Optum Solutions Status

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.

Ongoing Incident: Clinical Decision Support – Review Manager Hosted Solutions

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is actively investigating this issue. We will provide daily updates and notify you immediately as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
May 06, 2025 - 16:43 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigate this issue. We will provide the next update on Monday, April 28, 2025.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 25, 2025 - 14:06 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigate this issue. We will provide the next update on Monday, April 21, 2025.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 18, 2025 - 13:58 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigate this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 15, 2025 - 14:00 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is actively investigating this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 14, 2025 - 15:10 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigate this issue. We will provide the next update on Monday, April 14, 2025.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 11, 2025 - 15:32 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigating this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 10, 2025 - 15:45 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is actively investigating this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 09, 2025 - 15:23 EDT

Investigating - There have been reports that Hosted Review Manager customers are experiencing slowness in the application. We are investigating the incident and will provide an update when more information is available. We apologize for the inconvenience this situation has caused you.

REF 17188998
Apr 08, 2025 - 16:45 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 Degraded Performance

CareSelect® Operational

InterQual® AutoReview Operational

InterQual® Cloud Solutions Operational

InterQual® Coordinated Care Operational

InterQual® Criteria Operational

InterQual® Customize Operational

InterQual® Review Manager – Hosted Degraded Performance

InterQual® Review Manager – Installed Operational

Patient Education Operational

InterQual® Government Services Operational

Clinical Network Operational

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

Customer Portals Operational

Client Access System Operational

ConnectCenter Operational

Customer Care Hub Operational

Download Connect Operational

Enrollment Central Operational

Dental Network Major Outage

Dental Claim Attachments Partial Outage

Dental Converge Major Outage

Dental Credentialing Manager Major Outage

Dental EDI Network Partial 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 Operational

Batch claims transmission Operational

Remittance/ERA transmission Operational

Real-time eligibility transactions Operational

Hosted Payer Services (HPS) Operational

Medical claim attachments Operational

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 Operational

Payer Enrollment Services Operational

Settlement Advocate Operational

Communications Complete - Payer 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

MedRx Commercial Operational

MedRx Flu Operational

MedRx Medicare Operational

MedRx Medicaid Operational

Point-of-Sale Rx Operational

Rx Network Solutions Operational

Rx Network Solutions ePrescribing Operational

Rx Assist Operational

Rx CardFinder Services Operational

Rx Connect Solution Operational

Rx Edit Operational

Rx Processor Alerts Operational

Rx Secure Site Operational

Turn Rx Operational

Provider Communications and Payment Services Operational

Payment Automation Operational

SmartPay Plus for Providers Operational

Provider Network Optimization Operational

Contract Manager Operational

Provider Manager Operational

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

Clearance Patient Access Suite: Advocate Operational

Clearance Patient Access Suite: Bi-directional connectivity Operational

Clearance Patient Access Suite: Estimator Operational

Clearance Patient Access Suite: HL7 Operational

Clearance Patient Access Suite: Medical Necessity Operational

Clearance Patient Access Suite: Notice of Admission Operational

Clearance Patient Access Suite: Patient ID Operational

Clearance Patient Access Suite: Prior Authorization Operational

Clearance Patient Access Suite: Propensity to Pay Operational

Clearance Patient Access Suite: qPay Operational

Clearance Patient Access Suite: Verifier Operational

Financial Clearance Services Partial Outage

National Payments Connector Degraded Performance

Patient Engagement Suite Operational

Pulse Revenue Cycle Benchmarking™ Operational

Revenue Integrity (Coding Services) Operational

Revenue Performance Advisor Operational

Risk Adjustment & Quality Major Outage

Compliance Reporter Operational

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

Clearance Single-Sign On Testing (Federated Customers) Apr `17`, `2025` `10:00`-`10:10` EDT

We are pleased to inform you that we have successfully completed testing with one of our federated customers for Guardian. Federated customers are those who manage their own login and multi-factor authentication and do not use OHID. As you may be aware, several federated customers experienced issues during the last switchover. To ensure a smooth transition, we will be contacting all our federated customers to conduct thorough testing.

What to Expect:
• Testing Phase: We will reach out to our federated customers with instructions on how to log into your test environment. This will ensure that your federation is working seamlessly with Guardian.
• Federated Clients with Clearance: Customers will be contacted to test the application via email. Resources will be made available to assist in real-time and address any issues promptly.
• Guardian Gap Analysis: A gap analysis was performed to identify any missing users or missing roles. This will help us ensure that all necessary participants are included in the testing process.
• Communication: You will receive detailed instructions and support throughout the testing process. Our team will be available to assist you with any questions or issues that may arise.
• Switchover Date: Once all federations have been successfully tested, we will provide a confirmed date for the next switchover to Guardian.

Action Required:
• Between today and next week we will be contacting those customers we need to test with. Please ensure that your team is prepared for the upcoming testing. We recommend reviewing the instructions carefully and completing the testing within the specified timeframe.
• If you have any questions or need assistance, please do not hesitate to contact our support team.

