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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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COO

Implementation and Training

The vendor has revamped all of their training, and that training is actually quite good.

Nov 2022
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COO

Relationship

We have a really good relationship with athenahealth, and a lot of that is because of our...

Nov 2022
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Manager

Functionality and Upgrades

We are implementing a digital check-in solution that actually integrates with athenaCollector....

Nov 2022
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Manager

Other Observations & Comments

Our problem with athenaCollector is really that we have had it for too long, so we have some old...

Nov 2022
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Director

Functionality and Upgrades

I like the revenue cycle processing functionality. I also like the rules athenahealth puts in place...

Nov 2022
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Director

Functionality and Upgrades

The system's ease of use is really good, but some things aren't intuitive.

Nov 2022
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Director

Functionality and Upgrades

I would like the customer billing piece to be improved. It is limited. If there is a balance due and...

Nov 2022
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Director

ROI / Cost (care and feeding)

athenahealth isn’t charging for every little thing. I put in suggestions, and the vendor either...

Nov 2022
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Director

Relationship

athenahealth has been delivering new technology that meets our needs. Ironically, the new technology...

Nov 2022
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Manager

Functionality and Upgrades

We are very happy with the reporting functionality in athenaCollector and with the work that...

Nov 2022
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Manager

Functionality and Upgrades

athenaCollector is pretty much a self-service software system, and it is not bad. The product has a...

Nov 2022
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Manager

Relationship

We worked through some posting issues with the program, but those issues caused big headaches for a...

Nov 2022
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Manager

Service and Support

We have a new customer service manager, and that person seems very responsive. We have had customer...

Nov 2022
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CEO/President

Service and Support

athenahealth does not have the manpower to complete the processes they need to in order to be...

Nov 2022
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CEO/President

Sales and Contracting

When we purchased the system, athenahealth said they were going to upgrade the scheduling system,...

Nov 2022
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CEO/President

Service and Support

athenahealth provides resources to help us, but we must find where those resources are. Unless we...

Nov 2022
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CEO/President

Functionality and Upgrades

If athenahealth does what they are supposed to, then athenaCollector is very helpful. It is great...

Nov 2022
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Director

ROI / Cost (care and feeding)

I like the product's ease of use and our ability to see what is going on behind the scenes. I can...

Nov 2022
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Director

Functionality and Upgrades

athenahealth delivers new technology on a regular basis. athenahealth manages the software in their...

Nov 2022
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Director

Service and Support

athenahealth has good support people who are responsive. If I have an open ticket, they don't let it...

Nov 2022
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Director

Relationship

We have an assigned representative that works with us on a regular basis. We have frequent calls...

Nov 2022
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Director

ROI / Cost (care and feeding)

athenahealth is overcharging us. They take a percentage of what we collect, and we are always trying...

Nov 2022
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Manager

Functionality and Upgrades

athenaCollector gives us the ability to get electronic eligibility and do electronic medication overrides....

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

I don’t have any intention to continue with athena. We have seen a significant decline in...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

The vendor provides pretty robust labor on the back end, and they post payments. They work on...

Oct 2022
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VP/Other Executive

Service and Support

I have open tickets with the vendor that haven’t been resolved for months, and those tickets are for...

Oct 2022
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VP/Other Executive

Lessons Learned

The product’s previous state is a great option, especially for small to midsized groups. I don’t...

Oct 2022
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Director

Relationship

We had a rough transition with athenahealth’s product, but then we reached our stride, and we have...

Oct 2022
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Director

Functionality and Upgrades

Our AR days are at a very good level, so we are happy with the product. athenahealth experienced...

Oct 2022
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Director

Service and Support

athenahealth thought they were making some strides, but we didn't see any changes. We have seen some...

Oct 2022
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Director

Relationship

Without a doubt, athenahealth waited too long to identify their backlog and create a plan of action....

Oct 2022
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Director

Relationship

athenahealth has made promises that they have not kept. I do not think they always know the scope of...

