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Waystar Claims Management Comments
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KLAS Research Director - Dustin Cragun
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User Commentary

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Director

Sales and Contracting

Waystar hasn’t made a ton of promises, but they keep the promises they do make. I haven’t heard any...

Jan 2021
(0)
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Director

Functionality and Upgrades

I would differentiate between the hospital and professional claims. For professional claims, we have...

Jan 2021
(0)
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Director

Relationship

We have had great experiences with Waystar. We started with them when they were newer, and they have...

Dec 2020
(0)
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Director

Interfacing and Integration

We have integrated our front-end rejections into our EMR, and that has been wonderful. That has...

Dec 2020
(0)
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Director

Other Observations & Comments

We have looked at robotic process automation solutions. Waystar has a notification tool for the...

Dec 2020
(0)
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Director

Service and Support

Waystar's software is easy to use. The support people from Waystar are really good. I would...

Dec 2020
(0)
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Director

Functionality and Upgrades

We did a lot of remapping up front, so we were clear on what we wanted certain combinations to mean....

Dec 2020
(0)
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Director

Sales and Contracting

We way overestimated the transactions that we would be using. Waystar has been really willing to...

Dec 2020
(0)
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Director

Relationship

The acquisition has been neutral for us up to this point. We are considering expanding into another...

Dec 2020
(0)
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Director

ROI / Cost (care and feeding)

The ROI is equal to five FTEs for us. We know when we send a claim to a specific payer what the...

Dec 2020
(0)
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Director

Win/Loss - Why they were selected (by current clients)

We initially got into this engagement with Waystar because of a problem with a payer and our...

Dec 2020
(0)
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Manager

Future Outlook

I am not sure yet how I feel about the acquisition. I am hoping for positive things. I loved the...

Nov 2020
(0)
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Manager

Functionality and Upgrades

With ClaimStatusPlus, we can get to the status, and then we can hopefully look at our denials. Those...

Nov 2020
(0)
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Manager

Functionality and Upgrades

Waystar has been really good as far as tweaking the logic goes. If claims are going out too soon,...

Nov 2020
(0)
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Manager

Relationship

We have had the same people from day one when we went live with the solution. We have not had any...

Nov 2020
(0)
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Director

Functionality and Upgrades

I like the product's capabilities for adding rules. I like that Waystar is constantly updating the...

Oct 2020
(0)
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Director

Service and Support

I like the connections we have through HSTpathways. The direct customer service we get from Waystar...

Oct 2020
(0)
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Director

Functionality and Upgrades

Waystar needs to improve the login process for when users forget their passwords. We have talked to...

Oct 2020
(0)
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Director

Relationship

Waystar could improve their relationship with their credit card vendor. The current vendor doesn't...

Oct 2020
(0)
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Manager

Service and Support

I don't have any problems with Waystar. When there is an issue, I speak with someone, and most of...

Oct 2020
(0)
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Manager

Implementation and Training

Waystar is willing to train us. They are willing to come out to our facility anytime we ask and...

Oct 2020
(0)
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Manager

Functionality and Upgrades

We don't have any problems processing claims. One payer sends claims back when there are issues with...

Oct 2020
(0)
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Manager

Service and Support

When Waystar is going to update the product, they let us know. They call me regularly to check in...

Oct 2020
(0)
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Manager

Service and Support

Every now and then, we may get a glitch, but Waystar is always on top of things and fixes them. When...

Oct 2020
(0)
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Manager

Functionality and Upgrades

We want our claims to go out correctly from the start. That way, they are processed and paid within...

Oct 2020
(0)
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CFO

Other Observations & Comments

We already know what we are paying Waystar. They kind of nickel-and-dime us, but that is what we...

Jun 2020
(0)
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CFO

Functionality and Upgrades

The system is part of our long-term plans. It seems to be working pretty well and isn't overly expensive....

Jun 2020
(0)
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CFO

Functionality and Upgrades

The product provides and sends information, but it doesn't come back. The product has double-entry...

Jun 2020
(0)
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CFO

Interfacing and Integration

The system integration isn't 100% there, but the system does offer some things on the website. The...

Jun 2020
(0)
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CFO

ROI / Cost (care and feeding)

If the decision were up to me, I would purchase the system again. We had options as we looked at...

Jun 2020
(0)
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Manager

Service and Support

Waystar has been doing really well with supporting us through COVID-19. We got some really good...

Jun 2020
(0)
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Manager

Service and Support

The real downside with Waystar is that we weren’t looking to change statements. We thought it was a...

Jun 2020
(0)
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Manager

Implementation and Training

Waystar was excellent in both the initial and ongoing training on the claims market and denials...

May 2020
(0)
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Manager

Functionality and Upgrades

The vendor does very well with upgrades. They let us know what was going to be different before we...

