James, I recognized myself as Marcus instead of Keidra. We see TotalMD from two different perspectives. I see TotalMD from the perspective of a pharmacist that owns/manages a medical practice that needed to replace a PM within an aggressive timeline. Your perspective comes from a very tech savvy billing software standpoint. I don?t think many AC users share the same resources as you. Most of us look for a turn key product versus purchasing a Corolla and transforming it into a Lexus. I will respond to several of your comments:
*Interfacing. You provided a detailed generalization of software companies. However, my point is to the AVERAGE user without IT expertise TotalMD?s interface with clearinghouses is totally independent. An additional step is required to both submit claims to clearinghouses as well as receive ERAs from clearinghouses. That?s very inefficient compared to other softwares. During demo, my mistake was that I didn?t realize what I didn?t know. Our previous PM of 8 years was a true interface to the point of my not realizing the clearinghouse?s role. We paid one fee to the PM and they managed clearinghouses. That?s what I now have again with Kareo. We use Gateway EDI with Kareo, but all communication is with Kareo. If there?s any issue, we call Kareo and it?s between Kareo and Gateway to fix issue versus us playing as middle man every time there is an issue.
Training: I spoke with TotalMD?s salesman at least 10 times before we decided to purchase software. TotalMD?s software is very user friendly. I was personally trained on all routine functions before I ever purchased software. I even negotiated price reduction as well as downloaded program 30 days for free. However, I was trained on a fully functioning demo and didn?t realize their program was a blank canvas that required the user building everything. It took nearly a month to build necessary queues before I could train staff. While researching program, I noticed training videos for $299 that I was prepared to purchase. However, I was made aware that they no longer sell them. They do not have a user manual. Someone must verbally tell customer everything which is terrible. That?s not common for any company. I didn?t think a question like that was needed. That?s not the AC experience or many other billing software companies. Kareo has an extensive video library, an initial success coach, online user manual, and unlimited support.
30 Day Money Back: I have complained to both Apex and TotalMD about 30 day money back. Transitioning from one software to another is not a 2 week process that allows enough time to evaluate program in 30 days. I didn?t realize the magnitude of software deficiencies until almost 2 months. It takes longer than 30 days to setup many insurances with new clearinghouse. Once insurances are setup with clearinghouse, the process of submitting claims, posting payments, and follow-up takes times to evaluate. 30 Day money back is only feasible if customer is using existing clearinghouse and simply changes PM.
Reporting: The system is such a blank canvas that most reports are not available to customers. There were several times I had to call salesman and ask for reports I saw during demo. The support staff didn?t know what reports I was referring to. Reporting is terrible. TotalMD appeared to have good reporting during demo. However, the salesman was using fictitious information and was very general. I can go into extensive detail of the reporting deficiencies offline for anyone that wants more information.
James, I have read many of your posts. I respect your IT knowledge. I actually evaluated TotalMD after reading one of your posts from this forum. However, I don?t think it?s productive to discredit another?s perspective based on generalizations especially when many of the functions/services you don?t use due to enhanced functionality and other external factors. We do agree on one thing. I could have avoided 2 months of HELL with better fact finding. However, that doesn?t mean the issues aren?t real to the average user. I?ve utilize this forum as a place to gain knowledge of AC for years and I never post. However, I decided to post on this topic so that other lay users would make informed decisions.
Marcus
