“Comprehensive data and helpful support”

Pros

having comprehensive patient information and the option to attach documents for Worker Comp is incredibly helpful. Generating statements is simple and saves a lot of time and I appreciate the rejection bucket and the no-response bucket for easy follow-up. It took me only a little while to get comfortable coming from a different medical billing system once I figured out the workflow. On top of that, customer service has been friendly and very helpful which I consider a real plus.

Cons

Because there wasn't a previous system here, the integration went pretty smoothly and wasn't difficult at all. That said, there are some Cashpacks reporting details I wish were available right now and those gaps force me to find workarounds. I am managing to work around them for the time being but I'd prefer the reports to include those specifics to make my workflow cleaner and reduce manual adjustments.

“Simple integration and easy interface”

Pros

For our team, integration was incredibly simple and I find the interface really simple so our less tech-savvy staff can use it easily. Since it's cloud-based, I can build a huge variety of custom reports.

Cons

I'd love to have the option to enable two-factor authentication, either through Google Authenticator or via SMS because right now we cannot turn that on.

“clinical side is really easy to use”

Pros

On the clinical side, I found Kareo really easy to use as I adapted to documenting and using its features pretty quickly.

Cons

I find the practice management part of the software somewhat tricky to work with as it's clumsier and far less user-friendly compared to the clinical side which slows me down.

“Smooth switch with helpful features”

Pros

I first started with Kareo in February 2021 and the switch from our previous practice management system was very smooth. Their team actually helped upload all of our patient records such as appointments, demographics and outstanding balances which saved us a lot of time and issue. The platform also sends appointment reminders by text and email and both our staff and patients appreciate that feature. It helps me stay on top of billing for insurance and patients and so far nothing seems to be falling through the cracks. With my old system I had to remember to run a monthly report to find unpaid bills which wasn't hard but I would sometimes forget. Now I can see who needs to be billed every day and if a patient hasn't paid, the receptionist sees the balance before booking another appointment.

Cons

The one issue I come across is that credits on accounts didn't transfer over. For example, if a patient bought a package of 3 services, the remaining credit for unused sessions didn't migrate and had to be entered into Kareo manually. Also, Kareo doesn't offer a native waitlist feature. I have asked a few times if they could add this as it seems like a fairly simple feature to implement but so far nothing has come of it. We would definitely use a waitlist constantly. In the meantime, we have had to keep a separate Google spreadsheet to manage our waitlist which is a clunky workaround.

“Submit claims and message patients”

Pros

As our office's biller, I really appreciate being able to submit claims straight from the program and that eRAs come back so quickly. The messaging tool is something our team uses every day to pass along updates and coordinate tasks. We also enjoy the convenience of texting and emailing patients right from within the application which saves us time and keeps communication centralized.

Cons

One of the biggest areas that needs work is the patient portal. It doesn't let patients schedule or even view appointments directly inside the portal which is frustrating. Another limitation is that only one person can register per email address and that creates issues for families where multiple members get care. During the migration from our previous system into Kareo, a lot of data ended up in the wrong fields so we spent a significant amount of time manually correcting those entries.

“onboarding process is unbearably tedious”

Pros

From the reviews I read, it looked very promising and raised my expectations a lot.

Cons

I ended up cancelling because the onboarding process was unbearably tedious and took way more time than I expected. After they sold me on the product and built up my hopes, nobody warned me about how hard it would be to extract usable information from my old EMR. My team and I spent hours i mean really countless hours trimming and scrubbing our records so that what Kareo would even consider attempting to import was almost nothing more than names, addresses and phone numbers for about four hundred clients. All the additional fields and notes I prepared could not be mapped or integrated in any useful way to reduce manual entry before we could start billing so there was little to nothing I could actually upload. Despite that, Kareo wanted to charge me in the neighborhood of a thousand dollars and the package didn't even include progress notes. Properly migrating the data would have meant committing and paying for roughly seventy-five to ninety man-hours of manual transfer work. In the end, my staff and I did every bit of that cleanup and migration ourselves and it felt like all the effort fell on us.

“becomes really simple once it clicks”

Pros

Once it clicks for me, I find that using Kareo becomes really simple and I can use it to its full advantage.

Cons

For me, the learning curve is noticeable and I found Kareo University a tad too dry

“Super simple with live support”

Pros

It is super simple to use and there's live customer support available whenever I need help.

Cons

I have run into times when the platform runs slowly or is completely unavailable for a few hours.

“Simple and user-friendly for all”

Pros

I find the platform really simple and user-friendly for both my billers and our providers.

Cons

We find generating reports challenging when our providers request a specific A/R report and we ended up paying extra to run certain reports that other billing software already offers as standard features.

“Useful for Running a Small Clinic”

Pros

The software is useful for running a small clinic but I wish there were more training resources explaining how to use its features and functionality.

Cons

the biggest drawback is the limited education about its features beyond a few YouTube videos which isn't sufficient.

“simple navigation with reliable insurance”

Pros

I am happy that it's simple to navigate, the interface doesn't feel cluttered and I appreciate that Kareo reliably handles the insurance enrollments on our behalf.

