Cybersecurity Is Critical in Today's Environment
eCare NEXT
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Subject Expert
Dustin Cragun
Research Director
Commentary Summary
User Commentary
Director
We have been doing automation around authorizations for years. That has been a work in progress. The...
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Director
The technology tries its best to outsmart the payers or to at least keep up with what they are...
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Director
Eligibility is an area that is top of mind for improvement. Most organizations have new billing...
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Director
Experian Health's solution is not a cheap product. Their software is really geared toward larger...
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Director
Experian Health seems like they have been caught by surprise in a number of patient access things...
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Director
Experian Health has a lot of tools that are outside of what is captured in our practice management...
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Director
The initial go-live went very poorly with Experian Health. We had a lot of problems getting all our...
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Manager
Experian Health uses the train-the-trainer model, which can be beneficial at times, but when we are...
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Manager
Part of the issue we run into with Experian Health is that they don’t necessarily have connections...
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Manager
As we are implementing tools, I think some of the project management is not stellar. There is not a...
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Director
eCare NEXT was a massive failure. We implemented it, and then we stopped using it and had to turn it...
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Director
Ideally, we want a product that is embedded in the EMR and puts the provider through that system....
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VP/Other Executive
eCare NEXT is integrated with our EMR. As soon as we select an insurance company, the plan code...
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VP/Other Executive
Experian Health is a partner. When we have issues, they are fairly responsive. I haven’t been...
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VP/Other Executive
As we do registration, Experian Health looks at the information we have provided and searches for...
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VP/Other Executive
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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VP/Other Executive
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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Director
eCare NEXT is good if we are submitting a lot of authorizations and if staff members are spending a...
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Manager
I like eCare NEXT's ease of use for the end users. The product requires very little training. The...
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Manager
Experian Health’s staff members are great to work with. My representative is fantastic, not pushy,...
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Manager
eCare NEXT has address verification, but it doesn't always work exactly as the vendor says it will....
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Director
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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Director
Experian Health charges us for every little thing. We had contract issues that wouldn't have been a...
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Director
At one point, we had one of the vendor's people come out and retrain us. That was fantastic.
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Director
When we were trying to work something out with the vendor, our main point of contact got one of the...
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Director
We are getting the things that we need from the solution, but one of the individuals at our...
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Director
I would tell people who are considering the product to work with the vendor on some of the...
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Analyst/Coordinator
Experian Health is getting better about being proactive. They are making great strides to improve....
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Analyst/Coordinator
We don’t like the per-transaction charges in eCare NEXT. On the front side with eligibility, there...
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Analyst/Coordinator
Experian Health was very accommodating with their training.
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Analyst/Coordinator
The vendor hasn’t really had any new technology, and we have chosen not to implement the things that...
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Analyst/Coordinator
There is just a lack of proactivity from the vendor’s technical teams, especially on the eCare NEXT...
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VP/Other Executive
We have an okay relationship with Experian Health. The issue is just having fast enough turnaround...
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VP/Other Executive
Experian Health’s best product is their claims scrubber. That is their sweet spot. They have...
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Analyst/Coordinator
The vendor could do a better job of communicating with us and keeping us in the loop. Sometimes, the...
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Analyst/Coordinator
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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Director
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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Director
We have the Power Reporting portal, and that is phenomenal. It kind of goes with the registration...
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Director
We really like eCare NEXT. It reads our registration screens, so the information is real time. Once...
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Director
The user workflow is very fluid. Once we learn it, we do the same process over and over. That makes...
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Director
We have Experian Coverage Discovery. When it automatically launches inside of eCare Next, it is...
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Director
We have had different account executives over the years, and our current person is very good. They...
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VP/Other Executive
Experian Health could do better on implementations by texting internally first.
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Manager
I just love the functionality where we don’t have to log in to all of the websites individually so...
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Manager
We love the added verification piece in eCare NEXT for all of our psychiatric and self-pay patients...
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Manager
At the very beginning, we were dealing with all of our problems with patient transactions coming in...
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Analyst/Coordinator
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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Analyst/Coordinator
I definitely prefer eCare NEXT over our previous patient access system. eCare NEXT is easier to...
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Analyst/Coordinator
I would like to see a history of changes in eCare NEXT. Our previous system would show us a record...
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Analyst/Coordinator
Some of the answers that Experian Health gives me for the support cases that I open with them are...
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Manager
The implementation for a certain piece of the product went very well. Experian Health let us pilot...
