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eCare NEXT Comments
Filtered view: All
Subject Expert
Commentary Summary
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User Commentary
VP/Other Executive
Functionality and Upgrades
Right now, we are using the tool on the front end for coverage discovery. We can run some batches...
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VP/Other Executive
Interfacing and Integration
The product is a little expensive. We definitely pay for what we get. We bought the product through...
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VP/Other Executive
Service and Support
Experian Health's support is strong. I don't hear much from their executives. During COVID-19, I...
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Analyst/Coordinator
Functionality and Upgrades
Experian Health has a coverage manager that scrubs on the front end and checks all the major payers,...
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Analyst/Coordinator
Functionality and Upgrades
There are a few categories that factor into why Experian Health misses some insurance on the front...
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Analyst/Coordinator
ROI / Cost (care and feeding)
On a communication basis, I didn’t have a lot on the front-end process with Experian Health, but I...
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Analyst/Coordinator
Service and Support
I didn’t see any interruptions with eCare NEXT through COVID-19. We were still getting daily work...
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Director
Functionality and Upgrades
We have had some struggles with Experian Health, but we do use the eCare NEXT registration piece....
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Director
Relationship
We did a reboot on some of our reporting with the vendor, and we were very disgruntled with them....
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Director
Other Observations & Comments
With COVID-19, I haven't seen any change at all with Experian Health. I am not sure what the vendor...
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Director
Interfacing and Integration
For integration with the system, Experian Health does well because we pull insurance information,...
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Director
Future Outlook
I hope that my satisfaction with Experian Health will go up over the next 12 months, and I have...
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VP/Other Executive
Functionality and Upgrades
When all of the stars align, Experian Health does great. We struggle whenever those perfect...
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VP/Other Executive
Service and Support
I wasn’t here when we went live with Experian Health, but the executives respond better when we call...
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VP/Other Executive
Implementation and Training
We have gotten more training, and we finally got Experian Health to put in the real-time...
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Analyst/Coordinator
Functionality and Upgrades
Registration quality alerts are part of the eCare NEXT platform that our registration staff uses to...
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Analyst/Coordinator
Interfacing and Integration
When we talk about integration, sometimes we get denials or rejections based on a patients'...
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Analyst/Coordinator
Functionality and Upgrades
When people start using the tools, they start seeing areas of improvement. One thing that we have...
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Analyst/Coordinator
Functionality and Upgrades
We have prior authorization, but we have not yet implemented that. COVID-19 has caused us to put the...
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Manager
Functionality and Upgrades
The vendor's tips about claims have been helpful. I like that the system alerts my team, for...
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Manager
Service and Support
I like our account manager. That person is very helpful and understanding and goes out of his or her...
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Manager
Functionality and Upgrades
The estimate accuracy is way off. We charge patients too much up front because the estimates are...
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Manager
Functionality and Upgrades
Currently, nothing goes back into our registration system. It would be nice if the extended zip code...
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VP/Other Executive
Other Observations & Comments
In the past, we have had struggles with Experian Health. We had a prior project where we tried to...
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VP/Other Executive
Service and Support
We typically find issues and then report them to the vendor instead of the vendor identifying issues...
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VP/Other Executive
Lessons Learned
I would recommend the vendor. Once the eligibility tool is set up, it is a valuable tool in terms of...
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Director
Future Outlook
Experian Health is an excellent partner. They are very flexible with their products, and they have...
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Director
Sales and Contracting
Experian Health has a product that allows providers to keep pace with changing medical policies from...
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Manager
Implementation and Training
Experian Health has started a user group with basically just Passport Medical Necessity users. We...
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VP/Other Executive
Functionality and Upgrades
The implementation was like any other implementation. There are parts of it that went very well, and...
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VP/Other Executive
Other Observations & Comments
I have pretty strong feelings about integration. To say that we are integrated can mean a lot of...
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VP/Other Executive
Other Observations & Comments
The implementation is led by different people depending on the product that we purchase. In terms of...
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Director
Functionality and Upgrades
Experian Health has been a good partner in regard to eligibility access. Everything comes through...
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Director
Relationship
Experian Health's executive team has been pretty silent. The executives get involved for a while,...
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VP/Other Executive
Future Outlook
This year has been a better year for Experian Health and for our relationship with them. I haven’t...
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VP/Other Executive
ROI / Cost (care and feeding)
Experian Health has made the product much more accessible for self-management. We have chosen not to...
