customer service representative

customer success manager

software engineer

senior software engineer

customer support representative

TherapyNotes

The gist of it is they hire somewhere around 20-30 people, but only plan to keep 1 or 2 by the end of the 2 week training period, which is a shame because they never tell you this and make it seem you got hired for a permanent position. The hiring process takes over a month as well. 
You are told you are being hired for a customer “success “ team, but in all actuality you perform duties as a medical biller, work for 2 weeks and since Pennsylvania is a state where they can fire you without reason, you are fired. I was “lucky” enough to be one of the few people who were hired on. After I talked to ten employees ( the ones I could find who have been there the longest ) they told me this is the process and this is done over and over again. They keep you separated from the rest of the staff during training because they know 95% won’t actually work there.

The training is set up like like a classroom with different lessons around the day, most don’t help you for what your job is actually going to be, and instead they prepare you for an exam you have to take. Yes an exam, not the actual job. The training is also extremely difficult mentally as you are told that this is the pinnacle of employment and you are lucky to be there. You have to be the right person that they want, or you can leave. Which is strange because we thought that’s what the interview was for. You are yelled at every morning, in our training class we were literally screamed at. It made me very uncomfortable as I have never experienced this in a professional environment. 

I worked a month on the actual floor after I got hired. The job you are preparing for is to sit on the phone and talk to disgruntled therapists who need help with medical billing. A few calls here and there were customer service, but no this is a medical billing job disguised as customer service. I did not sign up for medical billing, nor was I prepared for it in training. I made sure to have a job lined up when I noticed there was only one other person who made it out of training, and let myself get fired as I had no interest working for this company. 

I enjoy working with this company. It is not for everyone though- intense training, some angry callers, pressure to send follow- up emails quickly and take next call. 

Thankfully, I feel I caught onto the software relatively quickly. Thorough training was a huge factor in this, and I was paired with a knowledgeable and kind mentor.

The position does feel rewarding as we are helping individuals solve problems. I enjoy trying to find a solution for them. The people we speak to are definitely more nice than they are rude. I can tell they really love having access to live phone support.

Managers can be condescending at times..not sure if they realize it. That is really the main thing I would like to see change. More positivity and openness to questions, not making something seem like a “dumb question.” This doesn’t happen often, but often enough it’s a bother and affects my energy some days. Overall they are nice people and I would still 100% recommend this company.

Upper management is great. The CEO will eat lunch with the employees and actually have conversations with us! They treat us like real people, not just their employees. Within the first week. I heard him (CEO) constantly testing out which names he remembered as he wanted to know each of us by name.

Sometimes it takes a lot longer than it should to get a resolve on issues from managers or even have them look into it. I don’t think it’s entirely their fault, as the team is growing. Considering another manager position could really help with that. 

Recommend 100%, come join us!!

At first, this company sounds like a dream. Good pay, no cost insurance to the employee, hybrid work schedule, etc…however, after about a month, it becomes clear how dysfunctional this place truly is. My training class had 7 people in it. 3 were fired before training was completed and 1 quit. They rush you through training to move onto the next class since they can’t keep employees and have new training classes about every 6 weeks. You are told how supportive everyone is which couldn’t be farther from the truth. You are berated for asking questions and not checking every possible resource first, while having a person waiting on hold. When you do ask for help, you have to fill out an extensive template which takes even more time then wait for a team leader or manager to even respond. Management tells you it’s “quality over quantity” but there is no balance. People are constantly removed from the support queue resulting in double digit call numbers waiting to be answered for upwards of 40 minutes. You are penalized for pausing after calls to send a follow up email to the caller which must be done after every single call. If you miss or forget to send that email, you are at risk of being fired. The position is salary and you are expected to stay logged into the queue until the minute your shift is done, even if that means leaving way past when you were supposed to. Overtime is not even paid as time and a half. It’s only about $7 more an hour than your normal rate. After about 6 months of constant stress and fear of being fired, I finally quit. I watched double digit numbers of good people lose their jobs. The CEO seems to be a great guy but I find it hard to believe he doesn’t see what goes on there. The customer service management needs a serious overhaul. There is zero job security here. You are disposable.

I started here loving my job. My coworkers were amazing, my team was supportive, and management seemed helpful and open. Over time it became apparent this could not be further from the truth. Management consistently changes their minds on rules at will and half of them are cliquey and catty. Management is often slow to respond to requests for assistance despite guiding us to come to them first instead of coworkers. When hired we were told to ask anyone for help. When you do go to them for help you are berated for not researching every possible detail before asking for help. They then take their time getting an answer while you deal with frustrated customers waiting on hold. Several coworkers have been let go for unclear reasons despite having just finished or still being in training. Management also cannot find a happy balance between wanting thorough detailed followup emails but also wanting little to no downtime betwen calls. With the current staffing it is nearly impossible to do both without pausing between calls on most days. Overall the company desperately needs to overhaul their management team but the work is mostly enjoyable and coworkers are great. I do feel like the CEO has no idea how the low level staff are being treated, or at least I hope he doesn't because he seems to be a genuine and kind person.

