Commentary Summary
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User Commentary
Functionality and Upgrades
eCare NEXT’s patient estimator works well. The original setup went well, and since then, that piece...
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Implementation and Training
Experian Health has training videos for every topic we can imagine.
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Functionality and Upgrades
eCare NEXT is easy to use, and it automatically launches. Whenever a new user is learning the...
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Interfacing and Integration
Experian Health has done well at integrating the system into our EMR.
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Service and Support
We get emails and notifications from Experian Health when the system is down. There is also a...
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Relationship
Anytime there is a new class or meeting that Experian Health is going to ship, my contact always...
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Service and Support
Experian Health explains their products well, and when they work with our IT team, our team...
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Service and Support
We had some issues with how some of the reporting was done, and Experian Health addressed those and...
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Service and Support
It is easy to put in a ticket, but then when we get responses from the vendor, sometimes we feel...
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Functionality and Upgrades
We had some issues with our latest implementation, and it took longer than expected, but that went...
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Relationship
Experian Health promoted exactly what we received. The authorization piece is nice because it saves...
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Service and Support
Experian Health’s support team gets back to us very quickly. They are as responsive as they can be,...
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Technology
We had a list that Experian Health shared with us saying that there were some outages on particular...
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Functionality and Upgrades
When the solution is working, it is a great product because we do have the feature where we register...
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Service and Support
We have had issues getting tickets completed and tracking and logging those issues. With support, we...
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Sales and Contracting
The biggest pain points have been with invoicing and being nickel-and-dimed by Experian Health. We...
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Functionality and Upgrades
We have a decent volume that we rely on eCare NEXT to do, such as eligibility transactions for...
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Technology
In the past, we have gone to market, seen what other products are available, and gotten quotes from...
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Relationship
If I were talking to a friend about Experian Health, I would tell them that Experian Health gives us...
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Relationship
Our time with Experian Health has been one of the best working relationships I have had in my...
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Future Outlook
We have fantastic support from Experian Health, and we are looking forward to working with them more...
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Functionality and Upgrades
Our organization has been happy with Experian Health. Due to the size of the company, developments...
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Service and Support
Experian Health has a Salesforce portal, which allows us to open cases for all of their products, so...
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Interfacing and Integration
I would like to see eCare NEXT be more real time. Right now, it is working as a screen scraper. I...
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Service and Support
eCare NEXT has updates, but I don't get the notifications like I do with a different product from...
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Implementation and Training
We are working to transition some of our staff members from one version of the product to another...
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Technology
There is a lot of downtime in eCare NEXT, and there is a lot of lagging. I know sometimes it is the...
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Functionality and Upgrades
The software is fairly easy to use. The training that we have for it is minimal because it is quite...
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Functionality and Upgrades
Based on my experience and the experiences of others that have voiced concerns to me, there are a...
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Other Observations & Comments
We have been trying to get Experian Health’s new version of eCare NEXT for a while now, but the...
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Relationship
The few people from Experian Health that we work with are great, but they are at a lower level, so...
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Functionality and Upgrades
eCare NEXT is really user friendly, especially the version we are using.
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Service and Support
We have to escalate everything just to get things done, and we should not have to do that. Experian...
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Functionality and Upgrades
We are trying a new version of eCare NEXT at one of our sites, and there are still problems with it....
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Relationship
We would like more notice on global issues. Experian Health has improved a little, but we seem to...
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Functionality and Upgrades
We want things to get better because eCare NEXT is a valuable tool. We like the product and what it...
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Interfacing and Integration
Our biggest challenge is integration with our EMR. We wanted to get a module through Experian Health...
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Functionality and Upgrades
eCare NEXT’s eligibility information is what we love. With the way it brings in automated checks for...
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ROI / Cost
Experian Health breaks down their services into different fee structures depending on what the...
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Other Observations & Comments
I am pretty darn happy with Experian Health, but I don't think they rerelease trainings. The initial...
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Relationship
When I have asked to speak with people, I have been able to escalate, and the people we work with...
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Relationship
Experian Health is unique not only because they are always offering new products but also because...
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Relationship
Experian Health is amazing at being proactive with us because they listen to their clients. Experian...
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Service and Support
My favorite part about the product is that I can talk to somebody else from a different organization...
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Functionality and Upgrades
We would buy portions of eCare NEXT again, and there are portions we would not buy again. Some...
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ROI / Cost
Experian Health does not bundle things; they pretty much charge for everything transactionally.
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Service and Support
The availability of Experian Health's implementation people could be improved. Those people are just...
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Other Observations & Comments
With some upgrades, we have had issues with the overlay with our EHR. Our issues have been on our...
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Implementation and Training
Experian Health is always willing to train us and set up one-on-one classes with our organization....
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Relationship
Our organization is really fortunate to have an assigned collections optimization consultant. That...
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Relationship
The integration issues that we have had have been because of our EMR and not because of eCare NEXT....
