Waystar Claims Management
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Subject Expert
Dustin Cragun
Research Director
Commentary Summary
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User Commentary
Other Observations & Comments
I don’t think Waystar was necessarily the first choice for the team. The decision was made at the...
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Service and Support
We struggle because we don't have a feeling of proactiveness. There was an issue that was discovered...
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Service and Support
We are getting denials because Waystar made a change, and now things are out of alignment. We have...
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Service and Support
I don’t think there is an option to change things from my perspective. Going with this system is the...
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Functionality and Upgrades
We are part of a hospital, and the hospital has many different clearinghouses and EMRs. But we were...
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Technology
The automatic-posting functionality isn’t working for us, and we are frustrated that our remittances...
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Future Outlook
Waystar is working on being able to predict higher payments, and that is phenomenal. They are also...
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Functionality and Upgrades
I think whatever type of additional criteria Waystar could use in their reporting tool would be...
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Service and Support
Waystar has been very good at helping us with certain things.
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Functionality and Upgrades
I would have said a couple of years ago that Waystar could improve by continuing to stabilize the...
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Relationship
We consider Waystar an integral business partner, and what distinguishes a business-partner...
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Relationship
More recently, Waystar has been engaging with us strategically. Waystar came to us out of Navicure....
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Relationship
I go directly to one person, and they are wonderful, responsive, and quick. If that person can't do...
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Service and Support
The support team is always really good if we need any assistance. I am extremely satisfied with...
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Service and Support
There have been times we have had to bring an issue up to Waystar and there hasn't been...
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Other Observations & Comments
My overall satisfaction should stay very high if everything stays the way it is. It will be...
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Functionality and Upgrades
The Waystar system is a great product. People need to utilize it because it is very straightforward....
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Lessons Learned
I recommend Waystar Claims Management over other solutions. The claims submission piece is very...
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Functionality and Upgrades
I would buy Waystar Claims Management again. Waystar does a great job with clean claims. We can see...
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Future Outlook
We plan to expand to some of Waystar’s services, and we are in a push to move all of our centers to...
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Sales and Contracting
We want to keep Waystar Claims Management at an enterprise level, but sometimes Waystar gets...
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Relationship
Waystar is usually ahead of us with new technology. And their implementation services have been...
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Service and Support
Waystar has very deep and broad options for payers when it comes to claims, remittances, and...
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Functionality and Upgrades
It is easy for end users to integrate Waystar's various solutions. When users understand one part of...
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Functionality and Upgrades
Waystar does the basics very well. Their reports, transactions, and solutions all work.
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Relationship
Because of some turnover, we have new people. My boss didn't feel like they were getting support...
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Future Outlook
I always feel there is something my boss isn't necessarily happy about. Our executive contacts at...
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Functionality and Upgrades
The Waystar system is working as promoted, and it is very easy to use. I know how to navigate...
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Functionality and Upgrades
We have had some issues with Waystar regarding the timing and turnaround of certain projects. We...
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Functionality and Upgrades
Waystar’s strengths are their flexibility with claim edits and their easy-to-use interface. The...
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Functionality and Upgrades
The remittance process flows pretty well. There are some issues here and there, but I don't think...
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Relationship
We have had really good representatives, and then we have had some that have let problems linger...
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Service and Support
When a payer ID or clearinghouse with a payer changes, Waystar is on top of the change, and they...
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Interfacing and Integration
Waystar Claims Management and MEDITECH's PM system don't go well together. They aren't compatible,...
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Functionality and Upgrades
One of my biggest issues with Waystar's system is that when a claim errors out, the system alerts us...
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Functionality and Upgrades
Waystar Claims Management presents the option for claims attachments, but that feature did not work...
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Functionality and Upgrades
Most people are familiar with the way a claim is formatted. Waystar's claims look like documents....
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Functionality and Upgrades
We only have a few types of facility charges that go out on the UB claims, and the functionality...
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Functionality and Upgrades
The number of claims we have presents a bit of a challenge because of the multiple facilities that...
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Lessons Learned
In the custom edit area, Waystar's system is not very efficient. Waystar Claims Management is...
