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Upfront Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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User Commentary

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VP/Other Executive

Culture, Value

Upfront goes the extra length. They are flexible around pricing and the services being offered. They...

Jan 2024
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VP/Other Executive

Product

Upfront is a great standalone tool. I would love for the vendor to be able to integrate their data...

Jan 2024
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Director

Product

The bread and butter of the Upfront product is texting patients to let them know they have a balance...

Dec 2023
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Analyst/Coordinator

Relationship

Traditionally, the vendor's support hasn't been very good, but recently, it has improved a lot. We...

Dec 2023
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Analyst/Coordinator

Relationship

The vendor has a lot of good things coming down the pike. They have been a great partner for us.

Dec 2023
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Analyst/Coordinator

Relationship, Operations

There have been certain projects that we have worked on where the vendor has sometimes said that...

Dec 2023
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Analyst/Coordinator

Product

The system's ease of use comes back to customization. The vendor has been able to customize things...

Dec 2023
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Analyst/Coordinator

Product, Value

Our office staff members have made strides with Upfront, but we don't always have the ease of access...

Dec 2023
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Analyst/Coordinator

Culture

Upfront does a really good job of keeping their promises. Compared to other vendors, Upfront gets...

Dec 2023
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COO

Relationship

Upfront sometimes keeps their promises. The majority of times have been challenging. However, when...

Dec 2023
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COO

Operations

The initial product was relatively simple and straightforward. The initial implementation worked...

Dec 2023
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COO

Culture

The reason I like Upfront is that their underlying capabilities are aligned with where we want to...

Dec 2023
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COO

Product, Value

I give Upfront a low mark for execution. The workflow is a little clunky. Some of the operational...

Dec 2023
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COO

Relationship

We run into issues where we pick up the phone and call our account manager, and they say they are...

Dec 2023
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COO

Value

We got Upfront and got results. Initially, receiving our money’s worth was strong. Over time, that...

Dec 2023
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Manager

Operations

Implementing Upfront was a tumultuous journey for us. We purchased the vendor’s appointment...

Nov 2023
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Manager

Operations

Trying to get the product to work correctly was a lot of work, so we had a long delay in our...

Nov 2023
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Manager

Product

In the right scenario, the product could actually work, but using it for appointment reminders was a...

Nov 2023
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CMO

Relationship

The vendor has been very helpful in what we are trying to do. We have seen some significant...

Nov 2023
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CMO

Loyalty, Relationship

Upfront is very good for communicating out to patients, but an opportunity exists to create more...

Nov 2023
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CMO

Relationship

The vendor seems pretty progressive. They solicit our opinions, and they seem very receptive to the...

Nov 2023
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CMO

Relationship

The vendor has been very good in terms of support communication. We have some meetings virtually,...

Nov 2023
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CMO

Product

The product is really helping a lot with the asynchronous coordination of care and getting folks to...

Nov 2023
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CMO

Value

The return on the investment with this product is high because we are seeing improved patient...

Nov 2023
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CMO

Relationship

The vendor seems like they have a very well-run organization. The team seems genuine in their...

Nov 2023
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CMO

Relationship

The biggest highlight of working with Upfront is that they are very good about concern resolution....

Nov 2023
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CFO

Loyalty, Product

There are a lot of text-messaging solutions and solutions for member engagement. What drew us to...

Oct 2023
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CFO

Relationship

The Upfront site is in English and Spanish. If someone’s population is English speaking or Spanish...

Oct 2023
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CFO

Product

I think Upfront is pretty good relative to other options because of HIPAA. It is probably the...

Oct 2023
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CFO

Relationship

I can text someone from Upfront and have my problem fixed instantly.

Oct 2023
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CFO

Value

Upfront is expensive. Their system is probably twice as expensive as the price of a bare-bones...

Oct 2023
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VP/Other Executive

Relationship

Upfront is a pretty awesome company. Their product is great, and they do a pretty awesome service,...

