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 customers organized by topic:

Practice Management (PM)

  • Are prices per–practice, per–provider, or per–user?

    Our standard monthly subscription fee is $299 per physician provider. There is additional, lower pricing for non-physician providers (i.e., PA, NP, PT, etc.). You can add additional users to the account who support that provider. There are no additional per–practice or per–user fees and no set-up or cancellation fees. For example, if there were two providers in an office, the fee would be $598 per month. (This pricing is an example based on our standard monthly subscription with no discounts or other promotions that may apply with specials or with our partner applications.) For more detail on pricing, visits our Plans & Pricing page.

  • Are there any setup fees or long term contracts?

    No. There are no setup fees and no long-term contract. You simply pay as you go on a month-to-month basis and can cancel at any time.

  • I see that you have different plans with different prices. How do those work and what do I need to know to choose the right plan?

    It is best that you get a free consultation with one of our Sales Representatives to identify your needs so you can choose the right plan for your practice.

  • How long does it take to setup?

    You can sign up now and start using your account immediately. You can begin sending electronic claims to all commercial insurance companies within 48 hours. A few payers, such as Medicare, Medicaid, Blue Cross /Blue Shield, may require signup to file an insurance-specific enrollment form before you can submit electronic claims. Once these payers process your enrollment form, typically within 5-30 days, you can begin sending electronic claims to these payers immediately through Kareo.

  • Can you import my data into Kareo?

    Yes. Kareo does offer Data Import services. We are able to import a variety of data, ranging from patient demographics to insurance lists. There may be a charge for our import services, which will depend on the kind of data we will be importing. The price generally ranges from $250 to $1500, however Medisoft customers are free of charge. We are able to complete most projects within 5-7 business days. You can provide your data in a variety of formats, including a Comma–Separated Value (.CSV) or Microsoft Excel (.XLS), Text (.TXT), Access Database (MDB), etc. Alternatively, if you are unable to export/acquire your data, we can remotely access your system and attempt to acquire your data for you at no additional charge.

  • If for some reason, I would like to discontinue my subscription, can I export my data?

    Yes. If you are not completely satisfied, you can export your data 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 with 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.

  • When do you start billing me for my Kareo PM account?

    Subscription fees are billed a month in advance of service, except for the first month when you are billed a prorated fee based on the number of days you had access to the Kareo system.

    We accept payment by direct debit to your checking account or by credit card including Visa, MasterCard, Discover, or American Express. Payments are due on the tenth day of each month. A minimum of one provider charge will be billed when you sign up.

  • Where can I review your agreement and pricing details?

    We strive to make it easy for you to do business with Kareo. For more details, review our Customer Subscription Agreement. Then, be sure to review our Pricing Policy, Customer Support Policy and Privacy Policy as well.

  • Do I need to set up an account with a clearinghouse? Are there additional fees?

    There is no need to set up an account with a clearinghouse, and there are no additional fees for electronic claims and remittance services. Our Enrollments team will assist you in enrolling with the clearinghouses used by Kareo. 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.

  • 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. A few payers, such as Medicare, Medicaid, Blue Cross/Blue Shield, may require signup to file an insurance-specific enrollment form before you can submit electronic claims. Once these payers process your enrollment form, typically within 5-30 days, you can begin sending electronic claims to these payers immediately through Kareo.

  • What type of support can I expect after signing up?

    We have a robust implementation and training program with your subscription. 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.

    Upon sign up, you will be assigned a Customer Success Coach (CSC) who will be with you through your entire setup process. In addition, our Kareo Training Specialists will help guide you through our training webinars. For more information visit http://www.kareo.com/help/practice-management/courses/live-webinars.

  • What kind of support can I receive 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, chat, and phone support options.

  • What days and hours is your support available?

    Kareo support can be reached Monday through Friday, 5 AM – 5 PM (Pacific Time), excluding national holidays.

    You can email: support@kareo.com, chat with a live agent: www.kareo.com/chat, or phone: 1-888-775-2736.

