For further updates about the Change Healthcare cybersecurity issue, please visit Change Healthcare Cyber Response.

For imaging solutions, please visit us at Change Healthcare Enterprise Imaging.

Partial System Outage

About This Site

If you are experiencing an issue not listed here, please contact Optum support. This site may not reflect status in real time, since status could be delayed.

As you may know, Change Healthcare is now combining with Optum. Throughout the brand migration process, both brand identities may be visible in our markets.

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Change Healthcare Enterprise ? Partial Outage
Clinical Decision Support Major Outage
CareSelect® ? Operational
InterQual® AutoReview Operational
InterQual® Cloud Solutions ? Operational
InterQual® Coordinated Care ? Operational
InterQual® Criteria Operational
InterQual® Customize ? Operational
InterQual® Review Manager – Hosted ? Operational
InterQual® Review Manager – Installed Operational
Patient Education Operational
InterQual® Government Services Major Outage
Clinical Network Major Outage
Clinical Document Collector API ? Major Outage
Clinical Exchange Channel Partners including ePrescribe and Orders & Results ? Operational
Clinical Exchange Labs and Hospitals Operational
CommonWell ? Operational
Cost Transparency Major Outage
Predictive Engagement ? Major Outage
Provider Directory ? Major Outage
True View ? Major Outage
Customer Portals Major Outage
Client Access System ? Operational
ConnectCenter ? Major Outage
Customer Care Hub Operational
Customer Connection Major Outage
Download Connect Operational
Enrollment Central Major Outage
Vision Major Outage
Dental Network Major Outage
Credentialing Advocate Solution ? Major Outage
Dental Claim Attachments ? Major Outage
Dental Connect ? Major Outage
Dental Credentialing Manager ? Major Outage
Dental EDI Network ? Major Outage
Dental Practice Analytic Insights ? Major Outage
Dental Revenue Cycle Insights ? Major Outage
SimpleAttach Solution ? Major Outage
Government Eligibility, Enrollment & Member Engagement Major Outage
Enrollment Advocate (Dual Enrollment, Advocate & Recert Complete, My Advocate, Part D Complete & Community Advocate, SSI Enrollment Advocate) Partial Outage
Smart Connect, Smart Appointment Scheduling, & Clinical Care Visits ? Major Outage
Medical Network Services (eligibility, enrollment and clearinghouse) Major Outage
Advanced Claim Management ? Major Outage
Batch claims transmission ? Operational
Remittance/ERA transmission ? Operational
Real-time eligibility transactions ? Operational
Hosted Payer Services (HPS) Operational
Medical claim attachments ? Major Outage
Paper-to-EDI (P2E)/Claims Automation ? Major Outage
Payer Connectivity Services ? Operational
Revenue Analytics Major Outage
Medical Network APIs Major Outage
Claims Responses and Reports API ? Operational
Claims Status API ? Operational
Eligibility API ? Operational
Institutional Claims API ? Operational
Payer Finder website and API ? Major Outage
Professional Claims API ? Operational
Medical Record Retrieval & Clinical Review Operational
Clinical Abstraction ? Operational
Medical Record Retrieval ? Operational
Patient Engagement & Experience Major Outage
Shop Book and Pay ? Major Outage
Virtual Front Desk ? Major Outage
Payer Communications and Payment Services Major Outage
Communications Complete - Payer Operational
Payer Enrollment Services ? Major Outage
Payment Network Advocate ? Operational
Settlement Advocate ? Operational
Payment Integrity Major Outage
DRG Validation Major Outage
Hospital Bill Audit Major Outage
Hospital Billing Validation/Short Stay Bill Validation Major Outage
Pharmacy Benefits & TPA Operational
Medicaid Pharmacy Benefits Services ? Operational
Smart Commercial Pharmacy Services ? Operational
Pharmacy Solutions Operational
Absolute AR ? Operational
Converge Rx ? Operational
Enterprise Pharmacy System ? Operational
Exchange Dx ? Operational
Explore Dx ? Operational
MedRx ? Operational
Network Solutions (ePrescribing) ? Operational
Point-of-Sale Rx ? Operational
Rx Assist ? Operational
Rx CardFinder Services ? Operational
Rx Connect Solution ? Operational
Rx Edit ? Operational
Turn Rx ? Operational
Provider Communications and Payment Services Major Outage
Communications Complete - Provider Major Outage
Payment Automation ? Major Outage
SmartPay for Providers ? Major Outage
SmartPay Plus for Providers Operational
Provider Network Optimization Major Outage
Contract Manager Operational
Provider Manager Major Outage
Reimbursement Manager Operational
Revenue Cycle Management Major Outage
AccuPost ? Major Outage
Acuity Revenue Cycle Analytics ? Operational
Ahi Lobby ? Operational
AhiQA ? Operational
Ambulatory Claims Manager ? Major Outage
Assurance Reimbursement Management ? Operational
Claims & Denials Advisor ? Major Outage
Claims & Denials Management Major Outage
Clearance Patient Access Suite ? Operational
Financial Clearance Services ? Partial Outage
National Payments Connector ? Major Outage
Patient Engagement Suite Major Outage
Revenue Integrity (Coding Services) ? Operational
Revenue Performance Advisor Operational
Risk Adjustment & Quality Major Outage
Compliance Reporter ? Operational
Dx Gap Advisor ? Major Outage
Edge Complete ? Major Outage
Encounter Complete ? Major Outage
Risk View ? Operational
Risk Adjustment Coding ? Major Outage
Value-Based Care Major Outage
Business Process as a Service (BPaaS) ? Major Outage
HealthQx ? Operational
Prometheus Analytics ? Operational
Risk Manager Operational
Third-Party Administration ? Major Outage
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
InterQual Cloud Solutions Maintenance - January 9 Jan 9, 2024 23:00 - Jan 10, 2024 00:00 EST
This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions system will be undergoing maintenance this evening, Jan. 9, 11pm ET to 12am ET, with no expected user impact to the production environment (https://prod.ds.interqual.com).

This maintenance, along with the maintenance performed on Friday Jan. 5, is intended to improve database performance and stability and to address and prevent future recurrences of recent performance incidents. For more information on these remediation and prevention efforts, contact Product Support or your Account Executive.

In addition, the InterQual® Cloud Solutions test environment (https://integ.ds.interqual.com) will be undergoing maintenance Friday evening, Jan. 12, 9pm ET to 12am ET. The test environment will be unavailable during this maintenance window. The production environment will not be impacted by this maintenance.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 09, 2024 - 11:24 EST
This message is intended for InterQual® Coordinated Care customers.