Oct 2022
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Director

Service and Support

When we brought up our concerns about promises athenahealth has not kept, they worked with us in...

Oct 2022
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Director

ROI / Cost (care and feeding)

Our invoices with athenahealth are very standard; we do not have a lot of nickel-and-diming from the...

Oct 2022
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Director

Service and Support

One of the things we should have looked at differently is athenahealth’s service metrics on manual...

Oct 2022
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CEO/President

ROI / Cost (care and feeding)

athenaCollector is not really my area, but I know that as far as credentialing with providers goes,...

Oct 2022
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CFO

ROI / Cost (care and feeding)

We have a large, complex group. Our implementations are pretty consistent, but we end up having to...

Oct 2022
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CFO

Functionality and Upgrades

I think that there are things that athenahealth could improve on, but for what the product does, it...

Oct 2022
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CFO

Interfacing and Integration

If the system has an Achilles heel, it is its integration. The product struggles to integrate with...

Oct 2022
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CFO

Functionality and Upgrades

As we push toward value-based care, there is a lot of the system that doesn't work really well. I...

Oct 2022
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CFO

Service and Support

I have zero problems working with people at athenahealth who are empowered to help me solve my...

Oct 2022
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Director

Service and Support

The level of support we get depends on the time of day that we call. We have to call first thing in...

Oct 2022
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Director

Service and Support

Some of the issues that we are having started a while back, and I have many claims that I can't bill...

Oct 2022
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Director

Functionality and Upgrades

One of the issues that we have had is with trying to get some new labs integrated within...

Oct 2022
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Director

Functionality and Upgrades

There are some things that athenahealth updates well to make the system function better and more...

Oct 2022
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Director

Functionality and Upgrades

There are things that are very frustrating about athenaCollector. Some of the vendor’s reporting...

Oct 2022
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Director

Win/Loss - Why they were selected (by current clients)

I would buy athenaCollector again because I really don’t like our current EHR system. But there...

Oct 2022
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Director

ROI / Cost (care and feeding)

Sometimes athenahealth is very good, and things are included. Sometimes there are reports that need...

Oct 2022
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VP/Other Executive

Relationship

athenahealth sends surveys to get their customers' input on what the vendor could improve. The...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

athenahealth doesn’t nickel-and-dime us at all, but it would be nice if the system were a little...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

There are some things that a partner group is doing that I would really like to see athenahealth do....

Sep 2022
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VP/Other Executive

Functionality and Upgrades

The system is pretty intuitive and easy to use. We don’t have challenges with staff learning the...

Sep 2022
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VP/Other Executive

Service and Support

The phone support and the web support could be improved in terms of timeliness. A lot of times, the...

Sep 2022
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VP/Other Executive

Relationship

athenahealth struggled this year with staffing, and therefore, they have not been able to meet...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The rules engine is very helpful in that it helps us assure that clean claims go out.

Sep 2022
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Manager

Relationship

athenaCollector schedules our patients and collects money. The product works fine. The vendor is...

Aug 2022
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Director

Service and Support

The support for athenaCollector on all ends is not living up to our expectations.

Aug 2022
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Director

Functionality and Upgrades

athenaHealth does a good job about having a lot of different scales of clients. The vendor's ability...

Aug 2022
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Director

Functionality and Upgrades

We have been having some issues with the administrative functions after an update. The functions...

Aug 2022
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Analyst/Coordinator

Relationship

athenaCollector is difficult because of the vendor's services. athenahealth has people that are...

Aug 2022
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Analyst/Coordinator

Technology

We have issues with athenaCollector. athenahealth has this system where they try to really help, and...

Aug 2022
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Director

Interfacing and Integration

It is quite nice that we don’t have to keep up the integration with the payers. We can keep up with...

Aug 2022
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Director

Interfacing and Integration

athenaCollector is not well integrated with other healthcare systems or third-party organizations,...

Aug 2022
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VP/Other Executive

Relationship

Overall, we are pretty happy with athenaCollector. Things have been up and down, but now things have...

