athenahealth EHR/PM - Small Practices Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Operations, Product
athenahealth needs to make the schedule more efficient. They made a big upgrade to the schedule, but...
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Relationship
In our regular meetings with our representative, it would be useful if our representative reminded...
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Relationship, Value
I have experienced difficulties. I have had to look into billing myself instead of having the biller...
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Relationship, Product, Value
Unfortunately, athenahealth's system doesn’t reduce pain points. It is just more work. Working on...
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Relationship, Product
The RCM in athenahealth's system is horrific. I ignore their denials management. I wish I could stop...
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Culture, Operations
One of the things that athenahealth promotes is that they know how to do billing, but they don't....
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Operations
athenahealth doesn’t provide any ongoing training. When I am training new front desk people, I teach...
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Relationship, Product
The reporting in athenahealth's system is starting to create serious problems, and that just gets...
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Relationship
With the recent cyber attack, athenahealth was a bit behind, and they are still alerting us about...
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Value
As much as athenahealth is charging us right now, we are absolutely not receiving our money’s worth....
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Product
athenahealth EHR is still a very good EHR system, other than medical records coming over poorly....
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Operations, Product
One of the things that is very frustrating about the upgrades from athenahealth is that they keep...
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Relationship, Value
athenahealth doesn't avoid charging for every little thing. They could provide more value to us if...
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Relationship
I don't like the support from athenahealth at all because everything is forced into cases, and if we...
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Loyalty, Product
Each large payer has hundreds of thousands of different plans, and they all have unique numbers. But...
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Operations
With the training from athenahealth, it is assumed that if we have been with them for a while, we...
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Value
If athenahealth could increase our reimbursement, I would be extremely satisfied with receiving our...
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Product
We have used other EHRs, have gone to meetings with other people, and have been in leadership with...
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Value
Charging for every little thing is a problem with almost every EHR, and no practice likes when those...
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Operations
There is always room for improvement. For example, there is always the need to define if a new...
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Operations
We have to reach out to athenahealth to schedule upgrades for athenahealth EHR. Also, how...
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Relationship, Operations
Whenever something comes up that we want to see if we can implement, whenever we need to learn more...
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Product
The functionality that I’m looking for is integrating more screeners. We have to do a lot of...
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Relationship, Value
athenahealth does a good job of preparing us for upgrades. They don’t make many promises, but they...
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Loyalty
If we didn't have an EHR, we would probably go with Epic because that is the group we are in, and...
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Loyalty, Product
athenahealth is a marketplace partner. So for example, we needed secure, HIPAA-compliant texting....
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Loyalty, Relationship
I meet with my representative regularly, and if I tell them about any issues, they follow through. I...
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Product
I like that we can have multiple versions of athenahealth’s EHR open at the same time. The system is...
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Loyalty, Value
athenahealth's system is still part of our long-term plans. Even though Epic's system might be...
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Culture
When we originally purchased the practice management software, the vendor basically stated that we...
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Operations
The vendor does updates regularly, and generally, we might be the last to get the update, but the...
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Loyalty, Product
The EHR is so much more limited than I imagined it would be. We do a ton of research, and we can't...
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Relationship
athenahealth is proactive on whatever they want to be proactive on, but they aren't necessarily...
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Culture, Relationship
Phone support from athenahealth is unbelievably terrible. We had a provider with an issue that...
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Product
We would like functionality for better reporting and more robust reporting. athenahealth has weird...
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Relationship
Sometimes the product takes a bit to figure out, but the vendor’s web and phone support people do a...
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Relationship, Product
athenahealth doesn't make promises directly to me, but there are a few things that athenahealth...
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Operations
athenahealth takes a long time with implementations. Sometimes it takes them longer than we would think....
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Relationship
What I like about the product is that athenahealth is constantly upgrading it, improving it, and...
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Relationship
There is an English-as-a-second-language problem with athenahealth's support department. When we log...
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Loyalty
athenahealth is in our long-term plans because, at this point, to try to go with anybody else would...
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Loyalty, Product
athenahealth has a lot of features now that we don't use because they are too automated. For...
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Value
athenahealth is way up there in terms of expense. Our management consultants are actually somewhat...
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Product
Despite feedback, athenahealth has this terrible thing where almost anything that comes in gets...
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Operations
When I first started, athenahealth's training was not very good. But they have gotten better at it...
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Value
We would like to see more robust RCM from athenahealth. Two-thirds of our claims are dropped, and we...
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Product
What is really nice in the system is on our timelines when we are trying to scan and find something,...
