eCare NEXT
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Subject Expert
Dustin Cragun
Research Director
Commentary Summary
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User Commentary
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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We seem to have a lot of problems with our estimate. Sometimes, the vendor says our CDM has not been...
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I was looking through some invoices, and I noticed some discrepancies between our contract and our...
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eCare NEXT is the only program that I have ever worked with that has the capability to read to the...
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We asked for additional training on the product and how it works because I knew we weren’t using it...
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We finally have an account manager that is on top of things. The other account managers we have had...
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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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Experian Health does not avoid charging for every little thing; they encourage it. I understand the...
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The vendor is reliable. They communicate and support us pretty well.
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Experian Health depends too much on the clients to tell the vendor how they are doing. That feedback...
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There are many different people who we talk to during implementations. I always have to go back...
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The system's eligibility functions have helped us catch some insurance changes.
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We like eCare NEXT. It is a great product, and our time with it has gone pretty well. There have...
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It took us a long time to fully implement the system because of some random issues. That was...
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There are a couple of things that we need workarounds for in eCare NEXT. When we register patients...
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We haven't had any huge issues with the product. I am not very satisfied with its financial...
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We were informed that if a patient self-pays, the solution will run a search to see whether they...
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eCare NEXT solves our immediate needs. With certain products, vendors don't challenge themselves...
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Eligibility is pretty good, but Experian Health doesn’t really offer that connectivity to get...
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The vendor's training is very in depth. The system seems complicated, but I haven't heard any...
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We have regular calls with the vendor's product owners and customer success representatives. We have...
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Experian Health has some great people, but their processes are getting in their way. The vendor's...
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Experian Health's systems had a bunch of instances of downtime last year. Things have been a little...
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I would reluctantly buy this solution again because its applications are very strong. Its...
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The integration gaps in the solution are mostly on our side. Experian Health can do different...
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The product went from being customized to what clients used to want to becoming cookie cutter for...
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Experian Health is very big on new developments and new technology, but usually not on the same...
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The vendor's tier-one support is okay, but I am an experienced user. I know more about the product...
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When we implemented the program, the vendor checked on us very frequently. We really liked that they...
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The vendor's onboarding was very thorough. They used a lot of power points. It was a little hard for...
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Our integration with the vendor was good.
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I am very likely to recommend the product to others. There will always be some issues that come up...
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Our experience with Experian Health has been okay. We like the product. It works well for us, so we...
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We had some challenges with the system being very slow and down quite often. We addressed those...
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We have a vendor representative who has mostly been a salesperson to us because we are looking at...
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We contracted with Experian Health for service offerings that were done through Cerner, so we were...
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I would possibly choose Experian Health again. We would certainly consider them. I don't know...
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eCare NEXT isn’t as automated with estimates as I would like. When a patient schedules an...
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Overall, I would give eCare NEXT a B- because it is a little rigid in terms of customization. We...
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eCare NEXT is the bedrock of all our patient financial clearance and front-end management...
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I have a problem with the lack of automation for estimates. Additionally, we have difficulty in...
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My staff members and I love the system. We don't have any issues with it, and we use it every day....
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I like that we can search for patients in the system's work queue. We can also just click on...
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The system is fast, and we don't have to go through a work queue to register patients. Everything is...
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The vendor's support people are great. They are very helpful. We haven't had any issues in our...
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We work with Experian Health on the front end. If I could get them to do more communication, then...
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Now with the No Surprises Act, we don't have to buy new technology, but we definitely need to...
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The biggest challenge is, especially recently, there has been a lot of downtime, to the point where...
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Overall, eCare NEXT has been a helpful product for us. We didn't have an alternative estimator tool...
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There is sometimes a disconnect with the vendor's turnaround times on responses when we submit...
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We didn't have a very smooth implementation with Experian Health. There are a lot of things that the...
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When we have reached out to the vendor for materials to help us train new users on the system,...
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Experian Health has done a good job with integration. We probably need to be better at communicating...
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The demonstrations that we did for the system aligned with the tools that we were already using. We...
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We haven't been able to get accurate reports from the solution for quite some time. In the past, we...
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When the tool works, it is beautiful. Recently, we have had issues with slowness and performance,...
