athenaCollector Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Product
As far as the look of the system and the ability to drop the claims go, athenaCollector is easy....
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Product
We would not buy athenaCollector again just because we have realized that if we were able to control...
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Product
athenahealth could improve the reliability of the solution and their responsiveness. A lot of the...
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Operations
During the initial training for athenaCollector, we had to prod athenahealth for what we were...
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Product
athenaCollector definitely had less of a learning curve than we expected. The vendor is making...
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Product
athenahealth's product is all integrated in one system. That has been a big change for us. People on...
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Operations
For the billing piece, the training was a little slower, and we had to learn a lot on our own to...
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Operations, Product
When athenahealth is getting ready to do an upgrade or an update, they let us know in ample time so...
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Relationship
We have several separate offices, and athenahealth does an excellent job of keeping them separate...
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Product, Value
athenaCollector works well. I would definitely consider investing in it. We use athenahealth's...
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Operations, Product
When athenahealth sends an update, we just log in in the morning, and athenaCollector is updated....
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Value
athenahealth is very metric driven. When we started working with athenaCollector, we realized some...
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Relationship
With athenahealth, we meet regularly with a customer success manager, and we have had the same...
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Culture, Relationship
athenahealth says that if we have their financial product, we should be able to decrease our billing...
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Value
athenahealth has a lot of add-ons that could support our day-to-day functions. Some of those are for...
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Product
In theory, I like athenaCollectors' automated claims submissions as long as everything meets the...
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Relationship
Over time, athenahealth's strategy has changed back and forth. They have tried to get out of their...
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Relationship, Operations, Product
I would tell someone that athenaCollector is an excellent system, but people have to take the time...
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Relationship
athenahealth tends to communicate changes and new items pretty frequently. The executive involvement...
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Value
There are certain things with athenaCollector. The vendor has a cosourcing model, and there are...
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Relationship
When we have issues with new functionality because it is buggy or not quite right, the support isn't...
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Operations
The training from athenahealth is really good, but that is because I am paying extra. The training...
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Relationship
I have a customer service manager who is great, but they can only get me so far. Generally, what I...
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Product, Value
Overall, athenahealth is pretty good if a customer can get a good rate. Obviously, athenahealth...
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Product, Value
With athenaCollector, our central billing office had to put in a rules engine to make sure that we...
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Relationship
We have executives from the vendor on our regular phone calls and meetings. The vendor's upgrades...
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Loyalty, Product
As AI gets better and better, the system should be able to look at what we are doing and put in the...
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Value
There is a lot of automation in athenaCollector, and there are a lot of potential support options...
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Relationship, Product
athenahealth has built a lot of support for billing for our type of organization, but the billing...
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Product
athenaCollector does what it needs to do. We don't always use it in the way that is best practice,...
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Relationship
I don't like athenahealth, and the root of that is their people don't know how to work with the...
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Product
The reports, data, and analytics in athenaCollector are strong. We push a lot of the collection,...
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Value
There are probably a lot more things that I don’t like about athenaCollector than things that I do...
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Relationship, Product
We have had issues with the claims alarms in athenaCollector, and athenahealth is unwilling to make...
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Relationship
The communication with athenahealth isn’t the best with posting unpostables. After they have made a...
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Relationship
athenahealth is pretty good about notifying us of glitches that are going on, the known causes, and...
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Product
athenaCollector is very robust in that it has a very robust rules engine, but the engine isn't...
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Relationship
We trust athenahealth to take an action when we want an action taken, but a lot of times, they don't...
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Operations
The vendor’s implementation was very insufficient. The vendor does upgrades based on input from the...
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Product, Value
Our goal in getting athenaCollector was to get the doctors on something they liked. The software...
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Product
One of my big issues with athenaCollector is trying to get medical records to an insurance carrier....
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Relationship
athenahealth’s phone support team is useless because we can tell them what the problem is, but they...
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Relationship, Product
athenaCollector has historically been and continues to be athenahealth’s strong point. The fact that...
