TheraNest by Ensora HealthReviews of theranest.com

Theranest EHR and managed billing services are great.My account manager through the managed billing service is seriously incredible. TherapyBrands Pay is not good. I wish they'd taken the time to work out the kinks before rolling this out and that we had better choice in if we remained with Vantage instead of Stripe (it costs more to remain with Vantage, the system they previously used). In the five years that I used Vantage as the payment processor, I did not have a single issue. Within about a month of using TherapyBrands Pay/ Stripe, I have encountered multiple issues. I even had the unpleasant experience of a customer support person with TherapyBrands Pay telling me that "in no circumstance" could the issue I was having be occurring. That felt pretty awful, especially because I showed black and white proof it occurred. All in all, Theranest is great for record keeping and for managed billing. Accepting payments (like copays, etc.) through the TherapyBrands Pay system has become frustrating and I am actually contemplating paying MORE money to go back to Vantage instead of Stripe. So, some parts are good, some, not so much.

Theranest needs to provide more video trainings on how to manually process paid insurance claims, including how to seamlessly submit to secondary.

I really like Theranest's ease of use. for I am a new customer and I have been able to learn to use the system fluently with low stress. If I have a problem there are instructions and videos to help. It has great features like drop-down boxes, Wiley Planner, and telehealth. I love the client portal concept, but it has been a significant source of stress. The advanced availability started listing my schedule as completely full for the last month. The tech help is extremely frustrating and seems only to placate my concerns, but has done nothing to resolve the issue. At this point, I would NOT recommend Theranest. I hope that my perspective can change, but that depends on Theranest.

Theranest was, without question, a 5 star company when I first began using them about 2-3 years ago. I raved about the intuitiveness of the software, ease of use, ready availability and helpfulness of technical support staff, and their friendliness. I am rating it 3 stars now because the past few months I have really seen a downslide in the availability of assistance, the ease and accuracy of using the software, and the responsiveness of the staff to very serious problems caused to my practice and bookkeeping. The company raised customer fees about 80% with little warning a while back. At that point, I was happy to pay more because of the above mentioned delightful experience with them. Since then, however, I have encountered headache after headache while trying to switch over to a new clearinghouse they are integrating into their program. Numerous errors, delays, and miscommunications have occurred with this process, which should have taken a few weeks at most. During this 6 month time period, I have also found that I can no longer reach their support staff by phone. Voicemails now aren't always returned. When messages by phone or e-mail are returned, the time to respond has been very inconsistent (whereas they used to be consistently prompt, friendly, helpful). Furthermore, this transition has recently produced a problem with my billing reconciliation that has caused hundreds of errors to my patient accounts. Their response to this has been unbelievably inadequate. While being pleasant and trying to research why it happened (they have always been good about this), I have been told there is nothing they can do to fix the problem so my accounts can be accurate once again. They have not apologized for this problem, and I have seen no effort to retain my satisfaction. This is not the company I started working with. I am not sure if they have grown too quickly and staff are over-burdened, or whether this new clearinghouse transition has been more than they could handle, but I am highly disappointed and considering taking my business elsewhere if things don't improve. Such a shame given what a fantastic experience it was to work with them for so long. I do hope they will turn this around.

The software needs some serious work. I have multiple unanswered trouble tickets with issues that I can’t get resolved. Every time you call their phone number, you get 2 minutes on hold before it tells you to leave a voicemail. They do not return phone calls timely if at all. They have a chat feature, but do not answer that either. If they do answer a week later, they didn’t read your original question more than likely.

TheraNest has been a great tool to track and bill clients. I gave it 3 stars because customer support has been slow to respond over the last couple of months. They have a multi-tiered online questionnaire then supposedly will get back to you, but I have yet to receive a response after multiple attempts to troubleshoot a problem. I used to call and get to speak to a friendly and helpful person, but it now seems as though you cannot call. I would have given TheraNest 5 stars prior to my recent difficulty getting help.

I used Theranest for the reminder service portion of the website. I wanted it to text two people for one appointment and it could't do it. So I left Therenest for another service that could do it.