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eCare NEXT
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Dustin Cragun
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KLAS Research Director - Dustin Cragun
 
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Patient Access 2021: How Well Do Enterprise EMR Vendors Meet Organization Needs?
Patient Access 2021:
How Well Do Enterprise EMR Vendors Meet Organization Needs?
December 2021
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User Commentary

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Director

Functionality and Upgrades

We have gone through some HL7, 270, and 271 transactions recently, and it seems like they don't mesh...

Sep 2022
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Director

ROI / Cost (care and feeding)

eCare NEXT is a wonderful product. I have seen way fewer denials on the hospital side. I have always...

Sep 2022
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Director

Relationship

I have regular meetings by phone with our person at Experian Health, and we go over things that I am...

Sep 2022
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Manager

Relationship

We used to do all of our estimates manually. We would pull patients' benefits and then take our fee...

Sep 2022
||
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Manager

Relationship

Experian Health is very responsive and helpful. If we have an issue or when new regulatory...

Sep 2022
||
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Director

Relationship

I love Experian Health. They are exceptional and have been a great partner. They provide us with...

Sep 2022
||
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Director

Service and Support

If we find issues, Experian Health is very responsive. Their support team is incredibly responsive,...

Sep 2022
||
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Analyst/Coordinator

Interfacing and Integration

Experian Health has talked about being able to integrate the solution, but the person from Experian...

Aug 2022
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Analyst/Coordinator

Service and Support

For the most part, the vendor's support is good. Their support is divided up for their different...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

I would give Experian Health a low rating because some of their data is outdated or confusing. The...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

There are times when the system pulls insurance information back in or doesn't label things. Then,...

Aug 2022
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Analyst/Coordinator

Other Observations & Comments

If we were to do everything over again, we would like to look at different products and see what...

Aug 2022
||
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Analyst/Coordinator

ROI / Cost (care and feeding)

The vendor charges for a lot of different things, but they work with us when it comes to different...

Aug 2022
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Analyst/Coordinator

Interfacing and Integration

eCare NEXT goes one way into another system. When we were implementing the system, the vendor told...

Aug 2022
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Analyst/Coordinator

Service and Support

Sometimes we have little quirks or errors where something is not coming back properly in the system....

Jul 2022
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Analyst/Coordinator

Service and Support

When we made some changes, the vendor was intuitive about telling us how we should set things up to...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

Sometimes there are little bumps while using the system. We will verify one insurance today, and it...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

Within eCare NEXT, we have a bad-code repair functionality. That basically tells us whether we have...

Jul 2022
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Director

Relationship

Experian Health used to keep all of their promises prior to the pandemic. We eventually get what we...

Jun 2022
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Director

ROI / Cost (care and feeding)

eCare NEXT is very user friendly. We get a lot of freebies from Experian Health.

Jun 2022
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Director

Functionality and Upgrades

There are things we want in eCare NEXT that aren’t there yet, especially regarding the patient...

Jun 2022
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Director

Service and Support

The vendor made changes to their customer service structure a few years ago, and it was at that same...

Jun 2022
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Manager

Functionality and Upgrades

eCare NEXT is the best on the market for eligibility. The system's ease of use for the end users is...

Jun 2022
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Manager

ROI / Cost (care and feeding)

There are a lot of products that Experian Health offers that we aren't using simply because of the...

Jun 2022
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Director

Future Outlook

We are working with Experian Health, but there could be an opportunity for them to do additional...

Jun 2022
||
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Director

Technology

Experian Health’s functionality and the insights that they provide us are fine, but we do have...

Jun 2022
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Director

Service and Support

Experian Health has done an amazing job building themselves. We had growing pains with them, but we...

Jun 2022
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Manager

ROI / Cost (care and feeding)

eCare NEXT is definitely a benefit to the patient registration team when it comes to eligibility and...

Jun 2022
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Manager

Functionality and Upgrades

We are currently trying to implement a monthly batch eligibility rerun where the open active...

Jun 2022
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Manager

Functionality and Upgrades

One of our pain points with eCare NEXT is that the alerts to notify us of incorrect plan codes don't...

Jun 2022
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Manager

Functionality and Upgrades

One hurdle that we have encountered is around the vendor delivering new technology. There are some...

Jun 2022
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Manager

Relationship

We have a great relationship with our current Experian Health team. There are no issues there. We...

Jun 2022
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Manager

Relationship

Experian Health provides great feedback. The vendor is also quick to respond to our needs and...

Jun 2022
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Manager

Functionality and Upgrades

eCare NEXT has been good so far. The eligibility meets our needs, and it is all contained within one...

