athenahealth EHR/PM - Small Practices Commentary
Filtered view: (Independent)
Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Product
athenahealth's system is built for primary care and multispecialties, but the vendor's main focus is...
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Relationship
I have had a couple of issues where I have called athenahealth's customer support and haven't gotten...
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Relationship, Operations, Product
athenahealth seems to be pretty progressive in making changes that are necessary according to what...
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Culture, Value
athenahealth's system is just as good as any other system out there. We have been on it for a long...
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Relationship
We need someone at athenahealth who actually follows through on things. Our CSM is supposed to...
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Relationship, Product
athenahealth was working on ambient notes, but then they stopped. athenahealth also needs to work on...
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Culture, Product
When we tried athenahealth's revenue-cycle management, they promised us that they had X number of...
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Product
While athenahealth’s products are bundled, there are a lot of little extras. athenahealth does...
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Product
We are still waiting on preregistration from athenahealth. In the several years we have been with...
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Operations, Product
The quality of athenahealth's system is high. We have a lot of providers who come in from outside...
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Loyalty, Product
Our board has looked at other EHRs over the years. We don't feel like there is any EHR that doesn't...
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Relationship
athenahealth’s support quality has gone down quite a bit since they outsourced it. Several years...
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Product
athenahealth offers a single solution for all our EHR needs. The product is laid out well, and it...
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Product
From the physician level, the product is as straightforward as it is going to be, and I see how...
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Relationship
To help us get more of an ROI, athenahealth could proactively help us identify new billing codes or...
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Relationship
The support process is laborious. The intake of information that athenahealth requires is...
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Culture, Relationship
We are very unsatisfied with our CSM from athenahealth and their ability to problem-solve and be...
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Product
I don't like athenahealth’s patient communication piece. It isn't very user-friendly, and we don't...
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Value
athenahealth charges for every little thing. Ambient listening, dictation, and telehealth come with...
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Product
One issue we have with athenaCollector is the way patient charts are organized. Providers struggle...
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Loyalty, Product
We are supposed to be integrated with other hospital systems, but the information isn't coming over...
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Product
Having telehealth embedded in athenahealth EHR/PM has been a big help since it is all one system....
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Relationship
One big frustration with athenahealth is how the support is structured. Most of the support is done...
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Operations
athenahealth constantly sends us notices about upgrades with links to training videos, but we don't...
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Relationship, Value
If I could get my athenahealth CSM to return an email, I would be doing much better. I don't know...
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Loyalty, Product
athenahealth EHR/PM is good and has some good functionality, but for practices that have been on it...
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Relationship, Product
During a recent merger, some of our athenahealth EHR/PM data didn’t transfer. When I asked...
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Operations, Product
I have had the system go offline maybe twice in the several years that I have had it, and it was...
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Relationship
athenahealth is always trying to think ahead and get our feedback. That is very important, and it is...
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Product
athenahealth's system is very intuitive and consistent. I can have someone come in off the street...
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Product
I love that everything in athenahealth's system is interfaced, so we don't have to go from one...
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Loyalty, Product
athenahealth has an offering for ambient notes that will listen and do dictation. Those are nice...
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Culture, Value
Everything is bundled with athenahealth's system, and we don't get charged for anything extra. The...
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Value
If I were to consider another EHR solution, I would look at features offered, such as a fully...
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Culture, Value
If a payer denies a claim, athenahealth doesn't charge us. With athenahealth, the cost goes up and...
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Relationship, Product
The quality of athenahealth's support has gone down because the support people are stretched thin....
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Loyalty, Relationship, Operations, Product
Whenever athenahealth does updates, the updates are very slow to take. The solution is so bloated...
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Product
athenahealth's system is very easy for receptionists and medical assistants. It works well. Its...
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Operations, Product
athenahealth's system is hard for doctors to use. It is very comprehensive. I was never perfectly...
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Loyalty, Relationship
If I were in the market for a new EHR, my number-one consideration would be athenahealth. I looked...
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Value
athenahealth is fair with their charges. They don't nickel-and-dime us, but their costs at the front...
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Product
All EHRs stink. I don't think any of them are all that great. They are moving along, but they have...
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Relationship
athenahealth has outsourced their support to third parties in the Philippines who just don't think...
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Relationship
The support from athenahealth is great.
