“Considerate support staff”

Pros

This software is very simple to use and the customer support team has been fantastic whenever help is needed.

Cons

scheduling doesn't offer as much flexibility for larger practices with more than 11 providers.

“Simple claims tracking”

Pros

Navigating the platform and keeping up with claims is very simple and everything runs without issues.

Cons

Customer support can be hard to deal with and there isn't a dedicated account manager to help when needed.

“Maintains a strong sense of trust and credibility”

Pros

It has been the best option for attracting patients while maintaining a strong sense of trust and credibility. It also helps a lot by centralizing work which improves overall quality and keeps daily operations more organized.

Cons

Because it is a modern, high-quality system, it really depends on having a stable internet connection to manage tasks properly and keep data updated. Outside of that, I have not noticed any major downsides.

“Diligent support”

Pros

Starting out with it at my current job was basically trial by fire. I had no formal training at all and was simply placed in practice mode and expected to learn it on my own. With help from their support, a lot of reading and keeping a superbill in front of me, I was able to get billing up and running. Four years later, I'm very comfortable using it for billing, AR, reporting and other day-to-day tasks.

Cons

The reporting side could still use some improvement. Certain reports are more difficult to build than they should be. I'm also not a fan of the two-step insurance setup. I would much rather have a single place to enter insurance details instead of separating the insurance company from the insurance plan.

“Can access it from any device”

Pros

It's very user-friendly and I can sign in from my phone, desktop, iPad or laptop which makes it really convenient and portable.

Cons

The diagnoses section is really poor. ICD-10 should automatically bring up the codes I use most often instead of making me scroll through hundreds of obscure codes that I never use. On top of that some are listed as "conditions" and don't transfer into the diagnosis section. That's a major weak point in this software and I end up wasting far too much time using another program to look up codes because they don't populate well in Kareo. I keep hoping this gets upgraded or updated soon. Also, ROS should carry over when the SALT option is selected.

“Strong reporting”

Pros

Being able to check my patient schedule in the app has been really useful. I also prefer having the option to work from the desktop version instead of relying only on the web-based one. The reporting is especially strong, particularly for tracking therapist productivity and claim status. Compared with other software I've used before, these reports are much simpler to navigate which matters a lot when you're running a private practice.

Cons

Something I'd really like to see improved is printing appointment lists for patients. In physical therapy, patients usually come in for multiple visits and that type of report is a bit harder to recreate than it should be. I've also had several patients mention that the automated phone reminder calls can be confusing to hear so it would be helpful if those messages were made clearer.

“Disappointed with the support”

Pros

The interface definitely looks polished, assuming you can actually figure out how to use it.

Cons

Support has been extremely disappointing. They assign you a "coach" who walks you through setup but even after that, the system still doesn't function the way it should. They were unable to transfer my clinical data from my previous EHR so I've been stuck entering everything by hand. They also handled my insurance enrollments which sounded helpful at first but those appear to have been submitted incorrectly because they're being denied. It also doesn't sync with my G Suite calendar and there's no Android app at all. Whenever I need help, even for something basic like my user account not appearing in the system, there's nobody available after hours or on weekends so I'm left waiting until Monday. Considering what they charge, I expected far better service and support. I also looked into their billing assistance but the percentage they want to take is absurd for a small practice. On top of that, the billing representative keeps calling nonstop, I got three calls just this morning. The free month was nice but I still can't get the system working properly. Overall, it has felt like a complete waste.

“Wonderful flat monthly pricing”

Pros

As a private specialty physical therapy practice, the flat monthly pricing has been a big plus since we pay the same base amount regardless of how many claims we submit. Kareo was also very simple to learn so getting started didn't take much time.

Cons

The process for printing an appointment list for a patient could be more simple. It would also help if the text and email reminder messages were customizable for each individual practice.

“Lets me quickly locate info”

Pros

Working as a direct service provider, I really appreciate how quickly I can find the information I need, including the dates of clients' appointments with other providers who also have access to our agency's Kareo system.

Cons

It's split between two separate platforms, the internet version and the computer application and each one has functions the other can't handle. For instance, I can't search for documents in the desktop application, while appointment scheduling can only be done there. It's not a major problem though because logging into either system is quick and convenient.

