Cybersecurity Is Critical in Today's Environment
athenaCollector
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Subject Expert
Aaron Gleave
Research Director
Commentary Summary
User Commentary
VP/Other Executive
We have one flat price for athenaCollector, so I never have to delve into the invoices that I get. I...
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VP/Other Executive
Sometimes, it takes athenahealth a while to take the ideas that I am looking for and put them into action....
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Manager
athenaCollector is doing better. The vendor's biggest problem has been that they are so tied into...
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Manager
Overall, our billing team has been able to use athenaCollector to get some really great information....
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Manager
The biggest thing that we are struggling with right now is that we have a large percentage of...
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Manager
athena does implementations very well. We don’t get much training because we have been on athena's...
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Manager
athenaCollector is very stable. It is always available, and it performs the same way all the time....
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Manager
athena could improve athenaCollector by having better user interfaces and soliciting more user...
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Manager
We had some issues with our patients when they tried to pay on the patient portal. We also had...
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Manager
athenahealth’s support people need to be better educated. When we have issues, we just don't feel...
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Manager
athenahealth can do better with their product enhancements and get a little more updated with...
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Manager
We have experienced a lot more glitches in the last couple of years than we have before. Having the...
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Manager
The reconciling process in athenaCollector could be a lot better. We have a hard time reconciling...
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Manager
One thing we like about athenaCollector is that the explanation of benefits is attached to the posting....
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Manager
We would like the assistance-request process, which athenahealth calls opening a case, to be...
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Manager
I could probably think of 50 different things that I wish were different with athenaCollector. I...
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Manager
athenahealth is aware that they have some issues and is working on them. athenahealth is doing some...
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CEO/President
Our parent organization is requiring a change to another EMR across the organization, so we will no...
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CEO/President
athenahealth has everything on one version. That is their selling point. There is an ebb and flow in...
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CEO/President
athenahealth has a model of paying as a percentage of collections, so we don't get extra fees unless...
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CEO/President
athenaCollector makes it really easy to see the history of a patient's balance, where it came from,...
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VP/Other Executive
athenaCollector is nicely integrated with the whole athenahealth suite from billing to the office. I...
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Manager
I would for sure buy athenaCollector again. I love it because it does so much. I haven't gotten a...
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Manager
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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Manager
When the vendor does upgrades, they let us know before the upgrades are done, and that is good. We...
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Manager
athenahealth has a lot of training modules, and we have calls with our representative on a regular...
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Manager
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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CEO/President
The only challenge that we have is that the fax management process is not what the vendor said it...
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CEO/President
The vendor's executive involvement actually falls off pretty significantly after implementation.
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Director
There are a few things in athenaCollector that I wish that the vendor would change. We can send the...
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Director
The vendor's price structure gives us a set price. The vendor charges us a percentage of our...
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Director
I don't have any recommendations for the vendor. They stay ahead of things. They look out and see...
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Director
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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Director
If an organization is looking for software that will do rural health claim billing, then they need...
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CEO/President
The coding program in athenaCollector is extremely cumbersome because it involves passing codes back...
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CEO/President
athenahealth's conversion team didn't spend any time addressing how to prepare for the conversion...
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CEO/President
So far, athenahealth has kept their promises. However, one thing came up recently where we got an...
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CEO/President
athenaCollector is a complex system, but overall, athenahealth's deal was just what we needed...
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VP/Other Executive
The athena products work as athena told us they would, but we have also come to accept the...
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VP/Other Executive
We have regular representatives assigned to us from athena who do a good job. They listen and try to...
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VP/Other Executive
Our athenaCollector product remains largely unchanged since we got it, apart from minor upgrades....
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VP/Other Executive
We have avenues to submit questions and cases to athena, but we do not work with anybody who is...
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Manager
We don’t have a lot of follow-up from anyone from athena other than the account representative that...
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Manager
There is a lack of training for the tag-on product, which is athenaCommunicator. We have struggled...
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Manager
As far as I am concerned, my satisfaction will probably stay the same. Someone else might say...
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Manager
Off the top of my head, there isn’t particularly anything that is a driving force. Questions come up...
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CEO/President
athenahealth keeps their promises today. There was a period of time when athenahealth was struggling...
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CEO/President
athena's technology does a dang good job when it comes to patient outcomes. athena is set to be able...
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CNO
athena has given us a lot of functionality that they don’t charge us additional fees for.
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CNO
The upgrade process with athena is about as good as it is going to get. There have been many...
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CNO
Customer service is definitely athena’s biggest downfall. It is bad; it is hard to communicate with...
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CNO
If we go to athena conferences or do their Webex meetings, they have their top-level people present.
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CNO
athenaCollector is a pricey product, but we can’t do what we do without it, so athena gets their money....
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CNO
athena gets out ahead of things before I even know about them. athena holds their own, particularly...
