athenahealth EHR/PM - Small Practices Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
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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Product
The one reason I like athenahealth's product so much is that it is very user friendly. Previously,...
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Relationship
My old CSM left, so I'm now dealing with a new one, but so far, they have been good. They have some...
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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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Culture, Value
athenahealth promised the world and then didn't deliver. Later, they came in and offered to do a...
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Product
We have a lot of interfaces with athenahealth's product. There is a lot of room for mess-ups with...
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Relationship
athenahealth used to have a better customer service center. It used to be that no matter what area a...
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Product, Value
I used to be able to put an iPad at the front desk for patients to sign everything, so there was no...
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Operations, Product
athenahealth did a billing and registration update this summer that they should have done in the...
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Relationship
athenahealth has too much involvement. I don’t want them bothering me when I am working in...
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Relationship
I like that we have an account manager we can speak to. Even though their hands are tied with some...
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Relationship
I have been with athenahealth for many years and have promoted them in many places. In the...
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Operations
The vendor has ongoing seminars or training sessions that we can participate in. It is up to us...
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Relationship
I don't always like athenahealth’s upgrades, but the vendor is good at keeping things current. The...
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Relationship
In terms of the vendor’s support, it used to be the case that we could just pick up the phone and...
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Relationship
The vendor gives us a client person. We can send an email or call someone if we are not getting...
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Culture, Value
The pricing is reasonable for what we get. It would be a nightmare if we had to bring everything...
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Loyalty, Relationship, Product
A lot of outside resources will integrate with the product. No system is going to be 100% perfect,...
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Relationship
athenahealth calls us regularly. We schedule regular meetings, and we interrupt those all the time...
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Value
The system is not cheap, but I don’t have anything to judge that on; I haven’t been out there...
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Product
I can operate the system from anywhere. Years ago, we had an issue where our office was technically...
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Loyalty, Product
There are some improvements I would like to see in the system, but I know the vendor is working on...
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Operations, Product
There are regular updates to the system. We get a heads-up on those updates and see what is coming,...
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Loyalty, Value
I am considering changing to a different EHR partly because of cost. athenahealth is unfairly...
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Operations
My go-live process was well supported, and the initial training was fine. I have not received much...
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Relationship
I can reach out to my customer service manager, who is actually pretty good right now. They are...
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Product
My complaint is that even though I am very familiar with the platform and it moves as quickly as it...
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Product
athenahealth's platform can be a little too complicated, whether from a billing or a documentation...
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Operations, Product
The process of setting up the system and its interface was hard.
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Relationship
athenahealth keeps changing the person who is dedicated to our account. When we try to make an...
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Product
athenahealth has a great billing system. Everything lines up when we put in codes, so instead of...
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Product
athenahealth is doing some strange things when they deny claims. When they deny claims and ask for...
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Value
athenahealth is in it for the money. They are a public company, so they have to bring their...
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Loyalty, Relationship
Revenue cycle management is so much better with athenahealth's product than with other EMRs. A small...
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Loyalty, Product
There are so many parts to the clinical side of athena. They have made improvements to their...
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Product
athena's app is made for any sized practice, and that is golden. The product is for any practice...
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Value
athenahealth does not take the quality money that we get, so we get our money’s worth. If we get...
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Relationship, Operations
I don't feel like the people at athenahealth are trained well enough, and that is why they end up...
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Operations
athenahealth focuses so much on following the modules and learning how to do certain things. But...
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Product
We utilize a lot of the order sets and stuff we can do with athenahealth to really customize...
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Relationship
What I don’t like about athenahealth is on any service call, their support team will try to say an...
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Relationship, Product
My satisfaction with athenahealth used to be higher, but recently, that satisfaction has dropped...
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Loyalty, Value
We are always looking for a way to switch from athenahealth's solution if possible. There are still...
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Culture, Loyalty
Some of the features in athenahealth's system do not work as promoted. athenahealth recently offered...
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Product
athenahealth's system is easy to use. However, there are always concerns that the system is not...
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Value
In our practice, it is crucial that we collect on every dollar that is owed to us because we have to...
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Product
Compared to other products, athenahealth EHR probably has the most robust data set and ease of use...
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Product
Authorization management is a challenge with any product. No one has gotten it right. athenahealth...
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Loyalty, Product
athenahealth hasn't done much with the collector part of their user interface for years, but...
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Value
In our practice, it is crucial that we collect on every dollar that is owed to us because we have to...
