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eCare NEXT Commentary
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Dustin Cragun
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User Commentary

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Director

Relationship, Operations

Experian Health sends out notifications about everything when it comes to what they are doing to the...

Oct 2023
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Director

Culture, Loyalty, Relationship, Product

The system works as intended. I have used the system for years, and I have always been an advocate...

Oct 2023
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Director

Relationship

Experian Health works with us to build out everything that we want to integrate into the solution....

Oct 2023
||
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Director

Relationship

Experian Health's support has taken a little dip. A lot of my concerns and issues with the system...

Oct 2023
||
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Director

Product

With eCare NEXT, there are no interruptions to our processes. We basically attach and map things to...

Oct 2023
||
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Director

Relationship

An opportunity the vendor has is that eCare NEXT doesn't identify out-of-network products when it...

Oct 2023
||
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Director

Relationship

We have never had any problems with eCare NEXT's phone and web support. Once we submit something to...

Oct 2023
||
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Director

Relationship, Product

We recommend the system often, especially when people tell us about challenges they are having in...

Oct 2023
||
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Director

Product

We are able to continually improve the system when we see opportunities in the platform. For...

Oct 2023
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Director

Product

The only problem we have with the system is on our side. The people running the system aren't...

Oct 2023
||
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Director

Operations

We just went through an implementation with the vendor, and it was horrible. It took way longer than...

Oct 2023
||
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Director

Loyalty

eCare NEXT isn't part of our long-term plans. We are condensing down to one vendor's systems, and we...

Oct 2023
||
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Director

Relationship, Operations

Experian Health has kept all of their promises. If they don't keep their promises, then they will...

Oct 2023
||
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Director

Operations

Experian Health provided us with training videos, tip sheets, job aids, and things like that. Other...

Oct 2023
||
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Director

Relationship

In terms of integration, Experian Health was very receptive. They realized how things were connected....

Oct 2023
||
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Manager

Product

eCare NEXT is very user friendly, and while our clinics are not impressed with the product, we have...

Sep 2023
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Manager

Culture, Product

I would tell any hospital or clinic-based facility looking at eCare NEXT to make sure that the...

Sep 2023
||
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Director

Product

My front-end users who actually use eCare NEXT for every encounter say that when the product works,...

Sep 2023
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Director

Product, Value

Not all our charges are in eCare NEXT to where we can run the estimates, and we wish that was...

Sep 2023
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Manager

Relationship, Operations

My favorite things about the vendor are their engagement and ongoing support. Their training is also...

Sep 2023
||
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Manager

Loyalty, Relationship, Product

The vendor's scorecard for estimations needs work. Experian Health is actively working on it, and...

Sep 2023
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Analyst/Coordinator

Product

I like the fact that eCare NEXT brings back exactly what the patient has, including when the...

Aug 2023
||
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Analyst/Coordinator

Culture, Relationship, Product

I wish that we could pull in some policy numbers, but that is not up to Experian Health; that is...

Aug 2023
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Analyst/Coordinator

Relationship

Experian Health has been very helpful with mapping insurances to where we are able to verify them. I...

Aug 2023
||
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Analyst/Coordinator

Operations

For the eligibility piece of the product, Experian Health had a two-hour training, and that was a...

Aug 2023
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Analyst/Coordinator

Relationship

The vendor's responsiveness to our tickets could be a bit better. I can only give them so much...

Aug 2023
||
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Analyst/Coordinator

Relationship

Experian Health is super friendly, and they are definitely willing to help in any way they can. If...

Aug 2023
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Manager

Culture

When our organization first started negotiating services, we were trying to add additional tasks to...

Jun 2023
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Manager

Relationship

Experian Health really worked with us on an integration with an internal solution. That may be the...

Jun 2023
||
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Manager

Relationship

Our provider relations representative is very involved. If things are not going the way we want them...

Jun 2023
||
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Manager

Loyalty, Relationship

Experian Health's CEO has been pretty open about how they know they have server issues and timeouts....

Jun 2023
||
(0)
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Manager

Relationship, Operations

Experian Health tries to staff their teams with people who have been in operations so that they have...

Jun 2023
||
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Manager

Loyalty

We have eCare NEXT's Touchless Processing. That is an automated patient estimate tool. The touchless...

Jun 2023
||
(0)
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Manager

Culture, Value

We have continued to get several optimizations for eCare NEXT at no cost. The vendor has spent time...

Jun 2023
||
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Manager

Operations

Several of Experian Health's solutions can't be tested in a test environment. When we train users,...

Jun 2023
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Manager

Loyalty, Product

There is a lot of work going on between Experian Health and Cerner to provide better integration...

Jun 2023
||
(0)
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Analyst/Coordinator

Loyalty, Product

We have recently converted our hospital information systems, and we now use another vendor’s product...

