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Clearance Patient Access Suite
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User Commentary

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Analyst/Coordinator

Interfacing and Integration

The product is rather user friendly and easy to use. It integrates with our current system, so we do...

Mar 2023
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Analyst/Coordinator

Implementation and Training

The training from Change Healthcare is always really high level. I was not there for the...

Mar 2023
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Analyst/Coordinator

Service and Support

The vendor is good. If we have a problem, we open a ticket, and the vendor follows up with us within...

Mar 2023
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Director

Functionality and Upgrades

We get our money’s worth for the product because the tools that Change Healthcare has available are...

Mar 2023
||
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Director

Service and Support

Change Healthcare responds to us, but their response time has been a bit longer than what I...

Mar 2023
||
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Director

Relationship

We have such a close relationship with Change Healthcare. They do what we need them to do in a...

Mar 2023
||
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Director

Interfacing and Integration

We have had some hiccups lately with the conversion from our old HIS to the new system. The...

Mar 2023
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Director

Functionality and Upgrades

I would like to see more insurance vendors available to us. The vendor could improve their...

Mar 2023
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Director

Service and Support

Change Healthcare immediately recognizes service orders that I submit, and I normally have a...

Mar 2023
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Analyst/Coordinator

Future Outlook

We will eventually be moving away from Clearance Patient Access Suite because of consolidations, and...

Mar 2023
||
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Analyst/Coordinator

Service and Support

I like Change Healthcare’s customer support. When the price estimates are not accurate, that is...

Mar 2023
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Analyst/Coordinator

Functionality and Upgrades

There are some things I would love to have the ability to change in the tool. Every payer looks the...

Mar 2023
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Analyst/Coordinator

Implementation and Training

Change Healthcare’s implementation services are great, especially with the knowledge center,...

Mar 2023
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Analyst/Coordinator

Service and Support

The customers are usually the ones that contact Change Healthcare about problems, and then the...

Mar 2023
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VP/Other Executive

Service and Support

We have had issues that we discovered sometimes further along than we should have. I feel like we...

Mar 2023
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VP/Other Executive

Technology

We are pretty satisfied with the real-time eligibility tool. We like the reliability and integration...

Mar 2023
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VP/Other Executive

Technology

Change Healthcare has primarily not kept their promises related to their authorization and...

Mar 2023
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VP/Other Executive

Implementation and Training

Change Healthcare has some training offerings, but those are very heavily offered through an...

Mar 2023
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Director

Service and Support

The most important thing for the vendor to improve is their technical support. It would be nice to...

Jan 2023
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Director

Implementation and Training

Our implementation was a disaster. We had a horrific project manager for our implementation. We...

Jan 2023
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Director

Functionality and Upgrades

The product is a good fundamental tool, and it does the basics well. There are no performance issues...

Jan 2023
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Director

Interfacing and Integration

When I buy products from a vendor, I assume that there is some level of commonality from one system...

Jan 2023
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Analyst/Coordinator

Functionality and Upgrades

Clearance Patient Access Suite is an easy way to get standard information.

Jan 2023
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Analyst/Coordinator

Functionality and Upgrades

The system is user friendly, even for end users and the people who are managing the system. Our...

Jan 2023
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Analyst/Coordinator

Service and Support

If someone fixes an account that is showing an error in the system, once that is fixed and done...

Jan 2023
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Director

Other Observations & Comments

Change Healthcare has had a lot of changes and acquisitions, but that is how the corporate structure...

Jan 2023
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Director

Implementation and Training

The initial training with Change Healthcare was good. We are struggling a bit with ongoing training,...

Jan 2023
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Director

Other Observations & Comments

Change Healthcare has some cool things out there that I am looking for.

Jan 2023
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Director

Service and Support

Change Healthcare’s support can be a little challenging. Clearance Patient Access Suite is...

Jan 2023
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Manager

Service and Support

The vendor's support folks are great. Our account executive is really good. They are very responsive...

Jan 2023
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Manager

Other Observations & Comments

The vendor is proactive about some things, but with downtime, we report it and find that they have...

