Qualifacts Insync Reviews

Pros

We have been using Insync for a year now and overall have been very pleased.
On the EHR side, the customization of the platform, particularly the Encouter Notes has been the best feature. Being able to tailor it to our patient population with integration of review of systems, quick check-boxes and so many scales has streamlined our documentation and improved efficiency.
On the RCM side, having a designated team has been invaluable! Our Accountant Managers have been very knowledgable and creative, out-of-the-box investigators and our revenue stream has steadily increased over the past year.
Additionally, the Customer Support Team has also been incredibly accessible and so helpful in problem-solving issues that arise.

Cons

The reports are plentiful, but almost too many options. It has been somewhat challenging to find the right reports to measure productivity. The RCM team continues to take our feedback and are regularly updating and improving reports.

Pros

All features in one system. Faxing, e-prescribing, PMP, billing, scheduling, ect. all in one. The ability to edit and create what we need. I love the ease of sending and receiving forms to patients, I love the fax integrated and able to save and upload so easily. I LOVE the to do option to coordinate between staff for medication issues and testing referrals. The med team is a big fan of the PMP inclusion. The front staff really likes the kiosk for patients who did not do paperwork prior to coming in. The patient portal is also so much better that we had before. We love the facesheet, it has become our new go to. The customizability of the dashboard. Assessment options already included that we can easily send out to patients and when they come back already scored. Ease of creating patient groups.

Cons

Billing not being current without the encounter closed. That is a huge issue with having a current bill at check in as we need to be able to more easily have a current charge at check in that includes that days encounter. Compatibility with IPads are such that makes them not a good match and that has been disappointing. We had some providers who bought one planning to use that and found you cannot hover over icons with an ipad. Not having an easy no show fee option and having to "bill that" instead of just quickly and easily adding a fee from the schedule at check in. Not seeing the phone number for the patient on the appointment scheduler when you hover over the appointment. The Payors/EDI enrollment process was very difficult compared to Therapy Notes. The inflexibility in the scheduler, I understand having those in blocks but it is a hassle to have that so strict. Speed between screens. The time it took for me and a few admin people to implement this system. I did not realize at the beginning what I was in for in regards to time and it was really tough to juggle with the regular needs of operating.

Alternatives Considered

athenaOne

Reasons for Choosing Qualifacts Insync

The practice grew to a size and with different locations we needed a system that was all inclusive so I can manage easier. We were using MD toolbox for prescribing, FormDr. to send out patient forms, Therapy notes for billing and notes and such, and Metrofax to efax. So we needed to put everything under one.

Switched From

TherapyNotes

Reasons for Switching to Qualifacts Insync

Better for behavioral health. We needed to be able to have groups and the others had behavioral health but lacking some of those features like group and built in assessments.

Pros

The software itself is good, aside from the speed which slows every now and then, it is updated regularly.

Cons

Every screen that loads basically has to load twice, once for the actually gui to display then it refreshes and places your data within the GUI, definitely slows things down.

Pros

The integrated clearinghouse info is so helpful. The ability to resubmit claims through InSync is a huge plus. I love that I can work rejected claims within InSync. Prior to this, I was having to wait until I got EOBs to see any rejections or inactive insurance issues. Now, I can catch those issues much faster (sometimes the same day) and fix the issues.

Cons

My least favorite thing is the inability to see visits in patient demographics - financials unless a claim is done. If I have a claim back-log, the front office can't pull the financial details for a client. We were used to a view/edit charges type arrangement that showed visits regardless of whether or not the claim had been processed (which wasn't always a good thing). It's more of an adjustment to how we do things than a criticism of the software.

Alternatives Considered

TherapyNotes, PIMSY Mental Health EHR, Tebra, SimplePractice and TheraNest

Reasons for Choosing Qualifacts Insync

Valant was not great. It had somethings that were good, but when they switched from PPS to IO...it went downhill fast. We had issues or outages almost daily. The "upgrades" they were doing were mentioned and then it would take forever to do them. It was like once you were in Valant, you were stuck with the way they worked. Enhancements don't get made often. They need a better team that listens to clients and the needed features.

