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Eligibility and Enrollment Services (Change Healthcare) Commentary
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Mollie Hunt
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KLAS Research Director - Mollie Hunt
 
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Eligibility & Enrollment Services 2023: An Initial Look at Client Satisfaction
Eligibility & Enrollment Services 2023:
An Initial Look at Client Satisfaction
April 2023
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Commentary Summary

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User Commentary

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Director

Relationship, Operations, Value

The communication from Optum is superb. They reach out to me and provide updates on patients and...

Mar 2025
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Director

Operations

Optum's knowledge of the field is impressive because the subject does have some specialized...

Mar 2025
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Director

Operations

Optum could enhance their digital experience for patients. The firm has a portal, but I hear that it...

Mar 2025
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Manager

Loyalty, Operations

I would perhaps like to see strategies from Optum in terms of how to reduce the need for service,...

Feb 2025
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Manager

Operations, Services, Value

Optum has a timely return on the approvals if the firm receives them. The conversion rates are...

Feb 2025
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Manager

Relationship, Services

In the past when something was hacked and there were some issues in our system, the firm was able to...

Nov 2024
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Manager

Relationship

I enjoy the communication from Optum. I communicate really well with the in-house representative,...

Nov 2024
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Director

Loyalty, Relationship

We had an unfortunate situation with Optum, and they weren't willing to do something for us because...

Nov 2024
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Director

Loyalty, Relationship

Optum was doing really well, and then they had some turnover and kind of dropped the ball. We didn't...

Nov 2024
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Director

Relationship, Services

We wanted Optum to put someone on-site for one of our departments, and they said they would give us...

Nov 2024
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Director

Relationship

We have had some real hiccups with Optum. They had a breach, and then things just went south really...

Nov 2024
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Director

Services, Value

The patient experience has been slightly but not significantly impacted by Change Healthcare’s...

Jul 2024
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Director

Relationship, Value

Whether I would buy Optum again is a question I ask myself regularly. I'm going to say yes, strictly...

Jul 2024
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Director

Relationship, Services

Things have been challenging with Change Healthcare for obvious reasons. We utilize them for...

Jul 2024
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Director

Relationship, Operations

Optum is struggling to do things that they would normally have no issue with because they don't have...

Jul 2024
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Director

Relationship, Services

Our relationship with Optum can be divided into pre- and post-cyberattack. From a Medicaid...

May 2024
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Director

Relationship

Since the cyber event, there has been no executive involvement from Optum whatsoever. Before, the...

May 2024
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Director

Loyalty

We are going to have to replace Optum, unfortunately. We have merged with other hospitals and are...

May 2024
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Director

Relationship

On the outpatient side, Optum’s impact is less on bad debt than on some other areas because their...

May 2024
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Director

Relationship

Optum’s staff is very qualified. They present themselves well. Optum has some staff members who...

May 2024
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