Jan 2023
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Analyst/Coordinator

Service and Support

Change Healthcare has very technical second-tier support resources that I enjoy working with. They...

Jan 2023
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Analyst/Coordinator

Functionality and Upgrades

Our patient financial services department uses another Change Healthcare product, and they are not...

Jan 2023
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Director

Relationship

Change Healthcare is constantly updating the insurance they utilize, but they keep me updated. In...

Jan 2023
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Director

Service and Support

Everybody I have encountered from Change Healthcare in meetings, implementations, and go-lives has...

Jan 2023
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Director

Technology

We have a kiosk that patients can use, and once they see a nurse, an account gets created with...

Jan 2023
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Director

Interfacing and Integration

When we were doing a demo with Change Healthcare, our clearance was bidirectional, but when we got...

Jan 2023
||
(0)
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Director

Service and Support

Change Healthcare has had some customer service issues, and they have dropped the ball a few times....

Jan 2023
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(0)
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Director

Relationship

The one thing I like about Change Healthcare is that their on-site manager is very responsive and...

Jan 2023
||
(0)
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Director

Relationship

The Change Healthcare executives are very slow to react. They flatter us a lot, and I know what they...

Jan 2023
||
(0)
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VP/Other Executive

Relationship

We identified some problems, and we put workarounds in place. But what usually happens with...

Dec 2022
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VP/Other Executive

Relationship

I would like the vendor to do the contract reviews at regular intervals rather than letting a long...

Dec 2022
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VP/Other Executive

Service and Support

We did a review of our Change Healthcare products so we could decide what we needed. Throughout that...

Dec 2022
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VP/Other Executive

Sales and Contracting

I would call Change Healthcare a partner rather than just a vendor. We all enjoyed the process of...

Dec 2022
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VP/Other Executive

Other Observations & Comments

We want to go with a smart paying option on our website. And in the process of making a decision for...

Dec 2022
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Director

Future Outlook

The tool is adequate. The biggest problem we saw with the product is the infrastructure wasn't...

Dec 2022
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Director

Implementation and Training

The training is adequate, but there is a lot more that Change Healthcare could do there.

Dec 2022
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(0)
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Director

Functionality and Upgrades

Change Healthcare promoted their solution as effectively integrated with our EMR, but in many cases,...

Dec 2022
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(0)
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Director

Relationship

Six months ago, I would have scored Change Healthcare’s service and executive involvement very low,...

Dec 2022
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(0)
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Director

Implementation and Training

The eligibility feature in the product is nice. During the go-live, the vendor was quick to respond...

Sep 2022
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Director

Implementation and Training

We would have appreciated a watch rating when training for the product, and we would have liked to...

Sep 2022
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Director

Sales and Contracting

Change Healthcare's sell was that their system had everything. However, I don’t feel like the vendor...

Sep 2022
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Director

Service and Support

Support from Change Healthcare is okay. When it seems like when we are at the point of cracking and...

Sep 2022
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Director

Functionality and Upgrades

The reporting functionality in the system is poor. We are not getting viable reports. Everything is...

Sep 2022
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Director

Relationship

One thing Change Healthcare needs to work on is staying power. The lack of consistency with the...

Sep 2022
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Director

Interfacing and Integration

The estimator tool in the system is really a third-party tool. We have to work through Change...

Sep 2022
||
(0)
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Analyst/Coordinator

ROI / Cost

The product's design is pretty good, and the product does what it is supposed to do. We are...

Aug 2022
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(0)
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Analyst/Coordinator

Interfacing and Integration

The pain points with the product come when trying to get things set up. When adding an interface for...

Aug 2022
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Analyst/Coordinator

Service and Support

With the vendor's customer service, whenever I call in or log in a ticket or a service order, the...

Aug 2022
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Analyst/Coordinator

Service and Support

Overall, the product does what it is supposed to do. If there are any issues with the product, then...

Aug 2022
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Analyst/Coordinator

Implementation and Training

We have to search for what we are looking for with training. We don’t have an educational liaison...

Aug 2022
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VP/Other Executive

Functionality and Upgrades

The product is not hard to use at all. Depending on the EHR an organization uses, Clearance Patient...

