athenaCollector
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Chris Clune
Research Director
KLAS Research Director - Chris Clune
 
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User Commentary

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COO

Product, Value

athenahealth is supposed to keep up on changing rules, and there have been a couple that have...

Sep 2023
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COO

Value

The product is not cheap, and athenahealth does charge us quite a bit for extra things.

Sep 2023
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COO

Product

There is some missing functionality in athenaCollector. The problem is that we have no control over...

Sep 2023
||
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COO

Product

I like that everything is clean and very automated within the product. Things go out, come back, and...

Sep 2023
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COO

Product

Some improvements I would like to see would be to be able to build more front-end scrubs so that the...

Sep 2023
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Manager

Loyalty, Product

athenahealth’s product is a total integrated practice management solution. That is nice for us. As...

Sep 2023
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Manager

Operations, Product

There is a lot of granularity to athenaCollector. I get that because of how the vendor started out...

Sep 2023
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Manager

Relationship, Operations

I would like to see the team from athenahealth trained a little better. I feel like they are a bit...

Sep 2023
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Manager

Product

athenaCollector is user friendly for end users. It is the layout that makes it user friendly. We...

Sep 2023
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Manager

Relationship, Product

Sometimes we cannot balance things because there are times that the numbers just don’t match up in...

Sep 2023
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Manager

Product

It would be nice if athenaCollector could be a bit more customizable and could have more...

Sep 2023
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Manager

Product

athenaCollector is not very intuitive, and the product is cumbersome. It is just hard to work with athenahealth....

Sep 2023
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Manager

Relationship, Product

When the interface is down, a lot of times, we don't get any notification from athenahealth. We have...

Sep 2023
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CEO/President

Operations

The workflow in athenaCollector is very clean, and even a CEO can figure out how to use...

Aug 2023
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CEO/President

Value

Overall, athenaCollector is just a much easier system to use in a lot of ways. The product is very...

Aug 2023
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CFO

Value

As athenahealth has gone through a few private equity companies, the services have deteriorated...

Aug 2023
||
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CEO/President

Product

I like the fundamental integration of the athenaCollector product. The integration includes a lot of...

Aug 2023
||
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CEO/President

Product

athenahealth has started a process to automate OCR for things like ID cards and identifying the...

Aug 2023
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VP/Other Executive

Operations

athenahealth has a very well-developed training program. They have web-based training as well as...

Aug 2023
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VP/Other Executive

Relationship

We meet with our athenahealth account manager regularly, and we get a lot of information from them....

Aug 2023
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Manager

Operations, Product

athena always throws something little in athenaCollector during their regular upgrades. The things...

Jul 2023
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Manager

Product, Value

athenaCollector does some good because it makes us aware of things about payers that we may not be...

Jul 2023
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Manager

Operations

athena has overcome a lot with athenaCollections and processing claims. They lost a lot of people,...

Jul 2023
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Physician

Value

athenahealth takes a percentage of everything we do. They historically have not nickel-and-dimed us....

Jul 2023
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VP/Other Executive

Culture, Value

athenaCollector is very pricey, and I am not very pleased with athenahealth's pricing. They are...

Jul 2023
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VP/Other Executive

Relationship

I get frustrated sometimes with athenahealth’s online support team not really resolving issues the...

Jul 2023
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VP/Other Executive

Relationship

For the most part, athenahealth doesn’t claim to do something they are not going to do. They will...

Jul 2023
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Director

Product

athenaCollector is an easy system for the staff to use. The system is very clear and concise as to...

Jul 2023
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Director

Relationship, Value

athenahealth's product is not catered to our facility type, so we have had ongoing issues...

Jul 2023
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VP/Other Executive

Relationship, Product

athenaCollector’s strength is that it is user friendly for our providers as well as our staff....

Jul 2023
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Director

Culture, Relationship, Product

The salespeople said they could do interoperability between athenaCollector and our EMR, but they...

Jun 2023
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Director

Relationship

athenahealth does a good job of alerting people to what is coming up, but it seems like whenever...

Jun 2023
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Director

Product, Value

athenaCollector is pretty straightforward, so that is nice. It is clean, and it is pretty obvious...