InterQual® Coordinated Care will be undergoing planned maintenance during the maintenance window below:

• Start: Jan. 11, 2024, 9 p.m. ET / 8 p.m. CT
• End: Jan. 11, 2024, 10 p.m. ET / 9 p.m. CT

The InterQual® Coordinated Care production environment will be unavailable during this maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 11, 2024 - 09:07 EST
This message is intended for InterQual® Customize customers.

We are pleased to announce the January 2024 release of InterQual® Customize, which includes these updates:
• Enhanced undo/redo functionality to show history of undo and redo actions in NDT content editor
• Bug fixes and additional improvements

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 09, 2024 - 13:43 EST
The InterQual® Government Services system will be undergoing planned maintenance during the maintenance window below:

• Start: Jan. 12, 2023, 9:00 p.m. ET / 8:00 p.m. CT
• End: Jan. 12, 2023, 11:30 p.m. ET / 10:30 a.m. CT

During this time the following InterQual Government Services environments will be unavailable:

• Production: https://prod-gov.dsiqc.changehealthcare.com/caas
• Test: https://integ-gov.dsiqc.changehealthcare.com/caas

This maintenance does not impact InterQual Cloud Solutions (https://prod.ds.interqual.com).

During the maintenance downtime, you can access InterQual® Criteria from InterQual® View. For instructions to install InterQual View, see the InterQual® View Installation Guide on Download Connect.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 09, 2024 - 11:43 EST
Product Support Holiday – January 15 Jan 15, 2024 01:00 - Jan 16, 2024 01:00 EST
This communication is intended for InterQual® Criteria customers.

Optum Product Support will be closed January 15, 2024, in observation of Martin Luther King Day. We will re-open on Tuesday, January 16, 2024, at 8 a.m. ET.

Contact Information
For additional information, or assistance, sign in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and by phone at 800.CRITERIA (274-8374).

REF# 644250

Posted on Jan 10, 2024 - 09:41 EST
This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the January 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Enhanced display of clinical data in InterQual® AutoReview automated reviews
• Performance improvements, accessibility updates, and bug fixes

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates.

Contact Information

For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 16, 2024 - 14:34 EST
InterQual® January 2024 Software Release Jan 18, 2024 23:00-23:15 EST
This message is intended for InterQual® Government Services customers.

We are pleased to announce the January 2024 release of InterQual® software, which includes these updates:
• Enhanced display of clinical data in InterQual® AutoReview automated reviews
• Performance improvements, accessibility updates, and bug fixes

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 16, 2024 - 14:37 EST
For Clinical Exchange, the new functionality will be available in the certification environment on Dec. 21, 2023. We recommend that you log in to test your integration and report any issues to the Clinical Exchange support center.

Effective the evening of Jan 30, 2024, at 9 p.m. CT, Optum’s Clinical Exchange application will be implementing a Multifactor Authentication (MFA) solution.

MFA, sometimes referred to as "two-step verification", adds a layer of protection to a website and/or application by confirming a user's identity when initially logging in. With MFA, you must verify your identity with separate methods to ensure proper access, such as:

* Something you know (e.g., a password)
* Something you have (e.g., something only an approved user would have such as your personal cell phone)

By using Optum's One Healthcare ID (OHID) for MFA, we can keep all information secure and safe.

Links to the MFA User Guide can be found on Community:


Channel Partner MFA Guide

Clinical Exchange Lab & Radiology Sponsor MFA Guide



REF: 642550

Posted on Jan 16, 2024 - 08:24 EST
InterQual® 2024 Content Update Preview Jan 24, 2024 14:00-14:15 EST
This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® 2024 content update preview.

This preview release includes a tested, but not final, version of the InterQual 2024 March content updates to support early integration testing.

The following 2024 preview content is available now in the integration/test environment (https://integ.ds.interqual.com):
• InterQual® LOC:Acute Adult
• InterQual® LOC:Acute Pediatric

The 2024 preview for all other content modules will be available in the integration/test environment on February 26, 2024.

This 2024 preview release will not be available in the production environment. The final InterQual 2024 March content release will be available in all environments on March 15, 2024.

Contact Information

For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 24, 2024 - 12:54 EST
InterQual® Coordinated Care Maintenance Jan 25, 2024 21:00-22:00 EST
This message is intended for InterQual® Coordinated Care customers.

InterQual® Coordinated Care will be undergoing planned maintenance during the maintenance window below:

• Start: Jan. 25, 2024, 9 p.m. ET / 8 p.m. CT
• End: Jan. 25, 2024, 10 p.m. ET / 9 p.m. CT

The InterQual® Coordinated Care production environment will be unavailable during this maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 24, 2024 - 15:05 EST
InterQual® 2023 January Content Release Jan 26, 2024 22:00 - Jan 27, 2024 07:00 EST
This message is intended for all InterQual® Review Manager Hosted customers.

We announced the availability of the InterQual 2023 January content release on January 12th. Due to a scheduling issue, the deployment did not successfully occur at that time.

The InterQual 2023 January content will be made available tonight, Friday, January 26, 2024, during the previously communicated maintenance window below:
• Start: Friday Jan. 26, 2024, 10:00 p.m. ET / 9:00 p.m. CT
• End: Saturday Jan. 27, 2024, 7:00 a.m. ET / 6:00 a.m. CT
In addition to possible intermittent network connectivity interruptions previously announced, users may also experience up to 45 minutes of downtime while the InterQual 2023 January content release is being deployed during the maintenance window.

Contact Information

For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 26, 2024 - 13:43 EST
InterQual® Maintenance Jan 26, 2024 22:00 - Jan 27, 2024 07:00 EST
This message is intended for all InterQual® hosted customers.

All InterQual® hosted environments will be undergoing network maintenance during the maintenance window below:

• Start: Friday Jan. 26, 2024, 10:00 p.m. ET / 9:00 p.m. CT
• End: Saturday Jan. 27, 2024, 7:00 a.m. ET / 6:00 a.m. CT

While we are not expecting any impact to our customers, you may see intermittent network connectivity interruptions during the maintenance window. If connectivity issues continue after the maintenance window, please contact Product Support.

The following InterQual solutions are impacted by this maintenance:
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile
• InterQual® Customize
• InterQual® Coordinated Care
• InterQual® Review Manager (Hosted)

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 22, 2024 - 09:41 EST
For Clinical Exchange, the new functionality will be available in the certification environment on Dec. 21, 2023. We recommend that you sign in to test your integration and report any issues to the Clinical Exchange support center.