“support staff never lets you down”

Pros

It has been very user friendly for me and is simple to navigate. Whenever something comes up, support is always available and easy to reach. Overall, it's been a really solid billing software.

Cons

My only issue is with some of the reports. It would be better if they offered a bit more customization.

“Valuable reports”

Pros

The platform is user-friendly, the reporting is solid and billing is quick to access when I need it.

Cons

payment posting doesn't show a total amount. I still have to grab a calculator to make sure the amount entered is correct.

“Comes with a lot of useful features”

Pros

Using this software feels very simple and it comes with a lot of useful features like managing multiple schedules, offering different appointment options and organizing everything with color coding.

Cons

The messaging feature still needs some work since it can be hard to keep track of messages that have been sent or received.

“Easy cloud access”

Pros

Its very simple overall. Since it's cloud-based, getting access is simple and handling Schedule II prescriptions is also convenient.

Cons

Creating your own templates can be challenging. Another issue is that patients can reply multiple times to appointment reminders and those messages end up getting sent to every user in the group.

“Comprehensive set of tools”

Pros

It gives users a complete set of tools for handling billing and collections at a reasonable cost. It also includes plenty of reports that can be customized to fit most needs.

Cons

At times claim denials and clearinghouse rejections can feel a bit unclear when trying to pinpoint exactly where the issue is.

“Works well on any device”

Pros

Being web-based is a big plus especially since it works really well on an iPad and basically any device that supports a browser. The layout is clear, the system feels user-friendly and it's simple to navigate without much of a learning curve. Most of the time, access to data is reliable, with browser speed being the main limitation. I also like that the platform is modular so you can pay for the specific EHR and practice management components you need. The feature set is solid and they continue to improve the software by adding more functionality over time.

Cons

The constant marketing emails pushing other features is frustrating. It also doesn't make much sense that HR isn't included at no extra cost when you're already using the practice management side since that forces practices to rely on another system. Reporting within practice management could also be much more flexible because right now the available templates feel too boilerplate and may not meet the needs of every practice. On top of that, support for doctors participating in MIPS needs improvement and they really should offer a QCDR option.

“Incredible scanning features”

Pros

Using it has been pretty simple overall. It's simple to navigate, eligibility checks can be done for certain cases, the scanning features work really well and some reports are quick to pull and easy to follow.

Cons

A few things still need improvement. Patient alerts can't be separated into tabs based on who should see them and billing-related alerts do not carry over to statements. Completed patient statements should automatically update in the patient's chart. There also need to be more options for managing or filing claim outcomes. It would help if Kareo occasionally prompted users about enrolling in ERAs from insurance payers that are not yet set up and patient payment functionality should be available across all accounts.

“Everything our practice needs”

Pros

Right from the start, the platform has been very simple to use. The customer support team is wonderful, billing through it is simple, payment collection is hassle-free and uploading documents into charts is quick and convenient. It really has everything my company needs.

Cons

I don't have any complaints. Any time I've had a concern, I contacted Kareo and they made the needed changes. My company has been using it for the last 6 years and it has continued to meet all of our needs.

“Worth every penny”

Pros

Installation was quick and simple and whenever help is needed, the support community responds fast. Considering the cost, I really haven't seen a better option out there.

Cons

From time to time performance slows down a bit while an upgrade is happening.

“Extremely flexible”

Pros

The software gives a lot of flexibility and I can review the data in different ways depending on what I need to understand at the moment. That makes it much easier to see what's going on at any given time.

Cons

Support can be frustrating at times because they seem a little too quick to hand confusing issues off to the clearinghouse or back to the customer instead of fully resolving them. Another downside is how rigid the replacement claim process is, you can't simply update it, you have to close out the original claim and submit a brand-new one.

“Easy to get comfortable with”

Pros

Getting comfortable with this system doesn't take long and using it day to day feels very simple. One feature I really appreciate is being able to see the ERA right in the general account information after clicking on the charge.

Cons

Something that would make it better is showing after posting whether the payment was applied to the deductible, copay or coinsurance. Right now, I have to open the payment itself to check how it was applied.