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Functionality and Upgrades
The product is straightforward and easy to understand. It has all of the tools that we need. We...
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Future Outlook
We are expanding our use of Experian Health's products.
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Relationship
Experian Health is good at training, but their clients have to know to ask for that training. The...
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Relationship
The vendor has been proactive with their upgrades. At one point, we were going to upgrade a tool,...
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Relationship
We meet with the vendor regularly. When we do optimizations, the vendor meets with us until we don't...
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Interfacing and Integration
eCare NEXT does not integrate with our current billing system. eCare NEXT is not designed to work...
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Functionality and Upgrades
eCare NEXT can be used by anyone; it is pretty straightforward. We do not have any plans to get rid...
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Sales and Contracting
We are never upset when we reach out to Experian Health’s support team. They call to inform us when...
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Functionality and Upgrades
We have gone through some HL7, 270, and 271 transactions recently, and it seems like they don't mesh...
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ROI / Cost
eCare NEXT is a wonderful product. I have seen way fewer denials on the hospital side. I have always...
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Relationship
I have regular meetings by phone with our person at Experian Health, and we go over things that I am...
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Relationship
We used to do all of our estimates manually. We would pull patients' benefits and then take our fee...
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Relationship
Experian Health is very responsive and helpful. If we have an issue or when new regulatory...
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Relationship
I love Experian Health. They are exceptional and have been a great partner. They provide us with...
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Service and Support
If we find issues, Experian Health is very responsive. Their support team is incredibly responsive,...
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Interfacing and Integration
Experian Health has talked about being able to integrate the solution, but the person from Experian...
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Service and Support
For the most part, the vendor's support is good. Their support is divided up for their different...
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Functionality and Upgrades
I would give Experian Health a low rating because some of their data is outdated or confusing. The...
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Functionality and Upgrades
There are times when the system pulls insurance information back in or doesn't label things. Then,...
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Other Observations & Comments
If we were to do everything over again, we would like to look at different products and see what...
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ROI / Cost
The vendor charges for a lot of different things, but they work with us when it comes to different...
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Interfacing and Integration
eCare NEXT goes one way into another system. When we were implementing the system, the vendor told...
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Service and Support
Sometimes we have little quirks or errors where something is not coming back properly in the system....
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Service and Support
When we made some changes, the vendor was intuitive about telling us how we should set things up to...
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Functionality and Upgrades
Sometimes there are little bumps while using the system. We will verify one insurance today, and it...
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Functionality and Upgrades
Within eCare NEXT, we have a bad-code repair functionality. That basically tells us whether we have...
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Relationship
Experian Health used to keep all of their promises prior to the pandemic. We eventually get what we...
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ROI / Cost
eCare NEXT is very user friendly. We get a lot of freebies from Experian Health.
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Functionality and Upgrades
There are things we want in eCare NEXT that aren’t there yet, especially regarding the patient...
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Service and Support
The vendor made changes to their customer service structure a few years ago, and it was at that same...
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Functionality and Upgrades
eCare NEXT is the best on the market for eligibility. The system's ease of use for the end users is...
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ROI / Cost
There are a lot of products that Experian Health offers that we aren't using simply because of the...
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Future Outlook
We are working with Experian Health, but there could be an opportunity for them to do additional...
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Technology
Experian Health’s functionality and the insights that they provide us are fine, but we do have...
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Service and Support
Experian Health has done an amazing job building themselves. We had growing pains with them, but we...
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ROI / Cost
eCare NEXT is definitely a benefit to the patient registration team when it comes to eligibility and...
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Functionality and Upgrades
We are currently trying to implement a monthly batch eligibility rerun where the open active...
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Functionality and Upgrades
One of our pain points with eCare NEXT is that the alerts to notify us of incorrect plan codes don't...
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Functionality and Upgrades
One hurdle that we have encountered is around the vendor delivering new technology. There are some...
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Relationship
We have a great relationship with our current Experian Health team. There are no issues there. We...
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Relationship
Experian Health provides great feedback. The vendor is also quick to respond to our needs and...
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Functionality and Upgrades
eCare NEXT has been good so far. The eligibility meets our needs, and it is all contained within one...
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Implementation and Training
We got some training, but it was very surface-level training, which was fine. A lot of the training...
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Win/Loss - Why they were selected (by current clients)
We vetted Experian Health ourselves, and we felt that they were one of the top vendors on the...
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Service and Support
Experian Health's customer support area has a lot of turnover. If we could just get an account...
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Technology
I want to tell anyone who is planning on going with eCare NEXT that we have had a lot of trouble...
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Relationship
Experian Health knew about some things that made our organization unique that caused issues with us...
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Functionality and Upgrades
eCare NEXT is very easy to use. I like the fact that we can get estimated family-income percentages...
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Relationship
We have regular calls with Experian Health, and anytime there is an issue with our product, my...
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ROI / Cost
Our front-end collections were good, and they are projected to do even better with the estimation tool....