Effective the evening of Jan 30, 2024, at 10 p.m. ET, Optum’s Clinical Exchange application will be implementing a Multifactor Authentication (MFA) solution.

MFA, sometimes referred to as "two-step verification", adds a layer of protection to a website and/or application by confirming a user's identity when initially logging in. With MFA, you must verify your identity with separate methods to ensure proper access, such as:

* Something you know (e.g., a password)
* Something you have (e.g., something only an approved user would have such as your personal cell phone)

By using Optum's One Healthcare ID (OHID) for MFA, we can keep all information secure and safe.

Links to the MFA User Guide can be found on Community:


Channel Partner MFA Guide

Clinical Exchange Lab & Radiology Sponsor MFA Guide



REF: 642550

Posted on Jan 23, 2024 - 10:44 EST
This message is intended for InterQual® Criteria customers.

Available Now! InterQual® 2023 February Release Content Updates

We are pleased to announce the availability of the InterQual 2023 February content release. Updates include the following modules:

• Medicare Behavioral Health Navigator
• Medicare Imaging Navigator
• Medicare Molecular Diagnostics and Lab Navigator
• Medicare Pharmacy Navigator
• Medicare Post Acute and Durable Medical Equipment Navigator
• Medicare Procedures Navigator

For clinical revisions and additional details about this release, go to the What’s New page on the InterQual® Resource Center and then select InterQual Content.

The InterQual 2023 February content updates are now available in all environments for the InterQual Cloud Solutions. If your organization configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.

Contact Information

For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Feb 02, 2024 - 11:50 EST
InterQual® Government Services Maintenance – February 2 Feb 2, 2024 21:00 - Feb 3, 2024 00:00 EST
This message is intended for InterQual® Government Services customers.

The InterQual® Government Services system will be undergoing planned maintenance during the maintenance window below:

• Start: Feb. 2, 2024, 9:00 p.m. ET / 8:00 p.m. CT
• End: Feb. 2, 2024, 12:00 p.m. ET / 11:00 a.m. CT

During this time the following InterQual Government Services environments will be unavailable:

• Production: https://prod-gov.dsiqc.changehealthcare.com/caas
• Test: https://integ-gov.dsiqc.changehealthcare.com/caas

This maintenance does not impact InterQual Cloud Solutions (https://prod.ds.interqual.com).

During the maintenance downtime, you can access InterQual® Criteria from InterQual® View. For instructions to install InterQual View, see the InterQual® View Installation Guide on Download Connect.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 30, 2024 - 15:54 EST
One Healthcare ID for InterQual® Review Manager Hosted Feb 2, 2024 21:00 - Feb 4, 2024 21:00 EST
This message is intended for all InterQual® Review Manager Hosted customers.

InterQual® Review Manager now supports multi-factor authentication (MFA) with One Healthcare ID. Visit the InterQual® Resource Center to learn more about this new feature.

This functionality is available now in the UAT environment and will be deployed to customer production environments during the two maintenance windows below:
• Friday February 2, 9 p.m. ET to Saturday, February 4, 3 a.m. ET
• Saturday, February 3, 9 p.m. ET to Saturday, February 4 , 3 a.m. ET

Customers will experience up to 45 minutes of downtime during one of the two maintenance windows above.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 29, 2024 - 16:47 EST
InterQual® Cloud Solutions Maintenance Feb 2, 2024 23:00 - Feb 3, 2024 01:00 EST
This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions system will be undergoing database maintenance to address recent performance issues during the maintenance window below:

• Start: Feb. 2, 2024, 11 p.m. ET / 10 p.m. CT
• End: Feb 2, 2024, 1 a.m. ET / 12 a.m. CT

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) will be available during this maintenance window, though users may experience degraded performance while maintenance activities are occurring.

Contact Information

For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Jan 30, 2024 - 17:20 EST
This message is intended for InterQual® Customize customers.

We are pleased to announce the February 2024 release of InterQual® Customize, which includes these updates:
• Added support for free-text questions in the Q&A content editor
• Added search functionality in the Q&A content editor
• Fixed issues and made other improvements


Visit the What’s New page on the InterQual® Resource Center to learn more about these updates.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Feb 06, 2024 - 16:49 EST
InterQual® Coordinated Care Maintenance Feb 8, 2024 21:00-22:00 EST
This message is intended for InterQual® Coordinated Care customers.

InterQual® Coordinated Care will be undergoing planned maintenance during the maintenance window below:

• Start: Feb. 8, 2024, 9 p.m. ET / 8 p.m. CT
• End: Feb. 8, 2024, 10 p.m. ET / 9 p.m. CT

The InterQual® Coordinated Care production environment will be unavailable during this maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Feb 08, 2024 - 16:48 EST
Clearance Patient Access Suite Product Update (2024.01) Feb 8, 2024 21:00 - Feb 9, 2024 01:00 EST
Optum will be performing a scheduled product update for the Clearance Patient Access Suite from 8 p.m. CT/ 9 p.m. ET to midnight CT/ 1 a.m. ET on Thurs., February 8, 2024 (outside of the regular maintenance window).

What is included with this update?
Clearance 2024.01 features the following enhancements:

Removal of CPT Code Alert – When AAA messages are returned from payers for authorization requests, the system will no longer show "Payer does not have this procedure on record" alerts in the Work Screen CPT code section. The original AAA error messages will still display.

Updated Payer Policy Documents – All Payer Policy links in the Authorization Work Screen have been updated to ensure that current payer policy documents open.

Added Submission of Full Addresses – Full addresses of referring and servicing facilities will now be sent to payers with Authorization inquiries and submissions. This enhancement will prevent errors from being returned for incomplete entry.

Removal of UM Vendor from Validation – If a Realtime Referral request is specifically defined as Referral in the EDI/278 message, Clearance will search for the inquiry in the medical payer instead of UM vendors. This enhancement will eliminate credential blockers and the need to manually add CPT codes.

What do you need to do?
Read the Release Notes (also available in the product after the update).
Inform your team that these changes are on the way!

Ref#668350

Posted on Feb 07, 2024 - 17:01 EST
This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the February 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now selected by default on the Subset Overview screen
• InterQual® Connect Medical Review Service API v2.2
• Enhanced display of clinical data in InterQual® AutoReview automated reviews

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Feb 06, 2024 - 16:27 EST
This message is intended for InterQual® Government Services customers.