May 2020
(0)
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Manager

Future Outlook

The system is part of our long-term plans, but I don't know what is going to happen because of the...

May 2020
(0)
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Manager

Functionality and Upgrades

We are very happy with the components of the product that we currently have. We only recently added...

May 2020
(0)
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Manager

Implementation and Training

The implementation and onboarding were superior. The vendor did a great job. The vendor has been...

May 2020
(0)
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Manager

Service and Support

The vendor's only weak spot that I have noticed is their standard, day-to-day support. When we have...

May 2020
(0)
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Manager

Other Observations & Comments

There isn't anything that I think the vendor could do to support us through COVID-19. I haven't...

May 2020
(0)
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Analyst/Coordinator

Relationship

The vendor has been very flexible in terms of accommodating our specific needs. We have had some...

May 2020
(0)
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Analyst/Coordinator

Other Observations & Comments

We would like to have more account-level drill-down capabilities. A lot of the information is...

May 2020
(0)
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Analyst/Coordinator

Implementation and Training

The installation went smoothly. Working with the project management team went well, and we finished...

May 2020
(0)
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Analyst/Coordinator

Technology

The vendor has already started to showcase various products as they have acquired more vendors. For...

May 2020
(0)
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Director

Service and Support

We have had a good relationship with Waystar. We have been working with them for many years, and...

May 2020
(0)
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Director

Other Observations & Comments

We only use the solution for professional billing, so most of the complaints I have are about our...

May 2020
(0)
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Director

Functionality and Upgrades

The product is pretty seamless. Everything is behind the scenes. We get a few kickbacks from...

May 2020
(0)
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Director

Service and Support

We can work with Waystar and request custom edits. Many of our edits are based on what payer trends...

May 2020
(0)
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Director

Service and Support

Waystar reached out at the very beginning of the COVID-19 crisis, even prior to us working from...

May 2020
(0)
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Director

Implementation and Training

The onboarding process with Waystar is really awesome. The vendor helped to make a very smooth...

May 2020
(0)
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Director

Service and Support

We had to reach out to the vendor about the new COVID-19 self-pay implementation process, but we do...

May 2020
(0)
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Director

Functionality and Upgrades

We are not editing claims in Waystar’s system; however, I wish we could because editing claims in...

May 2020
(0)
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Director

Service and Support

We use Waystar’s reports only when we need to. We rarely use the reports because we pretty much have...

May 2020
(0)
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Director

Service and Support

The only issue I have with Waystar is the ticket system. When we log a ticket, Waystar takes forever...

May 2020
(0)
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Director

ROI / Cost (care and feeding)

Our previous vendor billed us for every little thing. Waystar is pretty fair. We connect with...

May 2020
(0)
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Director

Relationship

Waystar’s executive involvement is lacking right now. There has been a lot of turnover. Our original...

May 2020
(0)
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Manager

Relationship

I love Waystar's product. It fits our needs. I have been using the product for many years. I have...

May 2020
(0)
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Manager

Functionality and Upgrades

I don't know when the vendor does enhancements. I don't really pay attention to that. I don't notice...

May 2020
(0)
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Manager

Service and Support

The vendor has always worked with us on anything we have needed. The vendor has continued to offer...

May 2020
(0)
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Manager

Functionality and Upgrades

Claims Management is not a bad tool to have, and it is different from what I usually had with a...

Apr 2020
(0)
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Manager

Functionality and Upgrades

Claims Management gives us clean returns, and it is a good product for us now. The capability has...

Apr 2020
(0)
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Manager

Service and Support

When we start a ticket, we get sent to IT to explain what our issue is. Once, we ended up having a...

Apr 2020
(0)
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Manager

Functionality and Upgrades

Any changes that Waystar has made to the modules have been fine in terms of the parts that I am...

Apr 2020
(0)
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Manager

Functionality and Upgrades

The system works great. With updates, I get a note, an email, or a notification from Waystar stating...

Apr 2020
(0)
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Manager

Other Observations & Comments

It would be helpful if we got more detail on the remittance-advice piece, but the functionality is...

Apr 2020
(0)
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Manager

Service and Support

Sometimes there can be a delay in Waystar’s response to an online ticket, but they definitely...

Apr 2020
(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

If we want to expand and use the eligibility or estimate tools, the vendor will charge us. We aren’t...

Apr 2020
(0)
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Analyst/Coordinator

Relationship

Claims Management is pretty good, but we thought the system would do some things that it doesn’t do....

Apr 2020
(0)
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Analyst/Coordinator

Functionality and Upgrades

The system’s screens are great and understandable. We can tell what we are seeing on a screen, and...

Apr 2020
(0)
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Analyst/Coordinator

Relationship

Waystar is really good at delivering new technology. We have phone calls with the vendor where they...

Apr 2020
(0)
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Analyst/Coordinator

Sales and Contracting

The vendor has good customer service. At times, we feel like we aren’t getting what we need. But we...

