Epic Payer Platform Commentary
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Subject Expert
Jaren Day
Research Director
Commentary Summary
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User Commentary
Loyalty, Value
Epic Payer Platform doesn't cost us anything, and it has brought a lot of value. It has really...
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Relationship
I have never dealt with anything related to Epic where they haven't met my expectations. I have been...
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Relationship, Value
Epic overcharges for Epic Payer Platform. At the end of the day, Epic is a for-profit business. I...
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Product
With Epic Payer Platform, we are trying to do something different in our industry. Ultimately, Epic...
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Value
The way Epic works is that the only time there is an additional cost to us is if there is...
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Culture
With the contracting process or the payer-provider relationship, what people think it is and what it...
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Relationship, Product
The part of Epic Payer Platform that I struggle with is the execution of things that Epic already...
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Product
If I were starting over, I would probably slow-walk Epic Payer Platform more than we have done...
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Relationship
I’m optimistic about the overall attention from Epic. I can't have a BFF call with Epic and not talk...
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Operations
The implementation for Epic Payer Platform is pretty good. The health plan hands users off to an...
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Loyalty, Product
Instead of just facilitating and supporting medical prior-authorization transactions through Epic...
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Loyalty, Product
Using Epic Payer Platform is not a huge lift. Nothing that we have done today with the clinical data...
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Relationship
Epic’s support team is actually good because we got them on the phone, and they are engaged with us...
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Relationship
Epic doesn't promise much, and when they promise something, they say they will put it on the road...
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Product
A plan can be on Epic Payer Platform but not for all service needs. Most of the plans have a few...
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Relationship
My recommendation of Epic Payer Platform depends on which plans the potential customer is looking...
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Product
I haven't seen anything new coming forward as it relates to Epic Payer Platform’s functionality. I...
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Product
With Epic Payer Platform, we are starting to implement other key components that are interesting....
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Product
Judy Faulkner and Epic are at the mercy of the payers in terms of whether the payers are going to...
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Product
When we go live with Epic Payer Platform, there are different parts of Epic Payer Platform that we...
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Operations, Product
With Epic Payer Platform, because of some expansion of coverage, there is an easier implementation....
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Operations
Nowadays, Epic Payer Platform's upgrades are not too terrible of a lift, so we don't rely on Epic's...
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Product
Epic Payer Platform is pretty straightforward when it works and is wired up. We don't have any...
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Loyalty
With Epic Payer Platform, I push on adoption. We are planning to go live with a new payer, but we...
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Product
I want Epic Payer Platform to give me multiple endpoints because it is all or nothing. If I light up...
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Operations, Product
I love Epic Payer Platform, and we have been really big on pushing it. We don't like having to...
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Operations
The lift for implementing Epic Payer Platform was pretty light. There was some lift, but it just...
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Product, Value
Epic Payer Platform is free from a provider perspective, and there are definitely savings from using...
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Relationship, Operations
There are lots of webinars that Epic makes available, and anytime we have asked to meet with the...
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Product
When we get the authorization notification for an inpatient, Epic Payer Platform doesn't attach the...
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Product
On the preauthorizations, most of the payers subcontract a lot with other vendors. For example, if...
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Product
If something is a mental health diagnosis, payers can't access it in Epic Payer Platform, and that...
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Product
One thing that Epic could do is design a standardized Epic Payer Platform report card. I don’t know...
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Culture
We are going live with a certain payer on Epic Payer Platform mainly because there is a limited...
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Product
One thing Epic could focus on with Epic Payer Platform is the value equation. It needs to be...
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Product
A lot of the lift is on the payer side. I know the patient, the plan, what I'm asking for, and the...
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Product
If Epic is going to do Epic Payer Platform, they should at least deploy it leveraging reusable parts...
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Relationship, Product
In managing their payer customers, Epic really needs to say that if a payer wants to access Epic...
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Relationship, Product
There is a lot of mistrust in the payer-provider world regarding the ability to report and...
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Relationship, Product
We turned on a few different Aura sites, and one of them was querying regularly for basically any...
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Relationship, Product
Epic put out something called Blue Ribbon, which says they are at least calling out payers to...
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Product
There is an overall concern of access and having Epic sell to payers to have access to their...
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Loyalty, Product, Value
Epic Payer Platform has been very beneficial in our relationship with providers. Our providers are...
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Culture, Relationship
As far as keeping promises goes, that depends on what the promises are. But overall, Epic has been...
