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athenaCollector
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Aaron Gleave
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KLAS Research Director - Aaron Gleave
 
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User Commentary

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VP/Other Executive

We have one flat price for athenaCollector, so I never have to delve into the invoices that I get. I...

Oct 2021
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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....

Oct 2021
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Manager

athenaCollector is doing better. The vendor's biggest problem has been that they are so tied into...

Oct 2021
||
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Manager

Overall, our billing team has been able to use athenaCollector to get some really great information....

Oct 2021
||
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Manager

The biggest thing that we are struggling with right now is that we have a large percentage of...

Oct 2021
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Manager

athena does implementations very well. We don’t get much training because we have been on athena's...

Oct 2021
||
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Manager

athenaCollector is very stable. It is always available, and it performs the same way all the time....

Oct 2021
||
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Manager

athena could improve athenaCollector by having better user interfaces and soliciting more user...

Oct 2021
||
(0)
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Manager

We had some issues with our patients when they tried to pay on the patient portal. We also had...

Oct 2021
||
(0)
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Manager

athenahealth’s support people need to be better educated. When we have issues, we just don't feel...

Oct 2021
||
(0)
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Manager

athenahealth can do better with their product enhancements and get a little more updated with...

Oct 2021
||
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Manager

We have experienced a lot more glitches in the last couple of years than we have before. Having the...

Oct 2021
||
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Manager

The reconciling process in athenaCollector could be a lot better. We have a hard time reconciling...

Oct 2021
||
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Manager

One thing we like about athenaCollector is that the explanation of benefits is attached to the posting....

Oct 2021
||
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Manager

We would like the assistance-request process, which athenahealth calls opening a case, to be...

Oct 2021
||
(0)
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Manager

I could probably think of 50 different things that I wish were different with athenaCollector. I...

Oct 2021
||
(0)
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Manager

athenahealth is aware that they have some issues and is working on them. athenahealth is doing some...

Oct 2021
||
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CEO/President

Our parent organization is requiring a change to another EMR across the organization, so we will no...

Sep 2021
||
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CEO/President

athenahealth has everything on one version. That is their selling point. There is an ebb and flow in...

Sep 2021
||
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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...

Sep 2021
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CEO/President

athenaCollector makes it really easy to see the history of a patient's balance, where it came from,...

Sep 2021
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VP/Other Executive

athenaCollector is nicely integrated with the whole athenahealth suite from billing to the office. I...

Sep 2021
||
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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...

Sep 2021
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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....

Sep 2021
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Manager

When the vendor does upgrades, they let us know before the upgrades are done, and that is good. We...

Sep 2021
||
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Manager

athenahealth has a lot of training modules, and we have calls with our representative on a regular...

Sep 2021
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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...

Sep 2021
||
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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...

Sep 2021
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CEO/President

The vendor's executive involvement actually falls off pretty significantly after implementation.

Sep 2021
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(0)
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Director

There are a few things in athenaCollector that I wish that the vendor would change. We can send the...

Sep 2021
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Director

The vendor's price structure gives us a set price. The vendor charges us a percentage of our...

Sep 2021
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Director

I don't have any recommendations for the vendor. They stay ahead of things. They look out and see...

Sep 2021
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(0)
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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...

Sep 2021
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Director

If an organization is looking for software that will do rural health claim billing, then they need...

Sep 2021
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(0)
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CEO/President

The coding program in athenaCollector is extremely cumbersome because it involves passing codes back...

Sep 2021
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(0)
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CEO/President

athenahealth's conversion team didn't spend any time addressing how to prepare for the conversion...

Sep 2021
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CEO/President

So far, athenahealth has kept their promises. However, one thing came up recently where we got an...

Sep 2021
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CEO/President

athenaCollector is a complex system, but overall, athenahealth's deal was just what we needed...

Sep 2021
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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...

Aug 2021
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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...

