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athenahealth EHR/PM - Small Practices
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Subject Expert
Aaron Gleave
Research Director
Commentary Summary
User Commentary
CFO
With the COVID-19 pandemic, uploading everything into our databases should be an automatic process....
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CFO
The vendor has some opportunities to improve the system. We are struggling with how to do true...
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Manager
athenahealth recently updated the product, and now things are a little better. We have been...
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Manager
The solution is more stable than it used to be. We used to get kicked out of it frequently, but that...
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Manager
There have been some recent changes to the system, and some of those changes have been bad. The...
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Manager
We haven't done much of the vendor's training because we can't afford it. The training that we did...
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Manager
The system allows us to create forms with medical logic. It allows our providers to make cheat...
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Manager
We have patients who regularly use the system. They are able to navigate it pretty easily.
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Manager
I would tell others to use one of the vendor's other systems. The only reason that we haven't...
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Manager
The system is effective. There are some things that I don't like about it, but it creates visits and...
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Analyst/Coordinator
Our newest implementation with athenahealth was a little bit of a problem. I didn't feel like the...
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Analyst/Coordinator
In terms of the system, the vendor has done a lot of functionality upgrades. They do little things...
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Analyst/Coordinator
The system is user friendly. We can learn our way through it pretty well. There are some nuances...
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Analyst/Coordinator
The vendor doesn’t offer a lot of training; they have online training. They really only provide...
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Analyst/Coordinator
The vendor often puts some functionality in place that works really well. But then there is some...
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Manager
I would like athenahealth to work on improving the system's cost. The cost is pretty reasonable, but...
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Manager
All of athenahealth's training is done through videos. Their training is all remote unless an...
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Manager
We have a contact person from athenahealth who we meet with regularly. That person is very helpful...
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CMO
I like athenahealth EHR/PM a lot. I recommend it to other colleagues. We have had a good experience...
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CMO
Our most recent customer service manager (CSM) from athenahealth is not as well trained as the...
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CMO
athenahealth EHR/PM is really expensive, and we would like to see more training on running reports...
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VP/Other Executive
We don't have a bad relationship with athenahealth, but we sometimes seem to be an afterthought.
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VP/Other Executive
The product is very good and intuitive. I have worked with some other EHRs that aren't as intuitive....
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VP/Other Executive
The system is easy to teach because the support is very good. The customer support people are very responsible....
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Physician
We had a short conversation about a change in EHR systems not because of any major issue with athena...
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Physician
No additional fees have been added to athenahealth EHR/PM, but we are a pretty cost-conscious group,...
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Physician
The implementation of athenahealth EHR/PM was pretty smooth. Most of the training was online after...
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Manager
The ease of logging a case with athenahealth's support and of getting dealt with is way above...
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Manager
There is always something that can be improved upon, and athenahealth is working on some of those...
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Manager
We have had a much more successful portal adoption rate using athenahealth's system. It is easier...
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Manager
There are some things athenahealth could streamline. Inboxes are still one of the biggest burdens,...
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Manager
Any complaints I have come down to just the volume of data, and we always have those with EHRs. All...
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Manager
The system pretty much does exactly what athenahealth says it does. I haven’t found anything that...
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Manager
athenahealth did a good job of really getting in there and building a telehealth platform when...
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Manager
When we had another vendor, it was like we had to buy an extra meaningful use package for everything...
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Manager
For the implementation, we suddenly had to do something very quickly because our transition was very...
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Manager
I like the training. athenahealth has their learning portal, so we have the possibility of live...
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Manager
athenahealth is really good about interfacing and getting a pool together very quickly. We have the...
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Manager
I have never had any problems with any downtime with the system. The upgrades have all gone pretty...
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Manager
Right now, the system does everything that we need it to do, and that is one of the things that I...
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Nurse
I like the solution's integration and its ability to transfer data to the record for the resident....
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Nurse
The system has its own preset codes, and our service provider uses different codes. We are having...
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CEO/President
Our previous system was terrible. We have seen a night and day difference between that system and...
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CEO/President
athenahealth's administrative side is lacking. They did some funky things where they updated their...
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CEO/President
During our implementation, athenahealth didn't take the time to explain how everything should be set...