The job does entail a vigorous training, but it is taught well by the training team, and the pace does not leave you feeling overwhelmed or burned out. Once the training is completed, you will go through additional monitoring during your work, and the support is provided during this time to ensure you feel confident before going solo, fully. And even when you go solo, help is always available to you. I have grown to learn the culture you notice initially is very real and the company cares about its employees. I feel blessed to be a part of TherapyNotes, and hope to be with this company for the long haul. You do have to apply yourself and the work comes with a level of stress, but what job doesn't? Managment checks in with you to ensure you are not feeling burned out and if you openly communicate your concerns, they are willing to hear you out and offer help when needed. The job is fulfilling and I leave work feeling free of any burdens. The work life balance is also something the company focuses on and ensures that your schedule can fit your needs, if you express one. TherapyNotes is an awesome place to work! 

I didn't know much about the behavioral health field when I came to TherapyNotes and was a bit apprehensive about how that may come into play later on if I took the job. From the start, it was a welcoming environment. Our office is conveniently located with several restaurants, gas stations, and other businesses near-by so it is easy to find food or run errands on your lunch hour.

During my training, I learned a lot. They caught me up to speed on what I needed to know about the individuals who would be calling in for assistance and helped me become somewhat of an expert when it came to the software. I was able to advance pretty quickly from Support to Sales during my first year here. There are a lot of perks to working at TherapyNotes such as awards/incentives based on work performance, themed dress days at the office, paid lunches, office parties/events, end-of-year/Christmas bonus, and so much more. Co-workers are extremely supportive and accepting. Since it is a team environment here everyone just wants to see each other succeed.

TherapyNotes offers great opportunities to move up the ladder. I started in Customer Success and then was offered a position in the Sales department after being recognized for my strong work ethic and being personable with customers. I've since been added to the Enterprise team and have been assigned bigger leads. Keeping track of the revenue I bring to the company is very exciting.

Management does a great job at supporting/listening to employees. If we are ever unsatisfied with something work related, employees can easily convey these concerns to our supervisors. They try their best to make everyone happy.

We are not micro-managed and our work schedule is flexible. We currently have a hybrid system where we can work from home a few days a week. I really hope this policy stays in place.

We constantly have to use our personal phones for 2FA and type codes manually. Wish there was a push notification option stead of security codes by text.

Over my brief time at TherapyNotes I have learned that learning the product takes work and time but I am noticing improvement and knowledge growth at a rapid rate. Everyone has been very inviting, including building you up when things get stressful. The culture is fully inclusive and has allowed me to be the best version of myself. TherapyNotes also stimulates a team environment where other staff members are almost always available to help you solve any issues you may need help with. Our CEO makes time to really get to know the staff which has made me excited to work here because it shows he cares. Also being able to help providers and see the impact TN has had on them and their business has been gratifying. 


Beware of heavy micromanagement and they expect you to stay logged in until the minute your shift is over and they don’t care if you stay 30 min+ late because of a late call. The inconsistent schedules, the constant monitoring and scolding from managers and leads, plus rude customers just aren’t worth it. They preach you’re not just a number here but in reality, you are disposable to them and people are fired and quit frequently. There’s new training classes almost every month and out of a group of 10, only 3 will be left after training is done and gone solo. I recently finished training and am now solo and I see more and more dysfunction every day. Wish I’d passed on this job and kept looking for a better place to work, trying to get out now.

I have been employed with TherapyNotes for 3 years and have worked in customer support/call centers for over 15 years and hands down, this is the absolute best work environment.  The CEO makes it his personal business to take each new employee out to lunch (pre-pandemic) for a "eat and greet." There are yearly surveys  provided for employee feedback which he takes time to read every last one. Management is supportive, flexible, reachable, and readily available to assist with any needs, personal issues included.  Training is provided and you are also assigned a mentor to assist you after training until you are comfortable.  The office space is beautiful, spacious, and clean.  There are yearly raises, bonuses, and other incentives.  On top of all that TherapyNotes is family oriented and everyone is treated as such.

Top Job Titles	Average Salary
Customer service representative 10 salaries reported	$49,500 per year
Customer success manager 15 salaries reported	$46,133 per year
Software engineer 1 salary reported	$90,000 per year
Senior software engineer 5 salaries reported	$123,800 per year
Customer support representative 3 salaries reported	$50,000 per year

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