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athenaCommunicator Commentary
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Coray Tate
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KLAS Research Director - Coray Tate
 
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User Commentary

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Manager

Operations

The training for athenaCommunicator was bad. It was so expansive. athenahealth has modules that we...

Apr 2024
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Manager

Product

I like what athenaCommunicator has to offer. It works well the majority of the time. We have issues...

Apr 2024
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COO

Product

I’m not a huge fan of athenaCommunicator. athenahealth has a lot more value assigned to the solution...

Apr 2024
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COO

Product

Anything athenahealth wants us to do within their system is driven through their portal. I'm not a...

Apr 2024
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COO

Relationship, Operations

athenahealth is so diverse with all the different groups and specialties they work with, and they...

Apr 2024
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COO

Product

athenaCommunicator has limited flexibility compared to other platforms in the market. For example,...

Apr 2024
||
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COO

Relationship

athenahealth is good at keeping us informed of issues, and our customer success manager is fantastic....

Apr 2024
||
(0)
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COO

Relationship

Other than our customer success manager, we only hear from people at athenahealth when it is time to...

Apr 2024
||
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Physician

Product

We have more and more patients using athenaCommunicator. People realize they get a good response...

Mar 2024
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(0)
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Analyst/Coordinator

Relationship

athenahealth recently created an athenaCommunicator app. Before, the website was kind of clunky. The...

Feb 2024
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Analyst/Coordinator

Loyalty

I like that athenahealth has been throwing a lot of their resources at athenaCommunicator and trying...

Feb 2024
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CEO/President

Loyalty

athenaCommunicator isn’t part of our long-term plans, but that isn't a commitment yet. There are...

Feb 2024
||
(0)
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CEO/President

Operations

athenahealth does not provide enough service for the implementation or go-live training. Years ago,...

Feb 2024
||
(0)
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CEO/President

Relationship

I talk to people on a regular basis, and I have been involved in some of the local market dinners to...

Feb 2024
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(0)
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CEO/President

Relationship

athenahealth is proactive. They are there for us when we need them. We rarely have a significant...

Feb 2024
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CEO/President

Product

athenaCommunicator is very easy. Everything could be better because nothing is perfect. I have just...

Feb 2024
||
(0)
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CEO/President

Value

We all want to save money where we can, but when I look at line items side by side and see what I...

Feb 2024
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(0)
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CEO/President

Relationship, Value

With athenahealth, each client gets a really high-level customer success manager who is fabulous....

Feb 2024
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(0)
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Director

Product

athenaCommunicator’s patient portal isn't always user friendly. It can be hard for some patients to...

Feb 2024
||
(0)
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Director

Culture, Relationship

athenahealth sets their expectations very low, so technically, they meet expectations, but they are...

Feb 2024
||
(0)
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Physician

Culture, Value

athenahealth is trying to move into a model where they charge for any additional thing that they...

Feb 2024
||
(0)
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Physician

Relationship, Operations

athenahealth is pretty good at communicating about upgrades, and the upgrades are pretty smooth most...

Feb 2024
||
(0)
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Physician

Relationship, Operations

athenahealth needs better training for their support staff. Our experience is very hit or miss when...

Feb 2024
||
(0)
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CEO/President

Product

athenahealth's patient scheduling is not quite up to snuff. Some things about the portal are...

Jan 2024
||
(0)
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CEO/President

Relationship

athena's support is a little unsatisfactory. When things don't go right, I reach out to athena, and...

Jan 2024
||
(0)
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CEO/President

Product

I like that I can set up reminders for patients. If I see somebody and need them back in six months,...

Jan 2024
||
(0)
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CEO/President

Product

One thing I would change about the product is the reliability of the online scheduling. It needs to...

Jan 2024
||
(0)
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CEO/President

Product

The product needs to be better in terms of the patient communication. athena needs to make it easier...

Jan 2024
||
(0)
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CEO/President

Culture, Value

The vendor hasn't nickel-and-dimed us. We mostly pay a percentage commission or whatever, and pretty...