Jun 2022
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Manager

Implementation and Training

We got some training, but it was very surface-level training, which was fine. A lot of the training...

Jun 2022
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Director

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...

Jun 2022
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Director

Service and Support

Experian Health's customer support area has a lot of turnover. If we could just get an account...

Jun 2022
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Manager

Technology

I want to tell anyone who is planning on going with eCare NEXT that we have had a lot of trouble...

Jun 2022
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(0)
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Manager

Relationship

Experian Health knew about some things that made our organization unique that caused issues with us...

Jun 2022
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Manager

Functionality and Upgrades

eCare NEXT is very easy to use. I like the fact that we can get estimated family-income percentages...

Jun 2022
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Director

Relationship

We have regular calls with Experian Health, and anytime there is an issue with our product, my...

Jun 2022
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Director

ROI / Cost (care and feeding)

Our front-end collections were good, and they are projected to do even better with the estimation tool....

Jun 2022
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VP/Other Executive

Functionality and Upgrades

eCare NEXT's reports stink. The reports are not user friendly. There are over two dozen columns, and...

Jun 2022
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Director

Implementation and Training

I would give the vendor more than a perfect score for the original implementation. I was extremely...

May 2022
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Analyst/Coordinator

Service and Support

eCare NEXT's integration with our IT support system is lacking and is a big concern. I don't feel...

May 2022
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Analyst/Coordinator

Relationship

The vendor is not taking the lead as much as we would like. Experian Health does try to take the...

May 2022
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Analyst/Coordinator

Future Outlook

We have been trying for a long time to get our patient estimates to be accurate, and we still do not...

May 2022
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(0)
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Analyst/Coordinator

Implementation and Training

To begin with, the setup of eCare NEXT was not conducive to our organization. The system made us...

May 2022
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Analyst/Coordinator

Implementation and Training

The initial training from Experian Health was decent. However, I have had to go back and request...

May 2022
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Analyst/Coordinator

Functionality and Upgrades

The product is very difficult for end users. I am constantly getting feedback from the front office...

May 2022
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Director

Functionality and Upgrades

When data goes out of eCare NEXT, the system prompts employees to take action on the guarantor's...

May 2022
||
(0)
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Director

Relationship

The folks at Experian Health are always willing to negotiate and look at my volumes. We have a great...

May 2022
||
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Director

ROI / Cost (care and feeding)

I really like eCare NEXT. It is a seamless system that has red-flag warnings. It tells us each...

May 2022
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Manager

Lessons Learned

Before I recommend eCare NEXT to a peer or friend, I would tell them to see what else is out there...

May 2022
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(0)
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Manager

Functionality and Upgrades

We seem to have a lot of problems with our estimate. Sometimes, the vendor says our CDM has not been...

May 2022
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Manager

ROI / Cost (care and feeding)

I was looking through some invoices, and I noticed some discrepancies between our contract and our...

May 2022
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Manager

Functionality and Upgrades

eCare NEXT is the only program that I have ever worked with that has the capability to read to the...

May 2022
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Manager

Implementation and Training

We asked for additional training on the product and how it works because I knew we weren’t using it...

May 2022
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(0)
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Manager

Relationship

We finally have an account manager that is on top of things. The other account managers we have had...

May 2022
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Manager

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...

May 2022
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(0)
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VP/Other Executive

ROI / Cost (care and feeding)

Experian Health does not avoid charging for every little thing; they encourage it. I understand the...

May 2022
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VP/Other Executive

Relationship

The vendor is reliable. They communicate and support us pretty well.

May 2022
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VP/Other Executive

Relationship

Experian Health depends too much on the clients to tell the vendor how they are doing. That feedback...

May 2022
||
(0)
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Manager

Service and Support

There are many different people who we talk to during implementations. I always have to go back...

May 2022
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(0)
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Manager

Functionality and Upgrades

The system's eligibility functions have helped us catch some insurance changes.

May 2022
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(0)
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Manager

Functionality and Upgrades

We like eCare NEXT. It is a great product, and our time with it has gone pretty well. There have...

May 2022
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(0)
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Manager

Implementation and Training

It took us a long time to fully implement the system because of some random issues. That was...

May 2022
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Manager

Functionality and Upgrades

There are a couple of things that we need workarounds for in eCare NEXT. When we register patients...

May 2022
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(0)
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Manager

Functionality and Upgrades

We haven't had any huge issues with the product. I am not very satisfied with its financial...

May 2022
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(0)
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Manager

Service and Support

We were informed that if a patient self-pays, the solution will run a search to see whether they...

May 2022
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VP/Other Executive

Functionality and Upgrades

eCare NEXT solves our immediate needs. With certain products, vendors don't challenge themselves...

