Tebra Reviews

Pros

I love the layout of Kareo. The dashboard is great and offers a lot of functionality while still looking clean and professional. The clinical portion is great as it shows all the sections of the note on one page. The ability to add and remove sections is also very useful. The interaction checker is nice, but needs improvement. The iPad app is really slick and I preferring using it when adjusting my patients (Chiropractor), as it allows me to quickly tap on each segment I'm adjusting from a list.

Cons

There is very little support for natural products/supplements in Kareo. You CAN make it work, but it's definitely not easy - requiring manually entering every single product you wish to recommend in the "Drug Favorites" section.

Alternatives Considered

athenaOne, Practice Fusion, ChiroTouch and CharmHealth

Reasons for Choosing Tebra

Practice fusion started charging for their basic service. When we started looking at paid EHR options we found that Kareo had more of the features we wanted. One of my colleagues also recommended it to us.

Switched From

Practice Fusion

Reasons for Switching to Tebra

The best combination of price and features we could find!

Pros

I like the ease of use for all types of tasks and how you can modify it to your taste.

Cons

The customer support needs improvement wether is by phone and by email.

Alternatives Considered

WebPT and Practice Fusion

Reasons for Choosing Tebra

We were able to send claims out with this EMR and that is what we needed most.

Switched From

OptimisPT

Reasons for Switching to Tebra

It could be modified to our companies needs and it was a great price.

Pros

Ease of use! able to find things everywhere easily

Cons

Wish it had a little more, I feel like there are opportunities for additional access

Pros

Tebra was easy to use and the team was able to familiarize themselves with the system pretty quickly. Has a lot of useful functions for Primary care. Patient education, decision making tools, televisit platform and patient communication were pretty good. System looked nice and the sales team is great.

Cons

Customer service is horrible. Very hard to get in contact with a live rep after the sales team is done. It took months before anyone was able to even start getting my EPCS active. Customer support was rude to by my assistant in trying to get the EPCS resolved and active.

I was never able to get the billing portion up and running. It took months and constant time consuming follow up with customer support to get any kind of news for the billing portion.

Lab integration? Forget about it. That also took months of follow up and I still do not have any labs integrated with my account.

Alternatives Considered

Elation Health

Reasons for Choosing Tebra

Looking for EMR with better Booking system and mobile capability

Switched From

Practice Fusion

Reasons for Switching to Tebra

Price was more reasonable, but you do get what you pay for

Pros

Billing module is great once you learn how to use it. Learning curve is great

Cons

Setup and learning to use it. Lack of support

Alternatives Considered

Epic

Reasons for Choosing Tebra

Too many down times with the software and poor support

Switched From

OpenEMR

Reasons for Switching to Tebra

They replied back first when I sent out request for quotes

Pros

As long as you use the phone to call them, their customer service was pretty available.

Some customizing possible to make it work for some clinics. Such as templates and being able to create your own documents to send to patients.

No additional fees for extra signed documents.

Cons

Customer service being unable to find me workarounds for my issues.

With customized intake documents, data collected doesn't go into chart in any way like the intake documents that come standard. It just goes into uploaded documents.

Complete lack of responsiveness or willingness to discuss concerns around system features not working for my practice and needing to find options to end my contract.

Customizations are long and tedious.

Telehealth platform was glitchy. I had to put myself on mute in order to not have the other person get cut out while I was typing. I've never experienced this with zoom or google meet.

Unable to customize appointment location to be in-home. Many of health hx questions completely irrelevent, but unable to customize.

Unable to track rating measures for forms like vanderbilt etc.

Unable to to customize intake forms.

Onboarding support ends after 3 months. Then you're at the mercy of whomever you get on customer service.

Glitchy online presence profile. Despite MANY attempts and working with customer service many times, there is still a profile attached to my name that is completely inaccurate.

Unable to allow self scheduling without showing location. Since I provide telehealth visits from my home, this is doesn't work.