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Operations, Product
We have had some challenges around the implementation, mainly because of some of the constraints and...
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Product, Value
With Epic Payer Platform, we have been able to get comprehensive data from our providers with...
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Loyalty, Product
athenahealth has a web-based platform, and they have an opt-out model when it comes to data sharing...
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Relationship, Product, Value
There is definitely room for improvement with Epic Payer Platform. If we are connecting with a...
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Loyalty, Relationship
We have an assumption that our relationship with the organizations we are sharing data with is going...
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Culture, Relationship, Product
One of the tougher pieces of getting Epic Payer Platform up and running is that there are a lot of...
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Culture, Relationship
There was one newer feature that Epic was rolling out, and we told them what we wanted it to do....
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Culture, Value
There have been a couple of times when I thought things were going to be part of our agreement with...
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Loyalty
Epic Payer Platform is going to solve many of our problems for much of our population. But it isn't...
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Loyalty, Relationship
I can directly contact some people at Epic. Also, there have been a number of times when we have...
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Product
I am extremely satisfied with the things that we are getting from Epic Payer Platform. For all the...
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Loyalty
We expect Epic Payer Platform to be a very high-value piece of software. We see it as being one of...
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Value
I have talked with other organizations, and for the first year or year and a half, Epic Payer...
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Loyalty, Product
I would love to see Epic expand their integration with Epic Payer Platform to other EHRs. That...
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Relationship, Product
Epic has been very good at basically saying how Epic Payer Platform is going to benefit the provider...
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Operations
We have a lot of unique ways of going about things internally, so there were a lot of operational...
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Product
Vendors spend most of their time on interoperability in integrations. Interoperability is the market...
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Product
No vendor has solved the multitenant situation well. The use of more directly integrated FHIR...
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Value
The main benefit of Epic Payer Platform is that we generally get what we expect. If we are...
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Operations
Epic exceeded my expectations with their involvement in the technical implementation of Epic Payer...
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Loyalty, Product
I haven't seen any issues with Epic Payer Platform, and we are not manually working on some things...
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Product
Epic is constantly expanding their functionality, and there is additional functionality that we...
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Loyalty
We are an Epic shop, so once we started hearing about Epic Payer Platform, we started to think about...
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Product
Large files are a challenge because they get stuck, but our solution for that is to break them up....
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Product
The cons with Epic Payer Platform are the limitations in multitenant EHR situations or multiple...
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Culture, Product
Epic Payer Platform works as promoted pretty darn well. What we do with it is the key. We can get...
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Loyalty, Product
Epic is doing a pretty good job of deciding where this product should go. The ID card can be part of...
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Operations
Epic’s training is basic to their foundation system and isn't specific to our organization or our...
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Loyalty
The data-sharing process has impacted our relationship with the organization that we are exchanging...
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Loyalty, Value
We have to change our processes on both sides. We are turning a barge and changing the way a lot of...
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Relationship
Epic is pretty good about proactive service. Our technical coordinator is awesome. They are always...
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Loyalty
I do expect our satisfaction to go up. We are also going to implement more features. We are not...
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Loyalty, Product
There are features available that we haven't implemented, but with the features we have implemented,...
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Value
The biggest challenge is pricing. Epic captures every little dollar. That is a barrier to...
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Loyalty, Value
Whether we have received our money’s worth is something we are looking at right now. We are looking...
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Operations
We had a phenomenal implementation. However, we can get some people from Epic who are just learning,...
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Relationship
The team meets with Epic regularly to talk about opportunities for awareness around things we would...
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Product, Value
The data-sharing process that we have utilized with our providers has improved our relationship with...
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Operations
The vendor's implementation services aren't perfect, but they are good. What could be improved is...
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Loyalty, Operations, Product
We just haven't done the implementation for the prior authorization piece yet. We are trying to...
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Operations
When it came to implementation on the health plan side, Epic Payer Platform wasn't a heavy lift. It...
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Loyalty, Product
I have been to Epic Payer Platform sessions at UGM for the past few years with both payers and...
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Product
The rules of the road don’t have language that keeps Epic Payer Platform from being a phishing...
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Product, Value
One thing that I like in Epic Payer Platform is the gap closure for stuff like screening. That is...
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Value
When we went live with Epic Payer Platform, I thought for sure that it was going to not just reduce...
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Culture, Product
There are some gaps in the way Epic represented the product compared to the reality of the product....