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Functionality and Upgrades
The reporting to measure outcomes is not very clean as far as setting up the reporting goes. It is...
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Interfacing and Integration
Waystar has integration with some PM systems, but not all PM systems. Responses from one of the...
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Lessons Learned
As far as live issues go, when we need help fixing claims, Waystar’s support team is great. I...
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Functionality and Upgrades
In terms of new functionality, timelines, implementation, and ticket management, Waystar is...
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Service and Support
We implemented some additional solutions with Waystar, and through time, we have decided we don't...
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Service and Support
Waystar's system is integrated with our EHR, and that is very helpful for end users. Waystar has a...
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Functionality and Upgrades
A lot of times when we have issues with Waystar, they are at the payer level, so we can’t really...
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Sales and Contracting
With Waystar, there are a lot of little charges. When we were updating, we were led to believe that...
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Other Observations & Comments
The fact that Waystar's system is integrated with our EHR is a bonus, but if a user needs to go out...
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Service and Support
Anytime we open a ticket with Waystar, it can take some time before we ever get a response. We might...
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Functionality and Upgrades
Waystar has been great to work with. They have been much more efficient than our other vendor was....
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Functionality and Upgrades
With the Waystar solution, we can view a bill, but we can't see any changes we made in the view...
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Win/Loss - Why they were selected (by current clients)
We picked Waystar, in part, because of their dashboards and reporting associated with dashboards. We...
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Implementation and Training
We haven't gotten a lot of training from Waystar. We have had a couple of training sessions, but not...
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Functionality and Upgrades
I wouldn’t buy the product again for acute claims management. It works, but it is not built for what...
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Technology
In terms of technology, we have worked with the vendor and had some pretty good operators, but...
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Relationship
We reach out to the vendor when we need something, and then we put our operators on. We are being...
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Future Outlook
Waystar's system doesn’t have solid reporting; it is more of a physician clearinghouse. We are going...
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Functionality and Upgrades
Waystar Claims Management’s reports are easier to look at than our previous product. The reports are...
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Functionality and Upgrades
The automatic posting functionality and claims scrubbing functionality for bad diagnosis codes don't...
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Other Observations & Comments
Waystar is decent, but we do not know whether the vendor is cutting edge.
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Functionality and Upgrades
The product is very stable, and we do not have any real issues with it.
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Other Observations & Comments
Waystar’s customer support team is very responsive and checks in regularly with us. The frontline...
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Functionality and Upgrades
We struggle with the quality of Waystar's upgrades. The vendor needs to let us know ahead of time...
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Service and Support
There are some things that we would expect our clearinghouse to provide as a service. We constantly...
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Functionality and Upgrades
The one thing we are waiting for Waystar to provide for end users is a view into the 837 that was...
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Relationship
Our daily technical support person from Waystar is fantastic; they are one of the best we have ever...
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Service and Support
Waystar is very good about applying rules when we need something done, like a rule to take care of a...
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Service and Support
Our current experience is excellent. Waystar has been very responsive to our needs. We are putting...
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Functionality and Upgrades
Waystar has a product with our EMR that allows users to manage and fix claims solely in our EMR and...
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Relationship
We have an excellent team from Waystar, and we meet with them often. A client success manager is...
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Relationship
What Waystar does well is first and foremost their customer interaction, customer service, and...
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Relationship
I think Waystar’s vision is to look at how technology augments staff members. Technology is not...
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Relationship
I don’t know of anything direct that I could pinpoint for Waystar to do better. We are in constant...
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Service and Support
We have very few issues with the remittance piece of the product. When we do have issues, we reach...
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Functionality and Upgrades
Waystar's product is a tool that helps us manage our A/R. I am definitely satisfied. Waystar has...
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Other Observations & Comments
The vendor has a support system that we can log in to. If we need any type of training, we can...
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Interfacing and Integration
We are integrating new software, and Waystar's tool is the piece that is bringing us together. There...
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Relationship
Waystar’s follow-up is excellent. Whenever we open up cases or anything like that, the vendor...
