“Impressed by simple and easy navigation”

Pros

I am really impressed by how simple everything is to use and the functions themselves are very simple to navigate.

Cons

For me some parts of the billing module feel overly complicated because there are numerous steps involved before reaching the final result.

“Integrated eligibility check saves time”

Pros

I really like that Kareo has an integrated eligibility check. Not having to jump into multiple external portals just to confirm coverage seriously makes my workload at least ten times easier and saves me so much time during the day.

Cons

One frustrating issue I keep running into is that with the latest update Kareo forces you to leave the patient's insurance information screen just to check eligibility which interrupts my workflow and feels really inefficient. The same clumsy behavior happens when I am adding a new Medicare policy as I have to exit the insurance area and then re-enter it to select hospice because the dropdown won't respond unless I do that sequence and that wastes time. It would be much smoother if these checks and selections could be done inline without bouncing me out of the section. Also, I'd appreciate if Kareo would automatically capitalize patient demographic fields as I am typing them every other system I have used does this automatically and it prevents inconsistent entries and extra cleanup later.

“complex workflow and too many clicks”

Pros

The salesperson set very high expectations and the Kareo Video training did turn out to be helpful. Setting up shortcuts was also simple which saved a bit of time.

Cons

There are far too many unnecessary clicks and windows throughout the system. It feels complex, not very user-friendly and still built around a legacy-style setup. Overall, the workflow is inefficient and much more complex than it should be.

“Nonexistent support”

Pros

Back when I first started with Kareo EHR in 2013/2014, it was free and the support was actually excellent. I've stayed with it for far too long but I'll definitely be switching to another platform soon. At this point, in 2020, I'm paying close to $700 for 1 physician and 1 PA and whenever something goes wrong, there's basically no customer service available. I can call, send an email or submit a ticket but it feels like everything disappears into thin air. On top of that, the customer service reps seem poorly trained or not trained at all, to deal with the problems that come up.

Cons

Support is practically nonexistent and there always seems to be some kind of issue especially after the frequent updates.

“deleted records and constant outages”

Pros

Honestly, I don't have much positive to say aside from a few staff interactions that at least weren't terrible.

Cons

Medical records get deleted far too often. Buried in their service agreement is a disclaimer saying they are not responsible for deleted records and they do not have any internal backup system. There are less expensive options that are also far more dependable. One staff member told me the company had recently gone through major internal changes and was dealing with a heavy volume of errors. On top of that, the system goes offline regularly. We were left without an EHR for two full days and all we got was a generic email asking for feedback. I replied and never received any response. The platform is also not user friendly at all. You have to learn their own coding structure and something as basic as modifying your consult note should not require technical know-how. To make matters worse, tech support seemed completely unfamiliar with the software. I honestly knew more than the person helping me. Their support is outsourced to a company in India and they were clearly not experts in the product.

“Quick responses from the team”

Pros

It's relatively simple to use and the help line responds quickly and is very helpful whenever assistance is needed.

Cons

Patient statements don't include previous account activity and patients often complain that earlier transactions are missing.

“simple to teach”

Pros

The system is very user-friendly and it doesn't take much effort to show others how to use it.

Cons

I haven't been using it long enough to point out any dislikes or issues at this time.

“Hard to navigate”

Pros

It is used across many different healthcare practices and some end users seemed satisfied with it likely because they hadn't worked with other comparable programs and didn't have much to measure it against.

Cons

Compared with other similar software, it felt difficult to navigate. Pulling standard reports was frustrating and the process of resubmitting claims or following the claim history was unnecessarily complex.

“Impressive functionality”

Pros

It feels very simple to use. I appreciate that it offers a lot of functionality without becoming complicated. The top of the application isn't cluttered with too many icons which makes it quick to navigate and helps me get where I need to be without wasting time.

Cons

If there's one improvement I'd suggest, it would be adding a way to highlight or flag values that fall outside the normal range.

“incredible support and smooth integration”

Pros

The customer service has been good and it works really well alongside our other PT software.

Cons

I don't have anything negative to say

“Frustrating billing workflow”

Pros

Compared with other billing platforms, there really isn't anything positive I can point to.

