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Assurance Reimbursement Management
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Optum/Change Healthcare Merger: Customer Insights 2022
Optum/Change Healthcare Merger:
Customer Insights 2022
August 2022
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User Commentary

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Manager

Service and Support

Change Healthcare’s service is proactive. They alert us right away if files haven't been transmitted...

Oct 2022
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Manager

ROI / Cost (care and feeding)

Change Healthcare changed how they charge for price transparency. When we first did this process a...

Oct 2022
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Manager

Functionality and Upgrades

My billers like Change Healthcare and their edits because they will direct us right to the LCDs for...

Oct 2022
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Manager

Implementation and Training

Change Healthcare’s training is there if someone has the time to use it, but I have never really...

Oct 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

Change Healthcare seems to charge us for certain things that are not in our contract.

Sep 2022
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Analyst/Coordinator

Service and Support

It is nice that the support team at Change Healthcare is very personable and knows the system. They...

Sep 2022
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Analyst/Coordinator

Other Observations & Comments

We don’t know whether Change Healthcare is causing the issues we have been seeing with the...

Sep 2022
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Analyst/Coordinator

Interfacing and Integration

There are payers out there that we would like to enable to submit things electronically but that...

Sep 2022
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Manager

Functionality and Upgrades

Assurance Reimbursement Management is good at staying on top of payer edits because the claims will...

Sep 2022
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Manager

Functionality and Upgrades

We have had some issues moving from Internet Explorer to Edge or Chrome. Some things don’t work the...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

The product is a very easy tool to use and manage. The product’s reporting capability is very easy...

Sep 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

According to our management team, the vendor’s charges are always too high.

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

The product’s clean rates are good, but I wish that the bridge routines would not factor into some...

Sep 2022
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Analyst/Coordinator

Other Observations & Comments

No one from Change Healthcare reaches out to us other than to send us papers for training. No one...

Sep 2022
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Analyst/Coordinator

Service and Support

We have direct contact with a contractor. I can email people for reporting. Other than that, we...

Sep 2022
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Manager

Functionality and Upgrades

Change Healthcare has done an excellent job with claim scrubbing. That functionality is very robust....

Sep 2022
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Manager

Implementation and Training

The communication with Change Healthcare could definitely be improved. The vendor has a lot of RPA,...

Sep 2022
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Manager

Functionality and Upgrades

As far as navigating the system goes, I think it is pretty user friendly. But as far as the claims...

Sep 2022
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Manager

Relationship

The person from Change Healthcare that is always working on our account is very hands on. They are...

Sep 2022
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Analyst/Coordinator

Service and Support

We are dealing with a huge company, and we are a small facility, so sometimes we get lost in the...

Aug 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

Every little add-on product costs a certain amount of money. We opted for the basic model and came...

Aug 2022
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Analyst/Coordinator

Implementation and Training

The education and training are challenging because there are all these modules, and the vendor has a...

Aug 2022
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Analyst/Coordinator

Service and Support

We will log a ticket, and the Change Healthcare support people will send an email with the service...

Aug 2022
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Analyst/Coordinator

Other Observations & Comments

Whenever I give recommendations, I always go over the pros and cons with people so that they have a...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

The remittance management piece works pretty well for us. I have not heard of any complaints from...

Aug 2022
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Analyst/Coordinator

Other Observations & Comments

The reason why our claims aren't clean is usually that there is something that needs to be corrected...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

I don’t know whether I would choose the product again. I have not investigated other options enough....

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

We hardly ever have any issues with claims going out the door. The vendor lets us know if they are...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

The front-end piece of the system is fairly user friendly for the billers, but the back end is a bit...

Aug 2022
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Director

Functionality and Upgrades

With Change Healthcare, we are on a turnkey solution, and the technology is lacking desperately. It...

Aug 2022
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Director

Service and Support

One of the vendor’s executives is pretty great to work with, but some of the other team members are...

Aug 2022
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Director

Relationship

Change Healthcare is probably my least favorite vendor to work with. I am worried about the vendor...

Aug 2022
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VP/Other Executive

Functionality and Upgrades

We have been relatively happy with Assurance Reimbursement Management, but there are some things...

