Frequently Asked Questions

Get answers to the most common questions about Kareo

Below you'll find answers to the most common questions asked by other Kareo medical billing software customers organized by topic:

Pricing & Billing Questions

  • Are there any setup fees?

    Absolutely not — there are no upfront fees of any kind.

  • 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.

  • 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.

  • 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.

  • 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 accounting@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.

  • 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.

  • 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.

  • 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.

  • 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.

Customer Support Questions

  • 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.

  • 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.

  • 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 our implementation team and they 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. If you have signed up for a self-service or email support plan, you will receive up to 10 email support cases per month during this program with a 2 business day target response time. If you have signed up for a phone support plan, you will receive up to 10 email or phone support cases per month with a 1 business day target response time. 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.

  • How do I receive support once I've completed the implementation program?

    Kareo offers convenient self–service customer 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. You also receive ongoing help with any electronic claims or electronic remittance enrollment questions at no additional charge. If you require any other type of help from our customer support team after your first 30 days, we also offer email and phone support options. Typically, customers need an email or phone support plan if they require ongoing training or additional help with electronic claim submissions.

  • How much support do I receive under an email support plan?

    Your email support plan includes up to 10 cases per month with a target response time of 2 business days or less. If you require a higher level of support, you can upgrade to support plans with higher case limits. 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.

  • How much support do I receive under a phone and email support plan?

    Your phone and email support plan includes up to 10 cases per month with a target response time of 1 business day or less. All phone 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.

  • 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.

  • 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.

  • 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.

Software Questions

  • Can I process credit/debit card payments from patients using Kareo?

    Yes, we offer you the flexibility to accept credit cards online, over the phone or storing patient credit cards on file. It’s simple and affordable to set up an account and start processing credit cards. The payments are processed through a merchant account, deposited directly into your bank account and posted to Kareo PM. This can be used in conjunction with our without a card swiper. There are no set up or monthly fees, no contracts, and you can cancel anytime. It allows you to accept all forms of cards types, including HSA, FSA, debit, Visa, MasterCard, and American Express. Rates are per transaction; patient present in office charge: 2.3% + $0.30 tax per transaction, patient credit card on file or paying online 3.9% + $0.30 tax per transaction.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

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