athenaCollector Commentary
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Chris Clune
Research Director
KLAS Research Director - Chris Clune
 
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User Commentary

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CEO/President

Relationship

Over time, athenahealth's strategy has changed back and forth. They have tried to get out of their...

Feb 2024
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CEO/President

Relationship, Operations, Product

I would tell someone that athenaCollector is an excellent system, but people have to take the time...

Feb 2024
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CEO/President

Relationship

athenahealth tends to communicate changes and new items pretty frequently. The executive involvement...

Feb 2024
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CEO/President

Value

There are certain things with athenaCollector. The vendor has a cosourcing model, and there are...

Feb 2024
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Director

Relationship

When we have issues with new functionality because it is buggy or not quite right, the support isn't...

Feb 2024
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Director

Operations

The training from athenahealth is really good, but that is because I am paying extra. The training...

Feb 2024
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Director

Relationship

I have a customer service manager who is great, but they can only get me so far. Generally, what I...

Feb 2024
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CIO

Product, Value

Overall, athenahealth is pretty good if a customer can get a good rate. Obviously, athenahealth...

Dec 2023
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Director

Product, Value

With athenaCollector, our central billing office had to put in a rules engine to make sure that we...

Dec 2023
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Director

Relationship

We have executives from the vendor on our regular phone calls and meetings. The vendor's upgrades...

Dec 2023
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Director

Loyalty, Product

As AI gets better and better, the system should be able to look at what we are doing and put in the...

Dec 2023
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Director

Value

There is a lot of automation in athenaCollector, and there are a lot of potential support options...

Dec 2023
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Director

Relationship, Product

athenahealth has built a lot of support for billing for our type of organization, but the billing...

Dec 2023
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Director

Product

athenaCollector does what it needs to do. We don't always use it in the way that is best practice,...

Dec 2023
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Director

Relationship

I don't like athenahealth, and the root of that is their people don't know how to work with the...

Dec 2023
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COO

Product

The reports, data, and analytics in athenaCollector are strong. We push a lot of the collection,...

Dec 2023
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COO

Value

There are probably a lot more things that I don’t like about athenaCollector than things that I do...

Dec 2023
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COO

Relationship, Product

We have had issues with the claims alarms in athenaCollector, and athenahealth is unwilling to make...

Dec 2023
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COO

Relationship

The communication with athenahealth isn’t the best with posting unpostables. After they have made a...

Dec 2023
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Director

Relationship

athenahealth is pretty good about notifying us of glitches that are going on, the known causes, and...

Dec 2023
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Director

Product

athenaCollector is very robust in that it has a very robust rules engine, but the engine isn't...

Dec 2023
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Director

Relationship

We trust athenahealth to take an action when we want an action taken, but a lot of times, they don't...

Dec 2023
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Director

Operations

The vendor’s implementation was very insufficient. The vendor does upgrades based on input from the...

Dec 2023
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Director

Product, Value

Our goal in getting athenaCollector was to get the doctors on something they liked. The software...

Dec 2023
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Director

Product

One of my big issues with athenaCollector is trying to get medical records to an insurance carrier....

Dec 2023
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Director

Relationship

athenahealth’s phone support team is useless because we can tell them what the problem is, but they...

Dec 2023
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CIO

Relationship, Product

athenaCollector has historically been and continues to be athenahealth’s strong point. The fact that...

Dec 2023
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CIO

Product

We have some flexibilities that we need on our billing that are not in athenaCollector. Probably our...

Dec 2023
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CIO

Loyalty

One issue with athenaCollector is lagging, but athenahealth has a pretty aggressive road map on the...

Dec 2023
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CIO

Operations

When it comes to the implementation, athenahealth needs stronger people. They are stretched pretty...

Dec 2023
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Director

Relationship

The bad part about athenahealth is that there is a comanagement situation. We pay them to manage...

Dec 2023
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Director

Operations

We need to have a lot more training because the system is so robust. It took us months to really...

Dec 2023
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COO

Relationship

We have had service issues that have been known for years, and athenahealth is very slow to correct...

