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athenaCollector Comments
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User Commentary

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Manager

Service and Support

athena has been very good about providing additional information and resources to help us through COVID-19....

Jan 2021
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Manager

Functionality and Upgrades

There are still some issues to work out. The vendor is pretty good at coming up with new technology....

Jan 2021
(0)
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VP/Other Executive

Functionality and Upgrades

The vendor has made some changes to what they support within the last year, and I haven't been...

Jan 2021
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

Due to our pricing structure, I know exactly what our charges are going to be every month. At the...

Jan 2021
(0)
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VP/Other Executive

Functionality and Upgrades

The best thing about athena's system is that we can see everything. If we put the map in the system,...

Jan 2021
(0)
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VP/Other Executive

Relationship

The vendor sends us information all the time. They are always trying to innovate and be forward...

Jan 2021
(0)
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VP/Other Executive

Sales and Contracting

The gap between the sales pitch and reality was a little bit too big. I haven't seen a sales pitch...

Jan 2021
(0)
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VP/Other Executive

Other Observations & Comments

There is some inconsistency in the vendor's electronic funds transfer management that they need to...

Jan 2021
(0)
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VP/Other Executive

Service and Support

The vendor's support is pretty responsive when we have collector issues. If we have some problem...

Jan 2021
(0)
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Manager

Service and Support

The vendor is very good at educating us and telling us what is going to happen and giving us...

Jan 2021
(0)
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Manager

Service and Support

athena tries to keep all their promises. But sometimes certain promises fall lower on their priority...

Jan 2021
(0)
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Manager

Service and Support

athena has a site where clients can enter suggestions, and they will fix things based on how many...

Jan 2021
(0)
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Manager

Functionality and Upgrades

athenaCollector is easy to use. It is just time consuming, and there are a lot of clicks. Once...

Jan 2021
(0)
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Manager

Service and Support

Nine times out of ten when we open a case, the answer we get from the support people is...

Jan 2021
(0)
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Manager

Relationship

We have an account manager from athena who is awesome. That person helps us with everything we need....

Jan 2021
(0)
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Manager

Implementation and Training

If I recommended athena to friends, they would have to go through a go-live. And that would be...

Jan 2021
(0)
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Analyst/Coordinator

Other Observations & Comments

The theme we see is that athenahealth almost gets things right, but then they let us down. I would...

Jan 2021
(0)
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Analyst/Coordinator

Service and Support

We often let athenahealth know about problems before they know about those problems. athenahealth is...

Jan 2021
(0)
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Analyst/Coordinator

Lessons Learned

I am not sure whether athenahealth keeps all of their promises. They at least don't keep their...

Jan 2021
(0)
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Manager

Functionality and Upgrades

With athenaCollector, we are able to bill for all of our services, but it has been harder to manage...

Jan 2021
(0)
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Manager

Service and Support

athenahealth has done much better lately with upgrades. The new leadership is more transparent with...

Jan 2021
(0)
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Director

Functionality and Upgrades

Billing in athenaCollector is very good and very reliable. The reporting functionality is robust,...

Jan 2021
(0)
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Director

Functionality and Upgrades

Scheduling is easy in athenaCollector. It is laid out very nicely and makes sense.

Jan 2021
(0)
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COO

Functionality and Upgrades

We are pretty happy with the overall product quality from athenahealth. I thought our implementation...

Jan 2021
(0)
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Manager

Functionality and Upgrades

athenaCollector is very smart, and it has a lot of rules that help us get all the dollars possible...

Jan 2021
(0)
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Manager

Functionality and Upgrades

It would be good if athenaCollector were a little more user friendly. There are a lot of clicks...

Jan 2021
(0)
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VP/Other Executive

Relationship

From a timeline perspective, there are some things that slip through the cracks here and there, but...

Nov 2020
(0)
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VP/Other Executive

Service and Support

I would give the vendor a high rating for their ongoing support. It has actually gotten a little bit...

Nov 2020
(0)
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VP/Other Executive

Interfacing and Integration

athenaCollector could be better in terms of communication with payers. Oftentimes, we have to build...

