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.

Tell us how we're doing.

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 ? Under Maintenance
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
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
Upcoming scheduled maintenance notice

This message is intended for InterQual® Coordinated Care customers.

The InterQual® Coordinated Care environment will be unavailable due to maintenance on Thursday, July 11, 2024, at 9 p.m. ET for approximately 1 hour. 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: July 11, 2024, 9 p.m. ET
End:   July 11, 2024, 10 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.

REF 733552

Posted on Jul 11, 2024 - 12:54 EDT
Scheduled Maintenance July 24, 2024 Jul 24, 2024 23:00-23:30 EDT
This notification intended for Optum Insight Pharmacy Network customers.

This is a notification of our upcoming planned maintenance schedule. During this 15-30 minute time window, we will be conducting necessary system updates. Submitters may experience intermittent processor timeouts during the maintenance window.

Planned Maintenance Schedule:
• July 24, 2024: 11 p.m. ET to 11:30 p.m. ET.

REF: 731650

Posted on Jul 10, 2024 - 12:45 EDT
Past Incidents
Jul 23, 2024

No incidents reported today.

Jul 22, 2024

No incidents reported.

Jul 21, 2024
Completed - The scheduled maintenance has been completed.
Jul 21, 18:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 21, 08:00 EDT
Scheduled - Optum will be completing planned system maintenance according to the following maintenance schedule for July.

Maintenance Schedule
Begin: July 21, 2024, 9 a.m. ET
End: July 21, 2024 7 p.m. ET
(Duration of 10 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 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.

REF 736400

Jul 16, 16:25 EDT
Jul 20, 2024

No incidents reported.

Jul 19, 2024

No incidents reported.

Jul 18, 2024
Completed - The scheduled maintenance has been completed.
Jul 18, 00:05 EDT
Scheduled - This message is intended for InterQual® customers.

As a reminder, InterQual® product support has a new email address, interqualsupport@optum.com. This email address replaces interqualsupport@changehealthcare.com, which will be discontinued July 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 734800

Jul 15, 14:10 EDT
Jul 17, 2024

No incidents reported.

Jul 16, 2024
Completed - The scheduled maintenance has been completed.
Jul 16, 01:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 15, 23:00 EDT
Scheduled - CareSelect is planning maintenance for the Production environment July 15th, 2024.

Optum has scheduled a maintenance window as follows:

Products: CareSelect Imaging, CareSelect Lab, CareSelect Risk Assessor
Starting: July 15th, 2024 10:00 p.m. CT
Ending: July 15, 2024 11:59 p.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: No action is necessary.

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

REF 734001

Jul 11, 14:18 EDT
Jul 15, 2024
Jul 14, 2024
Completed - The scheduled maintenance has been completed.
Jul 14, 01:00 EDT
Scheduled - In September 2021, the USPS® announced that beginning in 2023, rate adjustments will occur twice a year, in January and in July *.

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.

*Postal Service Announces New Market Dominant Price Adjustment Schedule

Thank you for your attention to this announcement.

REF 717102

Jun 17, 13:56 EDT
Jul 13, 2024

No incidents reported.

Jul 12, 2024

No incidents reported.

Jul 11, 2024
Completed - The scheduled maintenance has been completed.
Jul 11, 21:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 11, 20:00 EDT
Scheduled - This message is intended for InterQual® Customize customers.

We are pleased to announce the July 2024 release of InterQual® Customize, which includes these updates:
• Added Undo Redo functionality in Q&A content editor
• Added Tags functionality in 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).

REF 732600

Jul 11, 12:54 EDT
Jul 10, 2024

No incidents reported.

Jul 9, 2024

No incidents reported.