CipherOutreach
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Adam Cherrington
Research Director
KLAS Research Director - Adam Cherrington
 
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User Commentary

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CEO/President

One thing I have liked about CipherHealth from the beginning is their executive-level engagement...

Mar 2022
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CEO/President

I have really appreciated CipherHealth's willingness to understand the behavior and profile of our...

Mar 2022
||
(0)
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CEO/President

One thing I value about CipherHealth is that their costs are reasonable. I get value for what I am...

Mar 2022
||
(0)
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CEO/President

I don't really see any room for improvement with CipherOutreach. In the context of the business...

Mar 2022
||
(0)
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Director

The training we got from the vendor was very simplistic, and there hasn't been a lot of ongoing...

Mar 2022
||
(0)
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Director

I can only think of a few times in the years we have had the product that it has gone down. We...

Mar 2022
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Director

There are some things I have the ability to pull in other products that I would like to see in...

Mar 2022
||
(0)
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Director

The system is very straightforward and simple to use. I would recommend it to others. I have spoken...

Mar 2022
||
(0)
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Director

CipherHealth has kept all of their promises. When we talk about timelines, the vendor is usually...

Mar 2022
||
(0)
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Director

During the implementation of the product, the project manager from the vendor organization was...

Mar 2022
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Director

We are definitely paying for a platform that provides us the ability to do the work. We aren’t...

Mar 2022
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(0)
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Director

If I ever ask the vendor for anything, they are already working on it or have already thought of it....

Mar 2022
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(0)
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Director

We believe that we have seen reduced readmissions by using the CipherOutreach calls, and the vendor...

Feb 2022
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(0)
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Director

The automated calls are very simple, and we continue to refine them. If a patient takes the...

Feb 2022
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(0)
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Director

We call the support team a lot, and CipherHealth is very helpful. I really appreciate that the...

Feb 2022
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Director

Sometimes, the patient gets confused with CipherOutreach and pushes the wrong button. I don't know...

Jan 2022
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(0)
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Director

CipherOutreach is very easy to use for our end users. Sometimes, I use staff members who are on...

Jan 2022
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Director

I have had a great experience with CipherHealth from the initial encounter to today. There have been...

Jan 2022
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Director

The only pain we have had with the product has been in getting the files from us to the system. That...

Jan 2022
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Director

CipherOutreach is a great product, and CipherHeath is a great company to work with. The staff is...

Jan 2022
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(0)
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Manager

I don't think that my satisfaction with CipherOutreach will change over time. We have been with the...

Jan 2022
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Manager

We have had some growing pains with CipherHealth because they were a small company, but they have...

Jan 2022
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Manager

If an organization has a large group or several different units for an implementation, then there...

Jan 2022
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(0)
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Manager

It is important to spend enough time in the planning and staffing phase with CipherOutreach. The...

Jan 2022
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Analyst/Coordinator

When something goes wrong, we are the ones bringing it to CipherHealth most of the time. It doesn’t...

Dec 2021
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Analyst/Coordinator

There is very high turnover at CipherHealth’s executive level. There is no consistency.

Dec 2021
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Analyst/Coordinator

CipherHealth’s follow-through on their promises has improved greatly this last year. In the past,...

Dec 2021
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Analyst/Coordinator

I would buy CipherOutreach again every time. It filters out a lot of work for our management staff...

Dec 2021
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(0)
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Analyst/Coordinator

CipherOutreach has helped us reduce readmissions. It also gives us an opportunity to make an HCAHPS...

Dec 2021
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(0)
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Analyst/Coordinator

CipherHealth makes two-way communication very easy. They call patients back, or they text them a...

Dec 2021
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Analyst/Coordinator

CipherOutreach has a best-practice template with all of the most used questions and content. The...

Dec 2021
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Analyst/Coordinator

I wish that CipherOutreach would somehow deliver a note back to the patient of what was done. For...

Dec 2021
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Analyst/Coordinator

CipherHealth does a good job of not charging for every little thing. There are some charges that we...