We appreciate your cooperation and look forward to a successful switchover. Thank you for your continued partnership.

REF 17303088
Posted on Apr 17, 2025 - 09:52 EDT

Ahi Qa/Ahi Lobby Single-Sign On Testing (Federated Customers) Apr `17`, `2025` `10:00`-`10:10` EDT

We are pleased to inform you that we have successfully completed testing with one of our federated customers for Guardian. Federated customers are those who manage their own login and multi-factor authentication and do not use OHID. As you may be aware, several federated customers experienced issues during the last switchover. To ensure a smooth transition, we will be contacting all our federated customers to conduct thorough testing.

What to Expect:
-Testing Phase: We will reach out to you with instructions on how to log into your test environment. This will ensure that your federation is working seamlessly with Guardian.
-Federated Clients with AhiQA: Federated clients using AhiQA will be contacted to test the application during a Teams call. This will allow us to provide real-time support and address any issues promptly.
-Gap Analysis: A gap analysis was performed to identify any missing users or missing roles. This will help us ensure that all necessary participants are included in the testing process.
-Communication: You will receive detailed instructions and support throughout the testing process. Our team will be available to assist you with any questions or issues that may arise.
-Switchover Date: Once all federations have been successfully tested, we will provide a confirmed date for the next switchover.

Action Required:
-Please ensure that your team is prepared for the upcoming testing. We recommend reviewing the instructions carefully and completing the testing within the specified timeframe.
-If you have any questions or need assistance, please do not hesitate to contact our support team.

We appreciate your cooperation and look forward to a successful switchover to Guardian. Thank you for your continued partnership.

REF 17303608
Posted on Apr 17, 2025 - 09:59 EDT

InterQual® Cloud Solutions Software Release Apr `24`, `2025` `23:00`-`23:10` EDT

This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 421 to non-production (integ). This release includes the following updates:

• Additional rebranding changes including logos, fonts, buttons, and dropdown menus.
• Resolved an issue where the Version dropdown defaulted to the latest available version instead of the latest client-enabled version during searches.
• Additional enhancements and details are listed on the InterQual® Community What’s New page and the InterQual® Resource Center What’s New page.

This release will be deployed to the non-production environment Thursday, April 24, 2025, 11:00 p.m. ET.

Please note that the InterQual® Resource Center is being retired. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.

Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.

REF 17367558
Posted on Apr 22, 2025 - 14:12 EDT

Reminder: Clinical Exchange Release April 29, 2025 Apr `29`, `2025` `22:00`-`23:00` EDT

This message is intended for Clinical Exchange customers.

Clinical Exchange Enhancements are scheduled for deployment April 29, 2025, 9:00 p.m. CT. The release is expected to take no more than three hours. During this window, attempts to log into the website or use the product features may be disrupted. Please review this document for more information.

This release includes a rebranding of the Clinical Exchange Product which includes changes to some colors, button shapes and shading but the functionality remains unchanged. Screenshots are included in the attached document for review.

We recommend that you sign into the certification environment to test integrations before every release and report any issues to the Clinical Exchange support center.

Release window:
Begin: April 29, 2025, 9:00 p.m. CT
End: April 29, 2025, 11:59 p.m. CT

If you have any questions or concerns before or after the maintenance window, please contact the Clinical Exchange support center. We strive to continuously improve our Clinical Exchange services for improved operational efficiencies and reduced administrative costs.

Rebranding of Clinical Exchange:
• New colors, button styles and shading have been applied throughout the application.
• Required fields are defined by a red asterisk instead of blue.
• DUR warning icons have a new look and display as follows:
• Red Square for Severe warnings.
• Yellow Triangle for Moderate warnings.
• Green Circle for Mild Warnings

• Bug: Less than sign < in a test name was preventing the PDF requestions from displaying properly.
• Bug: Invalid date format was being sent in the observation segment (height and weight) of a prescription.
• UI: Automated linking of a One Healthcare ID (OHID) user to a Clinical Exchange user will occur when the email provided to Clinical Exchange matches the email used to create the new One Healthcare ID account.

No changes have been made to the functionality of Clinical Exchange. Vendor Themes will remain intact and unaffected apart from the red asterisk on required fields and some shading when selecting a row from a grid.

REF 17297308
Posted on Apr 17, 2025 - 13:42 EDT

InterQual® 2025 May content release May `2`, `2025` `09:45`-`09:55` EDT

This communication is intended for InterQual® Cloud Solutions customers.

We are pleased to announce that the InterQual 2025 May content release is now available for InterQual® Cloud Solution customers.

This content release includes updates to the following modules:
• InterQual® Subacute and Skilled Nursing Criteria
• 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 InterQual® Community, select InterQual Content Releases, and then Learn more. See the section below for more information on InterQual Community.