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ROI / Cost
Recently, we had the vendor tweak something in the product, and they didn't add any additional...
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Functionality and Upgrades
The product is very user friendly and helps us run reports and be able to read the remittances and...
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Relationship
The vendor’s goals and visions for the future are not communicated. We don’t have conversations...
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Relationship
The vendor communicates issues or problems quickly, and we are notified of them when we first log in...
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ROI / Cost
I would definitely recommend Waystar. If a facility is having issues, Waystar more than likely has a...
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Lessons Learned
One of the bigger challenges with Waystar's tool is the initial setup. The provider has to do a lot...
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ROI / Cost
We have problems getting the specific reports we need to help with processing our claims. It can...
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Relationship
In the years we have been with Waystar, we have made some system enhancement requests, and I have...
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ROI / Cost
When we ask for something, Waystar says that our asks come with potential costs, but when we fight...
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Future Outlook
Everything with Waystar's tool has helped us out a lot, and I can only see it getting better....
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Functionality and Upgrades
There are some obstacles in the way that rules or overrides work within the system. We have barriers...
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Technology
Waystar’s system often seems to work as expected, but lately, it has progressively gotten worse. We...
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Functionality and Upgrades
Waystar’s system doesn’t like it when we have multiple sessions open at once. We do that because it...
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Relationship
Waystar has been a great partner for our organization. They have been attentive to everything that...
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Service and Support
We don't mind that the system has problems, but we do need to know about those problems. Sometimes,...
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Relationship
During our selection process, Waystar lacked a lot of experience in the claims space. They made some...
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Functionality and Upgrades
In terms of ease of use, Waystar's system is pretty straightforward and easy to use. Our staff...
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Service and Support
We don't have too many reporting options through Waystar's system, so we submit a lot of requests,...
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Sales and Contracting
We ran through some pretty difficult negotiations with Waystar. The vendor raised the price, and...
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ROI / Cost
I am constantly being sold on new Waystar products. Every time they have an acquisition, they...
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Relationship
We are having some issues getting the Waystar product to provide us with what we need or what our...
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Service and Support
Waystar does a very good job. When we need an edit to be added to the system, it isn't an issue....
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Service and Support
I get emails from Waystar every day that tell me about what issues we might encounter that day or...
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Other Observations & Comments
Waystar seems to be standard with the other clearinghouses that I have worked with. Unless there is...
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Service and Support
I would like to have the ability to call the vendor for support. Sometimes, we just need to talk to...
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Functionality and Upgrades
Waystar could improve their reports by making them a little more user friendly. Their reporting...
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ROI / Cost
In the past, a lingering complaint I have heard is that we get nickel-and-dimed sometimes. We...
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Functionality and Upgrades
Waystar’s claims status feature is actually pretty good. The vendor has struggled mightily to...
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Implementation and Training
We have not been involved in Waystar’s training; we do our own training.
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Relationship
Based on comments from my team, Waystar’s support is not terrible. We have a good relationship with...
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Functionality and Upgrades
The remittance management portion of the product has been rough lately. Recently, we have been...
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ROI / Cost
The product is very user friendly and easy to use for the most part. The vendor is there to assist...
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Functionality and Upgrades
We want some functionality to attach claims in the product. The product can do that for certain...
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Other Observations & Comments
We haven't had a lot of new updates with the product. We did implement one enhancement that was...
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Relationship
Waystar’s support team has been down a few times. The support people have been slow, and we haven't...
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Functionality and Upgrades
Waystar has flags in the system with regard to who the vendor is going to terminate and whether they...
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Service and Support
The sales manager and client support representative from Waystar meet with us on a regular basis to...
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Interfacing and Integration
Our practice management system doesn’t have full integration capabilities, so we have to get...
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Future Outlook
We are exploring several other tools that Waystar has available right now. Waystar has purchased a...
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Functionality and Upgrades
We can create custom rules in the product, and those rules further reduce the number of denials and...
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Functionality and Upgrades
I have already recommended the product to others, and a couple of organizations have actually...
