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
Loyalty, Relationship
The people we have been working with from Optum are just amazing. I...
Director
Loyalty, Product
When it comes to Optum360 Enterprise CAC, I don't have any problem...
Analyst/Coordinator
Product, Value
Our coders are happy with the functionality overall of Optum360...
Analyst/Coordinator
Relationship
Sometimes Optum’s customer support is difficult to work through. There...
Analyst/Coordinator
Relationship, Product
The problems we see in Optum are really weird, random glitches that...
Director
Operations
Optum's implementation services rate just under the top of the scale...
Director
Culture, Value
The product is great most of the time, but the contract expense is an...
Director
Relationship
The vendor is highly engaged and has great collaboration to reach efficiencies....
Manager
Product
The system's CLI engine is one of its biggest strengths. The system is...
Director
Operations, Product
Upgrades should be seamless to the users, but when things break, we...