athenaCollector Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Culture
athenahealth has a very narrow network of integrations. They have their partners, and if we look at...
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Value
athenahealth's technology is very far behind, and even the things they come out with are fairly...
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Operations, Product
athenaCollector is very easy to configure. It is very easy for us to add automation. Anyone who has...
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Product, Value
athenaCollector brings in the revenue. athenahealth gets a portion of that, and we get a portion of...
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Relationship, Operations, Product
athenahealth isn't very agile. I don't see consistency in the ways that their staff members work. I...
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Culture
A lot of athenahealth's charges are going to be rolled into their contractual cost, so if we are...
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Product
The product does a good job. It scans EOBs into the accounts. When we go in to pull up an account,...
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Value
One of our biggest issues is that the system has been making a lot of errors in the posting. Trying...
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Relationship
We do have an account manager, and that is good. We can call athenahealth's help desk, and...
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Loyalty, Value
As part of our package, we have a lot. However, there are additional services that users have to pay...
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Culture, Relationship, Operations
I meet with athenahealth regularly. They are good at telling me what the data says, but they don't...
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Relationship
Everybody has had a little bit of drama over the last little while with everything that happened...
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Relationship, Product
There are a few subcomponents where athenaCollector doesn't meet our needs. We try to automate a lot...
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Product, Value
We like athenaCollector because it is a very strong revenue cycle solution that allows the staff to...
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Culture, Relationship
athenahealth keeps their promises most of the time, but not all the time. They are very rigid, and...
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Loyalty, Value
I would potentially buy athenaCollector again depending on the situation. The reason we bought it in...
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Culture, Value
athenahealth isn't invested. They were invested in a hospital EHR and were trying to sell a unified...
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Loyalty, Value
I'm not really involved in the revenue side, but I feel as though athenahealth doesn't really avoid...
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Relationship, Product
athenahealth does frequent updates for athenaCollector, and almost inevitably for the first half of...
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Operations
I would say that I am highly likely to recommend athenaCollector to someone else, and that is based...
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Product
Our billing people use some interfaces to send and receive financial data with athenaCollector, and...
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Relationship
Based on conversations I have heard, the billing side is dissatisfied with a few features of...
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Relationship, Product
We create our own claims and scrub them along with the tools that athenahealth gives us. Claims go...
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Value
athenahealth avoids charging us for every little thing by having a flat rate. They do updates...
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Operations
In terms of training, athenahealth has some online things that we can look at. athenahealth's...
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Product
In terms of integration, athenahealth has a lot of marketplace vendors. However, there are some...
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Loyalty, Product
athenaCollector is a very robust system. However, I hate it. The vendor has a comanagement...
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Relationship
athenahealth is probably better than one of our other vendors when it comes to proactive service....
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Relationship
From a customer service standpoint, we have had a great relationship with our athenahealth account...
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Product
The reporting tools within athenaCollector have accessible, real-time data, and that is a great...
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Product
athenaCollector does not have as robust of an RCM capability as what exists in the market. Other...
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Product, Value
athenahealth’s products are all very top pieces of software, and if someone has the funds, I would...
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Relationship, Product
athenaCollector's ecosystem has not been improved in multiple years. We were told that there would...
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Relationship
Our service representative is excellent. athenaheath is pretty good about recent upgrades and...
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Relationship
We tried using athenahealth's enhanced claim resolution team. We have been using that team for a...
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Operations, Product
athenaCollector can do more because we are programming bots ourselves to work claims. When it comes...
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Culture, Relationship
athenahealth tries to hide as much as they can from me. I had a one-on-one with one of...
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Relationship
With athenahealth, we can put a ticket in or call. Quite often, we are best off putting a ticket in...
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Culture, Relationship
I would not buy athenahealth again if I knew then what I know now. I would probably give someone who...
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Relationship
athenahealth’s support would be better if we could get in contact more quickly with a person who has...
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Relationship
We get a running update from athenahealth to let us know if things go down each day. If we just...
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Relationship, Value
Overall, we have had a very positive experience with athenahealth. The athenaCollector platform has...
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Product, Value
athenaCollector is very easy. The ease of use to mine the data and find specific data we are looking...
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Relationship, Operations, Product
We have had areas of concern with athenahealth. The biggest area would probably be the...
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Operations
What athenahealth could do to increase my satisfaction with the quality and effectiveness of...