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® Community
The InterQual® Resource Center is being retired as of June 1, 2025. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.

As a Community member you will
• Have access to InterQual clinical documentation and resources.
• Have access to active discussion forums with Optum product experts and fellow customers.
• Find and connect with your peers by product and role.

You should have already received an email from [email protected] with the subject line “Complete Your Registration to Access Optum Enterprise Customer Community." This email will include your unique registration link. Click the link to complete your setup using your One Healthcare ID (OHID). Note: the unique registration link will be active for a limited time, so please access the link to complete registration immediately upon receipt.

If you do not receive a unique registration link, or if it has expired, you can self-register by following the directions posted here.

Don’t have an OHID yet?
No problem! You can create one now at One Healthcare ID or follow the instructions in the registration invitation.

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 [email protected] and by phone at 1-800-CRITERIA (274-8374).

REF 17501760
Posted on May 02, 2025 - 09:35 EDT

Reminder: Migration to New User Management Application (Guardian) - May 8, 2025 May `8`, `2025` `19:00`-`19:10` EDT

We are ready to migrate from our current user management application CIAM to a more robust system called Guardian. We thank you for your patience with this migration as we worked with a few customers on their specific challenges.

Key Details:
• Migration Date: May 8, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur during the evening. Users already logged in will not be impacted.

Action Required:
• All of your users will be securely transferred to the new system. However, we recommend that you log into Guardian after migration to familiarize yourself with the new interface.
• We recommend that you do not add users in CIAM on migration day to avoid needing to add the user into Guardian as well.

What to Expect:
1. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after migration. You can reach us at the Customer Care Hub or at [email protected].
2. Training Resources: Guardian User Management Guide. Will require a community.optum.com account to view.
3. Guardian URL: Bookmark this page to access Guardian.
4. Adding Users in CIAM on migration day: We will disable the ability to add users in CIAM. Please go to Guardian to add users.

We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.

Thank you for your continued trust in our services.

REF 17458959
Posted on May 05, 2025 - 10:33 EDT

Revised Update: Migration to New User Management Application (Guardian) – May 8, 2025 May `8`, `2025` `19:00`-`20:00` EDT

We are ready to migrate from our current user management application CIAM to a more robust system called Guardian. We thank you for your patience with this migration as we worked with a few customers on their specific challenges.

Key Details:
• Migration Date: May 8, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur during the evening. Users already logged in will not be impacted.

Action Required:
• All of your users will be securely transferred to the new system. However, we recommend that you log into Guardian after migration to familiarize yourself with the new interface.
• We recommend that you do not add users in CIAM on migration day to avoid needing to add the user into Guardian as well.

What to Expect:
1. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after migration. You can reach us at the Customer Care Hub or at [email protected].
2. Training Resources: Guardian User Management Guide. Will require a community.optum.com account to view.
3. Guardian URL: Bookmark this page to access Guardian.
4. Adding Users in CIAM on migration day: We will disable the ability to add users in CIAM. Please go to Guardian to add users.
5. Assurance Users: If you or your users login to Assurance you will need to either open Clearance or Ahi Qa in a different browser or open an Incognito browser (Chrome) or InPrivate Window (Edge).

We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.

Thank you for your continued trust in our services.

REF 17458959
Posted on May 05, 2025 - 15:21 EDT

InterQual® Cloud Solutions Software Release May `8`, `2025` `23:00`-`23:10` EDT

This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 421 to production and version 422 to non-production (integ). These releases will be deployed Thursday, May 8, 2025, 11:00 p.m. ET and include the following updates:

• Reordered the code tabs displayed on the Recommendations screen to display CPT® codes first.
• Updated several Concert Genetics Navigator subsets to add missing and additional codes.
• Additional enhancements and details are listed on the InterQual® Community What’s New page.

Please note that the InterQual® Resource Center is being retired June 1, 2025. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.

Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.

REF 17540211
Posted on May 06, 2025 - 12:10 EDT

Revenue Performance Advisor System Maintenance - May 10th, 2025 May `10`, `2025` `21:00`-`23:30` EDT

This message is intended for Revenue Performance Advisor Customers.

Please be advised that the Revenue Performance Advisor (RPA) Platform will be undergoing maintenance on Saturday, May 10th 2025, from 9:00 p.m. EST - 11:30 p.m. EST requiring all processes to be shut down. All RPA services will be unavailable during this time.
Posted on May 06, 2025 - 07:53 EDT

Bedrock Training - Clearance Patient Access Suite May `14`, `2025` `14:00`-`15:00` EDT

Update - Register Now

Join us as Anesha Parker, Product Manager unveils our latest Clearance functionality! Enhanced Eligibility is a feature that expands on our current eligibility offering. When a patient is unknown or ineligible, Enhanced Eligibility can perform limited commercial discovery, MBI lookup, Medicaid discovery, HMO/MCO auto-submit, and access to COB data for additional coverage detection. This feature will be made available on July 1, 2025, at no additional cost to current Patient Financial Clearance customers. Join us as we discuss the details you won't want to miss!

