athenaCollector Commentary
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Subject Expert
Eder Lagemann
Research Director
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User Commentary
Relationship
When we contact athenahealth, we get somebody offshore on the first and second lines of support. The...
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Loyalty
I would not choose athenaCollector again. The issue is the back end. What we do with the solution is...
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Product
The markets with smaller populations are vastly underserved in athenahealth's model. athenahealth's...
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Relationship
athenahealth has a prompt turnaround time. They will address situations in a timely manner and come...
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Relationship
athenahealth’s support team is usually pretty quick, but sometimes the responses they give are not...
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Product
There are pieces of athenaCollector that don’t work quite how I would like them to. Those workflow...
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Relationship
We are very engaged with athenahealth, all the way to the CEO level.
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Product
When an organization uses multiple offerings from athenahealth, there is a consolidation of various...
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Loyalty, Product
athenahealth has continued developing athena Collector. They stalled out for a while, but now they...
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Product
From our revenue cycle team members' perspective, athenahealth is already developing some of their...
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Product
We use a third-party solution for electronic billing statements because athenaCollector’s...
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Relationship, Product
athenahealth doesn't quickly meet requests for changes to athenaCollector. It is not that things are...
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Relationship
We have our athenahealth customer success manager, and they are a great asset. We meet with them...
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Product
athenaCollector's reporting is very robust, so for our revenue cycle management piece, we get a lot...
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Relationship
athenahealth’s customer service is good. Anytime I call with a ticket, the agents work with me and...
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Relationship
A lot of things with athenaCollector are self-taught, but in the last upgrade, the vendor held more...
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Product, Value
athenaCollector does our payment posting, and they don't always review the EOB and put things into...
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Value
I like athenaCollector's efficiency, especially in payment posting and cash flow. The system helps...
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Value
athenahealth has a lot of add-on services, but I don’t think the prices are unfair or too high....
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Value
The specific and tangible benefits our organization has seen from using multiple athenahealth...
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Operations
athenahealth provides extensive written education with their upgrades, and the training overall is...
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Product
athenahealth has done a good job with us with their insights dashboard. It provides us with some...
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Product
athenaCollector is a little more complicated, and it isn't as easy to use as the EHR. Sometimes we...
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Relationship
athenahealth’s support people have good intentions, but they don’t always solve the problem; they...
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Product
I would like to have a better view of the claim, regardless of where it is in the process. In other...
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Relationship, Value
I would stay with athenahealth because most other sites in our organization have solutions from...
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Loyalty
We are looking at EHRs that fit our business goals and at what will be the most efficient for our...
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Relationship
We always have issues with the vendor's support. That seems to be a big pain point for us at times...
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Operations
We seem to be doing well with athenaCollector. athenahealth has definitely made some improvements....
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Loyalty
The benefit of using multiple solutions from one vendor is that things are within the platform if...
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Relationship
The frontline support is poor. We have to regularly have our representative escalate tickets and...
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Operations, Product
athenahealth does regular upgrades, and with a recent upgrade, they didn’t do enough testing, and...
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Relationship
We have regular calls with our athenahealth representative, and we present all our gripes to them....
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Operations
athenahealth has a very good onboarding process with good training, but I wish it were more...
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Value
athenahealth occasionally comes up with unexpected costs for different integrations that they have....
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Product
By using multiple solutions from athenahealth, our organization can be more consistent throughout...
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Product
athenahealth is always working on future things, and that is nice. They have already implemented...
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Relationship
A lot of times, when we report a problem, athenahealth will generally announce that there is an...
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Culture, Relationship, Product
Some things in the solution don't work quite as promised, and we have to scramble on our side to...
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Relationship
athenahealth is still not quite where they could be. The vendor isn't great at resolving concerns in...
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Operations
There is no additional ongoing training for athenaCollector. With athenahealth, it is hard to get in...
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Product
When we use multiple athenahealth products, we like that everything is integrated and works together...
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Relationship
I definitely haven't heard any negative comments about athenaCollector. athenahealth really tries to...
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Loyalty, Product
There is always room for improvement with athenaCollector's functionality. There are certain things...
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Product
athenaCollector integrates well with external sources.
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Relationship
We have access to everyone at athenahealth, from support staff to the president. If someone needs to...
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Product
athenaCollector works for both new and experienced staff members. It guides users by pointing out...
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Relationship, Product
athenaCollector does payment posting poorly. I would focus on what other companies offer for payment...
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Product
athenaCollector rolled out a new page last year. I find it too busy and not organized in a way that...
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Operations
athenaCollector’s training relies on modules. They give us the basics, but we figure out the tricks...
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Product
The functionality within athenaCollector is impressive. athenaCollector’s custom rules engine is...
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Relationship, Operations
athenahealth does good releases, and they provide information ahead of time. If we have questions,...
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Culture, Product
If the industry could pick up the payers' claim numbers, that would be very helpful. I spend weeks...
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Product
When we got athenaCollector, it seemed complete, but there were many gaps. Some things drop into...
