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.
Monitoring - Centers for Medicare & Medicaid Services and Noridian have released two notifications regarding recent Influenza CPT codes that have received erroneous denials. See the notification details in the below links:
Noridian: Article Detail - JE Part B - Noridian (noridianmedicare.com)
CMS: 2024-09-19-MLNC | CMS
In summary, CMS has stated that they are aware of the following issues:
- CPT 90658 (IIV3 VACCINE SPLT 0.5 ML IM): CMS “is holding claims for dates of service on or after Aug. 1, 2024, until Oct. 7, 2024. Your Medicare Administrative Contractor will reprocess any denied claims by November 1, 2024. You don’t need to take any action.”
- Noridian “is aware of flu vaccines procedure codes 90653, 90656 and 90661 denied incorrectly with CARC CO16 "Claim/service lacks information or has submission/billing error(s)". This issue impacted claims with dates of service on/after Aug. 1, 2024.
The system update was completed Sept. 12, 2024 to no longer deny the impacted procedure codes for dates of service on/after Aug. 1, 2024. Noridian will conduct a mass adjustment for claims denied in error.
Optum MedRX will continue to monitor and provide updates on the situation as possible.
REF 781650
Sep 20, 2024 - 10:40 EDT
Noridian: Article Detail - JE Part B - Noridian (noridianmedicare.com)
CMS: 2024-09-19-MLNC | CMS
In summary, CMS has stated that they are aware of the following issues:
- CPT 90658 (IIV3 VACCINE SPLT 0.5 ML IM): CMS “is holding claims for dates of service on or after Aug. 1, 2024, until Oct. 7, 2024. Your Medicare Administrative Contractor will reprocess any denied claims by November 1, 2024. You don’t need to take any action.”
- Noridian “is aware of flu vaccines procedure codes 90653, 90656 and 90661 denied incorrectly with CARC CO16 "Claim/service lacks information or has submission/billing error(s)". This issue impacted claims with dates of service on/after Aug. 1, 2024.
The system update was completed Sept. 12, 2024 to no longer deny the impacted procedure codes for dates of service on/after Aug. 1, 2024. Noridian will conduct a mass adjustment for claims denied in error.
Optum MedRX will continue to monitor and provide updates on the situation as possible.
REF 781650
Sep 20, 2024 - 10:40 EDT
Investigating - Optum is experiencing issues with AHI and Lobby after last night's release.
This may result in:
- Users not having the same permissions as previously setup
Support is working on resetting all user roles as a work around until the permanent fix is put into place. Please log out and back in to see your normal permission views.
INC 0617817
Sep 18, 2024 - 13:59 EDT
This may result in:
- Users not having the same permissions as previously setup
Support is working on resetting all user roles as a work around until the permanent fix is put into place. Please log out and back in to see your normal permission views.
INC 0617817
Sep 18, 2024 - 13:59 EDT
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.
Tell us how we're doing.
Change Healthcare Enterprise
?
Operational
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
?
Operational
Customer Care Hub
Operational
Customer Connection
Major Outage
Download Connect
Operational
Enrollment Central
Operational
Vision
Major Outage
Dental Network
Major Outage
Dental Claim Attachments
?
Major Outage
Dental Converge
?
Major Outage
Dental Credentialing Manager
?
Major Outage
Dental EDI Network
?
Major Outage
Dental Practice Analytic Insights
?
Major Outage
Dental Revenue Cycle Insights
?
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
?
Operational
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
?
Degraded Performance
AhiQA
?
Degraded Performance
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
?
Degraded Performance
Patient Engagement Suite
Operational
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® System Maintenance
Aug 17, 2024 00:00-07:00 EDT
This message is intended for InterQual® customers.