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Value
We don't need an IT department to run the system because the system uses a web interface. That is a...
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Relationship, Product
athenahealth has a system in place so that if we find shortcomings in the software, we can make...
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Operations
The vendor's training is excellent. They have online and in-person training. That training is...
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Relationship, Product
One issue that we have had with the product is multi-language support. athenahealth partners with...
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Relationship
The vendor's support staff members are really good. They go out of their way to help us every time...
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Culture
athenahealth told us that they were going to offer a way to interface with the system, but when I...
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Operations
athenahealth's upgrades are excellent because they are transparent. The vendor does them during off...
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Product
I would love one box where I could put a personal note to remind myself of something. Lots of other...
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Product
On the clinical side, I have no issues with the product. I have access to things outside of our...
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Loyalty, Product
There is one thing that I want. I am never going to give the overall product quality a perfect score...
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Product
The system allows me to see issues that a patient is having and respond and correct the issue....
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Operations, Product
I always struggle with the reports from athenahealth. There are so many reports, and that is great....
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Operations, Product
For onboarding, the solution is effective if we know how to make changes and updates to the system....
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Culture, Value
We purchased the basic product, and we get charged for each component piece that we add. Nothing...
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Relationship, Product
The communication between athenahealth and our IT department is less than ideal. Whenever we get an...
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Relationship
We had a recent experience with athenahealth where the vendor just wasn't doing root-cause analyses;...
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Product
I like that the solution is integrated and can deal with the complexity of healthcare insurance.
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Product
The product can’t report outcomes right now. For example, when a patient comes in wanting to get...
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Product
If we want something changed, we have to submit the change to a suggestion box, and then if other...
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Value
Portal billing is a developing requirement that we use because the payers keep dinking us year after...
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Product
The interoperability with our primary system needs help. The state health exchange needs help. We...
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Relationship, Product
athenahealth tried to adapt to win payers by changing collection policies. On the back end, they are...
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Relationship
The account managers from athenahealth keep flipping every few months. We don’t tend to have regular...
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Operations, Product
athenahealth's system is very intuitive and relatively easy to use. It has a lot of power. There are...
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Value
We certainly pay for athenaCollector, but athenahealth does a nice job of scrubbing the codes that...
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Product
athenaCommunicator is reasonable, but we still get patients all the time that get put in the wrong...
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Relationship
athenahealth has very good web support. Whenever we need anything, it is easy to get support from...
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Product
I like the athenahealth EHR. It is user friendly and helps me run my practice with the fewest number...
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Culture, Product
In athenahealth's EHR, the right hand doesn’t know what the left hand is doing. For example, when I...
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Product
With some parts of athenahealth's EHR, getting information from other locations is simple; we just...
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Culture, Value
Considering what we signed the contract for, athenahealth does not charge for every little thing....
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Operations
We don’t really hear from athenahealth about training now that the EHR is implemented. Right now,...
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Product, Value
athenahealth's EHR is one of the better evils that we have to deal with, but there are some big...
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Product
athenahealth's EHR seems to have not changed much in terms of technology. There have been some...
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Relationship
A lot of times, we can't understand athenahealth’s support team if we actually call in, and then if...
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Value
The amount of money that athenahealth takes is really hard for us because of our organization’s...
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Loyalty, Product
The clinical aspect of the product is stellar. There is no EMR on earth that is better. I have...
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Product
In the EMR itself, we can move an order just by dragging it up or down, and then the system learns....
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Relationship, Operations, Product, Value
One outcome that we have seen from using the system has been with the amount of time that it takes...
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Culture, Value
One thing that makes athenahealth stand out is their prices that incorporate necessary upgrades....
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Relationship
The vendor's support people are very available. At one point, we needed to create some reports, so...
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Relationship
My main issue with the product is the claims side. For the last while, the vendor has not followed...
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Product
We are pretty pleased with athenahealth's product. We like how user friendly it is. The product is...
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Loyalty
We are firing athenahealth from our organization, although I wish we didn't have to. They weren't...
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Product
athenahealth’s EHR is flawless, and so is the process for scheduling and setting up the patient's...
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Value
Billing, posting payments, and working denials with athenahealth is a catastrophe. athenahealth's...
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Operations
We trained ourselves on athenahealth’s system. They offer training, but it is remote training or...
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Operations
athenahealth could improve their training by providing a person that actually does the training....
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