Kareo Billing reviews

Great EHR with room for improvement for natural healthcare providers

Opmerkingen: Using Kareo has been a overall great experience. It does almost everything we want it to do well, and the few things it needs to improve it at least allows you to do partially.

Pluspunten:

I love the layout of Kareo. The dashboard is great and offers a lot of functionality while still looking clean and professional. The clinical portion is great as it shows all the sections of the note on one page. The ability to add and remove sections is also very useful. The interaction checker is nice, but needs improvement. The iPad app is really slick and I preferring using it when adjusting my patients (Chiropractor), as it allows me to quickly tap on each segment I'm adjusting from a list.

Minpunten:

There is very little support for natural products/supplements in Kareo. You CAN make it work, but it's definitely not easy - requiring manually entering every single product you wish to recommend in the "Drug Favorites" section.

Kareo has great reporting

Opmerkingen: Kareo has been an improvement from our previous software. I appreciate that the cost each month has been predictable and fair.

Pluspunten:

The reporting capabilities and customization of reporting is the most valuable feature to us. We are able to give our clients a more comprehensive view of the financial health of their practice. Contract management reports and analysis reports help us to give suggestions and analyze the data coming in so that providers and practice managers can see how claims are processing and where the money is coming from and going to.

Minpunten:

The ERA enrollment process has been a nightmare. I feel like this process was not adequately described to us, and it has been dramatically more time consuming and labor-intensive than we thought it would be. Customer support has been inconsistent. In some circumstances, the representatives have been very helpful, but in others, they have been disconnected and unable to adequately resolve issues.

Kareo is a terrible EHR

Opmerkingen: This entire EHR has been a nightmare experience. We can't get anywhere with Kareo to get the issues figured out.

Pluspunten:

Nothing. They spend all of their money on advertising and fluff. However, as far as functionality, this software is awful.

Minpunten:

This entire EHR has been a nightmare experience. We can't get anywhere with Kareo to get the issues figured out.

REVIEW OF KAREO

Opmerkingen: Kareo has made billing a smooth process and accounts receivable is manageable in a timely fashion. Any issues are clearly identified and resolved.

Pluspunten:

The ability to perform a little extra claim scrubbing on the front end and also simple explanations for any rejections or denials.

Minpunten:

The system gets very slow periodically and we are not able to use the document storage because it slows it down even more.

Kareo billing system and EHR.

Pluspunten:

Integrates seamlessly with the EHR documentation system I use. Electronic billing with submission of clean claims 99.99% of the time.

Minpunten:

Posting payments from EOB does not always reconcile requiring a manual time consuming correction.

Kareo Product

Pluspunten:

It is a user friendly product. Different ways to get to the same outcome. A/R easy to read.

Minpunten:

Sometimes customer service is difficult to understand.

Helpful to streamline your practice

Pluspunten:

I like that Stripe is automatically connected to the biller to easily transfer payments from patient to practice. I like the automatic texting and emailing to patients to confirm appointments.

Minpunten:

This software contains codes for all insurance billing purposes; however, if you are cash-based practice and entering in supplements to sell, the manual process by which this is done is clunky and inefficient.

Good for Small Practice

Opmerkingen: It has been a mixed bag. I like the software but the support is terrible and the sales team will try to sell anyone the moon and the stars despite this not being the software for every practice.

Pluspunten:

Kareo is a great option for small practices. It includes almost everything that you would normally pay a la carte in larger platforms for.

Minpunten:

This is not a good software for larger practices. This software can realistically service one high volume provider or up to three low volume providers.

Solid software for Medical Billing

Opmerkingen: We have been with them for years and feel they are a viable option!

Pluspunten:

This integrates with WebPT, our documentation software. If we wanted to, they offer a price included scheduling / documentation software. MANY great features to facilitate claims processing and follow up.

Minpunten:

They have discontinued some great features ( accessible if you know where to look ) in a "upgrade. They are not being able to do secondary electronic claims they way they claimed.. but are still trying to make it work.

review

Pluspunten:

the orders are simple to read and understand.

Minpunten:

nothing really negative to say, it seems like a great program.

Maybe Try Again in a Few Years

Opmerkingen: Poor experience. ALL EHRs have glitches and issues, but this is terrible.

Pluspunten:

The product on the app is ok to use once you set it all up.

