athenaCollector Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Product
We are now utilizing a vendor for registration check-ins. That vendor does some scheduling services...
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Loyalty, Product
We are using a different vendor's online check-in tool because currently, athenahealth’s...
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Product, Value
We are using a different vendor to help collect on patient balances. Even though athenahealth can do...
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Relationship, Product, Value
When we engage with athenahealth, we are not only engaging with their EHR and with athenaCollector;...
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Product
Where I want athenahealth to focus is project management within the product. When it comes to...
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Loyalty, Product
I would like to see athenahealth create more customization in athenaCollector with less reliance on...
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Relationship
athenahealth is very open to client communication. I don't know if that is because of the size of...
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Loyalty, Product
athenahealth's products integrate more fully if we are utilizing the tools that are within the...
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Value
athenahealth has a very unique way of doing a lot of billing. There are different options, and we...
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Product, Value
athenaCollector's integration with our EHR is very beneficial, and it happens seamlessly. Having...
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Loyalty
We are moving away from athenahealth because they no longer do things in the inpatient space. Our...
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Relationship
A lot of athenahealth's support comes through their ticketing system, and it takes a tremendous...
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Product, Value
Having multiple solutions from our core vendor streamlines our processes and communication, so...
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Relationship, Product
Nothing really big has changed with athenaCollector. We constantly see small improvements, so I feel...
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Product
I like the visibility of all the worklist dashboards. I like that I can quickly run a report or view...
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Loyalty, Value
I love the new releases that are coming out, and I'm really excited for them. We are looking into...
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Product, Value
The main thing I would love for athenaCollector would be the ability to show my billers their ROI....
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Relationship, Product
We haven't had any issues with integrating other products through athenahealth. They provide...
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Relationship
The billing is really excellent. We have zero bad debt. We get the money in a very quick turnaround...
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Product
The product is pretty easy to use. I can have almost anyone use athenahealth's system. The advantage...
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Relationship
athenahealth has a good support knowledge base. They want to train us better than any other vendor.
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Product
We pay for additional functionality. That includes the billing. That is not working as well as we...
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Value
Currently, we are paying a large percentage of our revenue for athenahealth, and I struggle with...
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Relationship, Product
athenaCollector does not query directly to the providers. The workflows to get information between...
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Product
What we like best about athenaCollector is its flexibility and customizability to some extent. The...
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Relationship, Product
athenahealth could have faster resolution on issues. If we put in a case or a ticket with a problem,...
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Product
Some of the things we have asked athenahealth for have taken a while to get, but we have finally...
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Relationship, Product
We experienced everything with COVID-19, but athenahealth’s integrated telehealth product came out...
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Loyalty
We are moving away from athenaCollector because our corporate team wants all the practices to be on...
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Operations, Product
I like a lot of the athenahealth features much better than the other options on the market....
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Relationship, Operations
We have a dedicated athenahealth representative who we meet with regularly, but if there is...
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Relationship
If we put a ticket in and send it via athenahealth’s portal and if our issue is not urgent, it takes...
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Relationship, Product
I would like more ease with connecting the dots between the clinical side and the billing side for...
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Operations
athenahealth could have a more live environment to play in where we could test things like upgrades...
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Operations
There is no ongoing training, and we are dissatisfied. We need ongoing training.
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Culture
We have had a lot of discussions with athenahealth about their billing. For example, we had to...
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Product
We don't love athenaCollector. We always want the user experience and user-friendliness to be the...
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Relationship, Product
athenahealth doesn’t keep all of their promises. Having a stable product is one of their promises,...
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Product
athenahealth still needs to improve their patient engagement area. They delivered some functionality...
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Operations
The upgrades go relatively smoothly, but the initial implementation is sometimes pretty labor...
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Product
athenahealth delivered a completely redone module for our specialty this year, and that was huge....
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Value
It is likely I would buy athenaCollector again, but I would want to evaluate the market. Price...
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Value
We don’t have issues with athenaCollector, so everything works as it should, and that is what we...
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Relationship
The support experience depends on who we get. Sometimes we get someone who is knowledgeable about...
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Relationship, Operations, Product
athenahealth's upgrades directly to the client are excellent. athenahealth's communication with some...
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Culture
The one thing that I think is a little frustrating is that athenahealth will often bundle their...
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Culture
We have a negotiated rate with athenahealth; it is based on a percentage of collections, so that to...
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Loyalty, Value
We place a lot of value on the fact that we are not using multiple systems. There is some value that...
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Loyalty, Value
I don't see any reason to make a move away from athenahealth unless there is some dramatic change in...
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Relationship
The web support from athenahealth is via ticketing. If we have a billing issue, they will just kick...
