Kareo EMR

Initially good but is now unusable

Pros

The thing I like the most is that the Kareo team was keen to understand the requirements specific to a mental health practice, both from a business and functional perspective.

Cons

The customer service they provide is undoubtedly the worst in the industry. The process they have for deactivating a provider is very annoying and time-consuming. I have spent up to 2 hours on the phone with them just to deactivate a provider.

Worst company I have ever worked with in my entire career

Pros

I have nothing good to say about this product.

Cons

To date, Kareo (now Tebra) has been the worst company I have worked with. I am a Kareo customer, and our clinics switched to Tebra on 11/23. However, Kareo has still not properly transferred our data. Customer support staff is unresponsive, and I can't get a solution from anyone.

Different name, same terrible product

Pros

The contract interface is visually appealing but that's about it.

Cons

It's difficult to even list all the issues. The scheduling software frequently drops appointments, the customer service is incompetent, the billing reports are inadequate, leading to missed claims and the system crashes regularly. They make grand promises before you make a purchase, but I am still waiting for things that were supposed to be done within a couple of months after signing up. They promise callbacks that rarely happen, and it's nearly impossible to speak to a manager over the phone. They changed their name from Kareo to Tebra due to their terrible reputation, but the product remains just as terrible. I apologize for the rant, but I am very much exhausted from dealing with them. I have reached my breaking point.

Nothing left since pandemic

Pros

Compared to the system I used before the pandemic, this one is superior. It offered direct phone support, free onboarding and training for each new employee (up to one hour). Also the ease of use is there with proper guidance and training. The amount of information packed into this software is extensive, and it takes years to become an expert. Therefore, discontinuing training and assistance is not a good and acceptable decision.

Cons

There is no direct contact with a human via phone. All customer service representative assistance comes in the form of an email to a single person who is likely overwhelmed and takes days to respond. The training videos are outdated and don't align with the current software versions in use. Essentially, for $300 to $400 a month, you are left to figure things out on your own.

Cannot get customer support

Pros

Currently, there isn't much to talk about. Still will like ot mention that the notes feature is satisfactory, but so are the documents in Microsoft Word.

Cons

It is a massive issue that I cannot collect payments from patients. Their customer care has been very poor in the past and it takes them weeks to respond. There have been instances where I left a review, and they called me immediately, which doesn't reflect well on their part.

Be careful--- for medical practices

Pros

The interface functions well, and navigating the windows to handle billing is simple.

Cons

Terminating services with them is very challenging. It is not possible to do it online. When I call, they claim it is terminated, but then they contradict themselves, continue to bill me and even send me to collections. We terminated the service because we couldn't find a competent outside biller who would use their software. We contacted them, and they provided us with three names. We tried two of them, but it resulted in a significant loss of time and money. Eventually, we had to handle the billing in-house until we could switch software and find an outside company to handle it.

Amazing EMR

Pros

Documentation is easy and prescribing is also a breeze.

Cons

Not all the ICD codes pop up easily, and sometimes my documentation gets deleted.

Customer Service

Pros

The EHR works well and is easy to navigate, but there is no support available when there are glitches on the website.

Cons

The customer service is terrible. When the website malfunctions, there's no one to talk to. I have been waiting for over a week for them to fix my website. Suddenly, my online booking stopped working, my picture disappeared and my title became incorrect. When I call daily, they have no one capable of helping and just tell me to wait for an email.

Disappointing

Pros

The onboarding staff were delightful and knowledgeable.

Cons

The service department is practically nonexistent. When I tried billing, I was redirected to another department and the cycle continued.

Fantastic Software

Pros

As a Practice Owner and Therapist, I have found Kareo Medical Software to be very intuitive and efficient. It smoothly streamlines everything from documentation to billing which allows me to focus more on patient care and less on administrative tasks. I highly recommend Kareo/Tebra to fellow practitioners iwho are in search of a comprehensive software solution. Furthermore, it is very affordable!

Cons

I am very much satisfied with Kareo Medical Software. It is truly fantastic when a tool surpasses expectations and leaves no room for complaints. Here's to ongoing success and seamless operations with Kareo.