2021 Best In KLAS Eligibility Enrollment Services

Perception

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.

Company/solution	Overall performance score (100-point scale)	Total evaluations	Trend (2020-2021)	Loyalty	Operations	Relationship	Services	Value

Optum Change Healthcare Eligibility and Enrollment Advocate	88.9	n=13	0%	A-	B	A-	B+	B+

Firstsource MedAssist Eligibility Enrollment Services	81.5	n=12	0%	B-	B	B+	B-	C+
	50.0	100.0

Company/solution	Trend (2020-2021)	Culture	Loyalty	Operations	Product	Relationship	Value

Optum Change Healthcare Eligibility and Enrollment Advocate 88.9 n=13 COMMENTS	0%	A-	B	A-	B+	B+
Firstsource MedAssist Eligibility Enrollment Services 81.5 n=12 COMMENTS	0%	B-	B	B+	B-	C+

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