Jul 2022
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VP/Other Executive

Service and Support

Change Healthcare has always had a good solid product, and their folks are really good to work with...

Jul 2022
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Analyst/Coordinator

Other Observations & Comments

Assurance Reimbursement Management is a really good product, and I really enjoy using it. The only...

Jul 2022
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Analyst/Coordinator

Service and Support

The customer service from Change Healthcare is always helpful. Anytime we have had unique needs and...

Jul 2022
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Analyst/Coordinator

Future Outlook

We are moving away from Change Healthcare because our leadership is unhappy with the contract. From...

Jul 2022
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Director

Relationship

I don't feel like Change Healthcare is committed to our success. We are a number and a time line....

Jun 2022
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Director

Relationship

Everything from training to implementation has been a struggle. We are actually challenging the...

Jun 2022
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Director

Functionality and Upgrades

We are not in love with the tool, but we are in love with being able to assess our performance. That...

Jun 2022
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Manager

Functionality and Upgrades

It is easy to check the status of our processes in the product. The system is pretty user friendly...

Jun 2022
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Manager

Functionality and Upgrades

It is nice to have everything in one spot in Change Healthcare's product. We can pull the remittance...

Jun 2022
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Manager

Service and Support

I have never received any training from Change Healthcare, but I have called their support people...

Jun 2022
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VP/Other Executive

Relationship

We had a fantastic representative from the vendor, but they left. We were concerned about that...

Jun 2022
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VP/Other Executive

Implementation and Training

With all the bridge routines and the edits that we have been building in the product, the vendor has...

Jun 2022
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

I want to go to one scrubber for our organization. We work directly with Change Healthcare, and we...

Jun 2022
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Manager

Functionality and Upgrades

We have used Assurance Reimbursement Management for so long that it is just familiar to us. I don't...

Jun 2022
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Manager

Service and Support

I like Change Healthcare. We have representatives who usually respond quickly.

Jun 2022
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Manager

Functionality and Upgrades

Assurance Reimbursement Management definitely fills some holes that are left by another system we...

Jun 2022
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Director

Relationship

We had one situation that really exemplifies the new company since Change Healthcare got bought out....

Jun 2022
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Analyst/Coordinator

Functionality and Upgrades

I like that Assurance Reimbursement Management is very easy to use. The system looks like a claim...

Jun 2022
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Analyst/Coordinator

Relationship

Change Healthcare has been very proficient at communicating their technology strategy and road map....

Jun 2022
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Analyst/Coordinator

Service and Support

Sometimes we have challenges explaining what specific issues we are having. It can take a long time...

Jun 2022
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Director

Relationship

There were some situations where the vendor's people were egregiously and constantly passive...

Jun 2022
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Director

Relationship

Change Healthcare has the ability to be the best of the best. In my opinion, they were a year ago....

Jun 2022
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Director

Service and Support

We have a person from Change Healthcare who works with us, and that person has literally been the...

Jun 2022
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Director

Sales and Contracting

Previously, Change Healthcare was one of the best vendors we had ever had. A couple of years ago,...

Jun 2022
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Director

Implementation and Training

One of the implementation employees wasn't as knowledgeable or as helpful as they could have been....

Jun 2022
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Director

Implementation and Training

During our implementation, Change Healthcare would disagree with our decisions because they wanted...

Jun 2022
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Director

Functionality and Upgrades

Change Healthcare's product has strength of reporting, but we didn't get good training on what is...

May 2022
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Director

Service and Support

When we need support, getting anyone at Change Healthcare to respond and give us answers takes...

May 2022
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Director

Future Outlook

We are looking to replace Change Healthcare because we are not happy with their services or the...

May 2022
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Manager

Functionality and Upgrades

The vendor continues to put out new features and update things to keep up with regulations. Change...

May 2022
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Manager

ROI / Cost (care and feeding)

There is a cost for the extra service of splitting more things out in terms of remittance...

May 2022
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Manager

Relationship

We have never had any complaints about Change Healthcare or their product. They have always been...

May 2022
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Manager

Service and Support

In terms of IT, the solution requires little maintenance to stay up and running. I help dig further...