Cons

From adding a patient to finishing a bill, the whole process feels disconnected. Even something as basic as entering a patient's insurance takes three or four extra steps. Looking up eligibility is another headache because the results are so long and tedious that it feels like you could spend forever reading through them. You also can't count on seeing accumulative amounts and when they do exist, you have to dig through multiple pages just to locate them. While the layout is fairly black and white and can seem somewhat user friendly for a biller, this is still the worst software I've used.

“Tablet-friendly tool”

Pros

Using it feels simple and it works especially well on tablets which makes it very convenient to use day to day.

Cons

The biggest downside has been the very poor tech support and the e-prescribing feature is also an issue.

“they value users”

Pros

Right from the start, the platform feels comfortable to use. It's user-friendly thoughtfully designed and clearly built by a team that pays attention to user feedback instead of making it feel overcomplicated or awkward.

Cons

Nothing has come up as a problem yet though I'm sure something will eventually. Even then, I'm not too concerned because the Kareo team seems like the kind of group that will jump on it immediately and make sure it gets fixed.

“buggy system”

Pros

Electronic prescribing does include useful safety tools like interaction warnings, drug information and formulary details. That does help when checking whether a new prescription could conflict with medications the patient is already taking.

Cons

Unfortunately, the system goes down far too often and has multiple bugs. It will not electronically send two narcotic prescriptions for the same patient and it also will not handle custom items like diabetic supplies electronically. On top of that, it does not interface with local radiology centers or labs such as LabCorp or Sonora Quest, even though that was promised during the sales process. The templates they claim are available are not actually there. Another frustration is that you cannot be logged in from more than one computer at a time like a desktop at your desk and a laptop in the exam room and we were told this was due to a HIPAA violation which is clearly not accurate. I have worked with EPIC, AHLTA, the VA system, Allscripts, NextGen, Citrex and several other EHRs and I have never run into this kind of limitation with any of them. Based on what we have dealt with, I would strongly suggest looking at other options unless you want the same experience.

“Regular updates”

Pros

The value and customer support have been outstanding. It stays very responsive and regularly updates the system in ways that keep it user friendly. Features like online scheduling, online intake forms and the overall usability keep reminding me that choosing it was the right call.

Cons

I'm not thrilled with the ICD10 lookup. Having to enter both a problem and a diagnosis instead of only the diagnosis feels awkward and inefficient. Because of that, I end up using a separate online ICD10 code lookup and I'm hoping this gets improved over time.

“Handy reports”

Pros

The reporting tools are really useful and the system is very user-friendly overall.

Cons

A few features don't function properly when using electronic posting to process Medicare checks as secondary.

“Support is always available”

Pros

So easy to operate and whenever something goes wrong, there's always someone available to help fix it or point you in the right direction. The training videos are also really useful for getting back up to speed when needed.

Cons

The hardest part has been getting everything set up with the insurance companies. It's very different from working with an outside biller, where the process usually doesn't take nearly as long. It feels like if you're already approved and established with the same insurance companies, switching over should be much more like pressing a button and definitely not take over a month. We're already being charged for the system while just sitting and waiting to use it because of the insurance transition. That process really needs to be handled in a better, more smooth way somehow.

“Helpful support material”

Pros

Getting around it is pretty simple and it doesn't take much time to understand how things work. There's also a lot of support available, with video and written help you can pull up whenever you need it.

Cons

There hasn't been much to complain about because the experience has been very positive overall. The posting side can be a little confusing at first but the available help resources do a good job of clearing that up.

“awkward navigation”

Pros

At first, the desktop layout looked appealing during the sales demo.

Cons

Once I started using it moving between screens with all the information felt difficult and awkward. The medication ordering tools were especially poor, particularly for controlled substances. I had to enter the drug details again every single month, including the dosage, route, maximum daily dose and other information. It wasn't a user-friendly system and overall felt very inefficient.

“Quick to learn billing”

Pros

Billing with it was quick to learn. Even without any previous experience, I was able to understand it and start using it without much trouble.

Cons

The setup and initial integration took more time than I expected but once everything was launched, it worked really well.