TechRadar Verdict
Kareo provides a promising option with its modular approach. However, based on user reviews, there's a possibility that the expected results from the platform may not materialize, creating a need for caution
Pros
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Multiple support options
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Module based plans
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Fixed cost
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Free demo
Cons
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Opaque pricing
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Support difficulties
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Lack of aggressive collections
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Kareo, now operating as Tebra, is a leading provider of integrated telemedicine software and medical billing service. In 2021, Kareo, known for its cloud-based clinical and financial software, merged with PatientPop, a leader in practice growth technology. This union resulted in the birth of Tebra, which serves as the digital backbone for practice success.
Tebra’s mission is to unlock better healthcare by empowering independent practices to deliver modernized care to patients everywhere. They are committed to improving every step of the care journey for both providers and patients. Currently, 85 million patients benefit from Tebra’s services, with over 107,000 providers (and growing) rely on Tebra. The company boasts 1,000+ employees, with 43,000 practices running on Tebra’s platform.
Kareo Billing: Features
The central offering of Kareo is Kareo Clinical, a digital platform tailored for smaller practices. It caters to the needs of electronic charting, prescription writing, code encounters, and patient management. Additionally, Kareo Engage provides online marketing strategies and SEO services. While Kareo is well-suited for smaller practices, it may not be the ideal solution for larger enterprises.
Kareo also offers another module known as Kareo Billing, which streamlines the billing process to expedite payments to healthcare professionals. Leveraging its comprehensive end-to-end claims tracking system, Kareo efficiently reduces the time for bills to be held in accounts receivable. The process begins with Kareo's ability to upload patient demographic data, supporting documents, and verify insurance eligibility. To streamline the billing workflow, smart checks are incorporated to facilitate smooth claims processing.
An additional advantage of Kareo Billing is its cloud-based data storage. While the software is downloaded to the user's computer, all data is securely uploaded to the cloud-based Kareo server.
Kareo Billing offers comprehensive charge management, ensuring that charges are accurately captured and managed. It is ICD-10 compliant, providing integrated tools for selecting the correct codes to enhance billing and reduce resubmissions. Kareo also features a secure messaging system that facilitates secure communication between patients, providers, employees, and billers when issues arise.
Kareo Billing offers seamless integration with intuitive billing analytics. These analytics empower practice managers to readily assess the financial health of their practice through comprehensive reports. Kareo's dashboard presents this information in a user-friendly format, making it easily comprehensible and actionable for better decision-making.
Kareo Billing: Drawbacks
Kareo's older platform architecture introduces some drawbacks. It experiences frequent downtime and poses challenges for clinicians trying to upload data. Clinicians reported slow transfer speeds and incomplete data uploads, leading to missing information.
Users have reported subpar customer service from Kareo, citing a lack of follow-up when issues are reported. Recurring problems have been known to bounce between multiple departments without being resolved. Additionally, users have stated that the services provided differ from what was promised during the sales process.
Kareo Billing: Support
During the initial onboarding phase with Kareo, complimentary onboarding assistance is provided to facilitate a smooth transition for the healthcare practice. Subsequently, beyond the initial onboarding period, the available support options are streamlined, though they remain more comprehensive than most competitors offer.
Kareo offers a diverse range of support channels. These include online chat, which is accessible on weekdays, from Monday to Friday, during the hours between 5:00 AM and 5:00 PM Pacific Daylight Time (PDT), excluding holidays. Additionally, clients have the option to submit inquiries via email to [email protected]. Finally, clients may engage with a live agent through the Kareo chat function. It is important to note that telephone communication is reserved exclusively for sales purposes and is not available for support inquiries.
Formerly known as Kareo University, the self-help platform has undergone a rebranding initiative and is now referred to as Tebra University.
Kareo Billing: Pricing
Like other Kareo products, Kareo Billing is not transparent about its pricing structure. While each practice has different needs, providing potential customers with a rough cost estimate before requiring them to contact the company for a custom quote would enhance their experience.
Our research exposed substantial variations in the cost of Kareo software, influenced by client type and chosen modules. Physician and optometry clients face monthly costs ranging from $150 to $300, with the billing module as the priciest component. Therapists and non-MD clients enjoy a more budget-friendly monthly rate of $50 to $150 for the modules. While subsequent modules come at a 50% discount after the initial purchase, there are no discounts for additional providers. On the positive side, there are no startup costs, cancellation fees, or charges for office staff to use the software.
For busy practices, Kareo's fixed monthly cost is appealing; however, it could be the reason for the lack of assertive collections during billing. On the other hand, certain competing services have a fixed percentage structure, where they receive payment only after collections. This structure provides billing services with a greater incentive to pursue claims collection.
Despite the absence of a free trial, the company offers an alternative in the form of a free demo.
Kareo Billing: Final verdict
Among the modules offered by Tebra, Kareo Billing is a prominent one. Its advantages include an affordable fixed cost, multiple support options, and flexible plans based on the number of chosen modules. However, the service is not without its drawbacks. Poor customer service, opaque pricing, and occasional downtimes due to an aging platform are some of the areas where Kareo falls short. While it may have appealing features, some users have reported negative experiences that may outweigh the positives, making its overall service questionable.
