• Product Usage: Fertu is used to engage with pediatricians and their staff at scale through cold calling and fax-based communication, oversee continued nurturing of relationships, and manage newsletters and webinars.

• Strengths: Fertu is very focused on the customer’s requirements, has broad communication capabilities (phone, SMS, direct mail, and fax), and provides personalized service.

• Weaknesses: The personalized service model that Fertu employs might not scale with the growth of the company, creating potential challenges in the future.

• Overall Judgment: Fertu is a valuable tool for outreach and engagement, especially when dealing with audiences that require more traditional methods of communication. Issues and bugs are promptly addressed, and the integration with HubSpot is seamless. Fertu is seen more as a high-quality custom service than just a product.

• Product Usage: The product is primarily used for dictating patient notes in both telemedicine and hospital environments, with the AI function capable of transcribing conversations accurately.

• Strengths: The product excels in quick and accurate transcription, recognition of names of places and people, and minimal downtime. Audio is saved locally during downtime for later transcription.

• Weaknesses: The product does not allow an option to select patient’s pronouns and occasionally misinterprets certain words (a problem referred to as ‘hallucinating’).

• Overall Judgment: Despite its flaws, the product is deemed effective, time-saving, and well managed by the company, with excellent customer service and receptive to user feedback.

• Product Usage: The product was used as a HIPAA-compliant patient engagement and marketing across a variety of communication channels.

• Strengths: The product showed strengths in commitment to compliance, customizability, and an ability to effectively manage multiple communication channels.

• Weaknesses: A noted weakness was the lack of self-service options aside from reporting, which required a significant amount of time and effort from the customer.

• Overall Judgment: Despite the need for more self-service options, the product was seen as valuable in achieving high activation levels among customer populations and providing necessary scalability. The team deemed their decision to use this product as correct.

• Product Usage: Cal.com is predominantly used for scheduling appointments, sending confirmations and reminders, as well as hosting telehealth visits.

• Strengths: The main strengths are its user-friendly interface, HIPAA compliance, and ability to manage different time zones.

• Weaknesses: The main concerns circle around its payment system, bugs with rescheduling and cancellations, and the inability to send automated texts without a double opt-in.

• Overall Judgment: While Cal.com has proven to be useful given the scale of operations, improvements related to bug fixes and the payment system are crucial for future scalability.

• Product Usage: The product is used for experimentation at the top of the sales funnel to increase service bookings and provides a platform for running tests without extensive engineering work.

• Strengths: The product has strong capabilities in handling complex conditional logic, allowing for use of code in creating calculated variables that drive conditional logic, offering a higher level of customization, and providing excellent customer support.

• Weaknesses: There’s a learning curve in getting acquainted with the product and its functionalities and difficulty in saving drafts.

• Overall Judgment: Overall, the product is highly beneficial for growing companies with limited engineering resources, despite minor UI drawbacks and a slight learning curve.

• Product Usage: Symplr is used for the peer review process to monitor provider quality for a behavioral health group, streamlining an originally manual operation.

• Strengths: The platform was affordable and the company offered responsive customer support throughout implementation.

• Weaknesses: Symplr suffered from an antiquated user interface and problematic account setup for providers which was difficult to manage on a large scale.

• Overall Judgment: Despite the affordable cost, the user interface difficulty and provider setup issues resulted in dissatisfaction with the selection of Symplr for peer review operations.

• Product Usage: NexGen was purchased to automate claims processing and to reduce manual efforts.

• Strengths: The robust feature set was a standout, including automation capabilities and complex billing rules.

• Weaknesses: The software’s reliability and customer support were both heavily criticized.

• Overall Judgment: Despite early signs of improving the billing rate, disappointments in system reliability and low-quality customer support made the reviewer reconsider their choice.

• Product Usage: Change Healthcare’s APIs are used for claim submission, claim status, and eligibility checks.

• Strengths: The product offers a self-serve option and flexible contract terms that are useful in testing and adjusting business requirements.

• Weaknesses: Customer support, onboarding and sales processes are disorganized and unresponsive, making it hard to address custom needs and software issues.

• Overall Judgment: Though not entirely satisfied due to several challenges, the company intends to renew the contract due to the high cost of switching to another service provider.

• Product Usage: Hint Health manages all aspects of membership billing for a concierge medical service.

• Strengths: Hint Health’s strength lies in its flexibility to cater to complex subscription types in healthcare and robust API for integration; strong in-house support adds extra value.

• Weaknesses: The service could potentially be more beneficial if the practice used all its features, such as the ones catered to Direct Primary Care practices, which are slightly different from concierge services.

• Overall Judgment: This product has been an excellent fit for the company’s needs, with reliable functionality and responsive support, making it superior to previous platforms used by the company (Zuora, Quickbooks).

• Product Usage: Modio is used for credentialing tracking and verifying licenses across diverse behavioral health categories in different states.

• Strengths: Modio is intuitive, makes data entry easy, verifies licenses effectively, and provides a helpful feature to send out forms for completion or signatures.

• Weaknesses: Modio does not run checks automatically and fails to alert users about skipped required fields, and sometimes the verification doesn’t match up to the appropriate licensing board.

• Overall Judgment: Modio is effective and supportive for the company’s needs, but as the company has grown, it’s proven not as efficient due to lack of automation and integration for larger-scale needs.

