Top 5 Medical Billing Challenges of Today and Tomorrow

September 29th, 2010 by Joann Doan

ChallengesAs I wrote last week, Kareo was proud to sponsor a session on September 22, 2010, at Physicians Practice Live on “Billing: Top 5 Challenges of Today and Tomorrow” presented by practice management expert Judy Capko.

More than 340 people attended this virtual session, which offered an excellent overview of the challenges faced by physicians, medical billers and all those who rely on medical billing for their livelihood. Ms. Capko is writing an article based on the session for an upcoming issue of our newsletter, Getting Paid, but in the meantime here is an overview of her session.

CHALLENGE 1: Patients Pay a Larger Share
In order to address this challenge, Ms. Capko says a change in procedures may be required, and when implementing a change, it’s important to educate and inform patients, confirm appointments to reduce no-show rates and collect co-pays consistently. She also recommends setting collection goals, training staff appropriately and holding all staff accountable.

CHALLENGE 2: Insufficient Payer Reimbursement
The key in this area, according to Ms. Capko, is to analyze payer performance and identify poor performing payers. Then it’s important to respond to the analysis by strengthening payer relationships, develop a negotiation strategy, drop poor performing payers when necessary and grow the practice with better payers.

CHALLENGE 3: Labor Intensive Processes
Medical billing is a labor-intensive process, which no doubt comes as no surprise to you. Contributing to this challenge are inconsistent processes and outcomes. Keys to alleviating this challenge include lean management, increased automation and appropriate tracking and accountability.

CHALLENGE 4: Retaining Top-Notch Staff
Hiring and retaining top-notch staff is a big challenge for any business, and especially in the area of medical billing. Ms. Capko feels practices need to demand a greater level of expertise to achieve the success desired. Of course, even in this economy practices are competing for the best employees, so it’s important to ask questions including:
• How attractive is your practice opportunity?
• What significant changes can be made to appeal to the
• best candidates?
• Does your culture truly value staff?
• Does your practice invest in tools and training?
• What opportunities for growth do you offer?

CHALLENGE 5: Staying Ahead of the Curve
One of the biggest challenges in healthcare at present is the large and varied changes presented in the form of new legislation and government initiatives. These include healthcare reform, EHR and meaningful use, PQRI and others. Ms. Capko advises that staying informed is key to dealing with the changing playing field, as well as recognizing that these issues are not going away.

Ms. Capko also addressed the challenges of the future, including:

• ICD-10
• Medical Necessity
• Medical Home
• RTCA (Real Time Claims Adjudication)

As I mentioned above, Ms. Capko will discuss these topics in greater depth in an upcoming article in our newsletter. In the meantime, if you would like to hear her presentation, you can do that free at the archived version of Physicians Practice Live. The archive will be available until March 22, 2011.

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Building Our Customer Support Team of Medical Billing Software Experts

September 22nd, 2010 by Joann Doan

We’re working hard to expand our Customer Support team so that we can provide the support you want and deserve, as Dan mentioned in his post last week.

How do you find experts who can help our Kareo users with their medical billing questions?

Well, here’s what we did: We located some people with medical billing experience (in some cases 10 to 15 years) and brought them on board to be trained on how to support Kareo users. All of our current Customer Support Team members are dedicated to helping resolve existing case requests, so in order to train our new team members, we went out of state. We flew Jason McDonald, our Director of Sales, in from out of state and he trained our new folks to meet our rigorous standards.


Both our existing Customer Support Team and our new team members are working hard to expand our medical billing support. The existing team has been working overtime and also worked right through the Labor Day weekend. And the new team members also trained over the weekend! We truly appreciate the dedication of these professionals.

Soon you’ll be seeing the benefit of their hard work, with faster response times and increased support options. Thanks for your patience while we expand the Kareo Customer Support Team.

And thanks to Jason, all of our Customer Support Team and our new team members who have been working long hours to take care of Kareo customers. We appreciate it!

