TruCare
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Joe VanDeGraaff
Research Director
KLAS Research Director - Joe VanDeGraaff
 
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User Commentary

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Director

Functionality and Upgrades

Casenet’s new capabilities are extremely limited. When they build new capabilities, the interfaces...

Nov 2022
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Director

Service and Support

The people at Casenet are very dedicated and do a good job with the resources they have.

Nov 2022
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Director

Relationship

We find things that Casenet has already found and hasn't told us about. We used to have a good...

Nov 2022
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Director

ROI / Cost (care and feeding)

While we don't pay large licensing for the core product, Casenet nickel-and-dimes us for everything....

Nov 2022
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Director

Relationship

Casenet was bought out by Zyter a couple of years ago, and most of the staff left, and they just...

Nov 2022
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Director

Functionality and Upgrades

There are lots of defects, particularly with Casenet’s newer appeals and grievance and...

Nov 2022
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Director

Interfacing and Integration

Casenet’s technology and integration is limited. What we do in an assessment doesn't flow into a...

Nov 2022
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Manager

Functionality and Upgrades

We had an upgrade on the administrative side of TruCare, and that is the back end where we configure...

Nov 2022
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Manager

Service and Support

I love Casenet because they are very responsive. They are very willing to work with us. We have them...

Nov 2022
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Manager

Functionality and Upgrades

Our business line is unique, and there are a lot of things in TruCare that we wished we could set up...

Nov 2022
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Manager

Lessons Learned

I don’t know what Casenet being bought out by Zyter means and how the acquisition will impact us as...

Nov 2022
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Manager

Service and Support

Our TruCare upgrades always go pretty smoothly, and if we have any issues or bugs, Casenet jumps on...

Nov 2022
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Manager

Relationship

Casenet is not proactive. Anytime we are going to do an upgrade or anything like that, we ask what...

Oct 2022
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Manager

Functionality and Upgrades

We have so many workarounds with TruCare because the system has bugs and because our workflow...

Oct 2022
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Manager

Future Outlook

Some of Casenet's new technology is driven by their vision, and their road map is driven by...

Oct 2022
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Manager

Service and Support

The support team digs into issues and comes back with a resolution or sets up meetings to walk...

Oct 2022
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Manager

Interfacing and Integration

We purchased other components of TruCare, and Casenet could not get those connected to the version...

Oct 2022
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Manager

Functionality and Upgrades

I would recommend TruCare because we can get things done by using the system. We can do automatic...

Oct 2022
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Manager

Sales and Contracting

I wouldn’t buy TruCare again. We did a whole RFP process and saw several different vendors. TruCare...

Oct 2022
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Manager

Implementation and Training

Our whole implementation was a struggle. There were a lot of hidden things that Casenet forgot to...

Oct 2022
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Manager

Functionality and Upgrades

One issue is that every time there is an upgrade, we always find errors. We find new bugs, and then...

Oct 2022
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Director

Other Observations & Comments

Overall, we are very satisfied with Casenet and TruCare. If we were getting nitpicky, we would say...

Oct 2022
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Director

Relationship

Casenet has been reliable, and the system has been meeting our business needs. The vendor is...

Oct 2022
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Director

Functionality and Upgrades

We are happy with where Casenet is going. They have made enhancements to their products, and some of...

Oct 2022
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CIO

Lessons Learned

Casenet is doing pretty well. We have been running the product for a while, so we are in a mature...

Sep 2022
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Director

Service and Support

The staff at Casenet is extremely receptive. They work with us very well, and I have never had a...

Sep 2022
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Director

Other Observations & Comments

Initially, the training from Casenet would take place in a face-to-face way, but now everything is...

Sep 2022
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Director

Functionality and Upgrades

Casenet does have technology relative to analytics, but I have never been able to get that part of...

Sep 2022
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VP/Other Executive

Service and Support

Casenet has depth around the clients they are working with and feedback from those clients in order...

Aug 2022
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VP/Other Executive

Relationship

Casenet's team is stellar to work with. We have a very good partnership with them. We have a...

Aug 2022
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VP/Other Executive

Service and Support

There are some system areas that could be improved. The vendor isn't able to address some of our...

Aug 2022
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VP/Other Executive

Service and Support

Casenet has been great in a consultative role in terms of giving us advice on what we can do to meet...

Aug 2022
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VP/Other Executive

Functionality and Upgrades

TruCare doesn’t do geomapping for provider searches. That is ridiculous. If Casenet really wants to...

Aug 2022
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VP/Other Executive

Relationship

Since the Zyter acquisition, Casenet’s ability to develop quality products has degraded. Because of...

Aug 2022
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VP/Other Executive

Future Outlook

We are moving away from TruCare because there has been an ongoing degradation of the system's...

Aug 2022
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VP/Other Executive

Future Outlook

We have seen some improvements in the quality of the product since the system started using HTML5,...

Aug 2022
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VP/Other Executive

Service and Support

We have seen very limited outcomes using TruCare, and we have had to self-fund to have optimization....