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Product, Value
On the interface side, working with athenahealth's interfaces and their mappings is difficult. I...
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Value
There are things athenahealth charges us for, but they technically avoid charging for everything.
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Relationship
With athenahealth, we put information in their ticket queue, and the vendor calls for more...
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Relationship
Sometimes we create cases for athenahealth’s customer support, and those cases take a long time for...
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Relationship
athenahealth could work on having support that is more knowledgeable and up-to-date on features....
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Relationship, Operations
athenahealth is continually revamping and updating the training that they provide. They listen for...
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Value
athenahealth doesn’t avoid charging us for every little thing. I know that as different features...
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Product
I would kick athenaCollector out if I could. It is so hard to use. For example, it has taken...
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Relationship
Most of the athenahealth people who we work with don't speak English. So when we ask them to try to...
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Relationship, Operations
athenahealth gives us instructions. However, when we ask them questions for clarification, they tell...
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Relationship, Product
The system is very outdated, and the vendor won't listen to anything that anyone has to say. We have...
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Relationship
athenahealth has no phone or web support, and they never answer any of our questions. If they do, it...
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Product, Value
On the athenaCollector side, we are using a lot of integrated products because athenaCollector...
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Product, Value
athenaCollector's strengths are that it gives billers the ability to see the things they need to see...
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Culture, Loyalty
athenahealth needs to convince their shareholders that investments in technology are required for...
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Product
I would like athenahealth to have more quality assurance in the payment posting aspect of what they...
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Relationship
athenahealth's CEO isn't friendly with their clients. We spoke to that person at one point, and we...
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Operations
athenaCollector is relatively easy to train on. The vendor has a good training portal. They have...
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Relationship
Athenahealth could improve by hiring people who know what they are doing. I have just been really...
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Value
Over the last several years, athenahealth has gotten away from enhancing their product in minute...
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Product
The technology for athenaCollector is good. The reporting and the bells and whistles the system...
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Product
athenaCollector should have a more robust capitation page. They have different tabs we can use for...
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Relationship, Product
One of the things we like about athenahealth is that they do bug fixes regularly and as needed, but...
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Value
RCM is a real strength with us in how we use athenaCollector. We would buy it again. We collect the...
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Relationship
We have documents or charges in a holding pattern, and athenahealth is in the process of trying to...
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Operations, Product, Value
athenaCollector is very intuitive. It is very straightforward and user friendly. We can pretty...
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Product
The services we provide are such a specific niche, so the billing workflows that we have set up with...
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Relationship
With the whole Change Healthcare ransomware attack that occurred, our organization was very pleased...
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Relationship, Product
athenahealth has been a great partner for us because what we do is so specific. There are just so...
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Culture, Loyalty, Value
The model that we have with the vendor is quite unique in that all of our specialists do all their...
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Product, Value
It is pretty seamless to collect everything within the billing within the EHR, so we are not having...
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Product
The only thing I would like improved within the system would be the ability to assign units to codes...
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Relationship
We have good connections, but it can be very time consuming to get the vendor to resolve our...
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Culture
One of the things that athenahealth told us they would work on when we first went live on the system...
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Loyalty, Value
Overall, we can get our jobs done with athenaCollector. It costs more than it should to do that...
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Operations, Value
I haven't had any major problems with athenahealth's implementation services. If the choice were up...
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Product
athenahealth doesn't allow certain basic interfaces with their product. We can't cancel a payment...
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Relationship, Product
athenahealth needs to understand the Medicare and Medicaid regulations of the states that they are...
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Loyalty, Relationship, Value
Working with athenahealth has cost us a lot of money and hasn't given us the ability to adapt to...
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Product
athenaCollector is a very difficult product. It has well over 100 queues that users have to work in....
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Product
athenaCollector definitely doesn't meet all of our needs. We are part of a larger healthcare...
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Relationship, Operations
There are always questions about the way that athenahealth handles some claims, and we wonder...
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Relationship, Product, Value
athenahealth does a lot of back-end billing for us. They have a we-do, you-do model. That means that...
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Loyalty, Relationship
athenahealth's executive involvement is actually pretty good. athenahealth keeps the majority of...
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Value
athenahealth has gotten better in terms of keeping promises. A couple of years ago, I would have...
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Value
With athenahealth, there are some added charges. They are not significant, but every once in a...
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Loyalty, Operations, Product
AI has solved some problems for us. I think the next step is probably AI within athenaCollector to...