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Relationship
The only way to get athenahealth’s software is to allow the vendor to do the billing and collecting...
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Loyalty
The reason we chose athenaCollector was the ease of use for the providers; they were the ones who...
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Loyalty
athenahealth is working on the value-based care piece in athenaCollector. They have delivered some...
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Relationship, Product, Value
athenahealth is pretty open to integration, and we have never hit a brick wall where we can't...
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Relationship
The support at athenahealth has actually gotten better. We have regular meetings with some...
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Relationship
We often feel as though athenahealth’s triage functionality isn't very helpful. It sometimes feels...
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Operations, Product
I like how athenahealth has restructured their implementation of enhancements. They have structured...
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Relationship, Product
We are able to take advantage of rules from the athenahealth side where the vendor discovers trends...
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Product
I would like more visibility into claims that are in other holds in athenaCollector. In other words,...
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Relationship
I do a lot of work with athenahealth's engineers from different areas. I work very closely with...
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Loyalty, Product
There is not much that changes with athenaCollector. I haven't seen a whole lot coming out for this...
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Culture
For clinics, athenaCollector is a serviceable software. But when athenahealth sold it to us, there...
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Product
The automation in athenaCollector is really the greatest benefit. That is the solution's strength,...
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Culture, Value
athenahealth is pretty good about avoiding charging for every little thing, and they are pretty good...
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Loyalty, Product
If I were part of a primary care clinic, the product would work really nicely, but I'm in more of a...
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Product
There is room for improvement with athenaCollector, and the vendor is constantly improving. They are...
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Operations
There was a lot going on during our training. It was the vendor’s job to adjust to the situation. I...
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Product
We are very happy with athenahealth. The reporting is very customizable and robust. There are very...
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Product
There are a couple of reports that I haven’t been able to get in this solution, and scheduling...
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Loyalty, Product
With athenaCollector, there are always glitches here and there, but we can usually work through...
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Relationship, Product
We have an escalation process that we can do with athenahealth. If we didn't have that, I think we...
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Relationship
We have a very good relationship with the immediate athenahealth team that we work with. They are...
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Product
One of athenaCollector’s main deficits at this time is in the payment posting or cash control area....
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Operations, Value
athenahealth doesn't do much training. The modules are there, but we have to be self directed and do...
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Product
A nice thing about athenaCollector is the way it works so seamlessly with athenaClinicals. For...
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Relationship, Product
One of the issues with athenaCollector, and I don't get as deep into this as some of our billing...
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Product
I like that when it comes down to the claims and the billing aspect of things with athenaCollector,...
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Loyalty, Product
We would definitely go with athenaCollector again. One of athenaCollector's biggest strengths is...
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Product
athenahealth's collection rules can be tough to configure and work with, so there could be some...
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Product
athenaCollector has some nice features for patient outreach and campaigns. For instance, for...
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Relationship, Product
Sometimes we see that athenahealth won't send a campaign out the same day that we build it, so there...
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Value
athenahealth doesn’t nickel-and-dime with their core package, but they have their own marketplace,...
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Product
athenahealth is like an Apple iPhone. But unlike an iPhone where stuff may not work, athenahealth...
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Relationship, Product
athenahealth’s updates are not really significant. They will change the font, but that is not that...
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Loyalty, Relationship, Product
athenahealth makes support a little more difficult, but part of it is just because they really focus...
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Value
athenahealth used to avoid charging for everything. Now that they have more features, they are...
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Relationship, Operations
athenahealth did really well with handling the Change Healthcare crisis because a lot of other...
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Relationship, Value
We have been working with virtual credit cards for years now, and the vendor was supposed to be able...
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Operations, Value
One plus about athenahealth is we are not getting nickel-and-dimed. The athenaCollector software is...
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Culture, Value
In terms of whether I would recommend athenahealth, I would tell others the pros and cons. I would...
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Loyalty, Relationship, Product
athenahealth does well with integration. We have several co-management agreements, and we have to do...
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Loyalty, Value
athenaCollector is in our long-term plans, unfortunately. On a day-to-day basis, the software is...
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Operations
Implementation with athenahealth was hard. The vendor just doesn't have any support right now. Their...
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Product, Value
athenaCollector allows us to have things like our own compendium and stuff like that, and that is...
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Product
There has been improvement for athenaCollector. There is a lot of confusion with missing slips and...
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Relationship
I like that the system is cloud based and that there is support through the client support center....
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Relationship
A lot of times, we have issues and open a case, and we will be told that it is a known issue that...
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Relationship, Product
There are currently billing issues. When we meet recurringly, we just have an ongoing issue with...
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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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