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Recently, we have wondered what other options are there. We don't plan to just get rid of eCare NEXT...
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We expect systems to go down; we are not unreasonable people. But if I knew eCare NEXT was going to...
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We had a couple of issues with invoicing that Experian Health reconciled and was pretty fair about.
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Executives are involved when I escalate, but I am upset when I finally get to that point. We have...
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We still have a pretty large rate of eligibility denials. That is not totally Experian Health's...
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Experian Health isn't really keeping their technology up with the times. In terms of functionality,...
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Experian Health's support isn't that great, but we do have an account manager who attempts to help...
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I have consistently heard from my team members that they were never properly trained on the system...
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With most of our vendors, we will receive visits from their executives once in a while where they...
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The one thing that eCare NEXT struggles with is authorization alignments. There are a lot of...
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eCare NEXT is a very robust solution for registration QA. It works extremely well. That is why we...
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We could use some better script processing during the registration process rather than feeding off...
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Experian Health is constantly working on their products. They have new things coming. We meet with...
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The vendor has spent a lot of time on the eCare NEXT redesign for our workflow. We have redesigned...
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Experian Health doesn't constantly remind us that there is a training module available, but if we...
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The product has speed issues. The page essentially doesn't load fast enough. Experian Health is...
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I still have some needs within the product in terms of workflow changes. The product works well for...
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eCare NEXT is low maintenance for us. The only thing we really have to do is ensure we have our...
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We have another platform where we can get back information just by the service type that we are...
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We have a daily dashboard that shows what is coming in the future. What I also like about the...
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There are things that the vendor is currently working on enhancing for the estimate piece. When we...
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We aren't happy with Experian Health. They charge for everything. The real-time eligibility tool is...
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When we have a payer that we check eligibility for, if they have claims that are suspended for...
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With eCare NEXT posting back so much information, sometimes things are still missed. The vendor...
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Everything in eCare NEXT integrates very well together. If we go out into the preregistration...
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Our organization is always looking for opportunities, and we are trying to work with Experian Health...
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Experian Health nickel-and-dimes for every little thing. It is like we order lasagna at a...
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Experian Health is very difficult to work with. Their invoices are a mess. They invoice everything...
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We have been doing automation around authorizations for years. That has been a work in progress. The...
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The technology tries its best to outsmart the payers or to at least keep up with what they are...
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Eligibility is an area that is top of mind for improvement. Most organizations have new billing...
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Experian Health's solution is not a cheap product. Their software is really geared toward larger...
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Experian Health seems like they have been caught by surprise in a number of patient access things...
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Experian Health has a lot of tools that are outside of what is captured in our practice management...
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The initial go-live went very poorly with Experian Health. We had a lot of problems getting all our...
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Experian Health uses the train-the-trainer model, which can be beneficial at times, but when we are...
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Part of the issue we run into with Experian Health is that they don’t necessarily have connections...
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As we are implementing tools, I think some of the project management is not stellar. There is not a...
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eCare NEXT was a massive failure. We implemented it, and then we stopped using it and had to turn it...
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Ideally, we want a product that is embedded in the EMR and puts the provider through that system....
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eCare NEXT is integrated with our EMR. As soon as we select an insurance company, the plan code...
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Experian Health is a partner. When we have issues, they are fairly responsive. I haven’t been...
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As we do registration, Experian Health looks at the information we have provided and searches for...
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We don’t have a lot of downtime, although a module in eCare NEXT was down recently. I don’t know...
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The big plus of the product is how integrated it is with our EMR and the various tools that we are...
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eCare NEXT is good if we are submitting a lot of authorizations and if staff members are spending a...
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I like eCare NEXT's ease of use for the end users. The product requires very little training. The...
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Experian Health’s staff members are great to work with. My representative is fantastic, not pushy,...
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eCare NEXT has address verification, but it doesn't always work exactly as the vendor says it will....
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eCare NEXT is a great product. If I were to go back in time and do everything over again, I would...
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Experian Health charges us for every little thing. We had contract issues that wouldn't have been a...
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At one point, we had one of the vendor's people come out and retrain us. That was fantastic.
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When we were trying to work something out with the vendor, our main point of contact got one of the...