Oct 2023
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(0)
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VP/Other Executive

Loyalty

We are moving away from Upfront because we think that we can do something similar with another...

Oct 2023
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Director

Culture, Relationship

Upfront has done a really good job of trying to meet us where we are and being understanding of the...

Oct 2023
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Director

Loyalty

We are very excited about the strength of Upfront’s advanced segmentation model and to have Upfront...

Oct 2023
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Director

Product

I worked with Upfront to send our patient files and information to them so that they could append...

Oct 2023
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Director

Value

Upfront is a sophisticated product, but it is a lot for an end user to start using. Getting good at...

Oct 2023
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Manager

Relationship

Upfront follows through on a lot of our concerns. Sometimes there are things that are out of...

Oct 2023
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Manager

Loyalty, Product

The Upfront platform is pretty easy to use once we get the hang of it, but there are a lot of...

Oct 2023
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Manager

Relationship

With Upfront’s support team, I mostly just have to email them. I like that I have one person at...

Oct 2023
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Manager

Relationship

We usually find out about problems as they are happening, but Upfront is really great at trying to...

Oct 2023
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Manager

Culture, Loyalty

I'm very satisfied with the products we have from Upfront. I'm hoping Upfront will get some new...

Oct 2023
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Manager

Product

I do notice in Upfront that there are multiple steps a patient has to take to complete a task....

Oct 2023
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Manager

Value

We would definitely choose to keep most of Upfront’s products, but there are some that might be...

Oct 2023
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COO

Relationship

The product doesn't meet all of our needs today, but we are working on solving that issue with the...

Aug 2023
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(0)
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COO

Relationship

Upfront’s flexibility and their willingness to help us solve problems is beyond any vendor I have...

Aug 2023
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(0)
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Director

Culture, Relationship

Upfront’s executives stopped by and met with us in person and spoke with us at length. They were...

Aug 2023
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(0)
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Director

Culture

Upfront has met all their promises and deliverables. Everything I have seen from them has been high...

Aug 2023
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(0)
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Director

Culture

I would tell a friend to progress with Upfront but to make sure that they have the structure within...

Aug 2023
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(0)
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Director

Relationship

Sometimes, Upfront is very customer-centric, which is great. They are very good at communication,...

Aug 2023
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(0)
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Director

Product

The workflow tool that we have where we push out surveys and everything to patients is simpler than...

Aug 2023
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(0)
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VP/Other Executive

Relationship

Upfront is great. The team cares about the work they are doing. Working with them has been always...

Aug 2023
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VP/Other Executive

Product

The biggest reason I’m not fully satisfied with the ease of use for the patient is that our...

Aug 2023
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VP/Other Executive

Loyalty, Operations, Product

Just from an implementation perspective, the vendor is working on integration within our EMR, and...

Aug 2023
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(0)
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VP/Other Executive

Relationship, Product

We use the Upfront solution a lot for outreach and to introduce care coordination as a tool to...

Aug 2023
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(0)
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VP/Other Executive

Loyalty, Relationship, Product

The vendor delivers new technology that meets our needs. They have actually done a lot of great...

Aug 2023
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(0)
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VP/Other Executive

Relationship

We are constantly having to advocate for our organization, and we don't necessarily see that from...

Aug 2023
||
(0)
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VP/Other Executive

Relationship

We have been working with the vendor for years, and we just found out that they actually have a...

Aug 2023
||
(0)
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VP/Other Executive

Product, Value

We have seen the ability to compare traditional routes of outreach versus Upfront's digital...

Aug 2023
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(0)
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VP/Other Executive

Loyalty, Relationship

While I very much appreciate the relationship that we have with Upfront, I can't say for sure there...

Aug 2023
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(0)
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VP/Other Executive

Value

I have conversations with the vendor where I feel like we are being nickel-and-dimed. The product...

Aug 2023
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VP/Other Executive

Relationship

One of our current struggles with Upfront is that for a long time, we have been running the same...