Aug 2022
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VP/Other Executive

Interfacing and Integration

We are using some internal or homegrown resources for the transition of care because TruCare has...

Aug 2022
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CIO

Lessons Learned

I think that we went about things the wrong way with TruCare. We took what the product’s strengths...

Jul 2022
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CIO

ROI / Cost (care and feeding)

Sometimes, Casenet will avoid charging, but when they do charge, they charge an arm and leg and make...

Jul 2022
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CIO

Implementation and Training

I am very satisfied with the vendor’s implementation services. The vendor does a good job and has...

Jul 2022
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CIO

Functionality and Upgrades

Casenet is a little slow to go to the market with some of the things they are coming out with....

Jul 2022
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CIO

Relationship

Casenet has solid people and really good leadership. Casenet does a great job with executive...

Jul 2022
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CIO

Future Outlook

Our future satisfaction is reliant upon some changes, some of the things we are doing, and how well...

Jul 2022
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CIO

Sales and Contracting

When we purchased the system, there was a lot of trial and error and things that had to come along...

Jul 2022
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CIO

Interfacing and Integration

TruCare is a good product. Casenet is a little on the slow side with integration, but the quality of...

Jul 2022
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CIO

Other Observations & Comments

Casenet is a very big company, and they have been going through a lot of change at their corporate...

Jul 2022
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Director

Functionality and Upgrades

There have been a lot of issues with some upgrades and hotfixes from Casenet being delayed numerous...

Jul 2022
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Director

Functionality and Upgrades

TruCare is better for care management than it is for utilization management, but even still, the...

Jul 2022
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Director

Service and Support

Casenet’s customer service has dropped off since they were taken over by a different company a year...

Jul 2022
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Director

Implementation and Training

Casenet does a really good job when new things come out, and the vendor schedules webinars and...

Jul 2022
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Director

Functionality and Upgrades

We know that Casenet has a faxing solution in the system that allows us to be able to do things...

Jul 2022
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Director

ROI / Cost (care and feeding)

Casenet does have a vision, but it is certainly not the same vision that we have. I am not sure...

Jul 2022
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Director

Technology

The product has helped us to be much more predictable in our staffing than we were before. We keep...

Jul 2022
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Director

Service and Support

The vendor’s service is all over the map, depending on what it is. We are so complex that nobody...

Jul 2022
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Director

Relationship

The vendor has been honest since day one. Since the first time they answered an RFI, I haven't...

Jul 2022
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Director

Relationship

I was nervous when Casenet was bought by Zyter. But everything worked out, and we have continued to...

Jul 2022
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Director

Relationship

We meet with the vendor regularly, and they make themselves available. If I need other people...

Jul 2022
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Director

Relationship

When Zyter acquired Casenet, they listened very carefully to where we thought their weaknesses were...

Jul 2022
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Director

Functionality and Upgrades

If someone doesn’t configure the product right, things are bad. But if someone knows how to...

Jul 2022
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Director

ROI / Cost (care and feeding)

Zyter doesn’t charge for every little thing. That is not their model. They have skin in the game...

Jul 2022
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Director

Lessons Learned

The vendor will have to work at being in the cloud and in digital channels and taking those things...

Jul 2022
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Director

Interfacing and Integration

For interoperability, the product is not super strong for what we need to do.

Jul 2022
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Director

Functionality and Upgrades

One outcome of the product is that we have been able to drive consistency and personalization in our...

Jul 2022
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Director

Technology

We keep morphing the product. We moved to a digital-first approach, which increased my satisfaction....

Jul 2022
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Director

Functionality and Upgrades

I love the product because of the business-process hierarchy that exists within it. That literally...

Jul 2022
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Manager

Functionality and Upgrades

The system is visually appealing. I can turn on TruCare anytime; even when we do a release in the...

Jun 2022
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Manager

Interfacing and Integration

I have been happy with TruCare because of how the system integrates with other systems and because...

Jun 2022
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Manager

Service and Support

What Casenet says they are going to deliver gets delivered. If something isn't quite working the way...

Jun 2022
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Manager

Technology

We are seldom down, and if we are down, that usually has more to do with our servers or something we...

Jun 2022
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Analyst/Coordinator

Relationship

TruCare has been a good solution overall for our case management and utilization management needs....

Jun 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

Casenet will meet three-quarters of their deadlines, but they occasionally miss deadlines. Timelines...

Jun 2022
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Analyst/Coordinator

Implementation and Training

For training, Casenet needs a better understanding of what our specific operation looks like. They...

Jun 2022
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Analyst/Coordinator

Functionality and Upgrades

The product's main functionality allows us to have client-specific experiences. Casenet will tell...

Jun 2022
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Analyst/Coordinator

Interfacing and Integration

The product communicates with third-party products. We have some integrations coming with health...

Jun 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

The biggest outstanding features we need have to do with ways to engage with the provider community...

Jun 2022
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Analyst/Coordinator

Relationship

We don't deal too much with the vendor's executive team, but for the most part, everybody we talk to...

Jun 2022
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Analyst/Coordinator

Functionality and Upgrades

We have seen improved transparency in our workflow and in clinical care management.