Jul 2022
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VP/Other Executive

Interfacing and Integration

Change Healthcare needs to take all of their products and tie them all together, but they don't....

Jul 2022
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VP/Other Executive

Relationship

Change Healthcare has done a good job of keeping promises on their end as much as they can based on...

Jul 2022
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Director

ROI / Cost

The solution gives us more information than our previous solution, drilling down on types of denials...

Jul 2022
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(0)
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Director

Implementation and Training

From the standpoint of the implementation and training out of the gate, it took a while to collect...

Jul 2022
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(0)
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Director

Functionality and Upgrades

The system is bulky in the way that information is sent and received. The way the process is set up,...

Jul 2022
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(0)
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VP/Other Executive

Implementation and Training

Change Healthcare has education modules that are already set up for new trainees and ongoing...

Jul 2022
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(0)
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VP/Other Executive

Lessons Learned

It is important for customers to understand that some of the responsiveness of the access to...

Jul 2022
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(0)
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VP/Other Executive

Functionality and Upgrades

Clearance Patient Access Suite serves a particular purpose for our limited scope in terms of...

Jul 2022
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(0)
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VP/Other Executive

Technology

It has been happening more in the past year that things will break or things won’t be working right....

Jul 2022
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(0)
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VP/Other Executive

Functionality and Upgrades

The product is very easy to use. It meets all of our needs, and the vendor is always updating it....

Jul 2022
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(0)
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VP/Other Executive

Implementation and Training

The upgrades from Change Healthcare are good, but the installation part of the upgrades is not good....

Jul 2022
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VP/Other Executive

Service and Support

We have a person from Change Healthcare that takes care of us. They are not an executive, but they...

Jul 2022
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VP/Other Executive

Future Outlook

We are moving to a new EHR, and Change Healthcare is not a preferred partner for our new EHR vendor....

Jul 2022
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(0)
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VP/Other Executive

Relationship

Change Healthcare is responsive when there are issues or problems with the system and when we have...

Jul 2022
||
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Director

Other Observations & Comments

An eligibility and estimator tool is definitely part of our long-term plans. I am not sure whether...

Jul 2022
||
(0)
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Director

Functionality and Upgrades

We need to find a way to look only at the accounts that we really have to work with. If we already...

Jul 2022
||
(0)
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Director

Service and Support

We had an internal problem, and we got the vendor’s support people involved. They helped us figure...

Jul 2022
||
(0)
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Director

Functionality and Upgrades

The solution behaves the way that it should. I don't think that we have to do a lot of maintenance...

Jun 2022
||
(0)
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Director

Implementation and Training

During our implementation, it was very odd that the vendor didn't have the understanding that we...

Jun 2022
||
(0)
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Analyst/Coordinator

Service and Support

The support used to be better than it has been lately. It has been difficult throughout the COVID-19...

Jun 2022
||
(0)
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Analyst/Coordinator

ROI / Cost

The way Change Healthcare sells Clearance Patient Access Suite today is way different than what I...

Jun 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

Clearance Patient Access Suite is easy to use, and I have recommended it to others. Our users...

Jun 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

I see a lot of emails about new technology that Change Healthcare has. We don't take advantage of...

Jun 2022
||
(0)
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Analyst/Coordinator

Implementation and Training

Change Healthcare doesn’t keep all their promises. The transition with Ahi QA was a bit painful. The...

Jun 2022
||
(0)
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Manager

Functionality and Upgrades

We are not dissatisfied with Clearance Patient Access Suite. It works. It is just very limited in...

Jun 2022
||
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Manager

ROI / Cost

We have the authorization tool in Clearance Patient Access Suite, but we don’t really use it. That...

Jun 2022
||
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Manager

Functionality and Upgrades

I like that the product’s report card helps us keep registrars on track with any issues. It is not...

Jun 2022
||
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Director

Functionality and Upgrades

Clearance Patient Access Suite behaves the way that it should, and I don't believe there is a lot of...

