Contacting Product Support
Contacting Product Support
You can contact Product Support in the following ways:
- Customer Care Hub—https://customercare.optum.com
- Phone—1-800-CRITERIA or 1-800-274-8374
- Email—interqualsupport@optum.com
If you experience difficulties using the software or clinical content that you have licensed, please do the following before you contact Product Support:
- Consult the online Help and other documentation that accompanies the software to see whether your specific problem is addressed
- Consult your internal help desk
- Search the knowledge articles for information related to the request or issue
- Create a detailed description of your request or issue, including the scope and impact
- Avoid submitting any Personal Health Information (PHI)
- For more information, please review the guidelines for reporting issues to Product Support in the Product Support Manual.
Accessing the Customer Care Hub
Customer Care Hub is a web portal that enables you to submit, update, and view support case details and status.
To obtain a user ID and password, on the Customer Care Hub Welcome page, select Register.
InterQual® Community
Note: If you experience issues logging in to InterQual Community, please follow the directions provided here: https://community.optum.com/registrationdetails.
The InterQual® Community is our central location for the latest InterQual® clinical documentation and resources. This is your go-to resource for InterQual announcements, information on upcoming events, and a discussion forum. The forum offers a collaborative space for users to engage in discussion threads, share best practices, exchange ideas, and seek advice, fostering community interaction and support.
InterQual Community includes the following resources:
- What’s new: Provides release highlights for InterQual® content and software.
- Clinical revisions: Details the clinical revisions for the current InterQual® Criteria year and the two preceding years.
- Known issues list: Describes issues identified within the InterQual® Criteria and specifies the release version in which each issue is resolved.
- Knowledge articles: Includes a comprehensive collection of frequently asked questions and answers related to InterQual® Criteria, its products, and services.
- Webinars: Includes the "Increase Your IQ" educational webinar registration page and recordings of past webinars.
- Additional resources: Provides access to resources such as the InterQual® release schedule, the InterQual® Learning Source, and Download Connect.
Note: The InterQual® Resource Center will be discontinued after June 1, 2025. All clinical resources will be available through the InterQual Community.