Trace Commentary
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Subject Expert
Dustin Cragun
Research Director
Commentary Summary
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User Commentary
Product
We have to record all of our calls, and we also have to take screenshots of insurance company...
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Relationship
I like how responsive Vyne Medical’s technical support team is. Whenever we have an issue, they seem...
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Relationship, Product
I am not sure whether there is a server issue for Vyne Medical. There may be a server issue on our...
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Relationship, Product
Vyne Medical has helped us with the effectiveness of our denial prevention and denial mitigation for...
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Product
Trace has been pretty stable for a long time. It is such an easy, simple tool that works well, and...
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Loyalty, Relationship
We have had Trace for so long, but nothing has really changed. Things have been pretty status quo...
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Culture, Relationship
When we turn something in to Vyne Medical, they tell us to call our IT department. Then our IT...
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Product
It is nice to be able to refer back, and if we didn't scan something right, we can pull it up again....
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Relationship, Product
Vyne Medical should make the password the same across all applications. I believe they are in the...
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Operations
When there is a new product launch or if the product has been upgraded, I feel as though the vendor...
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Loyalty, Relationship
Whenever I send an email to the vendor’s support team, they are always available, ready, available...
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Loyalty
We use Trace a lot. It is very useful. We have talked about going to the newer version of Trace....
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Product
I don't know any other software like Trace to compare it to, so it is hard to say whether I would...
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Product
I would love to be able to get a digital PDF or something directly into our EHR instead of having to...
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Operations
The only thing I was disappointed with from Vyne Medical was the training right before we went live...
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Product
Trace fits our needs very well. It tells us where faxes are coming from and when, and it gives a...
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Relationship
Vyne Medical’s IT team is quick to respond to any problems that we have and work with our IT team to...
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Operations
Vyne Medical plans far in advance. They provide opportunities for us to preview an upgrade several...
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Product
The application is very user friendly. Vyne Medical has Trace set up so that it is applicable to any...
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Relationship
If the product is going to have any downtime, which is extremely rare, Vyne Medical will send an...
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Relationship
We have a Vyne Medical representative who is dedicated to our facility, and the level of...
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Product
Using Vyne Medical’s CQM product, we can audit incoming calls that come in. The product adds to the...
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Operations
I would tell a friend about Vyne Medical's accountability in helping with the implementation process...
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Value
If I were to recommend Trace, I would give people a fair warning that it costs an arm and a leg. I...
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Loyalty
Our ability to overturn denials quickly has increased with the recordings from the product that we...
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Relationship
When I think of proactive, I think of a vendor reaching out to ask if we have any issues. With Vyne...
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Loyalty
I have nothing but very positive things to say about the Trace product. The main reason we acquired...
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Relationship
Since Vyne Medical purchased the company, the executives don't get involved. I never speak with...
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Culture, Value
We discovered our people were not using Trace to the fullest, so it was just a big expense that we...
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Culture, Value
We would think that as a vendor, Vyne Medical would want their customers to be made aware of...
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Loyalty, Relationship
Vyne Medical's support is very good when we have an issue. Trace is a really good product, which is...
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Relationship
Once a product is live, the support aspect is very important, and Vyne Medical’s support team is...
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Product
Like with any other application, we have days when we love Trace and days when we can't seem to do...
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Relationship
For the most part, Trace is user friendly. The guide and tip sheet are very detailed, so things are...
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Relationship
In a perfect world, Vyne Medical would communicate directly with Epic. I wish the two of them had a...
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Loyalty, Product
Based on development with Vyne Medical, we have gotten the most out of Trace compared to other...
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Relationship
Vyne Medical is really responsive in terms of their turnaround times for issues, but there are still...
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Relationship, Operations
With Vyne Medical, our problems get resolved but not in the timeline that we would hold the vendor...
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Product
With Trace, there is limited integration, and we still have some manual clicks and stuff we have to...
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Relationship, Product
Vyne Medical is quality focused and patient experience focused. The recordings in the system are...
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Relationship, Product
Sometimes, we have login issues with Trace, but Vyne Medical responds quickly.
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Loyalty, Operations, Product
One opportunity for improvement for Vyne Medical would be to figure out how to put Trace on a...
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Culture, Culture
Vyne Medical's pricing model has changed. They are trying to renegotiate contracts, pricing models,...
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Operations, Operations
I am not aware of much ongoing training. It is possible that there is ongoing training but it just...
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Loyalty, Loyalty, Relationship, Relationship
We are struggling a little more with Trace this year than we were last year. The vendor has made a...
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Relationship
Sometimes when we call Vyne Medical’s customer service team, it is difficult to convey our problems...
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Relationship, Product
We usually don't have any issues with the reliability of Trace or anything like that. We did have...
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Loyalty
Once we update to the next version of Trace, we will get some functionality that we don't currently...
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Relationship
We have always had a very good relationship with Vyne Medical and even their administrators. They...
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Relationship
Trace is a very easy, user-friendly system, and we have great customer service with Vyne Medical....
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Operations
Vyne Medical does upgrade training demos, and we are able to ask questions. They are eager to get...
