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General FAQs

REGISTERING AT OPTUMCODING:

What are the benefits of registering at OptumCoding.com?
Once registered, how do I access the My Account page and options?
What is the OptumCoding eRewards Program?
What is the Medallion Program?
What is the Reseller Program?


MANAGING MY ACCOUNT ACTIVITIES:

How do I view my order history?
How do I check my past invoices?
What if I don't want to purchase today?
How do I track my shipment?
How do I renew my subscription(s)?
How do I find the new editions of the books I have ordered in the past?
How do I change my shipping address?
What do I do if I forgot my password?
How do I change or cancel an open order?


GOOD SITE REFERENCES:

Optum Privacy Policy
About Us
Our Service Commitment to You
Contact Us, Suggestions & Feedback
Optum Medallion program
Optum Partner Account programs
Optum e-Smart program


ORDERS AND TRANSACTIONS:

How do I check my order history?
How do I check my past invoices?
How do I renew my subscription(s)?
What is a source code?
I don't believe the pricing is accurate-what do I do?
What is your return policy?
When am I invoiced?
What types of payment do you accept?
What if I don't want to purchase today?
How do I change or cancel an open order?


SHIPPING:

How much is shipping?
How will my order be shipped?
How long will my order take to reach me?
May I ship to more than one shipping address?
How do I track my shipment?
How do I change my shipping address?
When will I be billed for an item not yet available?
Will I be charged separate shipping for backordered items?


PRODUCTS:

How do I find what I'm looking for?
What is the difference between a subscription product and an annual/edition product?
What is your return policy?
I couldn't find the book I purchased last year-does that mean you do not sell it anymore?
Do you offer demos for any of your products?
I have a coding question-can you help?


REGISTERING AT OptumCoding.COM:

What are the benefits of registering at OptumCoding.com? When you register at OptumCoding.com you save 15% on your next online order. You will also be able to access your order and invoice history, view order and shipment status, create and maintain a Wish List, and receive a $50 OptumCoding.com coupon for every $500 you spend online (click here for eligibility).

Once registered, how do I access the My Account page and options? Log in to your account using the email address and password you set up during the registration process. Once logged in, you will automatically be taken to the My Account page, which contains a listing of all your account features and options. You can always return to the My Account page by clicking on the My Account link at the top of the screen.

What is the OptumCoding eRewards Program? The OptumCoding eRewards Program is an incentive program designed to reward our loyal OptumCoding.com customers. Register online and use the returning customer checkout option for all of your Web purchases. We keep track of your online purchases. Once you reach $500, you'll receive a $50 coupon to use towards your next OptumCoding.com purchase (click here to check the program overview for eligibility).

What is the Medallion program? The Medallion Program offers a higher level of service to our most loyal customers. As a Medallion member, you will receive exclusive customer service from our most experienced and knowledgeable sales executives. Our goal is to provide you with the best solutions for your specific billing, coding, benchmarking and compliance needs.

What is the Reseller program? The Reseller Program seeks to add the Optum product line to companies that offer products and services that compliment ours. If you are interested in reselling Optum products, please contact Erica Duke at erica.duke@optum.com.



ORDERS AND TRANSACTIONS:

How do I view my order history? Log in to your account using the email address and password you set up during the registration process. In the My Account dashboard in the upper right of the web page, click on the Order History option. This allows you to view the products you have purchased over the past two years. This feature also lets you easily identify quantities, prices, discounts and returned items at any time. Using this tool, you can quickly manage your reorder volume and determine your costs throughout your account.

How do I view my past invoices? Log in to your account using the email address and password you set up during the registration process. In the My Account dashboard in the upper right of the web page, click on the Invoices option. View the invoices of purchases you have made over the past two years. The Invoice History Statement lists all invoices by the invoice number. The statement also details the date the order was placed, the date the invoice was sent, the total amount of the invoice, the balance due if applicable, and the name of the contact who received the order. To view a particular invoice, simply click on the invoice number and it will open as a PDF document.

How do I renew a subscription? Log in to your account using the email address and password you set up during the registration process. In the My Account dashboard in the upper right of the web page, click on Products For Renewal. Here, you can view and place orders for your outstanding subscription items. If you are not yet registered, please register first by using your Optum customer and contact number, then you will be able to review your outstanding subscriptions online.

How do I find the new editions of the books I have ordered in the past? Log in to your account using the email address and password you set up during the registration process. In the My Account dashboard in the upper right of the web page, click on Products For Renewal. Here, you can view and place orders for the new editions of products you have ordered before.

What is a source code? Source Codes are typically six-digit alphanumeric combinations you can find in our marketing materials that allow you to take advantage of special offers. Once a Source Code is entered on OptumCoding.com, the website applies your discount to the applicable item(s) on the website or in your Shopping Cart, either instantly or at the Shipping & Payment portion of checkout, depending on the type of offer.
 
I don't believe my pricing is accurate-what do I do? We apologize in advance for any oversight and are happy to investigate this for you. Please e-mail us or call our Customer Service Department at 1.800.Optum (464.3649), option 1. We will be happy to address your concerns.

What is your return policy? Here at Optum we believe in long-term relationships and want you to be happy with your purchase. If you are unsatisfied with your purchase, please return it within 60 days of receipt. Merchandise must be in saleable condition. Please read the full return policy terms and conditions before submitting a return.

*Software: Credit will be granted for unopened packages only.

When am I invoiced? You are invoiced when your item is shipped or becomes available to you (in the case of a Web-enabled product, etc.).

