eCare NEXT Commentary
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Subject Expert
Dustin Cragun
VP of Revenue Cycle Research
Commentary Summary
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User Commentary
Culture, Relationship
We meet with a salesperson regularly because they tell us new things that are coming out, and we...
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Product
I can't speak to the goals that the vendor might have for the future. I am very involved with...
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Product
The product is all electronic. We basically build the rules on how often we want to verify our...
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Relationship, Product
Our authorization team doesn’t really use or trust eCare NEXT for preauthorizations. Experian Health...
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Product
eCare NEXT is user-friendly. I like that it breaks down the eligibility piece in an easier-to-read...
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Product
eCare NEXT is very user-friendly when it comes to the aesthetic and intuitiveness of the tool. I...
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Relationship, Product
We are undergoing an optimization, and I appreciate the attention and effort on the Experian Health...
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Product
We really struggle with custom alerts in eCare NEXT. Custom alerts might pass testing and...
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Relationship, Operations
We are getting better with the vendor, but the vendor could improve by bringing in the folks who are...
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Product
We have some archaic systems, but Experian Health never told us that that would be a problem and...
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Relationship
Experian Health is like a second family for me. We are very close to them. They treat us like we are...
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Product
We were in such a broken state years ago. We had many different logins to many different systems to...
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Loyalty, Product, Value
There are things that are missing from eCare NEXT, and I think Experian Health is working on those...
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Culture, Relationship
Experian Health doesn't overpromise and underdeliver. They are realistic. They tell us what they can...
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Operations, Product
eCare NEXT is pretty easy. If we were to give it to someone who has never been in it before, they...
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Relationship, Value
For preauthorizations, we use Experian Health's tool for follow-up. Experian Health doesn't do any...
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Loyalty, Relationship, Operations, Product
One of the issues we have with eCare NEXT is getting the right levels of escalation and...
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Culture, Loyalty
The suite of products that are truly available isn't what was initially proposed by Experian Health....
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Culture, Relationship
We are good with Experian Health's invoices. They actually deviate very minimally. If there is a...
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Operations
There are certain training things from Experian Health that we can only get so far with before we...
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Loyalty, Value
Experian Health has a vision of where they want to go with their Wave Patient Access Curator. That...
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Relationship
Our analyst from Experian Health struggles a bit with timing, responsiveness, and understanding our...
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Relationship
I would like to see more responsiveness from Experian Health in those spaces. I am not sure that...
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Loyalty, Product, Value
We are using eCare NEXT for the embedded eligibility for registration. We have had to tweak the...
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Relationship
Experian Health is a big vendor, so it can sometimes take them time to get back to us on some...
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Culture
The contract negotiations have been easy with Experian Health, and we have pretty much set the...
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Product
One way or another, we are using the Experian Health tool. Even if we have to do a claim manually,...
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Loyalty, Relationship
eCare NEXT is a good tool, but that is not why we shifted. It was more about the vendor falling...
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Operations
Experian Health has been supportive during the go-live and upgrades. Experian Health has training...
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Relationship, Product
eCare NEXT is really good in terms of transparency on how we are performing. Experian Health has...
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Relationship
We have regular meetings with Experian Health, and they are pretty supportive. When we have issues,...
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Product, Value
eCare NEXT requires a lot of maintenance to keep the system up and to provide contracts and fee...
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Relationship, Operations
With Experian Health and their customer service, every product we have had with them has been...
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Loyalty, Relationship, Value
Others in the industry are going to start taking things, so Experian Health has some work to do if...
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Product, Value
eCare NEXT is a great tool because if our front-end folks are really paying attention, the solution...
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Relationship
Experian Health sends us product notifications, but we are limited in who receives the product...
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Loyalty, Relationship, Value
I don't think that Experian Health is driving tangible outcomes. Experian Health is our partner, so...
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Value
Experian Health very much charges for things that we didn't know were extra charges. Sometimes, we...
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Product
There are quirky things in eCare NEXT. For example, some of our patients have a certain insurance...
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Loyalty, Relationship
The eCare NEXT tool we use is outdated, so we don't get a lot of support from Experian Health for...
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Relationship
The support from Experian Health is pretty good. I put tickets in directly to them, and the...
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Operations
eCare NEXT is pretty self-explanatory, so Experian Health doesn't provide ongoing training. We do...
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Product, Value
I can't recall us having much downtime at all with eCare NEXT. The system does exactly what is says...
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Product
There is a product that works with eCare NEXT called Next Bar. We are struggling to get that on all...
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Relationship
My Experian Health customer service representative is practically a personal friend. That is how...
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Relationship
Experian Health was fantastic when we had unexpected downtime and some recent issues. They were...
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Culture
I struggle to update my contracts in eCare NEXT. That is probably more of a personal issue than a...
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Loyalty, Relationship, Operations
There is always room for improvement with Experian Health’s proactivity. I don't know that Experian...
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Product
eCare NEXT is good. Even though maybe not all their tools are things we can use, I do feel that they...
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Operations, Product
Sometimes, individuals just don't even recognize that eCare NEXT is their tool. Out of the box, it...
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Product
Prior authorizations with eCare NEXT are a catch-22, and individuals who live and breathe automation...
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Loyalty, Relationship
Experian Health keeps their promises, and that is why we have been a partner with them for so long....
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Relationship, Operations
With Experian Health, sometimes provider organizations don’t quite understand what to ask. When they...