Jun 2022
||
(0)
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Director

Implementation and Training

During our implementation, the vendor didn’t consider that we would need to implement after hours....

Jun 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

I like that Clearance Patient Access Suite is easy to read. When we check eligibility, the...

May 2022
||
(0)
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Analyst/Coordinator

Relationship

I don't feel 100% confident that Change Healthcare understands our goals and challenges. We have...

May 2022
||
(0)
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Manager

Functionality and Upgrades

Recently, Change Healthcare moved to a cloud solution, and that was a disaster. For the first...

May 2022
||
(0)
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Manager

Functionality and Upgrades

Change Healthcare is meeting our needs the best they can, and we have built the necessary...

May 2022
||
(0)
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Manager

Service and Support

Change Healthcare has gone through many team members for support. The vendor doesn't return calls or...

May 2022
||
(0)
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Manager

Relationship

We have done our due diligence, and Change Healthcare remains one of the greatest vendors in their...

May 2022
||
(0)
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Manager

Functionality and Upgrades

Clearance Patient Access Suite works well, and it integrates with our HIS. Our registration staff...

May 2022
||
(0)
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CIO

ROI / Cost

The vendor avoids charging for every little thing. They are fair with pricing.

Apr 2022
||
(0)
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CIO

Implementation and Training

The vendor doesn’t do any training. They always tell us that we can do training on our own, and if...

Apr 2022
||
(0)
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CIO

Functionality and Upgrades

The functionality that was demonstrated for the product wasn't delivered.

Apr 2022
||
(0)
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CIO

Relationship

I would tell others that the products are good, but organizations need to engage in an...

Apr 2022
||
(0)
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Director

Relationship

I am happy with Change Healthcare and would buy the system from them again. We work well together,...

Apr 2022
||
(0)
 Thank you  Helpful

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Director

Service and Support

I have a contact at Change Healthcare that is very helpful when I need anything. It is nice to be...

Apr 2022
||
(0)
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Director

Relationship

I have noticed a change with Change Healthcare as of late. I am able to get assistance easier and...

Apr 2022
||
(0)
 Thank you  Helpful

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Director

Functionality and Upgrades

Change Healthcare's system is a great tool that works in the background with our main hospital...

Apr 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

Change Healthcare is pretty good about delivering new technology.

Apr 2022
||
(0)
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VP/Other Executive

Relationship

The vendor’s executives are pretty proactive.

Apr 2022
||
(0)
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VP/Other Executive

Future Outlook

We haven't had any issues that Change Healthcare hasn't been able to solve. I am very happy with...

Apr 2022
||
(0)
 Thank you  Helpful

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Manager

ROI / Cost

I don’t like the eligibility product at all. I wouldn’t recommend Clearance Patient Access Suite....

Apr 2022
||
(0)
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Evaluating Enterprise EMR Vendors in the Patient Access Market
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Our Patient Access 2021 report shares organizations’ perceptions of how well positioned their enterprise EMR vendors are to deliver patient access functionality.
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Perception
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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.
Performance
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Patient Access 2021
09 December 21    |   Alex McIntosh and Dustin Cragun
Due to the ever-increasing complexity of revenue cycle management, organizations have historically had to supplement patient access functionality from their enterprise EMR vendor with third-party revenue cycle vendors. But with the push toward software consolidation, organizations would like their enterprise EMR vendors to further develop patient access capabilities and better meet customers’ growing needs. This report examines the patient access offerings of enterprise EMR vendors † Cerner, Epic, and MEDITECH and shares customers’ perception of how well positioned these vendors are to deliver functionality currently provided by third parties. To view performance data for third-party vendors, click here . † KLAS was unable to interview a sufficient number of Sunrise Financial Manager customers to include data for Allscripts’ patient access offering. What Is Patient Access? For the purposes of this report, patient access functionality includes address verification, cost estimates, coverage discovery, eligibility verification, medical necessity, prior authorizations, propensity to pay, registration QA, and scheduling. KLAS acknowledges this functionality is closely related to other areas like patient experience improvement, patient financial engagement, and patient intake management. To access data about these additional areas, view the relevant market segments on the KLAS website.



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