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Product, Value
We have seen value come back from athenaCollector in our ability to scale it. When we went live on...
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Loyalty, Relationship, Product
athenahealth's road map looks good. athenahealth is just starting to use some AI to reduce burdens...
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Product
athenaCollector is integrated. The main benefit of using it is that we can use the same system to...
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Operations
We have had some interesting times with athenahealth. At one point, an implementation we did with...
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Loyalty, Product
Coming from our previous system many years ago, athenahealth's products are a one-stop shop. We used...
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Loyalty, Value
Unfortunately, athenaCollector is in our long-term plans. On a day-to-day basis, the software is...
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Relationship, Value
We have been working with virtual credit cards for years now, and the vendor was supposed to be able...
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Relationship, Operations
athenahealth did really well with handling the Change Healthcare crisis because a lot of other...
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Operations
The implementation with athenahealth was hard. The vendor just doesn't have any support right now....
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Loyalty, Relationship, Product
athenahealth does well with integration. We have several comanagement agreements, and we have to do...
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Culture
In terms of whether I would recommend athenahealth, I would tell others the pros and cons. I would...
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Operations, Value
One plus about athenahealth is that we are not getting nickel-and-dimed. athenaCollector is very...
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Loyalty, Product
athenaCollector has a lot of AI things already embedded into it. We use the system's ambient AI...
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Relationship, Operations, Product
One thing athenahealth does really well is that when they make an update, they provide both images...
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Product, Value
The benefit to using one EHR vendor for everything is continuity. Trying to keep everything in...
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Product, Value
We would buy athenaCollector again. It works seamlessly with our clinical product. We can use our...
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Value
We didn't have an option for self-check-in through athenaCollector, so we used one of their...
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Product
The system helps with payment collection by posting remittance advice codes that come back. It even...
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Loyalty, Relationship
athenahealth does a very good job of keeping us up-to-date on all of the new things that are coming...
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Relationship
athenahealth needs to have more direct contact with us so that they aren't leaving support cases out...
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Loyalty, Product, Value
A specific and tangible benefit that our organization has realized by using multiple solutions has...
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Product, Value
athenaCollector is easy. Whenever we can leverage an athenahealth tool or product, it keeps...
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Relationship, Product
athenahealth is trying to deliver new technology that meets our needs, but it is just not there yet....
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Relationship
athenahealth doesn't promise things. They literally start conversations by saying they can't promise...
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Operations
I don't get a lot of training. It is very self-directed by the client. We train athenahealth sometimes....
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Relationship
athenahealth’s support is better than it used to be. With the people we deal with, we do get help.
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Value
Looking at everything that is out there that we have used in the past for prior life experiences,...
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Loyalty, Product
We have expanded some of the partnerships and our interface with athenahealth. We have started to...
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Culture, Value
athenahealth does not avoid charging for every little thing. They are very good at charging. There...
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Product, Value
athenahealth benefits us by being connected in Washington DC, building out the product for the...
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Product
Some people will complain that the percentage is a little too high for athenaCollector. People have...
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Relationship, Operations
We recently experienced some good involvement with athenahealth’s executive leadership. We were just...
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Loyalty
I don't believe athenahealth has AI solutions on their road map. We are looking at outside vendors...
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Relationship
I have regular meetings with our athenahealth representative, who follows up on things fairly well....
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Culture, Loyalty, Relationship, Product
athenahealth's system is like an iPhone; it comes through with basic stuff, but to get it to do what...
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Relationship, Operations
For current upgrades, athenahealth releases notes and lets us know over and over again when our next...
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Culture
There were things that athenahealth promised us at the go-live that they knew were technology gaps....
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Product
There are a lot of different things in athenaCollector where I think the vendor had good intentions,...
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Loyalty
I do think athenahealth is paying attention to some of the negative things now where they hadn’t...
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Relationship
In the system, if there is an issue that we can't fix on our own or that we need help with, we open...
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Product
It is smoother to use multiple products from athenahealth. It is smoother to go between the...
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Operations
When we went live some time ago, we were extremely dissatisfied with the implementation....
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Relationship
athenahealth is really good about solving things. They have a lot of people on their support team....
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Product
I have used other applications where users have to click a hundred times to get to where they need...
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Loyalty, Value
The overall thing I would tell someone about my experience with athenahealth is that I am very...
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Loyalty, Relationship, Product
There are a couple of areas where athenaCollector doesn’t meet our needs, but they are things that...
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Culture, Value
athenahealth has avoided charging for every little thing. They have done some things that were...
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Loyalty, Relationship, Product
This was only an issue at the start, but athenahealth took over our payment posting. If an...
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Relationship
athenahealth’s support people are pretty good. When we have a problem, they quickly escalate the...
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Product
On the billing end, the benefit of using multiple solutions from athenahealth is the way information...
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Operations
Our implementation of athenaCollector was amazing. We might have been lucky. athenahealth uses a lot...
