athenahealth EHR/PM - Small Practices Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
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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Product
There is a pretty big learning curve for athenahealth EHR/PM. The inbox document management is...
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Operations
We had a hybrid implementation where we had in-person and remote support. The problem was that the...
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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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Relationship, Product
There has been a change recently with athenahealth. We have had to reach out to them a lot more just...
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Value
I wouldn’t buy athenahealth's system again. There are just certain coding rules that we keep going...
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Relationship
We haven’t been able to get ahold of the new customer service manager to talk to them about our...
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Product
As far as integration goes, athenahealth is really flexible, but there are also a lot of...
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Product
athenahealth's system is just very clear. It has tabs that are labeled, and there are categories...
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Relationship
athenahealth’s customer support is very responsive. Regardless of the reason for our frustration as...
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Operations
My satisfaction with training falls a couple of points because we have to find a lot of ongoing...
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Product
The vendor is a little robust sometimes with some pieces, like patient outreach and things like...
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Loyalty, Product
There are some functionalities in the solution that are probably upcoming, and things that other...
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Loyalty
We joke all the time that we own the Cadillac because we have this solution. athenahealth was the...
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Product
We have had to create some workarounds to make athenahealth's system work for us, and those have...
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Loyalty, Product
athenahealth's system integrates well with the imaging facilities and labs that we need to integrate...
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Loyalty, Relationship
athenahealth is always looking ahead and planning the next step of their road map. athenahealth is...
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Relationship
If a small practice were looking at athenahealth's system, I would let them know that it is an...
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Loyalty
We looked at the market a few years ago, and athenahealth's system was the best option for us. We...
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Relationship, Operations
With upgrades, athenahealth sends out an email weeks to months prior with information, a video...
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Loyalty, Product
If I were hypothetically in the market for a new EHR or PM solution, my number-one consideration...
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Product
With integration, there are still a few things we are figuring out in terms of how to use it to...
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Relationship
For support, there is an online chat option. We can submit an electronic case, and then athenahealth...
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Operations
athenahealth’s training is good, but poking around and trying to find out how to do something isn’t...
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Relationship, Product
athenahealth EHR is an amazing product, but it feels like in the big scheme of things, athenahealth...
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Loyalty, Product
We are keeping athenahealth EHR because of the ease of use for providers. Our providers love it; our...
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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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