Aug 2021
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VP/Other Executive

Our athenaCollector product remains largely unchanged since we got it, apart from minor upgrades....

Aug 2021
||
(0)
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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...

Aug 2021
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(0)
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Manager

We don’t have a lot of follow-up from anyone from athena other than the account representative that...

Aug 2021
||
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Manager

There is a lack of training for the tag-on product, which is athenaCommunicator. We have struggled...

Aug 2021
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(0)
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Manager

As far as I am concerned, my satisfaction will probably stay the same. Someone else might say...

Aug 2021
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(0)
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Manager

Off the top of my head, there isn’t particularly anything that is a driving force. Questions come up...

Aug 2021
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(0)
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CEO/President

athenahealth keeps their promises today. There was a period of time when athenahealth was struggling...

Aug 2021
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(0)
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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...

Aug 2021
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CNO

athena has given us a lot of functionality that they don’t charge us additional fees for.

Aug 2021
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(0)
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CNO

The upgrade process with athena is about as good as it is going to get. There have been many...

Aug 2021
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(0)
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CNO

Customer service is definitely athena’s biggest downfall. It is bad; it is hard to communicate with...

Aug 2021
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(0)
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CNO

If we go to athena conferences or do their Webex meetings, they have their top-level people present.

Aug 2021
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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....

Aug 2021
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CNO

athena gets out ahead of things before I even know about them. athena holds their own, particularly...

Aug 2021
||
(0)
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Manager

The issue with the product working as promoted could very well be a training issue. Sometimes we...

Aug 2021
||
(0)
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Manager

The system is pretty much doing everything that we need it to do. The reports are great. I would...

Aug 2021
||
(0)
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Manager

I haven’t experienced issues, but my staff has given me feedback about the support. When they have...

Aug 2021
||
(0)
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Manager

We get what we pay for. We get everything that came in our package. Anything additional is usually...

Aug 2021
||
(0)
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Director

athenaCollector does some reporting, but the reporting is certainly not to the level that we would...

Aug 2021
||
(0)
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Director

athenaCollector has a good road map. The solution is not there yet, but the vendor is always trying...

Aug 2021
||
(0)
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Manager

We are left on our own to figure out updates, so I wouldn't rate athenahealth's implementation...

Jul 2021
||
(0)
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Manager

The vendors that athenahealth works with have high fees. Since we work with athenahealth, we use...

Jul 2021
||
(0)
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Manager

We recently transitioned over to a new account representative, and so far, things have been...

Jul 2021
||
(0)
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COO

We had to escalate some issues that we were having. It took several months of meeting with the...

Jul 2021
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COO

One of the worst things that the vendor does is using their online community to try to drive change....

Jul 2021
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(0)
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COO

The vendor sometimes misfiles CMS denials for things like DME, and they don't notify us when they...

Jul 2021
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(0)
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COO

The vendor promised reductions in staff, but that never completely materialized.

Jul 2021
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(0)
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Director

We have had a couple of reevaluations over the course of our relationship with athenahealth. Some of...

Jul 2021
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(0)
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Director

athenahealth is very focused on the quality management and paid-for-performance aspects, so things...

Jul 2021
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(0)
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CMO

I do not hear complaints about athenaCollector now, but I used to hear more. In the beginning,...

Jul 2021
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(0)
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CMO

Our doctors think that there is a necessary evil in paying for athenahealth to do their billing, and...

Jul 2021
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(0)
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CMO

When my friends in the medical field say that they are thinking of athenaCollector, I say that the...

Jul 2021
||
(0)
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CMO

One ding I hear about athenahealth is their call center. Sometimes there are longer wait times if...

Jul 2021
||
(0)
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Director

There are a few annoying things when we have changes to interfaces or integrations. athenahealth...

Jul 2021
||
(0)
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Director

athenaCollector does not meet all our needs. There are some gaps in the scheduling efficiency and in...

Jul 2021
||
(0)
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Director

Because of our longevity with the product, we often have to educate the vendor’s tier-one support...

