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athenahealth EHR/PM - Small Practices Comments
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User Commentary
CEO/President
I left a health system because they were moving to Epic and I wanted to stay with athenahealth. I...
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CEO/President
The nice thing is that everyone is on the same system when athenahealth does updates. athenahealth...
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CEO/President
athenahealth has been wonderful in terms of cost. The price we pay to take care of everything is a...
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CEO/President
When we went live, there were actually athenahealth people in the office for the first few days. As...
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CEO/President
The system is one of the easiest I have used. I have hired a lot of people who have come from...
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CEO/President
I recommend the product to anyone who will listen, especially if someone is an independent provider....
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Manager
Just before going live, the training services were certainly limited. I would like athenahealth to...
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Manager
The system is fairly simple, but I would recommend for people to ask a lot of questions beforehand....
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Manager
athenahealth has been doing really well recently, but I always wish they could just do better. At...
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Manager
There is a lot of work that needs to be done with training. athena does provide the resources, but...
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CEO/President
athenahealth has too many levels and layers. I cannot give the vendor a high rating for executive involvement....
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CEO/President
athenahealth has done well driving tangible outcomes. The vendor has done a good job with MIPS. That...
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CEO/President
athenahealth's response to issues could be quicker. The vendor could improve by supporting our...
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CEO/President
I would give the vendor a high rating for delivering new technology that meets our needs. The vendor...
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CEO/President
The vendor has been doing very well with their ongoing support. The vendor calls the support people...
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CEO/President
The vendor was proactive about the training.
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Manager
I have noticed opportunities in the system where a few things could be better. In the reporting...
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Manager
We saw an increase in revenue compared to last year, and that was largely from the same volume of...
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Manager
There is some slowness in getting responses when setting things up for integration; there are some...
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Manager
I would highly recommend athenahealth because they are pretty responsive when we call them. When it...
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Manager
athenahealth has the ability to make changes very quickly because the system is cloud based. I...
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Manager
Everything we need comes to us. We have a basic lab interface, and we have an athenahealth...
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Manager
I recommend athenahealth pretty regularly. We recently added the vendor’s telehealth platform due to...
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Manager
The outsourced-claims follow-up is getting worse. I get copied and pasted notes with responses that...
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Manager
We are not tied to athenahealth more than we are tied to anyone else. At this point, it would be a...
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Manager
The customer success manager is very nice. In one case, the person tried to offer a fix for one...
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Manager
When we switched to athenahealth's system, athenahealth was pretty good. Their claims follow-up is a...
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Manager
athenahealth's system is a great platform. I don't complain about the actual software platform. The...
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Manager
I have recently started seeing claims in my queue that were many months old from athenahealth. I...
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Manager
I used to devote maybe an hour or two a week to claims follow-up for things that athenahealth would...
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Manager
athenahealth would match us to prospective customers with matching demographics and ask us to give a...
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Manager
Whenever there is a sales call, other vendors are often very pushy. I don't feel like that when I...
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Manager
For a lot of payers, timely filing for claims is 90 days. Sometimes it is 180 days, but generally it...
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Manager
I suspect that the smaller the practice is, the higher the charge that athenahealth collects per...
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Manager
The claims piece is an integrated function of athenahealth, and there is no way out of it. Customers...
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Manager
athenahealth gave us an account manager, and that offering was a lot better than what our last...
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Manager
athenahealth has been awesome at supporting us during the COVID-19 crisis. We are getting new things...
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Manager
athenahealth is consistently taking advice and looking into what people really want. They are trying...
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Manager
I have a pretty good relationship with athenahealth. I am not special, but I get emails about...
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Manager
The system is doing well at driving tangible outcomes. I use a couple of other outside sources...
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Manager
athena keeps all their promises. They wouldn't dare not to. They would be in trouble. It just takes...
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Manager
Money has to be coming in or we are not going to make it. The system has improved our A/R days, and...
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Manager
athena’s customer service has started to lack again. I can never get an answer when I call. The...
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Manager
athena has their billing and clinical sides together, and that is huge. The system is easy to...
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Manager
athena has been fine at supporting us during the COVID-19 crisis. We haven’t really needed our EMR...