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We are getting the things that we need from the solution, but one of the individuals at our...
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I would tell people who are considering the product to work with the vendor on some of the...
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Experian Health is getting better about being proactive. They are making great strides to improve....
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We don’t like the per-transaction charges in eCare NEXT. On the front side with eligibility, there...
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Experian Health was very accommodating with their training.
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The vendor hasn’t really had any new technology, and we have chosen not to implement the things that...
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There is just a lack of proactivity from the vendor’s technical teams, especially on the eCare NEXT...
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We have an okay relationship with Experian Health. The issue is just having fast enough turnaround...
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Experian Health’s best product is their claims scrubber. That is their sweet spot. They have...
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The vendor could do a better job of communicating with us and keeping us in the loop. Sometimes, the...
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If we open a support ticket to fix an issue, then the issue will get fixed, but it will break again...
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We tried to do prior authorizations in eCare NEXT. We did that for a whole year, and it didn't turn...
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We have the Power Reporting portal, and that is phenomenal. It kind of goes with the registration...
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We really like eCare NEXT. It reads our registration screens, so the information is real time. Once...
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The user workflow is very fluid. Once we learn it, we do the same process over and over. That makes...
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We have Experian Coverage Discovery. When it automatically launches inside of eCare Next, it is...
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We have had different account executives over the years, and our current person is very good. They...
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Experian Health could do better on implementations by texting internally first.
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I just love the functionality where we don’t have to log in to all of the websites individually so...
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We love the added verification piece in eCare NEXT for all of our psychiatric and self-pay patients...
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At the very beginning, we were dealing with all of our problems with patient transactions coming in...
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eCare NEXT is a great product when it is working the way that it is supposed to. It makes it easy to...
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I definitely prefer eCare NEXT over our previous patient access system. eCare NEXT is easier to...
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I would like to see a history of changes in eCare NEXT. Our previous system would show us a record...
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Some of the answers that Experian Health gives me for the support cases that I open with them are...
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The implementation for a certain piece of the product went very well. Experian Health let us pilot...
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We had some issues on the front end. There was a bit of back-and-forth as to whether the product was...
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Experian Health works really well with us when we make changes with our contract and things like...
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The product is pretty much straightforward insurance verification. There is no automated process...
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We are very satisfied with the product. We will move toward doing the back-end pieces because of how...
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The account manager who I deal with directly is a very nice person. They are easy to communicate...
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The only negative thing we have found with eCare NEXT is that it times out, or we have to play with...
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I just put in a new hire and set them up, and everything seemed fine. They still don’t have the...
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We want some of the certain particular information from the eligibility transactions in eCare NEXT...
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I would not recommend Experian Health to a friend, nor would I buy from them again. I would be...
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We have meetings with Experian Health ad nauseam, and we hold their feet to the fire. We have been...
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Experian Health could be more proactive and more of a partner. They could let us know what their...
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We would like Experian Health's system to integrate more into our EMR registration system.
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We would like the product to be more intuitive and to operate the way people think it should. Even...
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I have been on calls with Experian Health’s executives when there have been issues. I feel like we...
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We are highly satisfied with the real-time eligibility piece in eCare NEXT. Experian Health works...
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In terms of improvements for eCare NEXT, I would like to see more information from payers. We have...
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Testing eCare NEXT was rough. We had limitations on testing, so I wasn’t blown away by that. The...
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I work very closely with my Experian Health salesperson, and they are great at communicating. That...
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eCare NEXT offers us more automation, so more of our business lines are automated compared to what...
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eCare NEXT is extremely user friendly. The system knows exactly what is wrong with an insurance...
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From a leadership perspective, the reports that eCare NEXT offers are out of this world. We can very...
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Right out of the gate, the level of support that we have gotten from Experian Health has been so...
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We really like eCare NEXT. Information is easily seen with the color codes. With the insurance...
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Our biggest problem with eCare NEXT is that there isn't a test system to work in when there are...
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Experian Health has an online specification for training. The vendor is pretty good at training.
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I have been working with the system for years, and the vendor has been great at trying to make me...
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Years ago, there was a security issue that affected Experian Health's system. For a while after...
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