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VP/Other Executive
Future Outlook
I haven’t heard any concerns about the system’s eligibility. We have seen some problems with benefit...
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VP/Other Executive
Relationship
Through COVID-19, Experian Health created some really nice features relative to their payment...
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VP/Other Executive
Service and Support
Experian Health’s customer service structure has reduced layers of complexity to get errors fixed....
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VP/Other Executive
Service and Support
Experian Health turned a corner in terms of customer satisfaction. There were leadership changes,...
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VP/Other Executive
Functionality and Upgrades
Our EMR is actually a much easier tool to use for patient estimation than eCare NEXT. In terms of...
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Manager
Functionality and Upgrades
We use all of the independent websites for payers because the product doesn’t run every single payer...
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Manager
Functionality and Upgrades
The product is not consistent. We have superusers at all of our campuses. Only a few employees use...
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Manager
Service and Support
The vendor has been excellent. We had a representative who was amazing, but we had another...
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Manager
Other Observations & Comments
The product is part of our long-term plans unless issues keep occurring. We wish we would have gone...
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Manager
Functionality and Upgrades
The product constantly kicks us out, and the vendor doesn’t understand why. At certain times, staff...
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Manager
Functionality and Upgrades
The system is very user friendly as long as it is working. Issues happen with every Medicare patient...
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Manager
Technology
It is hard to score the delivery of new technology when things aren’t working properly in the...
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Manager
Service and Support
I am very likely to recommend the product to a peer or friend. The product is super user friendly,...
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CIO
Functionality and Upgrades
The product is great, and our staff members love it. They have been really pleased with the system....
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CIO
Service and Support
We are very happy with Experian Health. There isn't anything that we aren't pleased with. The vendor...
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CIO
Interfacing and Integration
The system works well with our patient accounting system. The Experian Health system launches from...
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CIO
Service and Support
All of our vendors have been excellent in relation to COVID-19. I can't say one negative thing about...
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Director
Interfacing and Integration
eCare NEXT's integration with our hospital billing system is great. The integration works as...
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Director
Relationship
I would like to see Experian Health's client-vendor relationships be enhanced. Experian Health could...
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Director
Service and Support
Experian Health has been supportive during the COVID-19 crisis. They have reached out and checked in...
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Director
ROI / Cost (care and feeding)
Our sales manager does a great job of not charging for every little thing.
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Director
Service and Support
We don't have too much involvement with the vendor's executives. The sales manager that we deal with...
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Director
Functionality and Upgrades
The bells and whistles are some of the biggest things that I like about the product. There is a...
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Director
Functionality and Upgrades
Experian Health's system is embedded in our enterprise system. I can't imagine using another system...
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CIO
Relationship
The system works as promoted. If Experian Health gives us a staff member, we are very transparent...
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CIO
Relationship
The difficult part of answering whether Experian Health keeps all of their promises is that a human...
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CIO
ROI / Cost (care and feeding)
The vendor avoids charging for every little thing, but we are very good contract negotiators....
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CIO
Functionality and Upgrades
With our recent upgrade, we are struggling with automating authorizations because that requires a...
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CIO
Implementation and Training
We still have to ask for training. The vendor is good at training. They are good at responding, but...
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CIO
Service and Support
We are more proactive than Experian Health. We are innovative, so we push the vendor pretty hard for...
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CIO
Functionality and Upgrades
I like the system’s user interface. The functionality is easy, but we always tweak the system....
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CIO
Functionality and Upgrades
Most of our end users find the system to be easy to use. It is a point-and-click system. The vendor...
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CIO
Relationship
The vendor definitely supports us. If it weren’t for their executive team, we probably would have...
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CIO
Other Observations & Comments
Driving tangible outcomes goes back to when the implementation team or sales team comes in. We need...
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CIO
Functionality and Upgrades
Multiple areas have really streamlined processes even if we can’t put a dollar amount to them. eCare...
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CIO
Service and Support
I highly recommend the system to others. When I recommend the system, I tell people the honest...
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CIO
Functionality and Upgrades
The system needs to be a little bit more automated, and that may be unfair to Experian Health...
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CIO
Future Outlook
During the next 12 months, I think the vendor is going to work really hard so that we will be...
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Manager
Functionality and Upgrades
We have issues with the system not giving back the correct estimate or not giving back any estimate...
