Who Uses This Software?

physicians, physician executives, clinical managers, practice managers, office administrators, healthcare executives, c-levels, hospital administrators, nurse practitioners, physician assistants


Average Ratings

619 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • athenahealth
  • www.athenahealth.com/
  • Founded 1997
  • United States

About athenaClinicals

athenaClinicals helps doctors deliver high quality care by organizing the moment of care for maximum clinical productivity, performing administrative and quality services on a doctors behalf to ensure full payment, and tracking all physician orders to close the loop on results and follow-up care. Doctors benefit from continuous embedded access to the best practices of the nations largest clinical network, the most up-to-date and extensive quality rules and industry guidelines.


athenaClinicals Features

  • Appointment Management
  • Charting
  • E-Prescribing
  • E/M Coding
  • Handwriting Recognition
  • HIPAA Compliant
  • Meaningful Use Certified
  • ONC-ATCB Certified
  • Patient Portal
  • Voice Recognition

athenaClinicals Reviews Recently Reviewed!


year 1 of pure and utter hell

Jan 26, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Comments: i am so sick of apologizing to patients, looking like i am a moron and staying hours later ( sometimes 1am compared to previous (functional) ehr where 730pm was the record and i¿d occasionally miss the gym before closing...now i have suspended the gym membership). do not get. if you have any standards and clicking boxes does not suffice for your standards, or if you expect reliability and functionality, this ehr will drive you mad!!!

Pros: it¿s search feature was useful ONE TIME compared to our old ehr. ..the training team was nice and appeared competent. appreciate e-prescribing controlled substances WHEN IT actually WORKS AND ACTUALLY GETS THERE AFTER YOU¿VE BEEN ALERTED THAT IT HAD!!!!!!!!!

Cons: I am facile in computers and code to some extent. i am picky about my notes but am creative and work around a lot of garbage and always have without as much as a groan and am considered quite agreeable. HOWEVER, the word ATHENA incites rage in me. portal doesn¿t work. can¿t preload notes until pt checked in. this is bad for new patients in my specialty. when highlighting text, it does not overwrite. you have to press delete and type. finding documents is a frickin scavenger hunt. 5 or 6 clicks before you can even start seeing a pt. viewing labs is torture. viewing med list is torture. documents get redirected capriciously when scanned. one hopes and prays an rx went through when it said it did. we have initiated a boatload of safety concerns to our quality department but get tired of doing it. customer support...god help me. portal does NOT work. can¿t dispose of certain things on your dang list until weeks of dedicated manpower exhausted. when things supposedly fixed, they will not tell you what the issue was or how they fixed it AND IT STILL DOESN¿T WORK. Feedback on labs from provider ( and pretty much anything) involves an archaeological dig to unearth. reminders for appointments via text cannot be adjusted so for a 15 min earlier arrival ( thus pts get rather upset)...i¿ve been told of billing quirks (it was supposed to be our savior or something). communication with other healthcare systems blows as no one else was stupid enough to get this. problem lists are imported from the previous (functional) ehr and translated into things like ¿rage and unsocialized behavior in an adult¿ when original dx was something like ¿anger issue¿...leaving some pts in tears before you talk them down...some documents sent to you are never received. so hard to differentiate to a pt the origin of an error. you look like you don¿t know jack to a pt when using this ehr saying things like (after several deep breaths)...¿ if they said they sent it, it¿s very possible they did; however i do not see it ...i would recommend that they mail the document to me as if they fax it, it will be hijacked by the system....here is an addressed, stamped envelope for them to send it in...i greatly apologize for the delay this has caused in your treatment.¿.

Disheartening, despite ok start, progressively worse over time (less than 6 mos) and continues

Jun 07, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Marketed as a product for multiple disciplines and specialties, however, does not support occupational therapy services. OTs are told to use PT templates and configurations despite (1) potential conflicts with documentation for reimbursement and (2) being initially told that OTs were a supported discipline. Account managers are not useful as they refer back to the service center for all issues. It is an endless cycle. Not knowingly, we were not set up properly before launch, and despite repeatedly telling the AM that the system wasn't sufficient for us and that we had to work harder to make it work for us, 7 months later we find that ours is not configured as it should have been. This was discovered after connecting in The community on The resource hub, which is another brush off that The managers refer clients to repeatedly, as well add o-help. There has been no response on this or even consideration of trying to keep a client happy by an account manager. The system is severely lacking and counterintuitive, and if individuals make suggestions for improvement, they are "voted on" for consideration, even if the suggestions or requests are standard in the industry or required by governing bodies. Many requests and improvements are not made. We truly question is up to date and compliant. Clients are told to create templates, or modify current (such as a standard facesheet), by coding them independently. Most medical practitioners (1) are not coders and (2) are not paying for a service that requires more time and effort than less. I was actually told by a higher level account manager that the solution could be to hire an outside coding agency to complete this task (vs it being standard in the existing product or have a dedicated person in Athenahealth that assists with coding needs). The therapist reviews in the hub are not favorable. Individuals considering purchase of system would never know how many years of complaints exist and "make it work" scenarios. Unfortunately, changing EMRs is not simple and quick and is often costly. The billing portion is fair but mistakes are still made with submission requiring extra time in "hold" and delays in reimbursement. AthenaClinicals is just horrible. There is a definite environment fostered within Athena that is brush off, dodge issues, let clients figure it out, and if they leave "oh well." We are disheartened and infuriated at the same time. If our practice had the same reviews, both public and internally, I would be very ashamed, take a step back, and wonder where things went wrong, let alone REALLY wrong. Bottomline: if anyone sees this who is considering Athena, regardless of discipline, go with another service provider. We as existing clients see ALOT in the community feedback on our resource hub. You will be entering something that you will then be prepared to get out of with excess cost.

Pros: Practice management reports and features are in abundance if that is your priority. The reminder call system does what it is supposed to. Community section in resource hub lets you know that others are just as frustrated and upset. Most of the customer service reps are very pleasant and helpful when the functionality or configuration is there; of it is sub par and missing, they do apologize.

Cons: The clinical documentation product is terrible. Supports physician- based practices vs rehab/OT/PT (though clients can see comments on product for all disciplines). Lack of quality templates that are compliant with regulatory agency requirements. Lack of feedback options. Lack of support. Account managers do not actually help to manage any issues you have with product. Very time consuming to call in for support repeatedly. Athenahealth clearly does not review feedback on community resource hub. Individuals that process Athenafax can be lazy and not process items with documents clearly identified with Athena identifiers/ printing, leaving in review for practice to handle (extra work). Honestly...too many cons to list.

5 Star Review

Feb 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Our office went live with Athena Communicator and Collector in September of 2013. We had previously used 2 other billers and schedulers/management systems at that point and I have to say we are all glad that we chose Athena. The customer service department and our implementation team were beyond helpful. We appreciate that Athena is ever changing, and always looking to improve the ease of business and quality of care. As we know, no product is ever perfect, but Athena comes pretty darn close. The team at Athena actively listens to concerns and suggestions from their customers. I have dealt with many companies who "understand your struggle" but can't do anything about it or "are very sorry, but that's just the way it is". Athena, is NOT that type of company. They have interactive message boards that you can talk to other practices having issues and also Athena team members, so together a plan can be created to alleviate the problems you are having. Not to say EVERYTHING can be as perfect as you want it, but there have been enough changes in Athena where the direct action was taken from a concern or complaint that makes us as a customer feels valued and understood. A real testament to Athena should be that we looked at their Clinicals product in 2013, but our provider didn't see enough of what he was looking for to change from our current EMR to Athena Clinicals at that time. However, at the end of 2016 we revisited the idea and did some more demos, the Clinical product has changed so much (in a good way) that we have chosen to switch and are looking at implementation in March of 2017. All of our office staff and our providers feel that Athena is a solid product that helps us streamline our workflows and provide better patient care. We are very excited to embark on our next Athena journey and couldn't be happier with the products and support.

Pros: Ease of Use, Rarely any system downtimes or system issues, Receptive customer service and account managers, Transparency you can see everything that has happened and who did it

Cons: This product is the most costly that we have used, however, we have definitely made more in revenue by using Athena than not.

Consultant with AthenaNet in different practices

Feb 15, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: My business partner and I have had extensive experience with AthenaNet and EMRs, in general within a spread of different medical practices. AthenaNet is similar to any other EMR in that it works really well for some practices and not as well in others.

Pros: The billing component is extremely beneficial though, I have found that some of my offices have thought that is does ALL billing. (Again, I think it's a lack of understanding and initial training.) The access to helpline is great. Having a live person to talk to has been helpful. (It's sometimes can take longer periods of time to come to a solution but they normally stay patient until there is a solution. I've been on the phone with help desk for up to 3 hours before.) Educational videos are always available for staff to turn back to. Live in-office trainings would help AthenaNet to be more successful. (I had a cardiologist go-live with AthenaNet then 3 weeks later returned back to his original EMR. I believe it was because of the lack in training. Physicians don't typically take time to watch training videos.) The EMR continues to evolve based changes in health care. AthenaNet assigning scanned paper work to patient charts.