Nov 2020
(0)
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VP/Other Executive

Implementation and Training

The vendor is starting to outsource a portion of initial implementations to an outside company, and...

Nov 2020
(0)
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VP/Other Executive

Functionality and Upgrades

The product gives the information that we need in a clear way to help us make decisions. It is a...

Nov 2020
(0)
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Physician

Functionality and Upgrades

This solution is an excellent practice management system. It is much better than our EMR....

Nov 2020
(0)
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Physician

Other Observations & Comments

athenaCollector works very well. There are some things that we can't do with business analytics in...

Nov 2020
(0)
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Physician

Relationship

The vendor is not creating new technology, but they do continue to meet our needs.

Nov 2020
(0)
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Physician

Functionality and Upgrades

The vendor really only drives quality in practice management and financial reporting. I would give...

Nov 2020
(0)
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Analyst/Coordinator

Service and Support

The vendor does a great job of support with their upgrades. During the COVID-19 pandemic,...

Oct 2020
(0)
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Analyst/Coordinator

Implementation and Training

The vendor has good videos, but the videos are a little difficult to navigate. That is my only...

Oct 2020
(0)
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Analyst/Coordinator

Service and Support

The vendor's support people don't answer our questions appropriately when we open cases. The people...

Oct 2020
(0)
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Analyst/Coordinator

Relationship

We have a vendor executive who we can escalate issues to. The vendor always asks us to open a case...

Oct 2020
(0)
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Manager

Service and Support

I don't usually get my questions answered when I ask for web support. I hear back, but the support...

Oct 2020
(0)
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Manager

Relationship

There is a section on the home screen that we see all the time that alerts us when there are any...

Oct 2020
(0)
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Manager

Functionality and Upgrades

My biggest beef with the software is getting money in the door. The A/R functionality is difficult...

Oct 2020
(0)
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Manager

Functionality and Upgrades

I like the vendor's billing summary screen. I like the claim worklist design. I like the way we can...

Oct 2020
(0)
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Manager

Functionality and Upgrades

I want athena to improve the appointment scheduling display. It stacks providers on top of each...

Oct 2020
(0)
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Director

ROI / Cost (care and feeding)

The billing side is pretty good. We thought we would be able to reduce our number of staff members...

Oct 2020
(0)
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CEO/President

ROI / Cost (care and feeding)

athena doesn’t charge for every little thing, and that is very nice.

Oct 2020
(0)
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CEO/President

Lessons Learned

I like the product. It does a really good job, but my needs are constantly changing because I work...

Oct 2020
(0)
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CEO/President

Functionality and Upgrades

I am kind of sandwiching every criticism with a compliment, but that is just the reality of things....

Oct 2020
(0)
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Manager

Other Observations & Comments

I can’t give athenahealth a perfect score for not charging for every little thing. There are a lot...

Aug 2020
(0)
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Manager

Service and Support

The system does as good of a job as it can. I wish that athenahealth didn’t outsource their billing;...

Aug 2020
(0)
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VP/Other Executive

Relationship

The key thing to athenahealth is their team and customer service across all of their offerings....

Aug 2020
(0)
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VP/Other Executive

Relationship

athenahealth's executives are very involved in the sales process, but not so much after that.

Aug 2020
(0)
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Director

Implementation and Training

athenahealth was pretty good with the implementation; they offered a lot. When we implement new...

Jul 2020
(0)
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Director

Functionality and Upgrades

It isn't easy to find an insurance package in the system, and using some of the reporting...

Jul 2020
(0)
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Director

Other Observations & Comments

With athenahealth, we get assigned an account manager. athenahealth has made some minor...

Jul 2020
(0)
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CEO/President

Future Outlook

athenahealth is not part of our long-term plans. We have to get rid of athenahealth's system because...

Jul 2020
(0)
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Director

Service and Support

I don't think that the vendor has exceeded my expectations, but at this point, changing to a new...

Jun 2020
(0)
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Director

Functionality and Upgrades

Interfacing has limitations. Whenever anything in the healthcare or payer industry makes a change to...

Jun 2020
(0)
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Director

Relationship

The vendor's account manager does a good job and tries his or her very best to work with me.

