2024 Best In KLAS IT Consulting Services (Payer)

In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.

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.

	Overall performance score (100-point scale)	Trend (2023-2024)	# of unique orgs	Loyalty	Operations	Relationship	Services	Value

Huron	89.5	N/A	8	A-	B+	A-	B+	B+

Tegria	88.8	+4%	11	A-	B	B+	B+	B

Emids	88.5	+3%	10	A-	B	A-	B+	B
	50.0	100.0

	Overall Performance Score (100-point scale)	# of unique orgs	Loyalty	Operations	Relationship	Services	Value

Accenture L	97.2	3	A+	A-	A+	A+	A

CitiusTech L	86.7	5	A-	B-	B+	B-	B

Cognizant L	83.1	4	A-	B	B+	B+	D+

HTC Global Services	74	6	C	C	B	D	C-

IQVIA L	82.5	5	B	B-	B+	B-	B-

Optum Change Healthcare L	96.9	3	A+	A	A	A	A+

UST L	93.1	3	A	A-	A	B+	A

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