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Manager
The issue with the product working as promoted could very well be a training issue. Sometimes we...
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Manager
The system is pretty much doing everything that we need it to do. The reports are great. I would...
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Manager
I haven’t experienced issues, but my staff has given me feedback about the support. When they have...
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Manager
We get what we pay for. We get everything that came in our package. Anything additional is usually...
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Director
athenaCollector does some reporting, but the reporting is certainly not to the level that we would...
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Director
athenaCollector has a good road map. The solution is not there yet, but the vendor is always trying...
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Manager
We are left on our own to figure out updates, so I wouldn't rate athenahealth's implementation...
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Manager
The vendors that athenahealth works with have high fees. Since we work with athenahealth, we use...
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Manager
We recently transitioned over to a new account representative, and so far, things have been...
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COO
We had to escalate some issues that we were having. It took several months of meeting with the...
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COO
One of the worst things that the vendor does is using their online community to try to drive change....
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COO
The vendor sometimes misfiles CMS denials for things like DME, and they don't notify us when they...
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COO
The vendor promised reductions in staff, but that never completely materialized.
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Director
We have had a couple of reevaluations over the course of our relationship with athenahealth. Some of...
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Director
athenahealth is very focused on the quality management and paid-for-performance aspects, so things...
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CMO
I do not hear complaints about athenaCollector now, but I used to hear more. In the beginning,...
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CMO
Our doctors think that there is a necessary evil in paying for athenahealth to do their billing, and...
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CMO
When my friends in the medical field say that they are thinking of athenaCollector, I say that the...
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CMO
One ding I hear about athenahealth is their call center. Sometimes there are longer wait times if...
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Director
There are a few annoying things when we have changes to interfaces or integrations. athenahealth...
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Director
athenaCollector does not meet all our needs. There are some gaps in the scheduling efficiency and in...
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Director
Because of our longevity with the product, we often have to educate the vendor’s tier-one support...
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CEO/President
The practice management piece is where athena's problem is.
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CEO/President
athenahealth doesn't nickel-and-dime at all. We get charged a flat rate based on the number of collections....
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CEO/President
We have a problem with the quality of athena's support people. We have a client representative who...
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CEO/President
If athenahealth would work a bit more on their patient portal, that would be nice. For some reason,...
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CEO/President
I would tell others that athenaCollector is one of the better products out there. It is reasonably...
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CEO/President
Overall, the system is good. It isn't perfect, but if there were a perfect system, everyone would be...
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CEO/President
The biggest issue I have with athenahealth is that our account representative changes all the time....
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CEO/President
Our initial training from athenahealth was horrendous. They were not doing any one-on-one, on-site...
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CEO/President
We don't deal with executives from athenahealth very often, but when we do, they usually do a good...
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Analyst/Coordinator
I asked whether we could leave certain features out to cut down on the price, and that is just not...
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Manager
We have struggled to work with athenahealth to update our billing rules correctly. In general, we...
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Manager
athenaCollector is weaker than athenaClinicals, but athenaCollector has gotten better. In the last...
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Manager
We changed our clinic structure in such a way that we have new billing rules for CMS. We struggled...
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Manager
I can definitely see where athenahealth is putting more resources into making athenaCollector more...
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VP/Other Executive
I give athenaCollector high scores. One reason is athenahealth's customer service. Our experience is...
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VP/Other Executive
athenaCollector is a really strong product. athena has been very intentional in building out a smart...
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VP/Other Executive
I rated athenahealth lower on executive involvement because we want a partnership. We would love to...
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VP/Other Executive
athenahealth could specifically work on their ambulatory surgical center software. They don't have...
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Analyst/Coordinator
The decision to purchase athenaCollector was made at a level above mine. If I had any input, I would...
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Analyst/Coordinator
The vendor's support is horrible. I have several support cases open, and athenahealth has marked...
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Analyst/Coordinator
From the provider's perspective, this solution is very intuitive and easy to use. That is what sells...
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Analyst/Coordinator
If we wanted to add another module, access our database, or write our own reports, the vendor would...
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Analyst/Coordinator
When we first implemented the solution, some of athenahealth's implementation people didn't seem to...
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Analyst/Coordinator
After our implementation, I had regular sessions with someone from athenahealth to talk about...
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Analyst/Coordinator
athenaCollector is crowdsourced to some extent, like in offering up direct addresses. If we are...
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Analyst/Coordinator
We have a customer satisfaction manager who is very accessible. We can call or email them at any...
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CEO/President
athenahealth is getting better at keeping their promises. Shortly after we went live, it really...
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CEO/President
The training for athenaCollector was a little poorer in the beginning, but it is getting a little...
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Manager
The only downside to the athena system is that on occasion, I can't figure out the problem....
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Manager
I would absolutely buy the system again. athena listens to their clients, visits every issue, and...
