CareProminence Commentary
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Subject Expert
Bradley Hunter
VP VBC, Payer, and Core Solutions
Commentary Summary
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User Commentary
Operations
MHK has poor training documentation, and it is like pulling teeth to get instructions and even the...
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Product
CareProminence’s grievance and appeals modules generally work as advertised. The clinical...
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Product
We had a pretty bad experience taking a CareProminence upgrade a couple of years ago. We didn't turn...
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Loyalty, Relationship, Product
There are some things on the MHK road map, but at this point, we don't know how far out those are or...
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Operations, Product
The ease of use of CareProminence depends on who is asked and on the day. The newer users feel more...
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Relationship
We can get a ticket assigned 24/7 with MHK, but the vendor has to adhere to their SLAs for certain...
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Relationship
MHK's team is not reliable in day-to-day administration. We go through delays quite a bit, and...
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Relationship, Product
MHK is a well-intentioned company, and they do have their eye on compliance. They have sent some...
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Product
Interoperability has been a challenge since we implemented CareProminence, and that has not...
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Loyalty, Relationship
In terms of keeping all their promises, MHK follows through. We do talk with their executives, so it...
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Product
CareProminence's biggest strength is its ease of use. Two capabilities stand out. Number one is the...
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Loyalty, Operations, Product
I would suggest MHK improve the increased reporting in CareProminence. I know they are working on...
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Product, Value
CareProminence is at the top of the chart for driving tangible outcomes. We are really focused on...
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Loyalty
CareProminence is part of our long-term plans. Fundamentally, it is a cornerstone to us. We use all...
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Relationship, Product
We submit a ticket, and then MHK fixes CareProminence. They do monitor it. Also, to support our...
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Culture, Value
MHK keeps all their promises half the time. There are a few modules that were never implemented that...
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Operations
We were provided a live training from MHK, but we didn't get any training materials, so we had to...
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Loyalty, Operations
We had some challenges with upgrades, and some of the original implementation went very well. But we...
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Relationship
We have regular meetings with our business relationship manager, and that is where we are struggling...
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Loyalty, Relationship
We can't achieve the vision that we originally had for implementing CareProminence. We had a vision...
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Relationship
If someone were looking into CareProminence, I would tell them to make sure they have a staff that...
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Product
Some reassignment functionality would be helpful in CareProminence. There is a bit of that...
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Relationship, Operations, Product
The way the MHK promotes CareProminence is good, but whether it works the way they promote it is a...
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Relationship
MHK is pretty good at keeping regular calls and having escalation calls with us. There is not always...
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Product, Value
The in-house configuration that we are able to do ourselves with CareProminence reduces any delays...
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Loyalty, Relationship
MHK commits to timelines, especially for high-priority things. We escalate things, and there are a...
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Culture, Relationship, Value
MHK does throw some things in for us, and that is great. They try to accommodate costs, and if we...
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Product
We have a few different modules from MHK, and the most pain points within the system are for...
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Operations
At one time, MHK's lack of depth of resources became very apparent; it was not smooth. The vendor...
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Operations
The pro and con of what we learned from the implementation was that MHK presented their product at...
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Relationship, Product
Certain things get into the pipeline, and we think that they are small adjustments to the system....
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Operations, Product
The system is pretty easy and intuitive to navigate.
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Product
I would give the vendor a little lower rating if I widened the lens to overall satisfaction across...
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Relationship, Product
We have built an API, and the technology works perfectly. It is changing the processes on the...
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Operations, Product
The biggest area that I would encourage MHK to focus on is further defining the best practices and...
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Product
The biggest strength is the ability to have multiple modules on one platform. We want to treat our...
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Loyalty, Relationship
Overall, MHK is a good partner. They are still having some growing pains. They need to increase...
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Operations, Product
Care management is a different beast now than it was to begin with, and it is simpler in a lot of...
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Relationship, Product
MHK is working hard to improve the products. They are engaged, and they want to take things to the...
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Operations
MHK could probably do more online training, videos, guides, and trials, like some other vendors do.
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Product
The system is definitely supporting our interoperability needs. We are connected to our EMR through...
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Loyalty
Reporting capabilities, compliance capabilities, ease of use, customer support, and production...
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Operations
Initial training for CareProminence was great, but the ongoing training has not been so good. It has...
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Value
CareProminence is good, but the infrastructure is a bit rickety, and that is troubling. However, we...
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Relationship
MHK’s help desk is good, and their product support manager is very responsive. Also, we used to have...
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Relationship
MHK was a little more receptive in the past. They are one of the best organizations I have worked...
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Product
MHK could make the product work better. There are things that we would like to see in the system...