We are pleased to announce the February 2024 release of InterQual® software, which includes these updates:
• Latest subset version is now selected by default on the Subset Overview screen
• InterQual® Connect Medical Review Service API v2.2

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Feb 06, 2024 - 16:41 EST
InterQual Cloud Solutions Maintenance Feb 16, 2024 23:00 - Feb 17, 2024 01:00 EST
This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions system will be undergoing system maintenance during the maintenance window below:

• Start: Feb. 16, 2024, 11:00 p.m. ET
• End: Feb. 17, 2024, 1:00 a.m. ET

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) and test environment (https://integ.ds.interqual.com) may be unavailable during this maintenance window.

In the event of maintenance downtime, you can access InterQual® Criteria from InterQual® View. For instructions to install InterQual View, see the InterQual® View Installation Guide on Download Connect.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@changehealthcare.com and phone at 800.CRITERIA (274-8374).

Posted on Feb 13, 2024 - 11:48 EST
Delayed: 2023 March release of Medicare Content Navigator Feb 28, 2024 23:59 - Feb 29, 2024 00:04 EST
The availability of the 2023 March release of Medicare Content Navigator modules is delayed.

Clinical revisions for Medicare Navigator content updates are in process and will be posted as soon as possible. In the interim, this link can be used to access the revision history from CMS.

https://www.cms.gov/medicare-coverage-database/reports/reports.aspx

Additionally, the 2024 March InterQual® Release Clinical Revisions and other supporting materials are delayed. Updates on the availability of these materials will be forthcoming.

InterQual® content remains available through InterQual® Cloud Solutions and we continue to have a high level of confidence that InterQual® Cloud Solutions have not been affected by the Change Healthcare cyber security issue. If we suspect any issue with the system, we will immediately take action and disconnect. Thank you for your patience.

Posted on Feb 28, 2024 - 17:15 EST
The availability of the 2023 March release of Medicare Content Navigator modules is delayed.

Clinical revisions for Medicare Navigator content updates are now available within InterQual® Cloud Solutions within Clinical Reference for each Medicare Navigator content module. This report provides revision history for LCD/NCD updates and indicates potential impact to a medical review based on these changes.

Additionally, the 2024 March InterQual® Release Clinical Revisions and other supporting materials are delayed. Updates on the availability of these materials will be forthcoming.

InterQual® content remains available through InterQual® Cloud Solutions and we continue to have a high level of confidence that InterQual® Cloud Solutions have not been affected by the Change Healthcare cyber security issue. If we suspect any issue with the system, we will immediately take action and disconnect. Thank you for your patience.

Posted on Mar 01, 2024 - 19:44 EST
InterQual® Cloud Solutions Maintenance Mar 2, 2024 21:00-22:00 EST
This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions system will be undergoing routine maintenance during the maintenance window below:

Start: Saturday, March 2, 2024, 9:00 p.m. ET
End: Saturday, March 2, 2024, 10:00 p.m. ET

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) and test environment (https://integ.ds.interqual.com) will be unavailable for at least 15 minutes during this maintenance window.

Posted on Mar 01, 2024 - 12:25 EST
InterQual March 2024 Content Release Mar 22, 2024 09:00-09:10 EDT
We are pleased to announce that the InterQual March 2024 Content release will be available for all InterQual Cloud Solutions customers Friday, March 22, 2024.

This content release includes updates to the following modules:
• InterQual® Acute Adult Criteria
• InterQual® Acute Pediatric Criteria
• InterQual® Long-Term Acute Care Criteria
• InterQual® Inpatient Rehabilitation Criteria
• InterQual® Subacute and Skilled Nursing Criteria
• InterQual® Home Care Criteria
• InterQual® Outpatient Rehabilitation and Chiropractic Criteria  
• InterQual® Adult and Geriatric Psychiatry Criteria 
• InterQual® Child and Adolescent Psychiatry Criteria 
• InterQual® Substance Use Disorders Criteria
• InterQual® Behavioral Health Services Criteria
• InterQual® Durable Medical Equipment Criteria
• InterQual® Imaging Criteria
• InterQual® Molecular Diagnostics Criteria
• InterQual® Procedures Criteria
• InterQual® Specialty Rx Non Oncology Criteria
• InterQual® Specialty Rx Oncology Criteria
• InterQual® Specialty Referral Criteria
• InterQual® Retrospective Monitoring Criteria
• The ASAM Criteria® Navigator1
• Medicare Behavioral Health Criteria Navigator *
• Medicare Imaging Criteria Navigator *
• Medicare Molecular Diagnostics and Lab Criteria Navigator *
• Medicare Pharmacy Criteria Navigator *
• Medicare Post-Acute and Durable Medical Equipment Criteria Navigator *
• Medicare Procedures Criteria Navigator*
• InterQual® Coordinated Care Content

The 2024 March Clinical Revisions are available now within the InterQual Cloud Solutions Clinical Reference under version 2023 for each respective content module.

A preview of this content is also available now in the InterQual Cloud Solutions test environment. This preview release includes a tested but not final version of the content updates to support early integration testing.

InterQual Cloud Solutions Updates
If your organization has configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.

In addition, the previously scheduled March 14 software release for the InterQual Cloud solutions listed below has been postponed until a future date to be announced.
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Coordinated Care
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile

InterQual Review Manager and InterQual View
The InterQual 2024 March content and software releases for InterQual Review Manager, InterQual Review Manager Hosted, and InterQual View have been postponed until a future date to be announced.

Contact Information
For any additional information or assistance, Product Support is available by e-mail at interqualsupport@optum.com.

*The March 2023 Medicare Navigator content release has been incorporated in this update. Medicare Navigator content has been updated through January 26, 2024. Refer to the Medicare Navigator clinical revisions for additional updates from CMS.
1 The ASAM Criteria is a registered trademark of the American Society of Addiction Medicine

Posted on Mar 12, 2024 - 11:15 EDT
This message is intended for InterQual® customers.

Change Healthcare and Optum are eager to inform you that we have restored support request capabilities within Customer Care Hub for InterQual®. As a result, we enabled customers’ access to Customer Care Hub as of Monday, 3/25/2024 to submit support cases for InterQual®. For more information about using Customer Care Hub, please review Customer Care Hub restoration as well as resources and references in our Getting Started with the Customer Care Hub toolkit. You may need to reset your password to sign in.

If you encounter any issues submitting support cases via Customer Care Hub, please reach out to the InterQual® product support team at interqualsupport@optum.com or by phone at 1-800-CRITERIA (274-8374). Please note: The new email for support is interqualsupport@optum.com (which replaces interqualsupport@changehealthcare.com).