May 2022
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Manager

Functionality and Upgrades

Change Healthcare gives us some control to make the customizations we want. But Change Healthcare is...

May 2022
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Director

Service and Support

We lost an account manager from the vendor, and I didn't even know we had a new one. I never knew...

May 2022
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Director

Other Observations & Comments

We had a flat rate that we paid for the product each month.

May 2022
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Director

Implementation and Training

Change Healthcare really wanted to train us, but I didn't really need training. I needed the vendor...

May 2022
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Director

Functionality and Upgrades

There were bridges that I wanted to have built into the product. Getting that done was so hard that...

May 2022
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CIO

Other Observations & Comments

We are going to do an RFP for our EMR, and the Change Healthcare product will be part of the...

May 2022
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CIO

Technology

The product is very stable. It is very low maintenance. We just do the upgrades. There is very...

May 2022
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CIO

Relationship

We don't know the vendor’s vision. We don't have a vendor relationship. They don't meet with us on a...

May 2022
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Director

Relationship

I have not been happy with Change Healthcare. Some of our issues were because of our own...

May 2022
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Director

Functionality and Upgrades

Change Healthcare does what they claim to do. They get our claims out there. The product is...

Apr 2022
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Director

Functionality and Upgrades

We are looking forward to having better feedback for reporting and for our rejections. Overall,...

Apr 2022
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Director

Service and Support

The problem with Change Healthcare’s service is that when we have an issue, we call their support...

Apr 2022
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VP/Other Executive

Functionality and Upgrades

The product works well. I am satisfied with the product now, and I hope I will be satisfied in the future....

Apr 2022
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VP/Other Executive

Relationship

Change Healthcare's service could be more proactive if they communicated and figured out what is...

Apr 2022
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Manager

Service and Support

In the past, I have sent the vendor emails and never heard back. The vendor gives us the basics...

Apr 2022
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Manager

Functionality and Upgrades

I like the productivity information in the product. It basically helps us try to make sure that...

Apr 2022
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Manager

Functionality and Upgrades

Every payer has different billing guidelines, and I would expect that if we make changes in our EMR,...

Apr 2022
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Director

ROI / Cost (care and feeding)

The firm always wants to add something in terms of cost.

Apr 2022
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Director

Service and Support

We meet with Change Healthcare regularly, and I like the fact that those meetings are pretty...

Apr 2022
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Director

Service and Support

We only hear from the firm's executives when something is very wrong. It takes a while for the...

Apr 2022
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VP/Other Executive

Functionality and Upgrades

We had some hiccups when we first started with Assurance Reimbursement Management, but we have seen...

Apr 2022
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Manager

ROI / Cost (care and feeding)

I liked our previous claims product better, but Assurance Reimbursement Management is okay with...

Apr 2022
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Manager

ROI / Cost (care and feeding)

We switched to Change Healthcare because of the cost of their product. We are getting our money’s...

Apr 2022
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Manager

Service and Support

I don't use the vendor's web support system, but the few times I have called, the vendor has been...

Apr 2022
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Manager

Service and Support

I see emails come out about upgrades and different things. I know not to be on the system on certain...

Apr 2022
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Manager

Implementation and Training

I would not buy Change Healthcare's clearinghouse again. The biggest thing was that I got no support...

Apr 2022
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Manager

Functionality and Upgrades

I like Change Healthcare, but their product is not one I would choose. I would go and see what else...

Apr 2022
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Manager

Functionality and Upgrades

The product really hasn't had any upgrades. I know there have been no changes because nothing is different....

Apr 2022
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Director

ROI / Cost (care and feeding)

Change Healthcare doesn't avoid charging for every little thing. Their charges are detailed and...

Mar 2022
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Director

Service and Support

Sometimes we get into a bit of a battle with Change Healthcare when we get an error that they need...

Mar 2022
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Director

Implementation and Training

The problem with Change Healthcare's implementations is that their employees oftentimes only come...

Feb 2022
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Director

Service and Support

Change Healthcare needs more integration expertise because most of the time, the product is an...

Feb 2022
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Director

Service and Support

Change Healthcare is fine when it comes to EDI transaction claims. At one point, Change Healthcare...