Cons: Common complaints we hear from physicians, staff and admin - there is a lot of scrolling within a patient chart. Yes, you can jump using links but it takes a lot of retraining old habits. Quality Reports can't be adjusted - such as running reports for quality measures for different time periods for in-office comparison. Dates within reports don't show up in the header when printed. Defaults are practice wide and can't be adjusted.

Recommendations to other buyers: Shadow another office who uses the product before committing. I would recommend that your departmental expert (clinical, billing, registration, physician) all watch another office and how they use the product. This would allow them to be able to ask meaningful questions based on his/her daily needs.

Works well...

Feb 14, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Hi. Quite surprised to read other reviews actually. Im a pod... starting in private practice with emr "Cerner"... hated it. always have, always will...although it has been at least 2 yrs since I've seen Cerner in action. My wife, another doctor, actually uses practice fusion...one of the many free online web based servers. I started with athena bc to me, starting out on my own (literally), it was the easiest one-stop-shop. Learning the system is not hard, it is quite easy. From beginning to end, I can literally -meet/greet/take copays, finish intake, perform and document my exam, treat the patient, proceed to check out and r/s and finally to billing- in all of...maybe 10-15 min...thats with NO staff. Done, seen, treated, billed! I like that. If a new patient, will be bit longer of course with intake, BUT that step is very rate limiting depending on who you have doing it. I find ease, use and flow to be great. Rarely glitches, but yes there are some. Can easily work on 3-4 charts at once.

Pros: ease of use, it really is good. work on multiple charts at one time rarely glitches or down time Athena is certainly closer to a "practice fusion"... very user-friendly..set up more like navigating to/through a web browser/site then "medical-based program" can use your own templates, but they claim to have many (i ONLY use my own- never even once tried athena's) CS is NOT like most reviews are stating... I have used the Athena CS/help/claims helpline many, many, many times, and 90% of the time, issues gets resolved quickly.

Cons: the cost of course. the larger you are/more pts/billing, perhaps better the rate you will get. that is the only thing for me really.... do I want a free based software that I may or may not like, and then pay for a biller? or pay for my own cloud-based billing software....? and then, of course, you have to check up on everything.... hmm. Its less worry and less need for staff if you ask me. Again, I just started out and although I have a steady flow of pts, my opinions may change if I were seeing 45-60 pts/day with a staff of 5-10 behind the counter.... For me, now, I am more than comfortable with Athena. I like them and I like the program. Only real con I see (which I think u can manage/manipulate/pay for on different basis) the pt statements. Meaning, pts that owe the office money... Athena apparently sends out THREE (3) statements per month (..think ?this is correct). The issue is, the office has NO CONTROL over which statements go out. For a real example, I had a pt call the office re his bill/statement for $. Another patient called in for one that had a balance of $ of course probably copays and coinsurance, however, Athena completely misses sending other statements for much larger balances. So, it's kind of random. I have multiple pts with an outstanding balance or even $!

Recommendations to other buyers: Try it. If you are not pleased, can always quickly stop. I blv that SHOULD that happen, all of your pts/chart/info legally has to/will carry over to whatever new system you switch to. All in all, between a billing company, staff and office flow, Athena worked out well for me and continues to do so. Any specific questions, kindly contact me at the office of on my personal mobile.

Great reports, poor customer service

Jan 07, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Comments: Athena has a great and robust reporting module especially helpful for practices attesting for meaningful use and PCMH, the problem with this is that it is difficult to do on your own and requires a Customer service ticket which takes a long time to get answered.

The charting is easy once you get your templates setup. If you do not do this on the front end (during implementation) getting help to do later is impossible and you will need help as it is not very intuitive. Many templates were lost during one of their upgrades without warning so it has been difficult to rebuild them. We have grown and added locations while on Athena and because they are your primary biller if they do not verify all of the credentialing that you send them you cannot bill. This was problematic because you cannot directly talk to the persons doing this there is always a go-between with Athena.

I love the EPCS for patients requiring a schedule, as a pediatrician I have quite a few ADHD pts and nice not to worry about assessing where prescriptions really lost! No need for paper. However, with one of their upgrades, I can no longer save medications so must write sig and quantity for every medication each time which is time-consuming.

Lastly, the promised billing has failed our practice. The workflow was to be we would not need a biller and get increased revenue with clean claims. We see a large Medicaid population and were not told that they had virtually no experience with that and even going to them with specifics as to the problem it would still take upwards a month to fix. Not only have we not gotten rid of our biller but increased his time as many Medicaid claims he submits thru the portal yet Athena charges us for this. The account managers are unavailable in meetings vacations or no longer with the company.

Pros: Reporting, Easy charting once template is created, EPCS, Integration of charges to the superbill

Cons: Customer support, E-prescribing, Not reasonable expectation to not need a biller, Overpriced, not a good fit if you are a practice that adds services, providers, or locations, must use their bank to receive payments and then it takes 1-2 days to get transferred to your business account

Streamlined is a Bad Product

Aug 24, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: It is cloud based. The Resource Hub connects you with other users that help you devise work arounds to handle the issues with the software.

Cons: The Classic Version was very customizable, easy to learn, easy to use. The Streamlined Version is a washed down version of what their Classic was. Their idea of Streamlined is to limit the customization ability, to make each office workflow the same despite specialty and to code the program to look more like an App. You will be encouraged to post suggestions on an internal board for updates and changes but even if hundreds of users agree with you that won't mean they will make a change. You lose a lot of control. There are issues with offshore posting and you will not be able to talk to someone about these issues. The training is all videos that are not specific to your office type. Account managers change often and will route you to call the Customer Service Center instead of answering questions. The reps at the Customer Service Center after often nice enough but the internal training seems to be lacking because you are often waiting weeks for an answer to something and/or something that is obviously a big issue is disregarded and you will be told that it is working as designed. The streamlined roll out, support, and willingness to work with the clients is disappointing to say the least. They took a decent product and they wrecked it and give no option to delay or keep the product that actually worked right. Also there is no tech support for their patient portal which has a lot of issues and my practice fields a great deal of phonecalls from patients who have trouble accessing it.

Recommendations to other buyers: Be careful. Do not sign anything based on a demo. Insist on seeing it in a live environment with a practice that is in your specialty. Do not take any enhancement promises or 'we can do that' at face value because you may find yourself being routed to their suggestion board after you sign to beg for votes and hope someone at Athena thinks the change you are suggesting is worthwhile.

Not Tested Prior to Release- Lost Features

Jul 20, 2016
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: 1) You can access the phone number from the chart.

2) You can reference visit notes while creating a patient case.

Cons: Having to click multiple places to get to a document that you used to be able to automatically view and print is extremely inefficient. Many useful features that were used on a daily basis have been completely taken away. Athena reps were also rude and untrained. One of our employees actually had to show them how to do something. This should have been tested in a test environment before rolling out live. IT should talk with the daily users prior to making a significant change like this.

Overall: On 7/14, I was notified by a member of our clinical staff that the entire practice would need to go through this training, that it wasn't only for the nurses and physicians. I called Athena for verification and was told that only nurses and physicians needed to follow the training guides.; that it would not affect Billing or any other department. When I pulled the individual within my practice who pointed this out to me to discuss the issue with the Athena rep on the phone, we pointed out that there was special training specifically for the Front Desk Receptionists. It was also mentioned that the Classic view would go away, leaving a Non-Clinician and Clinician view. These affect the entire practice. The rep changed his answer to it may be beneficial to let your receptionists know of this training, but no one else needs it. I went home that even and sat through all of the training. Out entire staff did need to review this information, clinical staff needed Clinical information while clerical staff needed the Front Desk piece because it touched on many things that everyone uses: how to find documents, how to find tasks, how to change views, etc. Friday I sent all clerical staff an e-mail letting them know that training needed to be completed by Monday evening as we had been mislead by Athena, that it wasn't just clinical staff that needed this training, that this new rollout would affect everyone. 7/19 was chaotic because the print margins were reset on many computers to enable shrink to fit with this update, which was not selected before. All of our forms were printing miniaturized until this was figured out. Formatting changes made prior reports read as garbled nonsense. Diagnosis codes were taken away from an area we reference on a daily basis. Instead of going to the chart and clicking on something we want to print (two clicks), it now takes at least 5 clicks (Chart>Visits>Date>Double Arrow>Full Encounter>Print). Half of the time, this does not even print and I have to open up Google Chrome to which it prints a few words and the top two lines of the dictation on page one and the rest of the dictation is on page two. Instead of being able to print 1 page (old facesheet) that has the demographics, insurance, and upcoming appt. on it for our facilities to load our patients into their system for injections, it is no longer an option. When you try to print similar page, the text overlaps and prints on top of each other. Summary: many useful features removed.

Recommendations to other buyers: Suggestion would be that a live representative come and train when doing a software release of this magnitude. While this type of rollout may work well for a large facility-type setting where the company has a trainer employed in their company, it does not work out so well for small, physician owned practices and the account manager should be able to distinguish between which companies do not need a physical trainer on site and those companies like us who would benefit largely from that.

Better than the rest

Jul 20, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Athenaclinicals has made Meaningful Use a manageable task by providing us with resources such as a checklist, status list and recommendations to meet Meaningful Use. Also they stay informed about the latest regulations and changes so that we can focus more on treating our patients and managing our practice.