Minpunten:

Customer "Support" - Kareo has a vast support section, but you have to know EXACTLY what to type in to get results that are not buried in 30 other pages of key words. When you try to get answers to your questions, the support people try to assist, but the answer invariably is: here's the link to submit input for upcoming changes - changes that are NEVER implemented. Billing: Kareo does not even have a basic way to create an invoice for patient copays that were collected. Patients complain that there is not transparency - and they're 100% correct! The statements don't track the patient payments along with the insurance payments. Unapplied balances sit in a patient's account for months even though payment was received and processed. This created all manner of problems for paying our providers and our ability to close-out year-end. Overall: Kareo requires a browser interface mostly for scheduling/provider SOAP notes and a desktop interface for billing. These are NOT integrated nor synched often enough and you have to bounce between the two to provide patients information about their billing. There's ability to task in the desktop, but not in the browser. You receive EVERYONE's patient confirmation messages regardless of your role. There's no way to search your messages or even to categorize them or keep them in folders for locating them. There was no onboarding training for our staff and so NONE of these issues were identified before we started.

Kareo Billing for Mental Health practices

Opmerkingen: Fair

Pluspunten:

Integrated with Kareo Clinical well. Ability to see accounting information on individual patients in Kareo clinical.

Minpunten:

Does not allow posting of payments adequately Does not allow the user to delete incorrect items posted and then balances are incorrect and statements are unable to be mailed to patients. Customer service is inadequate and very difficult to contact with long wait times for answers to questions.

Worst Customer Service I have EVER experienced. Truly. Used over 8 different EHRs since residency, never experienced such a disaster.

Opmerkingen: Awful, I'm actually quite easy to please if a company does their part. I have done all their legwork, paid up front, still have no refill requests being submitted from pharmacies and no e-lab because no one ever bothered to instruct me to separately submit a new account with the labs. They only "discovered" this 3 months after the fact, when I demanded to talk to a manager. And then they sent me an automated enrollment email that should have been sent Day One. It's is a blackhole abyss of your time. Save your time- as doctors, it is much more valuable than doing the job, enrollments assistant that can't- and won't- do their job.

Pluspunten:

The billing reports are detailed and efficient. Unfortunately, the biggest factor- A/R accounts- is completely skewed if you take insurance. They ONLY compute an A/R report based on your listed self pay rates...so you get a completely unusable number in delinquent collections that really doesn't mean much. Otherwise, it is easy to see your collections for the month, amount cash, credit, check, insurance payor. That's about the only positive thing I have to say.

Minpunten:

I paid a year up front from a smooth salesman and to this date, 3 months after paying my first year, am not receiving any refill requests from pharmacies. I have spent COUNTLESS hours communicating with them- they have instructed ME to call SureScripts, call Quest, call LabSoft. After an hour on the phone, the operator at SureScripts (who is the e-scribing integrated PARTNER with Kareo) told me she had no clue why I was calling her as every loose end remained on Kareo's part. I told this to my "coach," her manager, the manager of enrollments and they continuously redirect me back to call SureScripts- because they can't figure out why I am not receiving any requests from pharmacies. I talked to a manager who had been specifically assigned to my account due to the nightmare thus far (in addition to no refill requests, I also have ZERO e-lab prescribing) he told me he would be the only person communicating with me directly due to the run around. The same day- (SERIOUSLY)- another person from enrollments called me after she had talked to the manager to call and tell me that the SureScripts had been denied, but couldn't tell me why, when it was submitted...and then couldn't confirm it was even submitted. So I'm still paying for an additional EHR so I can get refill requests. It is insanity. I can't even begin to express my frustration. Also, when you send a portal message, the patient has no clue. They don't send an email as a notification to login to the portal to view a new message. When I brought this up to my success coach, she told me to train my patients to login every single day- in the rare case they may have a message to view...You have got to be kidding me.

Needs improvements, but has potential

Opmerkingen: The customer support is always nice, but their seems to never be a resolution or even a phone call from higher ups in the company explaining what is going on. It would be nice to be a little more informed and involved with them, because they have great potential. It is an affordable software, but very very frustrated when problems arise.

Pluspunten:

It has a smooth feel and not terribly hard to learn how to navigate the software. Also has a nice and easy to use self help page to look up "how to do's" on your own. The customer support is always friendly.