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Product
When I first started using Vyne Medical, I had to dial 15 numbers, hit the Start button to record,...
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Relationship, Product
There is a bit of a struggle with getting some glitches resolved. We say that we are having problems...
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Product
There needs to be some work done on the product’s face-to-face recording. We continue to have...
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Loyalty, Product
The vendor is looking at automatic indexing with a built-in A/R that can read and index things. That...
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Product
If I get an order for a patient and I transcribe it but then notice that the provider has updated...
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Loyalty, Relationship
The vendor wants to grow and change with the technology coming out, but they should probably work...
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Product
With how we are using Trace, we are happy. The thing I like the most about Trace is that it is easy...
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Product
Something Vyne Medical could work on enhancing Trace's reporting capabilities. I would like a...
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Relationship, Product
The biggest issue we have had in Trace has been around PixCert. PixCert is what we use to get...
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Product
We did an upgrade with the vendor that was seamless. We haven't had any issues with that upgrade at...
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Relationship, Operations
Vyne Medical hasn't promoted anything and not delivered on it. They are also very helpful and quick...
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Product
Trace is user friendly and easy to use. We don't have a ton of issues with it aside from the...
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Relationship, Product
There have been some issues with the preaccess department. There have been some concerns that...
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Relationship
We cannot speak highly enough about Vyne Medical's support. We have been able to put in tickets and...
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Relationship
We are extremely satisfied with Vyne Medical's executive leadership. They will make whatever...
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Relationship
Vyne Medical has met our needs since the beginning. Our customer account manager is wonderful. We...
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Culture
Our understanding is that Vyne Medical works to put our charges in a bundled package for certain...
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Relationship, Operations
We had to upgrade our servers, but Vyne Medical worked with us the whole time. They held regular...
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Operations
Vyne Medical provides a tip sheet for the product itself. The product is very user friendly. The...
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Relationship
Whenever there have been little issues and hiccups and things, Vyne Medical has worked very quickly...
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Operations, Product
We have to do the initial training with Trace and use the tip sheet sometimes. The product is...
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Product
The experience with Vyne Medical's solution has been good. We have had it for quite a long time, and...
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Product
We like Trace because I can be in the account or the orders, and so can someone else at the same...
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Loyalty
We have shown our larger health system how valuable the product is, and the leadership is reviewing...
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Operations
The vendor trains new people. And once we are trained, nothing changes. But Trace is solid in terms...
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Value
The vendor doesn’t nickel-and-dime us on different requests. They have a fee structure, and we have...
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Product
Trace is a wonderful product. We use the voice recordings, the screen capture feature, and the...
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Relationship
We have not experienced any problems working with Vyne Medical. They are very quick to respond if I...
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Operations
The initial training was great, but we really haven't had to use Vyne Medical’s training since we...
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Product
A lot of what we do in Trace is manual. That is the only downside of it. The team has to go in and...
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Culture
We have customers that want to do more workforce optimization, and Trace doesn't seem to offer that....
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Relationship
We have had issues with Vyne Medical’s support people because they don't work 24/7. When we have an...
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Value
We have an issue with Trace that we have brought up multiple times. We have users that need to be...
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Loyalty, Relationship
The support seems to be okay, but we have never found Trace to be that easy to use. There seem to be...
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Operations
A recent upgrade we had with Vyne Medical was kind of rocky. The person that worked on it was very...
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Product
Trace makes my job easier because we use it to interact with all of our payers. Different...
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Operations
I wish Vyne Medical would hold little webinars to tell us tips and tricks for their products and how...
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Relationship
Sometimes we encounter a problem in Trace, and there is some finger-pointing between Vyne Medical’s...
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Relationship
We really like Vyne Medical. Their service department is very responsive. When we had fax issues,...
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Product
When we first started with Vyne Medical, they were just doing our faxes, but we found out that they...
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Loyalty, Operations
With regard to reports and productivity for our team members, we are able to get that data in real...
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Loyalty, Product
We have had some issues with our fax lines, but the issues have mainly been with the actual lines in...
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Relationship
I haven’t had much interaction with Vyne Medical’s executives, but I don’t necessarily need it. The...
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Operations
Trace is very user friendly. It does a good job with the tools it offers and how they apply to what...
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Relationship
The communication that the vendor has with us is outstanding. They put somebody in direct contact...
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Product
In Trace, I like how I can assign each fax to a patient and to the actual employee who is going to...
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Product
We use Trace to its full capacity, and it is able to do all of the things that we require for our...
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Product
If we were to upload something in Trace or in our EMR, it would automatically show up in both...
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Product
I like that there are a lot of different metrics for which we can find the information we are...
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Relationship, Operations
Overall, we have had a great working relationship with Vyne Medical's team. We recently upgraded to...
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Relationship, Product, Value
The system is critical for our team members who are performing precertification and authorization...
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Relationship
When we have issues and need to reach out to the vendor's support team, the vendor's people are very...
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Operations
Vyne Medical has provided us with the training that our team members need to use their new product successfully....
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Relationship, Operations
My only recommendation to others would be that if they need to experience an upgrade, they should...
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