Claims and Clearinghouse 2016 (Large Organizations)
Who Delivers the Guidance and Tools Providers Need?

Most providers using Navicure or GE Healthcare see them as partners who go above and beyond contractual obligations to empower customers. Providers praise Navicure for their communication, for the family-like atmosphere account managers develop, and for their willingness to go above and beyond to ensure satisfaction. GE customers feel enabled by provider-driven technology that gives them the functionality they need to succeed and makes them feel that GE is invested in their success. ZirMed and Availity customers are the most content with their vendor relationship, though many do not feel it is a partnership. TriZetto customers say that the previously customer-centric support is now more reactive.

Of the customers who could respond when asked about their vendor's preparation for upcoming changes to VBC reimbursements, customers of vendors with larger average customer sizes are less satisfied than those of vendors with smaller customers. Providers using both GE and Allscripts experience the most dissatisfaction and report only limited VBC engagement from their vendor. These providers would like more proactive guidance and advice about best practices and more direct training to help them with their VBC goals.

Change Healthcare has been seen by providers as a laggard in the clearinghouse market for several years. One-quarter of large providers who recently changed vendors considered Change Healthcare's new platform but decided against it. Many providers are still leery about Change Healthcare's past. However, early users of the new platform give very positive reports concerning its integration, pricing, and overall functionality and say they get consistent updates and have little-to-no downtime or performance issues.

Between one-quarter and one-third of larger Allscripts respondents plan to leave the vendor; lack of integration with Allscripts' own PM and EMR systems is cited as a major factor. Multiple providers also report pricing issues and generally poor relationships that lack needed outreach from support personnel and executives. In contrast, all large ZirMed customers plan to stay with their vendor; they feel ZirMed has knowledgeable, proactive service, gives good guidance, and exceeds expectations by offering superb functionality.