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

    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 in Kareo. 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 or 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 card types, including FSA, HSA, debit, Visa, MasterCard, and American Express. Rates are per transaction as follows:

    • 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, and 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 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, both UB-04 and 837I, for Ambulatory Surgical Centers (ASC), Comprehensive Outpatient Rehabilitation Facility (CORF), and Outpatient Rehabilitation Facility (ORF).

  • 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?

    You need 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 PC with a 2 GHz Intel Pentium 4, Pentium D, or Core processor, 1280x1024 screen resolution, 19 inch monitor or larger, and 1GB RAM.

  • Can I run Kareo Practice Management on a Mac?

    Kareo is a native Windows-based application that you install onto your computer in order to access your online patient and medical billing information. For Macs, we recommend using virtualization to access a Windows-based application such as Kareo. Virtualization is explained on the "Good to Know" (http://store.apple.com/us/browse/guide/windows)page of the Apple website.

  • How do you handle security and backups?

    Your data is securely encrypted, stored, and backed up in the cloud. All your data being sent to and downloaded from our servers is protected with industry-standard encryption. Kareo EHR is compliant with all HIPAA Privacy and Security Rules. For more information about security, please read our Security Notice.

Electronic Health Records (EHR)

  • Is the EHR really free?

    Yes. Our EHR is free. With Kareo, you get a full featured, world-class EHR solution at no cost, with no commitments or upgrades required. Plus, there are no advertisements, you own the data, and we don’t sell your information to third parties. Our goal is that you will try our EHR and see the benefit of a fully integrated PM and EHR.

  • Why should I chose Kareo EHR over another?

    Kareo EHR is fully featured with great tools like e-prescribing, e-labs, and e-referrals. It is easy to use for documentation and notes. We offer full customer service and training support for the life of our products, free of charge. Additionally, Kareo was named #1 for seamlessly integrated EHR, practice management and revenue cycle management by Black Book and listed in the Top 100 EHRs by Medical Economics. It is an EHR built for small practices designed by a doctor…..and the best part it’s completely free!

  • How does the integration between Kareo PM and Kareo EHR work?

    The integration is bi-directional and real-time for patient demographic records, patient insurance information, and appointments. The benefit of an integrated PM and EHR is that it eliminates the need for duplicate data entry while also streamlining many previously manual tasks. In fact, according to MGMA, using integrated technology like this can improve your overall revenue by nearly 10%.

  • Are there specific system requirements to use your EHR?

    The system is cloud-based so all you need is PC or Mac computer (Laptop or desktop) with a recent web browser (Firefox, and Google Chrome are recommended), and a high-speed internet connection. We recommend Mac OSX Mountain Lion* on a Mac, as the built in voice recognition is the same as iPad and iPhone and works great out of the box. For your PC, Dragon medical* is compatible with the Kareo EHR for your dictation needs. *Dictation software listed is not included with Kareo EHR and would need to be purchased separately if you require the means to dictate.

  • Is it certified for Meaningful Use?

    Yes, Kareo EHR is 2014 Edition certified by the Drummond Group for both Stage 1 and Stage 2. For more information, educational resources, and training, visit our Meaningful Use Resource Center at www.kareo.com/meaningful-use.

  • Can I use my iPhone and iPad?

    Yes. It can be used with an iPad, iPad mini, or iPhone. We offer native iPad and iPhone apps free of charge. The iPad version is designed for in-office use and has patient charting and note-taking features. It allows both data viewing and data entry, with the same rich note and template engine as the web application. When you are logged in as a Provider, you can e-Prescribe, send e-Referrals, e-labs and view lab results. The iPhone app can be utilized to check your schedule, and to review patient charts and recent notes. The patient phone numbers are click to call, making it easy for providers to reach out to patients on the go. To download the app, visit the Apple iTunes Store and search for Kareo EHR. http://www.kareo.com/mobile-apps

  • Can I write a note on my iPad?

    Yes. The note writing and template system was developed with mobile in mind. Your same familiar note writing system from the desktop is available, along with all your personalized templates. The only difference is that we’ve optimized the interface for touch, since most of our fingers are a wee bit bigger than a mouse cursor. All customized templates are automatically synced to the iPad.