• Product Usage: The primary use case is tracking sales information, logging calls, meetings, and prospecting activities; Salesforce is also used for dashboarding and reporting, partnership management, admissions and intake process, verification of benefits, and post-treatment care.

• Strengths: Salesforce’s strengths lie in its flexibility to handle various types of data and workflows, the ability to automate reporting, sending notifications and emails based on triggers, and its ability to integrate with numerous systems.

• Weaknesses: The product’s weaknesses include limitations in visualization, dashboarding, and complex reporting, and a dated user interface; furthermore, too much flexibility can lead to a bloat with features and functionalities.

• Overall Judgment: Despite some drawbacks, Salesforce is a valuable tool for managing a wide range of processes within the company, from sales tracking to patient admissions and intake, making it a favorable choice.

Product Usage: The product is used by healthcare providers for scheduling, consultations, telehealth appointments, claims billing, and member data management.Strengths: The strength is its API that performed well with 700 endpoints, enabling customization and enhancement by the company’s engineering team.Weaknesses: Weaknesses include problems with Careequality integration and occasional errors in API documentation that do not match returned data. Overall Judgement: Despite minor issues, the product is seen as a good fit for the company’s needs, providing the flexibility required for a unique digital healthcare model.

• Product Usage: Used as the primary platform for clinicians and coordinators, allowing for patient registration, scheduling, visits, and communication entirely through Tellescope, except for clinical note documentation, which is done on Elation.

• Strengths: Tellescope has an advanced scheduling system that accommodates multiple providers across different states and the open API which permits quick and flexible amendments.

• Weaknesses: The user interface could be enhanced on both ends (patient-facing and clinician-facing), with an additional need for better onboarding and user guidelines for new functionalities.

• Overall Judgment: Despite minor shortcomings, the product’s unique positioning, continuous development, and responsive customer support make it an excellent choice for their needs.

• Product Usage: Candid is mainly used for post-visit claims adjudication, including claim submission, payment posting, denial management, accounts receivable, and reporting.

• Strengths: The product offers a clear user interface, sufficient denial management functionality, responsive customer service and is more cost-effective compared to competitors.

• Weaknesses: The product lacks the ability to bulk edit claims and some configuration options are not available to end users but must be done by their engineering team.

• Overall Judgment: Despite minor areas for improvement, the product is a valuable, cost-effective solution to revenue cycle management, with excellent customer service and a straightforward user interface.

• Product Usage: The reviewer uses CertifyOS for handling licensing and credentialing requirements of their national telehealth company.

• Strengths: CertifyOS has been successful in obtaining licenses for the reviewer’s organization, providing good customer service, and beneficial pricing.

• Weaknesses: Communication, lack of transparency, handling multi-state telehealth credentialing, and a non-intuitive dashboard have been notable downsides.

• Overall Judgment: The product is suitable for straightforward licensing requirements, but struggles with complexity, particularly relating to telehealth credentialing across multiple states.

• Product Usage: Ambience, an AI scribe, is integrated with athenahealth and is used for patient consultation and note-taking, enabling the clinicians to focus more on patient care.

• Strengths: Ambience records every consultation, automates note-taking, and is a significant time-saver; it takes only a couple of minutes to produce a note that requires minimal editing.

• Weaknesses: The system may experience outages, disrupting workflows, and sometimes producing inaccurate medical notes.

• Overall Judgment: Despite its weaknesses, Ambience has generally met the company’s key requirements, and the majority of their clinicians appreciate it.

• Product Usage: The user employs the CertifyOS platform for credentialing purposes only, utilizing a credentialing dashboard for tracking progress and submitting requests.

• Strengths: CertifyOS offers a wide range of services including licensing, credentialing, payer enrollment, renewal, and primary and secondary source verification.

• Weaknesses: The user found the organization to be somewhat disorganized and experienced substantial delays in the credentialing process due to the unavailability of immediate responses from subject-matter experts.

• Overall Judgment: Despite some improvements since a subject matter expert began joining their calls, the user remains uncertain about trusting CertifyOS to effectively scale with them and license and credential a large number of providers due to their early experience.

• Product Usage: The product is used for back-end revenue cycle processes, from claim submission to payer and patient payment reconciliation.

• Strengths: The product is flexible, accepts APIs, and works with a variety of claim formats.

• Weaknesses: The product is a startup, meaning they are still building and developing certain features that established products already have.

• Overall Judgment: The reviewer deemed their choice of Candid Health to be the right one as it provides flexibility and partnership that other mature products might not offer.

• Product Usage: The reviewers, working in a health services startup, use Weave for patient communications, particularly making phone calls and sending SMS to patients.

• Strengths: Weave’s strengths include affordability, HIPAA compliance, and basic communication functionalities like voice call and SMS.

• Weaknesses: Weaknesses comprise dispersed and inconsistent customer support, lack of software-based option, and difficulties in phone setup.

• Overall Judgment: The reviewers find Weave satisfactory for the current basic communication needs, though they express concerns about its ability to meet future requirements.

• Product Usage: The team mainly uses the Adonis for claims processing, with Adonis taking full control of the RCM process.

• Strengths: Adonis’ RCM services require minimal involvement from the user’s team, making them appear like an extension of the user’s team; the alignment of incentives was also praised.

• Weaknesses: The absence of a medical coder for accurate representation of the user’s care and flow with the right CPT codes was noted as a weakness; the late availability to the dashboard was also seen as a negative.

