Epic Patient Financial Experience Commentary
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Subject Expert
Dustin Cragun
Research Director
Commentary Summary
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User Commentary
Culture, Value
We have a certain Epic license, and recently, Epic has developed more applications and features that...
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Loyalty, Product
We continue to evaluate what Epic offers in the CDI space. We are so deep in the weeds with Epic; I...
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Relationship, Value
Epic is so creative, and they are designing what the industry needs in a very simplistic way. They...
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Product
Epic has totally integrated systems. They have care everywhere, and they have all types of...
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Product
Epic has a great estimating system. They have automatic payment feature for visits where a patient...
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Loyalty, Product
The process of getting new functionalities for the product that will be beneficial for us can be a...
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Loyalty, Product
I would tell others who are looking at Epic's systems that Epic's products are excellent products,...
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Loyalty, Product
Epic Patient Financial Experience is an integrated solution. In the past, we had to do things...
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Culture, Value
Epic has developed a lot of APIs and different tools, and they are moving things to the cloud. They...
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Product
The system's ease of use depends because physicians have a different experience with the system than...
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Product
Epic's system is integrated. There are a lot of options. Things are easy for the end users.
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Product
The only negative thing we can say about Epic Patient Financial Experience is in regard to...
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Culture, Operations, Product
When we went live, we were under the wrong assumption because we thought that hospital billing and...
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Relationship
We haven’t experienced the best luck with phone support surrounding strategic financial pulls.
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Relationship
Epic notifies us when they find issues, and they give us a lot of heads up. We get really good...
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Loyalty, Product
Epic is our strategic direction, and putting as much of our functionality into the core product is...
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Operations
Sometimes we can struggle a little with the quality and effectiveness of the implementation services...
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Loyalty, Relationship, Product
Epic Patient Financial Experience is a very proactive tool. Epic is constantly working with...
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Relationship
We have a direct line for Epic support. Epic’s people are very accessible. I appreciate Epic...
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Relationship
Epic is always underdeveloping things, and sometimes their timelines get delayed. Overall, though,...
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Relationship
We are getting everything out of the system that we can, and we have received very good engagement...
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Relationship, Operations
Epic has done a nice job of building a community of people who are on the system to learn from each...
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Relationship
There are still opportunities to continue to develop the product based on customers' needs. The...
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Relationship
Epic is willing to partner with us and listen to us about the problems we need them to solve. Epic...
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Relationship, Operations, Product, Value
Epic could improve communication with upgrades. Things don't seem to funnel down. I know there are...
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Relationship, Product
When something happens in life, Epic can’t just develop something because of everything else already...
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Product
I would like to see the hospital billing and hospital-based accounting systems on the same platform...
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Relationship
Epic is very innovative; they help us keep the patient at the focus and center of everything we do....
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Relationship, Operations
Because there are always new things coming up within Epic, things are never perfect. We always have...
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Product
Epic Patient Financial Experience is designed really well for the patients, who are the end users.
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Product, Value
There are a lot of intangible returns from having a portal that is available to our patients 24/7...
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Relationship, Operations
In general, we have had good support directly from Epic throughout our go-live era. And when we do...
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Operations, Value
We are responsible for producing most of our own training materials for our teams, so any...
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Product
We would like to see more flexibility in the tool with what we can and can’t do with patient...
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Product
Functionality and ease of use are things that Epic is always focusing on. We can click around in a...
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Relationship
Epic definitely has a chain of command for providing support. For day-to-day operations, they are...
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Product
Our patients are really satisfied with the MyChart app. Right out of the box, they can set up...
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Product
Epic is starting to get into the AI environment now, and they do a lot of great things on the...
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Loyalty, Relationship
Epic is always talking about the functionality of upcoming versions. That gives us a sense of...
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Culture, Product
With Epic, we always have to be aware of what version they are promoting and what version we are on....
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Value
Epic Patient Financial Experience is an expensive product, but I know that the development and all...
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Operations
With Epic, most of the training is done locally. Epic doesn't do really any training themselves; we...
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Relationship, Operations
Epic has their own culture of wanting to do better with each upgrade. They bring ideas to us, ask us...
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Product
Some of the workflows for the self-pay estimates are a little clunky in the solution; that is...
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Product
Epic's solution is the best product available in this space. It has such an advantage against other...
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Operations
We actually have some beef with Epic's training. Their training is hard because it can't be specific...
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Product
Epic's payer platform has had some misses. Some payers don't go through that platform, so there are...
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Relationship
Epic has good support for our Epic analysts when they need it. We have used many other EMRs, and we...
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Relationship, Product
There are things that we haven't asked Epic for that they have come up with on their own. Those...
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Relationship, Product
Our experience with Epic Patient Financial Experience has been positive. Epic has really matured in...
