Not as Comprehensive as Expected
What do you like best?
The platform communicates with our EMR, so that was a good thing.
What do you dislike?
The basics for billing are there, yet there is a lot that needs to get done that still requires us to have staff handle billing on our end. We were told to expect that all our billing needs would be met, that was not the case. We've had multiple changes to the person on their end responsible for our account. The call center had our patients on hold for as long as 45 minutes and we finally had to stop using that aspect of the service, we have felt as though there has been no support. We have to find the errors, in multiple years there has been no account review to find zero pays or accurate reimbursement from carriers; we have to do it ourselves. Not at all what we expected from our sales reps presentation. I have seen no efforts to make changes that benefit a business, ideas to improve their platform for their clients have been given. Nothing has changed. Any corrections we have to fix and email them to reprocess. I've met with other vendors that offer more business support, input carrier contracts, verify reimbursement is appropriate; so bi-annual scrubbing of claims to resubmit zero pays, etc. for less than what we pay.
Recommendations to others considering the product:
Know exactly what needs you have, write them down, and get all their promises to meet those needs in writing. Not in their standard contract, in that contract there isn't much offered. The sales rep will promise the moon, you're getting the grass. Be prepared and assertive.
What problems are you solving with the product? What benefits have you realized?
The claim gets billed, the system applies electronically the carriers response is applied. That's it.
