Tebra Reviews

“Reduced charting time but awful support

Pros

We picked Tebra for several practical reasons such as the cost, the built-in billing tools, the ability to schedule rooms and the option to create customizable templates to train and supervise therapist-interns. Those templates have dramatically reduced our charting time to under five minutes which has been a huge time-saver. The pricing model is also favorable for organizations serving low-income or uninsured clients since we aren't billed for people who don't file insurance claims. That was essential for our nonprofit teaching health center and influenced our decision heavily.

Cons

Our experience with their customer support has been awful. When issues crop up, we often spend hours on the phone just to get someone's attention and then wait weeks before the problem actually gets addressed. The reps are polite and calm but it feels like there are only one or two programmers or technicians who truly understand the platform and can do anything meaningful to fix complex issues. Tebra seems built with physician practices in mind rather than mental health providers. For example, the patient portal's welcome message tells clients they can access all their records at any time as we requested years ago that this be replaced with a more neutral message appropriate for mental health settings but the change was never made even though it would be a very simple technical fix. Another major shortcoming is that therapists cannot generate a list of their own clients. Though it is a basic functionality for any mental health practice that we assumed would be available but discovered only after signing the contract. Overall, these limitations around support, platform orientation and basic mental health workflow features have been frustrating for our team.

“Clear dashboard but too pared-down

Pros

I like that the platform and dashboard are very clear and I can easily spot claims.

Cons

From my perspective, the platform is somewhat too pared-down. It doesn't retain any of the supporting documentation for claims submitted to insurers and only the tracking codes are kept and that omission makes it really hard for me to handle compliance reviews or spot issues during an audit.

“Really user-friendly and easy to navigate

Pros

Really user-friendly as I can easily find features and items throughout the app without any hassle.

Cons

I wish it offered a bit more functionality because I see several places where expanded access would be useful.

“Awful customer service experience

Pros

I found Tebra simple to use and my staff picked up the system fairly quickly. It offers a wide range of handy features tailored to primary care, including patient education resources, clinical decision-making tools, a great televisit setup and reliable patient communication options. The interface looks clean and the sales team was fantastic to work with.

Cons

The customer service experience has been awful. I mean it is nearly impossible to reach a live representative once the salespeople hand things off. My ePCS took months before anyone even began the activation process and when my assistant called for help she was treated rudely by support staff while trying to get it sorted. Getting the billing module running proved unsuccessful for me as despite endless, time-consuming follow-ups and months of chasing, I never received clear updates or a working billing setup. As for lab integration, I wouldn't count on it that also dragged on for months of requests and I still don't have any labs connected to my account.

“Misleading and awkward to use

Pros

At first glance it looked attractive and I liked the superficial design but when I actually used it I found the usability to be quite disappointing and awkward.

Cons

Initially I was told the first two months would be free and the demo convinced me it was both gratis and offered the capabilities I needed but that turned out to be misleading. The patient engagement features and intake forms simply didn't do what I required and despite reaching out to Tebra's support repeatedly, responses often took weeks. eventually I gave up and asked to cancel my subscription because I never actually used it or saw a single patient through the system. Now they're attempting to bill my credit card $1,256.40 without my permission and they have even locked me out of the platform so I cannot remove the card on file.

“Support ignores bug reports

Pros

Having used Kareo for twenty years, I am very familiar with its features and quirks.

Cons

I find their support terrible as they consistently ignore bug reports and give them no attention.

“Dreadful and unreachable support

Pros

When I used it with Kareo, it wasn't awful. I could still get by, though it behaved more like working from a paper chart.

Cons

honestly everything about it has been a problem for me. the customer support is dreadful, often taking more than a week to answer a simple question and practically never reachable and I have been attempting to cancel for months without anyone giving me clear instructions on how to do it.

“Customizations fail and telehealth glitchy

Pros

their customer support tends to be fairly accessible. There are some customization options that let the system work for certain clinics, like using templates and building my own documents to send out to patients. I also appreciate that they don't charge extra fees for additional signed documents which has been convenient.

Cons

Customer support was not able to offer me real workarounds for the problems I ran into. With the custom intake documents I built, the information collected doesn't populate the chart the way the standard intake forms do. instead it only appears as uploaded documents which defeats the purpose for my workflow. I have found a total lack of responsiveness or any willingness to have a meaningful conversation about system features that aren't functioning for my practice and I even had to explore ways to terminate my contract because nothing was getting resolved. Customizations are slow and pretty hard to implement. The telehealth feature was glitchy in a way I'd never seen before like I had to mute myself to avoid the other person getting dropped while I typed something I don't experience using Zoom or Google Meet. It's not possible to set an appointment location to in-home and many health history questions are irrelevant to my practice yet cannot be removed or edited. I am also unable to track standardized rating scales like the Vanderbilt or other measures and intake form customization is severely limited. Onboarding support ends after three months, leaving you dependent on whoever you happen to get in customer service afterward. My online presence/profile is glitchy too despite numerous attempts and repeated interactions with support, there remains a profile attached to my name that's completely inaccurate. Finally, self-scheduling cannot be enabled without exposing a location which is a dealbreaker since I provide telehealth visits from my home.

“Oversold product with no support

Pros

Honestly I got nothing as they oversold it and the product doesn't match what they demonstrated.

Cons

I haven't received the claim payouts which caused revenue shortfalls and put my practice at risk. Plus customer support is nonexistent, they mislead customers and the notes system feels outdated.

“Payment collection nightmare forces closure

Pros

For me, the documentation is simple and the templates perform as expected.