Jul 2022
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VP/Other Executive

Relationship

athenahealth has to be more responsive. Customers used to be very important to the vendor...

Jul 2022
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VP/Other Executive

Relationship

It was difficult when we added athenaCollector. From day one, the team that uses it has not been...

Jul 2022
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Manager

Interfacing and Integration

athenaCollector is integrated with the portal and the EMR from athenahealth. athenahealth systems...

Jul 2022
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Manager

Functionality and Upgrades

athenaCollector could be better. The setup and the way it handles the billing process are very...

Jul 2022
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Manager

Relationship

It is a different world to have someone else working my claims like athenahealth. I am used to...

Jul 2022
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Manager

Technology

We feel like we are cleaning up things sometimes, and that can be frustrating. Before, we were...

Jul 2022
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Manager

Service and Support

Requests seem to go very smoothly. They are all tracked through cases that can be accessed at any...

Jul 2022
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Manager

Lessons Learned

If I were talking to a peer considering the product, I would say the enrollment section is something...

Jul 2022
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Manager

ROI / Cost (care and feeding)

athenahealth is up front with charges, and we are constantly able to negotiate as many additions as...

Jul 2022
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Analyst/Coordinator

Service and Support

The support team is probably the biggest negative in trying to support athenahealth’s product. The...

Jul 2022
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Analyst/Coordinator

Relationship

Rolling out new updates causes issues. We have test environments and test interfaces, and...

Jul 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

I have heard what it costs to have athenahealth’s product rather than some of the other ones on the...

Jul 2022
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CEO/President

Functionality and Upgrades

On athenaCollector, it is easy to get the cash in and to work with insurance companies. We do well...

Jul 2022
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CEO/President

Sales and Contracting

athenahealth sells one thing, and we get something else. athenahealth could improve the payment...

Jul 2022
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CEO/President

Lessons Learned

I would not recommend any of athena’s products because athena forces clients with athenaCollector to...

Jul 2022
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CEO/President

Relationship

athenahealth seems to be more focused on getting new clients than on keeping the old ones happy. The...

Jul 2022
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Manager

Implementation and Training

After the implementation of athenaCollector, we had to suggest a lot more training sessions than...

Jul 2022
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Manager

Functionality and Upgrades

One thing I would like for athena’s executives to consider is that athena uses a system of making...

Jul 2022
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Manager

Functionality and Upgrades

We have had some big issues with athenaCollector in terms of getting our clinic set up the correct...

Jul 2022
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Manager

Functionality and Upgrades

From the standpoint of someone managing a facility, it has been easy to set up the system to work...

Jul 2022
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Director

Relationship

The support from athenahealth is good. I have regularly occurring calls with our account managers.

Jul 2022
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COO

Service and Support

We can get passed around when we reach out to athenahealth with problems. Getting things to the...

Jul 2022
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COO

Functionality and Upgrades

athenaCollector is not intuitive for our end users. The product needs to have full integration with...

Jul 2022
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CIO

Service and Support

Based on everything I have seen and been involved with, athena’s support is good. However, if we...

Jun 2022
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Director

ROI / Cost (care and feeding)

I haven't come to a situation with athenahealth where the vendor was going to charge us extra. The...

Jun 2022
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Director

Interfacing and Integration

Everything in the system is integrated and works well.

Jun 2022
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COO

Functionality and Upgrades

The only reason to pick athena's system is to use it from a billing perspective because athena...

Jun 2022
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COO

ROI / Cost (care and feeding)

When people are looking at this system, I tell them that they are going to compare this product to...

Jun 2022
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Analyst/Coordinator

Other Observations & Comments

During the COVID-19 pandemic, athenahealth was not meeting their promised goals for timely posting....

Jun 2022
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Analyst/Coordinator

Functionality and Upgrades

athenaCollector offers transparency in revenue cycle management, so I am able to report on nearly...

Jun 2022
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Analyst/Coordinator

Functionality and Upgrades

I would like to have the ability to customize athenahealth's claims follow-up process when that team...

