Optum Physician Reviews

“Flexible interface and EHR integration

Pros

The interface strikes an excellent balance between flexibility and functionality. I was able to integrate it easily with our EHR system a process that was surprisingly smooth and trouble-free.

Cons

From my experience working there, I noticed the company goes through constant reorganizations and management turnover which often leads to uncertainty and mixed messages.

“Integrated payments reduce processing fees

Pros

We were able to link their system directly to our server so payments could be handled through the same platform we use for credit card transactions in our practice management software. Because of that integration, we've been able to sidestep expensive credit card processing fees.

Cons

We don't have to contact support very often (which I appreciate) but whenever we do it ends up being excruciatingly difficult. It feels nearly impossible to get to the exact department you need because the company offers so many different services under one roof and calls or inquiries get routed all over the place. On top of that, I recently reached out to ask about using one of their other offerings and was told the salesperson couldn't talk to me because of an agreement that prohibits selling directly to customers of our practice management software. I was honestly baffled, why would a company refuse any kind of business especially from someone who is already a customer through that same practice management platform? It left me confused and frustrated.

“Frequent updates and bug fixes

Pros

I've noticed it's constantly evolving and getting updates so they're always fixing bugs.

Cons

It makes me struggle to keep up since the app is always changing and being updated.

“Outsourced support causes repeated issues

Pros

ERA enrollments are really simple and feasible and I like that step-by-step instructions were detailed and helpful.

Cons

Honestly their outsourced customer service center is awful, there's zero internal communication and nobody seems to know who handles what so I'm routinely bounced around with multiple transfers. They keep changing internal policies so often that I struggle to stay on top of the constantly shifting requirements. When I ask for escalation, reps say they don't have supervisors. The EFT enrollment process for Claims & Denials Advisor and National Payments Connector has been a complete nightmare. Requiring multiple different platforms for EFT setup is totally unnecessary and absurd. I've had enrollments rejected for any reason imaginable, they're quick to say information is missing even when I completed the application in full.

“Extensive population health tools to optimize healthcare

Pros

What I appreciate most is the extensive range of products that help close the loop on healthcare optimization and I'm especially drawn to their population health management tools and solutions.

Cons

process of integrating and onboarding with our existing systems still needs work and could be made much smoother.

“Top choice for EMR

Pros

We've been using Optum for a long time, and I can confidently say it is one of the best EMR software available. It has enhanced our data analytics accuracy and improved outcomes.

Cons

Regrettably, the customer service team does not exhibit a particularly friendly demeanor.

“Definitely worth recommending!

Pros

My favorite part is the patient portal. It really gets our patients involved, letting them chat with doctors, see their medical history and manage their appointments. It helps them take a more active role in their treatment.

Cons

There are moments when the frequent pop-ups become a source of frustration.

“Smooth enrollment and ERA setup

Pros

enrollment goes really smoothly and quickly, in my experience it completes within roughly fifteen to thirty days and once that's done we begin receiving ERAs through the clearinghouse which works well for me.

Cons

Sometimes I get frustrated when submitting claims through this tool because they can become stuck in the portal, leaving us without a status, when I try to trace the issue I often can't find any reference number to help track it down.

“Customer support could improve manners

Pros

Getting providers enrolled became incredibly simple for us. Now we don't have to wait for weeks to enroll any provider.

Cons

I feel their customer support could be much more polite, if they focus on upgrading their support and address manners, it could easily become the best in the market.

“Reliable claims and confident handling

Pros

they come across as a well-established company and I know they reach out to the payer directly whenever claims are rejected which gives me confidence.

Cons

My experience with their customer service has been truly awful. Whenever I have an urgent problem, they just open a ticket and there's nobody available to speak to who will ensure my issue gets resolved immediately right away

“Easy interface organized payments

Pros

From what I've seen, the interface is user-friendly, the support system is reliable and payments are handled in a very organized way which I truly value.

Cons

We often run into payer guidelines that force us to wait for a rejection before we can proceed (SmartEdit for UHC) which can be quite frustrating.

“Clear patient records, API helps

Pros

As a clinician, I appreciate how well patient and clinic member records are organized and I find the interface very feasible. I also like that it connects via API which gives it an edge over competitors and I've found that follow-ups have become much easier.

Cons

What bothers me about the company behind this tool is how often they push extra products and services, I feel they're always trying to oversell. They can be quite persistent in offering add-ons that I know won't fit my actual use case.

“Practical healthcare tool

Pros

What stands out to me is how this office tool blends technology and networking within healthcare and I'm impressed by the innovative yet practical solution it brings to the industry.

Cons

Personally, I can't point to anything I dislike about the company or the way it runs its operations.

