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
Value
When it comes to charging, Optum seems to hit us for everything. They...
Director
Relationship
We escalate our issues quite a bit with Optum, and we have a lot of...
VP/Other Executive
Product, Value
The product helps ensure that we are capturing the diagnosis codes...
VP/Other Executive
Operations
Implementation is my main concern with Optum. That could be improved....
VP/Other Executive
Product
Some of the reporting could be improved. There are disconnects between...
VP/Other Executive
Relationship
What really stands out about Optum is their size and the relationships...
Director
Loyalty, Relationship, Product
The in-office program is a strength. It drives in-office encounters...
Director
Culture, Relationship
Optum’s customer service is great. If I call them and need something,...
Director
Loyalty, Product
We are able to use the solution's analytics function. We are doing a...
Director
Product
In the Optum program, there may or may not be personnel. There are...