Klara Review for Telehealth CEOs: Call-to-Text, Webchat, and EHR-Aware Messaging (Now Part of ModMed)
Why this matters
If your front desk is drowning in calls, converting phone volume into secure texts and centralizing threads per patient can materially lift throughput and patient satisfaction.
What Klara is
A multi-channel patient communication platform that unifies two-way texting, website chat, call-to-text, voicemail transcription, and telemedicine video in a single thread per patient.
Ownership & context: Klara was acquired by Modernizing Medicine (ModMed) in Feb 2022, and ModMed actively promotes Klara alongside its specialty EHR/PM suite.
Compliance & diligence
- HIPAA; used by ambulatory practices and digital health providers.
- Consolidation of all patient messages into one thread with EHR interfacing in ModMed environments; Klara public materials also reference an expanding network of EHR interfaces.
Strengths
- Call-to-text + voicemail transcription → shifts phone volume into manageable, auditable threads.
- Webchat capture → converts site visitors into bookable leads.
- Telemedicine built-in → secure video with virtual waiting room.
- EHR alignment → tight ModMed connection (push messages/voicemails into EMA EHR); vendor content cites interfaces with other EHRs (athenahealth, Nextech, etc.).
Weaknesses
- Pricing not public; sales-driven quoting.
- Deepest integration is with ModMed—others exist, but diligence them per EHR.
- As with any messaging platform, you’ll still want a CDP/BI layer for CAC→LTV analytics.
Integrations & proofs
- Patient thread + EHR: ModMed content shows seamless interfacing; webinar case studies highlight call-to-text savings and lower no-shows.
- Scale signals: ModMed press noted deployments across large GI networks (15M+ patients), underscoring enterprise posture.
Pricing & unit economics
- Enterprise/SMB via sales (quote-based).
- ROI levers: lower phone burden, faster response SLAs, no-show reduction, and lead capture via webchat—all of which protect CAC and improve LTV.
Best fit / not fit
- Best for: Practices using ModMed, multi-location groups drowning in calls, clinics wanting webchat → scheduling flows.
- Not ideal for: Teams needing pure API infrastructure (choose Twilio Health), or micro-clinics seeking the lowest published price (OhMD/Spruce may be simpler).
CEO / investor lens
- Fragile: “We keep missing calls; voicemails pile up.”
- Defensible: “We moved to Klara; call-to-text and voicemail transcription centralize threads, no-shows fell.”
- Moat: “Klara threads push to the EHR; webchat captures demand; we report monthly SLAs and rebooking rates to the board.”
Verdict
Klara excels at deflecting phone load into secure messaging and capturing demand via webchat, with especially strong positioning for ModMed practices and growing connectivity elsewhere.
FAQ (Klara)
Does Klara offer call-to-text and voicemail transcription? Yes—both are core features.
Is Klara now part of ModMed? Yes—acquired in Feb 2022.
Does Klara integrate with EHRs? Yes—deep with ModMed EMA; vendor materials cite interfaces with athenahealth, Nextech, and others.
Does Klara support telemedicine? Yes—video visits with virtual waiting room.