REF 680400

Posted on Mar 26, 2024 - 15:15 EDT
InterQual® Cloud Solutions Restoration Update May 7, 2024 23:55 - May 8, 2024 00:00 EDT
This message is intended for InterQual® Cloud Solutions customers.

Automated email functionality for the InterQual® Cloud Solutions application has been restored in the test and production environments. Users will now resume receiving emails for the following actions:

• Email Verification Requests
• Password Reset Requests
• InterQual® Mobile User Registration Requests
• Password Changed Notifications
• Certificate Expiration Notifications

Emails from the InterQual® Cloud Solutions application will always come from the email address noreply-interqual@changehealthcare.com, and any links included in the message will contain one of the following URLs for the respective InterQual® Cloud Solutions environment where the email action was triggered:

https://integ.ds.interqual.com
https://integ2.ds.interqual.com
https://integ.cue4.com
https://prod.ds.interqual.com
https://prod.cue4.com

As email services are restored, some users may receive emails for actions that occurred in the past while the email service was unavailable. These emails can be discarded. Please be extremely vigilant and aware of a potential increase in social phishing attempts. Never open a suspicious email, share your credentials, or click an unknown link. If you believe an email is suspicious, please do not click the link, and immediately contact your System Administrator instead.

Contact Information
For any additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

REF 700701

Posted on May 07, 2024 - 15:19 EDT
Email Update for InterQual® customers May 13, 2024 23:45-23:50 EDT
This message is intended for InterQual® customers.

As part of the migration to Optum Insight, InterQual® product support has a new email address, interqualsupport@optum.com. This email address replaces interqualsupport@changehealthcare.com, which will be discontinued May 18, 2024.

To open a support case via email, please send to:

interqualsupport@optum.com.

For your convenience, the Customer Care Hub (https://customercare.changehealthcare.com) is available.

The Customer Care Hub is a self-guided, intuitive, user-friendly platform that provides access to the information you need—when you need it.

Self-service options on the Customer Care Hub include the ability:

• Open a support case
• Add comments or attachments to a case
• Filter cases and check case status
• Search for self-service learning and resources
• And more...

Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

REF 702050

Posted on May 13, 2024 - 10:47 EDT
Payer Postage Increase Announcement May 16, 2024 17:00-17:01 EDT
In September 2021, the USPS® announced that beginning in 2023, rate adjustments will occur twice a year, in January and in July 1.

In accordance with this schedule, please note the following USPS rates that take effect July 14, 2024, proposed by the Postal Regulatory Commission:

Current Rate New Rate
Stamped Single-Piece 0.68 0.73
MAADC Automation 0.571 0.622
AADC Automation 0.547 0.593
5-Digit Automation 0.507 0.545

We appreciate your business and continue to strive for excellence serving you. Please contact your Account Manager or Senior Client Executive with questions or concerns.

1. Postal Service Announces New Market Dominant Price Adjustment Schedule

REF 705950

Posted on May 16, 2024 - 16:41 EDT
This message is for Epic AutoReview customers only.

We have become aware that the Epic special updates listed below contain a change to the data element denoting administered medications in the clinical payload. This change impacts AutoReview's ability to process the administered medication information.

E10513333 - May 2023 version
E10607068 - August 2023 version
E10702138 - November 2023 version

We are working to implement an enhancement to handle the code change, and are coordinating with Epic to address future disruptions.

In the meantime, any organizations that have taken or are planning to take any of these special updates will not see administered medications reflected in AutoReview until the enhancement is implemented.

Please do not hesitate to reach out if you have any additional questions.

REF 700900

Posted on May 17, 2024 - 17:04 EDT
InterQual® Review Manager Update May 23, 2024 23:45-23:50 EDT
This message is intended for all InterQual® Review Manager and InterQual® View customers.

We announced the availability of the InterQual 2024 March content release for InterQual® Review Manager and InterQual® View on May 3, 2024. This is a re-release of the InterQual 2024 March content package containing important updates to fix issues reported by customers.

What you need to know:
Customers who previously installed the InterQual 2024 March content release will follow steps to address the InterQual 2024 Clinical Reference not displaying when launched from the left navigation. If your organization uses custom outcomes, additional steps are needed to make them available in new reviews.

InterQual® Review Manager and InterQual® View installation instructions
Download the content update package file (InterQual_Content_2024_v2.zip). Follow the steps in the release notes to upgrade your database and to load the content.

Note: The InterQual 2024 content update supports only installations that use either Oracle® or Microsoft® SQL Server® databases.

Contact information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

REF 709753

Posted on May 23, 2024 - 08:54 EDT
InterQual® 2024 June Content Release Jun 7, 2024 23:45-23:50 EDT
We are pleased to announce that the InterQual 2024 June content release is now available for all InterQual® Cloud Solutions customers as of Friday, June 7, 2024.

This content release includes updates to the following modules:
• Medicare Behavioral Health Navigator
• Medicare Imaging Navigator
• Medicare Molecular Diagnostics and Lab Navigator
• Medicare Pharmacy Navigator
• Medicare Post-Acute and Durable Medical Equipment Navigator
• Medicare Procedures Navigator

For Clinical Revisions and additional details about this release, go to the What’s New page on the InterQual® Resource Center and then select InterQual Content.

InterQual Cloud Solutions updates
If your organization has configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.

We want to hear your feedback!
Our annual InterQual survey is live! As an InterQual® client , your feedback helps us deliver even more value through industry-leading content and advanced solutions. Please take a few moments to provide your feedback completing this survey.

Coming soon! InterQual 2024 July release content updates
Updates to the following modules are scheduled to be available on Friday, July 5, 2024. This list is subject to change. These updates will include code updates and critical fixes and no other significant updates.

• Medicare Content Navigator (all modules)
• InterQual® Behavioral Health Services Criteria
• InterQual® Durable Medical Equipment Criteria
• InterQual® Molecular Diagnostics Criteria
• InterQual® Procedures Criteria
• InterQual® Specialty Rx Non Oncology Criteria
• InterQual® Retrospective Monitoring Criteria

Clinical revisions for the InterQual® modules will be available on Friday, June 21, 2024. Clinical revisions for the Medicare modules will be available on Wednesday, July 3, 2024. All Clinical Revisions will be available on the InterQual® Resource Center.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@optum.com and phone at 1-800-CRITERIA (274-8374).

REF 718150

Posted on Jun 07, 2024 - 11:14 EDT
Risk Manager is planning maintenance on Monday June 17, 2024, starting at 3:00 p.m. ET.