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Manager
Implementation and Training
If we hadn't hired a consultant to go over the system with us, the system would not be part of our...
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Manager
Other Observations & Comments
There is a part of the program that gives us better benefits and eligibility called Passport Medical...
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Manager
Functionality and Upgrades
The system would probably work as promoted if Experian Health had our information loaded correctly....
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Manager
Relationship
I would give Experian Health a high rating for executive involvement. The executive that we work...
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Manager
Service and Support
Experian Health didn't tell us that there was a template for loading our CDM in the way they wanted....
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Manager
Service and Support
Experian Health could educate us and be more available for questions instead of making us put in...
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Manager
Implementation and Training
The product itself is very good. There are things I have learned about recently that make it good,...
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Manager
Service and Support
I don't talk to the CEO, but our sales representative is pretty high on the list, and that person...
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Director
ROI / Cost (care and feeding)
The vendor doesn't nickel-and-dime us for anything. The vendor makes improvements to the product,...
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Director
Implementation and Training
We have had vendor consultants and managers come in when changes occur to the product....
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Director
Functionality and Upgrades
The work queue design takes some time to get used to. Filtering isn't the easiest thing to figure...
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Director
Technology
The vendor is pretty good about delivering new technology. Whether we take advantage of that...
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Director
Service and Support
We send tickets to online support, and that process is very easy. I don't typically have to call the...
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Director
Interfacing and Integration
We integrated the product and customized it. The vendor didn't charge us a dime for any of our...
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Manager
ROI / Cost (care and feeding)
Experian Health charges for every single thing. We don't have dedicated support people who can help...
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Manager
Functionality and Upgrades
The product truly helps with our process and is a good solution. We don't have many issues that...
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VP/Other Executive
Service and Support
Experian Health keeps their promises, but the vendor sometimes takes a long time to fulfill them.
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VP/Other Executive
Sales and Contracting
We are on a subscription model, and Optum contracts very well, so there is no nickel-and-diming.
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VP/Other Executive
Service and Support
I would think twice before recommending eCare NEXT to a peer or friend. When we deployed eCare NEXT,...
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VP/Other Executive
Interfacing and Integration
We like that eCare NEXT integrates into our EMR, and we like the look of the product. It is modern...
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Director
Functionality and Upgrades
The biggest pro with Experian Health is that they truly offer a full suite of products. We can just...
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Director
ROI / Cost (care and feeding)
In recent years, Experian Health has failed to develop some of their products. They offer a full...
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Director
Technology
Our registrar was using a different tool to read the registration screen and enter patient...
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VP/Other Executive
Functionality and Upgrades
Experian Health's product hasn't been successful. They don't have nearly enough payers live to make...
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VP/Other Executive
Future Outlook
I wouldn't buy Experian Health's product again if there were an alternative. The authorization piece...
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VP/Other Executive
Relationship
Experian Health hasn't kept all promises. The authorization build that they promised us in the...
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VP/Other Executive
ROI / Cost (care and feeding)
When we were dissatisfied, Experian Health would give us discounts. I wouldn't say that they charge...
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VP/Other Executive
Service and Support
The relationship that I have with our account manager at Experian Health is a big benefit. If I have...
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VP/Other Executive
Service and Support
I think Experian Health has done a lot during the COVID-19 crisis for us, even if they have just...
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VP/Other Executive
Functionality and Upgrades
When I enter the coverage in the tool and register a patient, the eligibility tool runs behind the...
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VP/Other Executive
Service and Support
The product is very configurable. Having the system read the response and put the information into...
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VP/Other Executive
Functionality and Upgrades
We went live with the automation tool for preauthorization, and we didn’t find that it worked for...
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VP/Other Executive
Other Observations & Comments
There are no promises that I am aware of that Experian Health hasn’t kept, but timing can be an...
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VP/Other Executive
ROI / Cost (care and feeding)
Experian Health definitely nickel-and-dimes us. There is a fee associated with everything, and they...
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VP/Other Executive
Relationship
We would like more dedicated project management. When I have worked with other vendors with similar...
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VP/Other Executive
Other Observations & Comments
We haven’t really used any of Experian Health’s training services recently, but they tend to use a...
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VP/Other Executive
Interfacing and Integration
In terms of integration and interoperability, the challenge is not eCare NEXT but rather other...