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Functionality and Upgrades
eCare NEXT's reports stink. The reports are not user friendly. There are over two dozen columns, and...
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Implementation and Training
I would give the vendor more than a perfect score for the original implementation. I was extremely...
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Service and Support
eCare NEXT's integration with our IT support system is lacking and is a big concern. I don't feel...
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Relationship
The vendor is not taking the lead as much as we would like. Experian Health does try to take the...
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Future Outlook
We have been trying for a long time to get our patient estimates to be accurate, and we still do not...
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Implementation and Training
To begin with, the setup of eCare NEXT was not conducive to our organization. The system made us...
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Implementation and Training
The initial training from Experian Health was decent. However, I have had to go back and request...
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Functionality and Upgrades
The product is very difficult for end users. I am constantly getting feedback from the front office...
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Functionality and Upgrades
When data goes out of eCare NEXT, the system prompts employees to take action on the guarantor's...
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Relationship
The folks at Experian Health are always willing to negotiate and look at my volumes. We have a great...
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ROI / Cost
I really like eCare NEXT. It is a seamless system that has red-flag warnings. It tells us each...
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Lessons Learned
Before I recommend eCare NEXT to a peer or friend, I would tell them to see what else is out there...
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Functionality and Upgrades
We seem to have a lot of problems with our estimate. Sometimes, the vendor says our CDM has not been...
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ROI / Cost
I was looking through some invoices, and I noticed some discrepancies between our contract and our...
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Functionality and Upgrades
eCare NEXT is the only program that I have ever worked with that has the capability to read to the...
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Implementation and Training
We asked for additional training on the product and how it works because I knew we weren’t using it...
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Relationship
We finally have an account manager that is on top of things. The other account managers we have had...
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Service and Support
We have to put a ticket in for everything. We can’t just call and get an answer. We have to put a...
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ROI / Cost
Experian Health does not avoid charging for every little thing; they encourage it. I understand the...
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Relationship
The vendor is reliable. They communicate and support us pretty well.
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Relationship
Experian Health depends too much on the clients to tell the vendor how they are doing. That feedback...
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Service and Support
There are many different people who we talk to during implementations. I always have to go back...
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Functionality and Upgrades
The system's eligibility functions have helped us catch some insurance changes.
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Functionality and Upgrades
We like eCare NEXT. It is a great product, and our time with it has gone pretty well. There have...
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Implementation and Training
It took us a long time to fully implement the system because of some random issues. That was...
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Functionality and Upgrades
There are a couple of things that we need workarounds for in eCare NEXT. When we register patients...
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Functionality and Upgrades
We haven't had any huge issues with the product. I am not very satisfied with its financial...
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Service and Support
We were informed that if a patient self-pays, the solution will run a search to see whether they...
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Functionality and Upgrades
eCare NEXT solves our immediate needs. With certain products, vendors don't challenge themselves...
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Interfacing and Integration
The product's eligibility features are pretty good, but Experian Health doesn’t really offer that...
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Implementation and Training
The vendor's training is very in depth. The system seems complicated, but I haven't heard any...
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Relationship
We have regular calls with the vendor's product owners and customer success representatives. We have...
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Relationship
Experian Health has some great people, but their processes are getting in their way. The vendor's...
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Service and Support
Experian Health's systems had a bunch of instances of downtime last year. Things have been a little...
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ROI / Cost
I would reluctantly buy this solution again because its applications are very strong. Its...
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Other Observations & Comments
The integration gaps in the solution are mostly on our side. Experian Health can do different...
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Functionality and Upgrades
The product went from being customized to what clients used to want to becoming cookie cutter for...
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Functionality and Upgrades
Experian Health is very big on new developments and new technology, but usually not on the same...
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Service and Support
The vendor's tier-one support is okay, but I am an experienced user. I know more about the product...
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Relationship
When we implemented the program, the vendor checked on us very frequently. We really liked that they...
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Service and Support
The vendor's onboarding was very thorough. They used a lot of power points. It was a little hard for...
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Interfacing and Integration
Our integration with the vendor was good.
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Relationship
I am very likely to recommend the product to others. There will always be some issues that come up...
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Functionality and Upgrades
Our experience with Experian Health has been okay. We like the product. It works well for us, so we...
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Technology
We had some challenges with the system being very slow and down quite often. We addressed those...
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Sales and Contracting
We have a vendor representative who has mostly been a salesperson to us because we are looking at...
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Future Outlook
I would possibly choose Experian Health again. We would certainly consider them. I don't know...
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Functionality and Upgrades
eCare NEXT isn’t as automated with estimates as I would like. When a patient schedules an...
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Functionality and Upgrades
Overall, I would give eCare NEXT a B- because it is a little rigid in terms of customization. We...
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Functionality and Upgrades
eCare NEXT is the bedrock of all our patient financial clearance and front-end management...
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Functionality and Upgrades
I have a problem with the lack of automation for estimates. Additionally, we have difficulty in...
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