Optum has scheduled a maintenance window as follows:

Product: Risk Manager

Maintenance Window:
Begin: June 17, 2024, 3:00 p.m. ET
End: June 17, 2024, 5:00 p.m. ET
(Duration of 2 hours)

Impact: Risk Manager will be unavailable during the maintenance window.

Action: Please log out of Risk Manager before the maintenance at 3:00 p.m. ET.

If you experience any issues beyond this maintenance window, please contact customer support.

REF 721700

Posted on Jun 17, 2024 - 10:14 EDT
CareSelect is performing maintenance on the Production environment June 17, 2024.

Optum has scheduled a maintenance window as follows:

Products: CareSelect Imaging, CareSelect Lab, CareSelect Risk Assessor

Start: June 17, 2024, 10:00 p.m. CT
End: June 18, 2024, 12:00 a.m. CT
Duration: 2 Hours

Impact: Interactive CDS will not be available during this time. Providers can continue to place orders without interruption. Risk Assessment will not be available during this time.

Action Required: No action is necessary

If you experience any issues beyond this maintenance window, please contact customer support.

REF 721350

Posted on Jun 14, 2024 - 15:36 EDT
Clinical Exchange System Maintenance - June 18, 2024 Jun 18, 2024 22:00 - Jun 19, 2024 01:00 EDT
Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: Tues., June 18, 2024, 10 p.m. ET
End: Wed., June 19, 2024, 1 a.m. ET
(Duration of 3 hours)

The Clinical Exchange product may be unavailable during maintenance.

Ref#719900

Posted on Jun 12, 2024 - 11:17 EDT
Past Incidents
Jun 17, 2024
Completed - The scheduled maintenance has been completed.
Jun 17, 11:02 EDT
Scheduled - We are pleased to announce that the InterQual 2024 May content release is now available for all InterQual Cloud Solutions customers as of Friday, May 3, 2024.

This content release includes updates to the following modules:
• Medicare Behavioral Health Navigator
• Medicare Imaging Navigator
• Medicare Molecular Diagnostics and Lab Navigator
• Medicare Pharmacy Navigator
• Medicare Post-Acute and Durable Medical Equipment Navigator
• Medicare Procedures Navigator

For Clinical Revisions and additional details about this release, go to the What’s New page on the InterQual® Resource Center and then select InterQual Content.

InterQual Cloud Solutions updates
If your organization has configured your environment to disable new criteria releases by default, you will need to sign in to the Administration module and enable the criteria when you are ready to start using it.

Coming soon – We want to hear your feedback!
Our annual InterQual survey will launch later this month. As an InterQual client, your feedback helps us deliver even more value through industry-leading content and advanced solutions. Please watch for the survey by email and take a few moments to provide your feedback.

Contact information
For any additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

REF 699550

May 3, 08:22 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 11:02 EDT
Scheduled - We are pleased to announce that the InterQual 2024 March content release is now available for all InterQual® Cloud Solutions customers as of Friday, March 22, 2024.

This content release includes updates to the following modules:
• InterQual® Acute Adult Criteria
• InterQual® Acute Pediatric Criteria
• InterQual® Long-Term Acute Care Criteria
• InterQual® Inpatient Rehabilitation Criteria
• InterQual® Subacute and Skilled Nursing Criteria
• InterQual® Home Care Criteria
• InterQual® Outpatient Rehabilitation and Chiropractic Criteria
• InterQual® Adult and Geriatric Psychiatry Criteria
• InterQual® Child and Adolescent Psychiatry Criteria
• InterQual® Substance Use Disorders Criteria
• InterQual® Behavioral Health Services Criteria
• InterQual® Durable Medical Equipment Criteria
• InterQual® Imaging Criteria
• InterQual® Molecular Diagnostics Criteria
• InterQual® Procedures Criteria
• InterQual® Specialty Rx Non Oncology Criteria
• InterQual® Specialty Rx Oncology Criteria
• InterQual® Specialty Referral Criteria
• InterQual® Retrospective Monitoring Criteria
• The ASAM Criteria® Navigator1
• Medicare Behavioral Health Navigator*
• Medicare Imaging Navigator*
• Medicare Molecular Diagnostics and Lab Navigator*
• Medicare Pharmacy Navigator*
• Medicare Post-Acute and Durable Medical Equipment Navigator*
• Medicare Procedures Navigator*
• InterQual® Coordinated Care

For clinical revisions and additional details about this release, go to the What’s New page on the InterQual® Resource Center and then select InterQual Content.

InterQual Cloud Solutions Updates:
If your organization has configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.

InterQual® Coordinated Care Viewer:
InterQual Coordinated Care 2024 March content release files are available by request for InterQual Coordinated Care Viewer customers by emailing interqualsupport@optum.com. Your system administrator can use the import feature to import the release files and enable the new content release when your organization is ready.

InterQual® Review Manager and InterQual® View:
The InterQual 2024 March content and software releases for InterQual Review Manager, InterQual Review Manager Hosted, and InterQual View have been postponed until a future date to be announced.

Contact Information:
For any additional information or assistance, Product Support is available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

1 The ASAM Criteria is a registered trademark of the American Society of Addiction Medicine

REF 678804

Mar 22, 11:54 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 10:06 EDT
Scheduled - We are pleased to announce the May 2024 release of InterQual® Customize, which includes these updates:

• Added support to migrate subsets to version 2024
• Added support to create new subsets in version 2024
• Updated subset details pane to display Medicare policy numbers and effective dates

This update will be released in the production environment on Thurs., May 16, 2024, at 7 p.m. ET . No downtime is expected.

Contact Information
For any additional information or assistance sign in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@optum.com and phone at 800.CRITERIA (274-8374).

Ref#706101

May 15, 15:57 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 10:06 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions system will be undergoing routine maintenance during the maintenance window below:

• Start: Friday Apr. 5, 2024, 9:00 p.m. ET
• End: Friday Apr. 5, 2024, 10:00 p.m. ET

The InterQual® Cloud Solutions test and production environments will be available during this maintenance window, though users may experience degraded performance while maintenance activities are occurring.

Apr 3, 12:29 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 10:05 EDT
Scheduled - We are pleased to announce that the InterQual 2024 April content release is now available for all InterQual® Cloud Solutions customers as of Friday, April 5, 2024.

This content release includes updates to the following modules:
• Medicare Behavioral Health Navigator
• Medicare Imaging Navigator
• Medicare Molecular Diagnostics and Lab Navigator
• Medicare Pharmacy Navigator
• Medicare Post-Acute and Durable Medical Equipment Navigator
• Medicare Procedures Navigator

For Clinical Revisions and additional details about this release, go to the What’s New page on the InterQual® Resource Center and then select InterQual Content.

