Insight EMR and Billing by Clinicient Software

Pros

I really like the setup. It is easy to use and didn’t take me long to figure it all out. Everything thing is easy to access.

Pros

Great system with a scheduling, documentation and a billing module for outpatient clinics. The system thinks like a therapist and so feels very intuitive. They also have a revenue cycle management team that can do the claims for you

Cons

Not much to add here except not sure if it is cloud based or not and slightly more expensive than some other products in the market

The billing functions are a pain and when we call to get assistance, half of the people we speak with either have nothing to add over what we already knew or just say that's how it works and hopefully in the next year it will be improved. Data pushed to Zirmed or pulled from Zirmed frequently incorrect or missing things. Tasks are attached forever to the patient's chart. Errors cannot be corrected. Billing adjustments reflect everything on patient's bills, even when it was an error in Clinicient. FREQUENTLY charges pulled out and pushed to Zirmed are not in Zirmed - WAY too often to be "user error" as has been the ONLY explanation or help we received when we reached out to Customer Service on both Clinicient and Zirmed's departments. We literally have to go into Zirmed once a month and double check any and all DOS that haven't received payment and usually it is due to that error. Sadly, we were not aware this issue was a problem until MANY of our DOS's had been over the three month threshold and had to be written off. We lost a LOT of money in that process.

Pros

The Physical Therapists, for the most part, like the charting software. It is fairly basic and simple to use once you have all the templates figured out.

Cons

Billing/Tasks/templates/corrections/clearinghouse inputting and outputting/etc. Text reminders works on and off. Customer service doesn't know billing well and sometimes takes a long time to get back to us. Sometimes documents are scanned into patient's files to discover that they were magically missing from that patient's file and we find them later in a different patient's file, with no explanation. Templates have to be edited every so often because words will have been moved over and are no longer showing all of the sentence or the PT's signature is suddenly no longer printing on the letter.

Pros

Excellent HIPAA and compliance functionality. Checks and balances for billing requirements. Overall utility is very conductive to outpatient practice setting

Cons

Missed elements of diagnosis specific objective data groups. Weakness with vestibular examination parameters.

The software is a good start in many ways to building the eventual billing and coding system.

Pros

It has all the basic billing components for note / record keeping. The data can become a bit lengthy to click through.

Cons

The templates are hard to build. Once a goal is achieved I have not found a place to archive it. The data fields get lengthy

We are actively looking to migrate.

Pros

The integration of the schedule, billing and the documentation is user friendly. Once you customize your evaluations templates evaluations are a breeze.

Cons

Their billing is horrible. They are inconsistent (can go up or down 30-40% with no changes in volume or payer mix), they are constantly shuffling out team members, and billers( been with them since late 2014 and I'm on my 4th account manager whom I haven't spoken to yet. My last one left abruptly on 3/31/17) . The customer service is even worse. No one seems to have any answers. They love to pawn off any issues with collections or functionality on to you and your practice. Their policy seems to be to push any questions towards the tutorials and the insight website. Which is just a bunch of glossy youtube videos.

This software is very user friendly. From a front office and billing point of view this software is very reliable and has features that make it easier to get the job done!

Pros

The reports for this software make billing and front office error very minimal. This software helps with efficiency in the clinics.

Cons

You can only open one tab at a time and have to continually go back in forth for different information.

Advice to Others

I have worked both front office and billing and this software is great for both!

Experience: I've worked on 6 different EMRs over the past few years. While there are always items the company can improve upon, Clinicient has much of the core that makes our lives easier. Clinicient has a product that I would happily recommend to other therapists, whereas there have been other systems I wouldn't touch again with a 50% raise.

Pros

Ease of use and functionality of the tree

Cons

No true exercise flowsheet.

Likes Best

I took the time to talk to the company about this software and have a tutorial. It was in my top 2 options because of versability. The price was great, the easy of use was good, the learning curve was easy and it had all the functions we needed. However, it was a split decision and I lost the battle so we did not go with them, we went with WebPT which was a mistake. Will probably switch over to this soon! Don't make my mistake. I would recommend at least looking into this and taking the tutorial as it has all the things you would need as a provider.

Likes Least

There is nothing I found that I liked least as I have not had the chance to go as in depth yet.

Recommendations

Find what is right for you and go with it! This should have been what we went with.

Likes Best

The software is easy to use. It's one of the best EMR systems on the market.

Likes Least

The billing and support portion of the software company takes a long time to address issues and concerns.

Recommendations

Ask lots of questions about the roles and responsibilities for you and the company!

Likes Best

I really like their billing system. It is very easy to use and it fits my need for my small customers.

Likes Least

They use to have the best customer services in the business - they have changed you can't get anyone to call you back when they say they will. You call leave messages and no one returns your calls. Customer Service is horrible!

Recommendations

I would not recommend this software because of the customer service.

Likes Best

User friendly, efficient, and the support staff are excellent.

Likes Least

Sometimes it disconnects and has problems reconnecting.

Recommendations

Realize that there are many options that claim to do the same thing as Insight, but they really don't. We used to be with another EMR company, and until we switched we realized what we were missing out the entire time.

