InSync EHR Reviews

“Stressful experience

Pros

A few members of the support team were truly outstanding and the built-in note feature did come in handy. Beyond that, there really isn't much more I can say because the overall experience was terrible.

Cons

This ended up costing my businesses thousands in extra expenses and created a massive amount of stress for both my staff and me. It's hard to even put into words how much pressure and frustration it caused all of us.

“valuable patient refill reminders

Pros

Over time, it started to win me over. I really valued the patient refill reminders and the messaging system. We also had a coordinator assigned to us who was thorough, took our concerns seriously and sent over plenty of S&Ps. Once we learned the workflow for canceling prescriptions, managing them and checking PDMP, the e-prescribe feature worked really well.

Cons

At the beginning, the system was painfully slow for the first 3 to 4 months, to the point that I had to rely on AI for charting because the EHR was too sluggish to click through during visits and document at the same time. There are also multiple ways to complete the same task which creates a pretty steep learning curve, very similar to the feeling of using EPIC for the first time.

“Using Insync for EMR

Pros

One of the things I really love about this system is how billing and progress notes are all in one platform. It's super convenient and having everything in one place makes it so much easier to manage. I also really like how the dashboard is fully customizable. I can arrange it exactly how I want, so it fits my workflow perfectly.

Cons

The overall color layout isn't anything special. It's kind of mediocre and I feel like some things are a bit redundant. There are a lot of gadgets that repeat the same information and that can get confusing at times.

“Overall good EMR

Pros

There are so many great features and enhancements that make using this system much more efficient. Every update seems to bring something new that improves the user experience. It's clear that a lot of thought and attention has gone into the development of these features and I'm always discovering something new that makes my job easier.

Cons

Sometimes, the features just don't quite hit the mark. There are some technical issues that pop up regularly and it can take a while for them to be fixed.

“Still unsure, too many issues

Pros

The clinical charting schedule feature is one of my favorites. It's been such a helpful addition and I enjoy how it streamlines the process of scheduling and managing appointments. It's made my workflow more organized and I feel much more on top of everything with this feature.

Cons

There are continuous errors that pop up and fixing more complex issues feels like a huge challenge.

“Good tool

Pros

For the most part, It works pretty well and I've only had a few minor issues here and there. Overall, it's been really reliable and I haven't encountered any major problems that have stopped me from being able to do my work. It's one of those systems that just works and when there are small hiccups, they're usually easy to resolve.

Cons

I've noticed that when a client cancels an appointment, the confirmation email should not be sent out. It's a small thing but it definitely causes confusion when that happens.

“My experience with Insync

Pros

It is designed to be pretty self-service, which is both good and bad. I appreciate how much I can do on my own without needing to rely on support all the time. However, there are moments when I do need additional help, especially when it comes to linking information from Insync to the EDI system. It's not a huge deal but it can take a bit of extra effort to get everything synced up properly.

Cons

It would be so much better if we could create our own reports. Having that flexibility would help us a lot and save time, especially when we need specific information that isn't readily available.

“Top EHR for behavioral health

Pros

What I really like about It is how user-friendly it is. It's also highly customizable, which means I can tailor it to fit my specific needs. plus it comes with so many extensive features and tools that allow me to do just about everything I need. The system isn't just functional, it's adaptable and gives me a lot of options to work with.

Cons

Some parts of the system are really technical and to be honest, they require a lot more research and support from their tech team.

“Easy to use

Pros

One of the best things about this system is how easy it is to learn and use. I'm not particularly tech-savvy but I found it pretty simple to pick up. The user interface is interactive and I didn't need a lot of time to get comfortable using it.

Cons

Our billers have had some trouble learning the system. There's definitely been a learning curve and it's not been the smoothest transition for them, especially with how complex some of the features can be.

“Very simple to learn

Pros

Honestly, It is incredibly user-friendly and I've learned so much about it in such a short time. The more I use it, the easier it becomes to use and I'm always discovering little tips and tricks that make it even more efficient. It's definitely been one of the easiest systems to get the hang of.

Cons

One issue I've encountered is when the patient's name pops up automatically but it's not the patient I actually want to select.

“Below Average

Pros

While this isn't perfect and might not have all the features of some other products I've used, I do like the color scheme and layout. The design is clean and simple, which I appreciate and it makes everything feel organized.

Cons

The helpdesk staff are friendly but we've had too many repeat tickets. It feels like the helpdesk doesn't really know how to handle smaller companies with no experience managing health records. For example, changing codes isn't just about changing the fee schedule , it's a lot more complicated and we had to put in so many tickets to address it. We've been dealing with this issue for over a year just to get it right for billing, which is unacceptable.