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Manager
athena could have more communication about training and updates of training. athena has changed a...
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Manager
I like the ease of use of the system. If the doctors don’t complain all the time, I am really happy....
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Manager
We have some reporting issues and different things like that. It would help us out if those were improved....
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Manager
athena has opened up their market so much that we get a lot of vendor calls and integration. We...
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Manager
I would definitely buy the system again. athena is great, and they offer a lot of different options...
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Manager
Sometimes it is hard to get a response from the support people. Most of the time, we have to make an...
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Manager
Proactiveness from athena is good, especially now with the pandemic. They have really been on top of...
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Manager
There are so many different ways to do things in the system, so it is hard to get a basic...
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Manager
There are always some things that aren’t 100%. Our account manager could be better.
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Manager
athena doesn’t offer any training that I know of. I like self-learning, so I have taught myself a...
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Manager
athena is making constant updates. It just doesn’t seem like the billing part ever gets touched or...
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Manager
The solution is a good EHR. It does a lot. I am still learning things after several years of using...
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Manager
athena is a little tough in terms of contracting. They have charges, though not with every little...
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Manager
We can see a lot of patients, and we are experts now because of the system. athena just does beta...
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CIO
My IT team does not like the password management with athena’s system. It is so granular. We get...
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CIO
If I were responsible for just a single clinic, I would buy the system again. If I were responsible...
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Director
The system isn't part of our long-term plans. Our organization didn't have a long-term plan; they...
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Director
We have had to put in a lot of work to make the system work. There is an inherent cost in that work...
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Director
One of my biggest issues is that when we have a problem and call somebody about it, we will be told...
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Director
The ease of use isn't terrible; the system just doesn't function in the way that athenahealth said...
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Director
athenahealth was doing pretty well before COVID-19 about listening to their accounts and partners to...
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Director
I would like athenahealth to be held accountable. I would tell others to stay on top of the vendor...
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Manager
athena offers things that we would like to use in our clinic. It seems like those things would be...
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Manager
Everything that we are able to get in regard to the patients and pulling in their prescriptions or...
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Manager
athena needs to look at what practices need in advance and figure out how they can get it without...
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Manager
The system has so many repeated buttons that aren’t necessary. That is the part that makes the...
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Manager
When we log in, the first page shows all kinds of updates, articles, podcasts, and other great...
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Manager
The solution is pretty user friendly; things are pretty self-explanatory. We don’t need a lot of...
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Manager
In some areas, athena's solution is slightly better than a different PM solution we have, but in...
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Manager
athena's training was inadequate. People were being told different things, and we got one day of...
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Manager
athena’s product was not as well thought out as it should have been. The biggest problem with...
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Manager
There are parts of athena's solution that I prefer over other vendors' solutions, like the real-time...
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CEO/President
I would like athenahealth to focus more on the tech side of things, specifically interoperability. I...
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CEO/President
athenahealth has been very supportive throughout the COVID-19 crisis. They actually built templates...
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CEO/President
The system is very easy to use. At any given time, if staff members want to learn more about...
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CEO/President
athenahealth has a forum where all of their customers can put in ideas; the ideas can be simple....
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Director
I do not have any concerns about athena at all. From the get-go, they have been supportive, and...
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Director
The data conversion from our outside program to athena's system was problematic and not easy, and we...
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Director
Through the COVID-19 crisis, I would have liked athena to be a little bit quicker to support the...
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CEO/President
I went from paper to athena’s system. When we decided to get into the EHR business, we were already...
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CEO/President
The nice thing about the system is that it is truly a cloud-based platform. So athena can make...
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CEO/President
The solution has been part of my plans. And however long I have left to practice, the system will...
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CEO/President
athena has a very nice model because they want to see me do well. And the better I do, the better...
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CEO/President
It would be wonderful if we could get other vendors to open up and allow athena’s system to talk to...
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CEO/President
athena has gone through some transition and has grown quite quickly. The support has suffered just a...
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CEO/President
athena is very innovative. They listen to their clients. They are very on top of everything. When we...
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CEO/President
athena’s reportability is second to none. If we can think of a report, we can do it. That has always...