The billing functionality has definitely helped improve our A/R as well as assist us in tracking encounters to ensure we bill everything our providers do.

Their credentialing functionality has also been helpful in assisting with enrollment and credentialing verification.

The EMR and charting functionality is very comparable to other available software.

Cons: The biggest issue we have run into in the past year is with regards to customer service. Athena has changed the way they handle issues that cannot be resolved by your initial CSC call. The only way to "speak to" or contact the people working on your issue is via Athena email. Unfortunately, this leads to miscommunication, confusion, frustration and delays in resolution.

Completing certain tasks are more cumbersome than necessary, at least based on the opinions of our providers and staff. They feel they have to click more "buttons" and complete more "steps" to get to their end result eg. check-in, processing documents, charting.

Athena has so many different features and functionality that it is difficult to make sure you are utilizing the software to it's fullest capabilities for your practice and specialty.

Overall: Our practice has been using Athena for our practice management software for over 10 years and we implemented the Athenaclinicals EMR in 09/2012.

Doing very well with athenahealth as our EMR

Jun 21, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like that athenahealth is always getting ahead of new changes in the medical community so that we are easily transitioned into, say, ICD 10. I like that athenahealth is really pro-active in helping the medical practices to streamline their office to meet these changes head-on without fear of being left hanging out to dry on, say, getting paid on time. I like that athenahealth provides you with a terrific support group of CSC folks who will take your calls or read your questions/inquiries and find the answers for you. I mean, honestly, I usually don't have time to go and look for the answers myself in the library and training videos (although for those who do have the time, these are great tools) so I am so very, very glad that I have a great support team behind me. I like that athenahealth allows us to share medical information for our patients, after their consent, to other medical practices and/or hospitals easily because the patient's medical care is the most vital aspect in this service community. I like that athenahealth is really very respectful of the fine line between helping the practice flourish and not stepping on toes or overstepping their role.

Cons: Lately, when using the message board for asking questions that aren't too urgent, I find that the response takes more than a couple of weeks. It used to be that the turnaround time was a week at the most. When the response is so late, I forget what my questions were and I have to go back to re-investigate so I can resolve the issue. I've read a lot of other posts about calling in and being put on hold for a long time. When we first started with athenahealth, I did not have that trouble and I was calling upwards of 10x a day on a daily basis for a while. Lately, I rarely call but thankfully, I haven't been put on hold for more than 5 minutes. And I still do like having the ability to call when my question is urgent and I can get the help I need right away.

Recommendations to other buyers: I think people who are evaluating with an eye to using an EHR should first discuss what they want most from it. We had been a paper chart system, using Medisoft only for the scheduling and having an outside billing service. We absolutely knew nothing about billing. So, we were looking to see how we could better incorporate all these aspects. The biggest hurdle was the billing aspect, no surprise there. Athenahealth assured us that we could learn it on the job. It was a very hard first year learning. But I have to say that it has gotten better now into our 4th year with athenahealth. I always bank on athenahealth's support team to help me with the dreaded posting of payments and EOBs. The other aspects meld smoothly and our practice is almost seamless at this stage. Can't wait for athenahealth to be able to interface with other softwares so we can receive medical information from other medical entities easily ourselves and we are able to provide swift medical care to our patients.

I am a provider and have used this system for over one year.

Jun 19, 2016
2/5
Overall
1.5 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: The prompts that help with RAF scores and star ratings is useful. I like the minichart feature and the meds data that pops up so I know what meds pts have been filling or getting elsewhere. I like the format for the assessment/plan and ordering of labs/studies/meds. I like that you can trend data like vital signs and labs.

Cons: THE BOX TO VIEW RESULTS IS A SMALL WINDOW IN WHICH YOU CAN ONLY SEE A LITTLE PART OF THE LABS AT A TIME AND HAVE TO SCROLL FOREVER TO SEE THE WHOLE THING. PLEASE ATHENA CHANGE YOUR VIEWING SCREEN FOR LAB RESULTS. The scrolling action for everything is cumbersome and wastes so much time; there should be tabs that take you to each part of the note- the "jump to" feature is not the same and only works when you're working from the "exam" tab. It's hard to find old labs/notes/results unless you scroll, scroll, scroll through past notes. The more times the pt has been there the more scrolling you have to do to find things. There is no tab for imaging studies/labs/consults, etc. **There is also no way to mark the incoming labs/documents/etc in your inbox to know that you've already viewed them; you may want to hold on to them for some reason but if you can't label that you've viewed it, the next time you open your inbox you keep reopening the same ones to check if it's an old or new document. This wastes time because each click takes a while to load. The system often seems slow even though our internet connection is fine. Jumping from one thing to another causes you to lose the window you were in. There is no easy way to mark charts you want to make reminder notes for yourself on; you have to make a pt case each time and that crowds your pt case box. When someone replies to a pt case or sends a lab/imaging result back with notes it ends up back in my box but not marked as read or unread and sometimes I dont open because I think it's still the same old note/result I'm saving. If I want to make suggestions to Athena there's no one to talk to about these things.

Recommendations to other buyers: If Athena could make some program changes concerning the above and have better customer support this could be a very decent EHR.

Unhappy user of this least bad EHR

Nov 29, 2015
1/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: It is integrated EMR, Billing and Care Management that does help address PCMH, MU, and other complex Government/Insurer issues. First pass billing and payment process works fairly well and seems efficient when there are no errors (see below). Cost is reasonable for the services provided.

Cons: The base code is absolutely awful. This leads to repeated problems with your interface, incompatibilities, and slow response. If you surf employment sites you will find this a recurring theme noted by ex-employees. The product has many features that increase the chance for human error and patient harm, and the company refuses to admit or deal with these issues, in fact compounding basic problems in the years I have used it. This user interface would be unacceptable in the aviation industry. Isn't healthcare supposed to be as safety-driven as aviation? Medication lists are not presented in a user friendly way and don't show the difference between what patient was taking before the visit and what has been changed or started/stopped in a meaningful way during and after the visit. This is one of the most dangerous aspects of this software, but by no means the only patient safety issue. When you get a request for a refill, it takes several clicks and screens to find the med history before you make the refill, encouraging you to skip this vital workflow, and penalizing you for following this standard of care if you do follow the workflow. The support center includes a "community" where you can share your problems and solutions with other users. But it is basically an echo chamber, as the company openly bans anyone who makes repeated negative comments about the product. If you don't agree to their draconian Terms of Use you can't even access this area to get help or learn about the latest updates. My documentation time per patient after the visit is about 10-12 minutes on average. I refuse to boilerplate my documentation - I deliver personalized care. I have tried to get dictation software from the athenahealth partner Dragon which I believe would shorten this to about 1 minute, but 2 months ago I made my first request to Dragon and still have not heard back after 4 additional attempts from within and outside of athenahealth. If you by Dragon direct, you don't get full interoperability, according to athenahealth. Right now I have zero interoperability. Too many clicks. I quote another provider who switched to another EMR locally when I asked why he switched out. Patient Portal does not allow patient to upload a graphic. "Hey Doc, is this a mole I need to worry about?" "Here's what my incision site looks like, is it OK?" "This is the pill the pharmacy gave me, it looks different" and "What the heck is this rash?" are questions you can answer quickly saving patients and you time and effort with other EMR portals. Not athenahealth.

Recommendations to other buyers: If you can't stay on paper (which I threaten to revert to daily) this isn't the most horrible EMR you could go with. Just make sure you have full bottles of Prozac, Xanax and probably some Abilify on hand to get you through the process. Caffeine and Nicotine won't be enough to get you through this product. And Alcohol, well, your liver would probably vote against the quantities necessary to maintain your sanity. Still it is the least bad EMR I've used, and have yet to find a better replacement (and I am actively looking).

athenaOne means success in healthcare delivery

Jun 03, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: A trusted partner that helps us both our clinical and business model so we can successfully care for our pediatric patients and keep our doors open. I like the model that they don't make money unless we do so they just don't sell us software and forget about us and the needs of our practice. Having them constantly monitoring the healthcare environment, researching and developing products and tools means we stay on the cutting edge and can survive no matter what is sent our way by insurers, contracts, regulators and government.

Cons: Hard to answer this question because there is very little we don't like. Sure do we wish they would provide us with more developmental scored screens on the portal and help us to become even more paperless. It is not a doc in a box and the user needs to be engaged and collaborate with athenahealth to utilize and optimize the product. I don't see this as a negative. Athenahealth is growing at 30% per year and we need them to keep their pulse on the not losing the service model and support they have built their co-sourcing model on. Healthcare management has gotten more complicated and cumbersome and bridging the gap with what Athena has to offer and what practices need is a must.

