“Stay away from it!”

Pros

Any positives this software might have are completely outweighed by the company's policies. It feels like they do not care whether your business is profitable at all, they only care about taking their share. I would not recommend going with this electronic medical record system.

Cons

It put me in a financial hole once and I nearly let it happen again. I strongly advise against using it because it can put your business at serious risk of bankruptcy. Their credentialing service was especially damaging, they took 16 months to get me credentialed which cost me $40,000 and they did nothing to make it right or offer any real support.

“weak support”

Pros

It is pretty simple to handle and if your setup goes right from the start, handling your ERA can be done quickly. Looking up patients is simple and updating an encounter is only about one or two clicks away.

Cons

Customer service and technical support are the biggest letdown. Their support team is based in Asia and the people answering often seem to have limited technical knowledge. It's common to be left waiting on the phone for 25 to 40 minutes before finally reaching someone who just brushes off the issue. Most of the time, you end up solving the problem on your own or just putting up with it.

“Support falls short”

Pros

The pricing was a big factor in choosing it when our practice was just getting started. Early on, our Success Coach was genuinely helpful and that support made a difference. There also seemed to be quite a bit of staff turnover at first which made those first few months harder to navigate. Even with that, the Success Coaches ended up being the strongest part of it's customer support.

Cons

Unfortunately customer support simply doesn't seem staffed well enough to respond quickly enough to be useful. There have been multiple times when my staff or I sat on hold for more than 30 minutes just trying to reach someone. In the past couple of weeks, I also opened a case and was told someone would call us back within a specific timeframe. A full week went by and when my staff followed up, we were told the case had been closed without anyone ever contacting us, while the issue was still not fixed. We've also run into problems with provider superbilling, where diagnosis codes get reordered between the provider view and the billing view. The provider enters them in one order but billing sees them in a different one.

“Awesome billing tools”

Pros

found it userfriendly and the billing features turned out to be especially helpful.

Cons

The notes section didn't add much value, there weren't many documents available for counselors as opposed to psychologists and the cost was quite high.

“No real support”

Pros

It left a poor overall impression although the sales team was very friendly during the buying process.

Cons

Once problems came up there was basically no customer support available to help with troubleshooting.

“misleading sales approach”

Pros

I can't point to any positives because I still haven't even been given access to the software.

Cons

Customer service has been very poor and communication between departments as well as with customers has been frustratingly unclear. The sales approach felt misleading and even before I asked to cancel, no one could give me a timeline for when I would actually get access.

“Constant crashes cost us revenue”

Pros

It connects to the billing software which does make the billing process more convenient.

Cons

the software crashes constantly and sometimes it stays down for an entire day. When that happens, we lose access to patient information, can't check patients in and can't collect co-pays. It basically forces us to reschedule appointments which leads to hours of lost productivity and leaves staff unable to do their jobs. We've lost thousands of dollars in revenue because the software has been so unreliable, faulty and nonfunctional. Reaching customer support is no help either since it's nearly impossible to get a live person. All you get is the same prerecorded message saying they're aware of the issue. There are better and more affordable options available so it's worth doing your homework and thinking carefully before investing in Kareo.

“Feels like a scam”

Pros

This company feels like a complete scam. They did not deliver what was promised in the contract yet still charged us $1,200 even after openly acknowledging they had failed. The implementation manager missed several meetings they had scheduled which made the whole process even more frustrating. After two months, PatientPop still had not provided a usable website. In just a couple of hours on Wix.com, we were able to build a far more professional-looking site with the same SEO features at a small fraction of the cost. There are plenty of other providers out there that are cheaper, more professional and much better to work with.

Cons

The service is overpriced and the quality is extremely poor. Customer support is basically nonexistent and it really seems like they only pay attention until the contract is signed and billing begins but after that they do not follow through on what they promised.

“Quick setup”

Pros

As new users, getting started has been pretty simple. The system was simple to set up and using it has felt very manageable from the beginning. We also connected our Practice Fusion program with one of our companies and that process went very well too.