Cons

I want to make sure I don't forget what happened. their support for handling eRAs and eDIs is practically nonexistent. Although the people in customer service come across as pleasant, they rarely resolve anything and the loyalty team becomes unreachable after about 2 pm despite saying they are still on duty. It's been an absolute nightmare trying to collect any payments from them and I ultimately had to shut down my practice because of the mess. The administrators seemed unfamiliar with how to configure eRAs and eDIs properly and depend almost entirely on a handful of so-called specialists who hardly communicate with clients. Whenever I or others open a ticket, the cases get closed without any real fix to the issue. On top of that, the cancellation fee is absurdly steep and they still insist on charging it even when your practice isn't generating revenue due to their poor service and support. The loyalty team shows little care or empathy like they don't value the business relationship and frequently try to pin the blame on the client for failures that stem from their own poor execution. I am deeply dissatisfied with the product, the service and the support from this platform and I am warning anyone reading this not to buy it.

“Simple and easy appointment scheduling

Pros

I really like how simple it is to schedule patient appointments. it makes managing my calendar so much easier.

Cons

For me, the billing section gets confusing at times and I have a hard time when reprinting invoices which feels unnecessarily difficult.

“Streamlines billing and communication

Pros

With Tebra, streamlining billing, communications and telemedicine provides an integrated platform for my patients, providers.

Cons

I have found Tebra can take some time to fully roll out in our practice.

“Predatory company with no support

Pros

From my perspective, a predatory company uses its platform to entice people and extract payments rather than to actually solve problems. I found Tebra to fit that description and based on my overall experience there was nothing redeeming about Tebra whatsoever and I would not recommend them to anyone.

Cons

I had a terrible experience with Tebra's customer support as it was essentially non-existent and ranked at the bottom. After their sales reps convinced me to sign up, they seemed interested only in getting my payments rather than helping me actually use the software. The platform did not work for my practice and instead of helping resolve the issues so I could rely on the system, they focused on ensuring I continued to be billed despite my inability to use key features. I reached out for assistance and was repeatedly told they couldn't provide the help I needed to make the functionality usable for my clinic. That was particularly frustrating because other vendors were able to collaborate with us and get their products running in our environment but Tebra said it wasn't possible for them. even after I explained that I was forced to cancel due to the system not performing as promised, they hit me with a substantial early termination fee. Given how much they prioritized collecting money over delivering a functional product and supporting my clinic, I am warning others not to use this company because it felt like their main goal was to take my money.

“Misled into contract with hidden fees

Pros

After I signed a contract with Tebra, within a day it became clear I'd been given the wrong impression about what they actually offer so I canceled the agreement.

Cons

I only learned about the fees and extra charges after I'd already signed the contract.

“Worst company ever

Pros

I can't think of anything positive to mention here.

Cons

Without a doubt, this is the worst company I have ever worked with. I'm a Tebra customer, and our clinics switched to Tebra on 11/23. However, Tebra still hasn't properly transferred our data. I have not gotten a response or any solution from anyone from the support team.

“Changed their name but not the quality

Pros

The only thing I like about this tool is its interface as it is quite attractive.

Cons

There are so many problems, it's hard to even list them all. The scheduling software often drops appointments and the customer service is completely incompetent. The billing system doesn't provide accurate reports, which leads to missing many claims that I thought went through. The system crashes regularly. They make grand promises before you buy, but I'm still waiting for things that were supposed to be done within a couple of months of signing up. They assure you that someone will call you back, but it rarely happens. It's nearly impossible to get a manager on the phone. They changed their name due to their terrible reputation, but it's the same awful product. I know it sounds like I'm just ranting, but I'm so exhausted from dealing with them. I've truly had enough.

“Not recommended to medical practices

Pros

I like the interface because it functions well and it is easy to navigate the windows for billing.

Cons

Terminating their services is a real struggle. I can't even do it online. When I call, they initially claim it's terminated, but then they say it's not and continue to bill me and send me to collections. We wanted to terminate because we couldn't find a competent outside biller who would use their software. We reached out to them, and they gave us three names. We tried two, but it ended up wasting a lot of our time and money. Eventually, we had to do the billing in-house until we could switch software and find an external company to handle billing.

“Non existent customer support

Pros

At present there is nothing extraordinary about this tool. Yes, the notes are ok but so are Microsoft Word documents.

Cons

It is a major issue that I can't collect payments from patients. In the past, their customer care has been very terrible and it takes weeks for them to get back to you. Or sometimes, when I have left a review, they immediately call me, and that doesn't look good.

“It has gotten only worse

Pros

At first we thought that the Tebra team is trying to understand the requirements of a mental health practice from a business and functional perspective. However this was not the case.

Cons

I have to say, their customer service is the absolute worst in the industry. The process they have for deactivating a provider is ridiculously time-consuming and complex. I have actually spent up to 2 hours on the phone with them just to deactivate a provider.

“Quaity massively dropped since pandemic

Pros

Before the pandemic, I used a less efficient system. With this one, I had direct phone support, free onboarding, and user-friendly features. It compresses a lot of information, which takes time to master. Cutting off support abruptly is unacceptable.

Cons

When it comes to getting help, direct phone contact with a human is missing. Instead, all customer support inquiries are directed to a single overwhelmed individual via email. Unfortunately, responses to these emails can take days, leaving users feeling stranded. Additionally, the training videos provided are outdated and do not align with the current software versions, leaving users to navigate the system largely on their own despite paying a significant monthly fee of $300 to $400.