Jun 2023
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Manager

Operations, Product

For upgrades, athenahealth gives templates with information, updates, videos, and demos well ahead...

Jun 2023
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Manager

Relationship

There are times when something happens without athenahealth informing me, but once I call the vendor...

Jun 2023
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Director

Product

We would like a credentialing process within the system so that we can say what doctors are allowed...

Jun 2023
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Director

Product

The product could be improved if the vendor created some steps on the front end to prevent denials...

Jun 2023
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Director

Product

When a patient sees a provider for the first time, we have to go in and create a new CPT code....

Jun 2023
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Director

Culture

The vendor does a good job with balanced budget agreement billing. They can create a claim for the...

Jun 2023
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Director

Relationship

I like the fact that the vendor posts on their to-do quickly. They can get items done quickly, and...

Jun 2023
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Director

Product, Value

We have patients that have Medicare, and Medicare payments come on a card. Those payments take a bit...

Jun 2023
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COO

Relationship

athenahealth does a good job of keeping up with insurance shenanigans. athenahealth does a good job...

May 2023
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COO

Product, Value

I would recommend more frequent quality assurance checks on payment posting validity. Over the last...

May 2023
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Analyst/Coordinator

Relationship

When we have any type of issue with athenaCollector, we can create a case through the vendor’s help...

May 2023
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Analyst/Coordinator

Product

I have worked with other systems that have been more difficult and less user friendly, so I would...

May 2023
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Analyst/Coordinator

Relationship, Operations

Sometimes athenahealth helps us with things, and we have to undo what the vendor does. Our...

May 2023
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Analyst/Coordinator

Culture, Product, Value

athenahealth sells athenaCollector as a very transparent, reportable product, and their reporting...

May 2023
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Analyst/Coordinator

Loyalty, Relationship, Product

There are certain interfaces we hold that athenahealth’s team has worked very well with us on...

May 2023
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Analyst/Coordinator

Relationship, Product

athenahealth is offering claims working services that aren't really working for us, and we find they...

May 2023
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Manager

Product

We have a problem with athenaCollector. Patients are getting bills that they shouldn't be getting,...

May 2023
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Director

Product

The system's patient portal and app all need work. They are very outdated. With the system, we have...

May 2023
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Director

Product, Value

athenaCollector is very different than what we have internally. We have had to pull back a lot on...

May 2023
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Director

Loyalty, Product

The vendor is improving their scheduling capabilities and the way their system looks internally. We...

May 2023
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VP/Other Executive

Loyalty, Relationship, Operations

athenaCollector truly is a cloud service, so we are beholden to the vendor's schedule, but they give...

Apr 2023
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VP/Other Executive

Relationship

If I were talking to a peer about athenaCollector, I would tell them it is an excellent product. The...

Apr 2023
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VP/Other Executive

Loyalty, Relationship

I have been able to talk to an executive about some potential improvements, and I have found them to...

Apr 2023
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Manager

Relationship

Supposedly, athena does a lot of the work for us, but I am not sure they always do it very well....

Apr 2023
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Analyst/Coordinator

Operations

Previously, the vendor’s training was lacking, but they are trying to revamp it to make it more user...

Apr 2023
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Analyst/Coordinator

Relationship, Product

athenaCollector is getting better. The issues with staffing and COVID-19 hurt us a lot and put us...

Apr 2023
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Analyst/Coordinator

Product

Our staff has to do a lot of claim holds, so our staff has to input a lot of rules, and there ends...

Apr 2023
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VP/Other Executive

Loyalty, Loyalty

athenaCollector is one of the worst revenue cycle management platforms out there, but there are...

Apr 2023
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VP/Other Executive

Relationship, Relationship, Operations, Operations, Product, Product

The system has downtime, and athenahealth is inconsistent when it comes to applying updates....

Apr 2023
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VP/Other Executive

Relationship, Relationship

athenahealth's people aren't empowered enough to deliver on some things. They are siloed and...

Apr 2023
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VP/Other Executive

Product, Product

athenaCollector's anesthesia functions are horrible. They are an afterthought. We also had to build...

Apr 2023
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VP/Other Executive

Culture, Culture, Value, Value

athenahealth's business model is to charge for every single thing, and they are always looking for...

