CollaborateMD Reviews

“billing support issues”

Pros

This system is extremely complicated and customer support is basically nonexistent. Honestly, I can't point to anything positive about it.

Cons

Working with them has been incredibly difficult. They oversell what the platform can actually do and on top of that, they still charge per MB for document storage which feels completely outdated. I never thought billing could become this hard until we moved to this system. Getting support is nearly impossible and when they do respond, it takes far too long. I wouldn't recommend it to anyone.

“unresolved support problems”

Pros

The system is fairly simple and doesn't have a lot of functions but it does include quite a few reports. It works fine with most payors although problems can come up with certain ones.

Cons

Once you run into a bug, don't expect much help, they either don't have developers available or they simply won't fix it. If a payor is having trouble with one clearinghouse and you need it routed through another, they refuse to assist. They handle the basic services but anything involving a future review can get pushed out a week and that kind of delay feels endless. Even though they collect the fees, there's very little willingness to actually help. Support is layered with so many levels that it feels like the whole setup is designed to stall and stonewall you.

“Custom client reports add value!”

Pros

Reporting features have been the biggest highlight for us. Being able to build custom reports and adjust them around each client's specific requirements adds a lot of value.

Cons

Support availability is one part that could be better. The team is helpful when we reach them but having more representatives available to answer questions especially during busy hours, would make the overall experience much better.

“billing efficiency win”

Pros

Right from the start, the interface feels user-friendly which makes billing and claim management much more efficient to handle. Real-time eligibility checks, the built-in clearinghouse and detailed reporting all help keep revenue cycle work organized and aligned. Another big plus is the customer support team, they're knowledgeable, responsive and usually fix issues pretty quickly.

Cons

Even though the system works efficiently overall some features feel a bit outdated when compared with newer billing platforms. Report customization can take more time than it should and the claim scrubbing rules sometimes need manual tweaking. It would also be better with stronger automation for recurring billing tasks.

“fast payment sync”

Pros

Payments post quickly and are deducted from the patient's account without hassle. The program also integrates really well with Practice Fusion and the bi-directional connection is a big plus.

Cons

There's still a little too much back-and-forth between the patient and claims sections. It would be better if those were combined into one place.

“dated but helpful”

Pros

It is fairly user-friendly and it comes with a help desk plus written documentation that makes it easier to learn how to complete different tasks.

Cons

Since it's an older system, there's less automation than I'd expect and it would really benefit from having more hyperlinks within the menus so you can jump between sections much faster.

“Quick claims solution”

Pros

Getting started with it back in 2011 was pretty easy and it has continued to be simple to use over the years. It lets me add my clients into the system and send out their claims quickly, without requiring a lot of upfront cost.

Cons

One thing that has really disappointed me is how limited the support staff's knowledge seems to be especially after the company was sold. That change has been frustrating. I also really do not like the credit card processor CMD selected for the payment portal. There should be more than one option available for that feature. Since it uses Global Payments and they add so many unnecessary fees, none of my clients have wanted to use the CMD payment portal. It would also be much better if statements could be emailed without needing to go through the payment portal.

“trusted custom reports”

Pros

One of the best parts for us is the customizable reporting. The system is user-friendly and very simple to navigate which makes everyday use a lot more convenient.

Cons

Sometimes getting fully accurate numbers in reports can take some extra care since you really need to pick the correct data fields and filters when building custom reports.

“EMR integration success”

Pros

Right from the start, the system has worked really well for both claims processing and payment processing. It's user-friendly, efficient and the integration with our EMR has been excellent. Customer support has also been very responsive and helpful and overall it delivers excellent value for the money.

Cons

One thing that took some extra time was learning how to generate reports in exactly the format we wanted them to display. That said, customer support has been helpful in guiding us through it.

“secure and customizable”

Pros

this software feels incredibly simple and it can be tailored to each specialty in a way that really helps keep our billing accurate. The security features are excellent and the overall usability is one of its strongest points.

Cons

Honestly, we haven't run into any downsides with it. It's been a very valuable tool and has made a major impact on our practice.

