athenahealth RCM Services Commentary
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Subject Expert
Mollie Hunt
Research Director
Commentary Summary
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User Commentary
Relationship, Operations
My staff members constantly complain about denials, authorizations, and support with the firm's RCM...
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Operations
Sometimes there will be situations when patients make mistakes with where they send their payments...
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Operations
With athenahealth’s RCM services, there are some things I have to scrub or that I will adjust the...
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Relationship, Operations
There are still some areas that athenahealth could improve with their RCM services. The firm's staff...
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Loyalty, Operations
We continue to use athenahealth's RCM services because they have a lot of data. If we were to switch...
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Relationship, Operations
When I meet with our athenahealth customer service person, we go through our reports, and we exceed...
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Relationship, Operations
The biggest gap athenahealth could fill is helping manage refunds that need to be sent to the...
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Relationship, Services
athenahealth’s initial customer service for those who know nothing is fabulous. Their online...
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Operations
For the administrator of the practice, it is very good to have all the different kinds of reports...
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Operations
All we do is create a charge and send it. athenahealth does the rest. The only things that come back...
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Value
I would rate athenahealth’s impact on the denials rate slightly below the top because there are...
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Value
RCM is the most important thing. So athenahealth has made our job much easier from a practitioner’s...
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Operations
athenahealth's services really do it all for our practice. The rules engine that scrubs outgoing...
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Relationship, Operations
athenahealth's staff members are better now. We have a customer service manager assigned to us who...
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Relationship, Operations
athenahealth consistently exceeds expectations, but when we first went live with their RCM services,...
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Services, Value
Initially, we had a lot of billing issues with athenahealth. We are working through them, but that...
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Relationship, Services
athenahealth doesn’t proactively engage. We are having billing issues related to some of our...
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Loyalty, Relationship, Value
To exceed my expectations, I would need to feel like a small practice is as valuable to athenahealth...
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Relationship
Our representative talks a big game, but they don’t deliver. There is no action or follow-through....
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Relationship
The RCM services are doing the job, just not well or proactively to help us be better. When we ask...
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Relationship, Services, Value
The revenue cycle is where athenahealth shines the most. They are very helpful in how they work...
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Operations
athenahealth’s sales team is very difficult to deal with, and their pricing practices are a little...
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Loyalty, Services
I'm not sure I would buy the RCM services again. I have issues with those. The same mistakes keep...
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Operations, Services, Value
A good thing about the athenahealth services is that the firm doesn’t charge for everything. There...
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Loyalty, Services
We have one person who keeps us from pulling out of the arrangement with athenahealth, and that is...
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Loyalty, Relationship, Value
There are good pieces about the revenue cycle, but the posting is a major issue. So are the...
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Services
athenahealth has come out with some pretty good changes with filing the claims and making edits and...
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Loyalty, Services
Even though athenahealth has a team for our specialty, I think they have a long way to go in getting...
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Relationship, Operations, Services
Our client services manager does a good job of trying very hard to resolve things, but as we go up...
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Operations, Value
Our claims do get out on time. We don't have a really big issue with those not getting out the door....
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Relationship, Services
The quality of athenahealth’s staff is so mixed. athenahealth has people who are absolute rock...
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Relationship, Value
athenahealth does a good job. They are constantly out on the edge, trying to make improvements. They...
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Relationship, Value
We have never had any problems with athenahealth. At one point, we engaged an outside group to...
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Loyalty, Value
The wind is shifting, and athenahealth is starting to charge for more things, such as APIs. The last...
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Relationship, Operations, Services
I like having our clinical modules in the same system as our revenue cycle management modules, and I...
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Relationship, Operations
The denial rate is like a team sport. athenahealth takes the message from us, runs it up the hill,...
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Operations, Services
There are some things that athenahealth could be better at. When we talk to athenahealth about an...
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Services, Value
I don't have any problems with athenahealth’s impact on cash collections. In addition, athenahealth...
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Operations
The biggest area that athenahealth could improve in would be managing which physicians are in...
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Operations, Services
athenahealth bought a thing called Epocrates, and it is embedded into athenahealth's solution. One...
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Relationship
athenahealth does not exceed our expectations. They barely pull things across the line. athenahealth...
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Relationship, Services
athenahealth’s biggest opportunity continues to be in their own internal quality management of...
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Relationship, Value
We have a good relationship with our people. athenahealth tries to drive tangible outcomes....
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Value
athenahealth charges for every little thing plus tax.
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Relationship
athenahealth has worked on making some progress year over year. Previously, we had a lot of issues...
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Relationship, Services, Value
athenahealth manages my claims behind the scenes. They work the claims, call the insurance...
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Relationship
I meet with my athenahealth customer representative regularly and use all the KPIs and metrics that...
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Services, Value
athenahealth notifies patients of their balances via text, email, portal, and mail statements, and...
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Services
It is very helpful to have the firm open the payments, scan all the information in, and attach it to...
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Relationship, Services
Having all the payments posted is a plus as long as they are posted correctly. athenahealth puts...
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Relationship, Operations, Services
athenahealth needs better training on payment posting. We are finding errors, like checks not being...
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Relationship
Our athenahealth account manager is great, but we also have to go through the help desk first. Our...
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Value
There are fees for everything with athenahealth. When it comes to the payments posted, a lot of...