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Loyalty, Product
Surprisingly, my experience with athenahealth has been mostly positive. If someone were coming from...
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Loyalty, Product
We intentionally selected athenahealth mainly because of our history with them, as well as...
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Loyalty, Product
We have had to use best-in-breed marketplace vendors whose solutions will integrate back to...
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Loyalty, Relationship
athenahealth certainly has a vision. I see a product road map every six months between customer...
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Relationship
athenahealth's support is slow.
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Relationship
We get a lot of attention from the C-suite because we are not very happy and because we have been...
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Operations, Product
athenaCollector is a good product. It is in a steady state. It is easy to go live with and train on.
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Relationship, Value
I would buy athenaCollector again. For many years, athenahealth was very responsive to our needs....
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Product
athenaCollector could have better integrations with insurance companies and more nuanced information...
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Product
I would like to see athenahealth make a few canned reports in athenaCollector a little more...
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Product
I like that athenaCollector is integrated with our clinical side. Our staff members and providers...
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Relationship
athenahealth has been pretty good about delivering new technology. I don't believe any vendor keeps...
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Culture, Value
I would purchase athenaCollector again in the future because of the trust I have with the vendor....
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Culture, Relationship
athenahealth could improve by having more knowledgeable salespeople. We have a lot of product...
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Culture, Product
athenahealth has a conflict of interest when it comes to athenaCollector. Users can buy...
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Product
It is easy to schedule, bill, monitor, recall, and collect payments.
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Product
I find athenahealth's new scheduling program a little hard to work. It isn't as flexible, and it...
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Relationship
We can put in a ticket with the vendor, but the first person we talk to doesn’t always understand....
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Relationship
I think the vendor is always sending out stuff telling us when things are down and what we need to...
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Value
When it comes to tangible outcomes that the solution has helped us achieve, we don't have a lot of...
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Product, Value
I manage all our systems. It is great to have one system that can do multiple tasks. With...
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Product, Value
I can't think of any cons to athenaCollector that aren't also cons to all systems. The pros of...
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Culture, Relationship
athenahealth is not proactive at all. They are reactive. If there is an issue or if something isn't...
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Product
athenaCollector integrates with our credit card companies and our front desk processes.
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Product
athenaCollector is an organizational tool. The reporting and things of that nature for all the...
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Operations
For training, athenahealth will send us a PowerPoint production. There is no other training. And 10...
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Relationship
athenahealth doesn’t support us at all. We don't get any answers from them. They don't work hard to...
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Operations, Product
I'm pretty capable in athenaCollector in terms of looking through and trying to figure out where to...
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Product
We had some issues with athenaCollector and the clearinghouse. I had to fill out the necessary...
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Culture, Value
athenahealth is not supposed to charge us for certain things, but they do. If things go through...
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Loyalty, Operations, Product
I am trying to implement a new feature for family billing, but to do so, I must make a formal help...
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Relationship, Product
We have meetings with athenahealth. I feel like we bring a lot to the table. athenahealth focuses on...
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Operations
athenahealth provides documentation of upcoming training sessions, and they don't even use a...
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Relationship, Product
athenaCollector is nice. Our rates are pretty decent. I would definitely recommend athenaCollector....
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Relationship
athenahealth is responsive, but I wouldn't necessarily say that their responses are effective. They...
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Product
athenahealth is having difficulty modernizing their payment-posting methodologies. I don't think...
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Product, Value
We have to have so many third-party vendors for things like a more robust scheduling platform and an...
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Loyalty
I think athenaCollector is going to be better in the near future. I think the AI tools are going to...
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Relationship
athenaCollector has a very good, robust rules engine that helps us get paid faster. It is the...
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Product
The only issues we have with athenahealth's product are the virtual environment and getting the...
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Product
We are now utilizing a vendor for registration check-ins. That vendor does some scheduling services...
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Loyalty, Product
We are using a different vendor's online check-in tool because currently, athenahealth’s...
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Product, Value
We are using a different vendor to help collect on patient balances. Even though athenahealth can do...
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Relationship, Product, Value
When we engage with athenahealth, we are not only engaging with their EHR and with athenaCollector;...
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Product
Where I want athenahealth to focus is project management within the product. When it comes to...
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Loyalty, Product
I would like to see athenahealth create more customization in athenaCollector with less reliance on...
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Relationship
athenahealth is very open to client communication. I don't know if that is because of the size of...
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Loyalty, Product
athenahealth's products integrate more fully if we are utilizing the tools that are within the...
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Value
athenahealth has a very unique way of doing a lot of billing. There are different options, and we...
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Product, Value
athenaCollector's integration with our EHR is very beneficial, and it happens seamlessly. Having...
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Loyalty
We are moving away from athenahealth because they no longer do things in the inpatient space. Our...
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Relationship
A lot of athenahealth's support comes through their ticketing system, and it takes a tremendous...
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Product, Value
Having multiple solutions from our core vendor streamlines our processes and communication, so...
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Commentary Summary
Comment Type Breakout