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Product
We have some flexibilities that we need on our billing that are not in athenaCollector. Probably our...
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Loyalty
One issue with athenaCollector is lagging, but athenahealth has a pretty aggressive road map on the...
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Operations
When it comes to the implementation, athenahealth needs stronger people. They are stretched pretty...
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Relationship
The bad part about athenahealth is that there is a comanagement situation. We pay them to manage...
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Operations
We need to have a lot more training because the system is so robust. It took us months to really...
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Relationship
We have had service issues that have been known for years, and athenahealth is very slow to correct...
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Product
athenahealth is still using SNOMED codes to get to the ICD-10 diagnosis codes, and that is a problem...
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Product
Charge entries flow pretty smoothly most of the time in athenaCollector.
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Relationship
Right now, athenahealth’s support is really slow, and when we talk to them about it, they say that...
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Relationship
I have a really good CSM at athenahealth; they try to keep me advised of what is going on and inform...
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Loyalty, Relationship
athenahealth tells me there is something in the works that is going to make me happy. If they...
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Relationship, Product, Value
There are good and bad things with athenaCollector and synergies that can be had without...
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Operations
athenahealth’s implementation and go-live process has degraded recently. Additionally, we don't...
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Product
There is one thing we are not very happy with concerning athenahealth; since they are providing a...
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Relationship
The shared services model is helpful, and athenahealth is a good partner. We have a relationship...
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Product
There is a lack of customizability in terms of payment collections, reminders, customizability,...
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Relationship, Product
athenahealth needs to be more innovative in their analytics. They give us prebuilt dashboards that...
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Relationship, Product, Value
athenahealth is good at supporting resources, regardless of fluctuations in volume. We have a hybrid...
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Product
athenaCollector’s ease of use is one of the main things we like about it. The system's screens are...
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Relationship
athenahealth could improve long-standing issues, like certain processes that they need to utilize to...
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Operations, Product
athenaCollector is easy to use and easy to learn. I feel confident that I can train pretty much...
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Operations
athenahealth provides really good training resources. For upgrades, they provide videos and guides,...
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Loyalty, Product
We have had very little exposure to other programs, and every so often, I think it might be good to...
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Relationship
We deal with our client success manager, and they are usually able to solve issues for us. We have...
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Product
The product is very complicated. It seems like all we do is register a patient, schedule their...
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Loyalty, Operations, Product
There is always performance improvement. One thing with athenahealth is as we come to them with an...
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Product
The product is very user friendly. It is easy to work around in terms of patient registration and...
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Relationship
The effectiveness and quality of the offshore support continue to be a sticking point. The support...
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Loyalty, Relationship
We are not anxious to leave athenathealth. They are very well aligned with practice management, so...
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Relationship
I can't think of too many times when athenahealth has lied to us, so I would say they are keeping...
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Product, Value
athenaCollector gives us the flexibility to implement custom rules that would stop us from sending a...
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Operations
athenahealth offers training at any time on certain things. When they do have a new product, they...
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Relationship
We have business review meetings with the vendor’s executives. They come down when they can. The...
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Relationship, Product, Value
athenaCollector takes so much time and so many tasks off of our internal team. athenahealth handles...
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Relationship
athenahealth has the right intentions. There is no other vendor who is watching us every day and...
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Product
athenaCollector has integrated well with payer systems to help us meet our quality goals. The vendor...
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Product, Value
athenaCollector doesn't meet all of our needs. It doesn't do anything for our specialty, and its...
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Relationship, Operations, Product
athenahealth does a good job of rolling things out for athenaCollector. They trial and error things...
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Operations
I enjoy what the vendor does with training for athenaCollector. They walk us through its screens and...
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Product
athenaCollector is pretty high tech. We like that it is integrated with our revenue cycle system and...
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Product
I don't think it is hard to pull reports from athenaCollector, but the system's reporting abilities...
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Relationship, Product
One of the things athenahealth doesn’t do very well at all is transparency. They do a lot of stuff...
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Relationship
We have a pretty good service manager, but with athenahealth, we have to open a case for every...