Jun 2020
(0)
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Director

Service and Support

The vendor's support is very hierarchy based. I need to go through different ways to reach out to...

Jun 2020
(0)
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Director

Functionality and Upgrades

The solution is easy to use, and it is good for my staff to use.

Jun 2020
(0)
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Manager

Functionality and Upgrades

Everything works very well. We have never had anything sold to us that didn’t work the way that...

Jun 2020
(0)
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Manager

Service and Support

athenahealth's support has improved in recent months. We went through a little transition where I...

Jun 2020
(0)
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Manager

Other Observations & Comments

There has been a tremendous amount of information provided by athenahealth throughout the pandemic,...

Jun 2020
(0)
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Physician

Service and Support

The vendor has helped us through the pandemic on the billing side with telehealth. They have tried...

Jun 2020
(0)
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Physician

Other Observations & Comments

Our revenue cycle folks continue to make sure that athena doesn’t write off things that shouldn’t be...

Jun 2020
(0)
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CFO

Functionality and Upgrades

Before we went with athena, we had a very low denial rate for many consecutive months. Now I can...

May 2020
(0)
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CFO

Relationship

We didn’t want claims going out the door incorrectly, so we didn’t utilize the system for several...

May 2020
(0)
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CFO

Functionality and Upgrades

athenahealth doesn’t have everything that we need to be truly patient centered. If they had the...

May 2020
(0)
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CFO

Other Observations & Comments

A lot of promises have been made to us by athena on the revenue side. I was very hesitant to go with...

May 2020
(0)
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CFO

Service and Support

athena hasn’t supported us very well through the COVD-19 crisis. Nobody was expecting the pandemic;...

May 2020
(0)
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CFO

Service and Support

The downside of athena is that there is no flexibility. They are very rigid in that they control...

May 2020
(0)
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CFO

Functionality and Upgrades

The tax management side is centered around athena's proprietary rules engine. The problem that we...

May 2020
(0)
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CFO

ROI / Cost (care and feeding)

athena nickel-and-dimes to some extent. One of the arguments we are having with them is about how I...

May 2020
(0)
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CFO

Relationship

I don’t like how controlling the vendor is. We had to choose their bank, and we had to use a certain...

May 2020
(0)
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CFO

Technology

The system hasn’t changed in the years that we have been with athena. They have no focus or vision....

May 2020
(0)
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CFO

Service and Support

If athena gets the outcomes right, the support is not as important. We have had three or four...

May 2020
(0)
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VP/Other Executive

Functionality and Upgrades

athenahealth allows us to identify our CARES Act payments within athenaCollector very easily and...

May 2020
(0)
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VP/Other Executive

Technology

athenaCollector is extremely complex. Streamlining some of the configurations that we can do would...

May 2020
(0)
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VP/Other Executive

Other Observations & Comments

athenaCollector is a very complex code set, and it has gotten more complex through time....

May 2020
(0)
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Physician

Service and Support

The vendor has given us some words of empathy, but there really hasn't been anything else that has...

May 2020
(0)
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Physician

Other Observations & Comments

So far, the vendor has been good about keeping their promises, but they aren't perfect. Overall,...

May 2020
(0)
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Physician

Other Observations & Comments

The vendor's model is nice because we are just paying a percentage of our revenue and advances. The...

May 2020
(0)
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Physician

Relationship

We have a very good contact from athenahealth. One of the problems has been that every year or two,...

May 2020
(0)
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Physician

Other Observations & Comments

Our systems have to work together. We have a nice bidirectional interface with athenaCollector that...

May 2020
(0)
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Manager

Relationship

athena probably hasn’t kept all their promises in the last year. We have started quite a few...

Apr 2020
(0)
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Manager

Service and Support

We absolutely wish athena were more proactive on the collections side. When we look at the data on a...

Apr 2020
(0)
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Manager

ROI / Cost (care and feeding)

With athenaCollector, our A/R days are very low. I have a limited number of people working on that...

Apr 2020
(0)
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Manager

Functionality and Upgrades

Overall, I would not want to work for an office that doesn’t have the athena system because of all...