Dec 2023
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Analyst/Coordinator

Product

athenahealth is still using SNOMED codes to get to the ICD-10 diagnosis codes, and that is a problem...

Nov 2023
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Analyst/Coordinator

Product

Charge entries flow pretty smoothly most of the time in athenaCollector.

Nov 2023
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Analyst/Coordinator

Relationship

Right now, athenahealth’s support is really slow, and when we talk to them about it, they say that...

Nov 2023
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Analyst/Coordinator

Relationship

I have a really good CSM at athenahealth; they try to keep me advised of what is going on and inform...

Nov 2023
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Analyst/Coordinator

Loyalty, Relationship

athenahealth tells me there is something in the works that is going to make me happy. If they...

Nov 2023
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Director

Relationship, Product, Value

There are good and bad things with athenaCollector and synergies that can be had without...

Nov 2023
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Director

Operations

athenahealth’s implementation and go-live process has degraded recently. Additionally, we don't...

Nov 2023
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COO

Product

There is one thing we are not very happy with concerning athenahealth; since they are providing a...

Nov 2023
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COO

Relationship

The shared services model is helpful, and athenahealth is a good partner. We have a relationship...

Nov 2023
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COO

Product

There is a lack of customizability in terms of payment collections, reminders, customizability,...

Nov 2023
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COO

Relationship, Product

athenahealth needs to be more innovative in their analytics. They give us prebuilt dashboards that...

Nov 2023
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Director

Relationship, Product, Value

athenahealth is good at supporting resources, regardless of fluctuations in volume. We have a hybrid...

Nov 2023
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Director

Product

athenaCollector’s ease of use is one of the main things we like about it. The system's screens are...

Nov 2023
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Director

Relationship

athenahealth could improve long-standing issues, like certain processes that they need to utilize to...

Nov 2023
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Analyst/Coordinator

Operations, Product

athenaCollector is easy to use and easy to learn. I feel confident that I can train pretty much...

Nov 2023
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Analyst/Coordinator

Operations

athenahealth provides really good training resources. For upgrades, they provide videos and guides,...

Nov 2023
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Manager

Loyalty, Product

We have had very little exposure to other programs, and every so often, I think it might be good to...

Nov 2023
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Manager

Relationship

We deal with our client success manager, and they are usually able to solve issues for us. We have...

Nov 2023
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Manager

Product

The product is very complicated. It seems like all we do is register a patient, schedule their...

Nov 2023
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Manager

Loyalty, Operations, Product

There is always performance improvement. One thing with athenahealth is as we come to them with an...

Nov 2023
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Manager

Product

The product is very user friendly. It is easy to work around in terms of patient registration and...

Nov 2023
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Director

Relationship

The effectiveness and quality of the offshore support continue to be a sticking point. The support...

Nov 2023
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CIO

Loyalty, Relationship

We are not anxious to leave athenathealth. They are very well aligned with practice management, so...

Oct 2023
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CIO

Relationship

I can't think of too many times when athenahealth has lied to us, so I would say they are keeping...

Oct 2023
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Director

Product, Value

athenaCollector gives us the flexibility to implement custom rules that would stop us from sending a...

Oct 2023
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CIO

Operations

athenahealth offers training at any time on certain things. When they do have a new product, they...

Oct 2023
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CIO

Relationship

We have business review meetings with the vendor’s executives. They come down when they can. The...

Oct 2023
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CIO

Relationship, Product, Value

athenaCollector takes so much time and so many tasks off of our internal team. athenahealth handles...

Oct 2023
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CIO

Relationship

athenahealth has the right intentions. There is no other vendor who is watching us every day and...

Oct 2023
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Director

Product

athenaCollector has integrated well with payer systems to help us meet our quality goals. The vendor...

Oct 2023
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Director

Product, Value

athenaCollector doesn't meet all of our needs. It doesn't do anything for our specialty, and its...

Oct 2023
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Director

Relationship, Operations, Product

athenahealth does a good job of rolling things out for athenaCollector. They trial and error things...