Minpunten:

Several glitches. We were told to get the P400 card processor, which worked for a few swipes, then no longer is capturing on the Kareo side; however, the Stripe is capturing the transaction. We had made multiple phone calls to Kareo and Stripe, none of which has ever resolved the situation, and this has been months of reaching out. Also a big glitch in the patient's appointment times. We have Eastern time zone set, but it keeps sending our patients who have a 3PM appointment reminders that their appointment is at 12PM. Reached out to help desk who still haven't resolved the issue. Another glitch noted in medication note section. When you go to make a note or give a reason why a medication is being discontinued, the system glitches and the note is not saved. Putting in diagnostic codes or adding to problems is cumbersome. Why is there still a ICD-9. I literally have to have a separate window in CDC ICD 10-lookup to find the code number, then put it in Kareo. There are other little things that I can't quite remember right now....

Extraordinarily Disappointing

Opmerkingen: I would not recommend doing business with Kareo at all. Their products are sub-par. I have found out just how sub-par in the last 3 months of transitioning. Any organization that continues to charge a customer's credit card after twice confirming a plan cannot be trusted, and that was after numerous other broken promises. The people we worked with were all very nice, but the systems they had to work in failed to actually assist customers. Please invest your time and resources elsewhere.

Pluspunten:

Our small 2 provider office started out relatively successfully with Kareo about 4 years ago with both EHR and Practice Management (PM). I thought my trainer did a good job. After that...it was downhill.

Minpunten:

We added three more providers in time. Kareo's promised functionality on their PM platform didn't receive attention, support or vision that really paid off on the user end. The EHR experienced minor improvements that were hailed as miracles, however still lacked significant benefits. Kareo transitioned to charging for EHR and the communication with us at least failed completely. It took 2 months to come up with an agreement our office felt was fair, however it was all initiated by us. Their solution was to give us 30 days to transition to a new platform, which since it takes 3 months to implement their program, I pointed out that wasn't really reasonable. We have fought to get our data in any type of usable format, both clinical and business and spent 100+ hours trying to get it through the back door. Really, a very very disappointing experience.

Does not do its job

Opmerkingen: Horrible. This software has cost me tens of thousands of dollars over the past two years.

Pluspunten:

Relatively inexpensive with a straightforward interface.

Minpunten:

It does not capture billing charges. We have entered in office visits and it fails to capture them for billing. I didn't realize this until I noticed that someone patients had never been billed despite me seeing them in the office several times. It has been over a week since I filed a complaint and the most they will say is that they are "looking into it".

started off great

Opmerkingen: no comment

Pluspunten:

if it worked, ease of use.

Minpunten:

for the last year, and particularly the last few months, we have had problems with text messaging not going through to patients, error messages intermittently ALL day sometimes on Monday , sometimes on Tuesdays, sometimes whenever. Wee can be in the middle a a chart, go to save it, or send medications, then all of a sudden we will get an error, so mothing is saved. I am not sure what is happening here, but it is causing patients to become unhappy, as they go to the pharmacy and their medications aren't here, or they don't get our messages regarding visits, labs, etc. If everything worked like it is supposed to, I would have no complaints, but this just happens randomly and is getting more frequent. I am hanging in there, but not sure I can continue to wait for them to get it together. when we are seeing multiple patients a day, and not meeting patient's needs, we could lose patients.

Customer Lack of Service

Opmerkingen: Sadly, I am no longer going to use this product. The customer service cost me a lot in terms of time and patient safety. I pay so that I can access my charts. There should be no reason that you can't get back into your EHR within 24 hours or less. It is 4 days and I am still waiting.

Pluspunten:

The product itself is not bad. It is fairly easy to use. It is somewhat intuitive. The e-prescribe needs some work, but in general it is above average.

Minpunten:

If you need customer service after hours: as when you are on call for the weekend or evening, you are simply out of luck. They do not cover nights and weekends. I got locked out and it is 4 days later and they still can't get me on. This is not acceptable. They think being polite is more important than getting results.

Thoughts on Kareo

Opmerkingen: Overall Kareo is a great product

Pluspunten:

I have been using Kareo since 2012 and it has been very easy to use. The scheduler is very user friendly and east to navigate. I also use the billing end of it as well . I like that it populates the statements that are to be sent as well as the secondary claims that medicare sometimes does not forward.

Minpunten:

I have had patients complain that the appointment reminder calls were not easily understood and did not give specific information about the doctor for the appointment.

Highly recommend Kareo

Opmerkingen: Kareo is so helpful because the list of claims show exactly what stage each one is in.

Pluspunten:

Kareo is very user friendly. In the event I have an issue, the customer service team is immediately available to help me thru, via live chat, phone call or complete email instructions. They are very patient and tolerant of any need I may experience.