Jan 2024
||
(0)
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Manager

Relationship, Operations

athenahealth has kept their promises, but I don't think that their people are very well trained....

Dec 2023
||
(0)
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Manager

Operations

We don't get a lot of education for athenaCommunicator. The vendor's training is okay. We should...

Dec 2023
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Manager

Operations, Product

The system is pretty updated, and when the vendor releases a new update, they also release videos on...

Dec 2023
||
(0)
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Manager

Relationship

I don't know whether athenahealth's people are empowered. Most of them don't take things to a higher...

Dec 2023
||
(0)
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COO

Relationship

Things have been so bad on athenaCommunicator that we have gotten our service manager, who has been...

Nov 2023
||
(0)
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Manager

Relationship

We recently had an issue and needed to get some additional teams in place. One downside with...

Nov 2023
||
(0)
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Analyst/Coordinator

Relationship, Product

Some of our patients are not as tech savvy as others and have navigation issues with...

Nov 2023
||
(0)
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Analyst/Coordinator

Product

athenaCommunicator has never changed, but it works fine and has good functionality. I don't have any...

Nov 2023
||
(0)
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Analyst/Coordinator

Relationship

Support is one of the biggest areas athenahealth could improve on. Sometimes, we get an agent who...

Nov 2023
||
(0)
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Analyst/Coordinator

Relationship, Operations

athenahealth has added an online chat feature that connects us one-on-one with somebody quicker than...

Nov 2023
||
(0)
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Analyst/Coordinator

Product

One thing that the vendor could improve in athenaCommunicator is the ability to refine our list for...

Nov 2023
||
(0)
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Manager

Relationship, Product

I get a lot of questions from patients regarding their portal access. While they get their reminder...

Nov 2023
||
(0)
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Manager

Product

There haven't been many changes. The product functionality meets our needs, but there will always be...

Nov 2023
||
(0)
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Director

Loyalty, Product

In all fairness, athenahealth is trying to do more with athenaCommunicator, but we may have to come...

Oct 2023
||
(0)
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Director

Product

The vendor doesn’t do a whole lot with athenaCommunicator as far as upgrades go; it is just an...

Oct 2023
||
(0)
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Director

Product

athenaCommunicator doesn’t integrate with our other systems, and it doesn’t integrate with other...

Oct 2023
||
(0)
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Director

Product

We use athenaCommunicator to do automated reminder calls, ticklers, and call campaigns, and those...

Oct 2023
||
(0)
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Director

Relationship

athenahealth underpromises and overdelivers, so they are careful not to make a lot of promises.

Oct 2023
||
(0)
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CIO

Loyalty, Product

athenaCommunicator has a pretty robust functionality, but some of its newer functionality is not...

Oct 2023
||
(0)
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CIO

Culture, Relationship

The vendor is always telling us when we are going to be in trouble. They have a very good website,...

Oct 2023
||
(0)
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Manager

Culture, Loyalty

The integration we have had with athenahealth has been pretty good, but it has also been a little...

Oct 2023
||
(0)
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Manager

Culture, Relationship, Product

There is a lot of communication with patients on my side of the house with things like self-pay....

Oct 2023
||
(0)
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Manager

Relationship, Product

athenaCommunicator is all right. The vendor did some updates lately that are really bizarre. They...

Oct 2023
||
(0)
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Manager

Relationship

The executive involvement has changed a lot actually. We have regular schmoozing meetings with the...

Oct 2023
||
(0)
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Manager

Operations

Implementations and upgrades are things that athenahealth does very well. That is really an area of...

Oct 2023
||
(0)
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Manager

Product

athenahealth is about 80% where they need to be in terms of making the portal fabulous for patients....

Oct 2023
||
(0)
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Manager

Product

athenaCommunicator is not user friendly or well developed. We have long been asking athenahealth for...

Oct 2023
||
(0)
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Manager

Product

athenaCommunicator is easy for our patients to use. In the portal, patients receive messages, like...