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Operations
athenahealth does release updates periodically, and they have little training videos and release...
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Loyalty, Relationship, Product
I like the product more than I used to because the vendor has been making some updates. I like that...
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Relationship, Operations
We previously had a really great customer success manager at athenahealth, but the replacement for...
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Culture, Value
athenahealth doesn't make very many promises. They charge us too frequently, but their charges often...
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Operations
athenahealth does very well with implementations and upgrades. Those are their areas of expertise....
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Relationship, Product
Our issues with athenaCollector are mostly related to posting. The posting errors are terrible....
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Operations, Product
The software is not awful. Our claims do get out the door in a pretty timely manner. The way...
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Operations
athenahealth just sends out a tutorial and expects us to view a video. I don't think that is really...
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Product
athenaCollector integrates pretty well with other software. There haven't really been that many...
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Relationship
The web support team supports us. We were having problems for a while, but when we put in cases now,...
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Relationship
I have spoken to the executives multiple times. They won't fix things though. They lack the vision...
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Operations, Operations
Everything for training is in athenahealth's help section. Using the training and looking for job...
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Relationship
athenahealth is very client oriented. We appreciate that. The vendor has designated client...
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Relationship
If I have to complain about anything with athenahealth, it will always be their client support. I am...
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Product
I like the system's real-time reporting abilities. We have the ability to run and create our own...
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Product, Value
athenahealth is supposed to keep up on changing rules, and there have been a couple that have...
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Value
The product is not cheap, and athenahealth does charge us quite a bit for extra things.
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Product
There is some missing functionality in athenaCollector. The problem is that we have no control over...
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Product
I like that everything is clean and very automated within the product. Things go out, come back, and...
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Product
Some improvements I would like to see would be to be able to build more front-end scrubs so that the...
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Loyalty, Product
athenahealth’s product is a total integrated practice management solution. That is nice for us. As...
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Operations, Product
There is a lot of granularity to athenaCollector. I get that because of how the vendor started out...
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Relationship, Operations
I would like to see the team from athenahealth trained a little better. I feel like they are a bit...
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Product
athenaCollector is user friendly for end users. It is the layout that makes it user friendly. We...
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Relationship, Product
Sometimes we cannot balance things because there are times that the numbers just don’t match up in...
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Product
It would be nice if athenaCollector could be a bit more customizable and could have more...
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Product
athenaCollector is not very intuitive, and the product is cumbersome. It is just hard to work with athenahealth....
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Relationship, Product
When the interface is down, a lot of times, we don't get any notification from athenahealth. We have...
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Product
There are definitely fewer challenges with regard to how we build and use athenaCollector than with...
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Loyalty, Product
athenahealth is working on a lot of improvements with integration. For example, they are working on...
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Operations
The workflow in athenaCollector is very clean, and even a CEO can figure out how to use...
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Value
Overall, athenaCollector is just a much easier system to use in a lot of ways. The product is very...
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Value
As athenahealth has gone through a few private equity companies, the services have deteriorated...
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Product
I like the fundamental integration of the athenaCollector product. The integration includes a lot of...
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Product
athenahealth has started a process to automate OCR for things like ID cards and identifying the...
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Operations
athenahealth has a very well-developed training program. They have web-based training as well as...
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Relationship
We meet with our athenahealth account manager regularly, and we get a lot of information from them....
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Operations, Product
athena always throws something little in athenaCollector during their regular upgrades. The things...
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Product, Value
athenaCollector does some good because it makes us aware of things about payers that we may not be...
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Operations
athena has overcome a lot with athenaCollections and processing claims. They lost a lot of people,...
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Value
athenahealth takes a percentage of everything we do. They historically have not nickel-and-dimed us....
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Culture, Value
athenaCollector is very pricey, and I am not very pleased with athenahealth's pricing. They are...
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Relationship
I get frustrated sometimes with athenahealth’s online support team not really resolving issues the...
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Relationship
For the most part, athenahealth doesn’t claim to do something they are not going to do. They will...
