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Are there any setup fees?
Absolutely not — there are no upfront fees of any kind.
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Is this a long-term commitment?
Nope — you simply pay as you go on a month-to-month basis. You can
cancel your Kareo account at any time.
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Are your prices per–practice, per–provider, or per–user?
You pay a subscription fee for each active provider (i.e.
physician or medical provider) set up on your account and you can add and remove
providers at any time. There are no additional per–practice or per–user fees.
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Do I need to set up an account with a clearinghouse? Are there additional fees?
No — you do not need to set up an account with a clearinghouse and
there are no additional fees for electronic claims and remittance services.
Kareo offers an integrated solution that includes web-based medical billing software for your
practice combined with electronic connectivity to insurers — all provided
under one affordable fee structure.
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Do you offer any discount for physician assistants or other "mid-level" providers?
If you only have one provider in your account, then you will be charged our normal
subscription fee for that provider. However, if you have more than one provider in
your account, then you are entitled to a fifty percent (50%) discount off the normal
subscription fee for each non-physician medical provider (a.k.a. mid-level
providers). These include acupuncturists, audiologists, nurse practitioners,
mid-wives, occupational therapists, physician assistants, physical therapists,
respiratory therapists, registered dieticians, or social workers. Kareo charges the
normal subscription fee for any individual medical provider that holds a degree of
DC, DCh, DchO, DDS, DO, DMD, DPM, MD, ND, NMD, OD, PhD, PsyD, and for facilities or
labs. If you would like to receive the discount for non-physician medical providers,
select your subscription level, create your account, add your providers, and then send
an email to billing@kareo.com.
Your account will be set up at the proper billing rate prior to your first billing,
which will occur on the 1st of the next month following the date you sign up for
Kareo's web-based medical billing software.
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Can I change subscription editions at any time?
Yes — and it's really easy. Simply login to your account and you'll see
your options. Plus, we'll never charge you any fees to upgrade or downgrade.
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What types of payment do you accept? Can I pay by check?
We accept debit and credit cards, including Visa, MasterCard, and American Express,
and we also accept direct debit payments if you supply us with your bank account information.
In order to keep our prices affordable, we do not accept payment by check at this time.
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When do you start billing me for my Kareo account?
We prepare all customer invoices monthly on the first day of each month and will automatically
charge your credit card or ACH information by the tenth day of each month. We charge a
monthly subscription fee in advance for each active provider associated with your account. Your first
invoice will also include a charge for a pro-rated subscription fee from your signup date to the end of the month.
If you have not yet added the first provider to your account at the time Kareo prepares your first
invoice, you will be charged for a minimum of one provider at the subscription level you selected
when you signed up.
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Where can I review your agreement and pricing details?
We strive to make it easy for you to do business with Kareo. Check out our simple,
4-page Customer Subscription Agreement
written in plain English. Then, be sure to review our Pricing
Policy, Customer Support Policy and
Privacy Policy. If you have any questions whatsoever,
don’t hesitate to contact us.
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How long does it take to set up Kareo?
You can sign up online and start using your account immediately. You can
get help setting up your new Kareo account by accessing our extensive online self-service
cutomer support resources. You are also entitled to participate in the Kareo new customer
implementation and training program at no additional charge.
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How soon can I begin sending electronic claims?
You can begin sending electronic claims to all commercial insurance companies, such as
Aetna, Cigna, United Healthcare, and many others, within 48 hours of signing up for Kareo.
However, a few payers, such as Medicare, Medicaid, Blue Cross Blue Shield, may require
your providers to sign and file an insurance-specific enrollment form before you can
submit electronic claims. Once these payers process your enrollment form, typically
within 5-15 days, you can begin sending electronic claims to these payers immediately
through Kareo.
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How much support is offered under the implementation and training program?
Under our implementation and training program, you will receive a call within 24
hours of signup from a customer support contact who will explain all aspects of the
setup process over the first 30 days of your subscription. All customers are
invited to participate in a curriculum of seven webinars over their first 30 days
with each webinar comprised of a 30-minute presentation followed by 30-minutes of
Q&A. We also provide you with unlimited email, live chat, and telephone support
during your implementation and training program. Our knowledgeable implementation
team will be available to answer your questions as you complete the essential steps
of your implementation including watching
our training videos, setting up a provider, enrolling in electronic claims, sending your
first batch of electronic claims, and having your claims accepted by at least one major
insurance company. Your successful completion of these steps will conclude your participation
in the new customer implementation program and your account will then be subject to the
entitlements and limitations of the support plan you selected when you signed up for Kareo.
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How do I receive support once I've completed the implementation program?
Kareo offers convenient self-service, email and live chat support resources at no
additional charge with every subscription. This includes online help, user manuals,
guides, training videos, knowledge bases, and our user community forum, as well as
the ability to email our support team or chat live with a support representative
during business hours. You also receive ongoing help with any electronic claims or
electronic remittance enrollment questions at no additional charge. If you require
phone support after your first 30 days, we also offer phone support as part of the
Max subscription plan or as an add-on service for $199 per month.
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How much support do I receive under an email and chat support plan?
Your email and chat support plan offers you unlimited email and live chat access to
our support team with a target response time of 2 business days or less. All live
chat support is provided during normal business hours of 6am to 5pm Pacific Time.
For more details, please refer to our
Customer Subscription Agreement,
Pricing Policy, and
Customer Support Policy.
If you have any questions whatsoever, don’t hesitate to contact us.
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How much support do I receive under a phone and email support plan?