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Product
When we look at the electronic medical prior authorization (eMPA) dashboard that Epic houses...
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Relationship, Product
Epic drives a lot of strategic road maps, and they can do a lot of good. We want Epic to make their...
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Product, Value
Financial recovery is still heavy on everyone's mind, and the capabilities that we need are net new....
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Value
Epic can do more in terms of utilizing standards-based implementation guides for leveraging USCDI....
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Relationship, Product
Epic has gone above and beyond to deliver standard APIs before the regulations were drawn up. They...
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Relationship, Operations
I have a lot of faith in Epic. They are important and are the operating system of the future, so we...
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Relationship, Product
Epic has a quarterly newsletter that highlights ongoing projects. Many road maps decisions are...
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Product
Epic Payer Platform lacks the capability to identify which coverage ID is needed for an...
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Product, Value
I wouldn't buy Epic Payer Platform again. Using standard interoperability with the payer is more...
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Relationship
Epic needs some think-tank people, not just CIOs who aren't doing things or trying to experiment....
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Product
The functionality for bulk data pulls does exist, but it doesn't work. We have had to go back to...
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Loyalty, Relationship, Product
Something that we have heard is on Epic’s road map is the ability to ingest data using FHIR APIs,...
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Loyalty, Product
In late 2025 and early 2026, the vendor will be developing an application interface for non-Epic...
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Product
Some of the information that providers receive goes into analytics, and some goes to financial folks...
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Loyalty, Product
Operational effectiveness for inbound and outbound data is a big thing for payer platforms. Plans...
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Product
Beyond Epic, we have partnerships with other vendors we exchange data with, and it is harder to work...
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Relationship
Epic is very careful about what they commit to, so they tend to keep the commitments they make, but...
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Value
There are unexpected costs with Epic Payer Platform. Everything comes at a cost that some might...
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Product
For the providers that have opted into the Epic Payer Platform network and that we have connected...
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Relationship
Proactive service has been challenging. My team has proactively alerted Epic about bugs in some of...
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Product
The lift to implement Epic Payer Platform depends on the use case, the payer, and their relative...
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Loyalty, Value
The major limiter to receiving our money’s worth is the engaged provider network. I don't know that...
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Product
Each provider configures their own instance of Epic a little differently, so we aren't always...
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Product
A couple of use cases have been a big miss. Epic has some gaps on the prior authorization front. We...
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Loyalty, Relationship, Product
Epic has been a wonderful partner. We have worked with a number of healthcare technology platforms...
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Relationship
Epic does a great job of helping us to engage with provider systems to turn on this technology,...
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Relationship
We have been impressed by Epic’s commitment, attention to our success, and ability to understand us...
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Loyalty, Product
The data-sharing process has improved our relationship with the providers we exchange data with...
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Culture, Relationship
Epic largely keeps their promises. There certainly have been some growing pains along the way, but...
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Relationship
I have a really good relationship with the Epic brass. We trust each other. We have a regular road...
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Relationship, Operations
This would be difficult for Epic to do, and I understand why, but I would love to see them move to...
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Relationship, Operations, Value
If Epic could take everything that we had to learn, like their release schedule, knowing what a...
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Loyalty, Product
I am very satisfied with Epic when it comes to our integration goals. Epic is working on...
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Operations, Product
On our part, there is a small technical and operational lift to implement Epic Payer Platform. We...
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Value
Epic has avoided charging for every little thing. In the beginning, they were not as open to that,...
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Product
The hardest part of recruiting is getting to the right person in revenue cycle management and...
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Value
Epic’s price point is so high that they can't nickel-and-dime. Epic Payer Platform costs a lot of...
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Loyalty
Epic sold people on the promise that there were going to be providers on the other side, but the...
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Relationship
Epic is doing everything they can to keep themselves at the center of the problem-solving process,...
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Loyalty, Relationship
Epic will placate me and talk about the future, and then when I go and look at what the team is...
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Relationship
Our leadership is being glad-handed and managed by Epic. Epic is very good at that. They make sure...
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Relationship, Product
When Epic is presenting at a UGM, what they are talking about is leveraging the DaVinci APIs and...
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Relationship
Epic doesn't commit to things they can't deliver. They are a very disciplined product-development...
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Relationship, Product
So much of Epic Payer Platform isn't reusable. So much of what Epic does is proprietary, and they...