May 2022
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VP/Other Executive

Interfacing and Integration

The product's eligibility features are pretty good, but Experian Health doesn’t really offer that...

May 2022
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(0)
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Director

Implementation and Training

The vendor's training is very in depth. The system seems complicated, but I haven't heard any...

Mar 2022
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(0)
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Analyst/Coordinator

Relationship

We have regular calls with the vendor's product owners and customer success representatives. We have...

Mar 2022
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Analyst/Coordinator

Relationship

Experian Health has some great people, but their processes are getting in their way. The vendor's...

Mar 2022
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Analyst/Coordinator

Service and Support

Experian Health's systems had a bunch of instances of downtime last year. Things have been a little...

Mar 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

I would reluctantly buy this solution again because its applications are very strong. Its...

Mar 2022
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Analyst/Coordinator

Other Observations & Comments

The integration gaps in the solution are mostly on our side. Experian Health can do different...

Mar 2022
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Analyst/Coordinator

Functionality and Upgrades

The product went from being customized to what clients used to want to becoming cookie cutter for...

Mar 2022
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Analyst/Coordinator

Functionality and Upgrades

Experian Health is very big on new developments and new technology, but usually not on the same...

Mar 2022
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Analyst/Coordinator

Service and Support

The vendor's tier-one support is okay, but I am an experienced user. I know more about the product...

Mar 2022
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Manager

Relationship

When we implemented the program, the vendor checked on us very frequently. We really liked that they...

Mar 2022
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Manager

Service and Support

The vendor's onboarding was very thorough. They used a lot of power points. It was a little hard for...

Mar 2022
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Manager

Interfacing and Integration

Our integration with the vendor was good.

Mar 2022
||
(0)
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Manager

Relationship

I am very likely to recommend the product to others. There will always be some issues that come up...

Mar 2022
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Director

Functionality and Upgrades

Our experience with Experian Health has been okay. We like the product. It works well for us, so we...

Feb 2022
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Director

Technology

We had some challenges with the system being very slow and down quite often. We addressed those...

Feb 2022
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Director

Sales and Contracting

We have a vendor representative who has mostly been a salesperson to us because we are looking at...

Feb 2022
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Director

ROI / Cost (care and feeding)

We contracted with Experian Health for service offerings that were done through Cerner, so we were...

Feb 2022
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Director

Future Outlook

I would possibly choose Experian Health again. We would certainly consider them. I don't know...

Feb 2022
||
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Director

Functionality and Upgrades

eCare NEXT isn’t as automated with estimates as I would like. When a patient schedules an...

Feb 2022
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Director

Functionality and Upgrades

Overall, I would give eCare NEXT a B- because it is a little rigid in terms of customization. We...

Feb 2022
||
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Director

Functionality and Upgrades

eCare NEXT is the bedrock of all our patient financial clearance and front-end management...

Feb 2022
||
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Director

Functionality and Upgrades

I have a problem with the lack of automation for estimates. Additionally, we have difficulty in...

Feb 2022
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Manager

Functionality and Upgrades

My staff members and I love the system. We don't have any issues with it, and we use it every day....

Feb 2022
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Manager

Functionality and Upgrades

I like that we can search for patients in the system's work queue. We can also just click on...

Feb 2022
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Manager

Functionality and Upgrades

The system is fast, and we don't have to go through a work queue to register patients. Everything is...

Feb 2022
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Manager

Service and Support

The vendor's support people are great. They are very helpful. We haven't had any issues in our...

Feb 2022
||
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VP/Other Executive

Relationship

We work with Experian Health on the front end. If I could get them to do more communication, then...

Jan 2022
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VP/Other Executive

Functionality and Upgrades

Now with the No Surprises Act, we don't have to buy new technology, but we definitely need to...

Jan 2022
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VP/Other Executive

Technology

The biggest challenge is, especially recently, there has been a lot of downtime, to the point where...

Jan 2022
||
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Director

ROI / Cost (care and feeding)

Overall, eCare NEXT has been a helpful product for us. We didn't have an alternative estimator tool...

Jan 2022
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Director

Service and Support

There is sometimes a disconnect with the vendor's turnaround times on responses when we submit...

Jan 2022
||
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Director

Implementation and Training

We didn't have a very smooth implementation with Experian Health. There are a lot of things that the...

Jan 2022
||
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Director

Implementation and Training

When we have reached out to the vendor for materials to help us train new users on the system,...

Jan 2022
||
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Director

Interfacing and Integration

Experian Health has done a good job with integration. We probably need to be better at communicating...