Jun 2022
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VP/Other Executive

ROI / Cost (care and feeding)

We were very disappointed in Casenet’s ProAuth product. Casenet sold it as a product that was going...

May 2022
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VP/Other Executive

Interfacing and Integration

TruCare is a pain point for us. It doesn’t talk to some of our other systems, so we have to do a lot...

May 2022
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VP/Other Executive

Relationship

We are a smaller customer, and so it is harder to get the vendor to help or fix things for us than...

May 2022
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VP/Other Executive

Technology

TrueCare is consistent, and we can trust it from now until eternity. The hardcoding is very...

May 2022
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VP/Other Executive

Functionality and Upgrades

Automation is a pain point. We have to have common-ground terminology on what automation means. What...

May 2022
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Nurse

Sales and Contracting

When the solution was first presented in the sales pitch, there were a lot of things that were shown...

May 2022
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Nurse

ROI / Cost (care and feeding)

There is a statement of work (SOW) for everything that the vendor wants to do. We have a great...

May 2022
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Nurse

Relationship

When Zyter bought Casenet, Zyter cleaned house and got rid of some of the vendor’s most valuable...

May 2022
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Nurse

Functionality and Upgrades

I would refer others to this product. The functional parts of TruCare work the way they are supposed...

May 2022
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Nurse

Service and Support

I appreciate the support that Casenet provided for me over the years to make the transition to...

May 2022
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Nurse

Relationship

Casenet gave us a road map of what is coming down the pike for interoperability. We are probably the...

May 2022
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Nurse

Relationship

In the beginning, the upgrades were nightmare torture chambers. They lasted for days. It would take...

May 2022
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Nurse

Functionality and Upgrades

End users think TruCare has too many clicks. There are also tickets that will be fixed in the next...

May 2022
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Nurse

Functionality and Upgrades

There have been delays in getting HTML5. The vendor is just now starting work on FHIR. There are so...

May 2022
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Nurse

Service and Support

We do have an executive representative who is still involved with our meetings, and we can touch...

May 2022
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Analyst/Coordinator

Future Outlook

We are switching vendors, and I am upset that Casenet didn't even bid. I had a great relationship...

May 2022
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Analyst/Coordinator

Relationship

Casenet is by far the best vendor I have ever worked with. Anytime I need anything from the vendor,...

May 2022
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Analyst/Coordinator

Functionality and Upgrades

Casenet did a major upgrade where they switched from a Java user interface to an HTML5 user...

May 2022
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Analyst/Coordinator

Technology

A year or so ago, Casenet was purchased by Zyter, and I didn't realize what products Zyter has. But...

May 2022
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Analyst/Coordinator

Functionality and Upgrades

There has never been a problem that the vendor has needed to alert us about because they don't...

May 2022
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Analyst/Coordinator

Implementation and Training

Casenet has one of the best training departments I have ever seen. Their training people work with...

May 2022
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Analyst/Coordinator

Functionality and Upgrades

The product takes care of our needs. We have the ability to customize or configure things. We want...

May 2022
||
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Director

Relationship

I wasn't surprised to see that Casenet has dropped down a couple of places in the recent KLAS...

Feb 2022
||
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Director

Service and Support

Casenet’s support team is quick to respond to tickets when we submit them to the portal, but...

Feb 2022
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Director

Functionality and Upgrades

I gave a low rating for technology because we have been working with Casenet for several years now...

Feb 2022
||
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Director

Functionality and Upgrades

Our users have never been fans of the TruCare user interface. Because of bugs, the conversion from...

Feb 2022
||
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Director

Relationship

Since Casenet has been taken over by Zyter, there has been minimal involvement with the executive...

Feb 2022
||
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Director

Relationship

Casenet is not transparent. They may have a bug discovered by one of the other clients, and they...

Feb 2022
||
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Director

Functionality and Upgrades

Casenet is making improvements in the required reporting for CMS. They have demoed some of those...

Feb 2022
||
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Director

Functionality and Upgrades

There is a major security bug in the version we are currently on. Casenet is releasing a fix for it...

Feb 2022
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Analyst/Coordinator

Functionality and Upgrades

TruCare is really customizable. It is a fantastic program for what it does. When Casenet rewrote...

Feb 2022
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Analyst/Coordinator

Implementation and Training

Casenet sets the bar. I am so pleased with the company and the people. The training team is one of...

Feb 2022
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Analyst/Coordinator

Service and Support

The vendor’s service portal tracks our support tickets. Most of the time, I get an answer the same...

Feb 2022
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Manager

ROI / Cost (care and feeding)

We have APIs that feed from TruCare to our CMS payer interoperability platform. All the data is...

Jan 2022
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Manager

Relationship

Casenet is very customer focused and responsive. We have regular meetings with them to be on top of...

Jan 2022
||
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Manager

Implementation and Training

There have been some struggles with our implementation because we implemented TruCare and then, soon...

Jan 2022
||
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Manager

Other Observations & Comments

I am hoping our satisfaction with Casenet will increase. We are having further meetings with them.

Jan 2022
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