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Loyalty, Product, Value
Looking at our outcomes now, we have had some great early wins, but things aren't perfect. Some of...
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Product
One common Epic thing with care delivery is this blue ribbon thing. I like it. It is cute....
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Culture, Value
Epic Payer Platform is an expensive solution. There was a lot of back-and-forth in the beginning...
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Operations
There was training in the beginning, and there is obviously much more robust training on the Epic...
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Relationship
We have a core team from Epic that works with us. That is the generalized nature of it. We have work...
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Relationship, Operations
Epic Payer Platform is great at helping us with bilateral data exchange with other partners as well...
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Loyalty
We are still building out the use cases to substantiate the fees because Epic Payer Platform isn't a...
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Product
This issue isn't really Epic's fault and is more just the nature of the solution itself, but the...
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Culture, Product
I would advise someone considering Epic Payer Platform to understand the full suite of capabilities...
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Product, Value
We aren't getting good feedback from any of the payers using Epic Payer Platform. We have had some...
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Product, Value
Using Epic Payer Platform, payers are getting the information that they need, and it reduces the...
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Loyalty, Product
In terms of outcomes, we have some specific targets. We want to see denials and chart pulls go down....
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Product
Our challenges have been more due to the confusion between some things that are coming through Epic...
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Relationship, Product
With several payers, I have had folks come to me and say that no one wants to be on the Epic Payer...
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Loyalty, Product
The Epic Payer Platform portion of our experience is poor. There are other interop initiatives that...
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Loyalty, Product
The idea is that if we turn on Epic Payer Platform, that means the data is flowing to the payer, and...
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Relationship, Product
Epic and our government are setting up a structure with TEFCA where to exchange data nationally, we...
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Product
We started asking questions about how we would keep our clawbacks from happening, whether certain...
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Relationship, Product
Epic's general this-will-solve-everything promises stall the market. Epic tells us that we have...
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Loyalty, Product
Each health system should have their own API gateway or platform that runs in parallel with Epic...
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Product
Integration is nuanced when it comes to data being integrated into the workflow for the patient....
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Product
The benefits of Epic Payer Platform are that we can ask Epic to give us X since they have given us...
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Product
We do get data, such as eligibility files, claims files, and other types of data assets, from a...
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Loyalty, Product
My recommendation for other organizations is to use Epic Payer Platform for stuff that has to be in...
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Value
Epic has told us that because we are bigger, we have to pay more for their product. That completely...
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Relationship, Product
For some payers, I think data sharing has actually made our relationships worse. The payers say we...
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Loyalty, Product
We want to connect another QHIN to our Epic data. Epic can do that. They own a QHIN. They can...
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Relationship
Epic's involvement with us could be better. I have been on the phone with a bunch of Epic's folks...
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Product
Epic won't solve the problem in data exchange unless Epic becomes a monopoly. If everyone in the...
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Product, Value
One of our payers has told us that they have been able to use the data for supplemental clinical...
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Loyalty, Product
Our experience with Epic Payer Platform has been bumpy. However, I will couch that by saying that...
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Operations, Product
I didn't observe a substantial additional lift to get Epic Payer Platform live. There has been more...
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Loyalty, Product
We had been on a legacy system for a long time. A lot of folks had access, so things were very easy...
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Product, Value
One of the big wins we have had with Epic Payer Platform is the clinical data exchange. The data...
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Culture
Epic runs a good business. They come in and sell new functionality that is very exciting, and they...
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Loyalty, Relationship, Product
Even Epic would say Epic Payer Platform is an infant product. It started with a small handful of...
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Culture, Product
We have had some issues with the data coming out of Epic Payer Platform being less refined than...
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Operations, Product
The system's ease of use has been a little clunky for our teams on the back end, but they are...
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Product
With Epic Payer Platform, we are still kind of wading through some pieces on how to make the system...
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Loyalty, Product
I think Epic Payer Platform has a lot of opportunities. We are running into some challenges because...
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Loyalty, Relationship, Product
Epic is doing a lot of good work to try to bridge the gap between payers and providers because they...
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Relationship, Product
When we work with our providers and see the way big national payers come in and engage with the...
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Loyalty, Product
Something that is a problem for us and a lot of payers is that we are outsourcing some measure of...
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Relationship
Our assigned support person for Epic Payer Platform is a little new, so there have been some...
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Value
We have been quite happy with the system. Epic doesn't nickel-and-dime us on little things because...