Minpunten:

There really is nothing not to like about the software. It has all the features I need for my practice.

Welcome to Affordable Practice Management

Opmerkingen: My office began using Kareo Practice Management software in January, 2015. We had been using our previous vendor since 1986 and although it still works, it was costing $14,000.00 a year for support which we rarely, if ever, used. When I found Kareo at $299 per month I had to give it a try. I began training myself in October 2014 through all of the training platforms Kareo offers. I read the articles, I watched the videos, I emailed and spoke with them on the phone. I found the system easy to learn and kind of fun to use. I introduced the rest of the staff to it in December after deciding that it could work for us. The most difficulty they had was entering insurance carriers for patients which in Kareo are called "cases." Through videos and phone calls they finally got the hand of it. Our practice does not accept any kind of insurance and we opted out of Medicare so I cannot comment on submitting claims through Kareo. I do print up paper claims for surgery patients and the only problem I have with that is you can't print up a claim once the patient has paid the bill and you have entered the payment into the system. You have to remove the payment and change the responsible party to the patient's insurance company and then print a claim which does not show a payment. After printing, you have to go back to the patient's account and undo the changes you made. If your practice participates with various insurance companies, this would not be an issue for you. I also don't use the Kareo billing service. I print up the statements and mail them out myself. The statement template is very well laid out and looks very neat and professional. We transitioned into ICD-10 with no problem whatsoever. Kareo has all of the ICD-10 codes listed and it was a breeze to use their Superbill template and change the ICD-9 codes to ICD-10 codes. We were using our new Superbill on October 1st and everything went smoothly. Kareo even provided us with a list of our most used diagnosis codes and their corresponding ICD-10 codes. Kareo also provides constant updates and they install very quickly and have never caused the software to crash. All in all, I am extremely happy with Kareo. The software works, it's easy to learn and they provide excellent and friendly support. If you call them you are able to speak with someone immediately and they walk you through any problem you may be having. Long live Kareo!

Talk to your billers first

Opmerkingen: Very poor. See above.

Pluspunten:

The clinical interface is good. Intuitive to navigate, looks good, nice use of shortcuts and templates for notes, and nice scheduler.

Minpunten:

Billing is absolutely brutal. I strongly recommend talking to your billers first. This product is pretty universally know as being terribly in the billing community. You will run into problems and it will interfere with your revenue cycle. We unfortunately found this out after having problems getting set up with less than adequate customer support followed by problems with their clearinghouse (and you have no option but to use their clearinghouse). We had tons of rejections and denials for months. Our billers were on the verge of leaving because it was so much of a hassle. We finally switched systems and everything cleared up. This is a truly terrible billing software with poor customer service. I strongly advise talking with your billers before going down this road.

Worst of the worst

Opmerkingen: Ridiculously bad

Pluspunten:

Pricing Is the only thing about it. They made a great presentation and snookered my staff

Minpunten:

Bait and switch. Difficult to use. Doesn’t remember any of your templates. The billing portion drove my staff crazy. Terrible support

Kareo Billing Software

Opmerkingen: As above in comments Pros

Pluspunten:

I love the fact that Kareo works seamlessly with my EHR program, I usually have responses within 24 to 48 hours of claims sent out to the insurance company. If there is a problem with an ICD 10 code I have used, Kareo will let me know before I make my final approval to send the claim. If I receive a rejection or denial Kareo gives me a very specific reason why this happened and I am able to fix the problem quickly. Turn around time is great and Kareo shows me how I am doing with my patient collection as well.

Minpunten:

Integration with our business process took a couple of weeks to be up and running smoothly but I was always able to get the help I needed.

Unethical practices.

Opmerkingen: I have been with Kareo since 2011. There have been some growing pains with the EHR. The support used to be outstanding but now it is very poor. Unanswered help tickets. Losing clients in cue for a help tickets or transfers.

Pluspunten:

The Practice Management portion is very user friendly.

Minpunten:

They steal your clients by telling them to use Kareo's billing service so that your client can get all the training and support they need for EHR and Meaningful Use. Support lacks training in helping your clients resolve issues. They are most likely to tell you that there is an issue on your side. I think the most horrifying part of this is they will not provider your client's support but are more than welcome to take your client from your business and supposedly provides them with outstanding support. I have had first hand experience with Kareo's in house billing. They are another company that only providers data entry and fails to tell the providers that they need an in house biller anyway.