Likes Best

ease of use for training modules, easy to look into pt account really quickly without changing screens.

Likes Least

Sales person could keep me updated better through process. I had to follow up to see what the status was during the process. Overall the outcome was good but more trouble than it had to be in my opinion.

Recommendations

Make sure you look hard at the systems where billing and EMR are 2 different packages. We had a lot of experience in other vendors with bugs constant that really caused frustration and being charged constantly for updates that didn't improve work flow or actually made us slower. Clinicient has been excellent at its updates and they have made a lot of sense to the staff. I like a software that keeps improving...I think that is the point. Make sure customer support actually lets you call them when your a customer (seems obvious but not so).

Likes Best

Customer representative that is assigned to help you in the conversion and growing process. As a new start up, having this person and weekly calls have made it easier to adapt and help fit the clinics and programs together. The product itself is customization and adaptable to fit into the needs of the clinic. Multiple sophisticated reports exist to help manage your practice and the key metric report is very useful in providing a quick clinic snapshot within one report and with the graphics, it makes it easier to relay the information to the staff. Billing and Collections team are very knowledgeable and efficient.

Likes Least

IT department is slow to respond to request or resolve issues.

Recommendations

Great product overall, after researching numerous products, which offered both the software and the billing services, Clinicient was the best, I am very pleased with our decision.

Likes Best

Responsiveness both from management and tech support as they continue to evolve and enhance the product. Compliance is made easy and reduces risk when navigating the rapid change in regulations and policy. I also like the integration of the whole patient encounter from the admin side to the therapy side to the collections side. There are not hidden costs...they are very up front with pricing.

Likes Least

They went through some growing pains when their client base exploded, but they have invested money and management strength to solve this issue. So far, their product continues to grow as one of the main players in rehabilitation EMR systems.

Recommendations

Be prepared for implementation pains...this is a big change for any company. The more you take the time to customize the system from day one (and definitely include your whole team in this process), the more buy in and easier the transition. Definitely take advantage of the multitude of training options the company offers.

Likes Best

I have used Clinicient since it first came on the market. As I have grown, Clinicient has grown with me. I started by using just the scheduling and documentation. When Clinicient added the ability to integrate documentation with billing, we signed on quickly. Using Clinicient allowed me to reduce the number of staff I needed for billing. We, as a unit, are more efficient with our documentation which in turns creates improved revenue collection, fewer billing mistakes and decreased outstanding balances.

Likes Least

I have very few complaints about the product. Staff is knowledgeable and respond in a timely manner.

Recommendations

See what you need in your clinic. Do you want just scheduling and documentation? Do you want to be able to bill on your own? How computer savvy is your staff? Expect the learning curve to be around 3 months when you transition from your old system to a new system.

Likes Best

Clinicient continuously evolves as a PT software company providing EMR and integrated billing, A/R services. The EMR product is easily customizable to your clinicians skill level in regards to complexity of objective tests and measures as well as numerous other topics. Reports to referring physicians can be customized as well to allow ease of reading or extensive whichever you prefer. The account management solutions offers amazing A/R controls that can easily adapt to your administrative employee skill level and management style. Cash flow is high due to their oversight.

Likes Least

New hire training videos and practice database can be a little more integrated to allow learning and actual practice at the same time. It would also be nice if had IPad application and run on a MAC operating system.

Recommendations

Speak to actual clinicians using the product and front office personal dealing with account managers for accurate feedback

Likes Best

I've worked with Clinicient for 3.5 years and I think it has to be one of the top programs I've used in all my years in the medical field.
With the transition to ICD-10, I can't imagine working with any other company. There was clear communication along the way and assistance if needed. I think that transition, in particular, solidified for me how competent and capable Clinicient is as a company.
There is always room for improvement and I think the great thing about Clinicient is that they are willing to have you submit any feature requests directly to them. I appreciate that they take them into consideration with each update.

Likes Least

I try to do a lot of troubleshooting on my own and I think the only thing that sometimes hangs me up in that process is the search feature under Help. I don't find it to be all that user friendly.

Recommendations

Ask questions! Before finding Clinicient, we had planned to go with another company. I asked lots of questions and still was nearly fooled when we started training. So when I found Clinicient, I asked even more questions. And they were honest and didn't keep anything from me.

Likes Best

Ease of use. Good support and training videos. The company does what it promises.

Likes Least

Some lack of flexibility with the program but they are constantly improving.

Recommendations

This is my third EMR product. I find this one by far the best. Experience counts. New products are just that....new. They can have lots of flaws.

Likes Best

Very comprehensive software with much power for data management.

Likes Least

Software needed a lot of editing "out of the box" by our staff to customize it to our needs. This was very time consuming. I am not sure why a software designed for PT has options from pic lists for chiropractic care?
The self directed customer service program (Creating a "Help" case) was very poor in the beginning with most requests unanswered for weeks. But, in the last year, this has improved considerably, and most help cases are actually answered via a follow up phone call.

Recommendations

Get a FULL understanding of the amount of time necessary for training on the new system. We grossly underestimated this. Think 2-3x what you originally expect.