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Loyalty, Relationship, Value
Epic Payer Platform has improved our relationship with the organizations that we are exchanging data...
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Product
Epic’s software updates are phenomenal. They all work. We have to learn the Epic lingo, so there is...
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Product, Value
Using Epic, we are up year over year on medical records and ADT receipts, and we are saving...
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Operations
Epic's training is phenomenal. My people come out of it super smart and want to show me what they...
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Operations, Product
We have to train people to run Epic Payer Platform. I don’t know whether that is a negative or not;...
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Relationship, Value
If people are doing risk adjustment and aren't using Epic Payer Platform, then they have lost. Epic...
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Culture, Product
We are still very much on board with the idea of Epic Payer Platform, but Epic oversold the solution...
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Product
Integration with Epic Payer Platform hasn't helped us that much. We are faxing a little bit less,...
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Relationship, Product
Epic does have a vision, but I don't know that the payers’ visions and Epic's vision are aligned.
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Relationship
Epic is responsive, but they just tell us no. Also, we had to kick, scream, and elbow our way...
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Loyalty
We will be more satisfied with Epic in the future based on what they have said they are going to do,...
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Loyalty, Product
One big opportunity for Epic would be to perform some of the utilization review functions for...
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Loyalty, Product
There is some helpfulness to the payers pushing eligibility of membership back to us to make sure we...
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Product
One thing I have been disappointed in with Epic Payer Platform is the electronic medical prior...
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Loyalty, Product
Epic Payer Platform will authorize something even if a PCP referral is required. It won't tell us...
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Loyalty, Product
The biggest opportunity for Epic is to do all of these authorization things, as well as the rules...
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Operations, Product, Value
Once we got our first payer on Epic Payer Platform, the second payer went infinitely faster, so...
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Product, Value
Epic Payer Platform really helps us have a dialogue about how payers are improving and how they are...
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Product
Epic Payer Platform has work to do on prior authorizations, so it is a work in progress, but the...
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Product
The module that does coverage finding in Epic Payer Platform is great. Also, I don't think we have...
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Operations, Product, Value
Testing some things, like electronic authorization, in Epic Payer Platform can be more extensive,...
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Relationship, Product, Value
Epic Payer Platform has improved our relationships with payers because there is more of a venue for...
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Relationship
There isn't a dedicated Epic Payer Platform team that we can turn to, so we just have to reach out...
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Product
Epic could improve on the reporting end of things in Epic Payer Platform. For example, they could...
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Product
Epic Payer Platform is a great idea and a useful tool, but I wish the scope of it with the payers...
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Relationship
We know who to reach out to at Epic, and they actively escalate things and take them to development...
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Loyalty
The challenge for us at the moment is that there are only a couple of health plans signed up in our...
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Operations, Product
The biggest challenge has been the length of time that the build has taken. For most things, when we...
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Product
We don’t even know what functionality we need with Epic Payer Platform. Epic invents functionality,...
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Relationship
Epic has technical specialists (TSs), and they are mostly young people. I think Epic deliberately...
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Product, Value
Using Epic Payer Platform, we are getting data that we didn’t have before, and we are getting it...
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Product
Exchanging data with one certain payer through Epic Payer Platform has added a different layer of...
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Product
Payers initiate things with us because they need to be on the instance of Epic's system as well, so...
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Product
Epic's system is a good-quality solution, and it works because it is already integrated with our EMR...
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Culture, Relationship
Epic has delivered what they said they were going to deliver. Also, if we have a problem, Epic is...
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Relationship, Operations
Epic has two conferences a year where they announce new features, and the vendor is constantly...
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Operations
Epic provides educational materials through the support. They teach us about Epic Payer Platform,...
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Loyalty, Product
With Epic Payer Platform, we are able to automate the sharing of information, and that is always...
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Relationship
In my experience when it comes to a partnership with Epic over the past several years, I don't think...
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Loyalty, Product
With Epic Payer Platform, we are not seeing a reduction in the administrative burden and chart...
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Operations
We have never had to hire someone to do the implementation work for Epic Payer Platform...
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Relationship, Product
A customer should really focus initially on all of the prerequisites that Epic identifies. Epic is...
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Operations, Product
I don't know all the particulars of Epic’s Blue Ribbon Program, but incorporating provider feedback...
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Relationship, Product
I feel like we have to set up monitoring to check that the payers are not abusing Epic Payer...