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Loyalty, Product
Right now, we have to code these healthcare condition codes because that is how we rate the severity...
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Product
I got a new phone, and athenahealth changed the rules so that even though I was a superuser, I...
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Product
We would like athenahealth to improve the ease of use in ordering labs. We have to put in where the...
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Loyalty, Product
The integration outside of athenahealth with other solutions or with the immunization registries is...
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Culture, Value
I don't think any vendor has got it truly figured out better than athenahealth does, but there are...
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Product
Some of the inbox tasks that come through in the system don't show enough data for me to dispose of...
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Relationship
athenahealth doesn't promise. They say to put in a trouble ticket if we have a problem, and they...
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Product, Value
I'm all over the place sometimes, and athenahealth's system helps to centralize everything that I...
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Product
One thing that I have noticed lately that I would have to complain about with athenahealth's system...
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Operations
The training from athenahealth is available, and they give us the opportunity to use the training,...
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Loyalty, Value
The price is right for athenahealth, so I really can't complain. I try to be as loyal as I can, but...
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Product
I would like the mobile application to have functionality for adding new patients and using a...
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Relationship, Product
We extract a lot of data from athenahealth EHR/PM, and the data extraction part is adequate for us....
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Relationship, Operations
Recently, we had some migration questions with athenahealth, and their people were very helpful....
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Product
The biggest improvement needed for the athenahealth system would be how often it is not functional....
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Operations
athenahealth's training and implementation were horrible, and now there is no support or resolution....
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Loyalty, Product
The product's biggest highlights are that the vendor gives a lot of important information in a very...
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Relationship
There are updates that happen occasionally. I think there is another one coming up actually. But...
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Product
I have one little snag. There is always a little snag. I'm finding there is always a little glitch,...
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Product
I like the number of different things we can do with this system. I have worked with previous...
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Relationship
The customer success representative I have had for most of my time with athenahealth has moved to a...
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Value
athenahealth is known as being one of the most expensive EHR vendors, but what they provide me is...
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Product
athenahealth's system brings a lot of capabilities, but we would like it to be less glitchy. We...
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Loyalty, Value
I have actually gotten rid of all secondary third-party solutions because as athenahealth has grown...
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Loyalty, Relationship
I suspect that athenahealth thought they could save money by changing the way their customer support...
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Relationship
The customer service has changed in athenahealth, but that is it. I have been more than impressed...
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Loyalty, Relationship, Product
I like using computers, so I find using athenaClinicals to be really easy, but some of my staff...
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Relationship
With athenahealth’s customer support, I used to be able to send a message through the portal, and...
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Loyalty, Relationship, Product
athenahealth is working on trying to improve the self-check-in functionality. They are doing all the...
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Relationship
athenahealth’s customer support team has lost their focus on the idea that their job is to make it...
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Relationship
athenahealth could improve their support. They used to have good support, but things have gone...
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Operations, Product
The system is pretty good. It has relatively intuitive workflows and a user-friendly interface. From...
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Operations, Product
My biggest concern about the solution is the document and inbox management. That could be improved...
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Product, Value
I don't know what the system's cost is on the billing side, but we aren't able to use the system's...
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Operations
Sometimes, the way athenahealth rolls out implementation services is a little muddy. The vendor is...
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Loyalty, Value
We will hang on to athenahealth's system. It is a good tool for us. I actually like the system. I...
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Relationship, Product
I actually like the system. It is pretty intuitive compared to other EHRs that I have seen....
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Operations
We really do not use athenahealth’s training because it is not very helpful to our staff. They just...
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Value
I wouldn't say athenahealth is avoiding charging for every little thing. It seems like when the...
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Culture
We had an issue come up with athenahealth regarding our contract. Professionally, it was not handled...
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Relationship
With the vendor’s executive involvement, I have come across some people that do great and some that...
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Operations
The original implementation was done pretty well; however, the implementation time frame for new...
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Relationship
The customer service representative that I work with regularly does great. Anytime I email them,...
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Product
athenahealth's system has its pros and cons. On the clinical side, I hear a lot more of the cons...
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Loyalty, Product
I would tell others looking at athenahealth's system that it is great. It has a lot of...
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Relationship
The structure of athenahealth was that I had one person that I would call, and they helped me with...
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Culture, Value
athenahealth has recently raised their rates for some reason. We have no idea why. They raised the...
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Loyalty
To be honest, we may not have athenahealth EHR/PM at all in the near future because of our own...
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Operations
athenahealth's system is not easy. Lots of clicks are involved. There are lots of places to go. I...