Date: Wednesday, May 14, 2:00 p.m. ET
Presenter: Anesha Parker - Product Manager
Cost: Complimentary – No Cost

Register Now

REF 17508609
May 07, 2025 - 14:45 EDT

Scheduled - Register Now

Join us as Anesha Parker, Product Manager unveils our latest Clearance functionality! Enhanced Eligibility is a feature that expands on our current eligibility offering. When a patient is unknown or ineligible, Enhanced Eligibility can perform limited commercial discovery, MBI lookup, Medicaid discovery, HMO/MCO auto-submit, and access to COB data for additional coverage detection. This feature will be made available on July 1, 2025, at no additional cost to current Patient Financial Clearance customers. Join us as we discuss the details you won't want to miss!

Date: Wednesday, May 14, 2:00 p.m. ET
Presenter: Anesha Parker - Product Manager
Cost: Complimentary – No Cost

Register Now

REF 17508609
May 02, 2025 - 14:13 EDT

Clinical Exchange System Maintenance May 20, 2025 May `20`, `2025` `22:00` - May `21`, `2025` `01:00` EDT

Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: May 20, 2025, 10:00 p.m. ET
End: May 21, 2025, 12:59 a.m. ET
(Duration of 3 hours)

Action Required:
Please be aware the Clinical Exchange product may be unavailable for brief periods during maintenance.

REF 17347560
Posted on May 06, 2025 - 09:49 EDT

Postage Rate Update Jul `13`, `2025` `00:00`-`00:10` EDT

Dear Valued Customer,

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 13, 2025, pending approval from the Postal Regulatory Commission:

Current Rate
Stamped Single-Piece $0.730
MAADC Automation $0.622
AADC Automation $0.593
5-Digit Automation $0.545

New Rate
Effective July 13, 2025
(Pending Approval)
Stamped Single-Piece $0.780
MAADC Automation $0.672
AADC Automation $0.641
5-Digit Automation $0.593

Optum continues to pursue postage optimization strategies and anticipates sharing information on future savings shortly. In the meantime, we want to be transparent about USPS’ planned rate increases in general to help you plan your budgets.

Digital channels can help counter rising print costs
Optum continues to explore digital communication channels to help eliminate postage and material costs altogether. If you are interested in digital communication solutions, please reach out to your Relationship Manager for additional details.

We appreciate your business and continue to strive for excellence serving you. Please contact us with questions or concerns.

Thank you for your attention,
Optum

REF 17424017
Posted on May 05, 2025 - 10:30 EDT

Past Incidents

May 7, 2025

Update: Clearance Patient Access Suite Product Update (2025.01)

Completed - The scheduled maintenance has been completed.
May 7, 01:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 6, 21:00 EDT

Update - This product update has been delayed and will now be performed May 20, 2025.
May 2, 11:46 EDT

Update - Optum will be performing a scheduled product update for the Clearance Patient Access Suite from 8 p.m. to midnight (CT) on Tuesday, May 6, 2025 (outside of the regular maintenance window).

What is included with this update?

Clearance 2025.01 features the following enhancements:
• Added client selector for multiple clients – The Clearance masthead has been modified to allow for single sign-on toggling of multiple clients when multiple clients are available for selection.
• Updated Clearance User Community URL – The Clearance User Community link has been updated to route to the current https://community.optum.com/home.
• Work Queue and Work Screen updates – Including new banners, statuses, tooltips, and an all new “Estimate” panel.
• Modified “Bill Estimate” icon launch behavior – The “Bill Estimate” icon has slightly new behavior with this release. Now, if the icon has a green checkmark on it (completed status), it launches the new Work Screen Estimate panel. If it does not have the green checkmark on it (all other statuses), Finthrive launches just as it did prior to this release.
• Subscriber now defaults to self in Patient Viewer – The patient relationship now displays as “Self” when the 271 eligibility response does not contain the INS*Y or INS*N segments. This enhancement ensures that the relationship field is always populated and not left open to possible misinterpretation.
• Error added for invalid Realtime Eligibility entry – With this release, users of Realtime Eligibility will see an error when invalid information is entered on the Realtime screen. This enhancement will make it possible to make corrections prior to submission and ensure a valid response from the payer.
• Added ability to tie multiple IDs to one profile – The ability to associate multiple HIS user IDs to a single user profile has been added to Admin. This update eliminates the need to create multiple user profiles instead.

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!
Apr 29, 11:52 EDT

Scheduled - Optum will be performing a scheduled product update for the Clearance Patient Access Suite from 8 p.m. to midnight (CT) on Tuesday, May 6, 2025 (outside of the regular maintenance window).

What is included with this update?