Alternatives Considered

Valant EHR Suite, athenaOne and Office Practicum

Reasons for Switching to Tebra

price and promised ability to customize to work for my practice

Pros

We chose Tebra because of 1) price, 2) billing features, 3) room scheduling capacity, and 4) ability to customize and train therapist-interns using customized templates. The templates have cut down our chart time to <5 minutes. The price is good for agencies that serve lower-income, uninsured as we are not charged for the clients who do not bill insurance. This is a critical feature for a nonprofit teaching health center such as ours.

Cons

Terrible horrible no-good very bad customer support. If something goes wrong, it takes hours on the phone to get their attention and weeks for them to get around to it. The workers are courteous and calm, but it seems as though they may have only 1-2 computer programmers/technicians who really understand the software and can do anything about a technical problem.

Tebra is not designed for mental health customers, but for physicians' practices. The portal welcome message tells customers that they can access their records at any time. We have asked for this to be changed years ago to a more generic message that works for mental health, but they won't do this. It's a very easy technical fix.

It is also not possible for a therapist to get a list of their clients -- this is such a basic feature of any mental health practice that we didn't think to ask if it was possible before we entered into the contract.

Pros

The staff and their support through initial setup, continued training, billing issues, and routine management of my practice. Customer support is easily the most important part of a program like this and they have a 5 star group!

Cons

I think the app on the phone has more issues than I would like but I am sure it is hard to combine all the perks of the desktop version into an app without an issue.

Pros

We love how easy working with Tebra helps the practice, patient management go smoothly.

Cons

I would love a faster response when tickets are opened. Example, our office opened a ticket on Monday the 19th for insurance posting concerns, it is now Weds the 21st and we haven't had any response from a Tebra rep.

Pros

Simplistic platform and dashboard. Easy to identify claims

Cons

Maybe a little too simplistic. None of the backup documentation for a claim submitted to insurance is stored in the platform, just the tracking codes. Makes it difficult from a compliance standpoint to spot audit.

Pros

There are no advantages to this EHR vs other comparable EHR's.

Cons

This corporation has not prioritized clinical practice. It is essentially a long-standing billing platform that threw together an EHR to get more money from clinicians. You can not reliably and consistent order medications with this platform. There is always some sort of failure in the system, either electronic prescribing, or electronic prescribing of controlled substances, or both. There is no meaningful customer support. A physician, or even the owner of the company, is unable to explain simple issues to IT. Instead, regardless of who you are, or what your status in the organization is, you must call customer support and waste an inordinate amount of your valuable time only to have, essentially a low-level telephone operator tell you THEY will "escalate" your issue to IT. There is no follow through, nor accountability. Nothing will be fixed or addressed. You can not speak with anyone who is capable of actually DOING anything.

Alternatives Considered

Veradigm EHR, athenaOne and Oracle Ambulatory EHR

Reasons for Choosing Tebra

Similar IT/Support issues. Customer service/satisfaction must be first - in any business. That's Business 101. They get an "F".

Switched From

Practice Fusion

Reasons for Switching to Tebra

My biller uses Kareo. That was THE ONLY REASON. It was to facilitate billing. Bad decision. 😒.

Pros

Claims reports are good. Clear and easy to understand.

Cons

Where to start? Billing is a joke - each claim line counts as a claim in the total you get each month - not per patient date of service as described and indicated multiple times by the sales person. Training was supposed to be weekly checkins, and actually training time. Our trainer literally did one session, and then we never heard from her again. When we were approached by customer service to see how we were doing, we flat out explained all the issues, no training, any time we did reach out to the trainer we were told to go look online when we already had, enrollments had not communicated an important step and it cost us nearly $1000 more one month due to their errors, etc. Supervisor took notes, explained how training should have been and was sorry that did not happen, yet specifically made mention how the trainer would not be reprimanded or counseled in any way on this issue, no one time adjustment on fees since we did not get the training we were promised in writing. Did suggest filing a case with accounting to see if we could get some of the submission fees refunded - that has been going on over 6 months now with no response - don't exepct one at this time
Reports overall are missing - cannot get a detailed A/R report to print that shows both insurance and patient on the same print out - I can do patients, or I can do insurance but not both on same report
System likes to lag when trying to change screens - IT has been out and its not our systems, its Tebra
Not being able to do everything in a cloud based system is frustrating - apparently front desk and providers live in the cloud based side, billers and accountants live on the desktop side - this should be fully cloud based by this point in time - other systems have figured it out years ago

Pros

Presentation of the note is great when printed out. You can compare prior notes to the current appt but only so far back and if they have a bunch of therapy notes, you can’t find medical appointments in the drop down.