Aug 2023
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VP/Other Executive

Relationship

I really like working with Upfront; I really like their people. They have a strong vision of what...

Aug 2023
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(0)
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VP/Other Executive

Relationship, Value

During COVID-19, Upfront allowed us to very quickly stand something up and reach out to individuals...

Aug 2023
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(0)
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VP/Other Executive

Loyalty, Relationship

Once I started using PatientBond, I didn't look anywhere else. The person from Upfront who I talked...

Aug 2023
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(0)
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VP/Other Executive

Operations, Product

Some parts of the system can be really overwhelming to people, but they are really easy for my team...

Aug 2023
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(0)
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VP/Other Executive

Relationship

The vendor's support is really good. At one point, there was some confusion about how certain things...

Aug 2023
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(0)
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VP/Other Executive

Relationship

Upfront has made a couple of improvements, but they do that when we ask for things. That isn't...

Aug 2023
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(0)
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VP/Other Executive

Loyalty, Relationship

I really like working with Upfront. Their program is really great. I can't wait for our organization...

Aug 2023
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(0)
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Manager

Product

I spend a lot of time in Excel looking at data from Upfront. The data comes bunched up, so I have to...

Jul 2023
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(0)
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Manager

Relationship

While Upfront was in transition, our key point person may have been distracted, so when we had to...

Jul 2023
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(0)
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Manager

Relationship

The feedback we receive from Upfront about the results of our surveys and responses to text messages...

Jul 2023
||
(0)
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Manager

Operations, Product

Because of the way we had to set up Upfront, instead of having an actual interface, we do a flat...

Jul 2023
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(0)
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Manager

Relationship

Aside from our monthly meeting with Upfront, they do not resolve our problems very promptly at all....

Jul 2023
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(0)
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Manager

Relationship, Product, Value

We needed a way to reach our patients more directly because our phone calls weren't being answered....

Jul 2023
||
(0)
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VP/Other Executive

Culture

Upfront works very hard to support our integration goals. Other partners don't, but they do.

Jul 2023
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(0)
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VP/Other Executive

Relationship

Upfront is very easy to use from the patient’s perspective. We have gotten very high response rates,...

Jul 2023
||
(0)
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VP/Other Executive

Loyalty, Relationship, Product

Overall, we are really satisfied with the product. There are no problems, and the vendor has been a...

Jul 2023
||
(0)
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VP/Other Executive

Value

Upfront drives tangible outcomes for us in terms of reputation management and customer care. For our...

Jul 2023
||
(0)
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VP/Other Executive

Value

The product is pretty inexpensive compared to other solutions.

Jul 2023
||
(0)
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VP/Other Executive

Relationship

Upfront is our best vendor, and they have been a great partner. They have been very good at coming...

Jul 2023
||
(0)
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VP/Other Executive

Relationship, Product

The only real interaction that patients have with PatientBond is when they take the survey to get...

Jul 2023
||
(0)
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VP/Other Executive

Product

PatientBond is easy to use. There are some technical things that users have to take care of. The...

Jul 2023
||
(0)
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VP/Other Executive

Relationship

Upfront's customer service has been great. If users are questioning something about how to interpret...

Jul 2023
||
(0)
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VP/Other Executive

Relationship

The feedback that we have given the vendor has been taken very well. The vendor also gave us a tool...

Jul 2023
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(0)
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VP/Other Executive

Culture, Relationship

The vendor has always been flexible with our changing priorities when it comes to the way we spend...

Jul 2023
||
(0)
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VP/Other Executive

Product

Upfront delivers on where they are, but aesthetically, the product isn't the prettiest. It is a flat...

Jul 2023
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(0)
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VP/Other Executive

Product

We have specific programs and sometimes care gaps, so we try to reach out and remind users about...

Jul 2023
||
(0)
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VP/Other Executive

Relationship, Operations

I would recommend the product, and I would tell a peer that the vendor is easy to work with. That is...