Oct 2023
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Director

Operations

I enjoy what the vendor does with training for athenaCollector. They walk us through its screens and...

Oct 2023
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Director

Product

athenaCollector is pretty high tech. We like that it is integrated with our revenue cycle system and...

Oct 2023
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Director

Product

I don't think it is hard to pull reports from athenaCollector, but the system's reporting abilities...

Oct 2023
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Manager

Relationship, Product

One of the things athenahealth doesn’t do very well at all is transparency. They do a lot of stuff...

Oct 2023
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Manager

Relationship

We have a pretty good service manager, but with athenahealth, we have to open a case for every...

Oct 2023
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Manager

Operations

athenahealth does release updates periodically, and they have little training videos and release...

Oct 2023
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Manager

Loyalty, Relationship, Product

I like the product more than I used to because the vendor has been making some updates. I like that...

Oct 2023
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Manager

Relationship, Operations

We previously had a really great customer success manager at athenahealth, but the replacement for...

Oct 2023
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Manager

Culture, Value

athenahealth doesn't make very many promises. They charge us too frequently, but their charges often...

Oct 2023
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Manager

Operations

athenahealth does very well with implementations and upgrades. Those are their areas of expertise....

Oct 2023
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CEO/President

Relationship, Product

Our issues with athenaCollector are mostly related to posting. The posting errors are terrible....

Oct 2023
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CEO/President

Operations, Product

The software is not awful. Our claims do get out the door in a pretty timely manner. The way...

Oct 2023
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CEO/President

Operations

athenahealth just sends out a tutorial and expects us to view a video. I don't think that is really...

Oct 2023
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CEO/President

Product

athenaCollector integrates pretty well with other software. There haven't really been that many...

Oct 2023
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CEO/President

Relationship

The web support team supports us. We were having problems for a while, but when we put in cases now,...

Oct 2023
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CEO/President

Relationship

I have spoken to the executives multiple times. They won't fix things though. They lack the vision...

Oct 2023
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Manager

Operations, Operations

Everything for training is in athenahealth's help section. Using the training and looking for job...

Oct 2023
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Director

Relationship

athenahealth is very client oriented. We appreciate that. The vendor has designated client...

Sep 2023
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Director

Relationship

If I have to complain about anything with athenahealth, it will always be their client support. I am...

Sep 2023
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Director

Product

I like the system's real-time reporting abilities. We have the ability to run and create our own...

Sep 2023
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COO

Product, Value

athenahealth is supposed to keep up on changing rules, and there have been a couple that have...

Sep 2023
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COO

Value

The product is not cheap, and athenahealth does charge us quite a bit for extra things.

Sep 2023
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COO

Product

There is some missing functionality in athenaCollector. The problem is that we have no control over...

Sep 2023
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COO

Product

I like that everything is clean and very automated within the product. Things go out, come back, and...

Sep 2023
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COO

Product

Some improvements I would like to see would be to be able to build more front-end scrubs so that the...

Sep 2023
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Manager

Loyalty, Product

athenahealth’s product is a total integrated practice management solution. That is nice for us. As...

Sep 2023
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Manager

Operations, Product

There is a lot of granularity to athenaCollector. I get that because of how the vendor started out...

Sep 2023
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Manager

Relationship, Operations

I would like to see the team from athenahealth trained a little better. I feel like they are a bit...

Sep 2023
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Manager

Product

athenaCollector is user friendly for end users. It is the layout that makes it user friendly. We...

Sep 2023
||
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Manager

Relationship, Product

Sometimes we cannot balance things because there are times that the numbers just don’t match up in...

Sep 2023
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Manager

Product

It would be nice if athenaCollector could be a bit more customizable and could have more...

Sep 2023
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Manager

Product

athenaCollector is not very intuitive, and the product is cumbersome. It is just hard to work with athenahealth....

Sep 2023
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Manager

Relationship, Product

When the interface is down, a lot of times, we don't get any notification from athenahealth. We have...