• Overall Judgment: The reviewer has been happy with Adonis, relishing the minimal involvement their team needs to have and praising the customer service and the strong connection the company tries to establish with its customers.

• Product Usage: The product is used for automating data collection of custom intake questionnaires, facilitating virtual visits, and remote patient monitoring.

• Strengths: The product’s affordability and quick setup due to its existing marketplace relationship with athenahealth are its main strengths.

• Weaknesses: The product has functionality limitations, struggles with reliability especially for the virtual visit feature, and could utilize API connectivity with athenahealth better.

• Overall Judgment: The product does not fully meet the company’s needs in terms of reliability and integration with athenahealth, and it may not have been the best choice compared to potentially better vendors in the market.

• Product Usage: The user uses Sully as a virtual scribe for both in-person and virtual clinical visits through an app on an Android phone. Sully records the interaction, generates a report, and emails it to the user, who then imports the report into their electronic medical record system (EMR).

• Strengths: Highlights of Sully include its accurate capture of interactions, transformation of patient instructions into conversational language, and added value for users without automatic diagnostic codes integration. The support provided by the Sully team is also considered excellent.

• Weaknesses: Sully doesn’t always accurately transcribe medicinal brand names and lacks a built-in mechanism to correct such errors. The current lack of seamless integration with Epic and other EMR systems is another limitation, hindering usage ease.

• Overall Judgment: The reviewer is extremely satisfied with Sully, remarking that it fills their need for a scribe and helps with capturing necessary details correctly and comprehensively.

• Product Usage: The product is being employed as a CRM to manage, track, and organize interactions with patients, with additional features being custom triggers, automations, analytics capabilities, and a mobile app.

• Strengths: Flexibility and customization to meet users’ needs, responsiveness and proactive adjustments are highlighted strengths.

• Weaknesses: Initial experiences of bugs, although notable improvements have been seen. Additionally, the user interface could use some refinement.

• Overall Judgment: The reviewer is satisfied, affirming that the choice to use Tellescope was the right decision for their organization, due to its adaptability, customization features, and quick implementation process.

• Product Usage: Ambience is used to automatically generate patient notes and summaries during medical consultations, with the ability to integrate directly into EMR systems for seamless entry of patient data.

• Strengths: The software’s strengths include high-quality note generation, ease of use, reliability, real-time transcription, and a high degree of accuracy in diagnosis coding; In addition, it has the ability to translate notes into patient-friendly language and integrates smoothly with EMR systems.

• Weaknesses: Previously, manually entering diagnoses codes was a notable weakness, but this has been addressed with the introduction of an auto-code feature; Unrequested nutrition advice in notes was another weakness, but regarded by some as a helpful feature.

• Overall Judgment: Ambience is highly valued for its efficiency and quality in producing notes during patient visits, significantly reducing the burden of manual data entry and making it a critical tool for the organization.

• Product Usage: The reviewer uses Ambience, an AI scribe, to alleviate heavy documentation load in their long term care company.

• Strengths: Ambience is highly customizable, has quick setup times, produces high-quality notes, and helps expedite the closure of notes.

• Weaknesses: Certain medication names can be misunderstood and chart viewing on mobile devices can be difficult.

• Overall Judgment: Despite still being in the pilot phase, the reviewer is satisfied with Ambience, citing its contributions to improved patient and clinician satisfaction.

• Product Usage: The user utilizes Medallion for credentialing process, primary source verification, ongoing monitoring, and practice management in their outpatient behavioral health group.

• Strengths: Medallion’s delegation support, continual improvements, high customer service level, and relatively seamless provider enrollment process are appreciated.

• Weaknesses: The user occasionally noticed typos or mistakes on the credentialing application during the payor enrollments by the Medallion team.

• Overall Judgment: The user highly recommends Medallion, citing its substantial positive impact on their business operations, successful support for payor enrollments and transformation of their credentialing process.

• Product Usage: The product is used at their company to get members’ year-to-date spend information with their insurance, enabling them to build a price transparency tool within their product.

• Strengths: PVerify has excellent customer service, a solid API, good payor coverage (although not the broadest), and easy-to-use technology.

• Weaknesses: The product sometimes struggles with standardizing data due to varied formats from different insurance companies, and it does not quite match the payor coverage of some other options.

• Overall Judgment: Despite some minor issues, the product is well-regarded, easy to use, and technologically advanced, making it a good choice for their company.

• Product Usage: Enter functions as the claims submission provider, handling insurance responses, verifying eligibility, and informing us of any claims denials.

• Strengths: Enter offers transparency, allowing the reviewer to see actions taken on a claim, are specific in what needs to be done to resolve a given claim, and are responsive to operational feedback.

• Weaknesses: Enter sometimes does not respond to messages quickly enough, and they sometimes fail to keep track of changes, resulting in redundancy in communication.

• Overall Judgment: Despite some communication issues, Enter provides a very good service offering transparency, support, and guidance. The reviewer feels their decision was correct.

• Product Usage: Welkin is primarily used for communication between nurses, facilitating referrals, telehealth sessions, and documentation.

• Strengths: Welkin is praised for its flexibility and customizability that allows in-house feature development.

• Weaknesses: Users are suggesting improvements in the assessment templates’ interactivity and the functionality of the calendar feature.

• Overall Judgment: Despite its minor weaknesses, Welkin is greatly appreciated for its effective overall product and features.

