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HELIOS Commentary
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Bradley Hunter
VP VBC, Payer, and Core Solutions
KLAS VP VBC, Payer, and Core Solutions - Bradley Hunter
 
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Payer Care Management 2023: How Do Vendors Perform as Use Cases Expand?
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How Do Vendors Perform as Use Cases Expand?
May 2023
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Commentary Summary

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User Commentary

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Director

Loyalty, Operations

We are going to scale up with HELIOS. However, there are a few things to even just get our employees...

Jan 2025
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(0)
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Director

Loyalty, Operations

I would give a high rating to the initial training with VirtualHealth. However, I have been waiting...

Jan 2025
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(0)
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Director

Loyalty, Operations

The advice I would give to a peer or friend who is implementing HELIOS so they could be successful...

Jan 2025
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(0)
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Director

Product

With HELIOS, we configured a letter, and it was up and running. Something happened with another...

Jan 2025
||
(0)
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Director

Relationship

Sometimes VirtualHealth's response for support is right away. If the support is for a configuration...

Jan 2025
||
(0)
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Director

Relationship

We had somebody at VirtualHealth who was very attentive, but they aren't available to us now. Right...

Jan 2025
||
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Director

Product

I don't see any outcome measures with HELIOS. We just don't have any metrics at all. I have no idea...

Jan 2025
||
(0)
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Director

Operations

VirtualHealth is very supportive. They support us by having frequent virtual meetings and a...

Jan 2025
||
(0)
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Director

Value

VirtualHealth does not avoid charging for every little thing. A lot of that is related to reporting...

Jan 2025
||
(0)
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Director

Relationship, Product

We have a number of integrations, both incoming to HELIOS and outgoing from HELIOS. VirtualHealth...

Jan 2025
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Director

Relationship, Product

The stability of the platform has been stellar. I can't recall a single situation since we went live...

Jan 2025
||
(0)
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Director

Relationship, Operations

My overall satisfaction has gone down because VirtualHealth has had a lot of turnover. We have had a...

Jan 2025
||
(0)
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Director

Product

The only thing I would tell others is to look at their existing claims vendor if they are going to...

Jan 2025
||
(0)
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Director

Loyalty

We did a full gamut of reviewing to select VirtualHealth. We used KLAS Research. VirtualHealth was...

Jan 2025
||
(0)
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Director

Relationship, Operations

I have not had any additional charging from VirtualHealth, and their support is excellent....

Jan 2025
||
(0)
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Director

Loyalty

VirtualHealth does a great job with integrations. They have an integration tool that is part of...

Jan 2025
||
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Director

Relationship, Product

VirtualHealth delivers things. They are on a Scrum-type development process, so they do different...

Jan 2025
||
(0)
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Director

Culture

Some of the wording in the contract didn't match up to how we were using the tool, but it wasn't a...

Jan 2025
||
(0)
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Director

Loyalty, Product

HELIOS is not fully integrated at this point, so there is some growth needed there. I think we could...

Jan 2025
||
(0)
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Director

Relationship

VirtualHealth’s support is good when it comes to handling tickets and troubleshooting issues. They...

Jan 2025
||
(0)
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Director

Product, Value

We like HELIOS. It is pretty intuitive and easy to navigate. It is a good product. It has really...

Jan 2025
||
(0)
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Director

Relationship, Operations

VirtualHealth was proactive when they made a change to their service desk process. They switched to...

Jan 2025
||
(0)
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Director

Operations

We would probably do an RFP rather than choose to buy HELIOS again. VirtualHealth could have taken...

Jan 2025
||
(0)
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Director

Relationship, Operations

We weren't able to test or see the data in HELIOS until we actually went live, so we couldn't figure...

Jan 2025
||
(0)
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Director

Relationship, Operations

The advice I would give others implementing HELIOS is that when they feel they are having issues, to...

Jan 2025
||
(0)
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Director

Culture, Value

Initially, we had an unexpected charge from VirtualHealth. We were not aware of the need to do a...

Jan 2025
||
(0)
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Director

Loyalty, Operations

We are not very far out from our implementation. If we had been asked about it a few months ago, we...

Jan 2025
||
(0)
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Director

Operations

We met with VirtualHealth and had prepared feedback on the implementation. We felt the...

Jan 2025
||
(0)
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Director

Product

Where HELIOS may be deficient for us is the customization of the reporting. VirtualHealth says the...

Jan 2025
||
(0)
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Director

Operations

VirtualHealth’s training wasn't truly training. It was more like an enhanced demonstration. We sat...

Jan 2025
||
(0)
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Director

Relationship

We used to have to use two or three different kinds of help desks so that we could find information...