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VP/Other Executive
Functionality and Upgrades
Experian Health can do better with customization. They have a really good product out of the box. It...
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VP/Other Executive
Functionality and Upgrades
Experian Health is very good at developing in-house and acquiring third-party vendors. What is nice...
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VP/Other Executive
Service and Support
Experian Health is really good when we need help. They could be better at giving clients direct...
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VP/Other Executive
Relationship
We have had some really good experiences with Experian Health since last year. We have access to...
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VP/Other Executive
Functionality and Upgrades
The eCare NEXT technology helps us achieve outcomes through its use, but I have seen Experian...
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VP/Other Executive
ROI / Cost (care and feeding)
In terms of recommending the system to a peer or friend, most of that has to do with pricing. The...
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VP/Other Executive
ROI / Cost (care and feeding)
Most of what we use is eligibility. There were things that we didn't know that Experian Health was...
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VP/Other Executive
Service and Support
I don't feel like Experian Health makes promises that they can't keep. Their follow-up isn’t always...
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Analyst/Coordinator
Technology
Experian Health has been very stable, and that really has helped. We have leveraged Experian Health...
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Analyst/Coordinator
Service and Support
Our account representatives are very attentive. They are right there and are very supportive and...
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Analyst/Coordinator
Service and Support
I don’t see a whole lot of training. The data that I get from our account representatives is very...
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Analyst/Coordinator
Relationship
I really haven’t had a need to get executives involved, but if we do get to that point, our...
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Analyst/Coordinator
Functionality and Upgrades
I don’t know what I don’t know. But I would like to see some enhancements for Coverage Discovery so...
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Director
Service and Support
We have had great luck with using Experian Health's tools. I have a dedicated client services...
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Director
ROI / Cost (care and feeding)
Experian Health could really improve when it comes to packaging things; they should put things...
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Director
Functionality and Upgrades
Experian Health offers propensity-to-pay insights and the estimated income level based upon...
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Director
Other Observations & Comments
Experian Health doesn’t push out a lot of upgrades. The implementations have been pretty good. If we...
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Analyst/Coordinator
Service and Support
The Experian Health products are decent. I like what they do, and they do things right. Our biggest...
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Analyst/Coordinator
Relationship
Experian Health tries to be as honest as they can, but there is always something that causes them to...
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Analyst/Coordinator
Service and Support
With the COVID-19 crisis, we have to stay open and change how we do business because patient volumes...
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Analyst/Coordinator
Functionality and Upgrades
Experian Health has a payer alerts application that updates provider manuals when payers make...
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Analyst/Coordinator
ROI / Cost (care and feeding)
From a pricing standpoint, Experian Health has been patient with us and our frustration with the lag...
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Analyst/Coordinator
Implementation and Training
We do all of the training in-house. In the beginning, Experian Health showed us how to use the...
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Analyst/Coordinator
Service and Support
Experian Health has made some changes with the support staff. The vendor had some dead weights on...
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Director
Functionality and Upgrades
The go-live is always tricky with any new piece of software, but after a month or two, everyone is...
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Director
Service and Support
One thing that the vendor touts is their great relationships with payers, and that is true overall....
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Director
Service and Support
The vendor sporadically checks in. Whenever I need anything, they are usually Johnny-on-the-spot.
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Director
Functionality and Upgrades
The vendor initially had some software for canned text that was good, but as billing, insurance, and...
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Director
Relationship
The vendor has become more flexible, and the software solutions are getting more granular and...
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Director
Relationship
I like that the vendor has moved to a support model that is relationship-based with an account...
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Director
Other Observations & Comments
The vendor charges for every feature, but I wouldn't say that is nickel-and-diming.
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Manager
Functionality and Upgrades
During our sales calls, the vendor said that all of their clients were using the workflow tool, but...
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Manager
Relationship
We had a bad breakup with Experian Health. I don’t know whether the issue was the whole organization...
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Manager
Relationship
We didn't have a partnership, and everything was so siloed. The vendor bought a lot of products and...
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Manager
Relationship
The vendor executives were very involved, and our project manager really tried. The vendor tried to...
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Manager
Functionality and Upgrades
We originally purchased the product for workflow purposes, and it never worked. The system doesn't...
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Manager
Functionality and Upgrades
The vendor provided information proactively, but we had to know where to look for it. They didn't...
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Manager
Relationship
The vendor executives got super involved when our executives got really mad. Once we were talking...