If you know of someone who is knowledgeable about medical billing and interested in joining a dedicated team, please have them visit the Kareo Jobs page. We’re looking for the best.

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Join Us at Physicians Practice Live–A Free Virtual Trade Show–For Medical Billing Tips!

September 20th, 2010 by Joann Doan

PP Live booth screenshot cropped 2How can you attend a trade show that offers the latest info on practice management, including billing and coding tips, without leaving your office? At a virtual trade show, a new way to learn and network.

We’re pleased to announce that Kareo will be participating in Physicians Practice Live, a free virtual trade show presented on Wednesday, Sept. 22, 2010, by Physicians Practice magazine. We hope you’ll join us, both for a session we’re sponsoring and in our virtual booth, where you can ask questions and see our special show offer.

The session sponsored by Kareo is entitled “Billing: Top Challenges of Today and Tomorrow” and will be presented by Judy Capko, a medical billing expert and author of the popular book “Secrets of the Best-Run Practices.” The session begins at 1:00 PM Eastern and will cover topics including:

  • ICD-10
  • Medical Necessity
  • Medical Home
  • RACs
  • And more

You can also visit Kareo’s virtual “booth”, pictured above, where you will find useful videos, our new Demo Center and a special show offer that will allow you to save up to 25% when you sign up for Kareo.

Don’t miss this free cutting edge learning opportunity–register now at and join us on Wednesday.

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Big Plans for Improving Your Kareo Customer Experience!

September 14th, 2010 by Dan Rodrigues

I have some exciting news for Kareo customers about how your Kareo service will be improving in the near future.

But first, I’d like to thank you! Thank YOU for your business and support of Kareo. Thanks to you, our customers, we’ve doubled subscribers and revenue in the past year. But with growth, we’ve experienced our share of growing pains and we know that some of you may not be receiving the level of service you expect from us.

Today, I’m pleased to announce that Kareo has recently received a significant investment from Boston venture capital firm OpenView Venture Partners. This new capital provides us the resources to improve the Kareo service and deliver the customer experience you deserve from us. Over the weeks and months ahead, we are making changes to improve your Kareo service in many ways, including:

  • Enhancing Customer Service – We are hiring additional support staff, speeding up response times and will soon introduce new customer support options and resources to provide more “real-time” support.
  • Upgrading Data Center Infrastructure – We are purchasing and installing additional server equipment to improve the performance, stability and scalability of the systems that run the Kareo service.
  • Accelerating Product Development – We are hiring additional software engineers and testers to speed up the development of enhancements to your daily workflow, and to add exciting new capabilities to Kareo.

We’ll be working hard for you, but we could sure use your help. If you’d like to lend a hand, take our 1-question survey to tell us the #1 thing you’d change or improve about Kareo. Then, get the word out that we’re hiring and refer any talented professionals you know to the Kareo Jobs page.

We want Kareo to become the most customer-centric vendor in the business. Over the next 6 months, I will keep you updated on our progress with regular posts to our Product Blog and emails once per month. Along the way, if you experience service that is less than outstanding and our support team is not able to resolve the issue, please email me directly at and I will respond within 24 hours. That’s my promise to you.

Thanks again for entrusting us with your business and we look forward to improving your Kareo service.

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New Demo Center Open For Test Drives

September 10th, 2010 by Joann Doan

We’re pleased to announce that our new Demo Center is now open and ready for you to take our various features for a spin. You’ll find short, informative videos demonstrating our features in:

Practice Management


Medical Billing & Collections

Charge Entry

Clearinghouse Services

Electronic Claims Processing

Analytics & Data


  • Reporting: Make better decisions with insightful reports
  • Document Management: Enjoy greater convenience by storing your documents online
  • Integration: Extend the power of Kareo by interfacing with third-party systems

We hope you’ll enjoy the opportunity to find all of these informative videos in one place and take a look at all the useful tools that are included in Kareo medical billing software.

Read More | No Comments | Filed in Company, Features

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