Cons

E-prescribe crashes often-2 or 3 times a month. Often the pharmacy drop down box is grayed out and you can’t change or pick a pharmacy. So you need to go all the way out to demographics to put in your preferred pharmacy to get it as an option. Once you take a scheduled drug off the med list (accidentally or otherwise) you can’t move it back on. You can only move non-scheduled drugs back if you refill. You have to sign out of note each and every time for more than one schedule drug. Customer service is terrible. I respect they took Black Lives Matter day off last year but NO one was available and our system crashed. I’m moving to another state and will never use this program again.

Pros

Interface works and easy to navigate the windows to bill

Cons

Very difficult to terminate services. Cannot do on-line. When you phone, they state it is terminated, but .... then they say it is not and continue to bill and send you to collections. It was terminated because we could not find an outside biller that was competent that would use the software. We contacted them, and they gave us three names. We tried two, but lost a lot of time and money. Eventually did the billing in house until we could change software and get an outside company to bill.

Pros

The feature I like most about Kareo is the built in eligibility feature. Not having to login to numerous portals to check eligibility makes my job 10X easier!

Cons

I wish Kareo would not make you get out of the pt insurance info area to check the pts eligibility. This happened with the newest update and it is not very efficient at all. Also the same with adding a new Medicare policy, you have to get out of the insurance area and go back in to check hospice, the drop down box won't work unless you do this. Not efficient at all.
I would also like to see Kareo automatically capitalize pt demographics when you are entering them, all other software programs I have used have this feature built into them.

Alternatives Considered

eClinicalWorks

Reasons for Switching to Tebra

The built in eligibility feature, price and ease of use.

Pros

Setting up new patients has been an ease, as well as navigating the calendar, collecting cash and credit card payments, and texting or receiving messages from patients via the portal.

Cons

Online scheduling features created duplicate patient records which have been cumbersome to fix. I have lost patient notes, either through user error or the system timing out. Billing insurance has been a nightmare to say the least.

Alternatives Considered

Zoom Workplace

Reasons for Switching to Tebra

Easier for patient to receive notifications and the ease of selecting during the scheduling process

Pros

The software is web-based and very easy to use on the iPad as well as any other format that supports the browser.
It is easy and intuitive to use and everything is well laid out.
You can access the data most of the time you’re only limitation is the speed of your browser
The software is web-based and very easy to use on the iPad as well as any other format that supports the browser.
It is easy and intuitive to use and everything is well laid out.
You can access the data most of the time you’re only limitation is the speed of your browser The software is modular in that you paid for different modules from the E in charge of the software and practice management features
They have a great feature set. There always improving and adding more functionality.

Cons

There are too many marketing advertisements in my email for other features. The HR should be included for free if we do the practice management it doesn’t make sense to be forced to use another software. The practice management needs to have more versatility with the types of reports we can generate it is plenty of boilerplate template that should suffice most practices.
They need to have better support for doctors were trying to participate in there are too many marketing advertisements in my email for other features. Each shot should be included for free if we do the practice management it doesn’t make sense to be forced to use another software. The practice management needs to have more versatility with the types of reports we can generate at this point your boilerplate template that should suffice most practices.
They need to have better support for doctors were trying to participate in MIPS. They should be a QCDR.

Pros

Fairly easy to use on a daily basis for me as the physician, entering SOAP notes. I did like immediately entering ICD-10 and CPT codes right after seeing the patient and writing my note.

Relatively inexpensive compared to other options

Cons

Whew....

1. I guess my expectations for a "success coach" were different from what they provide. If, during implementation you want to schedule time with your "coach," that person provides you a link to THEIR schedule and you find a time (usually at least a week away) and pencil yourself in.