New for this release! Medicare Navigator content now includes pending update flags in the subset notes. These notifications allow reviewers to access the updated policy and revision detail. These flags are updated weekly for policies that have been revised by CMS. Additionally, reviewers can easily access all NCDs, LCDs, and associated policies by clicking a link to the Medicare Coverage Database.

InterQual Cloud Solutions updates
If your organization has configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.

2024 InterQual content release schedule
The 2024 InterQual content release schedule is available on the InterQual® Resource Center. Pre-Release Summaries and Clinical Revisions are posted to the InterQual® Resource Center on (or before) the Clinical Revisions available dates. Release notes, which include a list of modules being updated, are also distributed prior to each quarterly content release via InterQual Client Communication subscriptions.

Contact Information
For any additional information or assistance, log in to the
Customer Care Hub and submit a new case to Product Support. Product Support is available by e-mail at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

REF 684851

Apr 5, 11:14 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 10:04 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

Correction: Please see corrected dates below

The InterQual® Cloud Solutions test environment (https://integ.ds.interqual.com/) will be undergoing routine maintenance during the maintenance window below:

• Start: Saturday Apr. 13, 2024, 9:00 p.m. ET
• End: Sunday Apr. 14, 2024, 3:00 a.m. ET

The InterQual® Cloud Solutions test environment will be unavailable for up to 6 hours during this window.

The InterQual® Cloud Solutions production environment is not impacted by this maintenance.

Apr 12, 15:56 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 09:49 EDT
Scheduled - Optum will be completing planned system maintenance for the Month of May according to the following schedule.

Maintenance Schedule
Begin: May 9, 5 p.m. ET – Update
End: May 10, 4 a.m. ET
(Duration of 11 hours)

Begin: May 10, 9 p.m. ET
End: May 12, 9 p.m. ET
(Duration of 48 hours)

Begin: May 15, 11 p.m. ET
End: May 16, 3 a.m. ET
(Duration of 4 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:
• FTP connectivity
• File importing and reporting
• Client Access System (CAS)
• API connectivity

What you need to do?
Please be advised of the maintenance and adjust your schedule or processes as needed.

We appreciate your patience,

REF 703350

May 9, 13:58 EDT
Completed - The scheduled maintenance has been completed.
Jun 17, 09:48 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions production environment will be undergoing routine maintenance during the maintenance window below:

• Start: Friday, Apr. 19, 2024, 11:00 p.m. ET
• End: Saturday, Apr. 20, 2024, 3:00 a.m. ET

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) will be unavailable for up to four hours during this maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@optum.com and phone at 800.CRITERIA (274-8374).

Apr 16, 16:19 EDT
Jun 16, 2024
Completed - The scheduled maintenance has been completed.
Jun 16, 13:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 15, 22:00 EDT
Scheduled - Optum will be completing planned system maintenance according to the schedule below for June.

Maintenance Schedule
Begin: June 15, 10 p.m. ET
End:  June 16, 1 p.m. ET 
(Duration of 15 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:
• FTP connectivity
• File importing and reporting
• Client Access System (CAS)
• API connectivity

If you have any questions or concerns, please contact our support team at payerincoming@optum.com.

What you need to do?
Please be advised of the maintenance and adjust your schedule or processes as needed.

We appreciate your patience,

Optum
Ref# 717750

Jun 6, 17:40 EDT
Jun 15, 2024
Jun 14, 2024

No incidents reported.

Jun 13, 2024
Completed - The scheduled maintenance has been completed.
Jun 13, 23:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 13, 21:00 EDT
Scheduled - This message is intended for InterQual® Coordinated Care customers.

The InterQual® Coordinated Care environment will be unavailable due to maintenance on Thursday, June 13, 2024, at 9 p.m. ET for approximately 2 hours. Users do not need to take any action but should stop their work before 9 p.m. ET or their session will be interrupted.

We appreciate your support and apologize for any inconvenience this may cause.

Updated Maintenance Schedule

Begin: June 13, 2024, 9 p.m. ET
End:  June 13, 2024, 11 p.m. ET

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@optum.com and phone at 1-800-CRITERIA (274-8374).

REF 719401

Jun 11, 16:11 EDT
Resolved - Clearance Patient Access Suite and Assurance Reimbursement Management continue to perform as expected. This issue is now resolved.
Jun 13, 16:05 EDT
Monitoring - Clearance Patient Access Suite and Assurance Reimbursement Management are now performing as expected. We continue to monitor the issue, and will send more updates as needed.
If you continue to have issues, please restart your user interface.

Jun 12, 17:05 EDT
Update - We are continuing to investigate this issue.
Jun 12, 15:04 EDT
Investigating - Clearance Patient Access Suite is experiencing a performance issue with bidirectional transaction processing. Impact may include:
Eligibility (271) responses not returning to your HIS system
Inability to login

Assurance Reimbursement Management is currently experiencing a performance issue. This may result in:
Slow, failed or queued jobs
Inability to login

Optum is working to resolve these issues. We will notify you as soon as additional information becomes available.

We apologize for any inconvenience.

Action Required: None.

INC0568992

Jun 12, 14:35 EDT
Resolved - This issue is resolved as Network Services continues to perform as expected.
Jun 13, 15:41 EDT
Monitoring - Optum Insight has mitigated the issue causing customers to experience time-outs or latency when submitting claim transactions. Transactions are now processing normally. We will continue to monitor traffic to ensure resolution, and will provide an update if necessary.

REF 719150

Jun 10, 18:24 EDT
Identified - Optum Insight has identified an issue causing pharmacy customers to experience latency and/or to receive intermittent time-outs when processing claims. We are actively investigating the issue and will provide an update as soon as possible.

REF 718940

Jun 10, 14:52 EDT
Jun 12, 2024
Resolved - As we continue to expand payer connectivity for our real-time network, we are pleased to announce we have reconnected to Medicare for eligibility checking.

For those that have already connected for eligibility processing through Optum, no additional action is required. Please continue to check relevant payer lists for daily updates on connectivity. Payer lists can be found here. Additionally, for any providers enrolled for Medicare eligibility through Optum, prior to the cyber-incident, no further action is required.

If you have not connected and received new credentials, please utilize these links to begin the reconnection process:
• For Exchange API customers, utilize the support number 800-527-8133, Option 3, then Option 1.
• For previous OKC/ARK/Emdeon, RA, ITS, Direct HTTPS, and IMN customers, utilize this link.