Dec 2024
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(0)
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Director

Loyalty, Operations, Product

VirtualHealth has a full documentation center, but we often don’t have time to search through a lot...

Dec 2024
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(0)
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Director

Relationship

In the past, depending on the time of year and who we have gotten at VirtualHealth, solving some of...

Dec 2024
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(0)
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Director

Relationship

The majority of the time, when I am talking to individuals at VirtualHealth, they are extremely...

Dec 2024
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(0)
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Director

Product

There are a couple of challenges with how we set up our UI. I don’t know whether those are our...

Dec 2024
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Director

Relationship, Product

In terms of timely responses and updates to the system, some parts of HELIOS occasionally don’t have...

Dec 2024
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(0)
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Director

Value

The individuals at VirtualHealth work hard not to charge for every little thing. They have been...

Dec 2024
||
(0)
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Director

Product

From an end-user perspective, the HELIOS platform is very clean and nice. It is visually appealing...

Dec 2024
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(0)
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Director

Product

We have a large number of patient profiles in HELIOS, and there is a lot of data integration from...

Dec 2024
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(0)
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VP/Other Executive

Relationship

We have routine business reviews with the vendor, and sometimes we see a metaphorical road map where...

Oct 2024
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(0)
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VP/Other Executive

Loyalty

I get the sense that the platform is continuing to mature and that the strength of the vendor...

Oct 2024
||
(0)
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VP/Other Executive

Loyalty

One item on our wish list would be for the vendor to improve their campaign management feature set....

Oct 2024
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(0)
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VP/Other Executive

Product, Value

The product is an enabling platform for some of our key business processes. So the work of the care...

Oct 2024
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(0)
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VP/Other Executive

Relationship

The vendor's support has improved. For the first while after implementation, we had some real...

Oct 2024
||
(0)
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VP/Other Executive

Loyalty, Product

In terms of VirtualHealth supporting our integration needs, that is a work in progress. They have an...

Oct 2024
||
(0)
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VP/Other Executive

Relationship

There is an executive from VirtualHealth who we work with often. One of the vendor's executives is...

Oct 2024
||
(0)
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VP/Other Executive

Loyalty

The vendor is at least in our medium-term plans. We are looking to see whether that means the long...

Oct 2024
||
(0)
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VP/Other Executive

Relationship, Product

Sometimes there is some back-and-forth and pushing required, but the vendor keeps their promises. We...

Oct 2024
||
(0)
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VP/Other Executive

Relationship

There are definitely instances where we find issues and raise them with the vendor instead of the...

Oct 2024
||
(0)
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VP/Other Executive

Relationship

If someone had asked me a few years ago, I would not have recommended VirtualHealth, but they have...

Oct 2024
||
(0)
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VP/Other Executive

Loyalty, Value

This will be challenging to do, but the vendor needs to work on finding a more effective way to get...

Oct 2024
||
(0)
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Nurse

Relationship, Product

One of the things that I would really love for the vendor to focus on is communication. When they...

Jun 2024
||
(0)
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Nurse

Product

The fact that we can configure things in HELIOS is great, but VirtualHealth should work on...

Jun 2024
||
(0)
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Nurse

Relationship, Operations

As we have gone live with VirtualHealth, we have recognized other areas where we needed to implement...

Jun 2024
||
(0)
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Nurse

Relationship

The vendor is very quick to respond when things are amiss. Their support team has been very helpful,...

Jun 2024
||
(0)
 Thank you  Helpful

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Nurse

Product

We have definitely had some process improvements with going live with HELIOS. We have more...

Jun 2024
||
(0)
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Nurse

Product

We would like VirtualHealth to provide a claims system. I don't know whether our executive...

Jun 2024
||
(0)
 Thank you  Helpful

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Nurse

Loyalty, Operations

The vendor’s reporting process has been very challenging. We have to go into the EDW to pull all of...

Jun 2024
||
(0)
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Nurse

Product

VirtualHealth has assisted with interoperability, and we have collaborated with them and other...

Jun 2024
||
(0)
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CCO

Relationship, Product

VirtualHealth has done several integrations with critical clinical software that we need access to...

Apr 2024
||
(0)
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CCO

Product

We have been pleased with VirtualHealth. HELIOS has been performing well. I don't ever think there...

Apr 2024
||
(0)
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CCO

Relationship, Product

I would tell a peer that our relationship with VirtualHealth has been highly collaborative. They...

Apr 2024
||
(0)
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CCO

Relationship, Product

My team is not very technical, and I hear from them that HELIOS is user friendly. They sometimes say...

Apr 2024
||
(0)
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CCO

Relationship

I can pick up the phone and call anybody I need at VirtualHealth. I can easily send an email and ask...

Apr 2024
||
(0)
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