  • Is my data secure?

    Your data is securely encrypted, stored, and backed up in the cloud. All your data being sent to and downloaded from our servers is protected with industry-standard encryption. Kareo EHR is compliant with all HIPAA Privacy and Security Rules.

  • What is involved to set up my practice and get started?

    Upon sign up, you will be assigned a Customer Success Coach (CSC) who will be with you through your entire setup process. Your CSC will assist you with training and learning to use the EHR, in addition to helping with setting up e-prescribing and e-labs. Our Kareo Training Specialists will help guide you through our training webinars. For more information visit http://www.kareo.com/help/ehr/Webinars.

  • What are some ways I can get familiar with the application?

    To help you get familiar with Kareo EHR, we pre-load a set of sample patients for you to evaluate and review, allowing you to get more comfortable. Once you get a feel for the application, you can start adding patients of your own. If you choose to continue, your Customer Success Coach (CSC) will assist with implementation and training. Visit our Help Center for articles and video tutorials or sign up for training webinars. For more information visit http://www.kareo.com/help/ehr/Webinars.

  • What is the learning curve?

    Our current customers find the application very intuitive and their learning curve is surprisingly brief. Typically the time from sign up to being completely set up, trained and actively using our EHR is about 30 days. However, proactive customers will tell you it can go must faster! Within a few minutes, users can complete the sign up process, log into Kareo EHR, and explore using our pre-loaded sample patient data. For those who want additional information or need assistance, our regularly-scheduled, FREE web training sessions provide an avenue to minimize the learning curve and get hands-on training. Your Customer Success Coach can provide more detail to help expedite your training. For more information visit http://www.kareo.com/help/ehr/Webinars.

  • How do I get an existing patient and other EHR data into the system?

    The EHR has a built in Demographics Import Tool. This tool is available free of charge. To access this tool, please go to the Admin tab, then the Import Data sub-tab. Be sure to download the CSV template and input all data in the proper format. The Tool contains a validation engine to make sure your data is looking good before it’s brought in. You have unlimited document storage in Kareo EHR, so you can upload paper charts, intake forms or whatever else you may need to store clinical data.

  • What templates do you offer out of the box?

    We currently have templates for each of the AAFP’s 100 top primary care reasons for visit along with 44 mental and behavioral health templates. We are continuously working with our talented clinicians to add new detailed templates.

  • Do you offer customized templates?

    Our Template Editor Tool allows you to customize your own templates. The Tool allows existing templates to be adjusted with a few mouse clicks, keyboard strokes, or dragging and dropping fields. If you’re feeling ambitious, more sophisticated features are available to enable you to control every aspect of your templates. With our powerful template system and editor, you can create custom templates for nearly ANY medical condition with exactly the level of detail you want. We offer free one-on-one training to get you up to speed on this feature through Webinar 15 in the Kareo Help Center. If you’re not interested in modifying templates on your own, we provide a Custom Template Creation Service for a small fee. For more information, contact your Customer Success Coach or Sales Associate.

  • How do you build a note?

    You can start by going to the Notes section from the Patient Chart and selecting +Note or you can just click the Note icon from the dashboard to go straight into your documentation. The default note type is a SOAP format, but you can change note type. Once you’ve chosen the note type, click on a section and begin your documentation using keyboard, voice, or one of our pre-built templates.

  • Is the note a big template of text that has many pages or is it appropriate to the topic?

    Our smart template system focuses in on creating the right length note with the right content for the given problem and exam. The template system only generates notes that contain information relevant to your encounter. Without extraneous information in your notes, you will be able to create clear, specific, easy-to-read notes.

  • How do I send out a referral or receive a referral?

    You can do this electronically right within Kareo! Our direct messaging feature, powered by Updox, allows you to send and receive referrals as well as receive consults back.

  • Do you support electronic lab orders?

    Yes. We offer FREE electronic lab orders and results retrieval for over 40 different labs, including LabCorp and Quest. Refer to lab list online at Kareo support site. A Customer Success Coach will assist with implementation.

  • How many labs do you support? What about local labs I use frequently?

