TherapyNotes, LLCReviews of therapynotes.com

Fantastic customer support. The staff is competent, efficient and available. They really know their product and their customers!

Is TherapyNotes changing its service and focus w/o transparency to its clients (us)? They used to be so handy and helpful. What is going on? For the past nine days, I'm sorry to report that getting any help from TherapyNotes has been subpar, inefficient, and unprofessional. When you call the helpline, they have an automatic message recording, directing you to their FAQ and help articles to address your problem. However, the articles in TherapyNotes do not address the issue (Yes, we spent time reading the help articles). I hope the trend in poor service is just a 'blip' and TherapyNotes hires people to fix the problem instead of pinning the blame on matters outside their control. For example, I was told last week, after a 40-minute wait, that the specific matter would be fixed within 42 hours. It was not. So, we gave them four days to correct the problem, and the wait time was 122 minutes; today, I am caller number "43," and the wait time is 51 minutes. I want TherapyNotes to invest time in helping their clients instead of focusing on entering another 'screener' on their platform. We already have these screeners in our practice. The help center used to be so handy and helpful. What is going on? Are they directing their resources to work with a clearing house and, eventually, insurance companies? Can TherapyNotes's management invest and help their call center people? TherapyNotes has a lot of small costs that can add up, too, one needs to consider. In our small practice, we are experienced out-of-network providers (we use our energy and resources to help clients, and we are not interested in investing resources (aka 'charting mill' towards fighting insurance providers to cover care for their client's mental health coverage).

Therapy Notes’ support staff are quick to respond and mostly have useful answers; if not, they are open to clarification from me or re-addressing the problem. Therapy Notes has also been superb in handling this Change Healthcare debacle so that clinicians can get paid again asap and superb in communications updating their work on the issues in plain English.

What made my experience so great with TherapyNotes is their level of consistency in customer support. Every time I've called their support department I was never disappointed, even if I couldn't get the issue resolved through them, I was always pointed in the right direction. The best part is they will send you a step by step guide over what you all discussed in an email, so that you will have it for your reference should that same issue arise again in the future. I would definitely recommend TherapyNotes to all of my friends and colleagues. Keep up the good work TherapyNotes!

I chose Therapy Notes two years ago because I was brand new to electronic health records and I needed all the help I could get. Because of their great customer support I was able to learn how to navigate the website and transitioned my clients pretty quickly. Since that time they’ve increased their customer service availability even more. Having been effected by the Change Healthcare crisis, I have gained an even deeper appreciation. They reacted swiftly and have been very transparent in their communication. I appreciate the lengths they went to to give us options and ultimately switch to a new clearing house. Each customer service representative I’ve spoken to in the last six weeks has been helpful, understanding and great at answering my questions. Although I’m sure we all wish the Change Healthcare incident hadn’t happened, it certainly has me grateful for having chosen Therapy Notes for my EHR two years ago!

TherapyNotes has always been responsive to customer support calls and in recent months with the devastating blow of the Change Healthcare catastrophe, they have been even more attentive. I trusted them with my small business and they showed up with bells on to make sure my claims were processed as quick as possible.

In the midst of the Change Healthcare challenges we are facing, Therapy Notes continues to provide amazing customer service 24 hours a day. The blog has daily updates on which insurance companies they are able to submit to, and Ella, the technical support representative, spent over an hour on the phone teaching me how to enroll in a different clearinghouse so I was able to submit my claims to the insurance companies they have not yet been able to transfer to a new clearinghouse. Her patience and expertise were amazing!

TherapyNotes has gone above and beyond, even for smaller practices, in navigating the aftermath of the Change Healthcare cyber-incident. They've jumped through hoops to make work-arounds so we could continue to get paid -- even when this was absolutely none of their fault. They've stuck by their customers and have given continual updates on what they are doing to help get us back up and running. We highly recommend TherapyNotes because of this and many other reasons.