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Relationship, Operations
athenahealth gives us a lot of resources, and we are notified of our upgrades well in advance.
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Loyalty, Product
Based on athenahealth’s road map that we have seen, I haven’t seen anything super exciting.
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Relationship
One positive thing about athenahealth is their community. They have a success community that other...
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Product
As far as the look of the system and the ability to drop the claims go, athenaCollector is easy....
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Product
We would not buy athenaCollector again just because we have realized that if we were able to control...
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Product
athenahealth could improve the reliability of the solution and their responsiveness. A lot of the...
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Operations
During the initial training for athenaCollector, we had to prod athenahealth for what we were...
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Product
athenaCollector definitely had less of a learning curve than we expected. The vendor is making...
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Product
athenahealth's product is all integrated in one system. That has been a big change for us. People on...
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Operations
For the billing piece, the training was a little slower, and we had to learn a lot on our own to...
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Operations, Product
When athenahealth is getting ready to do an upgrade or an update, they let us know in ample time so...
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Relationship
We have several separate offices, and athenahealth does an excellent job of keeping them separate...
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Product, Value
athenaCollector works well. I would definitely consider investing in it. We use athenahealth's...
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Operations, Product
When athenahealth sends an update, we just log in in the morning, and athenaCollector is updated....
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Value
athenahealth is very metric driven. When we started working with athenaCollector, we realized some...
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Relationship
With athenahealth, we meet regularly with a customer success manager, and we have had the same...
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Culture, Relationship
athenahealth says that if we have their financial product, we should be able to decrease our billing...
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Value
athenahealth has a lot of add-ons that could support our day-to-day functions. Some of those are for...
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Product
In theory, I like athenaCollectors' automated claims submissions as long as everything meets the...
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Relationship
Over time, athenahealth's strategy has changed back and forth. They have tried to get out of their...
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Relationship, Operations, Product
I would tell someone that athenaCollector is an excellent system, but people have to take the time...
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Relationship
athenahealth tends to communicate changes and new items pretty frequently. The executive involvement...
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Value
There are certain things with athenaCollector. The vendor has a cosourcing model, and there are...
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Relationship
When we have issues with new functionality because it is buggy or not quite right, the support isn't...
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Operations
The training from athenahealth is really good, but that is because I am paying extra. The training...
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Relationship
I have a customer service manager who is great, but they can only get me so far. Generally, what I...
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Product, Value
Overall, athenahealth is pretty good if a customer can get a good rate. Obviously, athenahealth...
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Product, Value
With athenaCollector, our central billing office had to put in a rules engine to make sure that we...
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Relationship
We have executives from the vendor on our regular phone calls and meetings. The vendor's upgrades...
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Loyalty, Product
As AI gets better and better, the system should be able to look at what we are doing and put in the...
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Value
There is a lot of automation in athenaCollector, and there are a lot of potential support options...
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Relationship, Product
athenahealth has built a lot of support for billing for our type of organization, but the billing...
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Product
athenaCollector does what it needs to do. We don't always use it in the way that is best practice,...
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Relationship
I don't like athenahealth, and the root of that is their people don't know how to work with the...
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Product
The reports, data, and analytics in athenaCollector are strong. We push a lot of the collection,...
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Value
There are probably a lot more things that I don’t like about athenaCollector than things that I do...
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Relationship, Product
We have had issues with the claims alarms in athenaCollector, and athenahealth is unwilling to make...
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Relationship
The communication with athenahealth isn’t the best with posting unpostables. After they have made a...
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Relationship
athenahealth is pretty good about notifying us of glitches that are going on, the known causes, and...
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Product
athenaCollector is very robust in that it has a very robust rules engine, but the engine isn't...
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Relationship
We trust athenahealth to take an action when we want an action taken, but a lot of times, they don't...
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Operations
The vendor’s implementation was very insufficient. The vendor does upgrades based on input from the...
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Product, Value
Our goal in getting athenaCollector was to get the doctors on something they liked. The software...
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Product
One of my big issues with athenaCollector is trying to get medical records to an insurance carrier....
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Relationship
athenahealth’s phone support team is useless because we can tell them what the problem is, but they...
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Relationship, Product
athenaCollector has historically been and continues to be athenahealth’s strong point. The fact that...
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Product
We have some flexibilities that we need on our billing that are not in athenaCollector. Probably our...
