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.
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VP/Other Executive
Product
We are really pleased with Assurance Reimbursement Management. Optum...
Director
Relationship
For overpayment and recovery, we still have a few issues we are...
Director
Culture, Product
For overpayment and recovery, we would like a little predictive...
VP/Other Executive
Product
Optum allows for a lot of customization in terms of bridge routines...
VP/Other Executive
Product
The product is not embedded within our registration system in terms of...
VP/Other Executive
Relationship, Operations
We have a person who has been communicating with us when we have...
VP/Other Executive
Operations
Optum brought the product back after the breach as a new...
VP/Other Executive
Loyalty, Product
The edits and scrubbing are basically why we are with the product....
VP/Other Executive
Relationship
The support has been reasonable. Optum's support people were at least...
VP/Other Executive
Relationship
Every time I turn around, my executive has been fired. Optum has had...