Clearance 2025.01 features the following enhancements:
• Added client selector for multiple clients – The Clearance masthead has been modified to allow for single sign-on toggling of multiple clients when multiple clients are available for selection.
• Updated Clearance User Community URL – The Clearance User Community link has been updated to route to the current https://community.optum.com/home.
• Work Queue and Work Screen updates – Including new banners, statuses, tooltips, and an all new “Estimate” panel.
• Modified “Bill Estimate” icon launch behavior – The “Bill Estimate” icon has slightly new behavior with this release. Now, if the icon has a green checkmark on it (completed status), it launches the new Work Screen Estimate panel. If it does not have the green checkmark on it (all other statuses), Finthrive launches just as it did prior to this release.
• Subscriber now defaults to self in Patient Viewer – The patient relationship now displays as “Self” when the 271 eligibility response does not contain the INS*Y or INS*N segments. This enhancement ensures that the relationship field is always populated and not left open to possible misinterpretation.
• Error added for invalid Realtime Eligibility entry – With this release, users of Realtime Eligibility will see an error when invalid information is entered on the Realtime screen. This enhancement will make it possible to make corrections prior to submission and ensure a valid response from the payer.
• Added ability to tie multiple IDs to one profile – The ability to associate multiple HIS user IDs to a single user profile has been added to Admin. This update eliminates the need to create multiple user profiles instead.

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 17373658
Apr 22, 14:56 EDT

May 6, 2025

Update: Ahi QA/Ahi Lobby™ Product Update (2025.01)

Completed - The scheduled maintenance has been completed.
May 6, 23:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 6, 21:00 EDT

Update - This product update has been delayed and will now be performed May 20, 2025.
May 2, 10:45 EDT

Scheduled - Optum will be performing a scheduled product update for the Ahi product suite Tuesday, May 6, 2025, 8:00-10:00 p.m. CT (two hours prior to the regular maintenance window).

What’s included with this release?
This is a maintenance release that addresses service orders and additional bug fixes.

What do you need to do?
• Read the Ahi QA/Lobby 2025.01 Client Release Notes.
• Inform your team that these changes are on the way!

REF 17373660
May 20, 21:00 EDT

May 5, 2025

Resolved: Clinical Exchange Quest results processing delays

Resolved - This issue is resolved. Quest results processing is now caught up.
May 5, 15:12 EDT

Monitoring - Update: Quest results are processing and we expect to have all results processed by this afternoon.

We will send an update when all results have been processed.
May 5, 14:09 EDT

Investigating - Quest results processing for all Clinical Exchange customers is currently delayed. This is only impacting Quest results

We are working to resolve this issue as quickly as possible.

REF 17521127
May 5, 11:16 EDT

Resolved: Medical Necessity Performance Issue

Resolved - This incident has been resolved.
May 5, 14:50 EDT

Investigating - Clearance Patient Access Suite is experiencing a performance issue with Medical Necessity. This may result in:

CPT code Codefinder search not processing

Optum is working to resolve this issue. We will notify you as soon as additional information becomes available.
May 5, 10:49 EDT

Clearance and AHI Guardian migration update

Resolved - This incident has been resolved.
May 5, 11:05 EDT

Identified - Due to server issues, we have temporarily switched from Guardian to CIAM. Our team is working to resolve this issue as quickly as possible. We will send another notification when we're ready to move back to Sentinel/Guardian. In the meantime, please note that all new users will need to be added in CIAM.

We apologize for any inconvenience this may have caused and appreciate your patience and understanding.

Thank you for your continued support!

REF 17017958
Mar 26, 10:19 EDT

May 4, 2025

Scheduled Maintenance – May 2025

Completed - The scheduled maintenance has been completed.
May 4, 13:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 4, 09:00 EDT

Scheduled - Dear Valued Customer,
Optum will be completing planned system maintenance according to the following maintenance schedule for the month of May.

Maintenance Schedule
Begin: May 4, 8:00 a.m. CT
End: May 4, 12:00 p.m. CT
(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

There may be additional maintenance outages for the month of May 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 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 17469462
Apr 30, 11:12 EDT

May 3, 2025

InterQual Firewall System Maintenance – Action Required

Completed - The scheduled maintenance has been completed.
May 3, 01:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 2, 23:01 EDT

Scheduled - This communication is intended for InterQual® Cloud Solutions customers.

Optum will be performing system maintenance to further improve InterQual’s security posture by implementing the Cloudflare web application firewall (WAF) in the InterQual Cloud Solutions production environment May 2, 2025, 11:00 p.m. ET. The production environment will be unavailable for approximately one to two hours while this maintenance is underway.

Action Required
No action is required for most customers.

After maintenance is completed, InterQual Cloud solutions will use a new range of rotating IP addresses for incoming traffic. If your organization has configured allow list rules based on InterQual IP addresses instead of URLs, you will need to add Cloudflare’s IP addresses to your allow list: https://www.cloudflare.com/ips/. IP addresses for outbound traffic from InterQual Cloud solutions are not impacted by this change.