Sep 2023
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Director

Product

There are definitely fewer challenges with regard to how we build and use athenaCollector than with...

Sep 2023
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Director

Loyalty, Product

athenahealth is working on a lot of improvements with integration. For example, they are working on...

Sep 2023
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CEO/President

Operations

The workflow in athenaCollector is very clean, and even a CEO can figure out how to use...

Aug 2023
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CEO/President

Value

Overall, athenaCollector is just a much easier system to use in a lot of ways. The product is very...

Aug 2023
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CFO

Value

As athenahealth has gone through a few private equity companies, the services have deteriorated...

Aug 2023
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CEO/President

Product

I like the fundamental integration of the athenaCollector product. The integration includes a lot of...

Aug 2023
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CEO/President

Product

athenahealth has started a process to automate OCR for things like ID cards and identifying the...

Aug 2023
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VP/Other Executive

Operations

athenahealth has a very well-developed training program. They have web-based training as well as...

Aug 2023
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VP/Other Executive

Relationship

We meet with our athenahealth account manager regularly, and we get a lot of information from them....

Aug 2023
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Manager

Operations, Product

athena always throws something little in athenaCollector during their regular upgrades. The things...

Jul 2023
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Manager

Product, Value

athenaCollector does some good because it makes us aware of things about payers that we may not be...

Jul 2023
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Manager

Operations

athena has overcome a lot with athenaCollections and processing claims. They lost a lot of people,...

Jul 2023
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Physician

Value

athenahealth takes a percentage of everything we do. They historically have not nickel-and-dimed us....

Jul 2023
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VP/Other Executive

Culture, Value

athenaCollector is very pricey, and I am not very pleased with athenahealth's pricing. They are...

Jul 2023
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VP/Other Executive

Relationship

I get frustrated sometimes with athenahealth’s online support team not really resolving issues the...

Jul 2023
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VP/Other Executive

Relationship

For the most part, athenahealth doesn’t claim to do something they are not going to do. They will...

Jul 2023
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Director

Product

athenaCollector is an easy system for the staff to use. The system is very clear and concise as to...

Jul 2023
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Director

Relationship, Value

athenahealth's product is not catered to our facility type, so we have had ongoing issues...

Jul 2023
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VP/Other Executive

Relationship, Product

athenaCollector’s strength is that it is user friendly for our providers as well as our staff....

Jul 2023
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Director

Culture, Relationship, Product

The salespeople said they could do interoperability between athenaCollector and our EMR, but they...

Jun 2023
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Director

Relationship

athenahealth does a good job of alerting people to what is coming up, but it seems like whenever...

Jun 2023
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Director

Product, Value

athenaCollector is pretty straightforward, so that is nice. It is clean, and it is pretty obvious...

Jun 2023
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Manager

Operations, Product

For upgrades, athenahealth gives templates with information, updates, videos, and demos well ahead...

Jun 2023
||
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Manager

Relationship

There are times when something happens without athenahealth informing me, but once I call the vendor...

Jun 2023
||
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Director

Product

We would like a credentialing process within the system so that we can say what doctors are allowed...

Jun 2023
||
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Director

Product

The product could be improved if the vendor created some steps on the front end to prevent denials...

Jun 2023
||
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Director

Product

When a patient sees a provider for the first time, we have to go in and create a new CPT code....

Jun 2023
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Director

Culture

The vendor does a good job with balanced budget agreement billing. They can create a claim for the...

Jun 2023
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Director

Relationship

I like the fact that the vendor posts on their to-do quickly. They can get items done quickly, and...

Jun 2023
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Director

Product, Value

We have patients that have Medicare, and Medicare payments come on a card. Those payments take a bit...

Jun 2023
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COO

Relationship

athenahealth does a good job of keeping up with insurance shenanigans. athenahealth does a good job...

May 2023
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COO

Product, Value

I would recommend more frequent quality assurance checks on payment posting validity. Over the last...

May 2023
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COO

Product

My biggest issue with athenahealth is that they don't give us any choice in merchant accounts; they...