Dec 2021
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(0)
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Analyst/Coordinator

Training from CipherHealth just doesn’t occur. It would be great to have some virtual classes for...

Dec 2021
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Analyst/Coordinator

We don’t have any problems with CipherOutreach communicating with other products.

Dec 2021
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Analyst/Coordinator

CipherHealth has really come a long way in some areas since the beginning of the COVID-19 pandemic....

Nov 2021
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Analyst/Coordinator

CipherHealth's people have been a huge source of relief for us. When I get a text or an email from...

Nov 2021
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Analyst/Coordinator

When I refer people to CipherHealth, I tell them that CipherOutreach is very easy to use. It is an...

Nov 2021
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Analyst/Coordinator

When we try to implement new kiosks, our timelines sometimes get a little wonky, and then our...

Nov 2021
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Analyst/Coordinator

Sometimes, the representative that we normally work with gets a little overwhelmed. They have way...

Nov 2021
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Analyst/Coordinator

Our most recent implementation of CipherOutreach was excellent. The person who we worked with was...

Nov 2021
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(0)
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Analyst/Coordinator

CipherHealth's training isn't always readily available. We sometimes have to coax and push to get...

Nov 2021
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(0)
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Manager

We do very well with CipherOutreach. It is a valuable tool for our patient experience. The tool is...

Nov 2021
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(0)
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Manager

The ability to correct issues in real time is important. The last thing we want is for someone to...

Nov 2021
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Manager

I have never had an issue with CipherHealth. In all the years we have had this solution, I can...

Nov 2021
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(0)
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Manager

We have never had any issues with our CipherHealth contract. We have set up calls for different...

Nov 2021
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(0)
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Manager

We had to do some integration when we first got CipherOutreach and when we changed some things with...

Nov 2021
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(0)
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Manager

We have a strong relationship with CipherHealth and their executives. If everything stays the way it...

Nov 2021
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(0)
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Manager

CipherHealth will do one-on-one trainings, but typically, they just send out a video that we watch....

Nov 2021
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Director

The product has helped us decrease our patients’ length of stay and readmittances. We didn't measure...

Nov 2021
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(0)
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Director

We always want more integration, meaning our staff members do not want to document and use...

Nov 2021
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(0)
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Director

If somebody were looking for an outreach solution, I would recommend CipherOutreach based on my...

Nov 2021
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(0)
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Director

We have met with the executives many times. They are very active. They joined different phone calls...

Nov 2021
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(0)
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Director

In the beginning, we benefited a lot from the vendor sharing basic templates that we could review...

Nov 2021
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(0)
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Director

We were looking for a solution that was a callback program. We didn't want to have to physically...

Oct 2021
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(0)
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Director

CipherHealth was very attentive to us. They have had some staff turnover, and we have gotten some...

Oct 2021
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(0)
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Director

The product gives us a lot of reporting data. I wish that that data were a bit simpler. We are...

Oct 2021
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(0)
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Director

The questions in CipherOutreach can get lengthy, and people get tired of repeat calls. There isn't a...

Oct 2021
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Director

CipherOutreach is expensive, but it is worth it. I have recommended it to others already. I tell...

Oct 2021
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(0)
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Director

There have been a couple of times when the vendor hasn't been very responsive, but for the most...

Oct 2021
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(0)
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Director

We implemented the solution in several different areas. It is an easy system to implement. The...

Oct 2021
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(0)
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Director

The solution's interface and prompts are really easy for our staff members to use. We can check on...

Oct 2021
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(0)
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Director

We have seen the vendor grow and adapt over time. For example, when we started with the system, our...

Oct 2021
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(0)
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Director

The system has a new format. When we identify that a patient needs a callback, we have a lot of...

Oct 2021
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Director

We have really improved our patient experience scores. I think that one of the key drivers of that...

Oct 2021
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(0)
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Director

We have had a lot of different things that have driven our improvement, and CipherOutreach has been...

Oct 2021
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(0)
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Director

The system's success all depends on the lead person for our account. We started off with a really...

Oct 2021
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Director

Our representative has worked to adapt our post-discharge phone calls to our needs, and our patients...

