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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Director
Relationship, Operations, Value
The communication from Optum is superb. They reach out to me and...
Director
Operations
Optum's knowledge of the field is impressive because the subject does...
Director
Operations
Optum could enhance their digital experience for patients. The firm...
Manager
Loyalty, Operations
I would perhaps like to see strategies from Optum in terms of how to...
Manager
Operations, Services, Value
Optum has a timely return on the approvals if the firm receives them....
Manager
Relationship, Services
In the past when something was hacked and there were some issues in...
Manager
Relationship
I enjoy the communication from Optum. I communicate really well with...
Director
Loyalty, Relationship
We had an unfortunate situation with Optum, and they weren't willing...
Director
Loyalty, Relationship
Optum was doing really well, and then they had some turnover and kind...
Director
Relationship, Services
We wanted Optum to put someone on-site for one of our departments, and...