Jun 2022
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Analyst/Coordinator

Service and Support

We are disappointed in our account manager. athenahealth assigns somebody who we can reach out to if...

Jun 2022
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Manager

Functionality and Upgrades

athenaCollector can be more difficult to use than some of athenahealth's other modules because the...

Jun 2022
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Manager

Relationship

athenahealth does a great job at doing their research and providing forums for us to post questions...

Jun 2022
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Manager

Functionality and Upgrades

Sometimes it is frustrating when we have downtime in a busy clinic, but that may not all be...

Jun 2022
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Nurse

Functionality and Upgrades

There is room for improvement with athenaCollector. Our end users complain about the claims...

Jun 2022
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Nurse

Functionality and Upgrades

The ability for a patient to pay in multiple ways and the notifications that patients get in...

Jun 2022
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Nurse

Relationship

We are assigned a customer success manager to each account, and even though we have that personal...

Jun 2022
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CIO

Relationship

athenahealth takes a really long time to do things. They don't deliver on our timelines....

Jun 2022
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Manager

Relationship

Overall, athenahealth provides a good service, but they could make improvements. athenahealth could...

May 2022
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Manager

Service and Support

I want athenahealth's staff to be better trained on the issues. Sometimes it is easier not to log a...

May 2022
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Manager

Implementation and Training

Implementations and recent upgrades go smoothly with athenahealth. They are pretty good at getting...

May 2022
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VP/Other Executive

Relationship

The vendor is very siloed. One person knows just the piece for API for patients, and another person...

May 2022
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VP/Other Executive

Functionality and Upgrades

We have been able to bend athenaCollector to our will and basically make the product work for us....

May 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The vendor doesn't avoid charging for every little thing. The data extracts for the vendor's data...

May 2022
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VP/Other Executive

Implementation and Training

Once we received a resource on any task, we were able to get done what we needed to from an...

May 2022
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VP/Other Executive

Relationship

The vendor needs to improve their time frame for completing things. The vendor will eventually...

May 2022
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VP/Other Executive

Functionality and Upgrades

Implementation with external vendors is less than ideal. We have discovered issues with some of...

May 2022
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VP/Other Executive

Technology

We recently suffered downtime that lasted for a couple of hours. The last downtime we had was...

May 2022
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VP/Other Executive

Functionality and Upgrades

My app support team acts like a superuser access for our regular billing team. The team was able to...

May 2022
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VP/Other Executive

Functionality and Upgrades

The ease of use is poor in terms of the anesthesia part because charge entry is a nightmare. We have...

May 2022
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CEO/President

ROI / Cost (care and feeding)

I make a habit of looking at what systems are on the market every few years to see whether someone...

May 2022
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CEO/President

Relationship

athenahealth has had some little glitches over the years as they have reworked themselves as a...

May 2022
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Analyst/Coordinator

Service and Support

I am happy with the tools that athenahealth provides. We can go out and assess whatever issues we...

May 2022
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VP/Other Executive

Implementation and Training

There are plenty of opportunities to learn new things that athenahealth has put into place. They...

May 2022
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VP/Other Executive

Sales and Contracting

athenahealth keeps leaning heavily on their contract's force majeure clause, and it is causing us...

May 2022
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VP/Other Executive

Interfacing and Integration

athenaCollector’s integrations aren't perfect. We pay to get our own data back from the daily feed,...

May 2022
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Manager

Functionality and Upgrades

We really like the way the system's rules engine scrubs claims. It gives extra time back to billing...

Apr 2022
||
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Manager

Functionality and Upgrades

The list for working on on-hold claims is very available in the system, and it is easy to see at a...

Apr 2022
||
(0)
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Manager

Functionality and Upgrades

I like that the system is easily accessible under a patient's account. Users can see what they need...

Apr 2022
||
(0)
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Manager

Functionality and Upgrades

There are always little things in the system that I would like to see be improved, but the biggest...