Apr 2023
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VP/Other Executive

Relationship, Relationship, Operations, Operations

Due to the vendor's web services, the vendor has been very good with integration. The one thing that...

Apr 2023
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Analyst/Coordinator

Product, Value

I like that we can build rules into the claims to try to support less manual labor from our billing...

Mar 2023
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Analyst/Coordinator

Product

It can be kind of an intricate process to build rules, and because athenahealth takes on some...

Mar 2023
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COO

Relationship, Product

athenaCollector meets our needs, but the vendor needs to do a better job of helping small group...

Mar 2023
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Manager

Relationship

When I have an issue, I have a lot of trouble getting to the right person and getting my issue...

Mar 2023
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Manager

Product, Value

Sometimes athena doesn't allow us enough time to apply a credit to an account a patient paid before...

Mar 2023
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Manager

Culture, Value

I would like for athena to improve the ease of paying a bill for an elderly patient. If athena is...

Mar 2023
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Manager

Product

The platform is cumbersome. It is hard to go in and fix something because we have to understand all...

Feb 2023
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Manager

Operations

The implementation of the platform was a nightmare. The trainers that came to our office were very...

Feb 2023
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Manager

Product

The process of doing the billing and putting in the codes needs to be easier. The processes are hard...

Feb 2023
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Manager

Relationship, Product

I wish there were another line for the management of the platform. I understand that the COVID-19...

Feb 2023
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Manager

Culture, Relationship, Operations

athenahealth is very good about telling us when they are going to update things. Unless we call in,...

Feb 2023
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Manager

Relationship

athenaCollector is awful. It is difficult to get help on a regular basis. When we start a case with...

Feb 2023
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Director

Product

The best thing about athenaCollector is that we can be on the clinical side and look at the...

Jan 2023
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Director

Product

The only thing that I have struggled with in this tool is integration with our hospital software,...

Jan 2023
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CEO/President

Product

One of the issues that athenaCollector has is that it doesn't do injury cases very well on the RCM...

Jan 2023
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CEO/President

Product

I think a lot of people take this system for granted; it is pretty robust. It is more robust than...

Jan 2023
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CEO/President

Relationship

The athenaCollector side is a mess. The vendor says they are doing things for us to take the...

Jan 2023
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CEO/President

Relationship, Value

We have had an issue with payments getting posted. The vendor knows this, and they are in the...

Jan 2023
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CEO/President

Loyalty

I am hoping that the vendor addresses and fixes the errors and that the platform works much better....

Jan 2023
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CEO/President

Operations

The vendor has not done any recent training for us. We have asked athenahealth to come out and train...

Jan 2023
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CEO/President

Loyalty, Relationship

athenahealth has a good vision of where they want to go, and the things that they put out are the...

Jan 2023
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Director

Product

I would like it if the vendor could improve their refund process. That process is very manual right...

Jan 2023
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Director

Operations

athenahealth's training has gotten better. We haven't had all of our people take advantage of the...

Jan 2023
||
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Director

Relationship

The vendor provides us with people who are empowered to help us, but that might be because we scream...

Jan 2023
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Director

Product

I like athenaCollector's rules engine, and its reporting options are phenomenal. Those are my...

Jan 2023
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Manager

Product

athenaCollector's reporting is robust. There are a few difficult things in working the claims, and...

Jan 2023
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Manager

Product

We like the scheduling feature in the program. The rules are different for in-house scheduling than...

Jan 2023
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Manager

Relationship

The product had a hiccup, and there was immediate communication. There was follow-up communication,...

Jan 2023
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Director

Culture, Product

athenaCollector works pretty much as the vendor tells us it will. Our staff feels like...

Dec 2022
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Director

Value

athenahealth doesn’t charge us unexpectedly. When there is a cost, they tell us, but some of the...

Dec 2022
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Director

Relationship, Operations

When athenahealth implements something, they email us, but they are not doing much of anything with...

Dec 2022
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VP/Other Executive

Product

athenahealth needs to work on interfacing athenaCollector with general ledgers because they...

Dec 2022
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CIO

Culture, Relationship

Coming out of the COVID-19 pandemic, athenahealth had several significant service backlogs on...

Dec 2022
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CIO

Product

Despite some service issues, the vendor’s collections and economic side are good. I like the...

