Healthcare leaders are weighing decisions about staffing, patient access, pharmacy operations, clinical tools, and revenue cycle performance. The KLAS reports published in August and September examine those decisions through the experiences of healthcare organizations and their customers, from the trade-offs of offshore revenue cycle resources to early feedback on emerging solutions.
We’re grateful to the healthcare leaders who shared their experiences. Their perspectives help peers understand what is working, where challenges remain, and what questions to ask as they consider their next steps.
Healthcare IT Insights (Segment Insights)
Healthcare delivery organizations (HDOs) continue to face significant financial pressures, including staffing shortages, rising labor costs, an evolving reimbursement landscape, and growing administrative complexity. These challenges are pushing leaders to consider offshore resources to reduce costs, access talent, and expand capacity. However, such resources bring concerns over quality, security, compliance, and patient experience. To provide clarity into healthcare’s experiences with and perceptions of offshoring, particularly in revenue cycle management (RCM), KLAS surveyed RCM leaders at 105 HDOs—predominantly health systems, hospitals, and physician practices—to understand how they are approaching these challenges.
Healthcare IT Leaders Complete Look 2026
When partnering with professional services firms, healthcare organizations must take into account how prospective partners deliver across a variety of needs. This “complete look” report on Healthcare IT Leaders provides a high-level analysis of the firm’s key service lines validated by KLAS, along with an overview of the client experience.
Emerging Insights
Emerging Company Spotlights
Assort Health 2026: Improving Patient Access with Customizable, AI-Driven Automation
Healthcare organizations face mounting challenges managing patient communications and scheduling. Manual processes, limited availability outside regular hours, and limited staffing impede patient access and satisfaction. Assort Health’s AI-powered solution aims to automate and customize inbound/outbound communication, integrate with EHRs, and adapt quickly to feedback. This report explores how current customers are using Assort Health to address these issues, examining outcomes and satisfaction across various settings.
Getting patients their needed medications involves increasingly complex operational processes, including prior authorizations, appeals, benefits investigations, and patient access. These workflows are frequently time-consuming and manual for pharmacies, creating administrative burdens that can slow care delivery. Latent Health leverages AI to automate and optimize these processes, with the goal of helping organizations improve efficiency, accelerate turnaround times, and support growth without adding staff. This report explores customer experiences with Latent Health’s platform, focusing on efficiency, outcomes, and partnership quality.
Equipo Health 2026: Centralized Care Management & Referrals with Customizable Workflow Automation
Fragmented systems—like spreadsheets, paper forms, and EHR workarounds—slow down referral closures, burn out healthcare staff, and restrict visibility. These challenges cost healthcare systems money due to manual workloads, rehiring processes, and time loss. Equipo Health aims to streamline operations and reduce these costs by automating referrals, centralizing chronic care management, enabling remote patient monitoring, and integrating directly with existing EHRs via API protocols. This report analyzes feedback from both US and global customers regarding the platform’s features, support quality, ROI, and limitations.
First Looks
Clinical documentation has become one of clinicians’ most significant administrative burdens, consuming valuable time that could otherwise be spent on patient care. Additionally, incomplete records can compromise compliance, coding accuracy, and patient outcomes. ModMed Scribe 2.0, an AI-driven clinical documentation tool integrated into ModMed’s EHR, aims to streamline workflows, enhance efficiency, reduce after-hours documentation, and standardize notes through continuous learning and provider feedback. This report explores customer experiences with Scribe 2.0 to assess its real-world impact on clinical efficiency, staff satisfaction, and documentation quality.
NRC Health Rounding 2026: Early Customer Insights on Rounding, Feedback & the Patient Experience
Patient and employee rounding can be a difficult task for healthcare organizations as they seek to understand and address the unique needs of the different units within their facilities. Many rely on retrospective surveys, manual documentation, or difficult reporting that delays service recovery and limits insight into experience, safety, quality, and engagement. Rounding tools help healthcare organizations gather and act on patient and employee feedback across different settings. This first look report examines customers’ early experiences with NRC Health Rounding, including usability, configuration, implementation, support, reporting, and outcomes.
Healthcare organizations and pharmacies face growing complexity in maintaining regulatory compliance and managing costs. Failure to address these challenges, which are intensified by evolving standards and fragmented information sources, can lead to inefficiencies, increased risk, and missed opportunities for cost savings. CPS Optimizer seeks to streamline regulatory tracking, policy management, and financial oversight through policy templates, real-time updates, and consultative support. This report examines current customer experiences to assess the solution’s effectiveness in bringing value, compliance, and operational improvement to pharmacy management.
Many healthcare organizations face revenue cycle pressure from rising denials, payer behavior changes, staffing constraints, and the need to protect cash flow. They also struggle to obtain actionable reporting, maintain efficient A/R workflows, support patient billing inquiries, and adapt to changing reimbursement models. In an effort to address these needs, Innovaccer’s ambulatory RCM services—gained in their recent acquisition of CaduceusHealth—combine operational support, analytics, reporting, and customizable workflows. This report takes a first look at the client experience, including outcomes, strengths, and limitations.
ROI Validations Reports
Carilion Clinic, a seven-hospital academic health system, partnered with Ensemble to improve revenue cycle performance, operational consistency, and the patient financial experience through an end-to-end revenue cycle outsourcing model. Facing the challenges of a highly customized Epic environment and increasing revenue cycle complexity, Carilion Clinic sought to leverage Ensemble’s revenue cycle expertise, technology investments, and best-practice workflows to optimize operations and drive sustainable results. Since the implementation, the organization has achieved measurable financial, operational, and patient-focused improvements. This report evaluates these outcomes.
