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Waystar (Patientco) Financial Experience
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Mac Boyter
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KLAS Research Director - Mac Boyter
 
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User Commentary

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Implementation and Training

My doctors are really embracing the idea of an EHR. They researched EHRs, and Greenway Medical was...

Nov 2022
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Functionality and Upgrades

Users can sit down and start using the Centricity PACS-IW fairly easily, but there are some changes...

Nov 2022
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Analyst/Coordinator

Relationship

We don't really get any economies of scale, and that is a bit of a pain point. We have incorporated...

Nov 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

Waystar is always proactive in pushing forward new initiatives and working on things on the back end...

Nov 2022
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Analyst/Coordinator

Functionality and Upgrades

Waystar has a good product. We have regular business reviews, and we get high patient satisfaction...

Nov 2022
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Analyst/Coordinator

Service and Support

The support team has not been so great. I would rate our account representative's responsiveness and...

Nov 2022
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Analyst/Coordinator

Relationship

Waystar is always looking for ways to enhance things, such as doing statement suppression, getting...

Nov 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

We pay an exorbitant platform fee. We have asked Patientco for insight and a breakdown of what that...

Nov 2022
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CIO

ROI / Cost (care and feeding)

The system has had a positive impact on our patients because the first part of the implementation...

Oct 2022
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CIO

Functionality and Upgrades

The only downside to Waystar Financial Experience is that there is a learning curve for patients....

Oct 2022
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CIO

Service and Support

Waystar has a highly skilled and customer service–oriented staff, and that is great. There was a bit...

Oct 2022
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CIO

Service and Support

We are happy with Waystar and have had no issues with their support; everything has been going very...

Oct 2022
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Director

Functionality and Upgrades

On multiple occasions, I have recommended what is now Waystar Financial Experience to multiple...

Sep 2022
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Director

Functionality and Upgrades

Waystar meets the goals that we are trying to achieve today. We have had a few bumps in the road,...

Sep 2022
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Manager

Relationship

When we implemented the product, the vendor was in the midst of transitioning from Patientco to...

Aug 2022
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Manager

Service and Support

Waystar has worked with our folks to create the file transfers and do what needs to be done with...

Aug 2022
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Manager

Functionality and Upgrades

I really liked the way things worked, and then Waystar shifted some reports and the look and feel of...

Aug 2022
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Manager

Relationship

Waystar sends out emails to notify us when they are having issues with their payment devices. They...

Aug 2022
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Manager

Functionality and Upgrades

The Waystar product has a convenient patient portal for payments. It provides patients with the...

Aug 2022
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Manager

Functionality and Upgrades

Waystar has a good product, and it works really well. It interfaces with our practice management...

Jun 2022
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Manager

Implementation and Training

Waystar’s onboarding process is extremely confusing and hard to get through. We didn’t have a good...

Jun 2022
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Manager

Implementation and Training

Waystar had the worst implementation I have ever been through. They seemed to be very disjointed and...

Jun 2022
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Director

Relationship

Patientco is now owned by Waystar. Waystar does our clearinghouse services as well. We don’t like...

Jun 2022
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Director

ROI / Cost (care and feeding)

The Patientco system is really good for large practices, but it is not good for small practices. It...

Jun 2022
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Director

ROI / Cost (care and feeding)

We have integrated credit card payments through the Patientco system, and that integration is...

Jun 2022
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Director

Lessons Learned

The vendor only does exactly what the contract states. I wasn't involved in choosing Patientco, so...

Apr 2022
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Director

Functionality and Upgrades

Patients can get on the portal and look at their balance and statements. Patients can make a payment...

Apr 2022
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Director

Service and Support

My contact person has been fabulous in trying to help me resolve issues.

Apr 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The Patientco system is very easy to use, and it was easy to implement. We have great support from...

Apr 2022
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Director

Relationship

The vendor made sure that we could all be in sync with their system and have the same information....

Mar 2022
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Director

Functionality and Upgrades

Our patients are really happy with the system because they find it to be really easy to use. We have...

Mar 2022
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Director

ROI / Cost (care and feeding)

We have seen a massive increase in our patient collections since we went live with Patientco's...

Mar 2022
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Director

Other Observations & Comments

Since the COVID-19 pandemic, we have seen an overall degradation in the client support that we have...

Mar 2022
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Director

Lessons Learned

I wish that Patientco had a broader base of their hardware that could be used with our solution....

Mar 2022
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Director

Relationship

Patientco is very good at communicating with us about issues. They are very forthcoming. I have no...

Mar 2022
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Director

Other Observations & Comments

I wish that Patientco's system were cheaper. However, it is hard to put a dollar amount on what they...

Mar 2022
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VP/Other Executive

Implementation and Training

The implementation process has been pretty daunting. I really hated replacing the credit-card...

Jan 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Our collections and measurements look pretty good. We are beating our year-over-year performance,...

Jan 2022
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VP/Other Executive

Other Observations & Comments

I can't say I was particularly happy about Patientco being purchased by Waystar. There is typically...

Jan 2022
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VP/Other Executive

Implementation and Training

The vendor has done a really nice job maintaining their promises in terms of getting us live in a...

Jan 2022
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VP/Other Executive

Functionality and Upgrades

The vendor has done extremely well. We went from having a very broken model to the vendor being all...

Jan 2022
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VP/Other Executive

Relationship

As our relationship with the vendor organization was forming, I was able to deal with a higher-level...

Jan 2022
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VP/Other Executive

Other Observations & Comments

The only issue we have is that we have so much hardware and technology with the vendor that not all...

Jan 2022
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VP/Other Executive

Service and Support

All I have heard from others using the system in our facility is how well the system works. The...

Jan 2022
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VP/Other Executive

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

We chose the system for quality improvements, but it wasn’t the cheapest product out there....

Jan 2022
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VP/Other Executive

Future Outlook

We have been very happy with the vendor. The vendor is putting some opportunities in front of us for...

Jan 2022
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VP/Other Executive

Relationship

Patientco has had a lot of attrition with some of their top leaders. The people that sold us the...

Jan 2022
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VP/Other Executive

Service and Support

The vendor’s support people have done a good job. Whenever I have needed something, they have worked...

Jan 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Patientco has set fees predetermined in the contract. They don't deviate from those fees. We don't...

Jan 2022
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VP/Other Executive

Technology

Patientco needs to keep evolving in terms of how they can make a better product. There are a lot of...

Jan 2022
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VP/Other Executive

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

We have been very satisfied with the service. The one reason we contracted with Patientco was that...

Jan 2022
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VP/Other Executive

Other Observations & Comments

We use the Patientco system for the billing piece of another vendor's solution. We provide a link in...

Jan 2022
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VP/Other Executive

Future Outlook

The product is working great. We don't have any problems with Patientco. Patientco is a great...

Jan 2022
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Manager

Functionality and Upgrades

There are some changes that are taking too long for Patientco to put into place.

Dec 2021
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Manager

Other Observations & Comments

I don't ever use Patientco's support because I have a specific contact there. I typically get...

Dec 2021
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Manager

Functionality and Upgrades

I love Patientco's system. It is very easy to implement. There are good ratings on the Patientco...

Dec 2021
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Related Articles
Article
KLAS article icon
Improving the Patient Financial Experience
29 January 21    |   Alex McIntosh and Mac Boyter
Our recent report on patient financial engagement and patient financing services gives a current snapshot of how vendors are performing.



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