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Manager
The athena system checks insurance for eligibility days ahead of time. It notifies us whether the...
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Director
The tool is user friendly. It is very reliable and requires very minimal maintenance. The minimal...
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Director
I am not seeing an upward trend with athenahealth. The support is horrible, and the response time is...
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Director
There are some areas of enhancements that athenahealth is not focused on. I don't feel like the...
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CEO/President
athenaCollector would have a better value if it had a lower price point. Its cost is a constant...
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CEO/President
Our billing department is super happy with athenaCollector. The vendor comes out with updates fairly...
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CEO/President
I have an athenahealth expert who I have to deal with. I communicate with that person...
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Director
athenaCollector is strong because it is cloud based. That makes it stable, and athenahealth takes...
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Director
athenaCollector is not geared specifically toward our specialty, and that has been an adjustment. We...
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Director
One issue I have with athenaCollector is that we have a very popular type of insurance claim that...
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Director
Initially, our experience with athenaCollector was that it worked fairly well. The compensation...
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Director
A while ago, we did a large implementation, and athena completely missed the mark on that one. It...
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CEO/President
We can't reach the top people at athenahealth. That is impossible.
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CEO/President
athenahealth has specific support teams for each specialty.
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Director
athena struggles to post payments accurately, and our interim rate adjustment increased our A/R....
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Director
athena does well at generating a PIN and getting us to the right department right away, and that...
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Director
Nothing is distributed knowledge. Despite assurances, athena doesn't have a deep understanding of...
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Director
Our point person at athena is a rock star.
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Director
The vendor is in great shape. However, our cost of collections is double the national average....
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Manager
Our A/R has been well managed ever since we have been on the athena system. Instead of wasting time...
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COO
athenaCollector uses a traditional, calendar-based scheduling process. It requires the schedulers to...
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COO
From a collection and billing standpoint, we are really happy with athenahealth. Our experience with...
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COO
athenaCollector hasn't delivered exactly what the vendor promised. We still have to dedicate our own...
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COO
The biggest problem with the system's quality is that we have workflows that are very specific, and...
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CEO/President
With athenaCollector, dropped claims take forever to deal with if they go out of the system. The...
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CEO/President
Instead of having everything come in as ERA, everything has come in on paper. We have to make a lot...
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CEO/President
It is too expensive to hire a biller in our area. That is why we haven't left athenaCollector. The...
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CEO/President
I have a team of collectors. Our outgoing claims work about 95% of the time. However, things can...
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Director
There is no perfect system, but this system gets the job done. The system gives a practice the...
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Analyst/Coordinator
The COVID-19 pandemic terribly disrupted some of the new things that would have been great if we...
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Analyst/Coordinator
If the vendor and our internal organization were on the same page, things would run very smoothly....
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Analyst/Coordinator
athenahealth needs to improve their integration support. They offshore the support to India. With...
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Analyst/Coordinator
In terms of the CARES Act, there was a disconnect between athenahealth's legal representation and...
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Analyst/Coordinator
athenahealth wants to charge for some of the integration costs that come from not being able to...
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Analyst/Coordinator
What athenahealth is doing well recently is their senior leadership is publishing and being held...
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Manager
I have worked on other systems that were far better than athenaCollector. I feel like it is lacking....
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Manager
Since our implementation, I believe athena has put out some better training videos and some other...
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Manager
I really would love to talk to somebody from athena. We don’t have somebody from athena who sees our...
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Manager
athenaCollector is supposed to work claims, and there are times when it is not working the claims in...
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Manager
athenaCollector is a bit cumbersome to work with. The claims worklist does not give adequate...
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Manager
Resubmitting a claim if payments from a payer have been made is frustrating, to say the least. There...
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Manager
The implementation for athenaCollector was very poor. There was essentially no real support. It was...
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Manager
athena now has a functionality where we can chat with a representative. That is really a great...
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Manager
When working claims, the denial reasons overlap. For credits on an account, there are several...
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Manager
The support I get when I have billing needs is great. If athenahealth sees that I am not getting...
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Manager
The vendor is always rolling out new technology, so much so that it would be better if I could have...
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Manager
I would buy this system again. It is nice to have everything integrated. The system meets my needs....
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Manager
I don’t feel like I got the best training on the product. I learn as I go and put in tickets when I...
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Nurse
athenahealth could improve their patient registration and process of picking an insurance package....
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Nurse
We have pulled in someone from athenahealth that would understand our complaints and frustrations...
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CEO/President
It is really hard to bill with athenaCollector. We switched to it because athenahealth would do our...
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CEO/President
The product's ability to work as promoted is dismal. The UDS failed miserably, and the number of...
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Nurse
athenahealth charges a lot. Anytime we want a special report built, athenahealth charges for X...
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Nurse
athenaCollector's ease of use is very good. The system is pretty user friendly.