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Functionality and Upgrades
The product has robust scrubbers and an analytic dashboard that is very useful and shows me where...
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Relationship
Waystar recently updated the analytics tools with a different, more robust platform. One report was...
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ROI / Cost
In the years that we have had Waystar's product, I haven’t received any unexpected charges or...
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Sales and Contracting
One area I would love for Waystar to improve is their cost structure. Fixing that might help other...
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Implementation and Training
We have a really good support system with Waystar. Once an organization gets through the...
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Service and Support
Waystar provides a client success team that is responsible for all of our customer service tickets....
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Implementation and Training
Overall, Waystar has a decent suite. The reports are okay, but the report solution is not...
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Implementation and Training
We implemented the claims statusing tool but it didn't seem to work for us. We had it turned on for...
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Functionality and Upgrades
Overall, the product is solid, and it rarely goes down. Waystar does a pretty darn good job with...
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Win/Loss - Why they were selected (by current clients)
Whether Waystar's system is in our long-term plans depends. It isn't an all-inclusive system, so we...
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Implementation and Training
Waystar’s implementations are often very lacking. The vendor doesn't put enough people together to...
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Future Outlook
Waystar is constantly iterating and constantly purchasing other vendors in the space to try and...
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Service and Support
For Waystar’s support requests that go through their main system, their operating procedure is for...
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Relationship
Waystar is very proactive and provides guidance and insights. In terms of alerting us to downtime...
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ROI / Cost
In terms of alerting us to problems with our practice and problems with our claims submission or...
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Lessons Learned
I really wish Waystar could improve in terms of outcomes. Honestly, for their own sales pitch, it...
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ROI / Cost
By industry standards, most companies are shooting for a 95% clean claims rate. Waystar is doing a...
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Functionality and Upgrades
I have some ongoing projects with Waystar where we just don't seem to be able to move the needle. We...
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ROI / Cost
I have been with Waystar in many different capacities. I try to bring them in wherever I can. The...
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Functionality and Upgrades
Waystar needs to give us more options for reporting. We had to purchase Waystar's analytics product...
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Functionality and Upgrades
I don’t think the product meets all of our needs. There could be improvements on the auditing and...
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Relationship
We are pretty satisfied with the solution; it is easy to use and has all of the status information....
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ROI / Cost
Recently, we have felt nickel-and-dimed by Waystar. They have shown us their claims monitoring tool...
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Implementation and Training
Waystar was pretty good at implementation. We had a couple of things fall through, but overall, the...
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Implementation and Training
We don’t utilize the vendor’s training much at all; we train ourselves to a certain point. Waystar...
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Other Observations & Comments
The product isn’t integrated into our EMR system. We wish that we could have a direct connection...
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Service and Support
Waystar’s support team is awesome. I have no complaints. When Waystar has an issue, my...
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Service and Support
Our vendor contact is knowledgeable, but their knowledge level is not where it needs to be at times....
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Lessons Learned
When I think of Waystar, I have to think about the eSolutions acquisition. Looking at that brings...
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Other Observations & Comments
Right now, Waystar's product is part of our long-term plans. We don’t have the resources and the...
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Service and Support
Waystar partners with a company that does their credit card processing. The relationship is...
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Functionality and Upgrades
Waystar Claims Management is easy to use and constantly educates end users. The reporting...
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Interfacing and Integration
We love Waystar. They have really come a long way with their reporting suite. Waystar’s reporting...
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Other Observations & Comments
Waystar doesn’t do upgrades. Every now and then, the vendor will send an email to let us know the...
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ROI / Cost
Waystar’s pricing was significantly better than other vendors' pricing. Waystar stood behind their...
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Implementation and Training
We were on Navicure before, and then Waystar bought them out. Waystar Claims Management is the same...
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Functionality and Upgrades
The product does not have a way for us to go in and create a claim from scratch.
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Service and Support
We have a little bit of a problem with customer support. The support team closes tickets down all...
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Interfacing and Integration
I like the integration that we have with our EMR because if our claims get denied, the claims flow...
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ROI / Cost
The clean claim rate that we achieve with Waystar's product is so much higher than our old product....