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Loyalty
One issue with athenaCollector is lagging, but athenahealth has a pretty aggressive road map on the...
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Operations
When it comes to the implementation, athenahealth needs stronger people. They are stretched pretty...
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Relationship
The bad part about athenahealth is that there is a comanagement situation. We pay them to manage...
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Operations
We need to have a lot more training because the system is so robust. It took us months to really...
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Relationship
We have had service issues that have been known for years, and athenahealth is very slow to correct...
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Product
athenahealth is still using SNOMED codes to get to the ICD-10 diagnosis codes, and that is a problem...
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Product
Charge entries flow pretty smoothly most of the time in athenaCollector.
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Relationship
Right now, athenahealth’s support is really slow, and when we talk to them about it, they say that...
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Relationship
I have a really good CSM at athenahealth; they try to keep me advised of what is going on and inform...
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Loyalty, Relationship
athenahealth tells me there is something in the works that is going to make me happy. If they...
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Relationship, Product, Value
There are good and bad things with athenaCollector and synergies that can be had without...
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Operations
athenahealth’s implementation and go-live process has degraded recently. Additionally, we don't...
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Product
There is one thing we are not very happy with concerning athenahealth; since they are providing a...
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Relationship
The shared services model is helpful, and athenahealth is a good partner. We have a relationship...
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Product
There is a lack of customizability in terms of payment collections, reminders, customizability,...
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Relationship, Product
athenahealth needs to be more innovative in their analytics. They give us prebuilt dashboards that...
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Relationship, Product, Value
athenahealth is good at supporting resources, regardless of fluctuations in volume. We have a hybrid...
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Product
athenaCollector’s ease of use is one of the main things we like about it. The system's screens are...
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Relationship
athenahealth could improve long-standing issues, like certain processes that they need to utilize to...
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Operations, Product
athenaCollector is easy to use and easy to learn. I feel confident that I can train pretty much...
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Operations
athenahealth provides really good training resources. For upgrades, they provide videos and guides,...
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Loyalty, Product
We have had very little exposure to other programs, and every so often, I think it might be good to...
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Relationship
We deal with our client success manager, and they are usually able to solve issues for us. We have...
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Product
The product is very complicated. It seems like all we do is register a patient, schedule their...
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Loyalty, Operations, Product
There is always performance improvement. One thing with athenahealth is as we come to them with an...
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Product
The product is very user friendly. It is easy to work around in terms of patient registration and...
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Relationship
The effectiveness and quality of the offshore support continue to be a sticking point. The support...
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Loyalty, Relationship
We are not anxious to leave athenathealth. They are very well aligned with practice management, so...
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Relationship
I can't think of too many times when athenahealth has lied to us, so I would say they are keeping...
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Product, Value
athenaCollector gives us the flexibility to implement custom rules that would stop us from sending a...
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Operations
athenahealth offers training at any time on certain things. When they do have a new product, they...
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Relationship
We have business review meetings with the vendor’s executives. They come down when they can. The...
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Relationship, Product, Value
athenaCollector takes so much time and so many tasks off of our internal team. athenahealth handles...
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Relationship
athenahealth has the right intentions. There is no other vendor who is watching us every day and...
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Product
athenaCollector has integrated well with payer systems to help us meet our quality goals. The vendor...
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Product, Value
athenaCollector doesn't meet all of our needs. It doesn't do anything for our specialty, and its...
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Relationship, Operations, Product
athenahealth does a good job of rolling things out for athenaCollector. They trial and error things...
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Operations
I enjoy what the vendor does with training for athenaCollector. They walk us through its screens and...
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Product
athenaCollector is pretty high tech. We like that it is integrated with our revenue cycle system and...
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Product
I don't think it is hard to pull reports from athenaCollector, but the system's reporting abilities...
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Relationship, Product
One of the things athenahealth doesn’t do very well at all is transparency. They do a lot of stuff...
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Relationship
We have a pretty good service manager, but with athenahealth, we have to open a case for every...
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Operations
athenahealth does release updates periodically, and they have little training videos and release...
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Loyalty, Relationship, Product
I like the product more than I used to because the vendor has been making some updates. I like that...
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Relationship, Operations
We previously had a really great customer success manager at athenahealth, but the replacement for...
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Culture, Value
athenahealth doesn't make very many promises. They charge us too frequently, but their charges often...
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Operations
athenahealth does very well with implementations and upgrades. Those are their areas of expertise....
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