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Nurse
We are supposed to upgrade to a new version of athenaCollector in the next several months. I don't...
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Manager
The vendor got us interoperability within our lab and hospital, but they did not have the...
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Manager
The system is fairly easy to navigate, and it works logically with our end users' workflow.
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Manager
It is questionable whether this product is part of our long-term plans at this point. They are...
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Director
Based on this year, I would not recommend this product to others. If an organization has a high...
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Director
For any issue, I need to create a ticket and talk to a person by email or message, and sometimes it...
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Director
The vendor has a very good structure, but they sometimes have a long case list, and we do not always...
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Director
Having an account manager who is responsible and works hard and closely with our account is key....
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Director
The system is easy to use. The vendor is very clear in their instruction, and they provide good...
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Director
The vendor has an issue with the interface. It still works and serves its purpose, but it does have...
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Director
We would purchase this product again. The system has its limitations, and no system is perfect. I...
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Director
I would like faster resolutions to problems we are having from the vendor. The vendor also only...
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Analyst/Coordinator
In the beginning, athenahealth avoided charging for every little thing, but things have been...
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Analyst/Coordinator
The vendor's service is awful. The vendor has taken their phone support and outsourced most of it....
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Analyst/Coordinator
In terms of proactivity, the vendor tries to roll things out or thinks they are going in a certain...
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Analyst/Coordinator
Upgrades are so bumpy with athenahealth. The vendor puts out quarterly upgrades, and a few weeks...
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Director
athenahealth was leveraging a lot of the implementation services via a third-party team. I found the...
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Director
My one big issue with athenahealth is that they don’t have an encounter number. They have claims and...
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Manager
athena has been very good about providing additional information and resources to help us through COVID-19....
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Manager
There are still some issues to work out. The vendor is pretty good at coming up with new technology....
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VP/Other Executive
The vendor has made some changes to what they support within the last year, and I haven't been...
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VP/Other Executive
Due to our pricing structure, I know exactly what our charges are going to be every month. At the...
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VP/Other Executive
The best thing about athena's system is that we can see everything. If we put the map in the system,...
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VP/Other Executive
The vendor sends us information all the time. They are always trying to innovate and be forward...
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VP/Other Executive
The gap between the sales pitch and reality was a little bit too big. I haven't seen a sales pitch...
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VP/Other Executive
There is some inconsistency in the vendor's electronic funds transfer management that they need to...
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VP/Other Executive
The vendor's support is pretty responsive when we have collector issues. If we have some problem...
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Manager
The vendor is very good at educating us and telling us what is going to happen and giving us...
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Manager
athena tries to keep all their promises. But sometimes certain promises fall lower on their priority...
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Manager
athena has a site where clients can enter suggestions, and they will fix things based on how many...
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Manager
athenaCollector is easy to use. It is just time consuming, and there are a lot of clicks. Once...
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Manager
Nine times out of ten when we open a case, the answer we get from the support people is...
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Manager
We have an account manager from athena who is awesome. That person helps us with everything we need....
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Manager
If I recommended athena to friends, they would have to go through a go-live. And that would be...
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Analyst/Coordinator
The theme we see is that athenahealth almost gets things right, but then they let us down. I would...
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Analyst/Coordinator
We often let athenahealth know about problems before they know about those problems. athenahealth is...
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Analyst/Coordinator
I am not sure whether athenahealth keeps all of their promises. They at least don't keep their...
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Manager
With athenaCollector, we are able to bill for all of our services, but it has been harder to manage...
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Manager
athenahealth has done much better lately with upgrades. The new leadership is more transparent with...
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Director
Billing in athenaCollector is very good and very reliable. The reporting functionality is robust,...
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Director
Scheduling is easy in athenaCollector. It is laid out very nicely and makes sense.
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COO
We are pretty happy with the overall product quality from athenahealth. I thought our implementation...
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Manager
athenaCollector is very smart, and it has a lot of rules that help us get all the dollars possible...
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Manager
It would be good if athenaCollector were a little more user friendly. There are a lot of clicks...
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VP/Other Executive
From a timeline perspective, there are some things that slip through the cracks here and there, but...
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VP/Other Executive
I would give the vendor a high rating for their ongoing support. It has actually gotten a little bit...
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VP/Other Executive
athenaCollector could be better in terms of communication with payers. Oftentimes, we have to build...
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VP/Other Executive
The vendor is starting to outsource a portion of initial implementations to an outside company, and...
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VP/Other Executive
The product gives the information that we need in a clear way to help us make decisions. It is a...
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Physician
This solution is an excellent practice management system. It is much better than our EMR....
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Physician
athenaCollector works very well. There are some things that we can't do with business analytics in...
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Physician
The vendor is not creating new technology, but they do continue to meet our needs.
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Physician
The vendor really only drives quality in practice management and financial reporting. I would give...
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