Recommendations to other buyers: For over 10 years we have seen how athenahealth as a company is innovative and co-sources with us so we can provide evidence based health care to our pediatric patients and help us realize our revenues at almost 100% that we can re-invest into our practice. The support access is superior to any other company I have ever worked with. We as a small group practice are afforded the same tools as a large multi specialty group that we could never provided on our own. The ability to have transparency and reporting capabilities means we can better care for our patients while optimizing our business model. Being in real time means we don't have to wait for costly upgrades. Speaking of cost it is the return on the investment that counts and this we have realized. We have been able to expand our office and services we provide to our patients. Our providers are better at caring for our pediatric patients because of athenahealth and in no way has it slowed down their productivity. In matter of fact our mid-levelers have increased their productivity. The close loop tracking means we have been care coordination of our patients. We can track and trend their care easily with population health management. Having a practice management solution means every facet of our practice works in concert with each other from clinicals to collector to communicator. Sometimes need doesn't meet necessity but athenahealth always listens and makes it happens rolling out improvements every 4-6 weeks. We have been able to achieve Meaningful Use and are in our 5th year of the program. That is money in the bank that helps support our mission. We could not imagine navigating going it alone without the support and services of athenahealth and their very bright dedicated athenistas. Often it is not the software but the user who doesn't invest in learning and optimizing the product. You must be an actively invested in the process of using the software.

Its All My Fault

May 11, 2015
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: Software is web based and accessible from any computer connected to the web. Integrates document handling as well as notes and billing into one package. I reviewed a lot of products over the years and the basic design principle is what I was looking for.

Cons: Our experience was simply unfathomable. We were on this product for just less than one year. Training and setup takes 3 months, not unreasonable but also they don't really understand small practices and how to train them. While various types of software are something I'm familiar with, and I found templates easy to make as well as modify, we were misinformed about what we were getting, and many of the bad experiences posted here were also experienced by us. We vetted this product as well as we could. We did a site visit, everyone we talked to was very happy with it. However, about the time we went on the product we understand that we were not alone in what followed, but it took weeks of searching to locate the others. Prior users, who had been happy also reported to us that they were struggling with it now. Another clinic in our town was struggling, one of their staff told me that they "hated it" but they apparently are not willing to speak out openly. We were experienced EMR users, having used more than one product and having 13 years of experience. Vendor training and support staff do not really understand their product, nor can they really help with other than simple questions. If there is a functional problem, you are just out of luck. They are just wasting your time online much of the time. We spent hours on the phone, week after week after week. Months of heavy, unbelievably hard and long days, working 15, 18, 21 hours in a day, and still unable to get encounters done. Over 100K in unsubmitted billings, unable to close the encounters. We kept customizing the workflow, adding encounter plans, adding templates, and the system kept getting slower, and slower, and slower, by the last month we were getting dropped off 20-30 times a day and the system was not responding to us for agonizingly long periods of time. Tech support absent, like the Wizard of Oz behind the curtain, saying everything is functioning well. We had one good month, only one, which deluded us into continuing to try to work with them. Three account representatives in 8 months, none of them did anything but the last one, who actually visited our office and told us we had not been informed of a problem using our OS and Athena, and that we "should have been told." Later, he retracts everything while on the phone with his supervisor saying "I was wrong." My patients repeatedly told me that the patient portal was so slow that they just stopped using it. They blamed our ISP first (we used it from 5 different locations with around 18 different computers), then it was our network, my staff, me, and in the end it was "something wrong with" my equipment but not a problem on their end. Complete and utter denial of a problem with the software. My staff hours rose by a minimum 20-30% on Athena, not decreasing as we expected, my hours nearly doubled, my ARNP quit because she wasn't able to see patients fast enough to actually make an income, she was working 8-12 hours a day to see 8 patients. Staff informed me that misfiling of documents by Athena and their having to refile them was taking 2-3 times longer than if they simply filed them all themselves. This misfiling continued despite our efforts to get it corrected and despite some documents having the actual filing category in large bold print at the top of the page so they wouldn't have to figure it out. We spent unbelievable amounts of time logging in, getting kicked off, getting unresponsive screens, and watching the "Wheel of Time" (apologies to the late Robert Jordan but he and his writing team haven't seen anything like the "Wheel of Time" that we experienced). It could take longer to submit a billing than it actually took to see a brief patient. It could take longer to document a visit for a complex patient than it took to see them. This product could do it, but it was nonfunctional to much of the time. We tried to get to talk directly to the technicians, they would not allow us, we tried to get in contact with the higher management and the people we were working with terminated our contract 11 months in, giving us the required three months notice. Three to four weeks later the system became essentially unresponsive most of the time, we had to either close immediately and declare bankruptcy or go back to our old EMR. We went back and pulled out of the mess. It was to late though, I closed my practice just 10 days ago, after 14 years, I was not able to accumulate enough financial reserve to attempt another transition before ICD 10 goes into effect. In my office, a 14 year old server, lowest cost Dell from 2001, single processor, 2 GB of RAM, handling outgoing faxes, importing incoming faxes from a Brother MFC, all incoming documents, an entire record system, a document handling library service with literally scores of thousands of documents in an electronic filing cabinet, with literally probably hundreds of thousands of pages of documentation, and my entire library of documents from 1998 onward, was able to easily outperform the Athena product. I worked hard to make sure we had a good platform on our end, we had a gigabit network, new cabling, gigabit switches and ethernet cards, SSD's on all our PC's, and more ISP bandwidth than a nearby 90 bed nursing facility has for their TV, PC's, and their staff to use...all for a small 1.4 FTE solo practice with 5 persons using it. It didn't matter, the system was not responsive.

Recommendations to other buyers: Do not use this vendor until they clean house. I firmly believe this is a management issue, that this product could work, and I can clearly see the thoughtfulness of the design elements in the product. But, if management cannot control their staff, then you get what we experienced.

Ready to pull my hair out!

Jul 02, 2014
2/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: Customer support is really responsive and easy to get ahold of. Unfortunately, the level of expertise of the customer support staff is variable, so often, they do not know the answers to the questions we have. Billing is a pretty common area of issue here.

Cons: I was assured that this program had a lot of podiatry based templates and that they were simple to modify. However, there are very few templates for my specialty, and trying to make or change a template is frustrating! It takes an hour at least to do one template. And, you cannot use the same template choice more than once in a template, so if you are trying to chart two feet, good luck! The EMR takes forever to implement (11 weeks). I think that our implementation manager did not do a very good job of setting us up, so we have been having to try to learn everything on our own, which is frustrating and time-consuming when we are busy trying to see patients. There is a lot of typing that has to be done during patient visits, which takes a lot of time and slows my pace and ability to see as many patients as I would like. Trying to just put in CPT codes takes forever. Also, save your work every minute because there is no auto-save on this program and I have lost so much information! Do not believe it if you are told that Athena does your insurance credentialing for you. We have had to do it all ourselves. And you cannot pick and choose what claims are dropped for payment; it is all or nothing, so have a lot of working capital available while you credential. EFT (electronic funds transfers) have to be done through US Bank. We use Wells Fargo, so I have to do money transfers, which take a couple business days to process, and that is a real pain. We have also found out the hard way that unless we track each individual claim ourselves, secondary insurances may fall through the cracks, leaving money on the table that we have to find and process ourselves. I fear that our income is not going to improve (contrary to their claim that they improve collections by 8%) and, in fact, that we will potentially lose money. Our paper usage has increased substantially. You cannot just scan documents into the program. You have to fax them to Athena, and they sort them and place them into the patient's chart. However, you have to have a front cover and back cover bar code for each fax you send them so that a one-page fax becomes three pages. E-prescribing is hit or miss, so I have to double check that all e-scripts actually have gone through. Also, we get numerous complaints about how complicated the patient portal is.

Recommendations to other buyers: Save yourself the headache and look at other programs. I realize that no EMR is perfect, but this one is really difficult.

I LOVE IT!

Feb 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: We've been using Athenahealth since 10/2010. The first year of transition took some preparation each evening before seeing the next day of patients BUT entering the notes was my pre-visit preparation and I really got to know my patients! We designed our templates, I write and use templated notes for results - my patients get their results within hours after I receive them, and their PCP gets a copy of my note after each visit. No more calls/postage - and I have documentation that our patient opened my note and received her result! Patients appreciate our getting things "right" and enjoy have access to their chart through the portal. Since 10/11, I walk out of the office 5 minutes after my last patient leaves; all the bills are dropped as patients leave. I do about 15-20 minutes of online charting and calling on days I'm not in the office - from the airport, on vacation, etc. Minor issues are handled by email. The last of our paper charts is scheduled for shredding soon!

Pros: It is designed for me. Information is at my fingertips and I can personalize each visit just as I did with paper. No filing, no searching. Very helpful have Epocrates built into the Rx field. I've never had an issue with support not addressing my issue.

Cons: If you don't type, you won't appreciate any EMR - I take advantage of HPI, notes and Assessment fields to write/type the same note I would write in the past. (Now it's legible.) Miss having Up To Date coordinated with the chart. The system has been "out" only once in our experience - fortunately, Athena was very responsive and we were running again before we found pen/paper.

Recommendations to other buyers: Visit offices with Athena. Gather tips they have discovered before designing your templates, letters/notes/etc.

Amazing ease of use for providers.