Jan 2022
||
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Director

Relationship

The demonstrations that we did for the system aligned with the tools that we were already using. We...

Jan 2022
||
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Manager

Functionality and Upgrades

We haven't been able to get accurate reports from the solution for quite some time. In the past, we...

Jan 2022
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Director

Service and Support

When the tool works, it is beautiful. Recently, we have had issues with slowness and performance,...

Jan 2022
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Director

Future Outlook

Recently, we have wondered what other options are there. We don't plan to just get rid of eCare NEXT...

Jan 2022
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Director

Technology

We expect systems to go down; we are not unreasonable people. But if I knew eCare NEXT was going to...

Jan 2022
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Director

ROI / Cost (care and feeding)

We had a couple of issues with invoicing that Experian Health reconciled and was pretty fair about.

Jan 2022
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Director

Relationship

Executives are involved when I escalate, but I am upset when I finally get to that point. We have...

Jan 2022
||
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Director

Functionality and Upgrades

We still have a pretty large rate of eligibility denials. That is not totally Experian Health's...

Jan 2022
||
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VP/Other Executive

Relationship

Experian Health isn't really keeping their technology up with the times. In terms of functionality,...

Dec 2021
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VP/Other Executive

Service and Support

Experian Health's support isn't that great, but we do have an account manager who attempts to help...

Dec 2021
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VP/Other Executive

Implementation and Training

I have consistently heard from my team members that they were never properly trained on the system...

Dec 2021
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VP/Other Executive

Service and Support

With most of our vendors, we will receive visits from their executives once in a while where they...

Dec 2021
||
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Director

Functionality and Upgrades

The one thing that eCare NEXT struggles with is authorization alignments. There are a lot of...

Dec 2021
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Director

Functionality and Upgrades

eCare NEXT is a very robust solution for registration QA. It works extremely well. That is why we...

Dec 2021
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Manager

Functionality and Upgrades

We could use some better script processing during the registration process rather than feeding off...

Nov 2021
||
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Manager

Service and Support

Experian Health is constantly working on their products. They have new things coming. We meet with...

Nov 2021
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VP/Other Executive

Service and Support

The vendor has spent a lot of time on the eCare NEXT redesign for our workflow. We have redesigned...

Nov 2021
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(0)
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VP/Other Executive

Implementation and Training

Experian Health doesn't constantly remind us that there is a training module available, but if we...

Nov 2021
||
(0)
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VP/Other Executive

Functionality and Upgrades

The product has speed issues. The page essentially doesn't load fast enough. Experian Health is...

Nov 2021
||
(0)
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VP/Other Executive

Sales and Contracting

I still have some needs within the product in terms of workflow changes. The product works well for...

Nov 2021
||
(0)
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Manager

Functionality and Upgrades

eCare NEXT is low maintenance for us. The only thing we really have to do is ensure we have our...

Oct 2021
||
(0)
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Manager

Functionality and Upgrades

We have another platform where we can get back information just by the service type that we are...

Oct 2021
||
(0)
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 or  to see details.

Manager

Relationship

We have a daily dashboard that shows what is coming in the future. What I also like about the...

Oct 2021
||
(0)
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Manager

Future Outlook

There are things that the vendor is currently working on enhancing for the estimate piece. When we...

Oct 2021
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

We aren't happy with Experian Health. They charge for everything. The real-time eligibility tool is...

Oct 2021
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

When we have a payer that we check eligibility for, if they have claims that are suspended for...

Oct 2021
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

With eCare NEXT posting back so much information, sometimes things are still missed. The vendor...

Oct 2021
||
(0)
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Manager

Interfacing and Integration

Everything in eCare NEXT integrates very well together. If we go out into the preregistration...

Oct 2021
||
(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

Our organization is always looking for opportunities, and we are trying to work with Experian Health...

Oct 2021
||
(0)
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 or  to see details.

Analyst/Coordinator

ROI / Cost (care and feeding)

Experian Health nickel-and-dimes for every little thing. It is like we order lasagna at a...

Oct 2021
||
(0)
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 or  to see details.

Analyst/Coordinator

Service and Support

Experian Health is very difficult to work with. Their invoices are a mess. They invoice everything...

Oct 2021
||
(0)
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Director

Relationship

We have been doing automation around authorizations for years. That has been a work in progress. The...

Sep 2021
||
(0)
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Director

Functionality and Upgrades

The technology tries its best to outsmart the payers or to at least keep up with what they are...

Sep 2021
||
(0)
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 or  to see details.

Director

Technology

Eligibility is an area that is top of mind for improvement. Most organizations have new billing...

Sep 2021
||
(0)
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