athenaCollector
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Subject Expert
Aaron Gleave
Research Director
Commentary Summary
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User Commentary
I am happy with the tools that athenahealth provides. We can go out and assess whatever issues we...
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There are plenty of opportunities to learn new things that athenahealth has put into place. They...
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athenahealth keeps leaning heavily on their contract's force majeure clause, and it is causing us...
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athenaCollector’s integrations aren't perfect. We pay to get our own data back from the daily feed,...
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We really like the way the system's rules engine scrubs claims. It gives extra time back to billing...
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The list for working on on-hold claims is very available in the system, and it is easy to see at a...
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I like that the system is easily accessible under a patient's account. Users can see what they need...
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There are always little things in the system that I would like to see be improved, but the biggest...
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The quality of support depends on who we get in touch with. athena is very departmentalized.
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The vendor is on the cutting edge of interfaces. We have so many different interfaces. The vendor is...
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The vendor is always putting new features and functionality into the system. We get something new...
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We are big fans of the system. When the vendor does the initial round of collections, they do a...
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The vendor has to be a partner to some extent because they are so integrated. We have regular...
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The product is a Band-Aid in that we need to acquire third-party vendors to fill gaps for things...
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The product is complicated to use. athenahealth updated the product, so there is one screen where we...
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athenahealth has boatloads of training. It is self-initiated training, so we have to choose to sit...
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I can navigate through athenaCollector very easily. It is unique for the management team because...
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We implemented athenaCollector during the COVID-19 crisis. Because of all the restrictions, we had...
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We have great templates in athenaCollector that are flexible, and we can tweak them here and there...
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The training and implementation of the system is total chaos for the first few weeks to a month, but...
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The updates we have had to the system have been very smooth and not disruptive. The online updates...
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The vendor's support teams are really good about being proactive, and our customer service manager...
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athena’s interface team is very strong, but their interface standards are not consistent with...
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For the right organization, athenaCollector can be a good fit, but organizations really need to...
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I really enjoyed working with athena's technical team, but the vendor's overall architecture on...
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When we want to do certain things with athenaCollector, we have to buy the vendor's services to do...
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I swear athena does their releases weekly. They have a very iterative platform.
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We will not be working with athena in the future, but they have been responsive in spite of that.
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The software is great for what it does. It has great learning tools and is very straightforward. The...
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The product’s reporting is horrible because it is very prescriptive, so athena won't let us hit the...
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athenaCollector is athenahealth's sweet spot because they originated in practice management. The...
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The biggest gap for athenaCollector is the payment estimator for the time of service, including...
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The schedule administration, appointment-type management, and template management are complex in...
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athenahealth is proactive in terms of engaging in regulatory changes and keeping an eye on the...
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One of athenahealth's advantages is that lot of their services are included in the normal fee. That...
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athenaCollector is on the expensive side of things, but we get really good RCM work from it. The...
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I would probably buy athenaCollector again. athenahealth does a lot of things well, and I would...
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We regularly evaluate athenaCollector. We have grown significantly, and our default model is to move...
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The biggest downside of athenahealth's systems is that they use a general-practice model. That...
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athenahealth tends to have a lot of pretty ideas, but when and how those ideas actually come through...
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We have done a pretty good job of getting our contract to a point where we aren't nickel-and-dimed...
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The A/R days probably need to be reconfigured. They are set up in a fashion that is a little bit too...
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athena has such a robust billing system. If a claim needs some work, athena will actually do the...
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athenahealth was just purchased by some new private equity firms. I don't know how athenahealth is...
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athena does a nice job of making sure they don't oversell their product. I have never had a sales...
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Because athenaCollector is a web product, system changes take place across athena's network of...
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There are not a lot of à la carte items to purchase for athenaCollector. We get what we get.
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I felt completely betrayed and misled with athenaCollector. We have to manually touch claims much...
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We are having to buy extra products for athenaCollector because of things we didn't know that the...
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The eligibility verification of athenaCollector is far inferior to what we were using before. The...
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We know athenaCollector has the ability to pull in medical records from other systems, like Epic's...