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Product
The biggest concern with Experian Health’s estimates is that depending on our setup, the vendor uses...
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Relationship, Product
I am not satisfied with the insurance verification tool in eCare NEXT because it can't do all of our...
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Loyalty
I reached out to another vendor because I was fed up with Experian Health, and I loved what the...
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Culture, Product, Value
With eCare NEXT, we should be able to do notices of admissions where we notify the insurance company...
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Culture, Relationship
We haven't had any upgrades for eCare NEXT in years. If there is an upgrade, the vendor should tell...
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Culture, Product
I am not happy with the system's patient estimation tool. I need more accurate estimates. The vendor...
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Culture, Relationship
I am not a fan of Experian Health. They came in and sat with us to see how we were using their tools...
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Loyalty
We are considering leaving eCare NEXT because we have just not advanced as far as we would like in...
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Culture
We may have said yes to things in our contract that we didn’t know were going to be potholes....
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Operations, Product
eCare NEXT’s reporting portal through the analytic tool is subpar. There is a lot of room for...
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Relationship
Experian Health 100% relies on their clients to provide feedback to them on how the tools work and...
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Product
eCare NEXT is a very good tool. It is pretty reliable compared to the other tools that I see being...
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Product, Value
We use eCare NEXT for preauthorizations, but we use it very limitedly. eCare NEXT is just not great....
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Value
eCare NEXT is not as reliable as we would like in terms of finding other coverages out there. The...
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Culture, Relationship
I don't know that I get anything new from Experian Health other than payer updates. We don't usually...
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Relationship, Product
eCare NEXT just isn't really giving us timely responses. We only have it set up in a few certain...
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Loyalty, Relationship
We are expanding Experian Health's products across our system. I like the products, but I am not in...
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Operations, Product
I like that eCare NEXT is an embedded solution within Oracle Health's product, and the upgrades are...
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Relationship
I like that communication is fluid between Experian Health and our organization. We have regular...
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Relationship
We have been working with Experian Health to get something integrated, and it is a relatively light...
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Relationship, Product
I get a regular performance report from Experian Health, and I can look at things like verification...
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Value
With eCare NEXT, I'm meeting my KPIs when it comes to verification eligibility, and I'm exceeding my...
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Loyalty, Relationship
eCare NEXT allows me access to a high number of different payers for payer eligibility, so I can run...
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Loyalty, Product
There are some limitations to what eCare NEXT can pull from the payers because payers will report...
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Relationship, Operations
With the eCare NEXT module, Experian Health was here remotely for a while to educate all the...
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Relationship, Product
eCare NEXT is an excellent tool. I just wish it were more proactive at payer changes. If a payer...
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Loyalty, Value
I am looking at AI, robotics, and automation on the revenue cycle side. Everybody claims to have...
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Relationship
For executive involvement, we see the same person for all our Experian Health products. There is...
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Product
We have explored the eCare NEXT module and what Experian Health has to offer for prior...
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Product
eCare NEXT is integrated with Cerner's system to a certain extent. But that is the only thing we...
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Product
With ease of use, the volume of things that can be done and insurances that are available is a...
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Product
eCare NEXT is an excellent platform, but a smaller, rural organization may not have the same needs....
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Relationship
The vendor attempts to keep all their promises. Sometimes developmental timelines or implementations...
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Loyalty
I forecast my overall satisfaction will increase because Experian Health is moving to a cloud-based...
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Culture, Loyalty
I use eCare NEXT for my front registration. We have a longstanding agreement contract with Experian...
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Relationship, Product
There are some issues with websites being down, but that is out of Experian Health’s control.
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Operations, Product, Value
When we initially put eCare NEXT in years ago, Experian Health came to our hospital to get us set up...
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Relationship, Product
Experian Health’s preauthorization tool is not working for us. One issue we are having with that is...
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Product
We are still having to tweak things in eCare NEXT a little because when our HIM coders get into an...
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Relationship
We had been opening tickets all the time with Experian Health to fix a certain issue, and it wasn’t...
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Loyalty
eCare NEXT is what I knew when I came into this position. If I could see more solutions that were...
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Product
When I run eligibility in eCare NEXT, I can know at first glance when it comes back whether the...
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Product
The eligibility feature works well for us. When we need to use other sites or methods to verify, we...
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Culture, Product
I still feel like I'm learning about Experian Health, but I have been fairly happy with them. We...
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Relationship
I have a couple of people at Experian Health that I can reach out to if I need something. I...
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Loyalty, Product
I have not seen any advances from Experian Health that are mind-blowing or game-changing. I have...
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Product
For the insurance verification use case, the vendor could work on simplifying the eligibility...
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Relationship
We have our own relationship manager who helps us with issues. That person is not the greatest....
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Product
eCare NEXT is great for eligibility. The biggest thing the vendor has going for them is the screen...
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Relationship
Overall, Experian Health is pretty good, and I don't really have any issues. We actually have...
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Relationship
My customer liaison from Experian Health is just amazing. They are really good at making sure we are...
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Loyalty, Product
eCare NEXT is super easy. The issue is we have to hit a button, and our team doesn't always do that....
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Product
With eCare NEXT, patient estimation is a very manual process. Also, Experian Health tells us if...
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Product
We haven't done any upgrades for the system for a long time. Right now, our use of eCare NEXT is...
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Relationship
I don't know who Experian Health's executive leaders are anymore. They don't connect with us. If we...
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Operations
We haven't received any recent training for the system. Our end users don't use the system directly....
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