Apr 2020
(0)
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CIO

Other Observations & Comments

Things are going pretty well. athenahealth's product has been here for a while, so we have settled...

Apr 2020
(0)
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CIO

ROI / Cost (care and feeding)

With athenahealth, we don’t just get rid of our business office and our collections people. We still...

Apr 2020
(0)
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CIO

Functionality and Upgrades

athenahealth is not good at rural billing for rural clinics. That billing is different, and we have...

Apr 2020
(0)
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VP/Other Executive

Implementation and Training

athena’s training was pretty rusty. The people that were brought on weren’t very knowledgeable about...

Apr 2020
(0)
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VP/Other Executive

Relationship

athena is not proactive. We have a decent representative, but that person never seems to get any...

Apr 2020
(0)
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VP/Other Executive

Functionality and Upgrades

athena does avoid charging for every little thing. They take their cut of our total billing. But we...

Apr 2020
(0)
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Manager

Relationship

The vendor has been very responsive throughout the pandemic situation. They were on the leading edge...

Apr 2020
(0)
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Manager

Sales and Contracting

With athena, we don’t get that used-car salesman feeling. When most people are trying to sell us...

Apr 2020
(0)
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Manager

Functionality and Upgrades

athenaCollector is the easiest system to use by far. athena does a really good job on the PM side.

Apr 2020
(0)
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Manager

Interfacing and Integration

The vendor is always striving to be innovative and be on the cutting edge. athena was one of the...

Apr 2020
(0)
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Manager

Relationship

It is not uncommon to have executive involvement. If we are working on a project and need something...

Apr 2020
(0)
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Manager

Future Outlook

I don’t foresee athenaCollector going anywhere. In some of our other large markets, we have...

Apr 2020
(0)
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Manager

Implementation and Training

For users, the solution is extremely simple to learn. Users can undo anything. If they make a...

Apr 2020
(0)
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Manager

Service and Support

The vendor's support people have always been there for us. When we go into the system and click that...

Apr 2020
(0)
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Manager

ROI / Cost (care and feeding)

The vendor doesn't get paid unless we get paid, so it is in their best interest to make sure we get...

Apr 2020
(0)
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Manager

Future Outlook

The changes that athena is going to implement are the best that I have seen them implement in the...

Apr 2020
(0)
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Manager

Functionality and Upgrades

I do recommend the system whenever somebody asks me about it. I just wish that it were a little more...

Apr 2020
(0)
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Director

Service and Support

athena has been very good and accommodating. We work inside the product's workflow, but there are a...

Apr 2020
(0)
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Director

ROI / Cost (care and feeding)

athena takes a percentage of what we collect. I don't know exactly what the percentage is. athena's...

Apr 2020
(0)
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Director

Service and Support

The web support is great. We have an account manager who contacts us about major issues. The account...

Apr 2020
(0)
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Manager

Functionality and Upgrades

Everyone loves athenaCollector, and it is as good as anything I have seen. The athenahealth products...

Apr 2020
(0)
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Manager

Interfacing and Integration

athenaCollector doesn't fully communicate with athenaClinicals, so some of the table’s bases don’t...

Apr 2020
(0)
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Director

ROI / Cost (care and feeding)

If I had my way, the vendor would absolutely be part of our long-term plans. However, due to mergers...

Apr 2020
(0)
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Director

Functionality and Upgrades

The vendor's communication about upgrades is superior. They tell us everything about new releases....

Apr 2020
(0)
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Director

Functionality and Upgrades

The system is very intuitive and transparent. It is really hard not to figure out what we are doing....

Apr 2020
(0)
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Director

Relationship

The vendor is very proactive. I would like the vendor's account manager to be more of a subject...

Apr 2020
(0)
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Director

Functionality and Upgrades

athenaCollector has significantly helped our revenue cycle performance. We are absolutely getting...

Apr 2020
(0)
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Director

Functionality and Upgrades

We get very good revenue cycle performance with athenaCollector, but that is with a combination of...

Mar 2020
(0)
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Manager

ROI / Cost (care and feeding)

athenaCollector was a tough sell. Our physician owners kept choking on the athenahealth fee. The...