Switched From

Valant EHR Suite

Reasons for Switching to Qualifacts Insync

InSync had all the features we'd been seeking and had stellar reviews. We had the opportunity to speak with a reference company that had switched from Valant to InSync. Their reference was great - "best move we've ever made."

Pros

The product looks a little overwhelming at first, but the team at InSync held our hands, every step of the way and we are picking it up quickly. Even some of our self-proclaimed ‘tech-dumb’ staff members are loving it. We love that it is all inclusive and we were able to streamline so many of our procedures. We no longer outsource our insurance claims processing, we spend way less time on data entry related tasks, progress notes are much quicker and more accurate, the clients are having a much easier time with the billing statements and their client portals. The ‘To Do’s’ feature allowed us to eliminate the use of an additional (and expensive) help desk software system for managing tickets and tasks. InSync seemed a little pricey up front, but when we looked at how it eliminates the need for other costly services and helps us keep track and not lose money from missed / rejected claims, etc… it is definitely paying off!

Cons

We only ran into a couple of snags along the way, but when we did, there was a team of people to fix them — usually within a couple of hours or a couple days. They’ve also taken down ideas from us for future features to potentially add to the system.

Alternatives Considered

TherapyNotes, ClinicSource, Tebra, SimplePractice and TheraNest

Reasons for Choosing Qualifacts Insync

We were outgrowing therapy partner. The software was glitchy and the customer service had declined. They had told us about several improvements and a ‘system rebuild’ that was in the works but it had been three years with no updates. When we reached out to let them know of our unhappiness, they told us there never were any promises of updates or new features. We couldn’t continue to utilize them without getting those glitches fixed, as our practice was growing! So we started looking elsewhere and found inSync. Ironically, shortly after we had the conversation where they told me there were no plans for new features, they rolled out the very feature we’d been begging for, and had been promised all along. But it was too late because it still left us with a glitchy system and poor customer service, and we were already moving on.

Reasons for Switching to Qualifacts Insync

InSync had a lot more options as far as customizing the software to fit our needs and keeping all our practice procedures in one place. We were tired of having a different platform and login for every task that we needed to complete. The sales staff and other team members were also really pleasant to work with!

Pros

The system rarely goes down. Reasonably adequate as far as putting notes in and for purposes of submitting claims and applying ERAs. Perhaps not every bell and whistle that can be wished for, but adequate.

Cons

There is a lot clicking and waiting a few seconds for screens to load up. This seriously slows down workflow because you may have to click through a few screens. It does not automatically update the chart to show you reviewed a PMP note, for instance, so after sending the med you have to click on the facesheet and wait for this to load. From that screen you can then load a custom form and wait (a little less time) for this to load. Frequent errors in when they were implementing us. Taxonomy codes were put in incorrectly which we didn't catch till later. Claims sending was set up incorrectly for under supervision. At the time at least there was a good degree of availability of tech support, and while they didn't always give you the right answers, after calling a few times you could typically get things figured out. They have since been bought by Qualifacts and things are going down the drain quickly. Now you are put in hold for 40 minutes before being able to speak to someone. Only 5 people from the practice, regardless of size, are allowed to call for support at all. Given how often we've needed to call to figure things out, this would have been unworkable for us in the first year with them. We switched to InSync because they offered a scheduling platform for new patient appointments. The platform did not work at all. It would offer patients appointment times that were already occupied. I don't remember the details, but it really wasn't a workable system.

Pros

Previously, we had used 3 other EHR's, each with their own set of issues. However, the last one really took the cake. We were promised timely access to support, the ability to customize many things and ease of use. We stuck it out for 2 years, but when the EHR started deleting notes, not saving information, changing dates and times, we had no choice but to switch. So far, Insync has delivered everything promised and more. What took me 2-3 hours and several applications in previous EHR's, takes one report and maybe 20 minutes in Insync. This literally saves me hours of work. I have yet to have a question that cannot be answered.

Cons

The only thing I did not care for was the amount of ways to do one thing. So, it's not even a real complaint. But when teaching staff how to do things, it can be confusing to show them how to start an encounter from the facesheet, and the scheduler and the dashboard etc. It is nice that there are so many ways to complete a task but it is also a bit of a pain.