• Product Usage: Canvas’s EHR is used for scheduling patient appointments, logging activities such as phone calls, visits, changes to a patient’s profile, condition and history, and it is also used for telehealth appointments and claims generation and management.

• Strengths: Canvas’s strengths lie in its flexibility and customization capabilities, its functionality that allows users to create automations based on actions or notes in a patient’s chart and its robust API documentation and integration features.

• Weaknesses: Areas where Canvas falls short include the management and generation of claims, tracking patient risk adjustment and quality measures, and also navigating their backend data for reporting purposes; additionally, the system sometimes experiences bugs and freezes.

• Overall Judgment: Despite some limitations and issues, Canvas is a generally stable Electronic Health Record system that provides a higher degree of customization and flexibility than other comparable systems, and it is well suited to those with technical know-how who are comfortable with configuring a system to suit their needs.

• Product Usage: Canvas used for recording chart notes, storing lab information, prescribing medications, conducting lab orders when available, and executing billing tasks.

• Strengths: The product offers a reliable platform with automation functionality, the ability to easily identify the correct pharmacies for medication orders, and a flexible tasking feature.

• Weaknesses: There are limitations with the invoicing system, reporting capabilities, communication tools among providers, medication history tracking, and tasking functionality is still basic.

• Overall Judgment: The reviewers are generally positive towards the product, praising its reliability, automations, and customizable tooling; despite recognizing improvements could be made in the billing, reporting, and task features.

• Product Usage: Formsort is used for patient and provider intake and onboarding, leveraging its branching logic and customization features.

• Strengths: The strengths of Formsort include the high level of branding and design control, strong customization capabilities, and efficient handling of complex branching logic.

• Weaknesses: A detriment to Formsort is its relatively complicated user interface and setup compared to more user-friendly alternatives.

• Overall Judgment: Despite its complexity, the user recommends Formsort due to its flexibility, customization options, and performance in increasing conversion rates.

• Product Usage: Canvas is being used as the company’s electronic medical record for charts and billing, recent usage of its task management feature has been introduced, and scheduling feature is being considered.

• Strengths: The interface is user-friendly, the task management feature is effective for managing workload and workflow, and the autosave feature is appreciated.

• Weaknesses: The knowledge center is not as helpful as it could be, locating specific settings can be challenging for administrators, command-driven entries can slow down workflow for providers, and the limitation in dashboard field customizations obstructs quick information access.

• Overall Judgment: Despite identified areas for improvement, majority feedback has been positive, particularly when considering a shift from their previous EMR system, Athena, and would recommend Canvas with noted considerations.

• Product Usage: Welkin is used primarily for communication between the clinical team and patients, with custom-built features and functionality present to facilitate seamless transitions.

• Strengths: The platform’s strengths include its trackability for patients, customizability, robust API, and security permissions which provide a level of control for sensitive data.

• Weaknesses: Welkin lacks a functionality to easily switch coverage for users when providers are unavailable and a feature that correctly links conversations to the involved parties’ account in the case of child-parent relationships.

• Overall Judgment: Despite a few lacking functionalities, Welkin has been a good fit for the company due to its strengths and the company has appreciated the support and responsiveness to their requests.

• Product Usage: Canvas is primarily used for managing patients’ clinical charts, creating claims, and dealing with patients’ claims and profiles.

• Strengths: Canvas offers more visibility and a clearer workflow when dealing with patients’ claims and profiles compared to previous product.

• Weaknesses: Canvas has some issues with system setup, such as wrong population of multiple locations in script ordering and missing data fields when using the claim edit feature. However, these issues are believed to be due to user error and not Canvas itself.

• Overall Judgment: Overall, the product is praised for its ease of use and customization options, with a recommendation from the review to take full advantage of its capabilities.

• Product Usage: Candid Health is used to submit claims, handle EFT/ERA and EDI enrollments, perform preliminary checks on claims, and manage the claims process through an integrated workflow.

• Strengths: Candid Health’s key strengths include a highly responsive team, a tech-focused approach, and a flexible rules engine.

• Weaknesses: Ambiguity in service scope was a challenge initially which led to some confusion about responsibilities, the CSV export feature has been less reliable, and larger-scale operations may want to bring certain services in-house to handle higher complexity.

• Overall Judgment: Candid Health comes highly recommended for its high-quality sales process, support, and account management, with particularly positive remarks on its ability to improve workflows and its desire to grow with customer base.

• Product Usage: Canvas is used for charting, patient management, claims tracking, scheduling and sending reminders and integrates with telehealth through Doxy.me for video appointments.

• Strengths: Canvas offers real-time access to data, flexible configurations, protocols for tracking patient needs, and a robust FHIR API which allows extensive customization and integration capabilities.

• Weaknesses: Areas for improvement include high user interface sophistication, limited revenue cycle management functionality, and a more structured approach to tasking.

• Overall Judgment: Canvas, described as the Salesforce of EMRs, is highly appreciated for its emphasis on allowing users to build their features and regular performance improvements, despite a few bug encounters.

• Product Usage: Salesforce Health Cloud is used to provide a care management platform intended to support various user types (network development, health coach, account executive), integrate workflows and enable shared data models.

• Strengths: The platform’s primary strengths are its high customization potential and extended application ecosystem, allowing users to build around or expand upon standard Salesforce objects.