Jul 2021
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(0)
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CEO/President

The practice management piece is where athena's problem is.

Jul 2021
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(0)
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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....

Jul 2021
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CEO/President

We have a problem with the quality of athena's support people. We have a client representative who...

Jul 2021
||
(0)
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CEO/President

If athenahealth would work a bit more on their patient portal, that would be nice. For some reason,...

Jul 2021
||
(0)
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CEO/President

I would tell others that athenaCollector is one of the better products out there. It is reasonably...

Jul 2021
||
(0)
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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...

Jul 2021
||
(0)
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CEO/President

The biggest issue I have with athenahealth is that our account representative changes all the time....

Jul 2021
||
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CEO/President

Our initial training from athenahealth was horrendous. They were not doing any one-on-one, on-site...

Jul 2021
||
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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...

Jul 2021
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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...

Jul 2021
||
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Manager

We have struggled to work with athenahealth to update our billing rules correctly. In general, we...

Jul 2021
||
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Manager

athenaCollector is weaker than athenaClinicals, but athenaCollector has gotten better. In the last...

Jul 2021
||
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Manager

We changed our clinic structure in such a way that we have new billing rules for CMS. We struggled...

Jul 2021
||
(0)
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Manager

I can definitely see where athenahealth is putting more resources into making athenaCollector more...

Jul 2021
||
(0)
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VP/Other Executive

I give athenaCollector high scores. One reason is athenahealth's customer service. Our experience is...

Jun 2021
||
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VP/Other Executive

athenaCollector is a really strong product. athena has been very intentional in building out a smart...

Jun 2021
||
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VP/Other Executive

I rated athenahealth lower on executive involvement because we want a partnership. We would love to...

Jun 2021
||
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VP/Other Executive

athenahealth could specifically work on their ambulatory surgical center software. They don't have...

Jun 2021
||
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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...

Jun 2021
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Analyst/Coordinator

The vendor's support is horrible. I have several support cases open, and athenahealth has marked...

Jun 2021
||
(0)
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Analyst/Coordinator

From the provider's perspective, this solution is very intuitive and easy to use. That is what sells...

Jun 2021
||
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Analyst/Coordinator

If we wanted to add another module, access our database, or write our own reports, the vendor would...

Jun 2021
||
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Analyst/Coordinator

When we first implemented the solution, some of athenahealth's implementation people didn't seem to...

Jun 2021
||
(0)
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Analyst/Coordinator

After our implementation, I had regular sessions with someone from athenahealth to talk about...

Jun 2021
||
(0)
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Analyst/Coordinator

athenaCollector is crowdsourced to some extent, like in offering up direct addresses. If we are...

Jun 2021
||
(0)
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Analyst/Coordinator

We have a customer satisfaction manager who is very accessible. We can call or email them at any...

Jun 2021
||
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CEO/President

athenahealth is getting better at keeping their promises. Shortly after we went live, it really...

Jun 2021
||
(0)
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CEO/President

The training for athenaCollector was a little poorer in the beginning, but it is getting a little...

Jun 2021
||
(0)
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Manager

The only downside to the athena system is that on occasion, I can't figure out the problem....

Jun 2021
||
(0)
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Manager

I would absolutely buy the system again. athena listens to their clients, visits every issue, and...

Jun 2021
||
(0)
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Manager

The athena system checks insurance for eligibility days ahead of time. It notifies us whether the...

Jun 2021
||
(0)
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Director

The tool is user friendly. It is very reliable and requires very minimal maintenance. The minimal...

Jun 2021
||
(0)
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Director

I am not seeing an upward trend with athenahealth. The support is horrible, and the response time is...

Jun 2021
||
(0)
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Director

There are some areas of enhancements that athenahealth is not focused on. I don't feel like the...

Jun 2021
||
(0)
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CEO/President

athenaCollector would have a better value if it had a lower price point. Its cost is a constant...