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Product, Value
With Epic Payer Platform, we have to turn the modules on one at a time, so it feels a little...
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Loyalty
One of the reasons we are trying to start working on Epic Payer Platform is that it is a single...
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Operations
Our implementation of the system was a heavy technical and operational lift. Part of that had to do...
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Loyalty, Product, Value
The system has improved our relationship with providers because they can get data more quickly. They...
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Loyalty
We are planning to keep Epic Payer Platform, and we would definitely buy it again. We have had...
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Culture, Loyalty, Relationship, Product
There have been a lot of things in the system that we have worked out, but there have also been a...
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Product
Epic Payer Platform was designed for the ease of use of provider end users. Epic Payer Platform...
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Loyalty, Product, Value
Epic's road map and vision seem like the right road map and vision. The vendor releases new things...
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Relationship
Our account directors and the team at Epic that we work with have been awesome. When we have had...
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Loyalty, Value
Epic Payer Platform doesn't have a lot of capabilities when it comes to measuring and reporting on...
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Value
The system is expensive, and Epic has something of a monopoly. If a payer decides not to use Epic...
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Product
I have one concern with Epic Payer Platform. That is that a provider could implement it, and then...
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Loyalty
We are still working through what our strategy is for non-Epic providers and Epic Payer Platform....
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Operations, Product
We have talked with providers that are going live with Epic Payer Platform, and they didn't even...
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Product
Providers don't always want Epic Payer Platform because it can be a bigger technical lift than they...
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Product
We started with one module in Epic Payer Platform, and today we have several. After getting one...
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Product
The prior authorization module in Epic Payer Platform is a monster to implement. There is a little...
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Operations
The Epic Payer Platform implementation was really good. Because we were fairly new to the space,...
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Product
Epic Payer Platform is good. Unlike any other system that I have ever purchased, how well Epic Payer...
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Loyalty, Product
Epic Payer Platform meets my current needs. The functionality is there. The implementation for...
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Operations, Product
We didn't get a lot of information about Epic Payer Platform. There was decent high-level...
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Operations, Product, Value
Epic Payer Platform is getting better every day. We started using it a couple of years ago, and it...
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Product
We have several payers live with Epic Payer Platform. Each payer is live with different things, but...
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Value
When I look at Epic Payer Platform from the macro level overall, the use cases are generally working...
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Operations, Product
I rate Epic with a top score for training because when we bring on a new team member, we have a...
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Relationship, Product
The one nice thing with Epic Payer Platform is that there is a smaller team, and they have been a...
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Product
In some cases, Epic’s support deserves a top score, but in other cases, there are trickier...
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Loyalty, Relationship, Product
We have a very robust, necessary provider engagement strategy. That is the one place where I would...
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Relationship
We have had needs for executive involvement, and it is not that that involvement has not been there,...
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Product
In some cases, Epic Payer Platform deserves a top score for working as promoted, but in some cases,...
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Loyalty, Relationship
Epic is not keeping all their promises, and I'm not being overly critical. That is just part of...
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Loyalty, Product
Maybe the only reason I don’t score Epic at the top of the scale for integration is that the full...
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Operations, Product
Epic does an okay job at training, but Epic Payer Platform is also pretty unique in that it is not...
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Relationship, Product
Around prior authorization, although we would want to get everyone together and corral a ton of...
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Product
The basic things in Epic Payer Platform, like the chart review piece, which is pretty much the...
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Operations, Product
Implementing Epic Payer Platform is a heavy lift because of the operational lift. Something as...
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Loyalty
The value that Epic Payer Platform creates is going to be nuanced based on a number of factors....
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Relationship, Product
With making a provider connection, we shouldn't try to do a technical connection via HL7 ADT...
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Product
If we reconcile information across Epic systems, of course we can get the encounter summary, the...
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Loyalty, Relationship, Product
Epic needs to do more to accelerate the adoption of the system in the community, and they just...
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Product, Value
The data-sharing process with Epic Payer Platform has slightly, or in some cases significantly,...
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Value
Epic’s pricing model is pretty basic. We pay a license fee in general, and then we pay for the...
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Loyalty, Product
We are always looking at the release notes for the next release and are always one foot forward with...
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Loyalty, Product
Epic Payer Platform is slow because the payers that are on the platform aren't a large volume of our...
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Operations
I'm fully supportive of Epic Payer Platform. But our managed care team is very leery of Epic Payer...
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