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Relationship
Sometimes MHK’s help desk people take a little longer than we would like to get something resolved,...
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Relationship
MHK works diligently and to the best of their ability to make the product do exactly what we need...
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Product
One outcome I have seen with CareProminence would be monitoring my team’s performance. At one point,...
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Product
Overall, CareProminence is a user-friendly system. It is easy to navigate, easy to train on, and not...
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Relationship, Operations
We have struggled a little bit with understanding the reporting within CareProminence, and we have...
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Relationship, Product
Overall, I really do like MHK. There have just been a couple of recent hiccups that caused a little...
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Loyalty, Product
My organization and the overall Medicare public health are going in a very fast-paced direction, so...
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Relationship
With MHK, we have gone through a couple of different business relationship managers (BRMs). At...
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Operations
We had a bit of a rocky start with MHK. We lost one of our implementation people partway through the...
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Value
MHK needs to focus more on automation and improving the user experience. Their clinical question-set...
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Product
The product's customer-service module is a little lacking. It has no integration with the claims...
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Culture, Product
There are some modules that currently are not implemented for us, and those have been getting pushed...
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Value
I would definitely recommend the product to someone else. If someone is looking to reduce their...
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Product
We have a lot of integrations in the pharmacy module of the product, and that is great. The system...
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Relationship
I would tell others looking at CareProminence that if they are trying to get a product that meets...
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Relationship, Operations
MHK did our initial training on the fly for us, and they were responsive, so that was good. MHK’s...
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Loyalty, Product, Value
With CareProminence, we have been able to repurpose our staff or positions; we no longer need one...
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Product
We struggle with reporting capabilities in CareProminence. The knowledge system that the vendor has...
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Operations
Over the last little while, MHK’s responsiveness has improved compared to when we did our initial...
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Operations
The advice I would give to MHK is in how they do their implementation. They use large workbooks of...
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Relationship, Operations
From where we started with MHK, things were kind of rough, but we did a lot, and we had a very short...
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Loyalty, Relationship, Operations, Product
We are using several different modules within CareProminence. Some things work really well in...
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Relationship, Operations
When we started with the vendor, it was a really tough time for MHK from a personnel perspective....
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Product
Our previous vendor on the Medicare line of business could not effectuate authorizations, so my team...
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Loyalty, Operations
We had a short timeline for implementing a new system, and that influenced our decision to go with...
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Loyalty, Product, Value
CareProminence was initially designed as a government platform. The platform is working very well...
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Product
There are a few things that center around missing information when a prior authorization request...
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Culture, Relationship
We were assigned an account manager, but we don't feel as though that person is going to make it....
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Operations
We need a vendor that can recognize a tight timeline for an implementation and consider our...
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Value
The vendor's fees are reasonable in comparison to some other vendors' fees that we have seen.
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Operations
We are waiting for some new training that we really need from the vendor.
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Culture
I don't feel like MHK told us the whole story in the sales RFP process. They held things back that...
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Relationship
From a product problem-solving standpoint, MHK’s VPs are great. From a relationship personnel issue,...
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Relationship, Product
We have a lot of API connections with MHK that we didn't have with our previous vendor, and that is...
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Relationship, Product
We are not on the most current version of CareProminence, and that is a fantastic example of how MHK...
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Relationship, Operations
MHK is not a great partner. Even when we do get information, we receive conflicting information on...
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Relationship
After we have heard from people who have left MHK, I would not buy from them again. I have already...
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Relationship
When we ended our warranty period, we still had dozens of items remaining. When we asked MHK to...
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Relationship
MHK has a provider portal, and they need to support it. I cannot give support for their product...
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Relationship
I think that MHK could be a great partner if they actually took the time to communicate, listen, and...
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Relationship
MHK tends to sit on things for months at a time. They are just very slow to take action on some...
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Relationship
We know what MHK is about. They listen to us. They take our best practices, and we have an...
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Relationship
MHK has a brand new executive team. The vendor's new owner gave them a lot of seed money and brought...
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Relationship, Product
MHK is really good at looking ahead at CMS mandates. All of the vendor's APIs exist so that we can...
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Loyalty, Product
We are getting ready to do an upgrade. I can't even start to go into some of the issues I have. I...
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Relationship, Operations
MHK is getting better, but my initial training was very poor. The training was not directed at our...
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Product
CareProminence has to integrate into our claim system. The vendor tries with integration. If...
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Relationship, Product
The reports in the product don't even come close to meeting my needs. I have also demanded executive...
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Loyalty, Relationship, Operations
We have some great contacts with MHK. We have a great project lead now, but over a few-year period,...
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