Waystar Patient Access Commentary
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Subject Expert
Dustin Cragun
VP of Revenue Cycle Research
Commentary Summary
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User Commentary
Product
Waystar had a lot of downtime. I was looking at IT tickets that had been opened more recently, and...
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Product
A lot of times, we need information for things like preauthorizations or predeterminations from...
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Relationship
Waystar is doing much better at being proactive. They are really trying. Previously, they wouldn’t...
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Product
There is a lot of stuff in Waystar's system that still needs a lot of work, mostly for remittances...
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Operations
Waystar refers us to a lot of the manuals and doesn’t necessarily have one-on-one, personal...
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Product
The claims processing and the view in Waystar's system seem to be working well. So Waystar has...
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Relationship
When we have to escalate something with Waystar, the folks we deal with are very good and supportive....
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Value
When we started with Waystar, we had the standard package, and anything additional was an additional...
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Loyalty, Product
Waystar's system is not integrated with our billing system, so we end up having to go into Waystar’s...
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Relationship
Waystar has grown so much, and we are feeling the pain because the response time has slowed down. It...
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Operations, Product
I have never really experienced getting any notifications for implementations from Waystar. I just...
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Relationship, Product
I constantly see the Waystar website changing, and I see new things available. Also, while I don’t...
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Loyalty
Our organization went through a shift in programs, and I made sure that we weren’t changing away...
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Product
Sometimes when we check eligibility in the system, it takes hours for things to come back. That...
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Product
There is always room for growth, but I really like Waystar. I have used multiple different products,...
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Operations, Product
There is not really much training to do with Waystar's system. Because of the type of company we...
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Relationship
Waystar handled the Change Healthcare breach well. They pivoted and delivered reports faster than I...
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Product
Waystar's system works great. I very rarely have to report anything.
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Relationship
Waystar’s support is fine. I don't have any issues. For a while, we had a customer service person...
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Product
The product is good but not great. It doesn't upload into my system. It doesn't put my...
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Product
We are starting to do registration QA with Waystar, but the process is really laborious and kind of...
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Loyalty
Waystar is going to remain for us because they are the selected vendor for our organization, and I...
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Loyalty
We are going to continue with Waystar for funding and eligibility because when I register a patient,...
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Product
We have had instances with Waystar where there have been delays, and transactions are being held up...
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Relationship, Operations
I would not put Waystar in the innovative camp, and I don't see them leading us when there are...
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Relationship, Product
We are working with Waystar to get better at reporting their success with their transactions through...
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Operations
Waystar Patient Access is working really well in interfacing with Epic, so we have no concerns. Even...
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Product
I don't know whether the issue is completely on Waystar or if Waystar can even do something to...
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Operations, Value
We tried to go live with a separate vendor from Waystar with our real-time authorization. We worked...
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Relationship
A lot of Waystar’s support goes through a ticketing system. If there is a delay with the ticket, I...
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Loyalty, Product
As more and more providers are on Epic, I think Epic has an Epic payer platform now where they are...
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Relationship, Operations
We have a little more room to grow with Waystar, but in general, we are happy. We appreciate the...
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Product
I am happy with the information we get from Waystar, and the only real limitations that I see are a...
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Product
Waystar Patient Access does well with real-time eligibility. Waystar Patient Access is built into...
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Relationship
If there is any kind of problem with Waystar Patient Access, I get notices immediately. I'm able to...
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Product
There are still some advances I would love Waystar to make. For example, our employees have to click...
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Product
One functionality that would be helpful is the automation of recurring accounts. Those are the kinds...
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Relationship, Operations
Waystar is responsive, but they just don't always have the build we need. They hear what we need,...
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Relationship, Operations, Product
Waystar keeps their promises, but it just takes them a long time to get there. For example, there...
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Relationship, Product
We do have quite a few interruptions when Waystar Patient Access goes down, and we have to wait....
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Relationship
We would like educational opportunities for what we are using versus what is offered in Waystar...
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Product
I would give the functionality in Waystar Patient Access a little lower rating than I might have in...
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Loyalty, Relationship
Waystar recently announced that they are going public. That gives me pause and makes me wonder...
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Relationship
I don't really interact with the vendor's support people much in my role. I don't have a need for...
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Product
Waystar is constantly bringing new solutions to us, and they definitely keep us up-to-date. We...
