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athenaCollector Comments
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Subject Expert
Commentary Summary
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User Commentary
Manager
Service and Support
athena has been very good about providing additional information and resources to help us through COVID-19....
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Manager
Functionality and Upgrades
There are still some issues to work out. The vendor is pretty good at coming up with new technology....
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VP/Other Executive
Functionality and Upgrades
The vendor has made some changes to what they support within the last year, and I haven't been...
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VP/Other Executive
ROI / Cost (care and feeding)
Due to our pricing structure, I know exactly what our charges are going to be every month. At the...
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VP/Other Executive
Functionality and Upgrades
The best thing about athena's system is that we can see everything. If we put the map in the system,...
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VP/Other Executive
Relationship
The vendor sends us information all the time. They are always trying to innovate and be forward...
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VP/Other Executive
Sales and Contracting
The gap between the sales pitch and reality was a little bit too big. I haven't seen a sales pitch...
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VP/Other Executive
Other Observations & Comments
There is some inconsistency in the vendor's electronic funds transfer management that they need to...
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VP/Other Executive
Service and Support
The vendor's support is pretty responsive when we have collector issues. If we have some problem...
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Manager
Service and Support
The vendor is very good at educating us and telling us what is going to happen and giving us...
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Manager
Service and Support
athena tries to keep all their promises. But sometimes certain promises fall lower on their priority...
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Manager
Service and Support
athena has a site where clients can enter suggestions, and they will fix things based on how many...
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Manager
Functionality and Upgrades
athenaCollector is easy to use. It is just time consuming, and there are a lot of clicks. Once...
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Manager
Service and Support
Nine times out of ten when we open a case, the answer we get from the support people is...
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Manager
Relationship
We have an account manager from athena who is awesome. That person helps us with everything we need....
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Manager
Implementation and Training
If I recommended athena to friends, they would have to go through a go-live. And that would be...
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Analyst/Coordinator
Other Observations & Comments
The theme we see is that athenahealth almost gets things right, but then they let us down. I would...
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Analyst/Coordinator
Service and Support
We often let athenahealth know about problems before they know about those problems. athenahealth is...
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Analyst/Coordinator
Lessons Learned
I am not sure whether athenahealth keeps all of their promises. They at least don't keep their...
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Manager
Functionality and Upgrades
With athenaCollector, we are able to bill for all of our services, but it has been harder to manage...
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Manager
Service and Support
athenahealth has done much better lately with upgrades. The new leadership is more transparent with...
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Director
Functionality and Upgrades
Billing in athenaCollector is very good and very reliable. The reporting functionality is robust,...
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Director
Functionality and Upgrades
Scheduling is easy in athenaCollector. It is laid out very nicely and makes sense.
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COO
Functionality and Upgrades
We are pretty happy with the overall product quality from athenahealth. I thought our implementation...
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Manager
Functionality and Upgrades
athenaCollector is very smart, and it has a lot of rules that help us get all the dollars possible...
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Manager
Functionality and Upgrades
It would be good if athenaCollector were a little more user friendly. There are a lot of clicks...
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VP/Other Executive
Relationship
From a timeline perspective, there are some things that slip through the cracks here and there, but...
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VP/Other Executive
Service and Support
I would give the vendor a high rating for their ongoing support. It has actually gotten a little bit...
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VP/Other Executive
Interfacing and Integration
athenaCollector could be better in terms of communication with payers. Oftentimes, we have to build...
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VP/Other Executive
Implementation and Training
The vendor is starting to outsource a portion of initial implementations to an outside company, and...
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VP/Other Executive
Functionality and Upgrades
The product gives the information that we need in a clear way to help us make decisions. It is a...
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Physician
Functionality and Upgrades
This solution is an excellent practice management system. It is much better than our EMR....
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Physician
Other Observations & Comments
athenaCollector works very well. There are some things that we can't do with business analytics in...
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Physician
Relationship
The vendor is not creating new technology, but they do continue to meet our needs.
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Physician
Functionality and Upgrades
The vendor really only drives quality in practice management and financial reporting. I would give...
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Analyst/Coordinator
Service and Support
The vendor does a great job of support with their upgrades. During the COVID-19 pandemic,...