Pros

Insync allows me to bring all facets of my business under one umbrella:
program management,
submitting claims,
client/patient statements,
clearinghouse,
credit card processing,
patient portal with
customized forms for progress notes and initial assessment, along with
HIPAA and consent for treatment, and
telehealth with Zoom that is very reliable.
With the portal, patients can make their credit card payments online and
send/receive emails that are all HIPAA compliant.

Cons

Setting up insurance companies was a bit of a challenge; however, that is because I forgot to change my address on Medicare website which caused a glitch in processing claims.

Pros

First and foremost the ease of use. The product is very intuitive and easy for staff to learn and operate. Second, the support staff are awesome. They helped us at every step. Very knowledgeable, approachable and always there for us. Also, the cost savings. While we didn't realize how much we were going to save at the beginning. We now know we will save $3M over the next 10 years. And we will be able to repurpose a couple of staff as less support is required with this product.

Cons

Gees, not much here. We are so satisfied. I guess the fact we did not implement it sooner.

Alternatives Considered

Cerner Millennium

Reasons for Choosing Qualifacts Insync

Our old system - was just too old. While, we are savings a tremendous amount of money we choose InSync because we need a more modern system. Something that could change with the times, something flexible and able to integrate our State required reporting into the software.

Switched From

Cerner Millennium

Reasons for Switching to Qualifacts Insync

The product was more usable. More flexible. More learnable. More in everyway. And the staff are all awesome!!

Pros

The EHR was working well and the RCM team was kind and supportive prior to being purchased by Qualifacts. This is no longer the case.

Cons

The RCM team is neither supportive nor helpful.

Pros

(I used all three sections below to describe our overall experience with Insync) I would say that we are too new to the experience with Insync to really comment on if/how it has helped the business/ practice. I would like to comment on our implementation experience. It is my impression that no one really knew what was going on at the start, I do not blame this on any one person. It sounds like the type of training that we decided to do (Insync University with 10 hours of training with a specialist) was a new tier. Doing the training via the University came with its own challenges as it is hard to find space in a full practice for clinicians/ support staff to get training done. It would have been very nice to have an itinerary laid out. (We were given the itinerary for the large market at first and while that looked overwhelming it was nice to see the time frames and what was expected) For instance, week one workbook completed, week two- trainings 1-6 complete (setup reminder configuration), week three trainings 7-12 completed (ECPS done for the providers)..etc.

Cons

There was a lot that needed to be done but I always felt like we were missing something or we were rushed to get stuff done because we didn't actually know it needed to be completed. When it came to training with a certified Insync trainer, we did one 5 hour block where we closed the clinic so everyone could attend the training. We walked away from that with lots of questions, unsatisfied. It may have been untraditional for a clinic to want to do all their clinical training in one setting but that is what worked best for us as a clinic. The trainer went through the initial setup of the EHR 4 different times, totaling probably 4 hours of that training. Each group that we had go (front desk, med providers, therapists) were walked through the basics/ set up of the EHR. We feel as though it would have been more efficient to have the trainer do the basics once and then break it down further with each individual group. Again, I don't blame this on one person, I think there was confusion based on the training package we bought. I hope our experience can help shape a better implementation process for future practices!

Pros

The product is very easy to use and simple to understand but what keeps me coming back and signing new clients on is the impeccable customer service.

Cons

Eligibility through practice insight and some other reporting features could be improved. Insurance eligibility especially is currently very tedious to verify. The reporting features can be improved as well. For manual entry of claims a tab over field for ICD-10 would be helpful. Clicking to
Proceed is a waste of time. That’s the feature that makes me want to consider a different software. I’ve asked customer service many times if anything can be done but they said nothing can be changed about that.

Alternatives Considered

NueMD and AdvancedMD Billing Services

Reasons for Switching to Qualifacts Insync

Loyalty and the fact that insync was willing to work with me with regards to pricing.

Pros

The customer support you receive from the time of the sale to launch and even after is excellent. They hold your hand through the entire process making a very stressful situation manageable, including training our 65 providers.