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Product
We don't have any issues with integration. Waystar’s system flows into Epic's system; we are fully...
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Product
Waystar has a lot of connections, so we can pretty much get eligibility for any insurance company...
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Relationship, Product
Most of the insurance verification issues that we encounter are payer related. Waystar does a good...
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Loyalty, Product
We could benefit from coverage detection for self-pay patients on the front end or preservice. Right...
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Product
I love the system's speed and ease of use. We can customize it to show what we want it to display,...
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Operations
It is very easy to use and train people on Waystar Patient Access. We get training from the vendor...
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Product
I don't know whether this is something that Waystar could do, but we would like them to get payers...
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Operations
I had to ask for additional training on things. Waystar is very much driven by PowerPoints, not...
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Relationship
Waystar Patient Access itself does what we want it to do. I wish the end users could do more things,...
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Relationship
Waystar's customer support team communicates very well, but they are not great at solving our...
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Operations
The one thing I did not see with Waystar’s implementation, but I have seen in every other company,...
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Relationship
Waystar has regular calls with our leadership to find out what is going on, stay on top of things,...
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Relationship
Waystar responds to and gets on top of issues. However, their service is more as needed than...
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Relationship, Value
Waystar Patient Access is just expensive, but we have had a good return on investment. An...
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Loyalty, Product
Waystar has grown so fast, and I don't know that the products have kept up. We would like Waystar to...
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Relationship
I would recommend Waystar to people. They are easy to work with. They do what they say they will do....
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Relationship
When we realized we had issues, we started working with Waystar to make things better. So we aren't...
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Relationship
It would be great if Waystar would give us a heads-up at least a few months prior to coming out with...
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Loyalty, Value
I know we are currently having some issues with Java. Waystar requires us to use Java when we go in...
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Relationship
Sometimes the support team at Waystar takes a lot longer than anticipated to get issues resolved....
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Product
I love being able to go through Waystar to get through our EHR system. I utilize that all the time,...
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Culture
Waystar sends invoices out quite frequently. Looking at some of the invoices, they also give us a...
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Relationship
The support team is fantastic. We had issues initially, but we got there. We opened up a support...
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Operations
I haven't had a lot of additional training other than what we just recently went through. That is...
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Relationship
We don't hear from the Waystar executives. I would like to have a yearly meeting just to go over and...
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Relationship
We did not have a really good experience with Waystar until we got a new representative. Now, things...
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Loyalty
With Waystar, we are going into the authorization initiative. We are really putting a lot of...
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Culture, Product
There are times when the system says that our claim is at the payer. Then, we will get 30 days out...
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Product
The system has a lot of reports, but those are generalized reports that aren't detailed. We often...
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Relationship
We were able to talk to a higher-up from Waystar about our issues, and they made sure that...
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Relationship
We had a lot of issues, and when things went wrong, the vendor always said those issues were someone...
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Culture, Loyalty, Product
After we purchased the system, we had a lot of issues. However, Waystar is getting better. In the...
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Loyalty, Operations, Product
I'm hearing good things about Waystar Patient Access. Waystar is still evolving and refining their...
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Loyalty
We are switching everything, including our clearinghouse, real-time eligibility, and claims systems...
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Product
The system has a box that can be used with payers. If they have the proper information, the vendor...
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Product, Value
The system has minimized the work for our prior authorization team. We don't even have to touch all...
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Culture
A lot of the things that Waystar made promises to us about in the beginning took a while to tweak,...
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Relationship
Our Waystar account representative is very responsive, and they get back to us quickly, even if they...
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Loyalty
We are moving away from the system because it doesn't have as many integration options with our EHR...
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Product
The system's user interfaces are nice, and our staff members have found that the tool is easy to use....
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Culture
When we initially purchased the system, we were told that there was a certain module that we could...
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Relationship
We have asked Waystar for a certain thing to support a patient access initiative, but it has been...
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Loyalty, Product
We have had ongoing issues with optimizing the system. For example, we are still working through...
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Relationship
Things with Waystar have been going well overall. We meet with the customer success team on a...
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Product, Value
I think that Waystar should be able to make their estimation tool patient facing without any...
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Relationship
We have had a good experience with Waystar. It has been a little challenging too because the vendor...
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