What types of payment do you accept? We accept Visa, American Express, MasterCard and Discover. You may also choose to be billed-for purchases under $1,000. For orders over $1,000, payment with the order is required. You may also choose to pay by purchase order by referencing an internal reference or purchase number. In some cases, a hard copy may be required-we will contact you post-submission if applicable.

What if I don't want to purchase today? If you are a registered customer, log in to your account and add the items you want to purchase in the future to your Wish List by clicking on the "add to wish list" icons. You can create and maintain your own Wish List and send it along in an e-mail to your manager(s) or others that may need to preapprove purchases, or suggest titles to colleagues. Note to Medallion customers: if registered, items in your Wish List will already reflect your discount.

How do I change or cancel an open order? Unfortunately, you are unable to do this online at this time. Please call or e-mail us now for assistance.



SHIPPING:

How much is shipping? Domestic rates are outlined below:

Ground Shipping 5 - 7 Days 
 1 unit  $10.95
 2 - 4 units  $12.95
 5 - 7 units  $14.95
 8-10 units  $19.95
 11+ units  $1 per item for every additional unit ordered

Please note:
Each item in a package product counts as a separate unit for shipping purposes. Shipping charges will be adjusted prior to charging your credit card and/or billing you. Final order confirmation will reflect this. We do NOT charge shipping for conference registrations, free products with purchase or online products.

How will my order be shipped? UPS is our preferred vendor. We also use USPS for some products. UPS Ground and Express Shipping are available; the default shipping method is Ground. For next-day air and two-day air shipping, orders must be submitted to us no later than 4:00 MST. Next-day air and two-day air charges will be calculated accordingly upon checkout depending on the number of products and the shipping destination. Please call or e-mail us now if you need additional assistance.
 
Do you ship internationally? Yes. For shipments outside of North America, UPS international shipping rates apply.

How long will my order take to reach me? Products are shipped as they become available. You can determine a product's availability by looking at the availability date.

May I ship to more than one shipping address? Yes! You must be logged in to ship an order to multiple addresses. Simply add items to your cart and proceed to checkout. In the Shopping Cart area of the Checkout screen, use the dropdown box under each product listing to choose the recipient. The list of recipients on the dropdown is pulled from your Address Book. If the desired recipient is not already saved in your address book, simply click on "Add Recipients".
 
What if I’m ordering multiple copies of one item that I want to split up and ship to different recipients? In the Shopping Cart area of the Checkout screen, products listed with a quantity of 2 or more will have the option to "Ship to Multiple Addresses". Clicking on that link will display a pop-up window which allows you to split the copies into multiple shipping destinations. Enter the number of items you want shipped to each address. If the total quantity you enter is more than the item count, you will receive an error message when you try to complete your order, at which point you can make any edits necessary. When finished, click Return to Checkout.

How do I track my shipment? Log in to your account using the email address and password you set up during the registration process. In the My Account dashboard in the upper right of the web page, click on the Track a Shipment option. Search a shipment by date, PO/reference number, item number, or view orders by the individual(s) who placed them. Quickly review your shipment status with a convenient link to the UPS Web site.

How do I change my shipping address? Log in to your account using the email address and password you set up during the registration process. In the My Account dashboard in the upper right of the web page, click on the Address Book option. Select the contact you wish to edit and click on the View/Edit button. Change your shipping address, and then click Update.

Will I be charged separate shipping for backordered items? No, there is only one shipping charge per order. It will be billed with the first item that ships.



PRODUCTS:

How do I find what I'm looking for? First, try using the keyword search function located at the top of the screen. Type in a word or two relating to the product you are looking for and click Search. Or, if you know the title of the publication, just type in one or two words of the title. Item numbers and ISBN numbers may also be typed here. ISBN numbers must include the dashes (i.e., 1-56337-383-1). You may also choose to navigate to a product. To do this, start by clicking on any of the categories in the top navigation such as Products or Markets.

Of course, if you can't find what you're looking for, you may call 1.800.Optum (464.3649), option 1 or e-mail us.

What is the difference between a subscription product and an annual/edition product? A subscription is a product that is "updated" at least once during the year. Examples of subscription products are software, Web-enabled products, and resources that are updated, via mail or e-mail, multiple times in a 12-month period. An annual edition product is reprinted or published once a year.

What is your return policy? Here at Optum we believe in long-term relationships and want you to be happy with your purchase. If you are unsatisfied with your purchase, please return it within 60 days of receipt. Merchandise must be in saleable condition. Please read the full return policy terms and conditions before submitting a return.


I couldn't find the book I purchased last year; does that mean you do not sell it anymore? Not necessarily. We may have enhanced the product, changed the title, or merged it with another product. First, try using the keyword search function located at the top of the screen. Type in a word or two and click on Search. If you know the title of the publication, just type in one or two words.

Of course, if you can't find what you're looking for, you may call 1.800.Optum (464.3649), option 1 or e-mail us.

Do you offer demos for any of your products? We currently offer demos for many of our online and software solutions. Click here for a listing of our available demos.

I have a coding question-can you help? If you cannot locate an answer to something found in one of our books, we first suggest you review the introduction in the front of the book. We attempt to answer the most frequently asked questions regarding interpretation, tables and/or icon use. If you unable to locate the answer, try Optum Coding Answers - a web-based solution that allows you to submit your toughest questions online and receive responses from our experts in 48 to 72 hours.


 

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