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We haven't received a lot of support from the vendor. We often have to look up CPT codes on the...
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Our initial training was very rushed. During our go-live, the vendor brought in people with no...
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The vendor's upgrades are pretty good. The vendor is able to do upgrades in the background, and our...
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athenahealth outsources their support to an offshore company, but that company's people don't do a...
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athenaCollector's clinical software runs very smoothly and handles documentation very well. However,...
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athena does share things with us from time to time. Right now, I see that they are working on claim...
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Working with athena has been a positive experience. Usually, with our customer success manager, we...
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There are some reports that I would like to see in the system. Those reports might already be in the...
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athenahealth's support people initially give canned answers. We have to dig a little before we can...
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I would give athenahealth a little bit of a low score for their phone and web support because of the...
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athenahealth has done a better job of being proactive in the last couple of years. They are pretty...
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I love athenaCollector's model. The vendor has skin in the game, so the better that we do, the...
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I would like athenahealth to stay in their lane. They do some things very, very well. But when they...
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When we were doing our first evaluation of athenaCollector, the vendor said that it could do pretty...
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If I were sitting down with someone who didn’t know about the product or vendor, I would tell them...
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If we were starting from scratch today, we would evaluate other products. It would be unlikely that...
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From a day-to-day operations standpoint, the vendor keeps their promises. From a long-term...
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The vendor charges for everything. If we have a special report or a change, there is a cost. During...
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The system functions pretty well. There are still a few nagging problems, but they are minor. The...
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Integration and interoperability are where the vendor has shortcomings. The longitudinal record is...
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For day-to-day operations, we never have problems with the vendor's support, but how the vendor's...
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Our day-to-day operations are quite good when we need to deal with the vendor for business problems...
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The vendor has an archaic business model, and if they don’t change that, it could easily cause us to...
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Generally, the system is expensive, and the vendor is not geared to work with organizations like...
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I would tell others the pros and cons of the product. It works well, but we have to put up with some...
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My overall satisfaction with the vendor waffles depending on who I am talking to. I have very high...
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If we were in the same situation that we were in when we bought the product initially, I would buy...
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athena keeps their promises. Like with any large EMR product, there could be little things that...
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athena has committees that work on trying to improve the product's functionality for the clinicians....
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athena gets all of the big things right, but there is little detail work that could be better. For...
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Nothing ever falls off a patient's medication list, and that is an issue. For example, if a patient...
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athenahealth stood out to us because of their connection to one of our other vendors. We decided...
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athenaCollector has a bunch of rule-based engines. Everything is automated in the system. If the...
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athenahealth sold us something that had major shortcomings in terms of its utility for providers and...
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Overall, athenahealth is a pretty good vendor. They sell their customers on a lot of things that...
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The clinical side of athenaCollector works really nicely, and I like a lot of things about it. It...
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athena's implementations are average. I don't know how much of that is due to our local IT people...
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athenaCollector imports results through a fax system, and apparently, there is someone in athena who...
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Compared to other EMRs, I wouldn’t buy athenaCollector again. The reporting is really clunky, and...
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athenahealth is very much a partner. They want to be a partner probably more than we want them to...
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At first, we liked the model of athenahealth taking a percentage of what we collected because they...
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We love the interoperability of athenaCollector. It is easy to add new vendors and facilities for...
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We have had some items that haven't been fixed to our satisfaction. Some of the limitations of the...
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There is definitely some competition out there. I am on the fence about whether we would buy...
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I wish athenaCollector were a bit more user friendly for new folks. The release rollouts are slow.
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athena is very transparent, and the system is user friendly.
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We give athenahealth feedback on where we would like them to improve, but overall, we have been...
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Our account representative is so knowledgeable and willing to help. They are awesome. We are glad...
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We really can't get assistance from the client support center (CSC). The CSC is not usually able to...
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The co-pay collections reports are not the best and are not equipped to handle tertiary plans. We...
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athenaCollector is a solid product and does what it is intended to do. Our claims are processed...