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Loyalty, Relationship, Product
There is no way I would change from athenahealth's solution. athenahealth is very in tune with what...
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Product
athenahealth should go back to the old scheduling system. The new one is still usable but is very...
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Relationship
athenahealth is very easy to access and get information from, and when we have problems, it is...
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Culture, Value
I might approach the system differently if I were thinking of buying it again. It was sold to me...
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Relationship
athenahealth's managers are fabulous. I have no trouble with them. They do a great job, and they are...
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Operations
Most things in the system are easy to use, and the system performs the way athenahealth said it...
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Culture
The way athenahealth manages money is not to my advantage. athenahealth leaves things way too long....
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Operations
When we do athenahealth's training on managing refunds, the training lists all the support...
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Product
Our practice had been on another EMR before athenahealth's system, and the doctors hated that EMR....
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Relationship
When we started with the vendor, athenahealth's support team and our practice success manager were...
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Operations
I have learned a lot about refunds and what athenahealth does on Medicare supplement claims when...
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Culture, Relationship, Value
A few years ago, athenahealth said we would be a good candidate for the advanced coding package, so...
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Product, Value
The solution may be the best option on the market, but it is not great. athenahealth doesn't deliver...
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Operations
athenahealth could be better about being more proactive with their training. They tell us to watch a...
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Culture, Product
athenahealth could definitely improve on collections. That is one of the worst things they do. With...
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Relationship, Product, Value
A lot of the things in this solution were written by IT people, not providers, so there are still a...
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Value
athenahealth has raised their rates on us more than once. They negotiated because they had caused...
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Relationship
When we have issues, our CSM does what they can and finds people for us to work with. They are...
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Product, Value
athenahealth has a lot of market vendors available to integrate with, and the solution is pretty...
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Culture, Loyalty
athenahealth's system is unfortunately part of our long-term plans. The vendor does good things, but...
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Value
With the way athenahealth works, they get a percentage of all of our income. However, I am...
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Product
In terms of outcomes, sometimes, athenahealth is just behind on quality measures or has different...
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Relationship
We don't get answers from the vendor's support people very quickly. We always have to wait. If we do...
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Product, Value
What I would tell others about the system would come down to cost and user friendliness. From a...
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Operations
I would like more user-friendly or role-specific training. athenahealth does a lot of updates, and...
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Relationship
I have had better customer service representatives in the past. Our current representative is new,...
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Relationship
athenahealth is proactive about things, but sometimes, we can't get the information that we need....
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Product
Our staff members are kind of split. Some find the system to be easy to use, but others say there...
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Culture
We have looked at a different EHR vendor, and the only reason we have looked elsewhere is cost. It...
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Operations, Product
The solution is very easy to use. The implementation was super simple, and we had no issues with it....
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Relationship
We have a dedicated customer service representative from athenahealth, but we are very rarely...
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Loyalty, Product, Value
athenahealth really needs to do a little bit better with data and reporting, especially in the...
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Relationship, Product
I do love the solution, and I would not want to work in any other EHR. However, athenahealth has...
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Value
athenahealth does not charge us for more than what they said they would, but they do charge for...
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Operations, Product
The solution is not extremely user-friendly. Some things are hidden. If we want to find out how to...
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Relationship
athenahealth lets us know when things are coming up and when things are going to change.
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Relationship, Operations
When we need support from the vendor, most everything has to be an online case, and it probably...
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Operations
The biggest pain point we had when we switched to the solution was that our previous vendor helped...
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Culture, Value
athenahealth has fallen short on their promise of payment at the time of service. There were also...
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Relationship
athenahealth gave a customer service manager, but they are not very empowered to solve our problems....
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Loyalty, Product
Payers often have specific requirements, such as ensuring transitions of care from the emergency...
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Relationship
If there is an outage or something, athenahealth will tell us to go to a certain website where we...
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Relationship
athenahealth takes user suggestions and implements them, but the ones that they actually implement...
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Value
Management consultants say athenahealth's solution is spendy. It has bells and whistles, but other...
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Product
If a patient goes to see an ENT provider or even goes somewhere for imaging, I may get back four...
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Product
I'm pretty satisfied with athenahealth's EHR. There is an integration of the clinical area with the...