Feb 2022
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Director

Other Observations & Comments

As far as Change Healthcare being part of our long-term plans goes, I don't know how hard it would...

Feb 2022
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Director

Relationship

Change Healthcare will send their clients sales representatives and customer service...

Feb 2022
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Director

Other Observations & Comments

The vendor's core products all work fine, but I am not crazy about their other services.

Feb 2022
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VP/Other Executive

Functionality and Upgrades

Whether I would recommend Change Healthcare's product to a peer is a trick question because Change...

Feb 2022
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VP/Other Executive

Relationship

The product has not evolved. We have asked for some new things that other vendors are starting to...

Feb 2022
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VP/Other Executive

Service and Support

In our customer-service relationship with Change Healthcare, we have to chase them down and escalate...

Feb 2022
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Director

ROI / Cost (care and feeding)

The product helps us with revenue cycle meetings. Some of the things we try to do with our host...

Feb 2022
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Director

Interfacing and Integration

Assurance Reimbursement Management has been our solution. It interfaces well with our eligibility...

Feb 2022
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Director

Relationship

Change Healthcare has been awesome. I always say good things about Change Healthcare. We have a...

Feb 2022
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Director

Functionality and Upgrades

Claims are coming through, and the edits and everything are working appropriately. The reimbursement...

Feb 2022
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Director

Functionality and Upgrades

The product is great at reporting, and we can do some customization. We regularly get the scorecards...

Feb 2022
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Director

Interfacing and Integration

The strength of Change Healthcare is that they are a large player in the market, so they have a lot...

Feb 2022
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Director

Relationship

We wish our account representatives for Assurance Reimbursement Management were more knowledgeable....

Feb 2022
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Director

Relationship

The Optum and Change Healthcare merger makes us nervous due to concerns of the vendors monopolizing...

Feb 2022
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Director

Implementation and Training

Change Healthcare's product is great, but their IT support was lacking during the implementation....

Feb 2022
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Director

Implementation and Training

Change Healthcare did not keep their promises in terms of the timeline for completing the project....

Feb 2022
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Director

Functionality and Upgrades

We have no plans to move away from Assurance Reimbursement Management that we know of. It has worked...

Jan 2022
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Director

Interfacing and Integration

With Change Healthcare, we have seen better integration with our patient management system, and...

Jan 2022
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Director

Relationship

Whenever we need to make modifications or do anything new with regulations, Change Healthcare is...

Jan 2022
||
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Director

Functionality and Upgrades

The support team has so much turnover, and they are unresponsive to tickets. The product has very...

Jan 2022
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VP/Other Executive

Future Outlook

We have a relationship with another vendor who can get us Medicare data quicker than Change...

Jan 2022
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VP/Other Executive

Functionality and Upgrades

Change Healthcare could improve on the commercial side. I would also like them to include some of...

Jan 2022
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VP/Other Executive

Future Outlook

There are a lot of tools in the market right now, but if I were starting over, Change Healthcare's...

Jan 2022
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VP/Other Executive

Future Outlook

I haven’t seen a lot of new technology from Change Healthcare except the cloud. From a security...

Jan 2022
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VP/Other Executive

Service and Support

We meet with a Change Healthcare representative regularly, and that is a benefit. We are a large...

Jan 2022
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VP/Other Executive

Relationship

Optum has acquired Change Healthcare, and we are still using the same application. We haven't seen a...

Jan 2022
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Manager

Relationship

Anytime I have any issues and am not getting results at a customer-service level, I can always reach...

Dec 2021
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Manager

Functionality and Upgrades

I wish that Change Healthcare would be a little more on top of the payer bulletins. Recently, there...

Dec 2021
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Manager

Other Observations & Comments

Assurance Reimbursement Management is working well. We haven’t had any issues. The vendor is in the...

Dec 2021
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Manager

Service and Support

It is pretty easy to put in a service order with Change Healthcare. If I am noticing an issue, they...

Dec 2021
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Manager

ROI / Cost (care and feeding)

I am noticing we are getting charged for every little thing now, and I don’t remember that being the...

Dec 2021
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