May 2023
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(0)
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Analyst/Coordinator

Product

We have always been happy with eCare NEXT; it is reliable and easy to use. The format of the screens...

May 2023
||
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Analyst/Coordinator

Relationship

Experian Health's customer service is not what it used to be. They have made lots of changes, and it...

May 2023
||
(0)
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Director

Operations

Experian Health’s training is getting much better. I had to raise the flag on the vendor, but the...

May 2023
||
(0)
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Director

Relationship

Experian Health is consistently trying to meet new payer guidelines and help customers.

May 2023
||
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Director

Relationship

Experian Health is pretty quick to alert us when something is not working, and they get to work on...

May 2023
||
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Director

Loyalty, Relationship

We are replacing eCare NEXT because we have had a relationship with Experian Health for so long, but...

Apr 2023
||
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Director

Relationship

We have access to the Experian Health portal, so if something is going wrong with eCare NEXT, I can...

Apr 2023
||
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Director

Relationship

I like eCare NEXT a lot. I have a team who is very in tune with the solution. They have lifted up...

Apr 2023
||
(0)
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Analyst/Coordinator

Product

The majority of our issues with eCare NEXT are things dealing with processing and reporting. We have...

Apr 2023
||
(0)
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Analyst/Coordinator

Product

eCare NEXT’s Registration QA is a really good tool. We can do a lot with it to accommodate our...

Apr 2023
||
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Analyst/Coordinator

Operations

There isn’t a lot of ongoing training for eCare NEXT. Any additions to the product are usually...

Apr 2023
||
(0)
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Analyst/Coordinator

Relationship

Experian Health’s support team has gotten better. We have regular calls now, so our current state is...

Apr 2023
||
(0)
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Director

Relationship, Relationship

The community portal is not very user friendly. A couple of years ago, we could email tickets very...

Apr 2023
||
(0)
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Director

Product, Product, Value, Value

eCare NEXT has driven so many workflow changes and improvements at our organization. It is easy for...

Apr 2023
||
(0)
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Manager

Product

I like eCare NEXT. I like the eligibility responses, and end users don't have any problems getting...

Apr 2023
||
(0)
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Manager

Relationship, Operations

Experian Health does regular updates, but they don't tell us what they are updating. I have to pay...

Apr 2023
||
(0)
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Manager

Product

We wanted to automate the authorization piece of eCare NEXT, and that did not work. We still have to...

Apr 2023
||
(0)
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Manager

Relationship

Because we are contracted with another company, we have to create a service request with the other...

Apr 2023
||
(0)
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Manager

Relationship

I get emails when Experian Health knows there is a problem with a payer, and that is good.

Apr 2023
||
(0)
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Manager

Product

Some of our people don't like eCare NEXT. They say the eligibility piece is bad, and they say they...

Apr 2023
||
(0)
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Manager

Relationship

Experian Health can improve their timeliness in working tickets, especially when it comes to...

Apr 2023
||
(0)
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Manager

Operations

We did the eCare NEXT implementation during the COVID-19 pandemic, so everything was done online via...

Apr 2023
||
(0)
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Manager

Operations

There is no real training for eCare NEXT. The training the users received was a recording with...

Apr 2023
||
(0)
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Analyst/Coordinator

Loyalty, Product

There are many payers we can verify, and the vendor continues to add more. The functionality of the...

Apr 2023
||
(0)
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Analyst/Coordinator

Culture

We would like to see Experian Health continue to add payers. The vendor could have the payers be...

Apr 2023
||
(0)
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Director

Culture, Relationship

We never have any issues with Experian Health. They have great customer service. They are innovative...

Apr 2023
||
(0)
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Analyst/Coordinator

Relationship

Experian Health has very good customer service, and we can get to any level of support that we need.

Apr 2023
||
(0)
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Director

Operations

The thing that impressed us right away with eCare NEXT was the customization of the pricing...

Mar 2023
||
(0)
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Director

Loyalty, Product

Some areas that could use some improvement in eCare NEXT are in the new version. We are struggling...

Mar 2023
||
(0)
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Director

Value

We would like to see the integration of the product without an enormous expense. The biggest problem...

Mar 2023
||
(0)
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Director

Operations

If we were going in blank as a patient access director or just now bringing on Experian Health's...

Mar 2023
||
(0)
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Director

Operations

The initial training from the vendor was good. They don’t have training folks, or if they do, then...

Mar 2023
||
(0)
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Director

Relationship

The vendor is very proactive. COVID-19 set everybody back in terms of support and proactively...

Mar 2023
||
(0)
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Manager

Relationship

Sometimes the vendor takes longer than expected to follow through on promises or handle resolutions.