Oct 2021
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VP/Other Executive

This product is the best in the industry. The ease of use is better than anything else out there....

Oct 2021
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(0)
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Manager

I don't think that we are going to replace CipherOutreach. But I think that if we were given the...

Sep 2021
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(0)
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Manager

The automated voice part of CipherOutreach still runs into a few problems, but that is ultimately...

Sep 2021
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(0)
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Director

One of the nice things about working with CipherHealth is how responsive they are to our inquiries....

Sep 2021
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(0)
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Director

The vendor helped us look at some of the data in a way that we haven't before. For example, we are...

Sep 2021
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(0)
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Director

After a few months of employing the service, the vendor presented us with an outcome evaluation, and...

Sep 2021
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(0)
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Manager

There is a drawback to the system that is not CipherHealth's fault. That is because of the way that...

Sep 2021
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Manager

Our CipherHealth contact is very responsive. They are quick to get back to us when they have an...

Sep 2021
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(0)
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Manager

I think that CipherHealth tries to charge us for every little thing. There is their voice module....

Sep 2021
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(0)
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Manager

We have just started to use the text-messaging part of CipherOutreach. I think that that will...

Sep 2021
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(0)
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Manager

I think that the solution is great for nurses who want to follow up with their particular programs...

Sep 2021
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(0)
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Manager

Things are going very well. Recently, we got a new customer success manager, and I am very happy to...

Sep 2021
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(0)
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Manager

CipherOutreach is working well. We have been able to reach a very large volume of our membership...

Sep 2021
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(0)
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Manager

We still struggle with our ability to reach unengaged populations. That is one thing we are...

Sep 2021
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(0)
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Director

In general, we have had a lot of success with the product. We have found it to be easy to use....

Sep 2021
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(0)
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Director

CipherHealth does a very good job with their scripts. We are very happy with their support people's...

Sep 2021
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(0)
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Director

We definitely have seen a reduction in readmissions from using CipherOutreach. The product helps us...

Sep 2021
||
(0)
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Director

I would buy the product again because of the lower manpower drain on FTEs. The system allows us to...

Sep 2021
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(0)
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Director

CipherHealth is working on some outstanding requests that I have, but they keep their promises....

Sep 2021
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(0)
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Director

The contract clearly outlined when charges would be applied and what was included in the product,...

Sep 2021
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(0)
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Director

I like the relationship I have with our customer success manager. We have regularly scheduled touch...

Sep 2021
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(0)
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Director

The reports are pretty clunky and too difficult. It doesn’t need to be that hard to find what we are...

Sep 2021
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(0)
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Director

For call documentation, we can't have both the dropdown and multiselect options so that the product...

Sep 2021
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(0)
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Director

The voice-to-text translation still has some opportunities. It records our customers and then...

Sep 2021
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(0)
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Director

Our customer success manager is having to do most of the training because the vendor's formal...

Sep 2021
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(0)
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Director

I wish we had SSO capabilities. We have to reset our passwords too frequently. We have the links to...

Sep 2021
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(0)
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Director

Bidirectional text is huge. The ability to marry both a robotic call and text into the same script...

Sep 2021
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Director

We don't talk a lot about what iis in development. I would be curious to know what the vendor is...

Sep 2021
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(0)
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Director

I use the support mostly for user access, and that is not intuitive. The vendor is always wanting me...

Sep 2021
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(0)
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VP/Other Executive

We are really looking at our ROI on CipherOutreach to make sure that it is worth the investment....

Sep 2021
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(0)
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VP/Other Executive

I have talked to people about CipherHealth. I have let them know what the software can and can’t do...

Sep 2021
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(0)
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VP/Other Executive

CipherHealth is very straightforward for what they are. We know what they are going to do for us and...

Sep 2021
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(0)
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VP/Other Executive

The best thing about the vendor is their responsiveness. I work with a lot of different vendors, and...

Sep 2021
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(0)
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VP/Other Executive

The solution isn't expensive. I believe that the vendor charges by the number of beds, and that...

Sep 2021
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(0)
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VP/Other Executive

Our ultimate outcome from the system has been our readmission percentage. I can't attribute that...