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The reporting from athenaCollector is okay. It generates a generalized list. I would love a...
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athenahealth used to make really good changes on the athenaCollector side, but those have not...
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athenahealth built their company on taking denials on EOBs and putting in rules within the claims...
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I love the claims worklist that athenahealth instituted a few years ago. It works well when we have...
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We call athena and ask for support. There are things that don't work occasionally, but they are...
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When we bring on a new provider or a part-time employee, it can be very expensive to get them...
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athena has two different EMRs that they support. They have the athenaClinicals product, which is...
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Regarding vendor executive involvement, we have to initiate whatever we need. We can occasionally...
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The billing system is great. The turnaround time is good. Claims go out cleanly, and things are...
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The detailed reporting and tracking functionalities work well. The functionality for reminder calls...
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There is a lot that I like about athenaCollector. The rules engine is pretty top notch. It helps...
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athenaCollector doesn't handle rural health clinic payments well.
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We do a specific kind of billing, and athena had to create rules in the system to allow us to send...
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athena schedules regular meetings with us. They make recommendations on what we are doing right or...
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Sometimes it seems like the customer success representative doesn't know exactly what we are saying...
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There has been development on athenaCollector. athenaCollector helps our providers to track MACRA...
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We explained to the vendor how our facility was run, but the big promises weren't kept. When we talk...
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athenahealth's training materials are really good. They have a chat function for their support.
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athenahealth will reach out to whoever we want to integrate with. They have things set up to be able...
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We have a representative who is amazing. I have heard from other athenahealth clients that their...
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Our customer service manager is very good and helpful. We can always count on them to help, but we...
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The vendor's support team is very siloed. There isn't one person who knows all about the product. We...
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We have good involvement from the vendor on the executive level. We have a regular call with the...
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We are getting better outcomes on our A/R because we can transmit data to the vendor. They interpret...
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I love the reporting with athenaCollector. I love the ability to generate real-time reports. The...
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Sometimes the vendor's customer service people are not always helpful. We are seasoned clients, and...
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Some of the postings are not as accurate as they should be. Obviously, that can have a very big...
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We are thrilled with the practice management system. athenaCollector is one piece of a cloud-based...
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athena has a very strong client support team. We have frequent meetings to address any ongoing...
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Once someone is exposed to the APIs and has full control of integrations in the system, those things...
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The process for getting product enhancements is lengthy. athenahealth sends out polls, and we vote...
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athenahealth charges us for different service lines, but they don't charge for upgrades or anything....
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athenahealth's implementations for updates are okay. I don't have trouble with the implementations....
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There are so many executives at athenahealth because of the sheer size of the vendor and because...
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athenaCollector is a cookie-cutter system. Everything in it works one way. That makes it easy to use...
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athenahealth charges us for every little thing. We have a data warehouse feed where we can pull...
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The system's upgrades are pretty seamless. If there is an error or if the vendor realizes that an...
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The vendor's support could definitely be better. I don't know how their support was advertised, but...
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athenahealth should revamp athenaCollector. I realize that part of its billing and collection work...
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When recommending athenaCollector to others, I would let them know to be prepared. The solution...
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athenahealth needs to fix the solution's collections component. We have actually talked about...
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We have one flat price for athenaCollector, so I never have to delve into the invoices that I get. I...
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Sometimes, it takes athenahealth a while to take the ideas that I am looking for and put them into action....
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athenaCollector is doing better. The vendor's biggest problem has been that they are so tied into...
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Overall, our billing team has been able to use athenaCollector to get some really great information....
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The biggest thing that we are struggling with right now is that we have a large percentage of...
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athena does implementations very well. We don’t get much training because we have been on athena's...
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athenaCollector is very stable. It is always available, and it performs the same way all the time....
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athena could improve athenaCollector by having better user interfaces and soliciting more user...
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We had some issues with our patients when they tried to pay on the patient portal. We also had...
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athenahealth’s support people need to be better educated. When we have issues, we just don't feel...
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athenahealth can do better with their product enhancements and get a little more updated with...
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We have experienced a lot more glitches in the last couple of years than we have before. Having the...