“Getting things done

Pros

I've noticed that getting issues solved is a lot more efficient now. Whenever I run into a problem, the response time is much quicker and I don't have to spend a ton of time waiting for a resolution. It feels like the support team has really streamlined the process of fixing things, which is a huge time-saver.

Cons

Personally, I prefer speaking to someone over the phone. I'm old school that way and I feel like it's easier to get issues sorted when you can talk to a real person.

“Great support!

Pros

It has been really stable for me and I haven't encountered any major downtime. Whenever I've needed help, the customer service team has been friendly and responsive, which makes dealing with any issues a lot easier. It's comforting knowing that I can rely on the system to be up and running, and if anything does go wrong, there's always someone there to assist me.

Cons

Some report patterns can't be saved, which is really frustrating and the insurance ID used in billing is often wrong.

“Some pros, some cons

Pros

One of the standout things about this system is its amazing capabilities. It has helped us solve some pretty big issues that we were dealing with and I'm impressed by how well it handles complex tasks. Whether it's managing large volumes of data or streamlining workflows, It has the tools to make everything more manageable.

Cons

The interface feels really clunky and slow and it's not as simple as I'd like. also it doesn't integrate well with other software, which can make tasks take longer than they should.

“Not simple to use

Pros

The training was really thorough and gave us a sense of confidence that things would run smoothly. I felt prepared after going through it and it made transitioning to the system a lot easier.

Cons

After the implementation, we really felt lost. Support was no longer just a phone call away and it felt like we were stranded. It's as if we were left out in the middle of nowhere without much help.

“Fast & the EHR grows with us

Pros

A really great feature is that most of the reports can be exported to Excel. This makes pulling and organizing data so much easier, especially when we need to create specific reports or present information in a different format. Having that ability to export is a huge bonus and saves us a lot of time.

Cons

There are just too many ways to accomplish the same thing in the system and it can make training really difficult. While having multiple options is a good thing in some ways, it definitely adds to the complexity and can be overwhelming for new users.

“Amazing software

Pros

It's incredibly useful and I'm constantly impressed with how well it works. The support team is quick to respond whenever I have questions or need assistance with configurations. One of the best parts is that we're now using an EHR that doesn't require a bunch of workarounds. Everything just works, which is such a relief compared to other systems I've used in the past.

Cons

I'd love to see the system separate administrative tasks, configurations and user workflows to make training more efficient. For new users who don't need to know every aspect of the EHR, this could make things way clearer. It would also be great if there were more options for individual facility customizations, especially for practices with multiple locations.

“Ideal tool!

Pros

The reporting capabilities, claims options and work queues are all really helpful features. They allow me to keep track of everything more efficiently and make it easier to manage day-to-day tasks. It does a great job of organizing everything, so I don't feel like I'm constantly chasing down information.

Cons

One thing that bothers me is how long it takes to fix a problem. It seems like issues can drag on and sometimes when you open a new screen, the display gets shifted around, which can be really annoying.

“Enjoy working with InSync!

Pros

We've been working with InSync since 2017 and I've seen how much the system has improved over the years. Each year, they make updates and enhancements that streamline the system and make it even more useful. It's great to see how committed they are to improving the platform and making sure it stays up to date with our needs.

Cons

Honestly, other than the occasional glitch, I don't have many complaints.

“I use Insync every day

Pros

I love the little features that make a big difference, like being able to easily slide appointments to a different time slot. It's also super helpful to see how many notes are started vs. unstarted. The option to send "to-dos" to others also makes communication and task management so much simpler. These small but impactful features really make the system very easy to use.

Cons

It's frustrating not being able to copy and paste into charts while documenting. also if I don't enter information in a specific order when scheduling an appointment, I have to reset the time seen, which is just an extra step that shouldn't be necessary.

“Terrible!! Just RUN!

Pros

There is nothing that can make it the best or ok for me. In other words, there is nothing positive to mention.

Cons

Everything is an issue. We recently found out that in just the first half of 2024, 663 claims were never generated. The reason? There are numerous problems with generating revenue, claims or invoices. This amounts to over $1 million in losses as many claims are Medicaid with strict timely filing requirements. Since the Change Healthcare hack, we have had to switch to using Availity and more than half of the claims we download from Insynch and upload to Availity are 'missing'. This creates a nightmarish process to track which claims were sent and which ones failed. Insynchs use of multiple clearinghouses only complicates matters further.

“Not fond of the customer service

Pros

Qualifacts acquired InSync, and I am pleased that they did not completely remove the valuable features of InSync. They worked on fixing many of InSyncs issues, which was very impressive and appreciated.