Oct 2023
||
(0)
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Director

Culture, Value

athenahealth avoids charging for every little thing. The fee structure is all encompassing and very...

Sep 2023
||
(0)
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Director

Loyalty, Product

athenaCommunicator could be improved by being more user friendly from a patient standpoint. We work...

Sep 2023
||
(0)
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Director

Product

athenaCommunicator meets the majority of our patients' needs. We do have some demographics that...

Sep 2023
||
(0)
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COO

Product

I like that we can customize things on our end with the product. If we want to send out a campaign...

Sep 2023
||
(0)
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Manager

Loyalty

There are some things that athenaCommunicator just can't do. No one is perfect, but we are working...

Sep 2023
||
(0)
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Manager

Relationship

So far, athenahealth has kept all the promises they have made. That is pretty good. And I like that...

Sep 2023
||
(0)
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Manager

Product

We can send mass messages out with athenaCommunicator very easily. We also use athenaCommuncator for...

Sep 2023
||
(0)
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Manager

Product, Value

We have over 60% of our patients signed up to use athenaCommunicator. Patients can send us messages...

Sep 2023
||
(0)
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Manager

Relationship

athenahealth has customer service people we can reach out to during upgrades. I like that there is...

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations

athenahealth assigned us a manager who we meet with regularly. The vendor's training is really good....

Sep 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations

We gave the vendor feedback on some things, and they let us know that they had taken our feedback...

Sep 2023
||
(0)
 Thank you  Helpful

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Director

Loyalty, Product

I wish the portal had more options. I haven't really been able to use the portal for new patients as...

Sep 2023
||
(0)
 Thank you  Helpful

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CEO/President

Loyalty, Product

If I could unbundle athenaCommunicator from my other athenahealth products and buy something else, I...

Aug 2023
||
(0)
 Thank you  Helpful

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CEO/President

Product

Ease of use is where athenahealth is not good. athenaCommunicator’s patient intake and...

Aug 2023
||
(0)
 Thank you  Helpful

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CEO/President

Culture, Value

athenahealth has started to charge for all sorts of add-ons. Previously, with athenaOne, we got...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Relationship, Product

athenahealth understands that patient communication with doctors and clinics is constantly evolving,...

Jul 2023
||
(0)
 Thank you  Helpful

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Manager

Loyalty

athenaCommunicator makes it easier for patients to schedule appointments and check in online. We are...

Jul 2023
||
(0)
 Thank you  Helpful

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Manager

Relationship, Product

We have a voice. We are heard, and athenahealth develops a lot of features through feedback from...

Jul 2023
||
(0)
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Manager

Relationship

athenahealth does security updates and nonservice updates on a regular basis, and then they do a...

Jul 2023
||
(0)
 Thank you  Helpful

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Physician

Relationship, Product

There have been some recommended updates with athenaCommunicator that the vendor has promised to...

Jul 2023
||
(0)
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Physician

Product

athenaCommunicator does a really good job of having a patient list of things that need to be done....

Jul 2023
||
(0)
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Physician

Product

As soon as we log in to athenaCommunicator, it tells us all the things going on.

Jul 2023
||
(0)
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Director

Product

It is nice that we can use the product to do mass communication with patients. Occasionally, we...

Jul 2023
||
(0)
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Director

Relationship

Sometimes athenahealth will hold claims that should not be held. We had a situation where we knew a...

Jul 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Loyalty, Product

Sometimes athenaCommunicator is difficult for patients to understand, but athenahealth is working on...

Jul 2023
||
(0)
 Thank you  Helpful

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Director

Relationship

It seems like the tier-one support people are there to wrap up calls as soon as possible instead of...

Jun 2023
||
(0)
 Thank you  Helpful

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Director

Product

I like the new functionalities that athenahealth has put out, especially with the integration into...

Jun 2023
||
(0)
 Thank you  Helpful

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Director

Product

We are getting a lot of spoof and phishing attacks. It would help if there were some way to...