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Relationship
Way Star is very involved with us and our processes. The vendor really wants to make sure that...
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Win/Loss - Why they were selected (by current clients)
We selected Waystar because one of our executives had worked with them in the past. The vendor...
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Service and Support
The reporting could use some upgrading. Also, a lot of times, tickets are closed too quickly before...
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Functionality and Upgrades
The ease of use is difficult. Using the system isn't easy for our locations, but I don't know...
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Relationship
We used to have regular meetings, and those have not resumed. The vendor used to provide reports for...
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Technology
Our relationship with Waystar works well. With every single one of our environments, we have had...
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Service and Support
We get some good responses from Waystar. We work really well with our client liaison. The vendor has...
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Functionality and Upgrades
Someone in our organization told me that when they first started at the organization, they had some...
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Functionality and Upgrades
One thing we asked for and thought Waystar had but didn't was a claims-status process. The system...
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Functionality and Upgrades
Waystar upgraded some of our claim tools. We still have to get some special reports, but the tools...
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ROI / Cost
Waystar will come to us saying that they are raising their rates just because they can. Most people...
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Service and Support
We have a great working relationship with our contacts at Waystar. I am very pleased with them. We...
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Functionality and Upgrades
Sometimes I think that Waystar dumbed down parts of the product a little too much. It seems like...
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Service and Support
There is always room for improvement in the strength of the system's reporting capabilities. The...
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Other Observations & Comments
There are a lot of insurance companies that still do not send information back. Waystar needs to...
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Service and Support
We have had some issues lately with not getting the remittances we need. With that holdup, we...
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Functionality and Upgrades
Our organization gets quite a few successfully processed claims out the door with the rules we set...
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Service and Support
I am not dissatisfied with Waystar's solution, but sometimes it takes a bit of back and forth before...
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Service and Support
If we run into a problem, Waystar is very good at escalating the issue to better support levels. The...
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ROI / Cost
A lot of the Waystar reporting that would be useful to us is behind a paywall, and we would have to...
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Relationship
Waystar is really good about keeping track of claims status. With the new system that we have...
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Functionality and Upgrades
Waystar has really great tools to make sure that we are submitting claims correctly with the right...
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Relationship
While Waystar does keep all their promises, there are times when we would like them to be faster. We...
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Relationship
I was really happy with the Waystar implementation, but now we don't have a whole lot of...
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Relationship
Anytime there is an issue, Waystar is always very quick to notify us and put alerts on their...
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Service and Support
Getting in contact with Waystar is difficult because they have so many third-party vendors....
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Functionality and Upgrades
Waystar’s claims management product reviews claims for possible errors. I think that work is...
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Relationship
We are not pleased with Waystar. I don't have anything good to say about them. When Waystar's people...
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Functionality and Upgrades
I don't use the system's reports much anymore. We have our own reports, so we can tell when...
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Future Outlook
Unless something changes, Waystar's system is not part of our long-term plans. I absolutely wouldn't...
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Service and Support
Most of Waystar's support people work from home, and we have seen a downward spiral of them trying...
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Service and Support
One of the biggest things about Waystar's claims management system is that it works really well with...
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Relationship
Waystar seems to have a lot of turnover with accounting representatives. So if and when we do have...
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Functionality and Upgrades
Waystar's system is not nearly as customer friendly as what we had before. The transition was not a...
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ROI / Cost
I did something with the vendor, and that wasn't the best experience in terms of pricing, what the...
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Functionality and Upgrades
We don't do a whole lot of ongoing training, but the product is pretty intuitive.
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Functionality and Upgrades
The eligibility piece seems to be just expensive and not intuitive. We wish there were a way to...
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Relationship
We never speak to the vendor executives. I have had no interaction with them.
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ROI / Cost
I would tell others to make sure that they have all the functionality they need up front and that...
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Functionality and Upgrades
At times, there are glitches and issues, but the product works as it is supposed to.
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Functionality and Upgrades
There is a lot of information within the product that is available at our fingertips. A lot of our...
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Functionality and Upgrades
With everything we do, there are going to be glitches, but we don't have a lot of issues with...