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Analyst/Coordinator
Implementation and Training
The vendor has good videos, but the videos are a little difficult to navigate. That is my only...
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Analyst/Coordinator
Service and Support
The vendor's support people don't answer our questions appropriately when we open cases. The people...
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Analyst/Coordinator
Relationship
We have a vendor executive who we can escalate issues to. The vendor always asks us to open a case...
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Manager
Service and Support
I don't usually get my questions answered when I ask for web support. I hear back, but the support...
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Manager
Relationship
There is a section on the home screen that we see all the time that alerts us when there are any...
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Manager
Functionality and Upgrades
My biggest beef with the software is getting money in the door. The A/R functionality is difficult...
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Manager
Functionality and Upgrades
I like the vendor's billing summary screen. I like the claim worklist design. I like the way we can...
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Manager
Functionality and Upgrades
I want athena to improve the appointment scheduling display. It stacks providers on top of each...
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Director
ROI / Cost (care and feeding)
The billing side is pretty good. We thought we would be able to reduce our number of staff members...
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CEO/President
ROI / Cost (care and feeding)
athena doesn’t charge for every little thing, and that is very nice.
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CEO/President
Lessons Learned
I like the product. It does a really good job, but my needs are constantly changing because I work...
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CEO/President
Functionality and Upgrades
I am kind of sandwiching every criticism with a compliment, but that is just the reality of things....
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Manager
Other Observations & Comments
I can’t give athenahealth a perfect score for not charging for every little thing. There are a lot...
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Manager
Service and Support
The system does as good of a job as it can. I wish that athenahealth didn’t outsource their billing;...
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VP/Other Executive
Relationship
The key thing to athenahealth is their team and customer service across all of their offerings....
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VP/Other Executive
Relationship
athenahealth's executives are very involved in the sales process, but not so much after that.
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Director
Implementation and Training
athenahealth was pretty good with the implementation; they offered a lot. When we implement new...
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Director
Functionality and Upgrades
It isn't easy to find an insurance package in the system, and using some of the reporting...
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Director
Other Observations & Comments
With athenahealth, we get assigned an account manager. athenahealth has made some minor...
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CEO/President
Future Outlook
athenahealth is not part of our long-term plans. We have to get rid of athenahealth's system because...
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Director
Service and Support
I don't think that the vendor has exceeded my expectations, but at this point, changing to a new...
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Director
Functionality and Upgrades
Interfacing has limitations. Whenever anything in the healthcare or payer industry makes a change to...
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Director
Relationship
The vendor's account manager does a good job and tries his or her very best to work with me.
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Director
Service and Support
The vendor's support is very hierarchy based. I need to go through different ways to reach out to...
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Director
Functionality and Upgrades
The solution is easy to use, and it is good for my staff to use.
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Manager
Functionality and Upgrades
Everything works very well. We have never had anything sold to us that didn’t work the way that...
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Manager
Service and Support
athenahealth's support has improved in recent months. We went through a little transition where I...
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Manager
Other Observations & Comments
There has been a tremendous amount of information provided by athenahealth throughout the pandemic,...
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Physician
Service and Support
The vendor has helped us through the pandemic on the billing side with telehealth. They have tried...
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Physician
Other Observations & Comments
Our revenue cycle folks continue to make sure that athena doesn’t write off things that shouldn’t be...
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CFO
Functionality and Upgrades
Before we went with athena, we had a very low denial rate for many consecutive months. Now I can...
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CFO
Relationship
We didn’t want claims going out the door incorrectly, so we didn’t utilize the system for several...
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CFO
Functionality and Upgrades
athenahealth doesn’t have everything that we need to be truly patient centered. If they had the...
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CFO
Other Observations & Comments
A lot of promises have been made to us by athena on the revenue side. I was very hesitant to go with...
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CFO
Service and Support
athena hasn’t supported us very well through the COVD-19 crisis. Nobody was expecting the pandemic;...
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CFO
Service and Support
The downside of athena is that there is no flexibility. They are very rigid in that they control...
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CFO
Functionality and Upgrades
The tax management side is centered around athena's proprietary rules engine. The problem that we...
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CFO
ROI / Cost (care and feeding)
athena nickel-and-dimes to some extent. One of the arguments we are having with them is about how I...