Jun 2023
||
(0)
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Manager

Operations

athenahealth has recently been redoing their training. They are constantly working to update that by...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

When I have issues with the product, I reach out to the support team, and they always get back to me...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

One way athenahealth could improve the patient portal is by allowing two-way communication via text...

Jun 2023
||
(0)
 Thank you  Helpful

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COO

Relationship

athenahealth said they were going to address the omissions in the reporting capabilities, but they...

May 2023
||
(0)
 Thank you  Helpful

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COO

Product

athenaCommunicator is good. It is flat-out simple, intuitive, and easy to use. The product is built...

May 2023
||
(0)
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CEO/President

Product

Getting or sending information to the patient about their pending future or anything that is...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

Product

The ease of use of athenaCommunicator for a patient depends on the patient’s literacy and level of...

May 2023
||
(0)
 Thank you  Helpful

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CEO/President

Product

It is hard to measure whether athenaCommunicator has been successful. I have never tried to run a...

May 2023
||
(0)
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COO

Product

When we moved our departments around, we were able to update our department information, but many...

May 2023
||
(0)
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COO

Relationship

The executive involvement from athenahealth is abysmal. We have a customer success manager, and...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

The patient portal is very easy to use. The product is good because it helps with any kind of...

May 2023
||
(0)
 Thank you  Helpful

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Physician

Product

The patients love athenaCommunicator. The patients upload files to the system, and from there, we...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Relationship

athenahealth is pretty cooperative. If I complain about something, the vendor quickly takes care of...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

We have patients all the time who get put into the wrong box in the system. Our older patients hate...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

athenaCommunicator's interoperability with Epic's systems needs help. Our state health exchange also...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product, Value

athenaCommunicator is an easy-to-use, helpful portion of what the vendor has to offer. It is so...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Our customer service managers from athenahealth have been good. They are very knowledgeable and...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product

I don't see a lot of proactive work going on with releases around athenaCommunicator.

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Product, Value

athenaCommunicator was never important until the COVID-19 pandemic. Before the pandemic, our cell...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Product

athenaCommunicator is okay, but it is clunky. It does everything we need to do, but it isn’t...

May 2023
||
(0)
 Thank you  Helpful

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COO

Relationship

athenahealth uses the word "partner" more than any other vendor we work with. I don't use that word...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Operations

The initial training was not great, but the ongoing training is much better. For our onboarding, we...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Relationship, Product

athenaCommunicator does not meet our needs. Sometimes we send out a newsletter about what is...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Loyalty

Our satisfaction next year will be the same or maybe worse. Whoever we end up with for intake...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

athenahealth could add more functionality to what we can do with the communications. Specifically, I...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

athenaCommunicator makes it easy to communicate with our patients either via text, phone call, or...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

The portal is very easy to use. I use it to send all my communications to patients. It is very...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product, Product

There are some communication tools that have been built into the system, such as messaging our...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Relationship, Relationship

We have a success manager from athenahealth who has been assigned to us, and they reach out to us...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product, Product

During the pandemic, it was nice to have the option to use the system to write updates that would...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product, Product

The system's portal is a little ugly and clunky. I don't like it compared to the other portals that...

Apr 2023
||
(0)
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Independent Ambulatory Patient Portals 2023
28 February 23    |   Alex McIntosh and Coray Tate
Patient portals (tools used by healthcare providers to engage with patients) can greatly influence a patient’s ability to seek and receive care. Since the outbreak of COVID-19, healthcare organizations have become keenly interested in technology that gives patients ownership of their health and enhances office efficiencies. Though KLAS has historically looked at how portals perform in the IDN setting, this report examines the experience of customers in the independent ambulatory space (clinics not owned by a hospital/health system) to share their perspective and help other such organizations understand portals’ impact on patient care.
Perception
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Patient Perspectives on Patient Engagement Technology 2022
26 May 22    |   Adam Cherrington and Dan Czech
The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.
Perception
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Digital Front Door 2021
28 September 21    |   Adam Cherrington and Dan Czech
Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.



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