• Weaknesses: There’s a risk of building oneself into a corner through over-customization, and there’s a challenge of potentially running out of custom objects, space, or hitting API limits if one hasn’t had prior experience with Salesforce.f.

• Overall Judgment: The decision to use Salesforce Health Cloud is deemed to be correct; its flexibility has allowed the client to build a robust care management and sales management platform.

• Product Usage: The medical group uses athenahealth’s Revenue Cycle Management (RCM) tool for billing CPT codes, claim review, and claim submissions.

• Strengths: athenahealth is a well-known platform with an automated claims processing system, compliance updates, easy usability, and integrated EMR.

• Weaknesses: It is not customizable to complex billing nuances, not ideal for concierge practices or non-CMS billing guidelines followers, and it is relatively costly.

• Overall Judgment: The medical group is satisfied with its decision to retain athenahealth due to its familiarity, CMS compliance and integrations, despite its high cost and inflexibility to complex billing routines.

• Product Usage: Ribbon Health was used in an app for a large, self-insured employer to manage employee health, providing real-time, accurate information on provider types, medical services, availability, and insurance acceptance, thus improving provider search.

• Strengths: The Ribbon Health team’s collaborative approach, the product’s modularity, accuracy of data, and the efficient implementation process were significant strengths.

• Weaknesses: As the company grew, customer attention reduced, slowing down the response time to concerns, and the initial documentation was weak, but has since improved.

• Overall Judgment: Despite some initial problems and growing pains, Ribbon Health was an overall good choice due to their attention to customer needs, accurate data provision, and strong, collaborative team. However, as they continue to grow, maintaining their standout qualities will be a challenge.

• Product Usage: Canvas is primarily used by the customer’s care coordination team, social workers, and nurses, as well as insurance navigation staff and genetic counselors for structured and unstructured documentation.

• Strengths: Canvas’s strengths lie in its customization and flexibility, Canvas’s attentive responses to customer feedback, and impressive ongoing efforts to improve features and customer experience.

• Weaknesses: Despite its strengths, Canvas has some limitations, such as its handling of reporting features, integration with Claim.MD, a not fully-featured scheduling and messaging platform, and a manual provider directory feature.

• Overall Judgment: Overall, Canvas has been a good choice for the company, providing valuable features and demonstrating strong product growth over time.

• Product Usage: Tellescope is used as a main scheduling tool that offers the flexibility of implementing scheduling constraints, secure chat features, and potential addition of video conferencing and customized patient journeys.

• Strengths: Tellescope offers a secure and HIPAA-compliant platform with flexibility, clear documentation, good support from co-founders, and fast customization of solutions based on specific client requirements.

• Weaknesses: The product’s provider setting for availability is non-intuitive and the calendar integration is challenging for providers who want to link a non-HIPAA-compliant external calendar. Occasional minor bugs are encountered.

• Overall Judgment: Despite minor bugs and the need for additional training for providers, the decision to choose Tellescope is validated by its cost-effectiveness, specific healthcare focus, strong support, and HIPAA compliance.

• Product Usage: Verifiable is used for healthcare provider credentialing, verifying that providers meet a certain quality standard, and streamlining the process of adding new providers on a daily basis.

• Strengths: Verifiable offers a user-friendly platform, immediate results due to its integration with primary sources, and valuable automated alerts for license expirations or status changes.

• Weaknesses: Its detection of changes in primary source data is inadequate, often raising false alarms, and the system continues to verify licenses even for archived providers.

• Overall Judgment: Despite certain weaknesses, Verifiable is exceptionally beneficial in terms of managing the time-consuming process of credentialing, providing immediate results and significantly reducing manual work.

• Product Usage: Formsort serves as the primary tool for patient intake processes, handling detailed questionnaires and surveys, and collecting lead forms on the company’s website.

• Strengths: Formsort boasts robust customer support and extensive customization options, allowing for granular adjustments and alignment with the company’s branding and UX guidelines.

• Weaknesses: Formsort can be overwhelming for those without design experience and lacks full service in certain functionalities like RudderStack identification and full-featured Stripe integration.

• Overall Judgment: The platform is instrumental for the company, both for current functions and future growth, with high potential in conversion rate optimization due to its key features.

• Product Usage: Verifiable is used to automate and streamline the credentialing and provider onboarding process, offering an API-friendly platform.

• Strengths: Strengths include high levels of automation, ease of use, and the ability of Verifiable to function as a single source of truth for provider data.

• Weaknesses: Some weaknesses the reviewer highlighted include initial issues with support and implementation, and complications with scalable workflows for credentialing applications.

• Overall Judgment: Overall, the company is satisfied with their choice of Verifiable, commending its ease of use and automation capabilities, while noting the time it took to address initial implementation problems.

• Product Usage: This reviewer uses Canvas for managing detailed documentation and maintaining clinical records for patients in a virtual specialty clinic.

• Strengths: Canvas’s simplicity, efficient clinical notes, and modern UI are highlighted strengths of the product.

• Weaknesses: The reviewer pointed out the limited and unreliable API functionality and the product’s presumption of a standard clinical model as weaknesses.

• Overall Judgment: Despite its limitations, the reviewer believes that Canvas may be a suitable tool for organizations with basic clinical documentation needs.

• Product Usage: Welkin is primarily used for clinical operations and to create complex care plans, as well as e-prescribing.

• Strengths: Rapid adoption among clinicians and a high level of configurability are notable strengths of Welkin.