Supplemental information & support
• If you are a user of Optum Medical Network APIs, please continue to utilize the Developer’s Portal for documentation, FAQs, and information concerning Submitter APIs. The developer’s portal links can be found here.
• You can submit/create or view support cases, as well as add PHI/screenshots online by utilizing the Customer Care Hub.

REF 720000

Jun 12, 13:58 EDT
Jun 11, 2024
Resolved - Team members have resolved this issue. We thank you for your patience and apologize for the inconvenience.

Customer Action:
No action is required. Customers can submit cases through our Community Portal as normal.

Jun 11, 13:40 EDT
Identified - Clearance is experiencing a performance issue with Estimator. Impact may include:

Error - System was unable to connect to Bill Estimate Interface.

Our vendor is working to restore service and we will keep you posted as information becomes available.

REF 717700

Jun 6, 15:37 EDT
Completed - The scheduled maintenance has been completed.
Jun 11, 00:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 10, 20:00 EDT
Scheduled - Optum will be completing maintenance on our Acuity Revenue Cycle Analytics environment Monday, June 10, 2023, from 8:00 p.m. – 11:59 p.m. ET.

As part of that maintenance, the following will be impacted: 
• Scheduled reports will be paused and automatically resumed after the maintenance window.

The following will not be impacted:
• The application will be available. Users can manually run reports that are needed prior to the end of the maintenance window.
• All data loads will run on normal schedules.

Begin: Monday, June 10, 2023, 8:00 p.m. ET
End: Monday, June 10, 2023, 11:59 p.m. ET.

Ref 718550

Jun 7, 17:28 EDT
Jun 10, 2024
Resolved - Assurance Reimbursement Management experienced intermittent performance.

This may have resulted in:
-Slow or queued jobs

This issue has been resolved.

We apologize for any inconvenience.

REF 718800

Jun 10, 11:35 EDT
Jun 9, 2024
Completed - The scheduled maintenance has been completed.
Jun 9, 07:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 9, 01:00 EDT
Scheduled - This notification is for Optum Insight Pharmacy Network customers.

This is a notification of our upcoming planned maintenance schedule, during which time we will conduct necessary system updates. Submitters will experience intermittent processor timeouts during the maintenance window.

Planned Maintenance Schedule:
• June 8, 2024: 1 a.m. ET – 7 a.m. ET
• June 9, 2024: 1 a.m. ET – 7 a.m. ET

Thank you for your attention to this matter.

REF 718100

Jun 7, 13:38 EDT
Jun 8, 2024
Completed - The scheduled maintenance has been completed.
Jun 8, 06:01 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 8, 00:01 EDT
Scheduled - This notification is for Optum Insight Pharmacy Network customers.

This is a notification of our upcoming planned maintenance schedule, during which time we will conduct necessary system updates. Submitters will experience intermittent processor timeouts during the maintenance window.

Planned Maintenance Schedule:
• June 8th, 2024: 1 a.m. ET – 7 a.m. ET
• June 9th, 2024: 1 a.m. ET – 7 a.m. ET

Thank you for your attention to this matter.

REF: 718100

Jun 7, 01:00 EDT
Jun 7, 2024
Completed - The scheduled maintenance has been completed.
Jun 7, 22:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 7, 21:00 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

The InterQual® Cloud Solutions production environment will be undergoing routine maintenance during the maintenance window below:

Start: Friday, June 7, 2024, 9:00 p.m. ET
End: Friday, June 7, 2024, 10:00 p.m. ET

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) and integ environment (https://integ.ds.interqual.com/) will be available during this maintenance window, though users may experience degraded performance while maintenance activities are occurring.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@optum.com and phone at 1-800-CRITERIA (274-8374).

REF 715350

Jun 4, 11:54 EDT
Completed - The scheduled maintenance has been completed.
Jun 7, 17:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 7, 15:00 EDT
Scheduled - Optum has scheduled a maintenance window as follows:

Product: Risk Manager Hosted

Maintenance Window:
Begin: Friday June 7, 2024, 3:00 p.m. ET
End: Friday June 7, 2024, 5:00 p.m. ET
(Duration of 2 Hours)

Impact: During the maintenance, Risk Manager will be unavailable. Please log out of Risk Manager prior to the maintenance start time.

REF 717051

Jun 6, 15:28 EDT
Jun 6, 2024
Resolved - This incident has been resolved.
Jun 6, 10:36 EDT
Investigating - This message is intended for customers of Payer Communications and Payment Services.

Some customers are currently experiencing issues. Optum is triaging and will provide further updates as they are available. We apologize for the inconvenience.

REF #0566808

Jun 6, 10:26 EDT
Completed - The scheduled maintenance has been completed.
Jun 6, 01:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 5, 12:00 EDT
Scheduled - Dear Valued Customer,

Optum will be completing planned system maintenance this week according to the following maintenance schedule.

Maintenance Schedule

Begin: Jun 5, 11 a.m. CT
End: Jun 5, 11:59 p.m. CT
(Duration of 13 hours)

Begin: Jun 7, 11 a.m. CT
End: Jun 7, 11:59 p.m. CT
(Duration of 13 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:
• Client Access System (CAS)

What you need to do?
Please be advised of the maintenance and adjust your schedule or processes as needed.

We appreciate your patience,
Optum

REF 714648

Jun 3, 12:08 EDT
Jun 5, 2024
Completed - The scheduled maintenance has been completed.
Jun 5, 00:59 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 4, 22:00 EDT
Scheduled - Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: Tues., June 4, 2024, 10 p.m. ET
End: Tues., June 5, 2024, 12:59 a.m. ET
(Duration of 3 hours)

The Clinical Exchange product may be unavailable during maintenance.

Ref#715750

Jun 4, 16:29 EDT
Jun 4, 2024
Completed - The scheduled maintenance has been completed.
Jun 4, 23:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 4, 21:00 EDT
Scheduled - This message is intended for all InterQual® Review Manager Hosted customers.

The InterQual® Review Manager Hosted production environment will be undergoing routine maintenance during the maintenance window below:

Start: Tuesday, June 4, 2024, 9:00 p.m. ET
End: Tuesday, June 4, 2024, 11:00 p.m. ET

Your InterQual® Review Manager Hosted instance will be available during this maintenance window though users may experience degraded performance while maintenance activities are occurring.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support. Product Support is also available by e-mail at interqualsupport@optum.com and phone at 1-800-CRITERIA (274-8374).

REF 714952

Jun 3, 16:50 EDT
Jun 3, 2024

No incidents reported.