Jul 2023
||
(0)
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VP/Other Executive

Relationship, Value

Upfront is easy to use unless patients have questions or are confused about why they are receiving a...

Jul 2023
||
(0)
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VP/Other Executive

Product

The product is missing the ability to tell users how far down a page scrolls or what they will need...

Jul 2023
||
(0)
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VP/Other Executive

Relationship, Operations

When Upfront was a brand new company, they had very few staff members. Their system was top heavy,...

Jul 2023
||
(0)
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VP/Other Executive

Product

It isn't the system's fault that we aren't integrated with it, but there is a lack of functionality...

Jul 2023
||
(0)
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Director

Loyalty, Value

If I were talking to Upfront, I would tell them that doing some kind of partnership with services...

Jun 2023
||
(0)
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Director

Relationship

When I ask a question to Upfront's support team, they are really fast. But we have put in some...

Jun 2023
||
(0)
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Director

Relationship

Upfront is based on customer service. Not only does Upfront give us updates about the actual program...

Jun 2023
||
(0)
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Director

Value

We have created a small program around Upfront. We could make the program much bigger, but for what...

Jun 2023
||
(0)
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Director

Value

We don’t have the full integration with Upfront that the system is capable of, but that is due to...

Jun 2023
||
(0)
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Director

Value

We were already looking at Upfront for care coordination, but then we fast-tracked everything to get...

Jun 2023
||
(0)
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Director

Culture

Upfront does a really amazing job bringing in new things. Upfront is far ahead of what we are...

Jun 2023
||
(0)
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Manager

Relationship, Operations

The vendor gave me a contact person; I don't have to deal with calling the customer service people...

Jun 2023
||
(0)
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Manager

Relationship

On a few different occasions, PatientBond was not functioning correctly, and Upfront actually gave...

Jun 2023
||
(0)
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Manager

Culture, Operations

There was only one thing that Upfront was not able to do with the product. There was a complicated...

Jun 2023
||
(0)
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Manager

Loyalty, Operations

We are trying to implement a new thing on the patient side of the program, and that is the only...

Jun 2023
||
(0)
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Manager

Product, Value

Our patients and office staff are able to navigate the system easily. The program contains text, and...

Jun 2023
||
(0)
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Manager

Culture, Relationship

Upfront sends out regular newsletters and takes the initiative to reach out to all of their...

Jun 2023
||
(0)
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VP/Other Executive

Loyalty, Relationship

Our goal is to know our patients, go on a journey with them, show them respect, and help them. Our...

May 2023
||
(0)
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VP/Other Executive

Operations

Our challenge is our ecosystem because we have folks who we have to lead through change management....

May 2023
||
(0)
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VP/Other Executive

Relationship

Upfront is definitely on the consumer and patient experience sides of the Triple Aim. Upfront...

May 2023
||
(0)
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Analyst/Coordinator

Relationship

PatientBond changed to Upfront, and the vendor was supposed to release some features and a bunch of...

May 2023
||
(0)
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Analyst/Coordinator

Product

Navigating the actual site is pretty simple, but I have to extract and create my own qualitative...

May 2023
||
(0)
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Analyst/Coordinator

Value

PatientBond is worth what we are paying. However, the users have to do a lot of legwork.

May 2023
||
(0)
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Analyst/Coordinator

Loyalty

We are considering replacing PatientBond because we want a solution that can offer more when it...

May 2023
||
(0)
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COO

Relationship

Upfront has just been an absolutely terrific partner with us. We have been with them from the...

May 2023
||
(0)
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COO

Product

The thing I like best about PatientBond is that we have the segmentation capability that gives our...

May 2023
||
(0)
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COO

Product

We actually have taken the patient questionnaire and embedded it into our assessment through our...

May 2023
||
(0)
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COO

Product

PatientBond has been a game changer for us in how we manage certain chronic conditions in terms of...

May 2023
||
(0)
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