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Manager
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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Manager
Experian Health works really well with us when we make changes with our contract and things like...
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Manager
The product is pretty much straightforward insurance verification. There is no automated process...
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Manager
We are very satisfied with the product. We will move toward doing the back-end pieces because of how...
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Analyst/Coordinator
The account manager who I deal with directly is a very nice person. They are easy to communicate...
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Manager
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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Manager
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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Manager
We want some of the certain particular information from the eligibility transactions in eCare NEXT...
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Director
I would not recommend Experian Health to a friend, nor would I buy from them again. I would be...
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Director
We have meetings with Experian Health ad nauseam, and we hold their feet to the fire. We have been...
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Director
Experian Health could be more proactive and more of a partner. They could let us know what their...
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Director
We would like Experian Health's system to integrate more into our EMR registration system.
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Director
We would like the product to be more intuitive and to operate the way people think it should. Even...
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Director
I have been on calls with Experian Health’s executives when there have been issues. I feel like we...
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Analyst/Coordinator
We are highly satisfied with the real-time eligibility piece in eCare NEXT. Experian Health works...
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Analyst/Coordinator
In terms of improvements for eCare NEXT, I would like to see more information from payers. We have...
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Director
Testing eCare NEXT was rough. We had limitations on testing, so I wasn’t blown away by that. The...
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Director
I work very closely with my Experian Health salesperson, and they are great at communicating. That...
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Manager
eCare NEXT offers us more automation, so more of our business lines are automated compared to what...
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Manager
eCare NEXT is extremely user friendly. The system knows exactly what is wrong with an insurance...
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Manager
From a leadership perspective, the reports that eCare NEXT offers are out of this world. We can very...
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Manager
Right out of the gate, the level of support that we have gotten from Experian Health has been so...
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Analyst/Coordinator
We really like eCare NEXT. Information is easily seen with the color codes. With the insurance...
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Analyst/Coordinator
Our biggest problem with eCare NEXT is that there isn't a test system to work in when there are...
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Analyst/Coordinator
Experian Health has an online specification for training. The vendor is pretty good at training.
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Analyst/Coordinator
I have been working with the system for years, and the vendor has been great at trying to make me...
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Analyst/Coordinator
Years ago, there was a security issue that affected Experian Health's system. For a while after...
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Manager
I wish we had our old product back. Once our organization was acquired by another health system, a...
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Director
Because we must have executive involvement from Experian Health, the executive involvement is pretty...
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Director
Experian Health says that they can do a lot of things. The people talk to the executives, who say...
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Director
I don't think that Experian Health's support is good. The support people usually take a lot longer...
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Director
Experian Health has good responses. The vendor has a lot of insurance plans that we can get...
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Director
Experian Health needs to be more open when they are selling a product. They should make sure that...
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Director
One of our biggest struggles is timeline management for projects. Insurance is constantly changing,...
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Director
Experian Health works with us to identify top hits or information that is missing from our...
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Director
We have upped our meetings with Experian Health, so we meet regularly. It was up to us to conquer a...
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Analyst/Coordinator
From a front-end perspective, eCare NEXT is fantastic. The vendor has a great project implementation...
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Analyst/Coordinator
From a registration perspective, eCare NEXT is pretty integrated. The product literally sits in our...
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Director
The integration between the Experian Health system and our EMR has grown, and the vendors have built...
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Director
Experian Health does insurance verification very well. They have a very good process for...
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Director
We are meeting regularly with an executive team from Experian Health. We had to advocate for that....
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Director
Experian Health has volume-based transactions. We are probably going back to the vendor and saying...
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Director
eCare NEXT is seamless. It is all integrated.
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Director
The vendor keeps trying to sell us authorization things. Everyone is trying to sell authorization...
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Director
We are using eCare NEXT because we were told that it had the slickest interface with our other...
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Director
eCare NEXT is great with eligibility. Experian Health has had an awful lot of work on service...
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VP/Other Executive
I have had a lot of history with Experian Health. They make me very mad some days, and they don't...
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Director
We are just discovering that Experian Health maybe has some training tools that we are interested in...
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Director
We are not doing prior authorizations with Experian Health. We found very little success in that...
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Director
It is somewhat difficult to automate registration. Automatic planning creation and eligibility just...
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Director
If something doesn't look right, we open a ticket, and the support people fix the issue. We have...
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Manager
eCare NEXT integrates very well with our EMR. We haven't had many issues with that integration. When...
