No transparency, refusal to use email for communications, and critical information left out
Our experience with Tebra has been extremely disappointing and has negatively impacted the launch of our new practice. During the sales process, we were encouraged to move forward with what was presented as an opportunity to "try out" the platform. What was not clearly disclosed was that signing the agreement effectively committed us to paying for an entire year, regardless of whether the platform met our needs. Had this been presented more transparently, we would have made a different decision. Since realizing we were contractually obligated, we invested significant time completing Tebra University trainings. Despite completing the available education, we still found the platform difficult to navigate, and many of the questions critical to our practice operations were not addressed in the training materials. We repeatedly requested information via email regarding onboarding requirements and billing setup. Instead, we were continuously told that the information could only be provided during an onboarding call. Scheduling those calls proved difficult because available appointment times rarely aligned with our schedules. Requests for email communication were repeatedly declined. When we finally completed the onboarding session—more than two months after our initial demo—we were informed that additional steps were required before we could bill Medicare and Medicaid and that there would be an approximate 35-day delay even after credentialing. This information was essential to our business planning and could have been communicated in a simple email on day one. Had it been disclosed earlier, we could have begun those processes immediately rather than losing valuable time and revenue. Perhaps most frustrating was the lack of accountability. At no point did anyone acknowledge how these delays affected our practice or offer meaningful solutions. Instead, the responsibility was largely placed on us for not being able to attend onboarding meetings that could have been replaced with basic written communication. We have also received invoices that do not appear to align with the pricing discussed during the sales process, creating additional concerns regarding transparency. For a company that markets itself as a solution for healthcare practices, the overall experience has felt unnecessarily complicated, poorly communicated, and lacking in professionalism. The delays and lack of transparency have cost our startup valuable time and income during a critical growth period. Based on our experience, I would not recommend Tebra to new practices seeking a straightforward, transparent, and supportive EHR and billing solution. There are alternative platforms that, in our opinion, provide a more user-friendly experience and clearer communication.