• Weaknesses: The inflexible scheduling and messaging issues, oversold integrations, and lackluster onboarding process are notable weaknesses of Welkin.

• Overall Judgment: While Welkin has been useful and reliable overall, there are areas for improvement and the reviewer mentions considering another EHR system that might have been a better match.

• Product Usage: The reviewer uses Zelis in their health insurance navigation company to identify in-network providers at various health plans and help customers understand their insurance plans.

• Strengths: The main strengths of Zelis include direct access to data from insurance carriers, overall API reliability, and established relationships with many insurance carriers.

• Weaknesses: Some weaknesses noted include outdated API structure, lack of transparency about data updates and availability, restrictions in API usage, and poor support service.

• Overall Judgment: Despite some obstacles, the reviewer feels they made the correct choice due to Zelis’ unique data partnership capability and regards it as the best available option for their specific use case.

• Product Usage: Phreesia is employed for automating patient intake processes, communicating with patients, managing insurance and billing data, and enabling patient self-scheduling through links embedded in the company’s patient app and website.

• Strengths: Phreesia’s strengths lie in its comprehensive functionality, flexibility, configurability, and the simplicity of making changes through its front end, and the self-scheduling tool worked well for the company.

• Weaknesses: The company experienced issues with data interoperability between Phreesia and their EHR system, Athena, often encountering errors that surfaced during patient check-ins; the user experience could be improved for easier navigation, and challenges were faced with the account management team.

• Overall Judgment: Despite Phreesia being the best option available at the time of implementation, with advancements in technology and emerging competitors, the company might reconsider its choice as issues persist.

• Product Usage: The reviewer uses Customer.io to track patient follow-ups, with most of its use being to communicate with patients via SMS and email reminders regarding their need to follow-up on a visit.

• Strengths: Customer.io excels at providing efficient message orchestration and flexible campaign set-up, along with capabilities such as time-delays, prompt customer support and generous messaging volume in their pricing structure.

• Weaknesses: The integration process had its challenges, specifically with automated tracking of back-end events, and analytics reporting regarding successful attributions needs improvement.

• Overall Judgment: The reviewer views the decision to choose Customer.io as the right one, and intends to continue using it in the future due to its out-of-the-box capabilities and cost-effectiveness.

• Product Usage: Cronofy was utilized within the telemedicine company as a consultation scheduling tool, directly integrated with Google Calendar for real-time availability updates.

• Strengths: Cronofy was HIPAA compliant, offering robust scheduling management through API-first approach and seamless Google Calendar integration.

• Weaknesses: Difficulty in managing users’ working hours flexibility and occasional problems with users accidentally deleting their specific Cronofy-linked calendars within Google Calendar.

• Overall Judgment: Cronofy was a cost-effective, flexible, and valuable tool for the operations of the telemedicine company, handling scheduling efficiently with only minor issues related to user error.

• Product Usage: Medallion is used for network credentialing and delegated credentialing for healthcare providers, with the platform facilitating the verification of information submitted by these providers.

• Strengths: The platform has a user-friendly interface and significantly improved processing speed compared to previous vendors, with most applications processed within a few days.

• Weaknesses: The platform lacks the ability for customization, doesn’t notify when a secondary verification is complete, and doesn’t fully support providers in understanding and completing the credentialing process.

• Overall Judgment: While Medallion’s service and user interface are appreciated, areas for improvement include ability for customization and more proactive communication regarding task completion. Their utility for a specific organization may depend on the complexity of the credentialing needs such as multiple state licenses.

• Product Usage: Welkin is used as an Electronic Health Record (EHR) system by the company, with features serving as a Customer Relationship Management (CRM) system. It is used for connecting with patients, clinical note-taking and review, workflow automation and tracking patient progress over time.

• Strengths: The system offers a customizable interface and focuses on tracking long-term patient progress. It has integrated features like DocuSign and DrFirst, and allows data extraction and management for improving clinical operations.

• Weaknesses: There are limitations on editing finalized notes, the calendar doesn’t show provider’s working hours or days off, and external care coordination is somewhat hampered due to a lack of support for fax. The APIs have certain limitations and the system doesn’t support bi-directional data flow with other platforms.

• Overall Judgment: Welkin’s services have been largely positive, allowing effective patient management and providing a level of customization not common in typical EHRs. While there are certain limitations, the system is overall deemed reliable for the next couple of years, contingent on how it evolves and expands its features.

• Product Usage: The company uses Zoho to manage various workflows related to clients and employees such as record management, documentation management, and therapy scheduling.

• Strengths: The review highlights Zoho’s range of functionalities, easy automation setup, useful analytics, and straightforward workflow management.

• Weaknesses: The reviewer was concerned about potential limitations and glitches in workflow automation, and uncertainties about Zoho’s ability to support their growth.

• Overall Judgment: The reviewer feels that Zoho offers great value for its price, and strikes a balance between lightweight task management solutions and costly, heavy-duty platforms.

• Product Usage: The product has been used for about a year and a half for revenue cycle management and it is adapted for scaling up operations, including new features like remote patient monitoring-based billing.

• Strengths: Its expertise, understanding of venture-backed companies, scalability, and tech focus made it stand out from the competition; it also provides proactive services and handles issues effectively, even offering support for troubleshooting.

• Weaknesses: The product had minor issues which were promptly addressed with transparency; there were also some gaps in functionality which, though identified and prioritized by the company, led to delays in delivery.

