Waystar Patient Access Commentary
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Subject Expert
Dustin Cragun
Research Director
Commentary Summary
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User Commentary
Relationship
From a customer service standpoint, Waystar has been very good at being proactive, working with us,...
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Relationship, Value
Waystar’s customer support is really great. We are getting a really great product from Waystar. We...
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Relationship
We have had issues with the vendor when it comes to getting movement on tickets and with payer...
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Value
One of the outcomes of using Waystar is that we are seeing a reduced amount of time being spent on...
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Product, Value
Waystar Patient Access helps us secure care eligibility at the time of registration so that we don't...
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Operations
We really don’t need training anymore from Waystar. Once we are live, we are live. Furthermore, our...
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Value
Whether I choose to buy Waystar's product again would depend on Waystar's competitors; I don't know...
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Relationship
In terms of things that are going well, we have a lot of communication with Waystar. We have...
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Relationship
We struggled with parts of their ticketing system in terms of the communication that goes back and...
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Relationship, Operations
It has been a challenge to get the vendor to help us dig down into the performance of the tool and...
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Product
We are using bot technology to do the work in this space, but that is not overwhelmingly high...
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Loyalty, Value
My recommendation to someone looking into the product is to go into the engagement with an...
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Loyalty, Product
The technology certainly works. We know some people are using the product very well. Waystar...
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Relationship, Product
Waystar is certainly reaching out when there are system issues and breaks. On the other side, we...
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Product
Waystar Patient Access is intuitive. I haven't heard of any issues with the product, and we have...
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Culture
When we did the demo with Waystar, the product was totally different from when we implemented it. We...
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Relationship
We have had several challenges with the accuracy of the information in the product over time. We...
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Product
Up front, we had to put too much into the Waystar system to get it to work. We had to do audits on...
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Relationship
I believe that Waystar is bad at keeping promises, but they are trying. We have to stay on top of...
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Loyalty, Value
We have been having a challenge with obtaining a certain kind of authorization. Waystar has worked...
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Product
Waystar Patient Access is not consistent in getting some of our precertifications to execute...
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Product, Value
We have been working with Waystar to maximize authorizations. We like that the product takes off...
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Operations
We would like to see ongoing training for audits, for when something changes, or for when we are...
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Relationship
With Waystar, the senior team only gets involved when our executives get involved.
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Loyalty
Even though Waystar’s system is not working as designed, it does heavily support our goals, so it...
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Relationship
I have received good support from Waystar, and they have followed through on everything. Waystar is...
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Relationship
Waystar's weakness is that their communication isn't as strong as the communication we get from our...
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Relationship
Once I found something new on Waystar's website about a payer being down. Waystar doesn't tell us...
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Operations
When we first started with the vendor, Waystar was very good at offering Webex training and things...
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Product, Value
Waystar Patient Access has made our authorization area much more efficient by centralizing the...
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Product
We would like to see Waystar improve product development for specialty areas such as infusion and rehab....
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Relationship
We have a couple of people who help us out tremendously from Waystar. They are very responsive, get...
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Relationship
If we do get some benefits that we question, Waystar is happy to work with us. They have a...
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Product, Value
The Waystar patient access tools help with our staffing needs. Everyone knows that staffing has been...
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Relationship
Waystar does help us resolve issues, but they are not always as timely as I want them to be. We...
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Product, Value
I have no complaints about Waystar's product. It quickly gives up-front visibility to patients of...
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Loyalty, Operations
We would not recommend the Recondo Technology tool, and the tool is 100% not included in our...
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Loyalty, Relationship, Product
Waystar has not been developing new technology in patient access, although they have been purchasing...
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Operations
Waystar struggles with training quite a bit. Waystar claims to have a decent library of resources...
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Product
We haven’t been happy with Waystar’s real-time eligibility and benefits determinations, the clarity...
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Relationship
Waystar’s customer service ticketing system is not helpful at all; the system is pretty poor. The...
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Relationship
When I reach out to the vendor, if I can't get anywhere through the normal support team, I know who...
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Relationship
With the entry-level support tickets or the medium-level support tickets, sometimes I don't feel the...
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Culture, Operations, Product
There are some things in the product that are not easily explained. When I got started in the...
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Product, Value
I might not buy the product again because the product isn’t as flexible as we would like it to be...
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Operations
The vendor provides a lot of online resources for training, and they have periodically scheduled...
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Product
The product serves a purpose. There are just some issues. For example, when patients go in and make...
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Product
Waystar Patient Access is a good tool for eligibility responses. It is very thorough.
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Relationship, Operations
The only things that we are concerned about are the implementation and the resolution of concerns....
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Operations
We don't really have ongoing training because there is really nothing to learn about eligibility....
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Relationship, Product
Sometimes the system goes down, and we send tickets in about that. We get automatic emails telling...
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Relationship, Product
Sometimes accessing individual portions of Waystar Patient Access is a mystery. For example, it took...
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Relationship, Product, Value
I have gotten some really positive feedback from the up-front personnel about integration with the...
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Product
I would like an easier means of identifying a patient's Medicare ID number when we don't have a copy...
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Relationship
Waystar is good at support. Each time I have called, I have gotten excellent responses and gotten...
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Loyalty, Relationship
Recently, Waystar has kept their promises. I am not looking at the past but more at the current...
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Product
We still have weird issues where we don't get eligibility verification the way we need. Sometimes...
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Operations
I would recommend that anyone implementing Waystar Patient Access be informed of what solutions...
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Relationship
With Waystar, we did have some difficulties for several months. We had a really awesome...
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Relationship, Product
I like the way Waystar Patient Access returns the information back on estimates. We can present the...
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Relationship, Operations
I joke that Waystar practically does people's work for them because even for a simple thing, the...
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Relationship
I love Waystar. I love every single person I work with. My representative meets with me regularly....
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Relationship, Product, Value
The only thing that drives me crazy is when I need to do enrollments. I have to open a case for...
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Loyalty, Relationship
Waystar has been awesome. We have a complicated project with them in terms of real-time...
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Relationship
With Waystar, we are the ones always identifying issues. I hoped the vendor would be a little more...
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Relationship
The product is difficult, so sometimes we have to push the vendor a little if we need assistance....
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Operations
Waystar's training was very minimal. They didn't offer classes. We had one meeting, and then we had...
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Product, Value
Waystar Patient Access is awesome. It is one of the only applications of its kind. Waystar pioneered...
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Culture
The product never met the full potential we had been promised during the sales cycle. There were...
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Product, Value
Our staff doesn’t like Waystar and finds the filters for the system cumbersome and easy to break....
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Product
It is very important that we set the product up correctly from the beginning. We must make sure that...
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Operations, Value
The product has a lot of different pieces. We primarily use the product for estimates, but we can...
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Relationship
We have a pretty good working relationship with Waystar. We meet with the vendor regularly. If we...
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Relationship, Product
The product is pretty smooth, but getting tickets resolved takes a while. We wish that things could...
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Relationship
Waystar doesn’t keep all of their promises. We were supposed to get an accuracy analysis, but we...
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Relationship, Product
We don't have a lot of downtime or anything with Waystar, and when they need to do an update, it...
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Operations, Product, Value
The product works as expected, and people are able to use it across the organization when they need...
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Relationship
When it comes to notifying us of things, Waystar is great. They are good at researching when similar...
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Relationship
I have never had anyone at Waystar pass me off to someone else. They all want to solve all my...
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Relationship, Product
There is always something going on with our eligibility functionality from Waystar. That is an area...
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Product
The eligibility function brings everything back. So if we only have pharmacy benefits, the product...
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