Apr 2022
||
(0)
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Manager

Service and Support

The quality of support depends on who we get in touch with. athena is very departmentalized.

Apr 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

The vendor is on the cutting edge of interfaces. We have so many different interfaces. The vendor is...

Apr 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The vendor is always putting new features and functionality into the system. We get something new...

Apr 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

We are big fans of the system. When the vendor does the initial round of collections, they do a...

Apr 2022
||
(0)
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VP/Other Executive

Relationship

The vendor has to be a partner to some extent because they are so integrated. We have regular...

Apr 2022
||
(0)
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COO

Functionality and Upgrades

The product is a Band-Aid in that we need to acquire third-party vendors to fill gaps for things...

Mar 2022
||
(0)
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Manager

Functionality and Upgrades

The product is complicated to use. athenahealth updated the product, so there is one screen where we...

Mar 2022
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Manager

Implementation and Training

athenahealth has boatloads of training. It is self-initiated training, so we have to choose to sit...

Mar 2022
||
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Director

Functionality and Upgrades

I can navigate through athenaCollector very easily. It is unique for the management team because...

Feb 2022
||
(0)
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Director

Implementation and Training

We implemented athenaCollector during the COVID-19 crisis. Because of all the restrictions, we had...

Feb 2022
||
(0)
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Director

Functionality and Upgrades

We have great templates in athenaCollector that are flexible, and we can tweak them here and there...

Feb 2022
||
(0)
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Physician

Implementation and Training

The training and implementation of the system is total chaos for the first few weeks to a month, but...

Feb 2022
||
(0)
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Physician

Implementation and Training

The updates we have had to the system have been very smooth and not disruptive. The online updates...

Feb 2022
||
(0)
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Physician

Service and Support

The vendor's support teams are really good about being proactive, and our customer service manager...

Feb 2022
||
(0)
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Director

Relationship

athena’s interface team is very strong, but their interface standards are not consistent with...

Feb 2022
||
(0)
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Director

Other Observations & Comments

For the right organization, athenaCollector can be a good fit, but organizations really need to...

Feb 2022
||
(0)
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Director

Interfacing and Integration

I really enjoyed working with athena's technical team, but the vendor's overall architecture on...

Feb 2022
||
(0)
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Director

ROI / Cost (care and feeding)

When we want to do certain things with athenaCollector, we have to buy the vendor's services to do...

Feb 2022
||
(0)
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Director

Functionality and Upgrades

I swear athena does their releases weekly. They have a very iterative platform.

Feb 2022
||
(0)
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Director

Future Outlook

We will not be working with athena in the future, but they have been responsive in spite of that.

Feb 2022
||
(0)
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Director

Functionality and Upgrades

The software is great for what it does. It has great learning tools and is very straightforward. The...

Feb 2022
||
(0)
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Director

ROI / Cost (care and feeding)

The product’s reporting is horrible because it is very prescriptive, so athena won't let us hit the...

Feb 2022
||
(0)
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Director

Functionality and Upgrades

athenaCollector is athenahealth's sweet spot because they originated in practice management. The...

Feb 2022
||
(0)
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 or  to see details.

Director

Functionality and Upgrades

The biggest gap for athenaCollector is the payment estimator for the time of service, including...

Feb 2022
||
(0)
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 or  to see details.

Director

Functionality and Upgrades

The schedule administration, appointment-type management, and template management are complex in...

Feb 2022
||
(0)
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Director

Service and Support

athenahealth is proactive in terms of engaging in regulatory changes and keeping an eye on the...

Feb 2022
||
(0)
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VP/Other Executive

Sales and Contracting

One of athenahealth's advantages is that lot of their services are included in the normal fee. That...

Feb 2022
||
(0)
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CIO

ROI / Cost (care and feeding)

athenaCollector is on the expensive side of things, but we get really good RCM work from it. The...

Jan 2022
||
(0)
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CIO

ROI / Cost (care and feeding)

I would probably buy athenaCollector again. athenahealth does a lot of things well, and I would...