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CFO
Relationship
I don’t like how controlling the vendor is. We had to choose their bank, and we had to use a certain...
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CFO
Technology
The system hasn’t changed in the years that we have been with athena. They have no focus or vision....
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CFO
Service and Support
If athena gets the outcomes right, the support is not as important. We have had three or four...
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VP/Other Executive
Functionality and Upgrades
athenahealth allows us to identify our CARES Act payments within athenaCollector very easily and...
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VP/Other Executive
Technology
athenaCollector is extremely complex. Streamlining some of the configurations that we can do would...
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VP/Other Executive
Other Observations & Comments
athenaCollector is a very complex code set, and it has gotten more complex through time....
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Physician
Service and Support
The vendor has given us some words of empathy, but there really hasn't been anything else that has...
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Physician
Other Observations & Comments
So far, the vendor has been good about keeping their promises, but they aren't perfect. Overall,...
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Physician
Other Observations & Comments
The vendor's model is nice because we are just paying a percentage of our revenue and advances. The...
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Physician
Relationship
We have a very good contact from athenahealth. One of the problems has been that every year or two,...
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Physician
Other Observations & Comments
Our systems have to work together. We have a nice bidirectional interface with athenaCollector that...
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Manager
Relationship
athena probably hasn’t kept all their promises in the last year. We have started quite a few...
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Manager
Service and Support
We absolutely wish athena were more proactive on the collections side. When we look at the data on a...
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Manager
ROI / Cost (care and feeding)
With athenaCollector, our A/R days are very low. I have a limited number of people working on that...
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Manager
Functionality and Upgrades
Overall, I would not want to work for an office that doesn’t have the athena system because of all...
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CIO
Other Observations & Comments
Things are going pretty well. athenahealth's product has been here for a while, so we have settled...
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CIO
ROI / Cost (care and feeding)
With athenahealth, we don’t just get rid of our business office and our collections people. We still...
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CIO
Functionality and Upgrades
athenahealth is not good at rural billing for rural clinics. That billing is different, and we have...
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VP/Other Executive
Implementation and Training
athena’s training was pretty rusty. The people that were brought on weren’t very knowledgeable about...
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VP/Other Executive
Relationship
athena is not proactive. We have a decent representative, but that person never seems to get any...
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VP/Other Executive
Functionality and Upgrades
athena does avoid charging for every little thing. They take their cut of our total billing. But we...
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Manager
Relationship
The vendor has been very responsive throughout the pandemic situation. They were on the leading edge...
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Manager
Sales and Contracting
With athena, we don’t get that used-car salesman feeling. When most people are trying to sell us...
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Manager
Functionality and Upgrades
athenaCollector is the easiest system to use by far. athena does a really good job on the PM side.
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Manager
Interfacing and Integration
The vendor is always striving to be innovative and be on the cutting edge. athena was one of the...
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Manager
Relationship
It is not uncommon to have executive involvement. If we are working on a project and need something...
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Manager
Future Outlook
I don’t foresee athenaCollector going anywhere. In some of our other large markets, we have...
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Manager
Implementation and Training
For users, the solution is extremely simple to learn. Users can undo anything. If they make a...
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Manager
Service and Support
The vendor's support people have always been there for us. When we go into the system and click that...
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Manager
ROI / Cost (care and feeding)
The vendor doesn't get paid unless we get paid, so it is in their best interest to make sure we get...
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Manager
Future Outlook
The changes that athena is going to implement are the best that I have seen them implement in the...
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Manager
Functionality and Upgrades
I do recommend the system whenever somebody asks me about it. I just wish that it were a little more...
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Director
Service and Support
athena has been very good and accommodating. We work inside the product's workflow, but there are a...
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Director
ROI / Cost (care and feeding)
athena takes a percentage of what we collect. I don't know exactly what the percentage is. athena's...
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Director
Service and Support
The web support is great. We have an account manager who contacts us about major issues. The account...
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Manager
Functionality and Upgrades
Everyone loves athenaCollector, and it is as good as anything I have seen. The athenahealth products...
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Manager
Interfacing and Integration
athenaCollector doesn't fully communicate with athenaClinicals, so some of the table’s bases don’t...
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Director
ROI / Cost (care and feeding)
If I had my way, the vendor would absolutely be part of our long-term plans. However, due to mergers...