The Cloudflare WAF has been in place in the InterQual Cloud Solutions test environment since Sept. 30, 2024. If you have not tested connectivity with the test environment since then, we encourage you to do so as soon as possible to identify any potential issues before these changes are implemented in the production environment May 2, 2025. If you experience any issues with connectivity in the test environment, please contact Product Support.

Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 17433805
Apr 28, 10:28 EDT

InterQual® Government Services Maintenance

Completed - The scheduled maintenance has been completed.
May 3, 00:01 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 2, 21:00 EDT

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

Start: May 2, 2025, 9:00 p.m. ET/8:00 p.m. CT
End: May 2. 2025, 11:59 p.m. ET/10:59 p.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.

REF 17435308
Apr 28, 10:40 EDT

InterQual Firewall System Maintenance – Action Required

Completed - The scheduled maintenance has been completed.
May 3, 00:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 2, 23:00 EDT

Scheduled - Optum will be performing system maintenance to further improve InterQual’s security posture by implementing the Cloudflare web application firewall (WAF) in the InterQual Cloud Solutions production environment May 2, 2025, 11:00 p.m. ET. The production environment will be unavailable for approximately one hour while this maintenance is underway.

Action Required
No action is required for most customers.

After maintenance is completed, InterQual Cloud solutions will use a new range of rotating IP addresses for incoming traffic. If your organization has configured allow list rules based on InterQual IP addresses instead of URLs, you will need to add Cloudflare’s IP addresses to your allow list: https://www.cloudflare.com/ips/. IP addresses for outbound traffic from InterQual Cloud solutions are not impacted by this change.

The Cloudflare WAF has been in place in the InterQual Cloud Solutions test environment since Sept. 30, 2024. If you have not tested connectivity with the test environment since then, we encourage you to do so as soon as possible to identify any potential issues before these changes are implemented in the production environment May 2, 2025. If you experience any issues with connectivity in the test environment, please contact Product Support.

Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 17310908
Apr 17, 12:03 EDT

InterQual Firewall System Maintenance – Action Required

Completed - The scheduled maintenance has been completed.
May 3, 00:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 2, 23:00 EDT

Scheduled - This communication is intended for InterQual® Cloud Solutions customers.

Optum will be performing system maintenance to further improve InterQual’s security posture by implementing the Cloudflare web application firewall (WAF) in the InterQual Cloud Solutions production environment on May 2, 2025. The production environment will be unavailable for approximately one hour beginning at 11:00 p.m. ET while this maintenance is underway.

Action Required
No action is required for most customers.

After maintenance is completed, InterQual Cloud solutions will use a new range of rotating IP addresses for incoming traffic. If your organization has configured allow list rules based on InterQual IP addresses instead of URLs, you will need to add Cloudflare’s IP addresses to your allow list: https://www.cloudflare.com/ips/. IP addresses for outbound traffic from InterQual Cloud solutions are not impacted by this change.

The Cloudflare WAF has been in place in the InterQual Cloud Solutions test environment since September 30, 2024. If you have not tested connectivity with the test environment since then, we encourage you to do so as soon as possible to identify any potential issues before these changes are implemented in the production environment on May 2, 2025. If you experience any issues with connectivity in the test environment, please contact Product Support.

Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 17081976
Apr 3, 10:13 EDT

May 2, 2025

May 1, 2025

Resolved: ABT205227 PPE Edit Libre 3 Sensor Discontinuation Error

Resolved - This notification is intended for Pharmacy Network Edit and Rx Assist customers.

Optum Insight became aware of an issue causing some transactions to erroneously receive a PPE Edit:

ABT205227: Libre 3 sensor will discontinue after 9/30/2025. Inform patient to discuss FreeStyle Libre 3 Plus with their doctor. Sponsored by Abbott.

Optum identified this issue was related to new Inform program: ABT LIBRE 2 AND 3 SUNSET INFORM. The issue occurred May 1, 2025, approximately 10:00 a.m–11:14 a.m. CT, and has been mitigated.

Action Required: Please resubmit any claims impacted by this issue.

REF 17498808
May 1, 17:01 EDT

Apr 30, 2025

Reminder: Clinical Exchange Release April 29, 2025

Completed - The scheduled maintenance has been completed.
Apr 30, 01:01 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 29, 22:00 EDT

Scheduled - This message is intended for Clinical Exchange customers.

Clinical Exchange Enhancements are scheduled for deployment April 29, 2025, 9:00 p.m. CT. The release is expected to take no more than three hours. During this window, attempts to log into the website or use the product features may be disrupted. Please review this document for more information.

This release includes a rebranding of the Clinical Exchange Product which includes changes to some colors, button shapes and shading but the functionality remains unchanged. Screenshots are included in the attached document for review.

We recommend that you sign into the certification environment to test integrations before every release and report any issues to the Clinical Exchange support center.