Jan 2022
||
(0)
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 or  to see details.

CIO

Future Outlook

We regularly evaluate athenaCollector. We have grown significantly, and our default model is to move...

Jan 2022
||
(0)
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CIO

Relationship

The biggest downside of athenahealth's systems is that they use a general-practice model. That...

Jan 2022
||
(0)
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CIO

Relationship

athenahealth tends to have a lot of pretty ideas, but when and how those ideas actually come through...

Jan 2022
||
(0)
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CIO

ROI / Cost (care and feeding)

We have done a pretty good job of getting our contract to a point where we aren't nickel-and-dimed...

Jan 2022
||
(0)
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Manager

Functionality and Upgrades

The A/R days probably need to be reconfigured. They are set up in a fashion that is a little bit too...

Jan 2022
||
(0)
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Manager

Relationship

athena has such a robust billing system. If a claim needs some work, athena will actually do the...

Jan 2022
||
(0)
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COO

Other Observations & Comments

athenahealth was just purchased by some new private equity firms. I don't know how athenahealth is...

Jan 2022
||
(0)
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COO

Sales and Contracting

athena does a nice job of making sure they don't oversell their product. I have never had a sales...

Jan 2022
||
(0)
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COO

Functionality and Upgrades

Because athenaCollector is a web product, system changes take place across athena's network of...

Jan 2022
||
(0)
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COO

ROI / Cost (care and feeding)

There are not a lot of à la carte items to purchase for athenaCollector. We get what we get.

Jan 2022
||
(0)
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Director

Relationship

I felt completely betrayed and misled with athenaCollector. We have to manually touch claims much...

Jan 2022
||
(0)
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Director

ROI / Cost (care and feeding)

We are having to buy extra products for athenaCollector because of things we didn't know that the...

Jan 2022
||
(0)
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Director

Functionality and Upgrades

The eligibility verification of athenaCollector is far inferior to what we were using before. The...

Jan 2022
||
(0)
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Director

Other Observations & Comments

We know athenaCollector has the ability to pull in medical records from other systems, like Epic's...

Jan 2022
||
(0)
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CMO

Service and Support

We haven't received a lot of support from the vendor. We often have to look up CPT codes on the...

Jan 2022
||
(0)
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 or  to see details.

CMO

Implementation and Training

Our initial training was very rushed. During our go-live, the vendor brought in people with no...

Jan 2022
||
(0)
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 or  to see details.

CMO

Functionality and Upgrades

The vendor's upgrades are pretty good. The vendor is able to do upgrades in the background, and our...

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMO

Future Outlook

athenahealth outsources their support to an offshore company, but that company's people don't do a...

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMO

Functionality and Upgrades

athenaCollector's clinical software runs very smoothly and handles documentation very well. However,...

Jan 2022
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Future Outlook

athena does share things with us from time to time. Right now, I see that they are working on claim...

Jan 2022
||
(0)
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Analyst/Coordinator

Service and Support

Working with athena has been a positive experience. Usually, with our customer success manager, we...

Jan 2022
||
(0)
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Director

Functionality and Upgrades

There are some reports that I would like to see in the system. Those reports might already be in the...

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Service and Support

athenahealth's support people initially give canned answers. We have to dig a little before we can...

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Service and Support

I would give athenahealth a little bit of a low score for their phone and web support because of the...

Jan 2022
||
(0)
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CEO/President

Relationship

athenahealth has done a better job of being proactive in the last couple of years. They are pretty...

Dec 2021
||
(0)
 Thank you  Helpful

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CEO/President

Relationship

I love athenaCollector's model. The vendor has skin in the game, so the better that we do, the...

Dec 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

Functionality and Upgrades

I would like athenahealth to stay in their lane. They do some things very, very well. But when they...

Dec 2021
||
(0)
 Thank you  Helpful

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CEO/President

Sales and Contracting

When we were doing our first evaluation of athenaCollector, the vendor said that it could do pretty...

Dec 2021
||
(0)
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