Mar 2023
||
(0)
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Manager

Relationship

For any service-related issues, the vendor pushes us not to do phone calls and instead wants us to...

Mar 2023
||
(0)
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Manager

Product

I like the convenience of having the patient eligibility and insurance information automatically...

Mar 2023
||
(0)
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Manager

Product

There have been quite a lot of times when the system shows a patient as active, but when we go to...

Mar 2023
||
(0)
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Director

Loyalty

We like how eCare NEXT has different products that we can build on. We have been able to add other...

Mar 2023
||
(0)
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Director

Relationship

Experian Health is constantly growing and improving. They work with their clients, and they listen...

Mar 2023
||
(0)
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Director

Operations

Experian Health has done very well in their implementation projects compared to a lot of other...

Mar 2023
||
(0)
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Director

Operations

Experian Health does a really good job with training, and they stay engaged and help keep us...

Mar 2023
||
(0)
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Director

Operations

There could be some improvement with Experian Health forcing our hand to remember about training....

Mar 2023
||
(0)
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Director

Product

eCare NEXT is very easy, functional, and pleasing to the eye. It is also not clunky. If our product...

Mar 2023
||
(0)
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Director

Relationship

Experian Health really does have good integration on their side. They have a lot of knowledgeable...

Mar 2023
||
(0)
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Director

Relationship

Experian Health has many different avenues to keep us informed, and we get to choose those avenues...

Mar 2023
||
(0)
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Director

Culture

Our pain points with Experian Health are around supporting the level of diversity in our health...

Feb 2023
||
(0)
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Analyst/Coordinator

Product

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

Jan 2023
||
(0)
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Manager

Operations

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

Jan 2023
||
(0)
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Manager

Product

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

Jan 2023
||
(0)
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Manager

Product

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

Jan 2023
||
(0)
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Manager

Relationship

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

Jan 2023
||
(0)
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Manager

Relationship, Operations

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

Jan 2023
||
(0)
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Manager

Relationship

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

Jan 2023
||
(0)
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Manager

Relationship, Product

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

Jan 2023
||
(0)
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Analyst/Coordinator

Relationship

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

Jan 2023
||
(0)
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Director

Operations, Product

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

Jan 2023
||
(0)
 Thank you  Helpful

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Director

Loyalty

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

Jan 2023
||
(0)
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Director

Relationship

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

Jan 2023
||
(0)
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Director

Culture, Relationship

If I had to choose, I would buy eCare NEXT again. I have seen many vendor demos, and Experian...

Jan 2023
||
(0)
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Manager

Relationship

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

Jan 2023
||
(0)
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Manager

Product

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

Jan 2023
||
(0)
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Manager

Relationship

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

Jan 2023
||
(0)
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Manager

Product, Value

There have been quite a few issues lately, especially around outages. At one point, we were...

Jan 2023
||
(0)
 Thank you  Helpful

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Manager

Value

Experian Health does have new technology, but the prices are always through the roof.

Jan 2023
||
(0)
 Thank you  Helpful

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Director

Culture

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

Jan 2023
||
(0)
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Director

Relationship

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

Jan 2023
||
(0)
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Director

Loyalty, Value

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

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Relationship

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

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product, Value

The biggest tangible outcomes with Experian Health that we get are eligibility and denials for...

Jan 2023
||
(0)
 Thank you  Helpful

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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
||
(0)
 Thank you  Helpful

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Director

Loyalty, Relationship

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

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty

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

Jan 2023
||
(0)
 Thank you  Helpful

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Manager

Relationship, Product

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

Jan 2023
||
(0)
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Manager

Product

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

Jan 2023
||
(0)
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Manager

Relationship, Product

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

Jan 2023
||
(0)
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Manager

Culture, Operations

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

Jan 2023
||
(0)
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Manager

Relationship, Operations, Product

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

Jan 2023
||
(0)
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Manager

Operations

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

Jan 2023
||
(0)
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CEO/President

Relationship, Product

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

Dec 2022
||
(0)
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Manager

Loyalty, Product

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

Dec 2022
||
(0)
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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
||
(0)
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Manager

Product

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

Dec 2022
||
(0)
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Manager

Relationship

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

Dec 2022
||
(0)
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 or  to see details.

Manager

Culture, Loyalty, Product

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

Dec 2022
||
(0)
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Manager

Relationship, Operations, Product

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

Dec 2022
||
(0)
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Manager

Loyalty, Value

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

Dec 2022
||
(0)
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#IUseKLASBecause - Marty Paslick
21 February 17    |   Marty Paslick
Care begins when a patient enters the doors of an HCA (Hospital Corporation of America) facility, and often the first interaction in a patient’s journey happens during registration
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Patient Access 2021
09 December 21    |   Alex McIntosh and Dustin Cragun
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.



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