The following InterQual hosted solutions will be undergoing maintenance this weekend:
• InterQual® Cloud Solutions
• InterQual® AutoReview
• InterQual® Coordinated Care
• InterQual® Customize
• InterQual® Review Manager - Hosted
The solutions will be available during the maintenance windows below, though users may experience degraded performance while network maintenance activities are occurring:
• Saturday, Aug. 17, midnight, ET to 7 a.m. ET
• Saturday, Aug. 17, 10:01 p.m. ET to Sunday, Aug. 18, 7 a.m. ET
In addition, InterQual® Review Manager - Hosted will be unavailable due to database maintenance during the window below:
• Friday, Aug. 16, 9 p.m. ET to 11 p.m. ET
• Note: All other InterQual hosted solutions will be available during this window
Contact Information
For any additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 752650
Posted on Aug 13, 2024 - 15:18 EDT
The following InterQual hosted solutions will be undergoing maintenance this weekend:
• InterQual® Cloud Solutions
• InterQual® AutoReview
• InterQual® Coordinated Care
• InterQual® Customize
• InterQual® Review Manager - Hosted
The solutions will be available during the maintenance windows below, though users may experience degraded performance while network maintenance activities are occurring:
• Saturday, Aug. 17, midnight, ET to 7 a.m. ET
• Saturday, Aug. 17, 10:01 p.m. ET to Sunday, Aug. 18, 7 a.m. ET
In addition, InterQual® Review Manager - Hosted will be unavailable due to database maintenance during the window below:
• Friday, Aug. 16, 9 p.m. ET to 11 p.m. ET
• Note: All other InterQual hosted solutions will be available during this window
Contact Information
For any additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 752650
Posted on Aug 13, 2024 - 15:18 EDT
Errata notification August 22, 2024
Aug 22, 2024 10:00-10:10 EDT
The purpose of this communication is to inform you of errors identified that could potentially affect the outcome of a review in the following InterQual® module. This corrected content will be available in the InterQual 2024 October release.
• Behavioral Health Child and Adolescent Psychiatry
For detailed information about this issue and the appropriate update, refer to the 2024 Known Issues List, located in the InterQual® Resource Center. Go to Clinical Resources, select Known Issues List, and then select 2024 Known Issues List.
Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 758600
Posted on Aug 22, 2024 - 09:58 EDT
• Behavioral Health Child and Adolescent Psychiatry
For detailed information about this issue and the appropriate update, refer to the 2024 Known Issues List, located in the InterQual® Resource Center. Go to Clinical Resources, select Known Issues List, and then select 2024 Known Issues List.
Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 758600
Posted on Aug 22, 2024 - 09:58 EDT
Correction: InterQual® Cloud Solutions August 23, 2024 Software Release
Aug 23, 2024 23:00-23:10 EDT
Update -
Correction: InterQual® Cloud Solutions August 23, 2024 Software Release at 11 p.m. ET
Scheduled - This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the August 23, 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now automatically selected 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 for the products listed below:
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile
Contact Information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 756850
Aug 20, 2024 - 13:42 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the August 23, 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now automatically selected 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 for the products listed below:
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile
Contact Information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 756850
Aug 20, 2024 - 13:42 EDT
Scheduled -
This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the August 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now automatically selected 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 for the products listed below:
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile
Contact Information For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 756850 8/20/2024
Aug 23, 2024 - 23:00 EDT
We are pleased to announce the August 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now automatically selected 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 for the products listed below:
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile
Contact Information For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 756850 8/20/2024
Aug 23, 2024 - 23:00 EDT
InterQual® 2024 September content release
Sep 6, 2024 11:00-11:10 EDT
We are pleased to announce that the InterQual 2024 September content release is now available for all InterQual® Cloud Solutions customers as of Friday, September 6, 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.
Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 769900
Posted on Sep 06, 2024 - 10:58 EDT
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.
Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 769900
Posted on Sep 06, 2024 - 10:58 EDT
Enhancing your Customer Support experience!
Sep 11, 2024 09:00 - Sep 18, 2024 09:00 EDT
We are pleased to announce changes to enhance your customer support experience.
As part of our commitment to streamline issue resolution, make it easier to do business with us, improve the Optum customer experience, and retain and grow customer relationships, we are offering customers a new way to view the information they need when they need it.
To create a more user-friendly experience for you, beginning Sept. 11, 2024, you will only need to select Printing and Fulfillment – CPS.
As a refresher, the following self-service options are available in the Customer Care Hub, giving you faster, easier access to Optum support:
-Opening a support case
-Adding attachments to a case
-Filtering cases and checking case status
-View onboarding cases
-Searching for self-service learning and resources
-And more...