    We currently support electronic interchange with over 40 different labs. If the labs you work with are not on the list, have your lab contact our Enrollments team. We will work with the lab to get them integrated with the Kareo EHR.

  • Will my local pharmacy be listed in the EHR?

    We are able to electronically prescribe to over 50,000 pharmacies across the United States through our partner, SureScripts. Some small compounding pharmacies are not able to receive electronic prescriptions. You can still print prescriptions and hand them to your patients if their pharmacy is not listed, but this is very rarely the case.

Billing Services

  • What are the benefits of outsourcing my billing?

    By outsourcing your billing, you will increase your efficiency, take complicated billing issues off your plate, and improve your returns. Kareo Billing Services make sure you are paid quickly and get the money you are owed. Outsourcing your medical billing allows you to focus on patient care instead of the pain of doing it yourself. With Kareo Billing Services, a true team of billing experts will be focused on maximizing collections for your practice.

  • What is involved in the set-up and how quickly can Kareo start billing for me?

    Although Kareo will get to work right away, your account may not be “ready to bill” until the practice/provider is properly credentialed and fully enrolled with the desired payers. Once these payers process your enrollment form, typically within 5-30 days, Kareo will begin sending electronic claims to these payers.

  • What is included in the costs of having Kareo do my billing?

    Kareo Billing Services provide you with a professional dedicated Account Manager to help you with all your billing needs. Along with the service, you automatically get Kareo Practice Management (PM) for your front-office and reporting needs (valued at $299 per month, per physician provider), as well as our free, certified EHR to support your clinical needs. Support, training, and software upgrades are all included. Kareo’s expert billers will help you tackle administrative tasks, enrollments, credentialing, claims processing, and patient billing while helping you collect more!

  • How does your pricing work?

    We charge a percentage of net collections, starting at just 4% of collections. Your rate will be determined based on a number of factors, including your practice specialty, claim volume, and requirements.

  • Are there additional fees I need to know about?

    There are only a couple additional fees that you may incur.

    • Printing and mailing patient statements is required and the cost is $.74 for each statement.
    • We offer an optional discounted Credit Card processing fee of 2.3% plus $.30 per swipe for all credit card transactions. (Customers not using Kareo Billing Services, pay $3.9% plus $.30 for patient not present credit card transactions.)
  • Can Kareo transfer my billing and patient data from my existing practice management software into Kareo PM?

    Yes, Our Data Services team can help import a number of fields into your new Kareo PM account. Typically, as long as you are able to export those fields from your current system into Excel or .csv file format, we take it from there. Ask your Account Manager for a list of specific fields that can be imported.

  • Do I need to have the Kareo Practice Management software for Kareo to do my billing?

    Yes, however there are a few unique situations where we may be able to use your current PM if that is required.

  • Do I need to use an EHR if I’m using the Kareo Billing Service?

    No, you are not required to use an EHR for us to do your billing. However, there are several advantages to using an integrated EHR and PM system. If you would like to learn more check out our video.

  • What type of support does this include?

    Once you come on board with Kareo Billing Services, you will be assigned an Account Manager to work with over the life of your account. Our EHR and PM training and support are included for no charge.

  • Can you do coding for me?

    We do not provide CPT© or level coding services. We do however provide ICD-9 coding (ICD-10 when adopted) and modifier assistance. CPT© codes must be provided by the doctor via EHR, paper Superbill, or hand-written documentation.

  • Can I decide which of my patients go to collections?

    Yes, this detail can be discussed and agreed upon with your Account Manager at the time of the welcome call.

  • What kind of reports will I have access to?

    You will be able to view reports and a Dashboard to see how well we are doing at any time. Just log into your Kareo account to quickly view updated accounts receivable dashboards, meters showing you how fast you are getting paid, and performance indicators on how efficiently your billing process is being managed.

  • What if I decide to take my billing back in-house?

    If at some point outsourcing your billing is no longer the best thing for your business, your staff can bring your billing back in-house and begin using the full Kareo software with your data immediately, picking up right where your Kareo team left off. That’s our guarantee.

Pricing & Sign Up

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