Your phone and email support plan includes unlimited access to our customer support
team by phone, email and live chat with a targeted response time to email of 1
business day or less. All phone and live chat support is provided during normal
business hours of 6am to 5pm Pacific Time. For more details, please refer to our
Customer Subscription Agreement,
Pricing Policy, and
Customer Support Policy. If you have any questions
whatsoever, don’t hesitate to contact us.
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Can you import my data into Kareo?
Yes. Our programmers offer data import services for a flat fee of $1,500.00 and
we can complete most projects within a few days. You provide us with your data in
either a Comma–Separated Value (.CSV) or Microsoft Excel (.XLS) file format.
We import patients, balance forward, insurance lists, and referring physicians
information. If you have any questions about our data import services, please
contact us today.
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Can I export my data if I cancel service?
Yes — you can export your data from Kareo on your own and at any time at
no additional charge. You can save a copy of your data to your local computer in
standard file formats, such as Comma–Separated Value (.CSV) or Microsoft Excel
(.XLS). This provides you the flexibility to store a backup copy of your data on your
own computer or take your data with you if you ever decide to cancel your
subscription to Kareo.
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Where can I review your customer support policy?
We strive to make it easy for you to get the customer support you need from Kareo.
Checkout our Customer Support Policy for details
on hours of operation, contact information, and step-by-step instructions for getting customer
support based on the type of problem you’re experiencing. You might also find it helpful to
review our Customer Subscription Agreement,
Pricing Policy, and
Privacy Policy. If you have any questions whatsoever,
don’t hesitate to contact us.
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Can I process credit/debit card payments from patients using Kareo?
Yes, we offer payment card processing as an optional add-on service for your Kareo
account. This service allows you to swipe a payment card at the point of service or
enter in payment card information within Kareo for automatic posting. You can accept
all payment cards, including credit/debit, Visa, MasterCard, American Express, HSA
and FSA with all funds deposited into your existing bank account. There is a monthly
fee of $29.99 plus standard payment card transaction
fees. If you would like more information about our payment card processing service,
check out the details or call us today at
1-888-775-2736.
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Can my patients receive statements and pay their bills online?
Electronic statement notifications are sent directly to your patients with email
addresses. Patients securely view their statement and conveniently make an online
payment. For patients who elect not to make an online payment, Kareo’s innovative
payment workflow can be set to automatically print and mail a traditional statement
after a pre-defined waiting period (print and mail fees apply).
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Can I use Kareo to submit electronic claims to all insurance companies?
You can submit electronic claims to more than 4,000 insurers through Kareo.
We support Medicare, Medicaid, Blue Cross, Blue Shield, and Tricare in
every state. We also support major national insurers, such as Aetna, Cigna,
Humana, United Healthcare, as well as local IPAs and smaller insurers.
To find out if you can submit electronic claims to a specific government
payer or commercial insurance company, check out the
Kareo medical billing software payer list.
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Which medical specialties are supported by Kareo?
We currently serve thousands of physicians in more than 75 different medical
sub-specialties. We support all of the major specialties including internal
medicine, family practice, pediatrics, OBGYN, surgery, psychology, chiropractic,
physical medicine and rehabilitation, pain medicine, optometry, podiatry, radiology,
dermatology, plastic surgery, emergency medicine, ophthalmology, hospitalists,
audiology, acupuncture, massage therapy, and many more. We also support some of the
more tricky specialties including durable medical equipment (DME), anesthesia,
ambulances and facility billing. Unfortunately, the Kareo medical billing software
does not support dental practices or home health care at this time. If you have any
questions about the medical specialties we support, please
contact us today.
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Which insurance paper and electronic claim formats are supported by Kareo?
We currently support professional claim formats, used for provider charges, using the
CMS 1500 paper claim format and ANSI 837p electronic claim format. We also support
institutional claim formats for Ambulatory Surgical Centers (ASC), free standing
clinics, and behavioral health, used for facility charges, using the UB-04 paper
claim format and ANSI 837i electronic claim format. At this time, Kareo is
evaluating the enhancement of UB-04 support for Physical Therapy, Speech &
Language Pathology, Occupational Therapy, and other specialty environments where
specific UB information is needed to process inpatient and ambulatory institutional
claims. Dental and Home Health billing claim formats are not supported. If you have
any questions about the claim formats we support, please
contact us today.
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Can I use Kareo to bill insurance companies for Out of Network providers?
It is our experience that each insurance company may have a different policy regarding how
they reimburse for medical claims associated with Out of Network providers and the level of
electronic services (electronic claims, remittance, and eligibility) they support with Out of
Network providers. These varying policies are independent of the medical software or
clearinghouse used to bill them. So we recommend that you call each insurance company to
receive a definitive answer regarding their claim reimbursement process and the electronic
services they will allow as it relates to Out of Network providers.
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What are the system requirements for Kareo?
Since all of your data is hosted on our servers, all you need is a modern Windows PC
with a high speed Internet connection such as DSL, cable modem, or T1. The minimum requirements
are a Windows PC with a 1 GHz Intel Pentium III processor, Microsoft Windows XP operating system
(Service Pack 2 or higher), 1024x768 screen resolution, 17 inch monitor, and 256 MB RAM. We recommend,
however, that you use a recent PC with a 2 GHz Intel Pentium 4, Pentium D, or Core processor, 1280x1024
screen resolution, 19 inch monitor or larger, and 1GB RAM.
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How do you handle security and backups?
We have sophisticated systems in place to keep your data safe and backed–up.
For more information about security, please read our
Security Notice.
If you have any other questions about Kareo's web-based medical billing software or the signup process,
please contact us online or call us toll-free at 888-775-2736.