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Relationship, Operations
athenahealth's system isn't bad. But athenahealth doesn't have in place what they used to when we...
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Relationship, Product
There is always something going on as far as athenahealth goes. They are making a lot of changes in...
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Relationship
The system looks very easy when athenahealth presents it. The product looks very user friendly, and...
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Value
The vendor provides a lot; however every additional thing we need is an added cost. Nothing is...
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Product
We have very little downtime. Most EHR that I have worked with might be down for a day or sometimes...
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Loyalty, Relationship, Operations
One of the things that attracted us to athenahealth was that they have a program whereby providers...
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Product
The clinical side of the product is really user friendly. We just follow the prompts, and everything...
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Loyalty, Product
Clinically, athenahealth is perfect. However, my issues with them lie with the filling in of names...
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Relationship, Product
athenahealth updates the product all the time. They keep it current, and it is constantly updated.
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Relationship
If we have any issues, it is usually pretty easy to get someone on the phone within a few minutes...
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Operations, Product
I like the way the athenahealth system works. It is easy. I don't always like it when the vendor...
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Product
Every specialty has a tweak, but athenahealth's system is flexible enough that our end users can...
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Value
The charges that we have seen over the past number of years have become a little more à la carte and...
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Relationship, Product
athenahealth cannot produce a document that shows me where they got the number of orders we had...
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Value
athenahealth is a growing organization, so they have cost increases too, and they have to get...
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Relationship
I have a dedicated person for the revenue cycle management of the product. They get everything that...
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Product
There is a lot of opportunity out there if people take the time to look at the system and tune their...
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Relationship
I have never had a problem with athenahealth’s support team. We can get support online. We get a...
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Culture, Value
athenahealth is not cheap, but it is a no-brainer to see the value that we get. It is something we...
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Loyalty, Product
I don't think anybody has this, but I really want a product that allows me to compile patients'...
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Loyalty, Operations, Product, Value
I have been very involved in researching multiple vendors. athenahealth goes above and beyond in...
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Relationship, Operations
Within reason, athenahealth absolutely keeps all promises. The vendor has an amazing product...
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Product
I can get a new staff member up and running very quickly with athenahealth’s resources and teaching...
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Product
We are struggling a bit with getting the appropriate outside records and trying to interface with...
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Value
The vendor provides us with a really good EHR and a really good practice management system, but...
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Product
I love athenahealth's system. We have had it forever. I love how intuitive it is, so it is easy to...
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Relationship
athenahealth doesn't reach out to us much, but the support team is easy to get in contact with. When...
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Relationship, Product
I have few issues with athenahealth, and they are minuscule. The only negative part is I don't like...
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Relationship
I have an account representative at athenahealth, but that changes at the drop of a hat. I can never...
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Value
athenahealth’s model of increasing the price is starting to scare me. Recently, they sent a letter...
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Product
I love athenahealth's system, and I love the technology. It works. It does what it needs to do, and...
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Product, Value
The vendor is working hard on adding more bells and whistles, but I don't know whether the bells and...
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Operations
athenahealth has excellent one-on-one training. But if we need anything other than one-on-one...
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Product
athenahealth's system interfaces with a few of our other programs and vendors' systems, but there...
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Relationship
When we call the support team, we get somebody who usually tells us to do all the things we know how...
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Product
We would like to have athenahealth offer chronic care management functionality. The solution is...
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Relationship
We are happy with athenahealth. I like the direct support that we get from them. We have an account...
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Product
The system is very user friendly, and the vendor does a good job with RCM and billing processes.
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Relationship
When we have a problem and we contact the vendor's support people, we often get ahold of someone who...
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Operations, Product
athenahealth sends out updates all the time, and they do interfaces for free. We have interfaces for...
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Relationship, Operations
athenahealth schedules recurring meetings with us, so we can always get their feedback. We are...
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Culture, Product
We have had a few issues with the system. We tried to get an interface to work to get a provider's...
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Loyalty
Something that athenahealth offers that we are looking at for the future is a patient...
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Loyalty
We are looking at Epic’s system because another facility we know uses that system, and it would be...
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Operations
New users have a hard time in the system. The training videos for it aren't great. I have found the...
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Product, Value
In the athenahealth product, the appointment system should be better for patients to make their own...
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Relationship
athenahealth has people available to take calls, but they are people from overseas who sometimes...
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Culture, Value
athenahealth doesn’t have a monthly fee for the services; things are based on claims. If a practice...
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Loyalty, Product
Another solution has good functionality that is similar to what athenahealth has. The downside of...