2. Many ICD-10 and CPT codes for my specialty are not in Kareo when you go to create the superbill. It's been 2 years now....unacceptable.

3. To link to a lab or pathology...they provide you with a form which then gets sent to that lab. From there it's up to you to see that it happens. Both the hospital lab we use and UCSF dermatopathology were unable to link with Kareo.

4. The "voice reminder" feature is a really bad late '70's computerized voice. If it calls a patient and gets a voicemail...it begins talking as soon as it hears a voice (the message) so by the time the patient's recorder begins recording...the message is already almost over. The patient is left wondering what that computerized voice was and who called?

5. The visual accounting screen is really poorly laid out.

Alternatives Considered

Nextech EHR & PM

Reasons for Choosing Tebra

The features in Kareo sounded good and we felt an EHR with billing in one package would be the way to go. Ugh. As noted above, many of the features we were excited about simply don't work. EHR's are simply a government-mandated way for sales folks in CA and FLA to cut into health-care profits. They unequivocally DO NOT make our lives as physicians easier, nor is there anything that shows they improve patient outcomes.

Reasons for Switching to Tebra

Cost

Pros

It has a smooth feel and not terribly hard to learn how to navigate the software. Also has a nice and easy to use self help page to look up "how to do's" on your own. The customer support is always friendly.

Cons

Several glitches. We were told to get the P400 card processor, which worked for a few swipes, then no longer is capturing on the Kareo side; however, the Stripe is capturing the transaction. We had made multiple phone calls to Kareo and Stripe, none of which has ever resolved the situation, and this has been months of reaching out.
Also a big glitch in the patient's appointment times. We have Eastern time zone set, but it keeps sending our patients who have a 3PM appointment reminders that their appointment is at 12PM. Reached out to help desk who still haven't resolved the issue.
Another glitch noted in medication note section. When you go to make a note or give a reason why a medication is being discontinued, the system glitches and the note is not saved.
Putting in diagnostic codes or adding to problems is cumbersome. Why is there still a ICD-9. I literally have to have a separate window in CDC ICD 10-lookup to find the code number, then put it in Kareo.
There are other little things that I can't quite remember right now....

Pros

It is easy to access patients and to schedule them.
It looks pretty

Cons

The communication, or lack of it I should say.
We have asked them to let us know once they have our statements ready to go so we can make sure that only the right statements are being sent. In the last 6 months we have been told once, (each month we ask and they tell us that they will do it next month, or they passed the info onto the team) In June they finally let us know... But in July again it was sent without letting us know, and once again we are dealing with upset patients who received statements.
The issue goes even deeper than that. Kareo has been messing up on posting payments to our “at time of service” accounts. We have had to double check to make sure that things are being entered correctly, and yet some statements have gone out with payments due, that had been paid, but Kareo did not credit it correctly if at all.
The other issue is the communication when letting us know that an MVA insurance is turned down. So that we can get the right information, instead they just let it go for 2 or more months before an internal follow up. That is another issue. There can be 2-4 months between follow up on some of our accounts. We have encountered stuff being sent to the wrong clearinghouse and they keep sending it only to find it being rejected. Rather than calling WA State LNI, or printing paper billing to send, they keep sending it and getting it denied... We only found this issue when we called WA state LNI to see why we had not been paid for a client, to find out that they had not received a bill. We then called Kareo and asked them and they let us know that the clearinghouse denied it repeatedly.
I could keep going on with issues, but I think you get the idea.
Because of their mistake, it has almost closed the doors of our practice.
And I have not even started on the Credentialing issues we had with them doing it for us. It took us well over a year to get Medicare - and the only reason we got it is that we took over submitting the paperwork and such. They told us we where credentialed with LNI of WA and we were not. When we asked them to clean up the mess, they stopped talking to us. So we had to take over and get credentialing with multiple providers after paying them to do it for us.

Pros

Anything good about this software is overshadowed by the company's policies. The company does not care whether you make money or not. They only care that they get their cut. Do not go with this electronica medical record.