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Manager
ROI / Cost (care and feeding)
The vendor nickel-and-dimed us. The system was very pricey.
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Manager
Service and Support
Experian Health is very responsive to any of our questions or concerns. They have helped us out on...
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Manager
Relationship
Our team lead at Experian Health is always reaching out to us, and the service is great.
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Manager
Functionality and Upgrades
Experian Health is continually improving, so we usually hear about improvements. Experian Health...
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VP/Other Executive
Implementation and Training
The ease of use depends on the level of employee. Some of our employees struggle with the retention...
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VP/Other Executive
Other Observations & Comments
With Experian Health, we want to make sure that we have a good, strong build and buy-in. The...
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VP/Other Executive
Future Outlook
I expect my forecasted satisfaction to be high based on the new service line we are rolling out.
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VP/Other Executive
Functionality and Upgrades
eCare NEXT was supposed to integrate into our existing registration system. There have always been...
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VP/Other Executive
Win/Loss - Why they were selected (by current clients)
I constantly have to adjust the invoices for the separate custom charges that the vendor adds on....
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VP/Other Executive
Relationship
We work very collaboratively with the vendor. We frequently challenge them to go outside the bounds...
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VP/Other Executive
Functionality and Upgrades
The vendor needs to improve their reporting. The reporting today is clunky and kludgy. We almost...
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VP/Other Executive
Functionality and Upgrades
The vendor has been supporting us through the COVID-19 crisis free of charge. They have a knowledge...
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Director
Implementation and Training
The initial training was great, but we are on our own with ongoing training. The vendor doesn't...
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Director
Other Observations & Comments
I would give the system a decent rating for the ease of use for end users. The system is a little complicated....
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Director
Technology
The vendor has done very well in delivering new technology that meets our needs. The technology is...
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Director
Interfacing and Integration
The vendor has worked really hard to support our integration goals. I would give them a very high...
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Director
Functionality and Upgrades
Some of the things that the system pulls aren't applicable to our line of business. We are a...
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Director
ROI / Cost (care and feeding)
I hope we are very satisfied with the system a year from now, but in order for that to happen, the...
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Manager
Functionality and Upgrades
I would be very hesitant to buy another product from Experian Health. Some pieces of the product are...
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Manager
Service and Support
We have had so many account managers. We even had somebody come in and rebuild the system from the...
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Manager
ROI / Cost (care and feeding)
We can do eligibility through the registration features or ad hoc. We get a lot of people from out...
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Manager
Functionality and Upgrades
If the choice were mine, I would buy the product again with certain things written in the contract....
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Manager
Future Outlook
I am fairly satisfied with eCare NEXT. I am hoping that my satisfaction will at least be a little...
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Director
ROI / Cost (care and feeding)
We had a project with Experian Health that was very successful. It really helped improve...
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Director
Sales and Contracting
Experian Health didn't give us an ongoing conversation about the contract. They didn't reach out...
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Director
Service and Support
We haven’t needed a whole lot of support during the COVID-19 crisis. But anytime we have needed...
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Director
Implementation and Training
Experian Health had a great training program; it was excellent. We didn’t really need a lot of...
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Director
Functionality and Upgrades
eCare NEXT’s quality is good. I have no complaints. I am really happy with the system, and everybody...
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Director
Other Observations & Comments
The availability for new technology is out there. We have seen some advertisements for some new...
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Director
Interfacing and Integration
With the implementation of our EMR, we are going to get some additional add-ons. Our EMR vendor...
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Director
Functionality and Upgrades
What we do is very repetitive, so accuracy and efficiency are important to us. The previous...
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Director
Functionality and Upgrades
It doesn’t take a rocket scientist to go through and figure out the system. When people realize they...
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Analyst/Coordinator
Implementation and Training
During the project, there was a little bit of disappointment in the training. Our organization is...
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Analyst/Coordinator
Functionality and Upgrades
With Experian Health, if there is a better way to get eligibility and authorization, then that part...
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Analyst/Coordinator
Other Observations & Comments
On the Experian Health side, people have their logins just in case we have to use the vendor’s...
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Director
Service and Support
Experian Health is huge, so we have each person siloed into his or her product. There is a different...
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Director
Sales and Contracting
Experian Health wanted us to add on a product that we weren’t going to use, but they told us that we...
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Director
Other Observations & Comments
Everything in eCare NEXT works except for the address verification.