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CEO/President
athenahealth's training is probably better than some other vendor's training. I don't think that our...
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CEO/President
athenahealth's support has fallen off lately. They seem to be trying to move more and more toward...
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CEO/President
I would say that the solution would probably work for family practices but not for specialty...
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CEO/President
Some of the things that athenahealth does don't make any sense. They work on things at almost a...
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Manager
The new version of the software that we are currently on has a billing piece where the claims don’t...
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Manager
athenahealth's solution is very easy to use. I looked at a different vendor's product recently for...
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Manager
We have to work in the very beginning to get the right break and percentage rate before we ever sign...
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Manager
The labs integrate great into athenahealth's software. And the integration with the hospital is...
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CEO/President
I have accepted what athena is doing for us. The limitations of what they were going to provide...
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CEO/President
It is difficult to get the information that I need out of reports. The information is there, and...
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CEO/President
athena is glaringly behind the times in clinical inbox management. There are simple things that I...
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CEO/President
We have some frustrations with customer support, the main one being that we can’t seem to get ahold...
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Manager
I don’t like athenahealth’s customer service. Somebody told me that about a year ago, they moved...
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Manager
athenahealth is very proactive. They send out newsletters, and they have a lot of updates. They send...
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Manager
athenahealth is good at being patient centered. They work with the insurance and get all the...
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CEO/President
athena has added a telemedicine feature, and they charge extra for that. We have found a different...
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CEO/President
athena is a trustworthy vendor and a good partner. They are a company of high integrity, and that is...
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CEO/President
athena struggles a little in occupational medicine. The platform could be better there, but other...
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Manager
The main thing I like about the system is that it is web based. I can log in from anywhere and...
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Manager
When a doctor or another staff member puts in orders and the doctor does not countersign them within...
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Manager
athenahealth has partnered with a lot of vendors, but that just adds additional cost on our end....
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Manager
I would like to have a better portal experience in athenahealth for filling out forms as electronic...
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Manager
I have been implementing the athena system for over a decade now all over my area, but this last...
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Manager
In the past, athena had the best customer service. That was why I told all of my friends in other...
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Manager
To get support, everyone has to go online and fill out a ticket. That takes 15–20 minutes; it is a...
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Manager
athenahealth avoids charging us for every little thing. That is good. I check every month to make...
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Manager
The upgrades for this system are pretty good. The vendor lets us know when they are doing upgrades....
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Manager
When we need support from the vendor, we have to reach out to them. athenahealth has a message board...
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Physician
We would like to see the PCP on the banner in the product. It would be really nice to see who the...
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Physician
I don’t really do any of the training, but when new releases come out on the product, they are...
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Manager
athenahealth's customer service representatives could reach out to us to double-check on updates....
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Manager
I would like to see athenahealth reach out more about problems with the software. Oftentimes,...
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Manager
The technology is okay. I have worked with a couple of systems, and they are all kind of the same....
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Manager
The biggest issue we have with the athena system is the reporting. It is a little more cumbersome...
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Manager
athena's support is typically pretty good. If there is anything wrong with the system, we send...
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Manager
athena is very good at improving the product. They typically do a big upgrade at a certain time of...
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Manager
Nowadays, everything is virtual. Before COVID-19 hit, the vendor had a convention where we could pay...
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Manager
The vendor has training for everything. They have videos, and they have people that train. I think...
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Manager
The best part of the product is the reporting. It helps me tremendously. The vendor is definitely on...
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Manager
I feel nickel-and-dimed to an extent. I feel like athenahealth puts a platform together, and they...
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Manager
The vendor is proactive in terms of updating and making sure that they are up to date on everything....
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Manager
We have a lot of issues with athenahealth's system. athenahealth is just lacking in general. They...
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Manager
There is no ongoing training from athenahealth. Sometimes athenahealth posts video training, but we...
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Manager
There are certain things in the system that we still can't do. For instance, we can't call a patient...
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Manager
The quality of athenahealth's support has really dropped. A lot of issues have to be managed online,...
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Manager
I have never heard from anyone from athenahealth. We had our team representative, who is the person...