Feb 16, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: EMRs are dinosaurs and no other industry would accept the dysfunction that we do (because CMS forces us to). Athena updated in May 2016 and now it is even more functional. I have a solo practice. I have ADD and scanning up and down the page to add details was exhausting. Now the sections (Review/HPI/ROS/PE/A&P) are at the top and I can go back and forth easily. If the patient gives me more details during the A and P then I just click on HPI and add the details, then click on A and P again. No scanning. While I am working on the progress note, I can go to diagnosis list, med list, lab and x-ray results, previous visits without going out of the note. The day is much less painful. Unfortunately, I am paying way too much and they will not renegotiate so be aggressive before you sign up. Customer support is good. As the provider base has grown, the support gets less effective. I know more than many of the support staff. They tell me things cannot be done and I have to figure out, often by mistake, how to do what I want. The implementation coordinator did not understand much of what she was doing and after implementation, it is almost painful to fix basic things. Much of it has not been fixed. The first year I almost went under financially and I spent all my savings to survive. My revenues are still not what they were. It did not help that Athena lost $ worth of checks and did not help me get them re-issued.

Pros: Ease of completing progress notes. Really really easy referrals. Accessibility of lab and imaging results. Consult notes not lost. Nothing lost. Confirmations by the system. Eligibility checked repeatedly. They have an interface with all the labs already so you don't have to pay to reinvent the wheel.

Cons: I hate the letter format and cannot get it fixed. The financial piece promised much more than it actually does.

Recommendations to other buyers: Negotiate the price. What may sound reasonable probably is too much. Be sure your billers are well oriented to the process.

Look at all EMR/EHR options

Feb 14, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Comments: We have been with Athena now for about 5 years. This is the first and only EMR I or my staff have experience with so we have nothing to compare it to. As with anything, Athena has its pros and cons. When you call customer service, hold times are typically short and you speak to helpful people. When we first started, and up until recently, Athena was very easy to use, intuitive, and everything was at the tips of your fingers, as far as the chart and scheduling, until they implemented what they call Streamlined. It's not streamlined, at all. It's terrible. It is very difficult to use, to find documents, and it's not easy to use or intuitive. And they force you to label documents which are very time consuming and our office doesn't benefit from it. Streamlined has slowed down everyone from the doctors to the administrative staff. It has added an additional 5-8 minutes to tasks. When referring patients to other doctors it was extremely simple until streamlined. Now it is extremely difficult. Check in takes way to long with the many many clicks you must do. They have changed the insurance packages and combined many that shouldn't be and it makes it very difficult for claim follow up and to run reports. The billing aspect is a bit more difficult, always has been. You must watch the posting team of Athena. They make many mistakes, such as billing the contractual write off to the patient, double posting payments, repeatedly asking for information like the log in info after its already been provided, not posting remits that were sent to them, posting to the wrong accounts, writing off balances that are payable without you knowing. You get the picture.

Pros: Pleasant customer service reps Athena will submit claims

Cons: Time consuming Posting team makes many errors Not user friendly Charting is very difficult Intake is time consuming

The Best EHR, but can be even better

Feb 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: - SO easy to use - Has excellent and easily accessible customer support - Has a system to "vote" for new ideas and improvements from users - Maximizes workflow and efficiency - Allows for fair amount of customization for organizational needs

Cons: While Athena as an organization has a platform to vote on and suggest ideas, they seem less interested in improving the product that they have and more interested in moving forward as the EHR of the future. While I appreciate their aspirations, as a user, I think it would behove them to take a pause and a deep listen to what the users are asking for to improve upon what they already have. The product they have is great, but there are small glitches and ways in which it could be even more smooth and seamless and maximize profit for the users. A great example is that they don't have a well developed way of interlinking CPT2 codes to the necessary places. All this has to be done manually by the users and it is a very clunky and time consuming process. CPT2 codes are the way of the future where insurance companies will be utilizing them to quantify quality. If Athena continues to ignore this gaping lack of service, they will lose clients to other programs (i.e. Epic) which have integrated this process more fully. Athena could benefit from not just listening but acting on what FQHCs have been telling them for years as ultimately this will put them ahead of the game and prepare them for the future of medicine.

truly the easiest EMR/billing system to use

Mar 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: from the clerical input, insurance checking/info response, patient input, dx order features, sign off and the visual, detail of the LIFEspan of a claim, orders require "circle completion," the ease of quality reporting requirements...i could go on an on with the amazing functionality features of this program.

Cons: it is expensive, but it eliminates the need to hire for areas of administration. what I would pay for 1-3 people to do, Athena provides an entire team of people, thus creating a quicker turn around time for appeals, the need to call insurance companies. the implementation period is overwhelming, and going live will make you question yourself and your desicion. but, so worth it.

Overall: 5 years ago, during the quality reporting for reimbursement, Athena made it so simple and easy that i was shocked to learn that it took a fellow friend 2 months to complete her reporting where it took me 30 minutes. providing patients with detailed information on their insurance benefits and the life of claim creates better communication and cohesion for the clinic/patient relationship. as a provider, the easy customization for templates, use of templates and the ability to actively follow medical orders (referrals, lab orders, pharm scripts) and their order created-results received "circular completion" making quick response corrections easier as well. having online doctor information, calculating by type of physician, practice, distance from your location and easy searches is a delightful feature for scribes and physicians alike. i have used an number of EMR systems, web-based and online, and this is by far the best i have ever used.

Horrible please look at someone else

Jun 02, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: I like the fact you can Athena fax records but you can only fax 10 pages at a time through it. More than that it said it was to large to Athena fax. I like that it uses a scanner for ID cards and ins cards. Just keeps a pic of it, does not upload info from the cards while scanning

Cons: Most everything! Still need a biller! I don't know what really I am paying for with this large % they are taking from me.. We work most claims our self. When they say you have a manager to help, they just refer you to the csc.. Which is the 1800 hotline help. Most times they don't know the answer and 1 question takes 15 min to solve. They always say "let me put u on a 5 min hold while I find an answer" When I need to schedule it is not user friendly. I have to delete an apt to reschedule. Not a good flow. Now about refunding overpayments. The office has to do it! Again! This is the help Athena states.... When a claim develops a credit balance, the OVERPYMT kick code is applied and the claim moves to OVERPAID status. Then I need to review the claim and investigate whether a payer intends to recover the funds and then determine the appropriate response. Refund Takeback Unclaimed payment Clients are responsible for working claims with insurance credit balances (overpayments). This includes contacting the payer, reviewing EOBs, and initiating takebacks or refunds. There is no support at all!!! Everyone points the finger. Manager says call csc.. And csc cannot get answers. We did not get paid for 3 months when we started back in December 2015. And once I can actually get money and fill my savings again for my business I will be finding a new Emr! The worst financial decision I ever had was going w Athena and believing they are good with billing. Once you start with Athena you feel trapped because you have to stick it out or you could go bankrupt. I will be glad to talk to anyone wanting to go with Athena and tell you about all my documented problems.

Recommendations to other buyers: Look at anything else and ask more questions. Don't let them tell you that the billing is easy and anyone can do it. They don't show you the manager hold buckets and claim problems. It is craze.. Not to mention we have to set up all the hospitals and npi for billing.

Frustrating!

May 02, 2017
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Comments: I started working w/Athena in Aug 2016. Since then our Admin has been advising me to call or web chat, search online & use the search features Athena has to offer. I have NEVER gotten a question resolved by calling. I end up walking the "helper" through the features & page. This was very upsetting. I've been put on hold for 20 minutes at a time while an "advisor" looks up a solution in their manual. As a result, I hung up in frustration. I then received an e-mail confirming my problem had been resolved. What a joke! That seems like it is just to appease the numbers needed. There are no training manuals, no courses to take & definitely nobody to teach a person how to use this program. A rep. who no longer works for Athena set us up years ago. This is not geared towards a specific practice, which is even more frustrating. Hopefully, you can respect the time I took to write this review & improve your program. It would be great to receive training as well, or at least an instruction manual.

Pros: billing features are simple; insurance program automatically runs insurances to see if they are active

Cons: I've been in Ophthalmology for over 15 years. As a scheduling manager, the features are not user-friendly, as I have worked with 4 different programs. Look to NextGen for template applications & features. It would be great to implement them to Athena. There are color coded columns, ability to apply templates over templates without taking out exception days, ability to write a VISIBLE book note at the top of the doctor's schedule to alert the schedules, etc. Also, the features include looking a multiple doctors schedules at a time and even ability to view several different books or multiple doctors!

Comprehensive, reliable

Feb 14, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: I have been with AthenaHealth for 5 years, and it has been significantly better than my previous system. Very robust system, but takes time to learn the functions. Transition to streamlined version was difficult at first, but actually does save time and makes sense, and is mirrors the actual patient encounter better.

Pros: It has taken away the work of the office for attaining Meaningful Use. Report creation allows you to drill down on clinical information or financial information easily. Patients love the ability to communicate with the office on their time. Much less time calling patients to remind them of their bills or appointments. Athena does your filing for you, or you can barcode documents and they automatically get filed correctly.

Cons: System takes a long time to master. Sometimes have to wait on hold for support (not in India). Billing and follow-up still needs to be done by office, even though the bills go out electronically by athena. Athena does not do very much to follow up on the problem bills, and will not contact patients, other than to send reminders of bills due.

Recommendations to other buyers: Any EMR is going to be difficult to learn and incorporate into your practice. If meeting governmental programs is of importance to your practice, this is probably the best system you can get. Some tasks are completely automated, and will free up your staff for other activities, or may allow you to have fewer employees.

