Collections for Change Healthcare Users

Change Healthcare — now part of Optum following the 2022 acquisition by UnitedHealth Group — operates one of the largest healthcare technology platforms in the country. Their network processes billions of clinical and financial transactions annually, connecting providers, payers, and patients across the entire healthcare ecosystem. Organizations using Change Healthcare's clearinghouse, revenue cycle, and payment accuracy tools have access to powerful infrastructure for claims management. But even the most advanced platform can't replace the need for dedicated collection services when accounts age or patients fail to pay.

The Change Healthcare Ecosystem

Change Healthcare's product suite touches nearly every aspect of healthcare financial operations:

• Clearinghouse services — Electronic claim submission, eligibility verification, and remittance processing that streamline the payer-provider relationship.
• Revenue cycle management tools — Charge capture, coding assistance, denial management, and AR workflow automation.
• Payment accuracy — Clinical editing, payment integrity, and contract management solutions that ensure correct reimbursement.
• Patient engagement — Patient billing, payment portals, and financial communication tools.

These capabilities optimize the billing cycle for accounts that follow a standard resolution path. The challenge arises with accounts that don't resolve — patients who ignore statements, complex denials that exhaust internal resources, and balances that age past the point of efficient internal management.

Where MSB Fits In

MSB serves as the collection endpoint for organizations on the Change Healthcare platform. When an account exits your RCM workflow unresolved, it enters ours. We bring a fundamentally different set of tools to bear: persistent outreach by trained healthcare collectors, skip tracing for unresponsive patients, credit reporting capabilities, payment negotiation authority, and legal escalation options. These capabilities don't compete with Change Healthcare's platform — they extend it into territory where technology alone can't drive resolution.

Post-Breach Considerations

The 2024 Change Healthcare cyberattack disrupted claims processing for thousands of healthcare organizations. Many providers experienced significant AR backlogs, delayed payments, and cash flow disruptions. If your organization is still working through the aftermath — with aged accounts that accumulated during the outage — MSB can help recover those balances efficiently. We've worked with providers to prioritize breach-impacted accounts and apply appropriate collection strategies to volumes that surged during the recovery period.

Data Security and Compliance

Given the heightened focus on data security in the Change Healthcare ecosystem, MSB's robust information security program provides reassurance. We maintain encrypted data transmission, access-controlled systems, comprehensive audit trails, and workforce security training. All account data handled by MSB is protected by our HIPAA-compliant infrastructure and governed by business associate agreements that meet enterprise compliance standards.