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Relationship
We have had a lot of issues with errors from the athenahealth team. We have to catch those errors...
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Relationship, Value
athenahealth does consistently exceed expectations. I look at the big picture, but my team members...
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Relationship
athenahealth’s staff and consultants are excellent. We have the best CSM the firm has, or at least I...
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Value
athenahealth's payment model is very complicated. The bigger an organization is, the better the...
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Relationship
With athenahealth, we have a support person who is good and gets things done.
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Relationship, Services
athenahealth submits clean claims that are straightforward and uncomplicated. The firm has a lot of...
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Value
athenahealth is expensive, but we just went through a whole process with a partnership agreement...
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Relationship
I'm happy with athenahealth’s services, but it appears we are a middle-of-the-road client for them....
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Relationship, Services
What the firm said they were going to do, how they delivered the system, and the operations...
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Operations, Services
If athenahealth improved their claims processing work, we wouldn't have as many denied claims....
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Loyalty
I probably wouldn’t automatically renew our service with athenahealth. I would have to do the...
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Relationship, Services
athenahealth is better when it comes to empowerment. I would give them a higher mark in that.
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Relationship
My athenahealth representative is amazing. They do their best to go to bat for me regularly....
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Operations
athenahealth is going down in strategic ability.
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Operations, Services
athenahealth's system is supposed to automate claim submission and do follow-up and payment posting,...
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Value
athenahealth charges a ridiculous sum. We pay them a lot of money.
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Relationship
We were on revenue cycle services with another firm before. athenahealth said that they could do all...
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Relationship, Services, Value
In working denials with athenahealth, a lot of local payers have really cracked down on who can...
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Operations
We use athenahealth for our EMR and for billing and everything. We love athenahealth. We are a great...
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Loyalty, Services, Value
athenahealth is one firm that we are very satisfied with the services of, so the scores are going to...
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Value
I would rate receiving my money's worth with athenahealth at the top of the scale. The service is...
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Relationship, Value
The level of service I get from my customer success manager is outstanding. It is like having a...
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Loyalty, Relationship
athenahealth does everything. Anybody who goes on athenahealth would probably use their service...
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Services, Value
The patient experience is completely dependent on whether a claim gets paid, so since most claims...
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Relationship, Services
athenahealth doing our billing and coding is an extra package, but I find it to be very helpful. My...
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Relationship, Services
I just feel like we get a lot of support from athenahealth whether that is through the client...
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Operations
Some of the reporting in this solution can sometimes be challenging to create or there can be little...
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Relationship, Value
With athenahealth, our A/R days are pretty good. athenahealth is pretty good at productivity other...
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Services
athenahealth could probably be a little more aggressive on their appeal process. That could be...
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Services
For a private practice, athenahealth probably does an excellent job on the patient experience. Due...
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Value
I would recommend athenahealth. Obviously, the person I recommend them to would have to do their own...
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Services
We do all of our own prior authorization. We do not use athenahealth's authorization services. We...
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Relationship, Operations
athenahealth's staff members at the management level are excellent and collaborative. With their...
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Relationship, Operations
athenahealth is doing an excellent job of anticipating where the market is going and trying to...
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Operations
Revenue cycle management is like an electric car. It might be able to drive itself, but we aren't...
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Relationship, Services
athenahealth did what a lot of big companies do, and they instilled in their staff this idea that...
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Relationship, Services
athenahealth does 100% of our posting. That is kind of their model, and it is a differentiator for...
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Relationship, Operations, Services
We are trying to optimize the revenue cycle team's processes. The firm is able to perform between...
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Relationship, Services
When we got started with athenahealth, the person who onboarded us wasn't very knowledgeable, and it...
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Relationship, Services
Our athenahealth customer success manager will round with me so that we can talk about what...
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Relationship, Services
athenahealth is doing very well with the denials rate. When there are claims that they can't work,...
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Operations
athenahealth’s portal is super easy to use. Everything is super easy for the patient. The output for...
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Relationship, Operations
athenahealth provides us with a platform and clearinghouse to process our claims. They have a robust...
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Relationship, Operations
We had some hiccups to start with, but we got them worked out. We didn't have any cash collections...
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Relationship
We have an athenahealth customer service person who is on top of everything as soon as we contact them....
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Relationship, Services
I have one person from athenahealth in particular who is a direct contact, and I would definitely...
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Relationship, Operations
The hang-ups that I have come across with athenahealth are more so in the administrative and billing...
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Operations, Value
The firm is doing some patient collections and denial things, and their impact is high on those...
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Relationship, Services
The firm interacts with patients from time to time, and I have literally never had one of my...
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Services
There are definitely areas for improvement with athenahealth's RCM services. We still have issues...
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Relationship, Operations
There is no communication from athenahealth, especially when claims are getting denied or if they...
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Loyalty, Relationship, Value
athenahealth is obviously meeting our money's worth in the sense that we are okay, but we could be...
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Relationship, Services
athenahealth’s involvement is low, and there is a lack of communication. When I got here, the...
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Value
athenahealth does avoid charging for every little thing. It is worth noting that the way...
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Relationship
We expect a lot of athenahealth honestly. We have met with their team consistently throughout our...
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Loyalty, Operations
We are a very niche practice, but when we were able to explain what they need to execute,...
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