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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CareSelect®
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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
InterQual® Review Manager Hosted Maintenance
Sep 26, 2024 21:00 - Sep 27, 2024 03:00 EDT
This message is intended for InterQual® Review Manager Hosted customers.
The InterQual® Review Manager Hosted production environment will be undergoing routine maintenance during the maintenance window below:
• Start: Thursday, Sep. 26, 2024, 9:00 p.m. ET
• End: Friday, Sep. 27, 2024, 3:00 a.m. ET
Customers will experience up to 60 minutes of downtime during this 6-hour maintenance window.
Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support.
REF 784550
Posted on Sep 25, 2024 - 12:09 EDT
The InterQual® Review Manager Hosted production environment will be undergoing routine maintenance during the maintenance window below:
• Start: Thursday, Sep. 26, 2024, 9:00 p.m. ET
• End: Friday, Sep. 27, 2024, 3:00 a.m. ET
Customers will experience up to 60 minutes of downtime during this 6-hour maintenance window.
Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support.
REF 784550
Posted on Sep 25, 2024 - 12:09 EDT
InterQual® 2024 October Content Release
Oct 4, 2024 09:00-09:10 EDT
We are pleased to announce that the InterQual® 2024 October content release is now available for all InterQual® Cloud Solutions customers as of Friday, October 4, 2024.
This content release includes updates to the following modules:
• InterQual® Child and Adolescent Psychiatry 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 Referral Criteria
• InterQual® Retrospective Monitoring Criteria
• The ASAM Criteria® Navigator
• 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. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).
REF 792050
Posted on Oct 04, 2024 - 07:45 EDT
This content release includes updates to the following modules:
• InterQual® Child and Adolescent Psychiatry 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 Referral Criteria
• InterQual® Retrospective Monitoring Criteria
• The ASAM Criteria® Navigator
• 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. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).
REF 792050
Posted on Oct 04, 2024 - 07:45 EDT
InterQual Cloud Solutions Software Release
Oct 10, 2024 23:00-23:01 EDT
Scheduled -
This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the release of the InterQual® Cloud solutions version 408, which includes the following updates:
• InterQual® AutoReview summary enhancements
• Sign-in changes for non-SSO users
• Additional improvements and fixes
This release will be deployed on Thursday, Oct. 10, 2024, at 11 p.m. ET. For additional details, see the What’s New page on the InterQual® Resource Center.
Action Required: Sign-in changes
On Oct. 17, signing in with One Healthcare ID will be required for all admin users accessing the production environment. Starting on Oct. 31 through Dec. 31, signing in with One Healthcare ID will be required for all non-SSO users on an organization-by-organization basis. Visit the What’s New page on the InterQual® Resource Center to learn more.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 793800
Oct 08, 2024 - 16:51 EDT
We are pleased to announce the release of the InterQual® Cloud solutions version 408, which includes the following updates:
• InterQual® AutoReview summary enhancements
• Sign-in changes for non-SSO users
• Additional improvements and fixes
This release will be deployed on Thursday, Oct. 10, 2024, at 11 p.m. ET. For additional details, see the What’s New page on the InterQual® Resource Center.
Action Required: Sign-in changes
On Oct. 17, signing in with One Healthcare ID will be required for all admin users accessing the production environment. Starting on Oct. 31 through Dec. 31, signing in with One Healthcare ID will be required for all non-SSO users on an organization-by-organization basis. Visit the What’s New page on the InterQual® Resource Center to learn more.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 793800
Oct 08, 2024 - 16:51 EDT
SmartPay Plus: Multi-factor authentication (MFA) coming to the provider portal on October 22, 2024
Oct 22, 2024 07:00-07:01 EDT
Dear SmartPay Plus customers,
On Tuesday, Oct. 22, 2024, SmartPay Plus will launch Multi-Factor Authentication (MFA) for its provider portal users.
In preparation for this, all users must have an email address listed in the email address field of their user profile, otherwise they will not be able to login once MFA is enabled. Administrators should add an email address to the user account, if one is missing.
If you have any questions please reach out to pbps_support_team@optum.com.
A user guide for MFA can be found on the SmartPay Plus Community site. If you have not registered for the site, please do so here.
Thank you!
Posted on Oct 21, 2024 - 17:44 EDT
On Tuesday, Oct. 22, 2024, SmartPay Plus will launch Multi-Factor Authentication (MFA) for its provider portal users.
In preparation for this, all users must have an email address listed in the email address field of their user profile, otherwise they will not be able to login once MFA is enabled. Administrators should add an email address to the user account, if one is missing.
If you have any questions please reach out to pbps_support_team@optum.com.
A user guide for MFA can be found on the SmartPay Plus Community site. If you have not registered for the site, please do so here.
Thank you!
Posted on Oct 21, 2024 - 17:44 EDT
Clinical Exchange System Maintenance Oct. 29, 2024
Oct 29, 2024 22:00 - Oct 30, 2024 01:00 EDT
Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:
Maintenance Schedule:
Begin: Tues., Oct. 29, 2024, 10 p.m. ET
End: Wed., Oct. 30, 2024, 1 a.m. ET
(Duration of 3 hours)
The Clinical Exchange product may be unavailable for brief periods during maintenance
Posted on Oct 21, 2024 - 17:06 EDT
Maintenance Schedule:
Begin: Tues., Oct. 29, 2024, 10 p.m. ET
End: Wed., Oct. 30, 2024, 1 a.m. ET
(Duration of 3 hours)
The Clinical Exchange product may be unavailable for brief periods during maintenance
Posted on Oct 21, 2024 - 17:06 EDT
Action Required: InterQual® sign-in changes coming this month
Oct 31, 2024 23:00 - Nov 1, 2024 00:00 EDT
This message is intended for InterQual® Cloud Solutions customers.
Action Required: Sign-in changes
As previously communicated, signing in with One Healthcare ID will soon be required for all InterQual Cloud Solutions users who access the application with a username and password (non-SSO users).
The previously communicated schedule has been revised to accelerate this requirement – Signing in with One Healthcare ID will now be required for all non-SSO users by October 31, 2024.
Each user will be assigned a specific date between October 17 and October 31, 2024. As the assigned date approaches, users will see a message in the InterQual application showing the number of days remaining until One Healthcare ID is required.
This sign-in change does not apply to users who access InterQual Cloud Solutions through a Single-Sign-On (SSO) account or an integration with a partner application.
Visit the What’s New page on the InterQual® Resource Center to learn more.
REF 796403
Posted on Oct 11, 2024 - 17:28 EDT
Action Required: Sign-in changes
As previously communicated, signing in with One Healthcare ID will soon be required for all InterQual Cloud Solutions users who access the application with a username and password (non-SSO users).
The previously communicated schedule has been revised to accelerate this requirement – Signing in with One Healthcare ID will now be required for all non-SSO users by October 31, 2024.
Each user will be assigned a specific date between October 17 and October 31, 2024. As the assigned date approaches, users will see a message in the InterQual application showing the number of days remaining until One Healthcare ID is required.
This sign-in change does not apply to users who access InterQual Cloud Solutions through a Single-Sign-On (SSO) account or an integration with a partner application.
Visit the What’s New page on the InterQual® Resource Center to learn more.
REF 796403
Posted on Oct 11, 2024 - 17:28 EDT