Dec 2022
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CIO

Relationship

The vendor’s customer service team is good. We get dedicated people and good, dedicated service.

Dec 2022
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CIO

Relationship, Product

The vendor needs to build better clinical decision support and handle specialties better. The vendor...

Dec 2022
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CEO/President

Operations, Product

I like the ease of use within athenaCollector. The product has an intuitive workflow compared to...

Dec 2022
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CEO/President

Relationship, Product

The integrations athenaCollector has with the EMR portal and third-party applications are the best...

Dec 2022
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CEO/President

Loyalty, Product

The most important thing we want from athenahealth is two-factor authentication that is compliant...

Dec 2022
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CEO/President

Relationship

athenahealth needs to work on getting their response times back to what they were before the...

Dec 2022
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VP/Other Executive

Culture, Relationship, Product

athenaCollector works the way the vendor said it would. Our problem is more with trying to...

Dec 2022
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VP/Other Executive

Relationship, Product

We like the speed with which athenaCollector posts things without making a tremendous number of...

Dec 2022
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VP/Other Executive

Relationship, Product

athenaCollector is good at working through our cases over the phone or by submitting a case to fix...

Dec 2022
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VP/Other Executive

Relationship, Product

athenaCollector could do a better job of notifying clients of things that cannot be done through the...

Dec 2022
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CIO

Relationship

The vendor’s executives give us their names. I don’t normally see them taking any action that does...

Dec 2022
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CIO

Relationship

The vendor encourages certain metrics for us that typically people wouldn’t be looking for.

Dec 2022
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CIO

Relationship

Our athenaCollector experts are not as skilled as they should be. If we had a more skilled person...

Dec 2022
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CIO

Operations

There wasn’t sufficient follow-up after initial training, and the vendor’s virtual training was less...

Dec 2022
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CIO

Operations

The vendor is excellent with their training support. They create PowerPoint presentations that we...

Dec 2022
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CIO

Relationship

We have a customer success manager who is responsible for meeting with us. They meet with us...

Dec 2022
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CIO

Operations

One of the things that athenahealth advertises all the time is that they will do coaching for us,...

Dec 2022
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COO

Product

There are benefits to using athenaCollector, and we certainly hope the vendor gets their act...

Dec 2022
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COO

Operations

The vendor has revamped all of their training, and that training is actually quite good.

Nov 2022
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COO

Relationship

We have a really good relationship with athenahealth, and a lot of that is because of our...

Nov 2022
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Manager

Loyalty, Product

We are implementing a digital check-in solution that actually integrates with athenaCollector....

Nov 2022
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Manager

Product

Our problem with athenaCollector is really that we have had it for too long, so we have some old...

Nov 2022
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Director

Product

I like the revenue cycle processing functionality. I also like the rules athenahealth puts in place...

Nov 2022
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(0)
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Director

Operations, Product

The system's ease of use is really good, but some things aren't intuitive.

Nov 2022
||
(0)
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Director

Product

I would like the customer billing piece to be improved. It is limited. If there is a balance due and...

Nov 2022
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Director

Value

athenahealth isn’t charging for every little thing. I put in suggestions, and the vendor either...

Nov 2022
||
(0)
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Director

Product

athenahealth has been delivering new technology that meets our needs. Ironically, the new technology...

Nov 2022
||
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Manager

Product

We are very happy with the reporting functionality in athenaCollector and with the work that...

Nov 2022
||
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Manager

Operations, Product

athenaCollector is pretty much a self-service software system, and it is not bad. The product has a...

Nov 2022
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Manager

Relationship

We worked through some posting issues with the program, but those issues caused big headaches for a...

Nov 2022
||
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Manager

Relationship

We have a new customer service manager, and that person seems very responsive. We have had customer...

Nov 2022
||
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CEO/President

Product, Value

athenahealth does not have the manpower to complete the processes they need to in order to be...

Nov 2022
||
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CEO/President

Culture

When we purchased the system, athenahealth said they were going to upgrade the scheduling system,...

Nov 2022
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CEO/President

Relationship

athenahealth provides resources to help us, but we must find where those resources are. Unless we...