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Product
athenaCollector is an easy system for the staff to use. The system is very clear and concise as to...
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Relationship, Value
athenahealth's product is not catered to our facility type, so we have had ongoing issues...
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Relationship, Product
athenaCollector’s strength is that it is user friendly for our providers as well as our staff....
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Culture, Relationship, Product
The salespeople said they could do interoperability between athenaCollector and our EMR, but they...
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Relationship
athenahealth does a good job of alerting people to what is coming up, but it seems like whenever...
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Product, Value
athenaCollector is pretty straightforward, so that is nice. It is clean, and it is pretty obvious...
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Operations, Product
For upgrades, athenahealth gives templates with information, updates, videos, and demos well ahead...
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Relationship
There are times when something happens without athenahealth informing me, but once I call the vendor...
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Product
We would like a credentialing process within the system so that we can say what doctors are allowed...
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Product
The product could be improved if the vendor created some steps on the front end to prevent denials...
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Product
When a patient sees a provider for the first time, we have to go in and create a new CPT code....
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Culture
The vendor does a good job with balanced budget agreement billing. They can create a claim for the...
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Relationship
I like the fact that the vendor posts on their to-do quickly. They can get items done quickly, and...
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Product, Value
We have patients that have Medicare, and Medicare payments come on a card. Those payments take a bit...
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Relationship
athenahealth does a good job of keeping up with insurance shenanigans. athenahealth does a good job...
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Product, Value
I would recommend more frequent quality assurance checks on payment posting validity. Over the last...
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Product
My biggest issue with athenahealth is that they don't give us any choice in merchant accounts; they...
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Relationship
When we have any type of issue with athenaCollector, we can create a case through the vendor’s help...
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Product
I have worked with other systems that have been more difficult and less user friendly, so I would...
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Relationship, Operations
Sometimes athenahealth helps us with things, and we have to undo what the vendor does. Our...
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Culture, Product, Value
athenahealth sells athenaCollector as a very transparent, reportable product, and their reporting...
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Loyalty, Relationship, Product
There are certain interfaces we hold that athenahealth’s team has worked very well with us on...
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Relationship, Product
athenahealth is offering claims working services that aren't really working for us, and we find they...
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Product
We have a problem with athenaCollector. Patients are getting bills that they shouldn't be getting,...
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Product
The system's patient portal and app all need work. They are very outdated. With the system, we have...
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Product, Value
athenaCollector is very different than what we have internally. We have had to pull back a lot on...
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Loyalty, Product
The vendor is improving their scheduling capabilities and the way their system looks internally. We...
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Loyalty, Relationship, Operations
athenaCollector truly is a cloud service, so we are beholden to the vendor's schedule, but they give...
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Relationship
If I were talking to a peer about athenaCollector, I would tell them it is an excellent product. The...
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Loyalty, Relationship
I have been able to talk to an executive about some potential improvements, and I have found them to...
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Relationship
Supposedly, athena does a lot of the work for us, but I am not sure they always do it very well....
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Operations
Previously, the vendor’s training was lacking, but they are trying to revamp it to make it more user...
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Relationship, Product
athenaCollector is getting better. The issues with staffing and COVID-19 hurt us a lot and put us...
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Product
Our staff has to do a lot of claim holds, so our staff has to input a lot of rules, and there ends...
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Loyalty, Loyalty
athenaCollector is one of the worst revenue cycle management platforms out there, but there are...
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Relationship, Relationship, Operations, Operations, Product, Product
The system has downtime, and athenahealth is inconsistent when it comes to applying updates....
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Relationship, Relationship
athenahealth's people aren't empowered enough to deliver on some things. They are siloed and...
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Product, Product
athenaCollector's anesthesia functions are horrible. They are an afterthought. We also had to build...
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Culture, Culture, Value, Value
athenahealth's business model is to charge for every single thing, and they are always looking for...
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Relationship, Relationship, Operations, Operations
Due to the vendor's web services, the vendor has been very good with integration. The one thing that...
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