Apr 2020
(0)
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Analyst/Coordinator

Relationship

Waystar put out information regarding what they implemented for claims with COVID-19. While we...

Apr 2020
(0)
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Analyst/Coordinator

Functionality and Upgrades

When it comes to new technology, Waystar follows through with delivery. However, if we need to send...

Apr 2020
(0)
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Analyst/Coordinator

Service and Support

Waystar is great at informing me of things that could be wrong. We are just doing the claims and...

Apr 2020
(0)
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Analyst/Coordinator

Service and Support

I most often get responses and resolutions while I am on the phone. There are occasional things that...

Apr 2020
(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

I would definitely say that we are receiving our money's worth. Using the system beats sending...

Apr 2020
(0)
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Analyst/Coordinator

Service and Support

One thing that makes the vendor stand out is their support. The visibility and viewability of the...

Apr 2020
(0)
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Analyst/Coordinator

Functionality and Upgrades

If I could suggest anything to Waystar, I would say that they need to be able to match the EOB from...

Apr 2020
(0)
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Analyst/Coordinator

Implementation and Training

Waystar definitely keeps their promises within their means. The implementation was seamless.

Apr 2020
(0)
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Analyst/Coordinator

Functionality and Upgrades

I get a lot of updates and notifications about things, such as whether Medicare is down or whether...

Apr 2020
(0)
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Analyst/Coordinator

Interfacing and Integration

The product definitely supports our organization's integration goals. It is mostly just for claims...

Apr 2020
(0)
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Analyst/Coordinator

Future Outlook

I love the product quality. I haven't heard any of the users complain about the ease of use.

Apr 2020
(0)
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Manager

Future Outlook

Waystar doesn’t meet our needs. I can put a ticket in to the support people, and they respond....

Apr 2020
(0)
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Manager

Functionality and Upgrades

With the upgrades, the frustrating thing has been the vendor's inability to implement correct edits...

Apr 2020
(0)
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Manager

Implementation and Training

Waystar has not done a lot of training, but their initial training was good.

Apr 2020
(0)
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Manager

Service and Support

The vendor promoted themselves as being able to handle facility claims, but the vendor does not have...

Apr 2020
(0)
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VP/Other Executive

Functionality and Upgrades

The vendor has some pretty interesting bots that are pretty straightforward. We are able to find out...

Apr 2020
(0)
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VP/Other Executive

Other Observations & Comments

I think the acquisition was a good move on the vendor's part. There are a number of sequence vendors...

Apr 2020
(0)
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VP/Other Executive

Other Observations & Comments

I am nervous about the acquisition, but I have also done some work with the acquiring vendor that...

Apr 2020
(0)
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Analyst/Coordinator

Service and Support

I would rate the vendor's support high because they have changed up some things for us, and that is...

Apr 2020
(0)
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Analyst/Coordinator

Relationship

The vendor is very proactive. With Waystar, my overall satisfaction is high based on the way the...

Apr 2020
(0)
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Director

Relationship

We have several different platforms that we have purchased from Waystar, but they aren't charging...

Apr 2020
(0)
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Director

Functionality and Upgrades

Waystar's system had an immediate impact on me because it lightened some of the load in the office....

Apr 2020
(0)
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Director

Other Observations & Comments

Waystar has a lot of options that we were very interested in. We wanted to take advantage of things...

Apr 2020
(0)
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Manager

Interfacing and Integration

The system is really good. I would definitely buy it again. It is good at supporting our integration...

Mar 2020
(0)
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Manager

ROI / Cost (care and feeding)

I would tell people to negotiate the pricing because Waystar is a bit expensive. But I have quite a...

Mar 2020
(0)
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Manager

Implementation and Training

Our implementation could have gone better. There are a lot of things that we are not using or that...

Mar 2020
(0)
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Manager

Sales and Contracting

Waystar has been keeping all their promises. They have done everything that they said they would do,...

Mar 2020
(0)
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Manager

Service and Support

There are gaps in the system. The information that Waystar supplies isn’t timely. We don’t get the...

Mar 2020
(0)
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Manager

Functionality and Upgrades

I don’t have any experience with any training from Waystar besides their reporting, which really...

Mar 2020
(0)
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Manager

ROI / Cost (care and feeding)

The system is fairly easy for end users and people actually trying to do claims management. But the...

Mar 2020
(0)
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Manager

Sales and Contracting

The system doesn’t work as easily as Waystar promised it would. It is not as streamlined. I am not...

Mar 2020
(0)
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Manager

Interfacing and Integration

It is hard to say whether the system will be part of our long-term plans because it doesn’t fully...

Mar 2020
(0)
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Manager

Other Observations & Comments

If I can make the changes that we have talked to Waystar about and they actually stick to those...