Cons

When we initially transitioned to InSync, it was easy to get help by calling someone. Now, with the ticketing system in place, I have had four to five tickets disappear entirely which forces me to recreate them. A month later, I received emails about these tickets, which had been internal only with no notification to me. This led to more ticket creation likely overloading their system and making me feel ignored.

“Had a good experience

Pros

I like the appearance of the software and the fact that its easy to use. Also, there are so many customizations that I can do which is great.

Cons

I really find it hard to download the entire chart of a patient at once. There is also no option for bulk actions while performing any tasks.

“Its a really bad EMR

Pros

I like the reporting feature even though there are a lot of limitations involved.

Cons

It is not user-friendly and operates slowly. The site frequently goes down, slowing down our whole process time and again.

“System can use some updates but still works for us

Pros

Everything I need can be easily found in one system with reports that efficiently collect data without any large gaps. A huge number of helpful reports and the system's customizability help improve its utility. Quick responses from customer service and ongoing updates contribute to a positive experience. Im always asked to suggest updates and provide feedback on customer representatives particularly regarding the billing side of the system for our practice.

Cons

Regarding the patient scheduler, it functions more as an appointment requester than a true scheduler from the patient's perspective. Unfortunately the customer representatives often fail to call us back at the times we specify as available. Other than that, theres a restriction on the number of team members authorized to create tickets for issues which becomes problematic when technical difficulties arise and were not available to help us. When explaining how certain features should work or suggesting improvements the customer reps knowledge rates about a 4 out of 10. Lastly, the requirement to purchase Insync without the option for renting or trialing it is inconvenient.

“I think you can find a better option with better response time

Pros

I used to have a really good opinion of InSync but it really changed after Qualifacts acquired it. Customer support's communication and overall quality of the product got affected. Submitting a ticket often results in it getting lost due to blame-shifting between staff members.

Cons

We experienced delayed response times due to lack of communication and right kind of customer support. We find investing in an open-source software a better option because it allows for customization.

“Pretty useles

Pros

I am dissatisfied with the software because the interface is really outdated and there is no logical form structure.

Cons

The absence of form logic complicates things for users adding unnecessary complexity. Although data extraction through spreadsheets is feasible the program lacks analytical features at the practice program or organizational level.

“Reaching customer support is a nightmare

Pros

Its very rare to experience downtime with this system and its very smooth to take notes. some features should be added for claiming submissions even though it still works.

Cons

Theres too much of clicking and waiting for screens to load which severely hampers workflow efficiency particularly when navigating through multiple screens. Furthermore the system fails to update automatically to reflect actions like reviewing a PMP note resulting in additional clicks and waiting time. During installation there were numerous errors such as incorrect taxonomy codes and misconfigured claims sending for supervision. Although technical support was available at the time the recent acquisition by Qualifacts has resulted in deteriorating service with long wait times and limited support access. We switched to InSync for its scheduling platform for new patient appointments but it proved unreliable often offering appointment times that were already occupied.

“Great features and adaptability

Pros

InSync has a range of great features and it is very adaptable to agency-specific workflows and services.

Cons

In our industry Electronic Visit Verification EVV is becoming essential particularly for community-based services. I think integrating EVV with the EMR system would streamline operations by avoiding the need for multiple systems.

“Excellent customization and management

Pros

The excellent customization options and smooth transition to InSync has really helped our practice a lot. The support from InSync/Qualifacts staff has been outstanding and the systems customizable workflow meets our companys needs almost perfectly. Our project manager and implementation specialist were exceptionally professional and helpful. InSyncs interconnected systems streamline tasks and its reporting functions excel. Managing employee permissions is also a huge plus point.

Cons

The Roles and Permissions feature lacks detailed descriptions making it challenging to understand the scope of each permission. While some reports provide summary/raw data others dont although overall the system offers excellent reporting features.

“A great option for a growing company

Pros

I really like the extensive customization options provided by InSync despite some initial setup challenges. The startup teams support throughout the process was really impressive with special thanks to the person communicating with us for all the help.

Cons

The care plan including smart goals may not be perfect but it serves our needs really well.

“Easy navigation and prompt support

Pros

Once customization was complete the practice management side of the software became highly useful and easily navigable for our providers. Timely customer support and responsive onboarding team also made our experience better.

Cons

There are a few things related to customizing research and some evaluation requirements that need to be looked into.

“A really pleasant onboarding process

Pros

We really liked some features such as the document manager, scheduling note customization and patient portal of InSync. Customer support representatives helped a lot during the installation process which really helped us understand how to use the software to the best of its ability.

Cons

Setting up electronic faxing has been a major challenge for us.

“Its very user-friendly

Pros

It is very easy to book with InSync and their representatives make sure to help sort all our problems related to workflow.

Cons

We experienced a lot of glitches during the initial phase but their support team was really good at resolving them.