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Director
Functionality and Upgrades
The vendor's communication about upgrades is superior. They tell us everything about new releases....
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Director
Functionality and Upgrades
The system is very intuitive and transparent. It is really hard not to figure out what we are doing....
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Director
Relationship
The vendor is very proactive. I would like the vendor's account manager to be more of a subject...
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Director
Functionality and Upgrades
athenaCollector has significantly helped our revenue cycle performance. We are absolutely getting...
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Director
Functionality and Upgrades
We get very good revenue cycle performance with athenaCollector, but that is with a combination of...
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Manager
ROI / Cost (care and feeding)
athenaCollector was a tough sell. Our physician owners kept choking on the athenahealth fee. The...
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Manager
Functionality and Upgrades
It was so painful when our previous vendor did an upgrade. We had to upgrade every one of our...
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Manager
Functionality and Upgrades
I would give athenahealth the highest score for delivering new technology that meets our needs. They...
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Manager
Relationship
With athenahealth, a few people from our organization went to their annual get-together. The...
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Director
Other Observations & Comments
My score for ongoing training is in the middle. It is adequate.
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Director
Functionality and Upgrades
I like that patients can keep a card on file and make payment arrangements pretty easily with the...
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Director
Functionality and Upgrades
I would like to see more consistency with the patient communication. Whether by phone or email, the...
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CIO
Service and Support
The support team took a step back during athenahealth’s transition period. The vendor let a lot of...
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CIO
Relationship
Our own personal relationship with athenahealth and their executives took a step back when...
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CIO
ROI / Cost (care and feeding)
athenahealth gets the majority of their revenue from collection fees, so they usually don't...
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CIO
Functionality and Upgrades
The only complaint I have had since day one is about the imperfect charge capture solution. The...
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CIO
Other Observations & Comments
There haven’t been a lot of changes with athenaCollector, but it probably hasn't needed as many...
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CEO/President
Service and Support
With all due respect to my front-end staff members, they are people with high school educations. We...
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CEO/President
Future Outlook
There is not very much downtime. The vendor is part of our long-term plans. Unless we get acquired...
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CEO/President
Other Observations & Comments
The vendor has recently been more interested in listening to client feedback. The vendor has shared...
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CEO/President
Functionality and Upgrades
We have an upgrade schedule, and that actually has improved dramatically in the last few years....
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CEO/President
Relationship
The vendor has gotten much better at being proactive. Some of the executives have come here, but I...
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COO
Other Observations & Comments
We don’t get any ongoing training from athenahealth. I think there are some videos online that folks...
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COO
Functionality and Upgrades
The functionality of the product works well. athenaCollector is the vendor's strongest product and...
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Manager
Relationship
From my end, athena keeps their promises, but I don’t get involved in that because I am just a user...
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Manager
Other Observations & Comments
athenaCollector is okay. It works. I used to be good with claims data, but athenaCollector is...
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VP/Other Executive
Functionality and Upgrades
athenahealth’s product is strong. There is no doubt about that. The vendor has probably the most...
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VP/Other Executive
ROI / Cost (care and feeding)
We manage all of our claims and billing with a number of FTEs. If I were doing the process without...
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VP/Other Executive
Relationship
athenahealth continues to be a strong business partner, even though there have been management...
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VP/Other Executive
Other Observations & Comments
In the past, we have had some specialized problems that have required focused attention from...
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VP/Other Executive
Functionality and Upgrades
The vendor upgrades the software every 24 hours. We have a low outstanding sales number that is...
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VP/Other Executive
Functionality and Upgrades
We get our claims out the door on time and get paid properly, but we are redesigning our strategic...
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Director
Functionality and Upgrades
athenaCollector is a great billing and scheduling system. It works exceptionally well. In fact, it...
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Physician
Functionality and Upgrades
We use athenaCollector for our billing and scheduling, and the system is working great. It does a...
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Physician
Functionality and Upgrades
Scheduling with athenaCollector is a breeze. The system looks good and works very well for my staff...
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VP/Other Executive
Service and Support
With another vendor's system, we did all of our own billing and everything. We had some teams that...
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Analyst/Coordinator
Service and Support
The vendor's support has been outstanding. That is what I would want others to know if I were...
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