How wonderful it is

Feb 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Our office has been using Athena since 2007. We first started with the collector ( billing and scheduling) it made the entire process easy with the ability to see if there were any mistakes before the claim was sent out. In 2011 we started in the clinical (EHR) and I can say without reservation that it is by far the most user-friendly system I have ever worked with. From the management point of it there is nothing better than getting a bill and knowing that there are no hidden fees. Also, it was a revelation to finally get an upgrade without having to pay extra for it.

Pros: I wish there was just one thing that I can say sticks out in the pro column however that would not be true. Everything about Athena is a pro. From the way you can depend on the system, and how easy it is to use. To the people who work there. I have never had a bad experience when dealing with the customer service center.

Cons: Sometimes it does take a few minutes to get to the customer service center. There may be times that you may need to be transferred to someone else but for the most part that does not happen often.

Recommendations to other buyers: If you are considering Athena remember that the price may seem to be a lot, however when you add up the cost for out of pocket hardware, training, and the need to purchase upgrades with any other system those things are all included with Athena. It is just the % of your billing that you would have to pay to any company in addition to the additional costs that Athena does not have.

I Thank God Every Day for AthenaHealth EHR

Feb 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I work in an internal medicine office. We deal with any and all kinds of medical issues. We also deal with any and all kinds of insurances. We have an integrated Athena product of scheduling, clinical and billing. I can navigate from billing issues and re submissions, to finding when a patient had his last tetnus shot, to printing out an order for a mammogram. The ease, fluidity and quality of the electronic medical records is unsurpassed only by the customer service. I thank God everyday for Athena because my life as an office manager is made 200% easier by Athena. Just today I had a patient who needed his medical records for a specialist. I was able to fax his records within ten seconds to the other doctor and didnt miss a beat. I also can make reports on any number of issues that are important to the practice. The clinical part of the EHR is practical, intuitive and gives you access to so many aspects of the patient's needs; from quality updates on preventive care, current meds and history. Athenahealthcare makes practicing medicine less stressful and more productive.

Pros: Easy to learn and easy to work with. Billing is great and the rules based system is so helpful and our errors are less than 1% because of it.

Cons: That my internet is not as fast as the capability of the EHR.

Recommendations to other buyers: My advice would be get the whole enchilada; from scheduling, clinicals and billing. This way you or the staff will not have to enter the patient's info in two or three times in different data bases. You can seamlessly flow through scheduling to billing to clinicals and back again.

Psychotherapist in Private Practice using Athenahealth

Feb 16, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Overall I really like this system. I am not a computer person and I do my own billing. I was able to teach myself how to use the system. It is a little complicated to enter all the patient information and confirm the insurance information. However, once the patient is in the system, I can do weeks billing for 40 patients in one hour.

Pros: Easy to use once the patient is registered into the system. Some of the reports are too complicated for my needs but would be good for a larger practice. The customer support people are great when you are trying to learn the system. You are also assigned a contact person who follows up with you weekly or monthly depending on your needs. My person has been very helpful. The payments come in quickly and the money is directly deposited in your bank account -- this insures a more steady cash flow.

Cons: I was told that there would be more customer support for unpaid claims collection -- when the insurance refuses payment. There has not been as much support as I hoped there would be. Since I have a small practice, there are more parts to the system than I need. I wish there was a way to turn off those functions. For example, clients pay me their co-pay directly, so I don't need the billing function. I can block it in the system, but the payments show up as unpaid balances and there is no way to erase those amounts. To be fair, this is also because I do not want to log in the system for each client and enter the co-pays at each visit -- so I am not really using the system as designed. The charge per month seems high to me -- you can not pay less than $ / month. I wish there were a pro-rated scale based on a number of payments -- a percentage of what I actually receive.

Recommendations to other buyers: This is a very good billing system. Helpful support people and quick payments. I worked with several smaller billing services in the past -- one went out of business suddenly and never told me -- this was a nightmare. I appreciate that Athenahealth is a large and established company with a long record in the business and established protocols.

Billing Specialist

Jul 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's user friendly. It is easy to tell who has access a pt account when that is necessary. Everything is time stamped. It is easy to do in house billing and follow up. There are many safe guard in place to prevent errors. The technical support personnel are very helpful and willing to find a solution to what ever question you have. I have never felt like a burden when calling for help navigating through the system. They always seem to be eager to assist me. Athena is always updating the software to make it even better.

Cons: The first couple days after an update the system seems to run slow. We are unable to use the same email on different accounts with out linking the family together.

Overall: This is by far the best medical software that I have used. It is very user friendly. I have used this software program with another practice over 6yr ago and it was great then and it has improved over the years. I really feel that anyone who tries Athena will not be disappointed.

Recommendations to other buyers: I am sure that upon trying this software you will be most satisfied. Keep in mind that Athena has provided training and technical support to help learn the software. Technical support is always available to help answer questions and navigate you through the system. Athena has also made available many links within the system to help you navigate through the system.

So easy to use

Feb 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: We have used Athena for almost 5 years and it has helped us to run our practice so much more smoothly. The system works so well from scheduling to check out for each patient. When scheduling and entering insurance, a practice can immediately see if the insurance is valid (we barely remember those annoying calls to verify insurance), the medical record allows the patient to move through the office smoothly allowing everyone involved to enter the relevant information. In the past, we had problems with insurers which seemed to continually refuse to pay certain claims no matter how many times we corrected them. With Athena's scrubbing of claims they drop and get paid extremely quickly. Some of those "difficult" insurers are now top five payers!! The automated reminder and balance calls have freed up staff to attend to the increased patient flow. We have been so happy with Athena from day one, can't say enough good things about this system!

Pros: Reminder calls, insurance validation, eligibility and phone daily report, ticklers that remind patient to schedule an appointment if not done at check out, ease of entering/dropping claims, ability to generate useful and custom reports, day end review allows you to see if any claims need corrections immediately

Cons: Streamlined version seems to require more clicks and sometimes the co-pay is not applied to the date it is paid which can be confusing

frustrated user

Aug 15, 2016
1/5
Overall
2.5 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: Easy charting. The billing software works well. There is little else positive I can say.

Cons: There are multiple clinically important flaws within the software. The medication list that the patient sees has no resemblance to the true list that the physician sees. Inaccurate information abounds. The patient sees no instructions on how to take their meds. The completed clinic note is jumbled, with the HPI buried halfway between the Review of Systems and the Family History. It takes 15 clicks of the mouse to refill a prescription. When we send a refill authorization to the pharmacy the patient gets no notification that the work was done. If you order something from Amazon, you get an immediate order confirmation. Not so with Athena. The problem list in the chart is listed in some random illogical order -- so the diagnosis of cerumen impaction can head the list while something important like DM, CHF or COPD might end up at the bottom of the list. The fees that Athena charges are outrageously high. They take a percentage of your collections, so as you'd expect, they work very hard to collect every penny for you. They don't work very hard to improve the part of the EMR that provides excellent patient care. I could go on and on .....but the most discouraging fact is that when the company is alerted to software glitches, or issues that could really improve patient care, NOTHING IS DONE. Its not like it takes a few weeks to correct the problems. MONTHS go by and THERE IS NO RESPONSE.....NO CORRECTIVE ACTION.

Recommendations to other buyers: Do not sign a contract with Athena. You will lose all control, and never see any of the existing problems fixed.

Idea is cool, but a few glitches..

Jul 19, 2016
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I like that the flow of my day is pretty well maintained b/c of athenanet, it's pretty easy to follow since the last big update

Cons: There's TOO much info sometimes and is very repetitive; if I could label things myself like we do on our regular computers and not be forced to put things in specific spots. I don't like if I have a case open, you personally have to make sure to check on it otherwise they say basically "if we don't hear from you in 5 days, we assume it's good and close the issue"- why isn't there an alert system when you've responded? AND don't put it in the news/messages b/c NOBODY checks that, it's a waste of space basically and adds additional task of checking for nonsense b/c we communicate already through the chart via the yellow alerts or in a case or in the instant messaging

Too many steps/repetitive, once the dr reviews labs, she can put it in our box and then I will call the pt and then once I close it, let it be closed.. why would it go to the Notify box now? I've already notified the pt... Why when we print labs from the exam does it go to staff inbox, clearly we've printed it so now I just waste 5 seconds opening it up just to close out of it....

Overall: Athenanet is okay, I was able to learn it quickly but I still get frustrated with some things; it's not my preferred EMR system but it's not the worst either; I like that there's Athena-people that help the business but sometimes I think they're lazy and don't follow-up with a lot; if you're going to help, HELP, don't just leave things undone and be like, "oops I tried but not my problem" basically...

Recommendations to other buyers: Let us file things the way we want to file them

functional but time-consuming EMR

Jul 19, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: smart lists that know what orders might go with what diagnoses

ability to remind patients of next appointments, vaccines, etc.

ease of creating reports about anything

integration of Portal with EMR

Cons: no "office view". This is the single most frustrating part about Athena. In our old EMR, I could easily see what patients were in what room waiting for one doctor in the office all at once. THat's not possible with Athena, and without that, I will never feel completely happy with the system.

