Waystar Patient Access Commentary
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Subject Expert
Shawn Howell
Engagement Partner
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User Commentary
Product
With the whole Change Healthcare thing, we were affected because Waystar does use Change Healthcare,...
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Relationship, Operations, Product
Whenever we need something put in place, talking with Waystar is like talking to someone who has no...
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Relationship
I can't say that Waystar's support is bad, but the vendor isn't transparent. If I submit a ticket, I...
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Culture
Waystar has gotten better when it comes to our partnership, and they are trying. We reached out to...
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Culture
For the most part, Waystar isn’t transparent or fair with charges. We actually had to inquire about...
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Product
Waystar Patient Access is limited in its ability to flex into the professional space and support...
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Operations
There has not been a formal training program from Waystar specific to our workflows. Many aspects of...
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Loyalty, Product
Waystar Patient Access has room to grow, and I expect our experience with the solution to be...
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Relationship, Product
Waystar is a good partner that consistently looks to evolve and focus on innovation, including AI...
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Relationship, Operations
We have ongoing meetings with Waystar and continue to escalate issues even after the go-live across...
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Product, Value
Waystar Patient Access is way better than what we had before. Using the system is easy. It is the...
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Loyalty, Product
Waystar Patient Access could be better with benefit customization and response-history...
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Loyalty
We do prior authorization manually. We looked at using Waystar's system for that, but we didn't get...
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Operations
There was a lack of communication here and there with our implementation of Waystar Patient Access....
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Culture, Product
Waystar advertises their new technology very well. I don't know about delivering things that meet...
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Loyalty, Relationship
We went with Waystar's system because we wanted to go with one of the best systems out there, and...
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Operations
Our implementation of the system was very rocky. There were issues and things that still haven't...
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Relationship
The support is still solid. My business manager handles most interactions, and they have nothing but...
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Product, Value
Patient estimates remain the main area for improvement. The issue is the same as it has been....
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Operations, Product
Things with Waystar's system are mostly the same as they were last year. The system is still easy to...
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Relationship, Product
When the system is working correctly and everybody has access, I don't have a problem. I think...
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Relationship
For support, we can go directly to our support person, or we can go directly to the help desk...
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Operations
We had an issue for a long time, and nobody knew what was going on. I don't know where the breakdown...
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Loyalty
Once we get a certain issue all settled, the system is really doing everything we were initially...
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Loyalty, Product
I prefer Waystar Patient Access over every other system I have ever used. I prefer the layout of the...
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Relationship, Product
Sometimes it takes a really long time for eligibility to come back. That doesn't happen super often,...
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Relationship, Product
The system integrates with our practice management tool. Waystar is open to what we want to do. The...
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Culture, Product
The product absolutely works as promoted. I recommend the system every chance I get. I heard about...
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Operations
Waystar's implementations are good. Our organization is an expanding organization, so we do...
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Relationship
We love Waystar's executives. We just had a change in our direct point of contact. Our previous...
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Loyalty, Relationship, Operations
We have some things going on with our API right now. When we first set everything up, we understood...
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Loyalty, Product
It is important in our industry or our business to have many of our vendor relationships...
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Loyalty, Relationship, Product
Right now, we are having a certain issue, so we have had to revert. We have made a lot of progress...
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Relationship
There have been a couple of times I have had to escalate things, and Waystar has gotten the right...
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Product
Especially as we are developing the interface, using Waystar’s product and doing everything has...
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Value
There are a couple of things that Waystar could charge a little less for, but overall, I think I get...
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Loyalty
My overall satisfaction in a year will probably be the same. There are some things where I don't...
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Loyalty, Relationship
We went to Waystar’s user meeting last year, and I watch a lot of their webinars and things, and I...
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Product
Waystar’s system is very solid and integrates within itself very well. It is super easy to use. I...
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Loyalty, Product
In so many cases, the solution doesn't return complete information when we are verifying benefits...
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Product
Regarding insurance verification, I understand that Waystar generally just passes through the...
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Loyalty, Product
The pieces that could be a little better are all related to Waystar not pulling back all the...
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Operations
For the system's implementation, we had to phase in certain things based on the payer. That was kind...
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Loyalty, Product
With eligibility, we are doing some work around specific plans. We don't want Waystar to just send...