Jun 2021
||
(0)
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CEO/President

Our billing department is super happy with athenaCollector. The vendor comes out with updates fairly...

Jun 2021
||
(0)
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CEO/President

I have an athenahealth expert who I have to deal with. I communicate with that person...

Jun 2021
||
(0)
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Director

athenaCollector is strong because it is cloud based. That makes it stable, and athenahealth takes...

Jun 2021
||
(0)
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Director

athenaCollector is not geared specifically toward our specialty, and that has been an adjustment. We...

Jun 2021
||
(0)
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Director

One issue I have with athenaCollector is that we have a very popular type of insurance claim that...

Jun 2021
||
(0)
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Director

Initially, our experience with athenaCollector was that it worked fairly well. The compensation...

Jun 2021
||
(0)
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Director

A while ago, we did a large implementation, and athena completely missed the mark on that one. It...

Jun 2021
||
(0)
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CEO/President

We can't reach the top people at athenahealth. That is impossible.

Jun 2021
||
(0)
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CEO/President

athenahealth has specific support teams for each specialty.

Jun 2021
||
(0)
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Director

athena struggles to post payments accurately, and our interim rate adjustment increased our A/R....

Jun 2021
||
(0)
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Director

athena does well at generating a PIN and getting us to the right department right away, and that...

Jun 2021
||
(0)
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Director

Nothing is distributed knowledge. Despite assurances, athena doesn't have a deep understanding of...

Jun 2021
||
(0)
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Director

Our point person at athena is a rock star.

Jun 2021
||
(0)
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Director

The vendor is in great shape. However, our cost of collections is double the national average....

Jun 2021
||
(0)
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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...

May 2021
||
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COO

athenaCollector uses a traditional, calendar-based scheduling process. It requires the schedulers to...

May 2021
||
(0)
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COO

From a collection and billing standpoint, we are really happy with athenahealth. Our experience with...

May 2021
||
(0)
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COO

athenaCollector hasn't delivered exactly what the vendor promised. We still have to dedicate our own...

May 2021
||
(0)
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COO

The biggest problem with the system's quality is that we have workflows that are very specific, and...

May 2021
||
(0)
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CEO/President

With athenaCollector, dropped claims take forever to deal with if they go out of the system. The...

May 2021
||
(0)
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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...

May 2021
||
(0)
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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...

May 2021
||
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CEO/President

I have a team of collectors. Our outgoing claims work about 95% of the time. However, things can...

May 2021
||
(0)
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Director

There is no perfect system, but this system gets the job done. The system gives a practice the...

May 2021
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Analyst/Coordinator

The COVID-19 pandemic terribly disrupted some of the new things that would have been great if we...

May 2021
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Analyst/Coordinator

If the vendor and our internal organization were on the same page, things would run very smoothly....

May 2021
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Analyst/Coordinator

athenahealth needs to improve their integration support. They offshore the support to India. With...

May 2021
||
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Analyst/Coordinator

In terms of the CARES Act, there was a disconnect between athenahealth's legal representation and...

May 2021
||
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Analyst/Coordinator

athenahealth wants to charge for some of the integration costs that come from not being able to...

May 2021
||
(0)
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Analyst/Coordinator

What athenahealth is doing well recently is their senior leadership is publishing and being held...

May 2021
||
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Manager

I have worked on other systems that were far better than athenaCollector. I feel like it is lacking....

May 2021
||
(0)
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Manager

Since our implementation, I believe athena has put out some better training videos and some other...

May 2021
||
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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...

May 2021
||
(0)
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Manager

athenaCollector is supposed to work claims, and there are times when it is not working the claims in...

May 2021
||
(0)
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Manager

athenaCollector is a bit cumbersome to work with. The claims worklist does not give adequate...

May 2021
||
(0)
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Manager

Resubmitting a claim if payments from a payer have been made is frustrating, to say the least. There...