I also hate how difficult it is to quickly look at recent visits, because the "Visits" tab includes phone calls, and other "encounters" that aren't the same as visits.

The new streamlined version makes taking care of quality parameters impossible because of the time involved to click and wait on each one. (In the previous version, I could click on everything that was satisfied outside of Athena and then save it at once). Now I just ignore that tab due to time.

Overall: Had a previous EMR from 2008-2014 that was much more pediatric-specific and pediatric-friendly. Had to make a switch when Meaningful Use happened, and Athena seemed the best of the options. It is not nearly as peds-friendly, and there is MUCH more clicking every day, every hour, every encounter. Whereas moving from paper to EMR originally sped up my work, moving from our first EMR to Athena did not speed things up and seems overall to slow things down in fact.

Billing

Oct 13, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Comments: The whole experience converting was horrible. I basically taught myself how the software worked and found myself teaching Athena CSC Reps how to find things or move around within the software. Our product managers were inadequate i think we have gone through 5 so far. I am continually finding payments that were never posted to patients or having eob's reentered due to posting errors. Adjustments are randomly done and not flagged to Hold bucket for client reivew. Insurance packages are added to patient charts when they should not be. Insurance verifications are inadequate. CSC reps are trained to read off of scripted sheets and love to say " i understand your frustration" which only makes things more frustrating. The focus seems to be on micro managing when instead its a macro problem. For example: an issue we have regarding a particular ins payer, the claims always kick out as authorization required but when this particular ins payer is a Secondary insurance no auth is necessary. You would think Athena would assist in alleviate having these claims drop to Hold bucket , only to overide. CSC says they cant do anything. Its a typical response. Department supervisors are untouchable. But yet they have no problem implementing upgrades that cause chaos in our office and havoc on our workflow. I could go on and on but i think you get the overall review, it is poor customer service, unfriendly workflow adaptability.

Pros: NONE

Cons: minimal trained customer service, unable to reach supervisors or escalate calls to a supervisor on the fly; minimal insurance verifications ; routing is sloppy; claims appealed incorrectly; eobs posted incorrectly; insurance payers changed in error; upgrades cause havoc; Financial Controls Center states a lot of $$ but there are many "if this " or " if that" and subject to interpertation. Performance review has tons of holes in it. Had to hire more people due to the ineffective time consuming software in all departments.

Recommendations to other buyers: This is a great product for a specialist doctor who bills less then 5 codes who is not a net work provider with any insurance company and who has a staff of One and works outside of the office.

Really Investigate the Product before Deciding

Jul 19, 2016
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: The ease of creating claims and being submitted daily to payers. Updates are managed by Athena. Encounter documentation is easy for staff to complete.

Cons: Difficulty in reviewing patient accounts and not having the ability to see a patient's ledger in an easily readable format. Reporting limitations and inability to do customizations and unable to require data to be completed in encounter notes. Appointment scheduling is cumbersome and defining staff schedules is very difficult to create and maintain. Inability for Athena to appropriately and easily manage our enhanced behavioral health services. Even though encounter documentation is easy for staff to complete, on the flip side that affects the quality of the documentation entered.

Overall: Athena staff do not understand our business as we are heavy in behavioral services and provide fewer primary care services. Posting staff just write off services for invalid reasons as they don't understand behavioral services. Even staff that we have been assigned as our account managers do not communicate very well. We were told originally that we would have monthly calls and that never happened either.

Recommendations to other buyers: Anyone considering this software should really investigate and get references prior to signing up and make sure that Athena staff understand your business procedures. Staff training was minimal on the functionality prior to "go live" and we had to really push to even get someone to come on site when we went "live" on the product.

The bigger they've gotten, the worse they gotten, both in terms of software and customer services

Sep 18, 2017
1/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Comments: It was once a good company. Now they make unacceptably frequent (and serious) mistakes. They have also absconded on responsibility by doing away with individual account agents. There used to be one individual responsible for our account, and we went to her with any problems. Now they have teams of useless agents that are responsible for everything as a group. Which means no one is responsible. And nothing gets fixed.

Pros: It used to provide very comprehensive service and was easily navigable. It also used to have American employees who were concerned with fixing their mistakes.

Cons: They have apparently gone cheap on programmers and customer service agents, outsourcing to somewhere in southeast asia. What used to be quick and easy now is time-consuming and laborious. We've had to hire an extra employee because of one unfortunate change that Athena made two years ago, getting rid of the calendar sidebar so that you have to refresh every time you want to go from a patients chart back to the daily calendar to process all the patients. They promise over and over again they are working on fixing it. Two years later, they still have figured it out.

AthenaHealth Changing to "Steamline" is a nightmare!

Feb 25, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: We have used Athena Health since 2010. We use their EMR, Collector and Communicator products. We had been pleased for 6 full years until last week...

Athena changed their EMR software functionality to a new software platform. It is complicated, inferior and not user friendly. It is awful. We depend on functionality of a EMR to help us move quickly through charts. In the past we could open several windows and use multiple monitors to work on different charts at once. Another great functionality of the past was the "mini charts" which gave you a quick look into a chart without going through the entire document...not available anymore. Why?

Athena has basically copied AllScripts. Maybe they are hoping to be bought out from them and they are switching to their platform...no idea...but may be a good guess. Maybe there is a merger along the way.

We have complained...nobody with executive authorities has called us. I wish Mr. J. Bush would call us and explain how this new streamline is actually better than the one before... there is no way he knows what we do as an Internal Medicine office everyday. The Athena of old was superb, the new Streamline product they rolled out this week is awful.

Here is what you should know. If you purchased a cloud base product, the company should not be making changes that are drastic enough to impact your employee's hour. Your payroll must be respected. This is not the case with Athena. They don't care and have you locked up in a contract and there isn't anything you can do about it. This is almost a behavior of Anti-Physicians.

We never requested this change. We have to pay extra hours for our staff to get acquainted with the new system. Athena isn't paying for this.

Also, we have recommended this software to several affiliate physicians and they have signed on...we are owed credit for the incentives and we have to run after our money...been going on for several months now.

Compare this product to AllScript and find the cheapest service. If you don't like AllScript, then find a new EMR system that has been developed by Physicians, not some young IT with no medical (Clinical Office that is) experience.

In the world of software, consumers are given the choice to update their software or not. This should not be any different. I think most people want to update any software system when they are given the reasons why they should...and they agree that it will help them.

Athena--sometimes feels like war.

Apr 27, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Comments: Overall, the system is fine. (It's better than what we did have). Calling Athenahelp is usually a struggle that doesn't produce much result and leaves you disappointed. I think that Athena chat could benefit greatly from the ability to enter your extension or location. A lot of our doctors travel to different offices and when you need to reach the staff, it is hard to know where they are. It would be great it Athena chat, you could put a personalized status. Instead of just the drop down of "available, busy for 1 hour, etc". It would be great if we could personalize it to say "ext. 555" or something.

Pros: Printing school/work notes & visit summaries at the end of the visit is convenient. Automated phone calls, portal communication & ease are both very positive assets for Athena. Charge entry and the tools available to process claims are very helpful as well.

Cons: "Tasks/buckets" and their routing leave a lot to be desired. Internal communications are not routed to the originating department & then must be asked back to them by other departments. Labeling documents could also use the ability to attach more than one order to results. When you have multiple lab results coming back on one fax and you can only attach it to one order, that leaves a lot of orders look as if they are unfulfilled.

Clincal is great, Collector...not so much

May 24, 2018
2/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

Comments: AthenaClincal has made our doctor incredibly happy. Its ease of use and efficiency has improved our practice tremendously. Our complaints solely lie with AthenaCollector. Their billing team has no idea what they are doing. Basic coding skills, insurance knowledge, general skills on how to appeal denials are not taught to their team. The majority of this team is outsourced, barely speaks English, and is loosely trained on billing. They provide generic responses and kick back claims to the practice they deem "unworkable" yet simply require a phone call to the payer for resolution. We spend more time working denials and appeals than they do and they collect a percentage of our revenue for minimal work. Their "replicated" EOB's are usually incorrect and the reason a claim is denied is usually misinterpreted. Resubmission of claims is done incorrectly and submitted as new claims, resulting in new denials as duplicate submissions. The list goes on and on. Don't waste your money on this portion of the system. Save the time and hire an actual biller.

Pros: The clinical side is fantastic, easy to use/navigate Order sets easy to modify & create along with access to other physician order sets as examples Reporting

Cons: Collector - uneducated billing team, outsourced from another country who do not understand coding basics Payor Enrollment Customer Service

Best so far

Feb 15, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: This is my second EHR for my practice and I also use Epic for inpatient work at hospital. I have looked at many EHRs and there is no such thing as the perfect one. However, Athena meets my needs most of the time and is by far the best of the bunch I have encountered to date.

Pros: Fairly easy to use and fairly Mac friendly. The billing side of the service is fantastic and best in class as far as I can tell. They could not do a better job of making sure I get all of my money - payments as well as incentives.

Cons: Template and Macro generation is a bit clunky. Really all the same stuff one can encounter with just about any EHR.