• Overall Judgment: The reviewer has had a positive experience with the product and its performance, communication, and support from the vendors, considering it to be one of the best vendors in delivering value from their product.

• Product Usage: The product, Canvas, was used as an Electronic Health Record (EHR) and a care management system for non-clinicians and nurse practitioners in a tech-enabled service provider for chronic care management.

• Strengths: The product was easy to customize, quick and collaborative to implement, and priced competitively.

• Weaknesses: The product experienced frequent performance issues, had limited capabilities, lacked robust APIs, and struggled with scheduling and patient data segregation.

• Overall Judgment: Despite the ease of initial setup and customization, the persistent technical issues and a lack of certain crucial functionality led to platform migration.

• Product Usage: The telemedicine clinic uses Medallion to monitor the credentials of its physicians and to assist with contracting in-network with payors.

• Strengths: Medallion excels at assessing payor contracts and determining market standards, and their team provides valuable advice during contract evaluation.

• Weaknesses: Despite having a edge in technology, significant amounts of work still require human interaction which can cause delays, and the platform’s internal communication could use improvement.

• Overall Judgement: Despite some weaknesses, Medallion has proven to be as effective as any other platform for handling contracting, credentialing issues and has overall enhanced the company’s operations.

• Product Usage: Acuity’s functionality was used primarily for scheduling medical appointments, providing a range of pre-built features and functionalities that could cater to different situations.

• Strengths: Acuity was praised for its reliable API, the flexibility of the platform in terms of how customer interactions could be managed along with being affordable and offering solid, well-documented, and stable integrations.

• Weaknesses: Limitations arose as company requirements became more complex, including controlling clinicians’ schedules, establishing group appointments, handling provider licensure, and at times, there were challenges with the Zoom integration. Steep jumps in costs, particularly related to licenses, also presented issues.

• Overall Judgment: The reviewer believes choosing Acuity was the right decision in the earlier phase of the company due to its flexibility, affordability, and well-documented reliable integration, although issues arose when requirements become more complex, but he doubted the company would stick with Acuity in the long term unless a few fundamental changes are made, notably the pricing and support for specific healthcare use cases.

• Product Usage: Tellescope provides a comprehensive care management system suitable for highly interactive patient care with multimodal communication options like SMS, phone, and email.

• Strengths: Tellescope quickly and effectively implements new features, offers strong capability in reporting, patient communication, team communication, forms and ticketing, and features a good API that integrates well with other systems.

• Weaknesses: The user interface requires improvement and tends to lag in customizing for specific brand alignment. The platform could benefit from improvements in automations and batch processes, along with better rendering for content management.

• Overall Judgment: Tellescope effectively fills a niche in the digital health care management market with a well-designed and user-friendly service that adapts well to changing user needs. The product offers latitude for growth, with robust functionality and customization options.

• Product Usage: Kustomer was used as a hub for all patient communications, with teams from coaching, customer support, and care operations all interfacing with the product.

• Strengths: Kustomer’s programmable and modular design allows for easy creation and customization of workflows; data structures are well-designed and beneficial for consumer-focused companies.

• Weaknesses: Kustomer’s access control is limited, allowing all users to view every patient conversation; there is a difficulty running care operations with Kustomer and a lack of tailored permissions makes it less suited for healthcare.

• Overall Judgment: While Kustomer provided good automated workflow features and robust customer profiling, its lack of healthcare-specific features made it less than ideal; necessary manual data transfers and constant adjustments made use difficult.

• Product Usage: The product is being used as a source of clinical truth for patients, documenting meaningful patient care delivered, chat encounters, and submitting $0 claims for compliance purposes in value-based contracts.

• Strengths: Athenahealth’s strengths include its extensive features, built-in Revenue Cycle Management support, and certain specialty-specific capabilities.

• Weaknesses: The main weaknesses of Athenahealth are poor API performance, lack of prompt support for clients on lower-priced plans, and the cumbersome and time-consuming solution validation process.

• Overall Judgment: The user experiences frustration with Athenahealth’s service model, but acknowledges that some trade-offs may become worthwhile once billing through Athenahealth begins in earnest.

• Product Usage: andros is primarily used for primary source verification for credentialing purposes, including running education checks and reporting entities from databases, and also provides support to become delegated and manage payer audits.

• Strengths: andros stands out for its exceptional service - effective communication, prompt issue resolution, accommodating to specific business needs and providing quick turnaround times when necessary.

• Weaknesses: andros is not the cheapest option in the market, which could be a potential downside for companies with strict budget limitations.

• Overall Judgment: The overall experience with andros has been very positive, with the platform demonstrating reliable functioning, robust features, and remarkable customer service, making it a valuable asset in managing the credentialing process.

• Product Usage: Medallion is used to support the provider licensing process by managing all communication and follow up with the Department of Health, saving time and reducing confusion.

• Strengths: Medallion is cost-effective and flexible regarding the number of licenses required and length of contract, they provide a platform for information collection and process tracking and their service level improves when issues are raised.

• Weaknesses: The platform struggles with delivering personalized and prompt communication to clinicians, and the service level can slip causing delays in achieving the agreed-upon timelines.

• Overall Judgment: Medallion is a satisfactory service for behavioral health licensing, however, user experience could improve, particularly in the area of timely and personalized communication.

• Product Usage: The company has incorporated Athena for over a year as an integrated EMR and RCM solution that eliminates the need for multiple vendors and is popular within independent primary care practices.