Cons

KAREO Bankrupt me on one occasion and I almost let them do it a second time. Do not use KAREO. You are putting your business at severe risk of bankruptcy. Absolutely do not let KAREO do your credentialing. It took them 16 months to credential me and I lost $40,000. They did nothing to help.

Pros

e prescribing is an excellent option however sometimes in kareo when prescribing one medicine it will delete another medicine off the chart

Cons

Horrible EMR system, it went down for three weeks, thats right three weeks in May and no one responded from the company other than "we are working on it", we were left helpless, we couldnt send medications or even practice medicine. It jeopardized patient safety and Kareo stated afterwards "it was fixed, sorry we switched vendors" When we tried to leave the contract due to this issue they stated NO, they demanded we stay or I would be sued leaving our psychiatric practice stuck with Kareo. Fast forward to now and the system went down again for the past six days, thats right our psychiatric practice that takes care of 5,000 patients has NO EMR system, no access to records, no ability to prescribe or render care and we are completely helpless and stuck during a pandemic with very emergent patients. This forces very unsafe care yet they still demand the contract be abided by. I would NEVER use Kareo even if it were for free. The customer support is horrible and nonresponsive as well. LOOK elsewhere ad be aware of their fake reviews on other sites.

Pros

Relatively simple user interface, ease of navigation, ability to send lab orders electronically, responsive customer support, engaged customer support specialist during on-boarding, the note structure is great because you can see all the note sections all the time, which makes concurrent charting a breeze.

Apparently the billing side of things is nice to work with (I don't work with that side of the software, though), On the patient end, it does a great job with appointment reminders, and the telehealth platform has proven relatively user friendly (though it does seem to have some audio reliability issues).

Overall, Kareo generally seems open to feedback and does seem to strive to make improvements, which is perhaps the most important thing of all.

I will gladly modify this review in the future if the application efficiency and usability improves, because I really do like a lot about it. There are currently just too many problematic areas for me.

Cons

A little context: My work computer is a MacBook Air (M1, 2020) that is running up-to-date Monterey OS. I have used both Chrome and Firefox, both up to date (the recommended browsers) to work in Kareo and both have problems. My computer is also about 3 feet away from a high speed, very reliable wifi router.

Issues:
Until very recently, there was no auto-save feature for notes, and if something happened - your computer died, your internet disconnects for a second, or Kareo closes for any reason - note gone, unless signed or manually saved. This was made much worse by the fact that I was getting error messages (Code: 500 - internal server error) constantly. Clearing cookies/cache did not help. Re-booting the machine did not help. I think these are Kareo-end problems, but even if they are due to something on my end, support did not have solutions for me, and i spent hours on the phone/email/screen-sharing.

To Kareo's credit, at least now notes auto-save as I work, so I don't lose more notes in a week than i had previously lost in my entire career, but these error messages still happen, forcing me to re-load the site regularly.

Also, Chrome (normally my preferred browser) will not let me use templates in my notes. I can open them and click boxes, but when I close the template form, the things I select do not populate into my note, rendering this useless. Mind you, these are Kareo-developed templates, not ones that our practice has created, so they should work.

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Pros

I love the eligibility tool. I also enjoy the help doc, I can usually look up what I need which is much faster than calling customer service.

Cons

Requesting new features takes a long time to get done. Also the time difference. If I have an issue at 8 and it is only 7 in California my wait time for customer service is much longer.

Alternatives Considered

NextGen Office

Reasons for Choosing Tebra

Price

Switched From

Harris CareTracker

Reasons for Switching to Tebra

Price and I am very familiar with Kareo.

Pros

The user experience using the software tele health function and billing

Cons

I own a small private practice with 2400 patients. I started out with kareo in 2020. For the most part the system was fine. Now since the merger to Tebra I am having a tremendous amount of difficulty getting through to people and a straight answer to open tickets. I ask direct questions on certain matters. I do not get an email back until days later if ever at all. When I do get an answer by email it's a boiler plate with acronyms in text. How do I know what your acronyms mean? The patient portal doesn't work, I have 2 providers unable to send narcotics, and the system is down at least twice a week. these are the tickets that are not resolved 02594906,04485694 02744350.0274902402758921 0259490