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Culture, Loyalty, Relationship
athenahealth keeps most of their promises. However, they have a product suggestion menu, and they...
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Relationship
It is very difficult to actually reach a person at athenahealth and therefore communicate about a...
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Product
athenahealth has a strong EHR. It is very heavily driven by clicks, and I think some of the upgrades...
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Relationship
The truth is that the vendor doesn’t keep all their promises because they can't promise everything....
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Loyalty, Relationship, Product
There is just no way to stay in practice if we don't employ smart and affordable technology in our...
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Relationship
athenahealth reaches out all the time. They also keep moving things up the food chain until the...
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Product
The vendor delivers new technology, but I have other needs, and I want them to deliver other new...
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Product, Value
The key to my success in my office is to simplify the patient's experience from the moment they make...
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Product, Value
The product is so easy to use. It is very intuitive and very simple. It doesn't require a lot of...
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Loyalty, Product
athenahealth has been very reliable, and when things get glitchy, the vendor will fix them very...
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Culture, Relationship, Product, Value
There are a lot of delays on the system's billing side when a claim is sitting there that the...
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Culture, Value
There is a new AI product that is embedded in the system. It is just in a beta version right now....
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Product
The system's coding needs to be improved. It isn't uncommon for the system to have errors,...
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Value
One nice thing about athenahealth is that they keep putting out enhancements and don't charge...
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Product
We have been pleased with athenahealth. I definitely like that the system is web based and that we...
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Value
athenahealth could improve the accounting and money portion of the solution, especially for...
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Product
When we take in information for a patient who isn't there for an actual visit, it goes into the...
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Operations
athenahealth could improve their training by making their little alerts accessible to everybody...
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Culture, Value
athenahealth doesn’t make us pay for each little thing. Instead, they jack up the price all at once.
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Product
I like that the solution is very integrated with our regional health information exchange. That is...
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Relationship
athenahealth's customer service people try to anticipate things, and they definitely communicate...
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Relationship
We definitely have access to people at different levels of athenahealth. There are different user...
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Relationship, Operations, Product
When athenahealth does updates, we have to request that they turn some things on. If we are missing...
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Loyalty, Operations
Investing in AI technologies is important, and athenahealth does a great job of allowing us to make...
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Product
Sometimes the interface is a little clunky between athenahealth's system and our hospital system or...
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Product
There is one part in athenahealth EHR/PM where we can look at other documents from other groups. It...
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Product
I like athenahealth EHR/PM. athenahealth EHR/PM gets the job done. It is really intuitive to use,...
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Relationship, Operations
athenahealth is pretty good with support. In terms of executive involvement, I only work with my...
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Operations
athenahealth may be able to improve their training with a little more one-on-one interaction. They...
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Value
athenahealth has a lot of people out there that they have relationships or associations with....
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Value
We aren't integrating anything with athenahealth's system right now. I have gone with a payment...
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Operations, Product
athenahealth's solution is an easy software to learn. And athenahealth does very well with...
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Loyalty, Relationship, Product
If I were hypothetically in the market for a new EHR or PM solution, I would probably look at...
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Culture, Value
There are a lot of things that athenahealth offers that we don't participate in. If we did, we would...
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Operations, Product
athenahealth's strength is its ease of efficiency and operation. There is good learning, and their...
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Loyalty
We are going to switch to a new EHR because I want to get the billing in-house since we are...
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Value
For the most part, the vendor avoids nickel-and-diming, but I don't know whether I would buy the...
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Loyalty, Operations, Product
The ease of use has actually increased compared to where it was before. The look and the feel of the...
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Operations
As the company has grown, there has been less access to people that we can talk to in person for...
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Operations, Product
I implemented the system using a billing and coding team. There were some hiccups in terms of what I...
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Relationship
athenahealth is very supportive and proactive. The liaison we have with them is extremely helpful.
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Relationship
For support besides our main liaison, we have a client support center, and those people are okay....
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Loyalty
I don't like most EHR vendors, so if I were looking for an EHR vendor, I would look for...
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Value
athenahealth charges us for everything, but it makes sense, and they tell me that they are going to...
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Operations
For primary care, athenahealth's EHR is extremely user-friendly. athenahealth does updates every few...
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Loyalty, Operations, Product
I have been with athenahealth for a long time, so I am extremely happy. I had several EHR vendors...
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