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About the Reviewer
Reviewer Organization
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Other Products Considered
Summary
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.
Review
Today, we’re talking about Candid and how it’s being used at your company. Before that, could you give a brief overview of your company and your role there?
We are a national telehealth-based weight loss clinic. We serve patients virtually all across the United States. I’m head of product at the company and I’ve been here for two and a half years.
Can you tell me a little bit about your experience with Candid’s products? How long have you been using it for and what do you use it for?
We’ve been using Candid for about a year and a half. Prior to Candid, we were using a brick-and-mortar or mom-and-pop shop to manage our revenue cycle management (RCM). It was fine as we were getting up and running but we outgrew their capabilities very quickly. They weren’t going to be able to scale with us as we moved into more states and as we introduced more complexity into our model. For example, we started to explore remote patient monitoring (RPM)-based billing. That sort of new thing was not in our old vendor’s wheelhouse. That was the forcing function that made us look for our next option.
We didn’t want to bring RCM in-house, so we were looking for a vendor that both had expert knowledge in the industry and was primed for scaling with us. It was important that they understood what it meant to be a venture-backed healthcare company. A lot of folks in the space don’t understand what that means and how that relates to scale. That was one of the reasons Candid stood out to us initially. They understood how things would accelerate for us and how the marketplace was quickly developing as far as billing with RPM and telehealth went.
We did take a look at a few different options on the market. But Candid really stood out to us – they understood our venture-backed nature. Additionally, their expert knowledge was immense. Also, they’re a tech-focused company as well. That showed in the ways that they wanted to scale on their end – not just using brute force to move through things. There was clear alignment on the path that both of our companies wanted to take, moving forward.
We recognized that they were an early-stage company as well. RCM is a painful thing to set up and move partners with, so that was one of our biggest concerns going in. We’ve been a customer of theirs for about a year and a half, so we joined really early on in their company lifecycle. The positives, however, assuaged a lot of our concerns, so they are handling all of our RCM now. They provide expert knowledge and we run all of our billing through them. We do our own direct user-facing billing support, so if patients have questions, we’re able to answer those. But for all intents and purposes, Candid is our RCM partner. We’ve been thrilled with them so far.