Cons

payment posting for certain accounts has been challenging especially when claims need to go to secondary insurance companies. That part seems to require more training for us.

“convenient note access”

Pros

Navigating through the documentation pages feels very simple and once our providers finish their charting, there's barely any delay before I can print their notes.

Cons

Having a way to view all the documentation a provider has completed for the day or even the week would be nice.

“Perfect fit for my workflow”

Pros

After spending a few weeks learning the ins and outs, the software became very simple to use. I probably only use a portion of everything it can do but for what I need, it works perfectly.

Cons

My only wish is that it could connect with more than one EHR in my industry. Right now, the only integration option available is Medicfusion.

“Proactive support”

Pros

Whenever a question comes up or I need help with something in it, their team gets back to me fast and usually resolves the issue right away.

Cons

I do not have many complaints about the program.

“user-friendly reporting tools”

Pros

It is simple to manage and it makes finding reports and customizing them pretty simple.

Cons

It would be helpful if it included an appeals module. It also falls short on clearinghouse reports so I still have to reach out to Kareo support whenever clearinghouse issues come up.

“Simpler than other systems”

Pros

Feels very easy to operate. You can pretty much sit down, open it up and begin billing just by following what's on the screen. I've used other systems like Athena and Epic and compared to those, it feels much more user-friendly and refreshing to work in.

Cons

There are still a couple of things on my wish list. On the clinical side, I'd love for Kareo notes to automatically pull CPT codes into the superbill. On both the platform and billing sides, it would also be really helpful if it connected with the NPPES file so when searching for a doctor or practice for referral purposes, all of that information would already be populated.

“Instant access to client records”

Pros

It is a very user-friendly platform to navigate and I appreciate that client information can be pulled up in just a click or two.

Cons

I'd really like inactive patients to be moved into an archive. Having names show up that are no longer active clients makes it take longer to get around the platform. The telemedicine pricing is also unreasonable at $7 per session. Since telemedicine makes up about 80% of my business, it's hard to budget for it because the total is always a surprise at the end of the month. If something is added to a company account, there should also be a way to remove it. Every time I log in, I still have to see a doctor who is no longer with my company and apparently that cannot be taken off. On top of that, your company can lock us out of the system without any notice, while the bill does not change and that forces us to stop business because I cannot run any telemedicine sessions. There should at least be advance notice so we can inform patients especially in mental health cases involving anger management and PTSD. Also, when notifications are turned off for a client, no one should still be contacting them. The telemedicine side says they must send three notifications but sometimes they go out at very odd hours. If a company disables notifications, that decision should be respected.

“excellent onboarding”

Pros

Getting started went really well especially with Rose, the coach assigned to me. She spent plenty of time helping, clearly knew the program inside and out and played a big part in helping me get up to speed quickly. The software itself also feels simple and user-friendly for what I need it to do.

Cons

I customized a few tabs and now can't modify them because they were used once in an earlier chart. I just wish that limitation had been explained upfront since I didn't realize those customizations would be locked in later.

“hassle-free solution for patients”

Pros

Using it with our patients has been quick and simple. Entering information is simple, there are no problems during the process and everything works fast.

Cons

Nothing negative to say about the software because I haven't run into any issues at all.

“Top-notch security tools”

Pros

My phone syncs with it right away which has been really convenient. The security tools are excellent and add real peace of mind when it comes to protecting against ransomware. Importing documents is simple and charting has been efficient as well.

Cons

The scheduling side could use more flexibility for concierge-style practices. I don't work with fixed office hours so it would be much better if I could post my availability as far as four months in advance.

“Plenty of resources available”

Pros

Even without being very computer savvy, this software feels very approachable and simple to work with. There are also plenty of resources available which makes it easier to learn how to use it and find answers when needed.

Cons

Moving from one section to another can be a little difficult.

“Very user-friendly overall”

Pros

This product has been a pleasure to use because it's so simple to navigate. It feels very user-friendly and works well for people with all kinds of technical skill levels.

Cons

I'd really like to see more customization for reminder texts, emails and phone calls. Right now, clients tend to feel the messages are too vague.