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The reconciling process in athenaCollector could be a lot better. We have a hard time reconciling...
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One thing we like about athenaCollector is that the explanation of benefits is attached to the posting....
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We would like the assistance-request process, which athenahealth calls opening a case, to be...
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I could probably think of 50 different things that I wish were different with athenaCollector. I...
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athenahealth is aware that they have some issues and is working on them. athenahealth is doing some...
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Our parent organization is requiring a change to another EMR across the organization, so we will no...
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athenahealth has everything on one version. That is their selling point. There is an ebb and flow in...
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athenahealth has a model of paying as a percentage of collections, so we don't get extra fees unless...
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athenaCollector makes it really easy to see the history of a patient's balance, where it came from,...
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athenaCollector is nicely integrated with the whole athenahealth suite from billing to the office. I...
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I would for sure buy athenaCollector again. I love it because it does so much. I haven't gotten a...
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The vendor doesn’t nickel-and-dime us because I am sure they would tell me up front if there was a charge....
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When the vendor does upgrades, they let us know before the upgrades are done, and that is good. We...
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athenahealth has a lot of training modules, and we have calls with our representative on a regular...
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The vendor is so easy to contact. We can chat with them. I love that aspect the most because when I...
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The only challenge that we have is that the fax management process is not what the vendor said it...
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The vendor's executive involvement actually falls off pretty significantly after implementation.
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There are a few things in athenaCollector that I wish that the vendor would change. We can send the...
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The vendor's price structure gives us a set price. The vendor charges us a percentage of our...
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I don't have any recommendations for the vendor. They stay ahead of things. They look out and see...
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When we have an issue, we can create a case for the vendor's support team. We can also call and get...
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If an organization is looking for software that will do rural health claim billing, then they need...
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The coding program in athenaCollector is extremely cumbersome because it involves passing codes back...
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athenahealth's conversion team didn't spend any time addressing how to prepare for the conversion...
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So far, athenahealth has kept their promises. However, one thing came up recently where we got an...
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athenaCollector is a complex system, but overall, athenahealth's deal was just what we needed...
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The athena products work as athena told us they would, but we have also come to accept the...
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We have regular representatives assigned to us from athena who do a good job. They listen and try to...
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Our athenaCollector product remains largely unchanged since we got it, apart from minor upgrades....
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We have avenues to submit questions and cases to athena, but we do not work with anybody who is...
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We don’t have a lot of follow-up from anyone from athena other than the account representative that...
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There is a lack of training for the tag-on product, which is athenaCommunicator. We have struggled...
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As far as I am concerned, my satisfaction will probably stay the same. Someone else might say...
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Off the top of my head, there isn’t particularly anything that is a driving force. Questions come up...
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athenahealth keeps their promises today. There was a period of time when athenahealth was struggling...
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athena's technology does a dang good job when it comes to patient outcomes. athena is set to be able...
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athena has given us a lot of functionality that they don’t charge us additional fees for.
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The upgrade process with athena is about as good as it is going to get. There have been many...
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Customer service is definitely athena’s biggest downfall. It is bad; it is hard to communicate with...
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If we go to athena conferences or do their Webex meetings, they have their top-level people present.
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athenaCollector is a pricey product, but we can’t do what we do without it, so athena gets their money....
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athena gets out ahead of things before I even know about them. athena holds their own, particularly...
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The issue with the product working as promoted could very well be a training issue. Sometimes we...
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The system is pretty much doing everything that we need it to do. The reports are great. I would...
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I haven’t experienced issues, but my staff has given me feedback about the support. When they have...
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We get what we pay for. We get everything that came in our package. Anything additional is usually...
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athenaCollector does some reporting, but the reporting is certainly not to the level that we would...
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athenaCollector has a good road map. The solution is not there yet, but the vendor is always trying...
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We are left on our own to figure out updates, so I wouldn't rate athenahealth's implementation...
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The vendors that athenahealth works with have high fees. Since we work with athenahealth, we use...
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We recently transitioned over to a new account representative, and so far, things have been...