“training challenges”

Pros

At least the platform is user-friendly but beyond that there isn't a lot to highlight. The training was below expectations and getting additional help on how to use the system effectively and efficiently is almost impossible. Everyone I speak with asks for examples of issues in the system yet no one seems to actually know how to configure it correctly in the first place to prevent those problems.

Cons

From the start, the setup process has been a mess. Finding clear guidance on how to get the product running efficiently has been an ongoing challenge. The trainer assigned to us seemed to have very limited knowledge and skipped over a lot of important information.

“Simple platform support”

Pros

One thing that keeps me happy with CMD is how simple it is to use. Whenever something comes up, the knowledge center is there for quick answers and for anything more involved, I can reach out through the support chat. The chat feature is something I genuinely enjoy using.

Cons

Since we work on Hawaii Standard Time, the support chat window feels pretty limited because it's only available until 6 PM Eastern Standard Time. That doesn't leave us with much time to connect. Having 24/7 support would make a big difference.

“excellent training team”

Pros

Right from the start, the training was phenomenal. The help line responds quickly and is very helpful and the software itself is very user-friendly.

Cons

One thing I've noticed is that there may be a bit too much packed into the tabs so I end up using the help button quite a lot to locate certain features.

“billing setup success”

Pros

Setting up billing is pretty easy especially when it comes to adding providers, CPT codes, ICD codes and fee schedules. The overall structure feels logical and the way everything connects makes sense.

Cons

The interface and navigation aren't very simple so tracking down the right section can feel a bit awkward at times, like when you're trying to locate a specific claim.

“support left us stuck”

Pros

Being able to enter claims fast without jumping between different platforms is helpful. Aside from that though, the system feels confusing to work with.

Cons

Getting support has been incredibly frustrating because no one responds to my emails. I only receive one hour of training each week and then I am left to figure everything out on my own until the next session. That has left my business stuck in limbo. It honestly seems like my trainer has never entered a claim personally so he cannot relate to what I am seeing and does not understand the issues I am trying to explain. There was also an ERA problem last week and I still could not resolve the claim because he did not know how to handle it. On top of that, he never followed up to tell me what I should do next.

“easy self-learning”

Pros

Navigating it feels very easy and user friendly. I was honestly able to figure out and learn more on my own than I did with help from others.

Cons

Implementation process feels disorganized and takes far too long. It really should not take more than a month to get up and running which was extremely disappointing.

“costly billing headaches”

Pros

Getting started felt easy and the setup process gave the impression that there was a complete, well-organized path to launch everything properly.

Cons

That impression didn't last long. Soon after, the whole experience started unraveling. I was given a list of tasks to complete for credentialing with payors yet billing never brought in a single dollar. Their entire staff seems to be offshore so getting anything handled during PST hours is a challenge. Every issue has to go through a ticket and the available appointment times are usually more than a week out. Support keeps passing things along to other "specialists," which only drags the process out even more. When I tried to cancel after receiving $0 in reimbursement, they threatened to enforce a yearly contract. Even after I escalated the issue to management and was told everything had been resolved, I still ended up getting hit with another bill for thousands of dollars.

“no follow-up support”

Pros

Nothing to mention here.

Cons

Customer support was by far the worst part. An IT supervisor told me they usually only have around 6 to 7 representatives working at a time which is honestly ridiculous. If a call gets disconnected, they don't even try to call back. It really feels like they have no real concern for their clients at all.

“not recommended!”

Pros

For the price, it delivers really strong patient, claims and financial management. I honestly can't recommend it highly enough.

Cons

A few laboratory billing features are still missing especially client billing and invoicing.

“claims and reporting win”

Pros

Generating reports, tracking claims, posting ERAs and having EOBs auto-insert onto bills all feel very easy and efficient to use.

Cons

Getting timely help from customer support is frustrating. Instead of being able to quickly reach a representative for a simple question, they push you to submit a claim ticket and monitor it through their system or rely on self-help resources. If I already knew the answer, I wouldn't need to contact support in the first place.