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Director
Functionality and Upgrades
We really like estimates, but at first, things were touch and go on the anesthesiology side because...
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Director
Functionality and Upgrades
We like that the system can go on our registration side and verify addresses and insurance at the...
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Director
Functionality and Upgrades
We don’t like that the system doesn’t pull over new Medicare members. We are not sure why the system...
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Director
Other Observations & Comments
We have a systems department. If we have issues with Experian Health, we notify that department, and...
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Director
Functionality and Upgrades
The system draws from our contract information and our payer contracts; we don’t like that at all....
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Director
Functionality and Upgrades
I really love eCare NEXT. For the front-end tool and what we use eCare NEXT for, the system does...
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Director
Functionality and Upgrades
I don’t think eCare NEXT does anything bad. We were on the older version of authorization...
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Director
Functionality and Upgrades
The issues we used to have have already been resolved. We went to the conference, and the vendor has...
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Director
Functionality and Upgrades
eCare NEXT has an exception-based workflow, but we can set the system up to be whatever we want it...
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Director
ROI / Cost (care and feeding)
In 12 months, our satisfaction will probably still be as high as it is now or better because of some...
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VP/Other Executive
Functionality and Upgrades
Experian Health is doing some pretty interesting things, and we use a number of their products. The...
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VP/Other Executive
ROI / Cost (care and feeding)
The vendor's products are pretty good, but their service isn’t great. The pricing of their products...
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Director
Relationship
The team at Experian Health is very engaged, and we have a close working relationship with that...
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Director
Functionality and Upgrades
eCare NEXT is our real-time eligibility tool. New patients come in, and we take their demographic...
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Director
Functionality and Upgrades
Experian Health pushes their collections optimization tool a lot. That tool is their entire...
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Director
Functionality and Upgrades
Experian Health’s system has been reliable with the propensity to pay, but we are starting to look...
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Director
Service and Support
We have asked Experian Health for a lot of analytical information. We had a huge issue with the...
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Director
Relationship
I haven’t seen any quality upgrades from Experian Health. As far as training goes, Experian Health...
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Director
Service and Support
When it comes to ongoing training, I just feel like we are kind of responsible for finding it on our...
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Director
Service and Support
We use a lot of Experian Health’s products. We have always had really good luck with them up until...
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Director
Win/Loss - Why they were selected (by current clients)
We are going to stay with Experian Health as long as we are in the current system. We are looking at...
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Director
Relationship
Experian Health has kept all their promises. We have had to push for the kind of relationship with...
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Director
Implementation and Training
Experian Health doesn’t really do any ongoing training without us going onto the website. The vendor...
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Director
Functionality and Upgrades
There are a lot of moving and complex parts, so the solution requires a lot of maintenance. The...
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Director
Interfacing and Integration
As the vendor has developed products over the years, they haven’t really fully tied their products...
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Director
Technology
Experian Health is slow in terms of delivering new technology. The vendor is always looking to...
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Director
Relationship
Experian Health is a reactive organization. If the vendor never heard from us, they would assume...
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Director
ROI / Cost (care and feeding)
Experian Health has spent money on us when they haven’t needed to. I feel the opposite of...
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Director
ROI / Cost (care and feeding)
My staff members don’t have to do certain things in order to get the product to work. They don’t...
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Director
ROI / Cost (care and feeding)
The product is expensive, but it saves us money. There is always an ROI. If there is an ROI, then...
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Director
ROI / Cost (care and feeding)
The product is beneficial in terms of an ROI and a workflow process. We couldn’t do what we do today...
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Director
Relationship
The vendor has experience with Epic, so our IT team doesn’t have to work too hard to figure out how...
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Director
Other Observations & Comments
Dealing with payer transactions from insurance companies is hard because we are at the mercy of the...
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Director
ROI / Cost (care and feeding)
The vendor is not really the most cost effective. We decided to pay a little bit more because we...
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Director
Functionality and Upgrades
The biggest thing that we wanted was accuracy of information, and I definitely think Experian...
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Director
Service and Support
We are figuring out how to build those relationships with the payers so that they don’t ever have to...
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Analyst/Coordinator
Functionality and Upgrades
I haven’t really seen much about new technology for eCare NEXT, but it is a good product. The...
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Analyst/Coordinator
Service and Support
If there is an issue, Experian Health usually sends out notifications. They could be more responsive...
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