eCare NEXT
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Dustin Cragun
Research Director
KLAS Research Director - Dustin Cragun
 
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User Commentary

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Analyst/Coordinator

Functionality and Upgrades

eCare NEXT’s patient estimator works well. The original setup went well, and since then, that piece...

Jan 2023
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Manager

Implementation and Training

Experian Health has training videos for every topic we can imagine.

Jan 2023
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Manager

Functionality and Upgrades

eCare NEXT is easy to use, and it automatically launches. Whenever a new user is learning the...

Jan 2023
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Manager

Interfacing and Integration

Experian Health has done well at integrating the system into our EMR.

Jan 2023
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Manager

Service and Support

We get emails and notifications from Experian Health when the system is down. There is also a...

Jan 2023
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Manager

Relationship

Anytime there is a new class or meeting that Experian Health is going to ship, my contact always...

Jan 2023
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Manager

Service and Support

Experian Health explains their products well, and when they work with our IT team, our team...

Jan 2023
||
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Manager

Service and Support

We had some issues with how some of the reporting was done, and Experian Health addressed those and...

Jan 2023
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Analyst/Coordinator

Service and Support

It is easy to put in a ticket, but then when we get responses from the vendor, sometimes we feel...

Jan 2023
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Director

Functionality and Upgrades

We had some issues with our latest implementation, and it took longer than expected, but that went...

Jan 2023
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Director

Relationship

Experian Health promoted exactly what we received. The authorization piece is nice because it saves...

Jan 2023
||
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Director

Service and Support

Experian Health’s support team gets back to us very quickly. They are as responsive as they can be,...

Jan 2023
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Manager

Technology

We had a list that Experian Health shared with us saying that there were some outages on particular...

Jan 2023
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Manager

Functionality and Upgrades

When the solution is working, it is a great product because we do have the feature where we register...

Jan 2023
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Manager

Service and Support

We have had issues getting tickets completed and tracking and logging those issues. With support, we...

Jan 2023
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Director

Sales and Contracting

The biggest pain points have been with invoicing and being nickel-and-dimed by Experian Health. We...

Jan 2023
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Director

Functionality and Upgrades

We have a decent volume that we rely on eCare NEXT to do, such as eligibility transactions for...

Jan 2023
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Director

Technology

In the past, we have gone to market, seen what other products are available, and gotten quotes from...

Jan 2023
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Director

Relationship

If I were talking to a friend about Experian Health, I would tell them that Experian Health gives us...

Jan 2023
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Director

Relationship

Our time with Experian Health has been one of the best working relationships I have had in my...

Jan 2023
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Director

Future Outlook

We have fantastic support from Experian Health, and we are looking forward to working with them more...

Jan 2023
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Director

Functionality and Upgrades

Our organization has been happy with Experian Health. Due to the size of the company, developments...

Jan 2023
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Manager

Service and Support

Experian Health has a Salesforce portal, which allows us to open cases for all of their products, so...

Jan 2023
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Manager

Interfacing and Integration

I would like to see eCare NEXT be more real time. Right now, it is working as a screen scraper. I...

Jan 2023
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Manager

Service and Support

eCare NEXT has updates, but I don't get the notifications like I do with a different product from...

Jan 2023
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Manager

Implementation and Training

We are working to transition some of our staff members from one version of the product to another...

Jan 2023
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Manager

Technology

There is a lot of downtime in eCare NEXT, and there is a lot of lagging. I know sometimes it is the...

Jan 2023
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Manager

Functionality and Upgrades

The software is fairly easy to use. The training that we have for it is minimal because it is quite...

Jan 2023
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CEO/President

Functionality and Upgrades

Based on my experience and the experiences of others that have voiced concerns to me, there are a...

Dec 2022
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Manager

Other Observations & Comments

We have been trying to get Experian Health’s new version of eCare NEXT for a while now, but the...

Dec 2022
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Manager

Relationship

The few people from Experian Health that we work with are great, but they are at a lower level, so...

Dec 2022
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Manager

Functionality and Upgrades

eCare NEXT is really user friendly, especially the version we are using.

Dec 2022
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Manager

Service and Support

We have to escalate everything just to get things done, and we should not have to do that. Experian...

Dec 2022
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Manager

Functionality and Upgrades

We are trying a new version of eCare NEXT at one of our sites, and there are still problems with it....

Dec 2022
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Manager

Relationship

We would like more notice on global issues. Experian Health has improved a little, but we seem to...

Dec 2022
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Manager

Functionality and Upgrades

We want things to get better because eCare NEXT is a valuable tool. We like the product and what it...