Mar 2020
(0)
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Manager

Service and Support

I would like Waystar to have timelier responses and to be prepared and ready to answer questions. If...

Mar 2020
(0)
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Manager

Service and Support

We aren’t getting everything that Waystar promised they could get us. When some insurance numbers...

Mar 2020
(0)
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Manager

Implementation and Training

We have not had training recently from the vendor; I can't even remember the last time we had training....

Mar 2020
(0)
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Manager

Service and Support

Our end users find the system to be super easy to use. We haven't had to call Waystar for support or...

Mar 2020
(0)
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Manager

Technology

I would give the vendor a low rating in terms of delivering new technology. Waystar is a bit behind...

Mar 2020
(0)
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VP/Other Executive

Functionality and Upgrades

I can't say that either vendor we work with has reneged on a commitment or promise. I don't know...

Mar 2020
(0)
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VP/Other Executive

Interfacing and Integration

Recondo Technology has done a really good job of providing some custom integration we have needed....

Mar 2020
(0)
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VP/Other Executive

Functionality and Upgrades

The product functionality has been pretty basic. We are just using the vendor's claims management...

Mar 2020
(0)
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VP/Other Executive

Relationship

I would give the vendor a pretty good score for proactive service. I hope that doesn't change now...

Mar 2020
(0)
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VP/Other Executive

Other Observations & Comments

I would give Recondo Technology a pretty good score for driving tangible outcomes. That is why we...

Mar 2020
(0)
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VP/Other Executive

Relationship

Waystar’s upgrades are kind of invisible to us. During the initial implementation, we had multiple...

Mar 2020
(0)
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VP/Other Executive

Implementation and Training

Waystar trained us on the applications and pulling things down for us. That was fine. The system is...

Mar 2020
(0)
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VP/Other Executive

Functionality and Upgrades

There are still a couple of things that I would like for Waystar to do better. For example, when we...

Mar 2020
(0)
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VP/Other Executive

Other Observations & Comments

I don't know that we are really asking a lot of the vendor as far as new technology goes. We have...

Mar 2020
(0)
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Director

Interfacing and Integration

The solution didn’t talk with our PM system. Something about the Waystar solution prevented it from...

Mar 2020
(0)
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Director

Service and Support

The vendor needs to continue to enhance their customer service. When the company was ZirMed, the...

Mar 2020
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Director

Relationship

We started out with the company when they were ZirMed. Our relationship with ZirMed was outstanding....

Mar 2020
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Director

Other Observations & Comments

The vendor needs to continue to enhance their customer service. When the vendor was just ZirMed, the...

Mar 2020
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Director

Functionality and Upgrades

I am keeping an eye on the market. But Waystar does give us the denial rates. Their analytics system...

Mar 2020
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Director

Other Observations & Comments

I am not sure how long we will be on Waystar's system. Waystar has been great for us, so at this...

Mar 2020
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VP/Other Executive

Technology

Waystar is a great vendor to be with. They have grown a lot since we started with them, and they...

Mar 2020
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VP/Other Executive

Functionality and Upgrades

It is easy to transfer things and to enroll payers for each hospital. Waystar's system gives us...

Mar 2020
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VP/Other Executive

Implementation and Training

Waystar was great during the implementation. They basically held our hand through the whole process...

Mar 2020
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VP/Other Executive

Other Observations & Comments

We need the Waystar system to more easily feed and receive data from other systems. We had to build...

Mar 2020
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VP/Other Executive

Relationship

Last year, I didn't even know that we had an account executive assigned to us. Waystar could have...

Mar 2020
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Director

Service and Support

Recondo's service has already been outstanding. Whoever the vendor assigns to me to handle the...

Mar 2020
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Director

ROI / Cost (care and feeding)

With the client status part, the vendor can bring back only what the payer provides. I can't knock...

Mar 2020
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Director

Functionality and Upgrades

I think the staffing that builds the boat and the robot that goes out and does things could use some...

Mar 2020
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Director

Implementation and Training

The initial and ongoing training from Recondo is outstanding, especially in terms of the detail that...

Mar 2020
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Director

Future Outlook

My overall satisfaction with Recondo is extremely high. They stay in line with us, and I just don't...

Mar 2020
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Director

Functionality and Upgrades

The ease of use really doesn't affect the end users too much. With the way I set up my flow, the...

Mar 2020
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Director

Relationship

The sweet thing about Recondo’s ongoing services is we never leave the person who is assigned to us...

Mar 2020
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Director

ROI / Cost (care and feeding)

I do think we are receiving our money’s worth with Recondo. I think their solution is worth every...

Mar 2020
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Manager

Sales and Contracting

Recondo Technology overpromised and underdelivered. We were promised that the claims statuses would...

Feb 2020
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Manager

Service and Support

Recondo Technology has really dropped the ball, but their support people have been pretty fantastic....

Feb 2020
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