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Relationship, Product
Waystar is trying really hard to leverage AI and automation wherever they can. They are also working...
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Culture, Value
Waystar is a great partner. They don't nickel-and-dime us on things or add surprise fees to things....
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Relationship
I think Waystar does have a vision, and they are trying to meet the needs of other providers....
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Value
Waystar Patient Access is very expensive. I oversee our budget, so I'm probably a little spicy about...
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Product
Most things go through our EHR workflows, but there is one thing from Waystar that we don’t...
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Culture, Loyalty, Relationship
One of the main reasons I enjoy working with Waystar is that there are times when they are very...
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Relationship
Waystar keeps their promises about 80% of the time. With any business partner, they overcommit...
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Relationship, Product, Value
When we are doing automation and sending things out to payers, sometimes the bots break down or...
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Operations
With Waystar, we have a difference in training philosophy. A lot of business partners have a...
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Relationship, Operations
We get good support from Waystar. When we made a transition to this solution, we had a project...
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Relationship
Our account manager is good. They have scheduled a recurring meeting with us to talk about anything...
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Loyalty, Product
The product doesn't give us some stuff. We tried out authorizations, for example. Everyone was super...
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Relationship
I'm extremely satisfied with the vendor’s proactive service because I get alerts from the vendor. I...
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Operations
With training, Waystar provides a lot of stuff on their website, but it is up to us to go find it....
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Relationship
Waystar keeps their promises; they just aren't very timely. When I open a ticket, Waystar is very...
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Loyalty, Product, Value
Waystar Patient Access is a really great solution. The vendor is always doing a ton to make sure...
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Value
Waystar doesn't nickel-and-dime us for everything. We definitely get our money's worth. If something...
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Loyalty
We have quite a few tools with Waystar, and they are always bringing us new tools or upgrades and...
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Relationship
Waystar wants to close cases right away because cases that are left open will affect their key...
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Relationship
We meet with Waystar's executives regularly. If we go to conferences, the vendor's people will make...
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Relationship
Waystar is always working with us. If they need to change a record ID or if we don't have something...
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Relationship
I am very happy with Waystar. We have a great partnership with them. A lot of the things that...
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Relationship
We have had one Waystar client success manager for the past several years. That person has built a...
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Relationship
Waystar's system is very intuitive. There are glitches with payers sometimes, but Waystar is always...
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Product
Waystar has really beefed up their coverage-detection application in the last 12 months in terms of...
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Loyalty, Product, Value
Waystar Patient Access has helped us with our scalability quite a bit, and we have some gaps in our...
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Operations
Waystar came on-site and met with our leaders and really laid out their vision and direction over...
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Culture, Operations
We are right in the middle of hell right now. Waystar promised us that our transition from our...
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Relationship
From a support perspective, Waystar’s team is really good. My client services person is great. The...
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Loyalty, Relationship
We had already planned on transitioning over to Waystar, but when the whole Change Healthcare...
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Loyalty, Operations
This whole go-live has just been terrible. Waystar has training documentation. They just need to be...
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Relationship
Over our time with Waystar, we have had several different go-to people assigned to us. Things start...
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Operations
With the Waystar system implementations, certain specialists are tied to certain areas, but I don't...
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Relationship
What I don't like about Waystar is that when there is an issue and we reach out, I feel like I don't...
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Operations, Product
Waystar has come a long way, but I still feel like they are not up to where other vendors are. They...
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Loyalty, Relationship
Waystar does as good a job as any other vendor I have worked with on delivering promises reliably...
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Product
Waystar's system is integrated pretty well into our EHR, so I have to give Waystar high marks there.
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Relationship, Product
Waystar’s real-time authorization tool is something new for us, and it is a lot of hands-on work to...
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Culture, Relationship
When Waystar talks about new products, sometimes they are a little premature in bringing those...
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Operations
Waystar didn’t do a great job on the training part, and they could have done better. I would have...
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Value
Waystar's solution is an expensive product, and there have been some issues regarding add-on costs,...
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Relationship, Product
Waystar's system seems to have a fair number of outages or instances of slowness. Waystar tells us...
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Product
Except for some of the performance stuff, the functionality and things we need Waystar's system to...
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Commentary Summary
Comment Type Breakout