Dec 2022
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Manager

Interfacing and Integration

Our biggest challenge is integration with our EMR. We wanted to get a module through Experian Health...

Nov 2022
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Manager

Functionality and Upgrades

eCare NEXT’s eligibility information is what we love. With the way it brings in automated checks for...

Nov 2022
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Manager

ROI / Cost

Experian Health breaks down their services into different fee structures depending on what the...

Nov 2022
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Manager

Other Observations & Comments

I am pretty darn happy with Experian Health, but I don't think they rerelease trainings. The initial...

Nov 2022
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Manager

Relationship

When I have asked to speak with people, I have been able to escalate, and the people we work with...

Nov 2022
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Director

Relationship

Experian Health is unique not only because they are always offering new products but also because...

Oct 2022
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Director

Relationship

Experian Health is amazing at being proactive with us because they listen to their clients. Experian...

Oct 2022
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Director

Service and Support

My favorite part about the product is that I can talk to somebody else from a different organization...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

We would buy portions of eCare NEXT again, and there are portions we would not buy again. Some...

Oct 2022
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VP/Other Executive

ROI / Cost

Experian Health does not bundle things; they pretty much charge for everything transactionally.

Oct 2022
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VP/Other Executive

Service and Support

The availability of Experian Health's implementation people could be improved. Those people are just...

Oct 2022
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Director

Other Observations & Comments

With some upgrades, we have had issues with the overlay with our EHR. Our issues have been on our...

Oct 2022
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Director

Implementation and Training

Experian Health is always willing to train us and set up one-on-one classes with our organization....

Oct 2022
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Director

Relationship

Our organization is really fortunate to have an assigned collections optimization consultant. That...

Oct 2022
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Manager

Relationship

The integration issues that we have had have been because of our EMR and not because of eCare NEXT....

Oct 2022
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Manager

Functionality and Upgrades

The product is straightforward and easy to understand. It has all of the tools that we need. We...

Oct 2022
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Manager

Future Outlook

We are expanding our use of Experian Health's products.

Oct 2022
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Manager

Relationship

Experian Health is good at training, but their clients have to know to ask for that training. The...

Oct 2022
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Manager

Relationship

The vendor has been proactive with their upgrades. At one point, we were going to upgrade a tool,...

Oct 2022
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Manager

Relationship

We meet with the vendor regularly. When we do optimizations, the vendor meets with us until we don't...

Oct 2022
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Director

Interfacing and Integration

eCare NEXT does not integrate with our current billing system. eCare NEXT is not designed to work...

Oct 2022
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Director

Functionality and Upgrades

eCare NEXT can be used by anyone; it is pretty straightforward. We do not have any plans to get rid...

Oct 2022
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Director

Sales and Contracting

We are never upset when we reach out to Experian Health’s support team. They call to inform us when...

Oct 2022
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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

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

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

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

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

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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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

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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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
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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

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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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

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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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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VP/Other Executive

ROI / Cost

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
||
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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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Manager

Functionality and Upgrades

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

May 2022
||
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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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Manager

Implementation and Training

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

May 2022
||
(0)
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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
||
(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
||
(0)
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 or  to see details.

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
||
(0)
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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
||
(0)
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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
||
(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
||
(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
||
(0)
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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
||
(0)
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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
||
(0)
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Analyst/Coordinator

ROI / Cost

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

Mar 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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Manager

Interfacing and Integration

Our integration with the vendor was good.

Mar 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

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

Mar 2022
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

Director

Sales and Contracting

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

Feb 2022
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Feb 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Feb 2022
||
(0)
 Thank you  Helpful

 or  to see details.

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Performance
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Patient Access 2021
Due to the ever-increasing complexity of revenue cycle management, organizations have historically had to supplement patient access functionality from their enterprise EMR vendor with third-party revenue cycle vendors. But with the push toward software consolidation, organizations would like their enterprise EMR vendors to further develop patient access capabilities and better meet customers’ growing needs. This report examines the patient access offerings of enterprise EMR vendors † Cerner, Epic, and MEDITECH and shares customers’ perception of how well positioned these vendors are to deliver functionality currently provided by third parties. To view performance data for third-party vendors, click here . † KLAS was unable to interview a sufficient number of Sunrise Financial Manager customers to include data for Allscripts’ patient access offering. What Is Patient Access? For the purposes of this report, patient access functionality includes address verification, cost estimates, coverage discovery, eligibility verification, medical necessity, prior authorizations, propensity to pay, registration QA, and scheduling. KLAS acknowledges this functionality is closely related to other areas like patient experience improvement, patient financial engagement, and patient intake management. To access data about these additional areas, view the relevant market segments on the KLAS website.