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Schafer Jackson
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User Commentary

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Manager

Win/Loss - Why they were selected (by current clients)

We chose athenahealth Telehealth because we were already using another athenahealth system. We...

Jan 2023
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Manager

Functionality and Upgrades

athenahealth Telehealth is very easy to use as long as our patients have good Wi-Fi connections. We...

Jan 2023
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Manager

Lessons Learned

If I had a peer or friend who was looking for a telehealth system, I would ask them what their...

Jan 2023
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Manager

Functionality and Upgrades

The biggest strength that we have seen in athenahealth Telehealth has been its flexibility for...

Jan 2023
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Manager

Interfacing and Integration

I would tell a peer that the system has worked for us. It is integrated with our EMR, so it works...

Jan 2023
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Manager

Functionality and Upgrades

An area for improvement is the quality of the videos. We have some freezing issues, and that could...

Jan 2023
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Manager

Relationship

athenahealth doesn’t nickel-and-dime, but they certainly want to make sure they charge us.

Jan 2023
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Director

Service and Support

In general, athenahealth has been slow and not as responsive to our requests or questions, and their...

Jan 2023
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Director

Functionality and Upgrades

athenahealth does not do group telehealth visits. They don't support that functionality. We can pack...

Jan 2023
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Director

Functionality and Upgrades

Overall, athenahealth has strong functionality for supporting telehealth visits, but there are some...

Jan 2023
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Director

Sales and Contracting

I am having a hard time separating what athenahealth advertised and what their product can actually...

Jan 2023
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Director

Relationship

Our project leads and the implementation managers that we have been working with have been pretty...

Jan 2023
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VP/Other Executive

Service and Support

We have been pretty frustrated with athenahealth's support model. We recently got a new person to...

Jan 2023
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VP/Other Executive

Other Observations & Comments

athenahealth's product is meeting all of our needs; however, our new users still don’t know...

Jan 2023
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Physician

Lessons Learned

Without a question, I would be highly likely to recommend the product to a peer. athenahealth...

Jan 2023
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Physician

Win/Loss - Why they were selected (by current clients)

We selected athenahealth because athenahealth Telehealth seemed easier to use than other products.

Jan 2023
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Physician

Implementation and Training

Compared with other vendors' services, athenahealth’s implementation services rate very highly. The...

Jan 2023
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Analyst/Coordinator

Service and Support

Recently, the vendor added a chat feature for their support system. That has allowed me to resolve...

Dec 2022
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Analyst/Coordinator

Service and Support

There is a column for messages on athenahealth’s homepage, and the vendor posts a message there if...

Dec 2022
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Analyst/Coordinator

Relationship

Every athenahealth practice has a customer success person, like an account manager. We know all the...

Dec 2022
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Analyst/Coordinator

Relationship

The vendor is excellent at letting us know what is happening and why. Ultimately, the goal for the...

Dec 2022
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Analyst/Coordinator

Functionality and Upgrades

We talked with the vendor about functionalities we don’t have yet. We would like the patient to be...

Dec 2022
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Analyst/Coordinator

Technology

If a provider is running late to a telehealth meeting, they don't have to get on the camera. They...

Dec 2022
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Analyst/Coordinator

Functionality and Upgrades

The product’s ease of use has gotten so much better. Occasionally, a patient cannot connect, but...

Dec 2022
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Physician

Win/Loss - Why they were selected (by current clients)

Normally, I like to use solutions from my EMR vendor. We already use athenahealth’s EMR system, and...

Nov 2022
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Physician

Functionality and Upgrades

Since the most recent update, the telehealth service hasn't been so great. I don't know whether the...

Nov 2022
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Physician

Functionality and Upgrades

Something that really irritates me about athenahealth's product is that the camera will stay on even...

Nov 2022
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Physician

ROI / Cost

Our previous telehealth solution was more economical and had more features that athenahealth's...

Nov 2022
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Physician

ROI / Cost

The telehealth platform is so expensive because it is on top of an already expensive system. Were...

Nov 2022
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Physician

ROI / Cost

The product is really convenient for patients. The sign-in process for patients is really...

