2021 Best In KLAS Eligibility Enrollment Services

Perception

Optum/Change Healthcare Merger

16 August 22 | Boyd Stewart and Sam Eaquinto

In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.

The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2021. Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment. View Awards Show Recordings

Company/solution	Overall score	Total evaluations	Trend (2020-2021)	Loyalty	Operations	Relationship	Services	Value

Change Healthcare Eligibility and Enrollment Advocate	88.9	n=13	0%	A-	B	A-	B+	B+

Firstsource MedAssist Eligibility Enrollment Services	81.5	n=12	0%	B-	B	B+	B-	C+
	50.0	100.0		*Limited Data

Company/solution	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value

Change Healthcare Eligibility and Enrollment Advocate 88.9 n=13 COMMENTS	0%	A-	B	A-	B+	B+
Firstsource MedAssist Eligibility Enrollment Services 81.5 n=12 COMMENTS	0%	B-	B	B+	B-	C+

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