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Manager
Experian Health does charge us, but I haven't heard a lot of complaints about that. That tells me...
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Manager
The vendor's training didn't go as well as we had hoped with everything being virtual. The virtual...
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VP/Other Executive
Experian Health is a fantastic partner for us in the revenue cycle space. Their data is saving us...
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VP/Other Executive
I could call Experian Health at any minute and have executive involvement if I wanted it. We have an...
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Manager
There are pieces of the system that I don't find as robust as other pieces, but the vendor does a...
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Manager
The vendor is a big ship, so it takes a while to get things done. A lot depends on having a good...
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Manager
We tried doing automated authorization with the vendor, but that failed miserably. I haven't found...
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Director
Experian Health is not as quick to handle support cases as other vendors we work with. The project...
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Director
Experian Health's training was okay. It wasn't great but it also wasn't terrible. We have frequent...
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Director
Things have been slow. We were pleased with our other system, and we tried to duplicate what we had,...
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Director
For estimations, we finally have the piece for registration quality assurance calculating correctly...
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Director
After a long time, we have made a lot of headway, and some things have changed. But Experian Health...
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Director
We have had a ticket to fix one little report for a long time. I want one adjustment that could give...
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CFO
I was extremely pleased with our project manager from Experian Health. That person was our eyes and...
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CFO
We have been going after point-of-service collections with the vendor, and we have seen significant...
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CFO
Our team went through a lot of processes and improvements and Experian Health performed better than...
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Director
I am still having a great experience. We built edits for registration quality assurance (RQA), and...
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Director
The thing that is missing is the ability to process payments in a seamless way via the system and...
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Director
We have calls with the vendor every so often just to go over anything that comes up. We can call...
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Director
The vendor is available. We can call them, and they will get back to us. They let us do things on...
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Director
We meet with the vendor more often than we need to. We have a call representative who is always...
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Director
We would absolutely buy this solution again. The vendor is amazing. Losing this solution would be...
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Director
I love the solution's Power Reporting Portal. We can basically run any kind of report that we need...
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Director
eCare NEXT is a pretty stable product. When we are checking eligibility, the system has to be up and...
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Director
There aren't really upgrades or things we have to change in eCare NEXT. The implementation was...
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Director
eCare NEXT is very easy to use, integrates with our EMR quite well, and makes things seamless for...
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Director
We have been able to implement the ability to map eligibility responses to payers in eCare NEXT....
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Director
In terms of the vendor's communication related to downtime, there is a portal that we can use to...
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Director
eCare NEXT is critical from a denials-prevention strategy. If we can't validate the benefits and...
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Director
We tried to set up pre-authorization and certification in the system. That doesn't work as well...
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Director
Sometimes, giving people the ability to customize things can cause issues. Then some people see...
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Director
I hope that this solution is not a part of our long-term plans, but it probably is. I want to find...
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Director
It is harder to find benefit information in this system than it was in the vendor's old system. We...
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Director
One of our other vendors built a partnership with Experian Health to create an integrated solution....
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Director
During our implementation, we had someone supporting us, even at 2 a.m. I can't really complain...
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Director
I keep asking the vendor about things that I should be able to do in the system, but they keep...
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Manager
Experian Health does service recovery. If we bring anything to the vendor's attention that they have...
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Manager
Experian Health doesn't have any training that we have used. We have to put certain things together...
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Manager
The solution works most of the time. There are some recurring issues that need to be worked out. We...
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Manager
Experian Health updates us when things are happening. But the company is growing, and they aren't...
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VP/Other Executive
We don't really use the user interface in eCare NEXT. Most of the interface is integrated with...
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VP/Other Executive
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
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
Experian Health's support is strong. I don't hear much from their executives. During COVID-19, I...
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Analyst/Coordinator
Experian Health has a coverage manager that scrubs on the front end and checks all the major payers,...
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Analyst/Coordinator
There are a few categories that factor into why Experian Health misses some insurance on the front...
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Analyst/Coordinator
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
I didn’t see any interruptions with eCare NEXT through COVID-19. We were still getting daily work...
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Director
We have had some struggles with Experian Health, but we do use the eCare NEXT registration piece....
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Director
We did a reboot on some of our reporting with the vendor, and we were very disgruntled with them....
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Director
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
For integration with the system, Experian Health does well because we pull insurance information,...
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Director
I hope that my satisfaction with Experian Health will go up over the next 12 months, and I have...
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