Nov 2022
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Manager

Functionality and Upgrades

I thank God that athenahealth stepped in when they did and did what they did for our organization....

Nov 2022
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Physician

Functionality and Upgrades

The ability to screen share things with our patients would be really helpful. For example, if I am...

Nov 2022
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Physician

Service and Support

Generally, in some ways, the vendor’s proactivity has been very straightforward. The vendor made...

Nov 2022
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Physician

Implementation and Training

The vendor provided little video modules for us to learn things, but there were some nuances that I...

Nov 2022
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Physician

Service and Support

We really haven't had a lot of engagement at all from athenahealth on the executive side. The vendor...

Nov 2022
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Physician

Service and Support

When we need some help on something, it feels like there is a real delay before we can get in...

Nov 2022
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Physician

ROI / Cost

We are not going to look elsewhere because the onboarding process was such an intense and laborious...

Nov 2022
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Manager

Functionality and Upgrades

Telehealth is not a perfect science for patients, but athenahealth has made that process far easier...

Nov 2022
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Manager

ROI / Cost

Telehealth has been great for our patients because they haven't had to leave their houses. Patients...

Nov 2022
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Manager

Relationship

athenahealth pays attention to recommendations, and they have used our recommendations for changes.

Nov 2022
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Manager

Functionality and Upgrades

athenahealth needs to get up to speed about texting. I am currently having to pay an outside vendor...

Nov 2022
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Manager

Other Observations & Comments

We don’t work with the vendor’s executives. Things get put in a case and then get worked on. The...

Nov 2022
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Manager

ROI / Cost

Our patients have been positively impacted by the product because they can stay home and be safe and...

Nov 2022
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Manager

Relationship

athenahealth went through an aggressive stockholder takeover. They stripped out a good portion of...

Nov 2022
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Manager

Functionality and Upgrades

I rate the system's ease of use highly because the system is easy to use in comparison to our old...

Nov 2022
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Manager

Functionality and Upgrades

The product works very well. We are very happy with the telehealth system. For the most common...

Nov 2022
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Manager

Functionality and Upgrades

When COVID-19 first started, our providers were seeing their patients over an online forum. When...

Nov 2022
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Manager

Implementation and Training

The implementation was spot on. On the day that athenahealth said the system was going live, it went...

Nov 2022
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(0)
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Manager

ROI / Cost

athenahealth gives us a discounted price, but their discounted prices are really high. The vendor...

Nov 2022
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Manager

Functionality and Upgrades

athenahealth lets us know ahead of time that there are upgrades coming. We can watch the videos, and...

Nov 2022
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Manager

Service and Support

athenahealth’s phone support is good; the support people know their stuff. The vendor's online...

Nov 2022
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Manager

Functionality and Upgrades

The more I learn the system, the more I find little things that do not work well for the workflow...

Nov 2022
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Manager

Service and Support

athenahealth’s service is on point. I have never worked in a system where it is so easy to create a...

Nov 2022
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Manager

Relationship

athenahealth’s communication is excellent. The vendor listens and has a lot of availability for...

Nov 2022
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Manager

Relationship

We had a few amazing experiences with executive involvement at the very beginning, and then we were...

Nov 2022
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Manager

Functionality and Upgrades

athenahealth has a release every quarter of brand-new things that people are requesting, so the...

Nov 2022
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Manager

Win/Loss - Why they were selected (by current clients)

The main reasons we chose athenahealth Telehealth were the integration, the billing help, and the...

Nov 2022
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(0)
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Manager

ROI / Cost

We just pay a flat fee. With all the access and things we have with athenahealth Telehealth, the...

Nov 2022
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Manager

Interfacing and Integration

athenahealth Telehealth is the bomb. The integration is one of the best things about the system. I...

Nov 2022
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Physician

ROI / Cost

athenahealth helps us set up appointments and reminders for patients. They also help us submit bills...

Oct 2022
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Physician

ROI / Cost

A lot of patients need visits where they can discuss their concerns about their treatment plans....

