Value-Based Care Managed Services 2019
Which Vendor's Profile and Performance Match Your VBC Needs?

Evolent Health Evolving Strategy; Lumeris a Good Partner for Many

Evolent Health and Lumeris take on some of the largest, most complex VBC engagements, working with very large organizations, including academic health systems and large IDNs. Each has a number of clients in this research who are happy with the service they have received. In Lumeris’ case, over half are highly satisfied. However, neither firm delivers consistently across clients, with many client frustrations stemming from a lack of execution.

One-fourth of Evolent Health customers report dissatisfaction overall, with several citing disappointment in the firm’s execution and partnership. In general, Evolent overpromises and underdelivers, leading to missed timelines, unkept promises, and lack of trust in Evolent’s data. Evolent has indicated that while they will continue to work with health systems that embrace VBC, their provider growth strategy will focus more on physician groups. In the payer market, Evolent will focus on serving existing health plans in their value initiatives.

Many clients identify Lumeris as a good partner, saying the firm is willing and able to adapt to unique needs, even if it takes a while. At the same time, some report that turnover issues and resource shortages have led to poor execution and a disjointed customer experience.

Caravan Health provides less experienced organizations a fast on-ramp to value-based care through Caravan-managed ACOs. The firm’s leadership is considered innovative and knowledgeable. Some clients feel they eventually outgrow Caravan’s standardized approach and are concerned the net benefit no longer justifies the cost.

Conifer Health Solutions’ long history of managing capitation for physician organizations and health systems has resulted in accurate, actionable data, a robust tool set, good reporting, and overall reliability, leading to enduring relationships and good perceptions of value.

Four of the five top-performing PHM software vendors have forayed into VBC managed services. Each has unique strengths. Serving mostly outpatient clinics, HealthEC is a consistently high performer for their smaller client base. Most clients are taking on more limited risk through Shared Savings and Medicaid programs. Clients report very strong partnership and collaboration, describing their vendor relationship as unique from any other they have. This includes appreciation of the firm’s executives, in whom clients have strong trust.

Arcadia is noted for being responsive and transparent when challenges arise, for not shying away from difficult situations, and for being willing to adapt to clients’ unique needs. Some smaller clients report that Arcadia gives them the same attention a larger client would receive, leading clients to feel the firm is a true partner. Health Catalyst clients report a strong sense of partnership with the firm’s broad bench of experts and say they receive proactive coaching and believe the firm really wants to help them improve. Lightbeam—a lower-complexity firm—is highlighted for proactively checking in with clients and soliciting feedback.