“Great interface but updates are needed

Pros

The pre-integrated BHSD Module and simple interface, make InSync a user-friendly for our team. Other than that, the availability of customer support Microsoft Reporting and Clearinghouse connectivity are really important and helpful features.

Cons

Transparency regarding the Go-Live process is crucial to managing expectations. We suggest allocating time between Data Migration and Training to ensure proper setup. Also some improvements are needed in the Claims Processing screen to display more claims at once during searches. Earlier integration of the PT portion would have resolved certain issues with billing rules and gotten rid of these problems.

“The need to improve the launching process

Pros

I am really fond of this software because it is really well-designed and makes mental health management a very easy process.

Cons

The installation process was too long and the support person initially assigned did not have much understanding of our practice needs providing inadequate advice. We were also pressured into purchasing unnecessary training hours. Although subsequent personnel were more competent considerable effort was required to rectify the initial errors. However even after official launch we found ourselves lacking essential information and third-party vendors were unresponsive.

“Smooth transition!

Pros

Transitioning to InSync from our previous EMR was notably easier and the InSync teams supportive and flexible attitude made our experience really pleasant.

Cons

The integration process with our business workflows did not align well with our expectations probably because of a smooth flow from our end.

“Integration can be improved but works fine

Pros

A really helpful feature we found was its automatic copay charging feature. It made a lot of things easy for us.

Cons

So far we havent faced any issues, everything has been going really well for us.

“Happy with our transition to InSync

Pros

The ability to customize the system to our organization's needs is great despite some complexity in admin tasks. Overall the transition to InSync has been positive regardless of the time it took to completely learn it.

Cons

We were disappointed that clients' preferred names couldnt be displayed. While we understand the necessity for billing purposes, having preferred names visible would actually enhance user experience.

“Great EHR

Pros

InSyncs exceptional customization capabilities and efficiency during implementation make it a great choice for optimizing workflow.

Cons

InSync is feature-rich but mastering its functionalities requires time and effort. The search bar is useful but requires specific keywords to yield desired results.

“InSync staff know how to get organizations up and running

Pros

InSync offers inherent system customization and numerous reporting option allowing us to analyze practice data with ease.

Cons

Not all aspects are as customizable as we would like them to be.

“Electronic Health Record

Pros

Integrating our workflow process into InSyncs software was particularly beneficial.

Cons

While the billing aspect remains somewhat confusing we anticipate improvement with more experience.

“HCO Behavioral Health Services

Pros

The fully customizable nature of InSync aligns perfectly with our practice's requirements.

Cons

Certain important documents were missing from the program or not readily accessible.

“Major Upgrade for our practice

Pros

InSyncs flexibility allows practices to tailor it to their specific needs with critical functionalities such as a patient portal and automation of routine tasks greatly improving efficiency.

Cons

Due to its tailored nature, the software requires extensive setup time. Although the abundance of settings and options can be overwhelming initially familiarity with the systems patterns and shortcuts eventually pays off.

“Setting it up was tough

Pros

Integration and implementation presented challenges worsened by an inadequate specialist. However a switch to a better specialist improved our experience significantly.

Cons

The coding system doesn't meet our complex practice needs resulting in billing inaccuracies and dissatisfaction from payers. We require a more robust tracking system for invoices specific to each service.

“Review of our implementation.

Pros

Support team provided the programs development details properly as they understands our practices needs and providing valuable suggestions. Their responsiveness to changes and patient approach during training were commendable.

Cons

We encountered difficulties understanding provider tiers and faced unexpected costs for additional features. Communication with third-party vendors could have been better but ultimately we overcame these challenges and the system now functions as intended.

“Extreme drop in service after switch to Qualifacts

Pros

Post-acquisition by Qualifacts the previously satisfactory EHR and RCM support declined significantly.

Cons

We found the RCM team lacking in support and assistance.

“Better than what we had

Pros

InSyncs customizability report running abilities and various modules such as Post Hospitalization and Federal Probation and Parole are appreciated. Working with Jenn was a positive experience despite challenges.

Cons

While many modules/functions work independently integration within the system is lacking necessitating workarounds and compromises. Customization options are limited for certain features such as the ASAM. Clearer communication between departments is essential to avoid misunderstandings.

“Great company!

Pros

The softwares comprehensive features greatly enhance medical practice management patient record keeping and billing efficiency.

Cons

Implementing the system demands time organization and dedication but the end result justifies the effort.

“Increase anxiety while attempting to "make this system" applicable to a speech therapy practice.

Pros

Anticipating future enhancements for customizable forms enhances the softwares potential functionality.

Cons

The systems capabilities were misrepresented leading to disappointment in its adaptability to our specific needs.