Customizable Note Templates for different provider types and patient types. Review collected by and hosted on G2.com.
Eligibility processing has not functioned correctly since March 16, 2026, when InSync migrated eligibility checking from Practice Insight to Inovalon. We have an open support ticket (00429325, opened 3/16/26) and a formal case (00441001, opened 4/9/26) specifically for the failure, with InSync support communicating directly with Inovalon on our behalf. Four months later, it is still broken. We have submitted over 40 supporting attachments to tech support, sat through repeated calls, and received no fix and no written response after formally escalating to our account manager and to finance.
Eligibility isn't an isolated case. We have experienced the same pattern of platform malfunctions on other paid features, including AI documentation tools, note-taking, and telehealth/Zoom integration: tickets get opened, get escalated, and then sit unresolved for months with no meaningful update.
Customer service and tech support resolution are consistently poor. Problems get acknowledged, not fixed. Tickets stay open indefinitely. There is no proactive communication on status, no committed resolution dates, and no accountability when a deadline is missed.
What makes this worse is the billing. We continue to be charged in full, including excess usage fees, for features that are actively malfunctioning while the tickets documenting those malfunctions sit open. Instead of crediting a documented, unresolved defect, our account has been threatened with collections. Charging in full for a service you have not delivered for months, and then escalating collections against the customer who documented the failure, is the core problem with this vendor. Extremely infuriating and frustrating, ongoing issues, bugs, features not working as promised, gaslighting by tech support whether or not our issues even exist, spending month after month trying to resolve these same issues with no resolution. It is impacting our daily functioning as a practice when it comes to billing and note-taking. Review collected by and hosted on G2.com.