If you need information about a case that is not found on the Customer Care Hub, you can open a new case to request the information.
Please reach out to your client manager or contact support if you have additional questions.
Posted on Sep 10, 2024 - 14:45 EDT
As part of our commitment to streamline issue resolution, make it easier to do business with us, improve the Optum customer experience, and retain and grow customer relationships, we are offering customers a new way to view the information they need when they need it.
To create a more user-friendly experience for you, beginning Sept. 11, 2024, you will only need to select Printing and Fulfillment – CPS.
As a refresher, the following self-service options are available in the Customer Care Hub, giving you faster, easier access to Optum support:
-Opening a support case
-Adding attachments to a case
-Filtering cases and checking case status
-View onboarding cases
-Searching for self-service learning and resources
-And more...
If you need information about a case that is not found on the Customer Care Hub, you can open a new case to request the information.
Please reach out to your client manager or contact support if you have additional questions.
Posted on Sep 10, 2024 - 14:45 EDT
InterQual® Cloud Solutions Software Release
Sep 19, 2024 20:00 - Sep 26, 2024 20:00 EDT
This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the release of the InterQual® Cloud solutions version 407, which includes the following updates:
• Prepared support for required sign-in with One Healthcare ID (see Action Required below).
• Added LCD and NCD revision notices to the Subset Overview page for Medicare Navigator subsets.
• Additional enhancements listed on the What’s New page on the InterQual® Resource Center.
This release will be deployed to the integ (non-production) environment Thursday, Sept. 19, 2024, 8:00 p.m. ET, and to the production environment Oct. 10, 11:00 p.m. ET.
Action Required: Sign-in changes
Starting Oct. 1, 2024, signing in with One Healthcare ID will be required for all non-SSO users accessing the integ (non-prod) environment. Starting Oct. 17, signing in with One Healthcare ID will be required for some users accessing the production environment.
Visit the What’s New page on the InterQual® Resource Center to learn how to create a One Healthcare ID and link it to your InterQual account to prepare for these upcoming changes.
Contact Information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 778950
Posted on Sep 16, 2024 - 17:09 EDT
We are pleased to announce the release of the InterQual® Cloud solutions version 407, which includes the following updates:
• Prepared support for required sign-in with One Healthcare ID (see Action Required below).
• Added LCD and NCD revision notices to the Subset Overview page for Medicare Navigator subsets.
• Additional enhancements listed on the What’s New page on the InterQual® Resource Center.
This release will be deployed to the integ (non-production) environment Thursday, Sept. 19, 2024, 8:00 p.m. ET, and to the production environment Oct. 10, 11:00 p.m. ET.
Action Required: Sign-in changes
Starting Oct. 1, 2024, signing in with One Healthcare ID will be required for all non-SSO users accessing the integ (non-prod) environment. Starting Oct. 17, signing in with One Healthcare ID will be required for some users accessing the production environment.
Visit the What’s New page on the InterQual® Resource Center to learn how to create a One Healthcare ID and link it to your InterQual account to prepare for these upcoming changes.
Contact Information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 778950
Posted on Sep 16, 2024 - 17:09 EDT
Scheduled Maintenance – September 2024
Sep 22, 2024 09:00-12:00 EDT
Optum will be completing system maintenance according to the following maintenance schedule for the month of September.
Maintenance Schedule
Begin: Sep 22, 9 am. ET
End: Sep 22, noon ET
(Duration of 3 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
There will be additional maintenance outages for the month of September and additional communications will be shared with those details as they become available.
If you have any questions or concerns, please contact our support team at payerincoming@optum.com or through the Customer Care Hub .
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#778750
Posted on Sep 17, 2024 - 09:14 EDT
Maintenance Schedule
Begin: Sep 22, 9 am. ET
End: Sep 22, noon ET
(Duration of 3 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
There will be additional maintenance outages for the month of September and additional communications will be shared with those details as they become available.
If you have any questions or concerns, please contact our support team at payerincoming@optum.com or through the Customer Care Hub .
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#778750
Posted on Sep 17, 2024 - 09:14 EDT