Revenue Integrity/Underpayment Services 2022
Finding the Firm That’s Right for Your Organization

Aspirion: Nearly All Respondents Report Exceeded Expectations

“Aspirion is probably one of the most partner-based vendors we run into in the industry. I don’t usually give out high scores, but the vendor support people are pretty impressive. They know things. . . . The vendor is fully transparent about their performance and findings. The vendor’s performance exceeds what we would expect in this space. Their performance is solid and consistent. Aspirion’s metrics demonstrate those things.” —Executive director of revenue cycle

BESLER: Staff Expert at Helping Clients Prevent Missed Revenue

“BESLER is great to work with. They are sharp, and their subject matter experts know what they are talking about. BESLER stays on top of everything going on with CMS. . . . BESLER does good reporting, and they are very responsive when we have a concern with anything they are doing. If we want BESLER to stop doing something, they stop. If we want them to try something different, they try something different. BESLER knows what they are doing, and they are compliant and ethical in their approach.” —Director of revenue cycle

Cloudmed: Most Clients Highly Satisfied; Former Triage Clients Report Post-Merger Dip

Cloudmed was formed in 2020 by the merger of Revint and Triage Consulting Group, and this report sample includes feedback from both client groups. Overall, clients are highly satisfied with the rebranded Cloudmed experience and are achieving desired outcomes. However, some former Triage Consulting Group clients report a noticeable decline in executive involvement and strategic ability. They say the high levels of personal interaction and proactive guidance they received from their former firm have waned, and interactions with Cloudmed feel less strategic and more salesy. For example, one respondent wonders whether they get their money’s worth since they have to invest more internal resources than expected to move the Cloudmed work and relationship forward. Satisfaction among former Revint clients has remained steady. They generally feel they get their money’s worth and are highly likely to recommend Cloudmed’s services. Some note that the relationship is starting to feel more transactional, and some report delays with things like getting more payers added to the system or getting up-to-date on the platform.

“Cloudmed is good to work with. They make their services pretty simple and straightforward. Once the project has been launched, Cloudmed does a good job of taking things from there and driving benefits for us. From that perspective, we have been pleased. We were able to negotiate pretty successfully for a good contract rate. We haven’t encountered any challenges or issues. . . . I would like to see at least quarterly updates from the vendor and more executive engagement beyond just the sales cycle. The updates would be the biggest areas of opportunity. . . . There should be more executive engagements with executives.”  —Business office VP

Revecore: Collaborative Partnership a Strong Satisfier

“Revecore has unique tracks, but they offer a partner approach. They don’t nickel-and-dime or try to preserve their seat at the table. Revecore is really about mutual partnership. They do very well with collaboration, knowledge transfer, and other things that help us improve our processes. We can be assertive regarding our business needs. I have always found that Revecore is very responsive to our needs.” —Business office VP

TransUnion Healthcare: Delivery across Clients Not Consistent; Some Left Wanting More

TransUnion Healthcare is most often used by interviewed clients for Medicare reimbursement; about one-quarter use the firm for insurance discovery or transfer DRG services. Respondents describe TransUnion’s rates as competitive and highlight the firm’s willingness to work with clients on pricing. Based on the results they achieve, clients feel they get a good value for what they pay. Over the last year, some clients have reported a decline in TransUnion’s communication and responsiveness, with some saying they don’t know who their point of contact is. Additionally, some respondents note that representatives and firm executives no longer reach out to them to share insights and market knowledge, and clients’ questions and requests sometimes go unanswered. The poor communication as well as turnover among TransUnion’s staff has caused a decline in the quality of work. Inadequate reporting is another concern for some clients. Due to these issues, over one-quarter of respondents question whether TransUnion will be a good fit as a long-term partner. TransUnion was acquired by nThrive in December 2021.

“The service from TransUnion Healthcare is predictable, and that is kind of the point. There is no guessing, and that is nice. . . . Right now, things are just fine. . . . TransUnion Healthcare had some turnover, so there was a period of a few months where I was confused about who to send things to. There were also issues with communication. There were a few times when I sent TransUnion Healthcare data, and months later, I would get an email asking whether I was going to send them the data I had already sent them. I don’t know what was going on there.”  —Remittance manager

Additional Validated Firms

In addition to the firms covered in this report, survey respondents also mentioned additional services firms and technology vendors as being used for specific areas of revenue integrity/underpayment services. As warranted by market interest, these and other firms may be added to KLAS’ future research.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the last 18 months using KLAS’ standard quantitative evaluation for healthcare services, which is composed of 9 numeric ratings questions and 3 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into five customer experience pillars—loyalty, operations, relationship, services, and value.

To supplement the customer satisfaction data gathered with the standard evaluation, KLAS also asked a subset of respondents several supplemental questions tailored to the revenue integrity/underpayment services market. These questions asked respondents (1) to rate the impact their firm’s education/knowledge transfer has had on their organization’s success and (2) whether they see their firm as a long-term partner capable of meeting future needs. Sample sizes for these two questions are smaller than those for the standard evaluation.