Cons

the clearing house rejection codes need work as sometimes it's unclear why a claim was rejected and I also dislike that the same email cannot be used for multiple different practices.

“Clean and simple billing layout”

Pros

When it comes to billing, I find the layout clean and simple and it actually makes sense. Plus I like that cash posting as it is simple, with eOBs linked to the claim and then to the visit. overall this tool is pretty good.

Cons

I don't think users should be able to delete items and in my experience some of the setup is really confusing and it's hard to find your way around the menus.

“extremely user-friendly with great support”

Pros

Kareo is extremely user-friendly. Whenever I run into a problem, their support team is right there to guide me through it whether by live chat, a phone call, or detailed email instructions. They're consistently patient and very understanding of any issues I might face.

Cons

honestly I cannot think of anything I dislike about this software as it includes every feature I require to run my practice smoothly.

“simple payments and quick locating”

Pros

I love many features Kareo offers, especially how simple it is to post payments and how quick it is to locate information. Coming in with no prior knowledge, I learned the essential functions after roughly two half-day training sessions. After that, I picked up the remainder on my own without much trouble.

Cons

For example, I'd like greater flexibility in designing my own statements, such as customizing the layout and appearance to better match our needs.

“Convenient all-in-one solution”

Pros

this software provides a broad suite of tools such as clinical chart notes, billing, patient communication, statement generation, payment processing, analytic, billing-service products and more. So to me it really serves as a convenient, all-in-one solution for practice management.

Cons

From my perspective, offering both managed billing services and tools for billing companies creates a real conflict of interest and feels like a shaky business model. I believe trying to handle so many different responsibilities makes it difficult to excel. I guess they would be better off focusing on software development and outsourcing actual US-based billing work.

“easy claim handling and notifications”

Pros

I really like how simple it is to handle and submit claims here and applying them feels simple. I also feel confident because the system notifies me when something's off so I can correct it quickly. Putting through payments is super easy too.

Cons

every now and then a few eRAs won't post on their own and I have to key them in manually. It's a minor issue and I'd say it's probably not a problem with the tool. In my experience the source seems to be to blame.

“Virtually no bugs ever resolved”

Pros

honestly I cannot point to anything about this software that I genuinely love or enjoy using.

Cons

I could go on and on but the main problem for me is that virtually none of the bugs and issues I have reported to them ever get resolved. To give one clear example, I flagged that our notes print out in a completely jumbled format. Their reply came about a month later telling me to print the notes from the factsheet instead. The factsheet is literally hundreds of pages long and expecting me to hunt down the exact page I need every single time is just not realistic. In that same email they added that I should reach back out with any questions but also said that they would close the case. I phoned and explained why that solution was inadequate and they told me they would fix it. Fast-forward nine months and nothing has been corrected. That's just one of many issues I could list there are numerous other unresolved tickets. Because of this ongoing lack of follow-through, I am now in the process of switching to a different system. It's incredibly frustrating.

“Smooths workflows with solid features”

Pros

As a billing firm, I have found it really smooths out our workflows. Plus it offers solid features and has become essential for us. I honestly could not do what I do as efficiently without it.

Cons

Customer support is a major headache as we still have tickets open that have sat for months and I keep wishing for a dedicated account manager to jump in when issues arise. Some parts of the product are confusing or don't function exactly right and without more responsive or hands-on support, resolving these recurring issues becomes a real chore for our team.

“Natural and easy to reach help”

Pros

I am really glad that everything is so natural and whenever I need extra assistance it's simple to reach a helpful person quickly.

Cons

honestly I cannot think of anything wrong still, I know that if I ever ran into an issue there would always be someone available to help.

“Simple for the whole team”

Pros

We're not particularly tech-savvy, yet new hires pick this software up quickly and everyone on our team, including providers, finds it simple to use. I have noticed that common daily tasks are very accessible be it ordering labs, sending referrals, messaging patients and scheduling are all easy to get to and work reliably. They also keep us informed when new features are released and include links to short videos that show exactly how to use those additions which is helpful for onboarding and refreshers. Problems have been rare but when I do run into something, customer support is consistently helpful and the wait to reach a real person by phone is short. All things considered, this is the best software I have had the chance to use in my career.

Cons

I feel like the referral loop feature needs some improvement. The eRx requests area has become a bit of a chore for me for instance, a single patient might have six different medications listed and I have to open and deny or approve each one separately which is tedious and inefficient. I would appreciate an option to select multiple medications for the same patient, choose a single response and submit them all at once. It's especially frustrating when I am denying everything I have to going to deny one. Like I am usually denying all of them but having to click through each entry is time consuming. The denial reason options are also too limited I want a true other choice that opens a text box so I can explain why I denied the request. More often than not the pharmacy is trying to refill an old Rx when a new e-script was already sent and being able to leave a custom message with the denial would clear up those misunderstandings. One more small issue is that when we collect patient histories, the chart sections like social history and medical history let us add custom items but once something is added there's no way to delete it which creates clutter and occasional confusion in the chart.