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Implementation and Training
The vendor handles any kind of conflict really well. Their support team does really well with...
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Service and Support
I have been satisfied with the vendor's ability to get me to the right support person when I need help....
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ROI / Cost
Waystar is doing well. Initially, we had some issues because everybody wanted to use the technology...
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Relationship
The customer service from Waystar is pretty good. If I have any issues or questions, I just reach...
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ROI / Cost
If I am expecting the vendor to make something happen for me, they will charge me for it.
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Technology
If Waystar can't come to the plate with some of our technology needs, our satisfaction will go down....
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Other Observations & Comments
Waystar's clearinghouse is good, though Waystar is transitioning to the eSolutions piece that they...
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Service and Support
The vendor does exceedingly well with customer service. We have a dedicated representative that...
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Relationship
If the vendor can't do something that we ask them to do, they will let us know that what we have...
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Implementation and Training
The vendor doesn’t really provide ongoing training. They have a lot of online training. We can see...
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Service and Support
The quality of the support varies. Sometimes we get a response quickly, and other times, the support...
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Service and Support
The vendor sends us messages. When we log in, we can see messages that tell us whether something is...
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Relationship
I do not have any direct contact with the vendor other than for enrollment. We have someone from the...
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Functionality and Upgrades
I don't have any issues with the program. Overall, the product is doing what we need it to do. We...
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Implementation and Training
Because our department has had a lot of changes, I don’t know what is or isn't included with the...
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Functionality and Upgrades
Waystar's people are good at what they do. We haven't needed to go to them with any problems. The...
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Functionality and Upgrades
If we could go back, I wouldn't do all the things we did when we set the system up. The billers find...
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Relationship
We have been very happy with Waystar. I am glad we made the transition to their product. Waystar has...
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Functionality and Upgrades
The clearinghouse product pushes claims through fast, and I love the dashboard where we can view how...
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Implementation and Training
One of our only hang-ups with the system is that it does not speak to our EMR in every aspect....
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Relationship
We have always had a very good relationship with Waystar. We have not dealt with them a lot since...
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ROI / Cost
Waystar's invoices are pretty lengthy. The vendor charges per claim, so I wouldn't say that they...
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Implementation and Training
Waystar's customer service is very good. Their training was easy to navigate, and their people were...
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Service and Support
The vendor could be more proactive because they never identify problems. We always are the ones...
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Functionality and Upgrades
We really like the UI on Waystar’s web page for navigating around the workspaces for claims and...
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Service and Support
We have had some inconsistent delivery of services and some poor responses on the resolutions of...
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Service and Support
As forms in the product are updated, we don't always get told when some forms we use aren't valid...
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ROI / Cost
The vendor only charges for a project when it is outside a report. We have been very happy with...
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Service and Support
Sometimes, we send in forms to Waystar and don't hear back about whether the form is correct or not....
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Functionality and Upgrades
We like the functionality of Waystar's clearinghouse. Everything is in real time. The screens are...
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Service and Support
Waystar's customer support is pretty good, and it is basically immediate. We can get an answer right...
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Service and Support
Our billers have had some difficulty with understanding Waystar's support people. The billers are...
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Future Outlook
Waystar cleans up our rejections pretty quickly. Waystar has been pretty receptive to our EVV claims...
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Relationship
Waystar drives tangible outcomes in some areas but not in all the areas we need. We need more help...
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Service and Support
Waystar is always good about assigning the appropriate person to solve the issue. Waystar's...
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Interfacing and Integration
The solution is great, but the integration with our practice management software makes all the...
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Relationship
Waystar meets with us monthly to go over all of our metrics reporting and anytime we choose to add a...
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Service and Support
We have had some difficulties with our support representatives. I would attribute part of those...
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Technology
Waystar is not delivering new technology that meets our needs at all. They have some technology that...
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Implementation and Training
We don't get a lot of training from Waystar because we have used the product for a long time.
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Functionality and Upgrades
Waystar's clearinghouse is very easy and intuitive. It is easy to find things. There might be one or...
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