“Very impressive software

Pros

The best aspect of Optum is its ability to streamline multiple insurance payments within one system. Patients can also make online payments easily. I appreciate its dynamic dashboard with numerous customizable tools.

Cons

I think the customer support could really use some improvements to make it better.

“Efficient in operation

Pros

I really like its tools for comparing patient data, health, and behavior patterns for better treatment and analysis. Optum has significantly optimized our healthcare productivity and efficiency.

Cons

I've noticed that the cost is on the higher side, which could make it impractical for smaller practices or solo practitioners like myself.

“Supports healthy work habits

Pros

Within our team, we found that this tool encouraged healthier work habits, giving us time to step away from the daily rush and actually unwind and relieve stress.

Cons

I don't like the application's user interface, it could be much more convenient for newcomers making icons more visible and simplifying navigation would definitely help first-time users get comfortable with the app.

“Faster claim settlements

Pros

With this software, I've noticed that claim settlements move much faster and it genuinely helps me stay calmer during medical emergencies when time is critical.

Cons

However I often get slow replies to my questions sent by email about which insurance benefits I can claim and the specific terms and conditions.

“Proactive AI-assisted support

Pros

In working with them, I was really pleased that they proactively stepped in to help manage patients and clinic members for our healthcare client. I felt well supported throughout and their API combined with AI-driven learning makes follow-ups and support tasks much faster which our client truly appreciates.

Cons

Something I noticed is that they can be a little aggressive about upselling their services which became clear when they pushed extras beyond the required data, analytics, support and consulting packages. They were insistent on adding clinical modules, imaging services and patient medical record retrievals even though those were not essential for us. I would also flag that there are specific protocols and compliance rules that must be followed so keep that in mind.

“Terrible communication and hard to reach help

Pros

Searching for claims is very easy in my experience and I don't waste time trying to locate specific records.

Cons

Honestly the communication is terrible and I don't even know where to begin. No single team can point you to the right group so I keep getting shifted from person to person. Most times I'm fortunate if I ever reach the final person who can help. When you do receive setup or change instructions, they are usually wrong and force me to call back. And calling only drags me into the same endless loop where no one resolves anything. It truly feels like that.

“Poor communication and support issues

Pros

Being able to receive EOBs directly from insurers is something I truly value in my workflow.

Cons

Getting anyone in the correct department is extremely difficult to do. Their communication with providers is very poor and frustrating. I have to say that the this tool attack was an absolute nightmare for us. No company should be allowed to grow this large and escape any repercussions after such a disaster. I go out of my way to avoid dealing with this organization whenever possible. It truly feels like they should be held responsible for the fact that so many providers were forced to close their doors. They 'offered' a remedy, if you want to call it that but it was essentially a loan suggestion. For example, a provider we work with who bills about 400k a year was offered a whole $120.00. That amount was supposedly to cover months of outstanding claims. To protect my business, I would not touch this company.

“Hard to reach reps, unclear processes

Pros

Honestly I don't find much to appreciate about this tool, the sole redeeming quality is that the product is feasible and simple in design.

Cons

Getting a rep on the phone is a real challenge and when I finally do reach one they frequently shift responsibility instead of addressing the problem. At my company we end up spending far more time troubleshooting backend issues than the actual time needed to submit claims. Despite its simplicity, even their own employees seem unclear about how the program functions.

“Easy to blend into daily routine

Pros

From the start, I noticed how quickly everything felt natural to me and I was able to blend it into my routine almost immediately.

Cons

There isn't anything I can complain about, I'm satisfied and really looking forward to a bright future.

“Customizable radiology scans

Pros

While using this radiology tool, I find it extremely useful that I can expand and optimize how I view patient scans, customize layouts for side-by-side comparisons and even review scans from different dates on one monitor. I also appreciate the tailored viewing modes for specific anatomical windows which help me distinguish between critical diagnoses. Having multiple imaging modalities in one place and being able to take precise anatomical measurements makes a real difference in my clinical decisions.

Cons

Some of the feature buttons feel a bit unclear to me which can slow things down. It would be much more user-friendly if the interface used more aligned, convenient buttons so clinicians can get where they need faster especially those who are new to the system. Having onboarding orientation popups that highlight where key controls live the first time the program is opened would really help new users get up to speed and feel confident using the software. I've also noticed that image resolution drops when I access the program remotely from a personal computer versus using a machine on the network and improved remote image clarity would make a big difference.

“Quick claim duplication

Pros

When handling claims, I value being able to duplicate a previously submitted claim instead of re-entering all patient details. I can quickly see whether the payor accepted it and resubmit if necessary without starting over.

Cons

I find it hard to track down payor codes when I need them and navigating the areas where patient details are stored isn't very convenient for me.