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CEO/President
The PM side is a huge strong point for athena. We knew we were always getting cheated by the...
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CEO/President
We already have order sets for coronavirus that athena has added. They usually do a good job...
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CEO/President
Most customers like the system. There is not a big turnover rate. Not a lot of people are leaving....
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Analyst/Coordinator
We haven't heard anything from our normal contact at athena about COVID-19, and that is unusual...
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Analyst/Coordinator
We have been using the athena product for our specialty. The solution is great. Our end users love...
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Analyst/Coordinator
athena does a really good job of not nickel-and-diming us. The cost has been pretty straightforward....
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Director
Our end users find the system very easy to use. Depending on the end user, each end user is going to...
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Manager
Everything was separate in our previous vendor’s system. If we wanted a patient portal, analytics,...
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Manager
Some users might have a hard time using the system. I work well with computers, so athena’s system...
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Manager
We pay a lot for athena’s service, but that is because we pay a percentage of the money we make....
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Manager
athena has created connection groups. athena created a group for our specialty that includes...
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CEO/President
The tangible outcomes that we were hoping for were based on the EMR and the work on our collections....
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CEO/President
athena’s fee structure is simple; they charge based on collections. They charge exactly what we...
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CEO/President
As far as integration goes, the product is working for us, and it works with the other things we do....
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CEO/President
athena’s support is easy to get ahold of, but I don’t know that the support people always resolve...
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CEO/President
Executive involvement is nonexistent. Most of the involvement we got before the implementation was...
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CEO/President
We despised our old EMR with a passion. The vendor was incredibly difficult to deal with and very...
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CEO/President
athena oversells what the system can do. We were oversold on what athena could do versus what our...
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CEO/President
There was a general lack of communication, scheduling, and training during the implementation. The...
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Physician
The product is pretty easy to use. We don’t really use new technology. The vendor has all sorts of...
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Physician
The vendor’s service is proactive; they are great with that. The vendor really anticipates all kinds...
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Physician
On an everyday basis, the vendor helps us with all the clinical things that we do. Our revenue has...
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Physician
The up-front price is very low for us. It is just the ongoing percentage of revenue that we spend....
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Physician
I would be very likely to recommend the product to others. It is really good. There is nothing...
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Physician
athena’s support is okay. athena is really helpful with certain things. If we have simple questions,...
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Physician
It is hard to say whether we receive our money’s worth. We pay a huge amount of money for the...
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Physician
The product is part of our long-term plans. We have been on it for many years, so we are sticking...
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Physician
We are not nickel-and-dimed, rather the opposite. The vendor charges us a percentage fee for our...
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Physician
Upgrades from the vendor don’t happen very often, and they are usually really minor. There is not...
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Physician
The vendor’s training is not on a schedule. We ask for help, and we ask questions when we need to,...
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Physician
The system integrates with the things that we want it to. It integrates with the medicine databases,...
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Physician
The services allotted for smaller specialties are all based on the vendor's number of users. So the...
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Physician
I have been with athena for several years, and I have been really happy with them and with how they...
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Physician
My experience with athena has been positive overall.
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Physician
My complaint during the implementation was the lackadaisical approach to the timing. We signed the...
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Physician
athena had a so-called promotion in which they offered a couple of months free, but those two months...
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Physician
athena gave us training on the PM side. They showed us how to send people to collections, how to set...
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Physician
I am very impressed with the functionality. My frustration is that there is no way to access the EMR...
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Analyst/Coordinator
The vendor can sometimes be slow to deliver new technology. They usually have new technology...
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Analyst/Coordinator
When we first started working with the vendor, we had support agents close cases before anything was...
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Analyst/Coordinator
There are many moving parts to the product. The vendor is pretty proactive in terms of making sure...
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Analyst/Coordinator
I would personally rate my overall satisfaction high, but I know a few others who would rate it a...
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Analyst/Coordinator
Due to COVID-19, we have some patients leaving the hospital earlier than normal. During the crisis,...
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Analyst/Coordinator
The vendor does not nickel-and-dime. They get a percentage of what we make, so if we have a bad...