Nov 2022
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CEO/President

Relationship, Product

If athenahealth does what they are supposed to, then athenaCollector is very helpful. It is great...

Nov 2022
||
(0)
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Director

Product

I like the product's ease of use and our ability to see what is going on behind the scenes. I can...

Nov 2022
||
(0)
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Director

Operations

athenahealth delivers new technology on a regular basis. athenahealth manages the software in their...

Nov 2022
||
(0)
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Director

Relationship

athenahealth has good support people who are responsive. If I have an open ticket, they don't let it...

Nov 2022
||
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Director

Relationship

We have an assigned representative that works with us on a regular basis. We have frequent calls...

Nov 2022
||
(0)
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Director

Culture, Value

athenahealth is overcharging us. They take a percentage of what we collect, and we are always trying...

Nov 2022
||
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Manager

Product

athenaCollector gives us the ability to get electronic eligibility and do electronic medication overrides....

Nov 2022
||
(0)
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VP/Other Executive

Value

I don’t have any intention to continue with athena. We have seen a significant decline in...

Oct 2022
||
(0)
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VP/Other Executive

Product

The vendor provides pretty robust labor on the back end, and they post payments. They work on...

Oct 2022
||
(0)
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VP/Other Executive

Relationship

I have open tickets with the vendor that haven’t been resolved for months, and those tickets are for...

Oct 2022
||
(0)
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VP/Other Executive

Value

The product’s previous state is a great option, especially for small to midsized groups. I don’t...

Oct 2022
||
(0)
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Director

Product

We had a rough transition with athenahealth’s product, but then we reached our stride, and we have...

Oct 2022
||
(0)
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Director

Relationship

Our AR days are at a very good level, so we are happy with the product. athenahealth experienced...

Oct 2022
||
(0)
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Director

Loyalty, Relationship

athenahealth thought they were making some strides, but we didn't see any changes. We have seen some...

Oct 2022
||
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Director

Relationship

Without a doubt, athenahealth waited too long to identify their backlog and create a plan of action....

Oct 2022
||
(0)
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Director

Culture, Relationship

athenahealth has made promises that they have not kept. I do not think they always know the scope of...

Oct 2022
||
(0)
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Director

Relationship

When we brought up our concerns about promises athenahealth has not kept, they worked with us in...

Oct 2022
||
(0)
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Director

Culture, Value

Our invoices with athenahealth are very standard; we do not have a lot of nickel-and-diming from the...

Oct 2022
||
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Director

Relationship

One of the things we should have looked at differently is athenahealth’s service metrics on manual...

Oct 2022
||
(0)
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CEO/President

Product, Value

athenaCollector is not really my area, but I know that as far as credentialing with providers goes,...

Oct 2022
||
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CFO

Value

We have a large, complex group. Our implementations are pretty consistent, but we end up having to...

Oct 2022
||
(0)
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CFO

Culture, Product

I think that there are things that athenahealth could improve on, but for what the product does, it...

Oct 2022
||
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CFO

Product

If the system has an Achilles heel, it is its integration. The product struggles to integrate with...

Oct 2022
||
(0)
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CFO

Loyalty, Product

As we push toward value-based care, there is a lot of the system that doesn't work really well. I...

Oct 2022
||
(0)
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CFO

Relationship

I have zero problems working with people at athenahealth who are empowered to help me solve my...

Oct 2022
||
(0)
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Director

Relationship, Operations

The level of support we get depends on the time of day that we call. We have to call first thing in...

Oct 2022
||
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Director

Relationship, Value

Some of the issues that we are having started a while back, and I have many claims that I can't bill...

Oct 2022
||
(0)
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Director

Product

One of the issues that we have had is with trying to get some new labs integrated within...

Oct 2022
||
(0)
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Director

Product

There are some things that athenahealth updates well to make the system function better and more...

Oct 2022
||
(0)
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Director

Relationship, Product

There are things that are very frustrating about athenaCollector. Some of the vendor’s reporting...

Oct 2022
||
(0)
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Director

Product

I would buy athenaCollector again because I really don’t like our current EHR system. But there...

Oct 2022
||
(0)
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Director

Value

Sometimes athenahealth is very good, and things are included. Sometimes there are reports that need...

Oct 2022
||
(0)
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