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Relationship, Value
athenahealth needs to improve on some of the things that they already have. athenahealth is still...
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Product
From a reliability perspective, the solution has been rock solid. The system rarely goes down. Every...
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Product
There are a number of things that athenahealth could do to improve the solution. There are so many...
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Product
The administrative and billing portions are good. I am not thrilled with the clinical portion....
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Culture, Relationship
The vendor could be a little more friendly. The people I talk to at athenahealth are usually...
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Operations
athenahealth usually refers us to videos for training, and the videos are sometimes difficult. We...
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Product
athenaClinicals can integrate. I can download information from other EHRs, but sometimes there is a...
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Product
Things are pretty good with athena's telehealth tool. For the most part, it is not very glitchy....
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Relationship
athena is undergoing some changes with their support team. They are doing a big overhaul in how they...
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Culture, Relationship
The vendor could improve the product by making the coding more accurate. The vendor also needs to...
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Loyalty
If I were on the market looking for a core solution vendor, I would choose athena. We did a pretty...
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Loyalty, Product
One thing I like about the EHR is that it is much more reliable than the other EHR systems I have...
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Product
athena's reporting functions could be more user friendly, but the reporting has also been helpful....
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Product, Value
Something frustrating is that when we enter a patient case and the provider responds, the case just...
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Product, Value
Since we have been using athenahealth's system, our intake process seems a whole lot easier. It is...
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Product
The system's patient portal access is pretty good, but patients have a hard time resetting their...
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Relationship, Product
From a clinical standpoint, the product is quite user friendly and makes good sense for workflow...
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Relationship, Product
When the product works, it works well. The vendor does routine updates, and every time they do an...
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Relationship
I have regular meetings with an athenahealth customer service manager, and they are great. They go...
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Loyalty, Product
athenahealth's system has a self-check-in functionality, and the vendor is currently in the process...
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Product
Overall, we have been pretty happy with athenahealth's system and the capabilities that it has. It...
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Culture, Value
athenahealth routinely upgrades our products for free, but if there is a new capability, such as a...
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Relationship, Operations
athenahealth does a good job of sharing all the information about what is coming in upgrades, and...
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Relationship
As athenahealth has outsourced their support, things have gotten difficult. When I call in, I...
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Loyalty, Product
The vendor has some AI capability for when I'm searching for something within the product. That part...
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Product
athenahealth’s EHR updates itself, so it is always on the current version. The EHR also just flows...
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Relationship, Product
The athenahealth system is a great product when it comes to quality measures in terms of keeping...
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Product
athenahealth EHR/PM is easy to use, and everything we need is in the system. There are not too many...
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Operations
Training for athenahealth's system involves going online. Sometimes when we have a question, we go...
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Relationship, Product
I want to be able to call athenahealth and tell them what is happening, but I have to put in a case....
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Product, Value
The flexibility that the product gives me to develop clinical protocols is great. I can develop...
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Relationship
athenahealth always assigns individual customer relations people to their customers. I have had some...
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Relationship
athenahealth has a policy that every so often, they change their customer relations people. I think...
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Relationship
athenahealth is very supportive when it comes to quality matters, MIPS, and those sorts of things...
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Product, Value
I have been extremely satisfied with athenahealth's EHR. The product has allowed me to put my...
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Operations
athenahealth's biggest downfall is the training; it lacks implementation and upgrade information. I...
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Product
athenahealth's system is robust. It offers some pretty great reporting with little building of the...
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Product
The vendor's actual EHR is phenomenal. It hits all the points that we need to see for medications,...
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Relationship, Operations
The biggest thing that would hold me back is if we had office staff who didn't really delve in and...
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Product
The new upgrades and updates have basically scrubbed the billing process to a pretty good detail....
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Relationship
athenahealth's people are always there to answer the phone. The vendor's case management interface...
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Operations, Product
athenahealth rolled out the new claims part of their revenue cycle upgrade. They released a lot of...
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Product
We would tell our friends or peers who were looking at athenahealth EHR that it is an integrated EMR...
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Product
We would like patients to be able to see their payments through the system’s portal. That is...
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Operations
athenahealth's training either doesn't align with their releases or aligns too closely. The vendor...
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Product
We have had a big struggle with coding and its inaccuracies. On the system's billing side, we have...
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Relationship
It is very difficult to get our point across to athenahealth so that they can even understand what...
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Operations, Product
The system is pretty user friendly, not only for staff use but also patient use. We have a patient...
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Loyalty, Relationship
With athenahealth, we are worried about some upcoming changes that they are making with some practices....
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