Oct 2022
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Physician

Implementation and Training

athenahealth's support is very helpful, especially when it comes to claims. During our...

Oct 2022
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Physician

Implementation and Training

Sometimes, the vendor will offer to have someone hold a training session on what could be coming...

Oct 2022
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CFO

Relationship

There are a few things that we have expressed as necessary for our practice to be more efficient...

Aug 2022
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CFO

Functionality and Upgrades

Our providers have been having issues with the screens in athenahealth Telehealth. When a provider...

Aug 2022
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CFO

ROI / Cost

I think that athenahealth should not charge extra for athenahealth Telehealth. the product should be...

Aug 2022
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CFO

Functionality and Upgrades

athenahealth Telehealth was supposed to be the solution for everything; it was supposed to be a...

Aug 2022
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CFO

Service and Support

We have not had the best experience with athena’s phone and web support. Some things are sent...

Aug 2022
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(0)
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CFO

Functionality and Upgrades

Our experience with athenahealth Telehealth has improved drastically, but we are having challenges...

Aug 2022
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(0)
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CFO

Relationship

I have been invited to forums to talk with athenahealth executives about the product. I have been...

Aug 2022
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CFO

ROI / Cost

I think that for the price I pay for the product, I should be getting the full suite of services...

Aug 2022
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CFO

Lessons Learned

I would tell other providers about the gaps we are experiencing and that there are other solutions...

Aug 2022
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CFO

Service and Support

I love the regular meetings that we have with the team at athena. We are able to share our...

Aug 2022
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CFO

Other Observations & Comments

We are a small organization compared to something like a huge hospital system. I know how things get...

Aug 2022
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Manager

Interfacing and Integration

For all of our interfaces, the vendor has taken the lead or done things for us without any extra...

Aug 2022
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Manager

Service and Support

athenahealth Telehealth is better now than when it came out, and the vendor was quick to put the...

Aug 2022
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(0)
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Manager

Service and Support

athenahealth's phone support could be better because getting to the right department to get the...

Jul 2022
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Manager

Interfacing and Integration

I like that athenahealth's telehealth solution is integrated with their EMR, that everything is tied...

Jul 2022
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Manager

Other Observations & Comments

In our area, some people don’t have internet, cell phone service, or a cell phone that is compatible...

Jul 2022
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Physician

ROI / Cost

For the most part, athenahealth keeps their promises. There are some times when I can't get patients...

Jun 2022
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Physician

Functionality and Upgrades

It would be nice to get new technology. Pain points still exist. I put in a request for the vendor...

Jun 2022
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Physician

Service and Support

athenahealth is pretty good about alerting us when something is happening or when they plan on the...

Jun 2022
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Physician

Functionality and Upgrades

The product's strength is that it is like a video inside a video. I can see the patient while...

Jun 2022
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Physician

Functionality and Upgrades

The product's weakness is the ease of use. The vendor could provide a way for the patient to pay...

Jun 2022
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COO

Functionality and Upgrades

I don't know that we really have a lot of support needs on the telehealth side. The telehealth...

Jun 2022
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COO

Relationship

We have had account managers that have been excellent, and we have had account managers that have...

Jun 2022
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COO

Functionality and Upgrades

The patient-facing pieces of the product are the weakest. athenahealth needs to spend quite a bit of...

Jun 2022
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COO

ROI / Cost

athenahealth’s pricing is reasonable, but we do pay separately for the telehealth piece.

Jun 2022
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CEO/President

Functionality and Upgrades

It would be wonderful if we had the ability to do a little more texting back and forth with a...

May 2022
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CEO/President

Functionality and Upgrades

We would purchase athenahealth Telehealth again. The system does just about everything the vendor...

May 2022
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Manager

Service and Support

I don’t hesitate to call the vendor's support. The support people get us answers, and they take the...

Mar 2022
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Manager

Lessons Learned

I would recommend this system. I have used other systems, and athena's is the easiest system to...

Mar 2022
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Manager

Implementation and Training

When we first started on the system, athena did some education with us. However, when we started...

Mar 2022
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