Mar 2020
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Manager

Functionality and Upgrades

It was so painful when our previous vendor did an upgrade. We had to upgrade every one of our...

Mar 2020
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Manager

Functionality and Upgrades

I would give athenahealth the highest score for delivering new technology that meets our needs. They...

Mar 2020
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Manager

Relationship

With athenahealth, a few people from our organization went to their annual get-together. The...

Mar 2020
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Director

Other Observations & Comments

My score for ongoing training is in the middle. It is adequate.

Mar 2020
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Director

Functionality and Upgrades

I like that patients can keep a card on file and make payment arrangements pretty easily with the...

Mar 2020
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Director

Functionality and Upgrades

I would like to see more consistency with the patient communication. Whether by phone or email, the...

Mar 2020
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CIO

Service and Support

The support team took a step back during athenahealth’s transition period. The vendor let a lot of...

Mar 2020
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CIO

Relationship

Our own personal relationship with athenahealth and their executives took a step back when...

Mar 2020
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CIO

ROI / Cost (care and feeding)

athenahealth gets the majority of their revenue from collection fees, so they usually don't...

Mar 2020
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CIO

Functionality and Upgrades

The only complaint I have had since day one is about the imperfect charge capture solution. The...

Mar 2020
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CIO

Other Observations & Comments

There haven’t been a lot of changes with athenaCollector, but it probably hasn't needed as many...

Mar 2020
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CEO/President

Service and Support

With all due respect to my front-end staff members, they are people with high school educations. We...

Mar 2020
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CEO/President

Future Outlook

There is not very much downtime. The vendor is part of our long-term plans. Unless we get acquired...

Mar 2020
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CEO/President

Other Observations & Comments

The vendor has recently been more interested in listening to client feedback. The vendor has shared...

Mar 2020
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CEO/President

Functionality and Upgrades

We have an upgrade schedule, and that actually has improved dramatically in the last few years....

Mar 2020
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CEO/President

Relationship

The vendor has gotten much better at being proactive. Some of the executives have come here, but I...

Mar 2020
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COO

Other Observations & Comments

We don’t get any ongoing training from athenahealth. I think there are some videos online that folks...

Mar 2020
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COO

Functionality and Upgrades

The functionality of the product works well. athenaCollector is the vendor's strongest product and...

Mar 2020
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Manager

Relationship

From my end, athena keeps their promises, but I don’t get involved in that because I am just a user...

Feb 2020
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Manager

Other Observations & Comments

athenaCollector is okay. It works. I used to be good with claims data, but athenaCollector is...

Feb 2020
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VP/Other Executive

Functionality and Upgrades

athenahealth’s product is strong. There is no doubt about that. The vendor has probably the most...

Feb 2020
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VP/Other Executive

ROI / Cost (care and feeding)

We manage all of our claims and billing with a number of FTEs. If I were doing the process without...

Feb 2020
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VP/Other Executive

Relationship

athenahealth continues to be a strong business partner, even though there have been management...

Feb 2020
(0)
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VP/Other Executive

Other Observations & Comments

In the past, we have had some specialized problems that have required focused attention from...

Feb 2020
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VP/Other Executive

Functionality and Upgrades

The vendor upgrades the software every 24 hours. We have a low outstanding sales number that is...

Feb 2020
(0)
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VP/Other Executive

Functionality and Upgrades

We get our claims out the door on time and get paid properly, but we are redesigning our strategic...

Feb 2020
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Director

Functionality and Upgrades

athenaCollector is a great billing and scheduling system. It works exceptionally well. In fact, it...

Feb 2020
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Physician

Functionality and Upgrades

We use athenaCollector for our billing and scheduling, and the system is working great. It does a...

Feb 2020
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Physician

Functionality and Upgrades

Scheduling with athenaCollector is a breeze. The system looks good and works very well for my staff...

Feb 2020
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VP/Other Executive

Service and Support

With another vendor's system, we did all of our own billing and everything. We had some teams that...

Feb 2020
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Analyst/Coordinator

Service and Support

The vendor's support has been outstanding. That is what I would want others to know if I were...

Jan 2020
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