Cons

Seems like a few things have more steps than should be necessary to complete on the PM side.

Alternatives Considered

TherapyNotes

Reasons for Choosing Qualifacts Insync

I’ve been thinking of changing for years because they haven’t updated anything for years. Finally they announced they were closing the web based version at the end of the year and it made the decision to make it happen easier.

Reasons for Switching to Qualifacts Insync

The purchase of the licenses vs just leasing and the promise to configure the system to meet the needs of our group.

Pros

Integration and implentation was never going to be easy, but we were assigned a terrible implemntation specialist, Ricky. Once we changed to Ross, it was better. We have been very pleased with his support and it made our experience much better.

Cons

As a more complex practice with many layers of services, the coding does not meet our needs. Even with the help of many team members, our invoices are still incorrect and our payers are not pleased with the changes. Mostly, we need a way to track the invoices with a number specific to that service.

Alternatives Considered

TherapyNotes, My Clients Plus and Jane

Reasons for Choosing Qualifacts Insync

We needed a way to bring EHR and invoicing under one application for both sides of our business.

Switched From

SimplePractice and Wave Accounting

Reasons for Switching to Qualifacts Insync

At the time, our salesperson made it seem like it was going to solve all of our problems. It has not.

Pros

The software is easy to use and learn. It's very versatile and has more features than others we have used that make our work easier and more efficient. The software is integrated with the billing portion which saves us time. Errors are fixable before sending to billing.

Cons

We are very new to using the software and so far I can't see any problems or issues that I would change. After using it for a while, there may be some suggestions but the program is so complete that simple customizations make everything fit our needs so far.

Pros

It is much easier to use than the EMR we were using beforehand. The InSync team have been very nice to work with. They are flexible, want to help and problem solve and really seem to care about you being happy with the software.

Cons

The integration with our business workflows. We didn't feel the process that InSync uses for Integration was the best use of time and had a good flow from our end.

Pros

Insync has multiple features not found in other products. The patient portal has been very helpful in communicating with patients, allowing them to schedule their appointments and sign releases.

Cons

Difficult at first to navigate. Fortunately, the support team replied promptly to every problem I ran across or question I had. For someone that is electronically inclined, I'm sure this product can do far more then what I am currently using it for.

Alternatives Considered

Tebra and TheraNest

Switched From

Tebra, Practice Fusion and TheraNest

Reasons for Switching to Qualifacts Insync

Insync was recommended by another business owner. Price was more reasonable then most of the products I reviewed.

Pros

I love that there is so much care and attention put into implementation and training!

Cons

-I wish this system came with the ability to live-chat (instant message) with the rest of the staff.
-I also miss not being able to email unlimited statements for free to clients.
-I have not found a quick/simple way to resend a telehealth link (by receptionist) to a client if they can't find their previously sent link.

Alternatives Considered

athenaOne

Reasons for Choosing Qualifacts Insync

We needed more/better features.

Switched From

SimplePractice

Reasons for Switching to Qualifacts Insync

Cost and ability to have a separate contract for our billing add-on (RCM)

Pros

The basic use of the product in providing and generating progress notes and an assessment are easy to use; however, the actual nuts and bolts of what can be done and all the workflow specifics of what support can provide the user was not a known reality to our group.
We really like that for those bills that are straight forward and clean that we are seeing a return pretty quickly. We love the fact that the software can be versatile and provide us data points as long as you know how to select all the specific fields to generate the report.

Cons

We find obtaining data reports quite difficult because there are so many specific items that must be set up in the individual reports it is hard to use in that way. Given that our set up was botched and then our training was limited thereafter it led to us finding 8 months later that we were not closing loops on our claims which has led to a great deal of financial loss. I think the biggest concern is that the sales team really misspoke when they said that we were all fine and that the billing team will do it all for us. That resonates in my mind almost weekly as we continue to slough through billing issues that were made in the beginning. Equally, that the person who was to do our set up and have us ready did not have our system set up which greatly delayed our onboarding and vastly changed our system and created a lack of trust from the onset. Outside of that the fact that our Account Managers changed before we were fully onboarded caused us to struggle with the Issues Log down the road as well. Presently our additional issue is that we have not been able to easily identify where our total issues log items reside to follow up with a "click of a button" like the sales team said would happen. Another concern is that in trying to set up a customizable report by meeting with our support team three times has led to more concern that those that write the custom reports do not understand what the user wants regardless of how we explain it.

