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

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

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

EpicCare

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

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

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

I liked their product prior to Tebra taking over.

Cons

Multiple issues, service tickets not resolved, absolutely poor communication. Tech support closing tickets without a fix. I do 95% telemedicine and there are always connectivity issues and my connection is solid. Never had the issue with Kareo at the rate and frequency under Tebra. I have multiple tickets outstanding, have to go into my tickets daily add a note "no response yet" just to keep them accountable. If they close the ticket, you are not able to add a note on the user end. To top it all off, users received this PR email announcement from the CTO about how the system had not had any issues for 60+ days straight yet I had multiple tickets as did my colleague who also uses Tebra at his practice.

Alternatives Considered

athenaOne

Reasons for Choosing Tebra

Moved to new practice, decided to go with Kareo.

Switched From

athenaOne

Reasons for Switching to Tebra

Kareo was great, Tebra not great at all.

Pros

The product on the app is ok to use once you set it all up.

Cons

Customer "Support" -
Kareo has a vast support section, but you have to know EXACTLY what to type in to get results that are not buried in 30 other pages of key words. When you try to get answers to your questions, the support people try to assist, but the answer invariably is: here's the link to submit input for upcoming changes - changes that are NEVER implemented.
Billing:
Kareo does not even have a basic way to create an invoice for patient copays that were collected. Patients complain that there is not transparency - and they're 100% correct! The statements don't track the patient payments along with the insurance payments.
Unapplied balances sit in a patient's account for months even though payment was received and processed. This created all manner of problems for paying our providers and our ability to close-out year-end.
Overall:
Kareo requires a browser interface mostly for scheduling/provider SOAP notes and a desktop interface for billing. These are NOT integrated nor synched often enough and you have to bounce between the two to provide patients information about their billing.
There's ability to task in the desktop, but not in the browser. You receive EVERYONE's patient confirmation messages regardless of your role. There's no way to search your messages or even to categorize them or keep them in folders for locating them.
There was no onboarding training for our staff and so NONE of these issues were identified before we started.

Alternatives Considered

ChiroTouch and RevolutionEHR

Reasons for Switching to Tebra

I didn't choose it, the previous practice manager did on a recommendation from a provider.

Pros

The software is very intuitive and I like all the options you have but don't have to pay for unless you use. Being a small business we are always looking for ways to increase productivity and save money.

Cons

Posting of ERA. This has not been improved since we began using 10+ years ago and if it has then I missed the memo. You have to address each individual date of service verses reviewing and have post automatically. I would even be happy to setup default selections to make posting quicker. Also would like a resource to assist with rejection error messages that would provide suggested issues. Current messages can be very cryptic.

Alternatives Considered

WebPT

Reasons for Choosing Tebra

The other product did not provide the breath of features that Kareo does and was not user friendly enough for the business owner to do the billing.

Reasons for Switching to Tebra

At the time, they did not offer electronic billing and the on-boarding process was cumbersome and to difficult to implement.

Pros

Comparatively to other billing software....nothing.

Cons

There is no flow from entering a patient to completing a bill. Even entering a patient's insurance is 3-4 additional steps. When you search a patient's eligibility be ready to read for days. You may or may not get accumulative amounts and you will have to scroll through pages to try and find it. The fact is though it is user friendly in the fact that its pretty black and white for a biller that has to be the worst software I have tried.

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

The web based scheduling and the fact that I could switch over after a few days, but that was a farce since there was no real training.

Cons

No automatic fax , very poor support, every question is answered with please look at the video.
and please read below, they are trying to make every penny they can

Alternatives Considered

AdvancedMD Billing Services

Reasons for Choosing Tebra

Athena was too expensive.

Switched From

athenaOne

Reasons for Switching to Tebra

Looked good. and was cheaper.

Pros

Initially, the electronic software (EHR) was free, which allowed considerable forgiveness of the product. I initially appreciated the technical support from people who cared about their product and service. Unfortunately, the most common replies to questions from I.T. were apologies for not being able to provide what customers wanted and needed the most, see below.

Cons

1. Creating progress notes frustrating. Must save notes before changing screens, otherwise all information LOST. No auto-save. Saving data prior to change in screen, must save and CLOSE the document. Multiple steps to re-open again. Always inefficient.
2. Doctorbase is an "answering device for providers" to provide caller's phone number. The glitch for NEW callers: NO NAME provided, no message recorded. 10-15 "unknown" callers by end of day: 1/2 -3/4 were salesmen or bankers wanting to give loans.
3. When I changed companies, unable to transfer data in bulk. Had to transfer every patient individually. Other companies ALL had ability for bulk transfer. Would have to transfer emails individually, all 15,000.
4. Limited & unsophisticated ability to create progress notes to limit key strokes.
5. Requesting program upgrades: infrequent, rarely helpful, never quick or responsive even for minor change requests.
6. Initial support staff NEVER heard from again. I had to sort out problems by trial and error . I had 10 years prior experience in sophisticated programs before this disaster.
7. This is only a few of the problems I had before leaving. 6 months later, I received a call from Kareo asking how I would like to improve my experience & upgrade the system. They apparently did not know I was long gone.
8. Working with pharmacies never smooth or easy.
9. Many more issues, unfortunately, that I have suppressed.

Pros

Ease of access to analytics. The people were quite friendly, but one didn't know what the other was doing.