Sep 2021
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(0)
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Manager

We were extremely satisfied with CipherHealth’s support. We kept pushing the envelope because we had...

Sep 2021
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(0)
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Manager

The surveys don’t take that long for a patient to complete, and the issues are quickly identifiable....

Sep 2021
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(0)
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Manager

The staff just want to see how our organization is doing, and sometimes the dashboards are harder to...

Sep 2021
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Director

The volume of patients we have is outrageously beyond what any outreach staff could possibly get to...

Sep 2021
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(0)
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Director

CipherHealth doesn't make promises, but they are always willing to work with us. They always follow...

Sep 2021
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(0)
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Director

We have made a ton of alterations to both of our call programs and our questions. Every single time,...

Sep 2021
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(0)
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Director

I have been a user and somewhat of a trainer to other users, and CipherHealth’s training has helped...

Sep 2021
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(0)
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Director

We do have issues with CipherOutreach, but most of those issues are out of the control of...

Sep 2021
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(0)
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Director

We would like it if we could integrate the documentation that we put into CipherOutreach into our...

Sep 2021
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(0)
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Director

The CipherHealth system is wonderful with upgrades. We frequently throwing new ideas at the vendor...

Sep 2021
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(0)
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Director

We have given the vendor feedback about the overall website lag. We have experienced that no matter...

Sep 2021
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(0)
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Director

My only bone to pick with CipherHealth is on the support side. They are not the people that I talk...

Sep 2021
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(0)
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Manager

Our end users are automatically directed to us. They don't contact CipherHealth if they have a...

Sep 2021
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(0)
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Manager

Even though I am having a couple of issues, I am confident they will be resolved. I think we keep...

Sep 2021
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(0)
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Manager

CipherHealth has an opportunity to improve by showing us which question on the survey we are...

Sep 2021
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(0)
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Manager

We are completely satisfied. We really needed a tool that was going to support our efforts, and...

Sep 2021
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(0)
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Manager

I have been getting a little more frustrated recently. CipherHealth is trying to be responsive. The...

Sep 2021
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(0)
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Manager

I had the best user account manager. They were so on top of things. I had frequent calls with our...

Sep 2021
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(0)
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Manager

CipherHealth tries to avoid charging for every little thing. We were able to get additional...

Sep 2021
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(0)
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Director

With the vendor’s proactivity, I would say that 90% of the time, I am reaching out to say something...

Sep 2021
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(0)
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Director

We are very open and on the same page about everything with our CipherHealth contacts, and they are...

Sep 2021
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(0)
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Director

CipherHealth is working on their end to give me some more advanced reporting based on needs that I...

Sep 2021
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(0)
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VP/Other Executive

CipherOutreach is great because it allows us to design custom call scripts for the patient groups...

Sep 2021
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(0)
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VP/Other Executive

CipherOutreach sends a call to whatever phone number a patient has given us. I was very skeptical at...

Sep 2021
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(0)
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VP/Other Executive

CipherHealth will push reports to us. When a patient says that they want a live call back, we can...

Sep 2021
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(0)
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Director

We have been very pleased with the assistance that CipherHealth has provided in getting our...

Sep 2021
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(0)
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Director

The start-up process was excellent, and we received excellent help from the vendor's people. We had...

Sep 2021
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(0)
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Director

We haven't had significant pain points with the rollout of calls to cohorts of patients. Whenever we...

Sep 2021
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(0)
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VP/Other Executive

We already had a longstanding relationship with CipherHealth around rounding, so when we were...

Sep 2021
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(0)
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VP/Other Executive

The product is easy to use. There are certainly some financial outcomes that have been driven...

Sep 2021
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(0)
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VP/Other Executive

I would give others a cautionary recommendation. People should really know what they are getting...

Aug 2021
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(0)
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VP/Other Executive

We have made the decision to terminate our contract with CipherHealth. At the time we started using...

Aug 2021
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(0)
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VP/Other Executive

We saw a definite increase in our patient satisfaction ratings, and that was one of our goals in...