Release window:
Begin: April 29, 2025, 9:00 p.m. CT
End: April 29, 2025, 11:59 p.m. CT

If you have any questions or concerns before or after the maintenance window, please contact the Clinical Exchange support center. We strive to continuously improve our Clinical Exchange services for improved operational efficiencies and reduced administrative costs.

Rebranding of Clinical Exchange:
• New colors, button styles and shading have been applied throughout the application.
• Required fields are defined by a red asterisk instead of blue.
• DUR warning icons have a new look and display as follows:
• Red Square for Severe warnings.
• Yellow Triangle for Moderate warnings.
• Green Circle for Mild Warnings

• Bug: Less than sign < in a test name was preventing the PDF requestions from displaying properly.
• Bug: Invalid date format was being sent in the observation segment (height and weight) of a prescription
• UI: Automated linking of a One Healthcare ID (OHID) user to a Clinical Exchange user will occur when the email provided to Clinical Exchange matches the email used to create the new One Healthcare ID account.

No changes have been made to the functionality of Clinical Exchange. Vendor Themes will remain intact and unaffected apart from the red asterisk on required fields and some shading when selecting a row from a grid.

REF 17297308
Apr 21, 10:10 EDT

Clinical Exchange Release April 29, 2025

Completed - The scheduled maintenance has been completed.
Apr 30, 01:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 29, 22:01 EDT

SmartPay Historic Data Unavailable after April 30, 2025

Completed - The scheduled maintenance has been completed.
Apr 30, 00:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 30, 00:00 EDT

Update - Reminder: Effective April 30, 2025, historic SmartPay transaction data will no longer be available. After this date we will not be able to support any requests for transaction data.

All transaction data requests must be submitted by March 28, 2025, to [email protected] to allow adequate time to be processed.

Questions can be directed to [email protected].
Apr 16, 17:24 EDT

Scheduled - Effective April 30, 2025, historic SmartPay transaction data will no longer be available. After this date we will not be able to support any requests for transaction data.

All transaction data requests must be submitted by March 28, 2025, to [email protected] to allow adequate time to be processed.

Questions can be directed to [email protected].

REF 15682769
Jan 3, 11:00 EST

Apr 29, 2025

Resolve - Ahi Lobby and AhiQA - Patient data/HL7 is not showing in AHI

Resolved - AHIQA and Lobby have resolved their processing issues as of 8:17 AM CT.
Apr 29, 09:28 EDT

Investigating - Optum is experiencing a performance issue with AHIQA and Lobby. This may result in:

Unable to select location
Patient data not flowing into AHI

We are working to resolve this issue and will keep you posted as more information is available.

Reference Inc : INC0715027
Apr 29, 08:35 EDT

Apr 28, 2025

Absolute AR - Web Application Issues

Resolved - Dear Valued Customer

We have resolved the issues affecting the Absolute AR website and normal operations can resume. Thank you for your patience as we navigated this issue. We are taking the appropriate next steps to visit the root cause and will ensure a plan for preventative measures in the future.

Kind Regards,
The Absolute AR Team
Apr 28, 10:42 EDT

Investigating - Dear Valued Customer
We are aware of issues affecting the Absolute AR website and are working with internal teams for a quick resolution. We will continue to give timely updates and/or resolution communications.

Kind regards,
The Absolute AR Team

REF 17433308
Apr 28, 10:20 EDT

Apr 27, 2025

Scheduled Maintenance – April 2025

Completed - The scheduled maintenance has been completed.
Apr 27, 13:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 27, 09:00 EDT

Scheduled - Dear Valued Customer,
Optum will be completing planned system maintenance according to the following maintenance schedule for the month of April.

Maintenance Schedule
Begin: Apr. 27, 8:00 a.m. CT
End: Apr. 27, noon CT
(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)

There may be additional maintenance outages for the month of April 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 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 17376558
Apr 22, 17:05 EDT

Apr 26, 2025

No incidents reported.

Apr 25, 2025

Clearance Scheduled Maintenance April 24th

Completed - The scheduled maintenance has been completed.
Apr 25, 02:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 24, 21:00 EDT

Update - Clearance Patient Access Suite will be conducting server maintenance on April 24th at 9 p.m. EST through 1 a.m. EST. During this period, Clearance will not be available. Once the maintenance is complete, you may experience reduced performance for up to an hour as back-end services return to full speed.

Action required: Please alert any staff that this might impact.
Apr 24, 09:16 EDT

Scheduled - Clearance Patient Access Suite will be conducting server maintenance on April 24th at 9 p.m. EST through 1 a.m. EST. During this period, Clearance will not be available. Once the maintenance is complete, you may experience reduced performance for up to an hour as back-end services return to full speed.

Action required: Please alert any staff that this might impact.
Apr 21, 09:52 EDT

Apr 24, 2025

Updates required for Epic InterQual® integrations

Completed - The scheduled maintenance has been completed.
Apr 24, 14:30 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 24, 13:30 EDT

Scheduled - This message is intended for customers accessing InterQual through an integration with Epic.