Pros

Our initial support and training staff were exceptionally responsive to our needs and excellent at what they do. Most of the people who work for the company seem to really care about the product and care about whether we are happy with the system or not. Even the owner of the company went to bat for us several times when we were not getting features we had been promised in a timely fashion. Generally, the system is extremely customizable to our practice and we were able to set it up for our specific needs. Now that the system is up and running, our staff, clinical as well as billing/scheduling, seem to be really happy with it.

Cons

As I mentioned, during the initial setup and customization of the system, our initial trainers and sales people were all awesome to work with. Now that we have gone live and are using the system, we are dealing with the technical support staff. While they generally respond in a timely manner, all of the ones I have dealt with are from India and are either extremely difficult to understand or else don’t seem to fully understand what we are trying to say. This can be extremely frustrating at times.

We were told the program was very customizable – which is true. The problem is we didn’t realize that their setup team had so many customizations and updates to make for other clients that it took almost 8 months from the time we signed the initial contract to get our needs addressed. This wasn’t helped by the fact that they kept giving us dates we could expect the next software roll-out and then those dates kept getting postponed. One major problem was that we had been told before we bought the system that it could do accrual accounting. Then we discovered it wasn’t set up to do accrual accounting at all. From April 1st, when we went live, to the end of June, we were unable to generate any financial data. This was a big problem for us. In addition, we were unable to generate specific outcome reports we had been promised (and that we needed for quarterly reports for some of our funding sources). This has been worked out now but was very stressful at the time.

One of the things that appealed to us about this system in the beginning was the great reviews it got for its technical support and the responsiveness by which they responded to problems. While they are generally responsive, they haven’t consistently been so. One staff person told us the company was growing so fast that they were unable to respond to the increase in technical support needs. Maybe this is something that has been ironed out by now but it was certainly a problem early on.

Pros

Insync has the most features, and is very customizable to how you want it to be used, based on workflow and they types of services that are specific to an agency.

Cons

Specific to our industry- we will probably be needing what is being called EVV (Electronic Visit Verification). This is becoming popular for companies that provide community-based services in the home. EVV is a GPS verification system that provides proof to insurance companies that a visit was performed. The best way to use EVV, is to have it tied to your EMR system, so there aren't multiple systems being used. It would be nice if Insync could develop something that would accommodate this, as EVV becomes a requirement for us, and probably many other services.

Pros

We are a pediatric therapy clinic that has had our own medical record system and way of doing things for years. The inSync software supported the vast majority of what we needed in our documentation system and we were able to integrate our needs into their system very well. If it was not a feature that inSync had an established system for, they worked quickly to find a workaround or to create that feature in their system. The end result was a more efficient and customized system than we had previously been using.

Cons

I can't speak to the scheduling aspect of the system as I am involved primarily on the clinical documentation side. It is my understanding that some of the aspects of the scheduler were not initially as efficient as hoped for a multi-clinic location. However, I also believe that these concerns were immediately addressed and modifications have already been put in place.

Alternatives Considered

ClinicSource

Pros

The software is easy to use. Insync always tries to help accommodate our practices needs.

Cons

Sometimes I do feel it difficult to do certain tasks. Things were not completely set up for the practice in the very beginning.

Pros

The easiness of post EFT/ERAs. Also posting patient payments is easy.

Cons

All the different reports that can be pulled. Sometimes less is more.

Pros

InSync's implementation process is very structured and hands-on. The ease and ability to build our existing forms and processes into the InSync software was extremely helpful. Charting, claims processing, and patient communication is much more efficient.

Cons

We would love to see some options geared more towards PPEC facilities specifically. For instance, it would be beneficial to have eMar time schedules formatted for PPEC facility hours. The encounter process used to create claims for attendance each day is a little cumbersome. It would be more efficient to be able to create claims based on groups of patients rather than one at a time.