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Manager
I would look around to make sure that there is nothing better, but athenahealth's system has...
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Manager
The system is relatively easy to use, and it is interfaced. Once the interfaces are done, the system...
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Manager
I would like to see athenahealth provide a module just for a specialty. We don’t use the system to...
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Manager
I have not seen that athenahealth has anyone who understands what we need. Part of the problem is...
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CEO/President
I left a health system because they were moving to Epic and I wanted to stay with athenahealth. I...
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CEO/President
The nice thing is that everyone is on the same system when athenahealth does updates. athenahealth...
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CEO/President
athenahealth has been wonderful in terms of cost. The price we pay to take care of everything is a...
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CEO/President
When we went live, there were actually athenahealth people in the office for the first few days. As...
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CEO/President
The system is one of the easiest I have used. I have hired a lot of people who have come from...
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CEO/President
I recommend the product to anyone who will listen, especially if someone is an independent provider....
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Manager
Just before going live, the training services were certainly limited. I would like athenahealth to...
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Manager
The system is fairly simple, but I would recommend for people to ask a lot of questions beforehand....
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Manager
athenahealth has been doing really well recently, but I always wish they could just do better. At...
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Manager
There is a lot of work that needs to be done with training. athena does provide the resources, but...
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CEO/President
athenahealth has too many levels and layers. I cannot give the vendor a high rating for executive involvement....
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CEO/President
athenahealth has done well driving tangible outcomes. The vendor has done a good job with MIPS. That...
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CEO/President
athenahealth's response to issues could be quicker. The vendor could improve by supporting our...
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CEO/President
I would give the vendor a high rating for delivering new technology that meets our needs. The vendor...
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CEO/President
The vendor has been doing very well with their ongoing support. The vendor calls the support people...
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CEO/President
The vendor was proactive about the training.
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Manager
I have noticed opportunities in the system where a few things could be better. In the reporting...
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Manager
We saw an increase in revenue compared to last year, and that was largely from the same volume of...
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Manager
There is some slowness in getting responses when setting things up for integration; there are some...
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Manager
I would highly recommend athenahealth because they are pretty responsive when we call them. When it...
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Manager
athenahealth has the ability to make changes very quickly because the system is cloud based. I...
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Manager
Everything we need comes to us. We have a basic lab interface, and we have an athenahealth...
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Manager
I recommend athenahealth pretty regularly. We recently added the vendor’s telehealth platform due to...
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Manager
The outsourced-claims follow-up is getting worse. I get copied and pasted notes with responses that...
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Manager
We are not tied to athenahealth more than we are tied to anyone else. At this point, it would be a...
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Manager
The customer success manager is very nice. In one case, the person tried to offer a fix for one...
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Manager
When we switched to athenahealth's system, athenahealth was pretty good. Their claims follow-up is a...
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Manager
athenahealth's system is a great platform. I don't complain about the actual software platform. The...
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Manager
I have recently started seeing claims in my queue that were many months old from athenahealth. I...
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Manager
I used to devote maybe an hour or two a week to claims follow-up for things that athenahealth would...
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Manager
athenahealth would match us to prospective customers with matching demographics and ask us to give a...
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Manager
Whenever there is a sales call, other vendors are often very pushy. I don't feel like that when I...
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Manager
For a lot of payers, timely filing for claims is 90 days. Sometimes it is 180 days, but generally it...
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Manager
I suspect that the smaller the practice is, the higher the charge that athenahealth collects per...
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Manager
The claims piece is an integrated function of athenahealth, and there is no way out of it. Customers...
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Manager
athenahealth gave us an account manager, and that offering was a lot better than what our last...
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Manager
athenahealth has been awesome at supporting us during the COVID-19 crisis. We are getting new things...
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Manager
athenahealth is consistently taking advice and looking into what people really want. They are trying...
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Manager
I have a pretty good relationship with athenahealth. I am not special, but I get emails about...
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Manager
The system is doing well at driving tangible outcomes. I use a couple of other outside sources...
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Manager
athena keeps all their promises. They wouldn't dare not to. They would be in trouble. It just takes...
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Manager
Money has to be coming in or we are not going to make it. The system has improved our A/R days, and...
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