The InterQual integration with Epic has been updated to enable required security enhancements and migration towards industry standard public APIs. All customers accessing InterQual through an integration with Epic must take action to update your integration before Aug. 1, 2025, by following these steps:

1. Install Epic special updates
2. Update the FDI record
3. Install the InterQual apps
4. Test the integration
5. Promote the changes to production

Benefits of this upgrade include:
• Implementation of backend OAuth to enhance security
• Implementation of Epic’s CriteriaReview Public APIs for purposes of interoperability
• Enhanced display of clinical data summaries for InterQual® AutoReview

Webinar
Join us for a webinar Thursday, April 24, 1:30 p.m.-2:30 p.m. ET to learn about the benefits and the steps needed to install this required update before Aug. 1, 2025.
Register now

Additional details
• Detailed instructions and discussion about this upgrade can be found on the InterQual Community site: Updates required for Epic InterQual integration.
• If you do not have access to InterQual Community yet, you can register now to stay connected and informed: Register now for the InterQual Community.
• If your organization also uses InterQual AutoReview or CareSelect, additional details will be announced soon to perform required integration updates for those solutions.
• If your organization does not access InterQual through an integration with Epic, no action is required. You can disregard this message.

Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 17316458
Apr 18, 15:16 EDT

Apr 23, 2025

Resolved: Clinical Decision Support – InterQual® Cloud Solutions

Resolved - An issue was preventing users from accessing the InterQual Cloud Solutions production environment URL: https://prod.ds.interqual.com. This issue is now resolved. We apologize for any inconvenience this caused.
Apr 23, 14:39 EDT

Investigating - An issue is currently preventing users from accessing the InterQual Cloud Solutions production environment URL: https://prod.ds.interqual.com/. While this issue is being investigated, users can redirect to the alternate production environment URL, which is currently available: https://prod2.ds.interqual.com/.

We are investigating the incident and will provide an update when more information is available. We apologize for any inconvenience this may cause and appreciate your patience.

REF 17391009
Apr 23, 14:24 EDT

About This Site

Scheduled Maintenance

Clearance Single-Sign On Testing (Federated Customers) Apr 17, 2025 10:00-10:10 EDT

Ahi Qa/Ahi Lobby Single-Sign On Testing (Federated Customers) Apr 17, 2025 10:00-10:10 EDT

InterQual® Cloud Solutions Software Release Apr 24, 2025 23:00-23:10 EDT

Reminder: Clinical Exchange Release April 29, 2025 Apr 29, 2025 22:00-23:00 EDT

InterQual® 2025 May content release May 2, 2025 09:45-09:55 EDT

Reminder: Migration to New User Management Application (Guardian) - May 8, 2025 May 8, 2025 19:00-19:10 EDT

Revised Update: Migration to New User Management Application (Guardian) – May 8, 2025 May 8, 2025 19:00-20:00 EDT

InterQual® Cloud Solutions Software Release May 8, 2025 23:00-23:10 EDT

Revenue Performance Advisor System Maintenance - May 10th, 2025 May 10, 2025 21:00-23:30 EDT

Bedrock Training - Clearance Patient Access Suite May 14, 2025 14:00-15:00 EDT

Clinical Exchange System Maintenance May 20, 2025 May 20, 2025 22:00 - May 21, 2025 01:00 EDT

Postage Rate Update Jul 13, 2025 00:00-00:10 EDT

Past Incidents

Clearance Single-Sign On Testing (Federated Customers) Apr `17`, `2025` `10:00`-`10:10` EDT

Ahi Qa/Ahi Lobby Single-Sign On Testing (Federated Customers) Apr `17`, `2025` `10:00`-`10:10` EDT

InterQual® Cloud Solutions Software Release Apr `24`, `2025` `23:00`-`23:10` EDT

Reminder: Clinical Exchange Release April 29, 2025 Apr `29`, `2025` `22:00`-`23:00` EDT

InterQual® 2025 May content release May `2`, `2025` `09:45`-`09:55` EDT

Reminder: Migration to New User Management Application (Guardian) - May 8, 2025 May `8`, `2025` `19:00`-`19:10` EDT

Revised Update: Migration to New User Management Application (Guardian) – May 8, 2025 May `8`, `2025` `19:00`-`20:00` EDT

InterQual® Cloud Solutions Software Release May `8`, `2025` `23:00`-`23:10` EDT

Revenue Performance Advisor System Maintenance - May 10th, 2025 May `10`, `2025` `21:00`-`23:30` EDT

Bedrock Training - Clearance Patient Access Suite May `14`, `2025` `14:00`-`15:00` EDT

Clinical Exchange System Maintenance May 20, 2025 May `20`, `2025` `22:00` - May `21`, `2025` `01:00` EDT

Postage Rate Update Jul `13`, `2025` `00:00`-`00:10` EDT