Aug 2021
||
(0)
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VP/Other Executive

Knowing what I know now, I would buy CipherOutreach again if the circumstances were the same. We...

Aug 2021
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(0)
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VP/Other Executive

The implementation went really smoothly and really well. CipherOutreach is an easy program to use...

Aug 2021
||
(0)
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VP/Other Executive

When the vendor first came to talk about what the overall system could do, they covered a lot that...

Aug 2021
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VP/Other Executive

Integration was difficult. We had to manually import or export our staff lists because integration...

Aug 2021
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VP/Other Executive

I don’t think the functionality is as great as it could be. The way the system is set up makes it...

Aug 2021
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VP/Other Executive

CipherHealth’s support has been absolutely great. If I contact the support team, they respond very...

Aug 2021
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Manager

The ease of use with CipherOutreach for patients depends on the language. Some people get confused,...

Aug 2021
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Manager

CipherHealth’s delivery of new technology has definitely gotten better, but we could use more robust...

Aug 2021
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Manager

I don't really hear from any executives at CipherHealth, but I don't need to. I hear from the...

Aug 2021
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Manager

We are always happy to speak with other organizations about our experience. The product blew us...

Aug 2021
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Manager

I would tell my peers to really engage with the CipherHealth team and pitch and feed ideas to them...

Aug 2021
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VP/Other Executive

CipherOutreach is a system that helps us do things. A while ago, we recognized that there was a huge...

Aug 2021
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VP/Other Executive

If I were to call CipherHealth and ask to speak with their CEO or another leader, I think that they...

Aug 2021
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VP/Other Executive

I don't think that the quality of CipherHealth's training is as robust as it used to be. They could...

Aug 2021
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VP/Other Executive

CipherOutreach isn't sold as being interoperable. However, the vendor keeps promising to integrate...

Aug 2021
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VP/Other Executive

We run multiple outreach programs, and sometimes, patients will be dropped out of one outreach queue...

Aug 2021
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VP/Other Executive

When the COVID-19 pandemic hit, the vendor dropped everything to help us set up some urgent outreach...

Aug 2021
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Director

CipherOutreach is pretty easy for our patients to use, but our providers have to log out of our...

Jul 2021
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Director

The solution's functionality is fine for some things. Our patient notifications are pretty basic,...

Jul 2021
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Director

The vendor's support people are pretty good. They are very responsive. They don't always get back to...

Jul 2021
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Director

Whether I would recommend CipherHealth to a peer would really depend on what the peer needed. I like...

Jul 2021
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Director

We aren't sure whether this product will be part of our long-term plans right now. We are currently...

Jul 2021
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Director

CipherHealth tries to keep their promises, and they have good intentions. I like working with them....

Jul 2021
||
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Director

The vendor does a really good job with their costs. We don't feel nickel-and-dimed at all. We are...

Jul 2021
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Director

We have had some issues with the product. At one point, we changed some things in our system, and...

Jul 2021
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Director

Overall, the solution's integration went really well. We were able to get information to flow back...

Jul 2021
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Manager

At one point, we switched up our contract with CipherHealth to allow for a little more control, but...

Jul 2021
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Manager

The system that we have integrated with CipherOutreach works great. Our hope is that the vendor will...

Jul 2021
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Manager

We have been very lucky with our CipherHealth success manager. They are fantastic, energetic, and...

Jul 2021
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Manager

CipherHealth has a tremendous amount of data, and they have analysts with quite a bit of experience...

Jul 2021
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Director

We are trying to interact with patients through CipherOutreach to make the consumer experience...

Jul 2021
||
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Director

Anytime we have needed to make changes or adaptations to simplify CipherOutreach for our frontline...

Jul 2021
||
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Director

I would purchase CipherOutreach again. We have a flat rate, and CipherHealth does everything for us....

Jul 2021
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Director

From CipherHealth’s CEO down to all of the people we work with regularly, they have all been very...

Jul 2021
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VP/Other Executive

CipherOutreach is a great system. We love it. It does what it is supposed to do, though it is a...

Jul 2021
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