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Product
Epic Patient Financial Experience could be improved in regard to navigating the benefit engine work...
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Product
The connectedness between Epic's systems for health records and patient accounting is very...
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Value
I have recently been looking at our operating experience, and we have significantly increased our...
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Loyalty, Relationship, Product
We are struggling with some things like the No Surprises Act and government regulations regarding...
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Relationship, Product
We are trying to explore additional relationships with offshore vendors, and navigating Epic's...
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Relationship
Our executives have relationships with a lot of Epic's people and have personal conversations with...
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Loyalty, Product, Value
I can't imagine living without the product. I don't think that there is another system in the...
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Loyalty, Product
The vendor is doing a lot of work with the solution. The AI with the chatbot is exciting. Epic has a...
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Loyalty, Product
Overall, we are satisfied with Epic Patient Financial Experience. There are a lot of functionalities...
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Relationship
Recently Epic’s support has seemed inconsistent. Sometimes we have someone who responds really...
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Product
Patients like the tool. The one confusing thing about it is not anything that has to do with the...
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Loyalty, Product
My recommendation would be that for people in large complex organizations, Epic's system is really a...
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Value
Epic avoids charging for little things. Their system is pretty expensive, but everything is packaged...
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Operations
Something that has gone well with Epic is the implementation partnership. We talk to Epic often....
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Product
The number-one improvement I would recommend to Epic is customization in messaging and branding. It...
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Operations
I haven't heard of any issues with training. The vendor mostly uses a train-the-trainer approach,...
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Value
Some of the ROI that has been demonstrated using Epic Patient Financial Experience is an increase in...
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Product
We need silky smooth functionality around combining single estimates across different Epic instances...
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Relationship
Epic is very good at being proactive. They are aware of things, and they bring things to our...
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Product
There are many tools and segments within the system. For patient financial services in particular,...
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Value
Epic keeps promises as much as any vendor does. Epic charges a massive amount of money.
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Relationship, Operations
Epic is responsive; however, Epic doesn't hire people who know how to do the job. Some people are...
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Product
Epic's system should be fully contained within Epic instead of using interoperability. That is more...
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Operations, Product
The solution is simple and intuitive when it comes to training new users, navigating, and completing...
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Product
If someone asked about Epic Patient Financial Experience, I would share a couple of things. I think...
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Product
What makes Epic stand out is MyChart in general. Epic’s digital platform is fully integrated with...
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Loyalty, Product
I think Epic offers everything we want. One thing Epic continually does is increase self-service...
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Relationship, Product
There are a lot of vendors that do a lot of different things. One thing I appreciate about Epic is...
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Relationship, Operations
Epic helped us configure a lot of the patient financial experience elements. They worked a little...
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Operations
Epic trains the management, but we really do the training because they don't train the end user. We...
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Relationship
We could call Epic’s main support line and get a technical service person on the phone in minutes....
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Relationship, Product
Epic has changed the graphical user interface pretty drastically over the last several years, and...
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Product
Epic Patient Financial Experience has been really beneficial. The product has very little...
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Relationship, Product
I have done multiple reference calls for Epic already. Epic is very proactive and engaged. We get...
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Loyalty, Relationship
The user usually identifies product issues first instead of Epic. There is really no ongoing...
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Loyalty, Product
Epic Patient Financial Experience is doing exactly what we want it to do; however, we don't have the...
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Loyalty
Epic is in the process of moving toward more of a mobile era or mobile solution, but they are behind...
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Product
I like the transparency of Epic's system. Its front and back ends are seamless. In Epic's system,...
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Product
Epic can improve the system's productivity measures for insurance clearance. There is also an...
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Operations
There is always room for improvements with Epic's ongoing training. Furthermore, due to the way...
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Product
Epic is really great at tying their functionality to the gateway and to patient communications....
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Relationship, Product
Epic does not have any real data on the patients' financial experience. Other vendors collect data...
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Relationship
Epic does pretty well with proactive service. They tell us what is coming in what release and when...
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Product
Epic Patient Financial Experience has been pretty good. But there are a lot of state and federal...
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Relationship, Product
There is one thing that we have asked for a few times, and that is itemized receipts. It is pretty...
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Value
Epic's solution is expensive, but it would be very difficult to do our jobs or for us to function as...
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Relationship
Epic's support team is excellent. My Epic BFF loves to solve my problems. We work with a lot of...
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Relationship, Product
If I were to talk to somebody who was wanting to get an Epic instance up and running, I would...
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Operations
The initial training Epic offers is really good, but unless we want to just go and audit a class,...
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Loyalty, Relationship, Product
Epic constantly improves the system to make the patient experience better. They are always doing...
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Product, Value
The team loves the solution. It has made it so much easier for patients to apply and upload their...
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Relationship, Operations
We recently implemented an annual upgrade with Epic. The vendor usually guides us through each new...
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