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We had to escalate some issues that we were having. It took several months of meeting with the...
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One of the worst things that the vendor does is using their online community to try to drive change....
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The vendor sometimes misfiles CMS denials for things like DME, and they don't notify us when they...
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The vendor promised reductions in staff, but that never completely materialized.
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We have had a couple of reevaluations over the course of our relationship with athenahealth. Some of...
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athenahealth is very focused on the quality management and paid-for-performance aspects, so things...
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I do not hear complaints about athenaCollector now, but I used to hear more. In the beginning,...
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Our doctors think that there is a necessary evil in paying for athenahealth to do their billing, and...
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When my friends in the medical field say that they are thinking of athenaCollector, I say that the...
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One ding I hear about athenahealth is their call center. Sometimes there are longer wait times if...
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There are a few annoying things when we have changes to interfaces or integrations. athenahealth...
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athenaCollector does not meet all our needs. There are some gaps in the scheduling efficiency and in...
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Because of our longevity with the product, we often have to educate the vendor’s tier-one support...
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The practice management piece is where athena's problem is.
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athenahealth doesn't nickel-and-dime at all. We get charged a flat rate based on the number of collections....
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We have a problem with the quality of athena's support people. We have a client representative who...
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If athenahealth would work a bit more on their patient portal, that would be nice. For some reason,...
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I would tell others that athenaCollector is one of the better products out there. It is reasonably...
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Overall, the system is good. It isn't perfect, but if there were a perfect system, everyone would be...
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The biggest issue I have with athenahealth is that our account representative changes all the time....
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Our initial training from athenahealth was horrendous. They were not doing any one-on-one, on-site...
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We don't deal with executives from athenahealth very often, but when we do, they usually do a good...
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I asked whether we could leave certain features out to cut down on the price, and that is just not...
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We have struggled to work with athenahealth to update our billing rules correctly. In general, we...
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athenaCollector is weaker than athenaClinicals, but athenaCollector has gotten better. In the last...
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We changed our clinic structure in such a way that we have new billing rules for CMS. We struggled...
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I can definitely see where athenahealth is putting more resources into making athenaCollector more...
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I give athenaCollector high scores. One reason is athenahealth's customer service. Our experience is...
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athenaCollector is a really strong product. athena has been very intentional in building out a smart...
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I rated athenahealth lower on executive involvement because we want a partnership. We would love to...
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athenahealth could specifically work on their ambulatory surgical center software. They don't have...
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The decision to purchase athenaCollector was made at a level above mine. If I had any input, I would...
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The vendor's support is horrible. I have several support cases open, and athenahealth has marked...
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From the provider's perspective, this solution is very intuitive and easy to use. That is what sells...
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If we wanted to add another module, access our database, or write our own reports, the vendor would...
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When we first implemented the solution, some of athenahealth's implementation people didn't seem to...
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After our implementation, I had regular sessions with someone from athenahealth to talk about...
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athenaCollector is crowdsourced to some extent, like in offering up direct addresses. If we are...
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We have a customer satisfaction manager who is very accessible. We can call or email them at any...
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athenahealth is getting better at keeping their promises. Shortly after we went live, it really...
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The training for athenaCollector was a little poorer in the beginning, but it is getting a little...
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The only downside to the athena system is that on occasion, I can't figure out the problem....
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I would absolutely buy the system again. athena listens to their clients, visits every issue, and...
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The athena system checks insurance for eligibility days ahead of time. It notifies us whether the...
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The tool is user friendly. It is very reliable and requires very minimal maintenance. The minimal...
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I am not seeing an upward trend with athenahealth. The support is horrible, and the response time is...
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There are some areas of enhancements that athenahealth is not focused on. I don't feel like the...
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athenaCollector would have a better value if it had a lower price point. Its cost is a constant...
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Our billing department is super happy with athenaCollector. The vendor comes out with updates fairly...
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I have an athenahealth expert who I have to deal with. I communicate with that person...
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athenaCollector is strong because it is cloud based. That makes it stable, and athenahealth takes...
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