• Strengths: Athena is a comprehensive system whose clinical inbox structure is effective, offers an adequate API capability, and nightly backend data syncing via Snowflake.

• Weaknesses: Athena’s data migration process and its API documentation are weak points, alongside a lack of real-time event notifications on patient chart changes, and the system requires creating duplicate user accounts for clinicians working across departments.

• Overall Judgment: Athena is fairly satisfactory but not exceptional, with challenges linked to building on top of it and getting approvals for API use, and would likely be used for existing clinics but might be replaced with a more manageable product for expansion into new areas.

• Product Usage: The user leveraged Athena for various operations excluding patient scheduling (handled by Phreesia) and patient care management tasks (handled by ActiveCampaign).

• Strengths: Athena offered an excellent sandbox environment for testing and its user interface was considered more intuitive compared to competitors like Epic.

• Weaknesses: The user found it challenging to work with Athena’s APIs due to incomplete documentation, and getting support with these issues was difficult.

• Overall Judgment: While Athena was suitable for the company’s needs as a brick-and-mortar practice, the user questions the additional value gained from building custom apps on top of it.

• Product Usage: Waystar is used for daily automated claims submissions, ERA enrollment, and eligibility checking.

• Strengths: Waystar is user-friendly and simple to navigate with a robust search functionality.

• Weaknesses: Waystar’s reporting functionality is lacking, requiring extensive use of spreadsheets for data analysis and tracking; support responsiveness and issues with deeper engineering aspects were highlighted.

• Overall Judgment: Despite its user-friendly interface and features, Waystar might not be the best solution for those companies seeking robust reporting capabilities and flawless engineering support.

• Product Usage: The reviewer uses the product for marketing and transactional communications, automating these processes throughout the customer lifecycle.

• Strengths: The product is user-friendly, versatile, and allows for thorough customization of messaging and workflow creation.

• Weaknesses: The integration process took longer than anticipated, primarily due to resource restraints at the beginning of the project.

• Overall Judgment: The reviewer speaks highly of the product and predicts continued usage due to the customizable features and reliable functionality. It’s particularly recommended to those with adequate resources to tackle a robust integration process.

• Product Usage: Apero was primarily used to power all backend aspects of our Revenue Cycle Management (RCM) process, from claim submission to reporting.

• Strengths: Apero excels in offering granular tracking and reporting on each individual claim throughout the RCM lifecycle.

• Weaknesses: While offering a robust solution, Apero could further improve its product by adding higher-level summary features or more visually appealing information displays.

• Overall Judgment: The company was satisfied with Apero due to its tech-forward approach, responsive customer service, and strategic partnership attitude.

• Product Usage: Ribbon is used to clean provider and location data for the company’s network directory, verify the accuracy of data sources, and provide additional metadata.

• Strengths: The Ribbon product meets expectations in terms of data quality, is easy to use with a well-documented API, offers great support, and allows for customization without extra charges.

• Weaknesses: The product has occasional reliability issues, does not provide hierarchical categorization for specialties, making it difficult to pull data at both levels, and the specialties endpoint could be improved.

• Overall Judgment: The user is satisfied with Ribbon’s performance and plans to continue using it in the foreseeable future, largely due to the convenience and efficiency it provides. However, further improvements in data categorization and reliability could enhance user experience.

• Product Usage: Enter Health was used for revenue cycle management (RCM) services focused on CMS-1450 institutional billing for Medicare and Medicaid in a value-based setting.

• Strengths: The strengths of Enter health include their advancement in AI and software efficiency, reasonable pricing model at smaller and larger scales, transparency in the data system, well-designed search function for outstanding or processed claims, automated functionalities, and excellent customer support.

• Weaknesses: The product’s main weakness was its lack of knowledge and expertise in the user’s specialty and extensive difficulties in the integration process.

• Overall Judgment: Enter Health is a robust platform with efficient and transparent processes, despite its shortcomings in handling specific specialties; better understanding of the different models between service-based and tech-based RCM could influence the decision to use it.

• Product Usage: The reviewer uses OneSignal to enable their operations team to build custom flows for email campaigns and provide consolidated reporting for SMS and email.

• Strengths: OneSignal’s strengths lie in its Journeys feature and analytics, allowing for custom flows with event triggers and providing comprehensive and easy-to-read analytical data.

• Weaknesses: Current weaknesses consist of a bug in OneSignal’s SMS SDK, causing issues in setting up user journeys for SMS.

• Overall Judgment: Despite the bug issue, the likelihood of continuing to use OneSignal in the next 18-24 months is very high due to its comprehensive features and ability to handle scalability.

• Product Usage: Athena’s EHR is being utilized by the medical assistants in the clinic to manage tasks such as checking patients in/out, scheduling appointments, uploading and pulling reports among others. The providers mainly use it to document patient visits and approve orders.

• Strengths: Athena has a robust API, allowing system manipulations without touching the user interface, and it includes an integrated eFax system that manages the sorting and assignment of faxed documents.

• Weaknesses: There is an excessive number of clicks required for charting and templates provided are not efficient as they are. The user interface for certain features also seems outdated.

• Overall Judgment: Despite certain drawbacks, Athena’s EHR would likely still be in use in two years barring any major issues like price increases, large networks moving away from it, or the shutdown of core features. A significant improvement in other EHRs could also lead to a switch.