Kareo Medical Billing vs. WebPT

In my experience, problems with them adding incorrect fees to pad their bills coupled with their unethical business practices such as locking you out from accessing your EMR at the drop of a hat prevent me from recommending Kareo to any practice. Reliability is paramount. Kareo's use of unethical business practices (locking you out from your EMR or disabling your EMR all together) can result in a physician being sanctioned by the medical board (inappropriate medical record keeping) or financially destroy a small practice leaving them with NO ACCESS to their ERAs/patient billing accounts etc leads me to NOT reccomend their products or doing business with them.

Well suited: outpatient private clinics where PTs; sports environments. Less well suited: seems like a large hospital setting might have a more difficult time with the operations. Practices with multiple disciplines in it--are PTs and SLPs and OTs all able to document as they need?

Incentivized

• Kareo stays up to date on insurance changes which allow for smooth transitions.
• Kareo asks for feedback and has a place to go and request changes or additions that would make our job easier.
• I love that you can submit a help ticket or call, if you prefer, with any questions or problems that you may have. They are always very prompt with their follow up.

• The scheduler is easy to use and allows for a clear view of each clinical day, week, and month.
• The authorization/visit limit functions really help in managing each case and assist in minimizing insurance denials.
• The documentation is comprehensive and specific to physical therapy documentation. The ICD-10 lookup function is very helpful.
• Transfer of claim information to Therabill really helps with timely claim submission.

Incentivized

• I've spent hours on the phone discussing various issues with regards to data variance between two different source documents within the software. At one point, I could not reconcile the A/R balance on one of the dashboards to the A/R balance pulled from the Excel add-in. Unfortunately, their support teams were not able to help out with this.
• The Excel add-in falls short in a few key areas. Specifically, they do not provide a simple method of joining data fields from the "charges," "payments," and "transactions" tables. One is left to attempt to join the data sets via VLOOKUP or INDEX(MATCH).
• At times, we have had issues with the API providing information that would not tie out to figures reported elsewhere within the software. Unfortunately, their support teams were not able to help out with this.

Incentivized

• I wish the patient reminders didn't cost as much to send, and it would be great to be able to send text messages for any other reason.
• WebPT adds on extras that always seem to cost more - overall, it is kind of expensive.
• I always wish the documentation was quicker - but I'm not sure what else that would take.

Incentivized

The ease of use and the modern feeling of the software is what keeps us coming back. Being able to have a new employee trained on the software in less than a week is a money saver. The many other softwares that the team at WebPT offer that intergrate with WebPT is numerous and streamlined.

Incentivized

It is very easy train people on and make each not the way you would like it. My first time using it I only needed one time walking through it. The software is self explanatory and easy to find what you need in a note

Incentivized

Entire suite down numerous times in 2022 and 2023. Individual modules down as well. Modules rated as operational but not functioning numerous times, most so with scheduling, online intake, and outcomes.

Incentivized

Pages often load slowly. Our iMacs are highly reliable and we are connected to the highest speed Comcast business internet. We also connected each iMac via Cat 9 cable during COVID-19 pandemic to speed telelhealth appointments. Zoom does integrate very well with WebPT for telehealth. Their own modules do not integrate well with each other. For example, patients receive separate emails for patient intake and clinical outcomes. If confuses and frustrates many patients. Similarly, EMR flow sheet does not integrate with HEP creating redundancy.

Incentivized

Support was pretty much always helpful. My only complaint was not being able to always get someone on the phone immediately during working hours and having to wait to hear back. But once we heard back, problems were solved quickly and sufficiently. Staff was always friendly and knowledgeable

Incentivized

WebPT has its entire separate platform for training, containing many different guides, tutorials, and video references to help you become familiar and competent with the software suites. This includes having various demonstrations that allow you to click and navigate pages in the ways you would actually do it in WebPT. WebPT also gives you a sandbox company in the actual website to tinker with and trial things out. This makes it easy to catch and avoid errors you would have otherwise made with active patient data/schedules.

Incentivized

I think it would help to have another education session maybe 6 months after the initial sessions. This would help the user come up with an enhanced experience after they have used the program for a period of time. It is hard to comprehend everything at first, especially for people that need hands on learning

Incentivized

We are much happier with Kareo than Compulink. The software as a service makes it easy to manage claims from multiple locations when I cannot be on site. The reports and all other aspects I have mentioned as distinct to Kareo. We had a very hard time tracking things with Compulink.

Incentivized

Also, I have used PTWired and HEP2GO, but they were not in the database. WebPT automatically generates a patient profile, which is very helpful. WebPT also doesn't require the patient to download an app from the App Store, which is an added step for patients to perform, which will decrease compliance.

Incentivized

The current terms and pricing would be fair if they provided adequate performance, reliability, support, and customer service. As they have lapsed in these areas WebPT is overpriced. I would not recommend any PT practice of any size agree to a long term contract with WebPT until they prove they will deliver on their promises.

Incentivized

It grew with us from practice inception to our largest size of 12 employees.

Incentivized

Extremely poor technical support and customer service.

Incentivized

• Kareo had an overall low return on investment.
• Despite the software being active at our company, we were forced to transition to a different solution within 6-months of implementation.
• The time spent attempting to reconcile the system to itself was rather wasteful.

Incentivized

• The payment on claims when they go through correct is phenomenal and very timely.
• Our productivity is better as notes get done quicker and able to focus more on patient care.
• Sometimes the long flowsheet gets hard to see when treating a chronic patient.