Cons

1.) The disorganization of the staff. One person did not know what the other was doing. No one took responsibility for anything.2.) Can't get a straight answer from anyone, or at least not a consistent answer.3.) The sales people are deceptive. I specifically asked if I would be in complete control of my website and I was assured I would. I have no control.4.) THEY control all of your data, not you. This is extremely important if you want to run Facebook or Google ads. The algorithms these companies use can not learn about your website or direct traffic to you because PP pools all your data with others so that THEY can benefit from your site, but not you!5.) I built out my own Google Business Page. PP had nothing to do with it. They deleted my work. All of it! They vandalized my most important source of exposure to my community for my practice. Spite? Ignorance? Incompetence? Some combination? I don't know. But I'm the one who suffers. Stay far far away from this company.

Pros

Price. As a new practice, price was very influential in the decision to go with Kareo.

Our Success Coach was very helpful at first. Kareo appeared to have a high turnover initially which made it difficult during the first several months. However the Success Coaches were the highlight of Kareo's customer support.

Cons

The fact of the matter is their customer support lacks the manpower to answer calls in a timely manner to be helpful. I have had staff/myself on hold for over 30 min waiting to get through to customer support on several occasions.
Just in the last couple weeks I opened a case file. Kareo says they will have someone call you within a certain time-frame. A week later I had my staff call to only find out that the case was closed out without anyone calling us and the problem still persisted.
We have issues with provider super billing that rearranges diagnosis codes from the provider view to the billing view. Provider lists diagnosis in a certain order and when billing receives it it is in a different order.

Pros

Nothing. The interface is modern looking, but it hides the abominable lack of functionality. The EHR is a poorly thought out and is missing basic functionality. The whole system is clunky and you and your staff will waste countless hoursuyiuyi

Cons

I do not have enough room to write a complete list of how terrible Kareo is. Basically, the EHR is a poorly thought out and is missing basic functionality. The whole system is clunky and you and your staff will waste countless hours trying to create work arounds. Your system will go down in the middle of your clinic and you have no recourse. During a particularly bad couple of days of no and/or unusably slow service, we had no choice but to close our office.
Kareo will say they are fixing issues or updating functionality, but the fixes are generally meaningless and the updates are mostly ineffectual. Customer support is also terrible. The calendar is very poor and does not interface with well with the rest of the EHR. In just one example, we were having issues with Kareo creating ghost appointments and randomly deleting patient appointments. It was throwing our practice into disarray because nobody could figure out what was happening. Imagine your patients being emailed for appointments they don’t have and showing up for clinic on random days or patients not showing up at all even though they are on the calendar. Kareo knew about the problem, saw what was happening and could not fix it. . It was yet another Kareo glitch due to the badly executed and buggy software. This is just one example among dozens of how Kareo will make it very expensive and difficult to successfully run your practice.

Pros

The billing reports are detailed and efficient. Unfortunately, the biggest factor- A/R accounts- is completely skewed if you take insurance. They ONLY compute an A/R report based on your listed self pay rates...so you get a completely unusable number in delinquent collections that really doesn't mean much.
Otherwise, it is easy to see your collections for the month, amount cash, credit, check, insurance payor. That's about the only positive thing I have to say.

Cons

I paid a year up front from a smooth salesman and to this date, 3 months after paying my first year, am not receiving any refill requests from pharmacies. I have spent COUNTLESS hours communicating with them- they have instructed ME to call SureScripts, call Quest, call LabSoft. After an hour on the phone, the operator at SureScripts (who is the e-scribing integrated PARTNER with Kareo) told me she had no clue why I was calling her as every loose end remained on Kareo's part. I told this to my "coach," her manager, the manager of enrollments and they continuously redirect me back to call SureScripts- because they can't figure out why I am not receiving any requests from pharmacies. I talked to a manager who had been specifically assigned to my account due to the nightmare thus far (in addition to no refill requests, I also have ZERO e-lab prescribing) he told me he would be the only person communicating with me directly due to the run around. The same day- (SERIOUSLY)- another person from enrollments called me after she had talked to the manager to call and tell me that the SureScripts had been denied, but couldn't tell me why, when it was submitted...and then couldn't confirm it was even submitted. So I'm still paying for an additional EHR so I can get refill requests. It is insanity. I can't even begin to express my frustration.
Also, when you send a portal message, the patient has no clue. They don't send an email as a notification to login to the portal to view a new message. When I brought this up to my success coach, she told me to train my patients to login every single day- in the rare case they may have a message to view...You have got to be kidding me.

Pros

An insidious company is one that uses its platform not to help people solve a problem, but to lure people in to take their money. Tebra is one of these companies, and therefore, in my overall experience, there was nothing positive about Tebra.

Cons

Tebra's customer service is bottom of the barrel nearly non-existant. Once their sales team lures you to sign a contract, they are only intersted in taking your payments, not in software utilization. Tebra was non-functional for my practice, and they were more concerned with me continuing to pay despite my inability to use the software than they were with helping me fix the issue so I could use the software. Other companies were able to work with my clinic so I could use their software, but Tebra told me they could not help me use the functionality I paid for, and still expected me to continuing to pay. When I told them I had to cancel because their system was not functional for my clinic like they had promised it would be, they charged me a large early termination fee. Do not use this company, they only care about taking your money.