May 2021
||
(0)
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Manager

The implementation for athenaCollector was very poor. There was essentially no real support. It was...

May 2021
||
(0)
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Manager

athena now has a functionality where we can chat with a representative. That is really a great...

May 2021
||
(0)
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Manager

When working claims, the denial reasons overlap. For credits on an account, there are several...

May 2021
||
(0)
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Manager

The support I get when I have billing needs is great. If athenahealth sees that I am not getting...

Apr 2021
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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...

Apr 2021
||
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Manager

I would buy this system again. It is nice to have everything integrated. The system meets my needs....

Apr 2021
||
(0)
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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...

Apr 2021
||
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Nurse

athenahealth could improve their patient registration and process of picking an insurance package....

Apr 2021
||
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Nurse

We have pulled in someone from athenahealth that would understand our complaints and frustrations...

Apr 2021
||
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CEO/President

It is really hard to bill with athenaCollector. We switched to it because athenahealth would do our...

Apr 2021
||
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CEO/President

The product's ability to work as promoted is dismal. The UDS failed miserably, and the number of...

Apr 2021
||
(0)
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Nurse

athenahealth charges a lot. Anytime we want a special report built, athenahealth charges for X...

Mar 2021
||
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Nurse

athenaCollector's ease of use is very good. The system is pretty user friendly.

Mar 2021
||
(0)
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Nurse

We are supposed to upgrade to a new version of athenaCollector in the next several months. I don't...

Mar 2021
||
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Manager

The vendor got us interoperability within our lab and hospital, but they did not have the...

Mar 2021
||
(0)
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Manager

The system is fairly easy to navigate, and it works logically with our end users' workflow.

Mar 2021
||
(0)
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Manager

It is questionable whether this product is part of our long-term plans at this point. They are...

Mar 2021
||
(0)
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Director

Based on this year, I would not recommend this product to others. If an organization has a high...

Mar 2021
||
(0)
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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...

Mar 2021
||
(0)
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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...

Mar 2021
||
(0)
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Director

Having an account manager who is responsible and works hard and closely with our account is key....

Mar 2021
||
(0)
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Director

The system is easy to use. The vendor is very clear in their instruction, and they provide good...

Mar 2021
||
(0)
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Director

The vendor has an issue with the interface. It still works and serves its purpose, but it does have...

Mar 2021
||
(0)
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Director

We would purchase this product again. The system has its limitations, and no system is perfect. I...

Mar 2021
||
(0)
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Director

I would like faster resolutions to problems we are having from the vendor. The vendor also only...

Mar 2021
||
(0)
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Analyst/Coordinator

In the beginning, athenahealth avoided charging for every little thing, but things have been...

Mar 2021
||
(0)
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Analyst/Coordinator

The vendor's service is awful. The vendor has taken their phone support and outsourced most of it....

Mar 2021
||
(0)
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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...

Mar 2021
||
(0)
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Analyst/Coordinator

Upgrades are so bumpy with athenahealth. The vendor puts out quarterly upgrades, and a few weeks...

Mar 2021
||
(0)
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Director

athenahealth was leveraging a lot of the implementation services via a third-party team. I found the...

Jan 2021
||
(0)
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Director

My one big issue with athenahealth is that they don’t have an encounter number. They have claims and...

Jan 2021
||
(0)
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Manager

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

Jan 2021
||
(0)
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Manager

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

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

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

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

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

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

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

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

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

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

Jan 2021
||
(0)
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Manager

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

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

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

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

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

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

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

Jan 2021
||
(0)
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Analyst/Coordinator

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

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

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

Jan 2021
||
(0)
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Director

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

Jan 2021
||
(0)
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Director

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

Jan 2021
||
(0)
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COO

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

Jan 2021
||
(0)
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Manager

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

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

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

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

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

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

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

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

Nov 2020
||
(0)
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Physician

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

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

Nov 2020
||
(0)
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Physician

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

Nov 2020
||
(0)
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