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Analyst/Coordinator
I rate the recent upgrades highly. The vendor really tries to make sure that we know what is going...
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Analyst/Coordinator
The vendor does not keep all of their promises. Some things were sold in the beginning that the...
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Analyst/Coordinator
When we make tickets to get something interfaced, we aren’t able to get a reliable interface. There...
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Analyst/Coordinator
We can customize a lot in the product, but we can’t customize everything. We have been able to...
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CIO
The executive involvement from athena has dipped a little. I think that is mostly because of our...
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CIO
We never have issues with the PM piece. The tangible results for the clinics from the reporting are...
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CIO
Some of the reporting within the system is really good. There is a barcode administration report...
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CIO
There is absolutely no nickel-and-diming with athena. If we had to start over, I would go with...
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Director
During the implementation, we could have learned more about the application. The implementation was...
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Director
The integration and interoperability of the system could improve.
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Director
Everything that athenahealth provides is based on the feedback of the users, so I would say the...
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Director
I would give the ambulatory product the highest score in terms of overall quality and upgrades. The...
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Director
athenahealth is great about avoiding charges. However, I know that my CEO has issues with the value...
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Director
athenahealth did a great job with the implementation. They just worked really closely with us. We...
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CIO
The ambulatory part of the system is excellent; our providers love it. athena has stayed on top of...
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Manager
athenahealth's billing product is better than other vendors' products, so athenahealth should be...
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Manager
athenahealth has poor service. They sold us an interface that they didn't have, and now they are...
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Manager
athenahealth's training is pretty good. The vendor is very good about helping us learn how to use...
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Manager
Since we have been having issues, we would like athenahealth's executives to be on the phone with us...
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Director
I am not looking at different options for systems. I would feel comfortable keeping athenahealth’s...
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Director
I don’t recall all of the promises made to me, but I would say that athenahealth generally keeps...
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Director
The vendor doesn’t nickel-and-dime us. The product is an open software system, and we pay based on a...
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Director
Nickel-and-diming doesn't happen with athenahealth. They have an open platform, so having the system...
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Analyst/Coordinator
We get what we need out of the system. There has never been a time when the system has not been...
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Analyst/Coordinator
The whole billing part is super cumbersome. We have to create a different department for every...
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Analyst/Coordinator
I have worked with a couple of different systems, and I know that not every system is perfect. Every...
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Analyst/Coordinator
athena created a success road map that aligns the things that they are looking to do over the...
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Analyst/Coordinator
A lot of nuances are based on really silly functionalities of the system that I think athena...
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Analyst/Coordinator
athena provides information to us about new technology, but we have to dig for information on known...
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Analyst/Coordinator
Our executive person is pretty responsive to the things that we ask for in terms of getting things...
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Analyst/Coordinator
athena geared everything toward being online. There is online training, but the setup wasn’t easy....
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Analyst/Coordinator
We have some limitations with integration because we have multiple systems, but I don't always think...
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Analyst/Coordinator
athena stays pretty up to date and keeps up with codes. They have two major updates each year, and...
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Director
I feel like we are still trying to upkeep things from the implementation several years ago. Once we...
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Director
We have customer service representatives who should be more knowledgeable about what is tailored to...
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Director
The EMR is customizable, but it is almost too customizable. It is good for those end users who have...
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Director
The vendor's timing when it comes to getting back to us is delayed. By the time we get an answer...
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Director
I don't have comparisons to other EMRs pricewise. Our start-up cost was based on our revenue, which...
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Director
The EMR is very user friendly and up to date. The vendor is almost ahead of us as far as new...
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Physician
When I think of some of the outcomes that I would like to see from the system, I would like to see...
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Physician
I like the ease of use of the system, and the shortcuts are easy to use and easy to create regarding...
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Physician
I would like to easily access the patient’s address, primary care provider, and insurance...
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Physician
The system is part of our long-term plans. We have no plans to change. So far, athena has been...
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Physician
athena has kept their word, according to the contract, in terms of what they charge for. We have...
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Physician
I haven’t had any ongoing training. I don’t know whether it is available, but I have not been active...
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Physician
athena’s services are highly proactive. athena is very good about that.
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