May 2023
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Analyst/Coordinator

Relationship

When we have any type of issue with athenaCollector, we can create a case through the vendor’s help...

May 2023
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Analyst/Coordinator

Product

I have worked with other systems that have been more difficult and less user friendly, so I would...

May 2023
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Analyst/Coordinator

Relationship, Operations

Sometimes athenahealth helps us with things, and we have to undo what the vendor does. Our...

May 2023
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Analyst/Coordinator

Culture, Product, Value

athenahealth sells athenaCollector as a very transparent, reportable product, and their reporting...

May 2023
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Analyst/Coordinator

Loyalty, Relationship, Product

There are certain interfaces we hold that athenahealth’s team has worked very well with us on...

May 2023
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Analyst/Coordinator

Relationship, Product

athenahealth is offering claims working services that aren't really working for us, and we find they...

May 2023
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Manager

Product

We have a problem with athenaCollector. Patients are getting bills that they shouldn't be getting,...

May 2023
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Director

Product

The system's patient portal and app all need work. They are very outdated. With the system, we have...

May 2023
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Director

Product, Value

athenaCollector is very different than what we have internally. We have had to pull back a lot on...

May 2023
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Director

Loyalty, Product

The vendor is improving their scheduling capabilities and the way their system looks internally. We...

May 2023
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VP/Other Executive

Loyalty, Relationship, Operations

athenaCollector truly is a cloud service, so we are beholden to the vendor's schedule, but they give...

Apr 2023
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VP/Other Executive

Relationship

If I were talking to a peer about athenaCollector, I would tell them it is an excellent product. The...

Apr 2023
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VP/Other Executive

Loyalty, Relationship

I have been able to talk to an executive about some potential improvements, and I have found them to...

Apr 2023
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Manager

Relationship

Supposedly, athena does a lot of the work for us, but I am not sure they always do it very well....

Apr 2023
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Analyst/Coordinator

Operations

Previously, the vendor’s training was lacking, but they are trying to revamp it to make it more user...

Apr 2023
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Analyst/Coordinator

Relationship, Product

athenaCollector is getting better. The issues with staffing and COVID-19 hurt us a lot and put us...

Apr 2023
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Analyst/Coordinator

Product

Our staff has to do a lot of claim holds, so our staff has to input a lot of rules, and there ends...

Apr 2023
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VP/Other Executive

Loyalty, Loyalty

athenaCollector is one of the worst revenue cycle management platforms out there, but there are...

Apr 2023
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VP/Other Executive

Relationship, Relationship, Operations, Operations, Product, Product

The system has downtime, and athenahealth is inconsistent when it comes to applying updates....

Apr 2023
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VP/Other Executive

Relationship, Relationship

athenahealth's people aren't empowered enough to deliver on some things. They are siloed and...

Apr 2023
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VP/Other Executive

Product, Product

athenaCollector's anesthesia functions are horrible. They are an afterthought. We also had to build...

Apr 2023
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VP/Other Executive

Culture, Culture, Value, Value

athenahealth's business model is to charge for every single thing, and they are always looking for...

Apr 2023
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VP/Other Executive

Relationship, Relationship, Operations, Operations

Due to the vendor's web services, the vendor has been very good with integration. The one thing that...

Apr 2023
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Analyst/Coordinator

Product, Value

I like that we can build rules into the claims to try to support less manual labor from our billing...

Mar 2023
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Analyst/Coordinator

Product

It can be kind of an intricate process to build rules, and because athenahealth takes on some...

Mar 2023
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COO

Relationship, Product

athenaCollector meets our needs, but the vendor needs to do a better job of helping small group...

Mar 2023
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Manager

Relationship

When I have an issue, I have a lot of trouble getting to the right person and getting my issue...

Mar 2023
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Manager

Product, Value

Sometimes athena doesn't allow us enough time to apply a credit to an account a patient paid before...

Mar 2023
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Manager

Culture, Value

I would like for athena to improve the ease of paying a bill for an elderly patient. If athena is...

Mar 2023
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