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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Manager
Relationship
We have been with Optum for so long, and they have gotten so massive....
Manager
Product
We use the Clearance Patient Access Suite side for eligibility...
VP/Other Executive
Loyalty, Relationship
When it comes to being proactive, our actual account representatives...
VP/Other Executive
Loyalty
We are planning to use systems from multiple vendors for insurance...
VP/Other Executive
Value
Optum nickel-and-dimes us a bit. The bigger issues that we are dealing...
VP/Other Executive
Product
Clearance Patient Access Suite is a pretty stale product that Optum...
VP/Other Executive
Product
We have never been able to roll the system out at scale because of the...
VP/Other Executive
Culture
The vendor avoids charging for every little thing, but I guess that is...
Director
Product
After a ransomware attack, the vendor got Clearance Patient Access...
Director
Product
We aren't utilizing the tool to its capacity. While it has our prices...