Recommendations to other buyers: Did you get your $40,000 of free money incentives from the government for jumping into EHR? Are you aware that MACRA and MIPS predict that if you are in private practice they are betting on you failing to meet bonus requirements? If you are independently wealthy and can afford to take a pay cut over the coming years, more power to you. If you run your practice as a business, wish to stay independent, and cash flow matters to you, then do yourself a favor and take a closer look at Athena.

Absolutely Horrible System, DO NOT USE.

Feb 15, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Value for Money

Comments: Customer service is a joke! Account representatives never get back to you in a timely manner and the so called "BILLING" module is useless. The fact that you cannot print claims from within the system without the claim going to Athena for review is ridiculous especially when you have to appeal your own claims because Athena cannot obviously do the job they are contracted to do. The follow up phone calls the "billers" make to insurance is a waste of time as well as they do not know what to ask and the phone call notes lack competent information so the office has to do all of the billing in house to make up for the incompetence of the Athena 'billers" lack of knowledge. Complete waste of money!

Pros: The system layout is extremely user friendly. That is the only exception to how incompetent everyone else in this system is.

Cons: The billing aspect is absolutely horrible. If you utilize the Athena billing module, I suggest you stop or make sure that they are being held to their contract. The billing team has no idea what they are doing in regards to modifiers or appeals. Athena also takes credit for every dollar posted into the system even though they did NOT work the claims or take part in collecting patient responsibility. How horrible!

Athena is great!

Feb 16, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: I love Athena! It's easy to use and is MUCH better than our previous EMR system. I love the reporting capabilities. The CSC is always helpful, and I love the new option to enter cases online versus being on the phone!

Pros: Great reporting capabilities - I used to have to manually enter info on spreadsheets, but Athena has tons of great reports built and you can customize your own reports as well. Easy to use! The system is very robust and Athena does a good job of staying ahead of the game regarding new and future law/regulation/requirement changes.

Cons: The medication section of Intake is time consuming because we have to click on each medication to see if it's a current med or historical and we need to Hide it. We would love to see more customization of the patient portal so we could build our own questions to match what we ask on our printed Health History forms and have the info populate the correct fields in Athena.

Recommendations to other buyers: Great EMR system!

We rue the day we decided to go with Athena as our EMR/ Practice management system.

Nov 23, 2016
1/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: We have been with Athena since June 2015. It was a huge learning curve and very little of their system is easy to self teach. They have not made this system intuitive. Their support during our conversion was very poor. We had several "superusers" for about 5 days. These folks were very nice but had no clue how to help beyond the very basics. They were constantly calling the help center themselves. Now that I have been using this system for a year and a half, I find it workable, but not efficient. It takes far too many clicks to navigate the chart. I spend huge amounts of time on the chart to get to the sign off. There is no easy fast method to simply document a phone call in the chart....takes many clicks just to enter a quick note. We had planned to cut our billing department staff significantly since Athena offers billing services. Not only did we not cut billing staff positions, we had to add more! One would thing they would have features like being able to easily track whether payors are paying the contracted rate when we get paid for a service. Not the case at all. To do this, apparently we would have to hand enter every code and $ for every payor. These rates change constantly, so this is not a easy task to accomplish. Finally, getting help on their help line takes way too long. The SHORTEST time I have waited is 5 minutes, which is reasonable, but most of the time, I have waited much longer. About 30% of the time, the wait is so long, I just give up.....after sitting on hold for over 20 min. We pay a significant % of our entire practice income for the privilege of this weak poorly designed, poorly run EMR/PM system. If you're thinking about getting Athena, DON'T DO IT!

Pros: Web based, access from any computer that has internet access.

Cons: see above, expensive, poor support, clunky, not intuitive, no value added, not a good partner

Recommendations to other buyers: DON'T DO IT!! Look elsewhere for a better supported, better functioning system

The Review

Jul 20, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It is a new system and once we get to use it more we will be able to see the strengths and weakness of the system.

Cons: We were not told of the features that were being removed. I understand we must adapt to change. I 'm curious which practices you interviewed to determine that certain features were no longer needed so you deleted them with the new upgrade. I don't feel that my staff learned the information they need through the tutorials.

Overall: The new upgrade has completed. We have several employee s who only have half of the new streamlined system. There are some of us who only have the new version and some who only have the old version. I believe Athena should of worked out all the issues before going live.

Recommendations to other buyers: Still new software so we are not familiar enough to give any advice on the software. However, it may be beneficial to reach out to your companies that use your product before upgrading so you know how the upgrade will benefit your clients. I'm not sure all the changes are beneficial to our practice.

EMR Software

Jul 20, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Great chart - the medical record portion is outstanding. Being able to have everything in one place and minimal time wasted on medical records requests.

Cons: As I stated previously, the billing portion of the software is every biller's nightmare. The coding and reimbursement portion is not truly in our control as Athena can make changes on claims as they deem necessar. Also there are many claims the payer states are paid or have been paid and the money is not found anywhere. Too many unpostable issues, to many missing eobs, too many tiers of support - very unsatisfied with this part of the program. Having to correct posting of Athena posted payments makes double work. Also having to post payments or adjustments where things are adjusted off to global incorrectly is also double work

Overall: Been on Athena approximately 18 months now. The transition was difficult as we are a very busy practice but it gets better daily. The financial side is a whole other situation - speaking as a coder/biller this program can be a nightmare.

Recommendations to other buyers: My opinion is to stay with Athena for medical record portion and do billing/coding in house.

Office Manager

Feb 14, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: We have been using Athena for over 5 years. We are satisfied and would recommend it.

Pros: Their customer service is exceptional to a different EHR we previously had. I have not had one person who was not in the United States. You can always speak to a live person. I have yet to have any calls outsourced to a foreign country. The Streamlined clinical portion is quite simple, as with everything there is a learning curve.

Cons: No onsite training. Impression was given that maybe you would need less staff, however we did not feel this was the case for our practice. Too many features you do not use or have time to use in a busy office.

Recommendations to other buyers: Be sure and ask questions related to your practice and get all of your implementation and staff training completed prior to going live. Our staff did not complete their online training therefore there was some frustration involved, however the system is easy enough to figure out if you take your time.

EMR in outpatient surgery clinic

Jun 30, 2016
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Athenahealth is easy to learn and train other personnel for use. It is also easily adaptable to physician's preferences. Athena service has also updated features based on feedback from physicians which is great.

Cons: I wish the training video was geared towards clinic use. The training sessions showed me how to use different billing features but was missing information on how to use the chart and schedule. This was quite a few years ago when we first started with Athena so this may have changed already, but I'm not aware. I also would like training videos for new personnel to watch. Right now, office personnel are training new employees. I know other EMRs have training videos which one can watch which would be helpful and more efficient use of time. The mobile app isn't very good so I can't do much on my phone. That really needs to be fixed.

Recommendations to other buyers: When looking for EMR, my concerns are always how easy is it to get help (Athena has helpline and online search) and is the software able to be adapted (i.e., features can be added to help with everyday workflow). This software is helpful for surgeons because the surgery orders allow for instructions to be passed on to the surgery centers. The clinic encounter can generate a letter to referring physicians (important for specialists). I just wish I could generate a referral letter independent of the encounter.

Athenahealth EMR Review

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Overall there are many good qualities with Athenahealth. I would recommend it to my collegues.

Pros: Appointment scheduling is pretty user-friendly. It would be helpful to have a more defined weekly page with better shading or coloring for a quick weekly glance. I like the appointment waiting list. I also like the drop-down menus.

Cons: I am not fond of the Templets. There needs to be a way to allow notes on the templates for follow up. It is difficult to see what templets are being used and which ones need to be rolled back. Also, the I do not think learning portal is not very helpful, and there needs to be a better training program especially for templets. It would be helpful to have a reminder that pops up for alerts for billing or appointments or admin. The reminder calls sometimes cut off. There need to be better follow-ups on complicated claims.

There are better products for less money. Paper charts are still better than Athena.

Jul 23, 2018
2/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Comments: Athena doesn't employ a single physician to help out at headquarters, which you will understand when you go through training. The project managers will push you through the poor training until it is too late. It was a complete nightmare learning this system; most descriptors are mislabeled.

Pros: You can create order sets (Doctor's orders) that include correct diagnosis, labs, Xrays, prescriptions that will speed up your memory and save time. You can also e-prescribe controlled medications with the help of your i-phone.

Cons: It is incredibly over priced. You will still need to pay your biller, or just use Athena as your biller and flush 20 cents (per dollar) down the toilet. Most of the words and phrases they use come from the computer world, and not the medical world. I would be embarrassed to run a company like Athena. We are currently looking for a new EMR system to replace Athena.

Athena EMR

Jul 21, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It comes with Epocrates. Not once since we have had this software has it went down. Customer support is great at fixing your problems right away.

Cons: When adding Lab orders and Imaging orders if you are using different facilities sometimes you have to go in and change the facility or the items you are trying to order will not pull up. It is frustrating when you are in a rush. The software will assume you are ordering for just one facility and tell you order not available at this facility so you will have to take extra steps to change to facility to order the specific item. Therefore you are switching back and forth between different screens. This does not happen for me often but when it does happen of course I am always backed up with patients.

Overall: Initially Athena appears intimidating to use, but once you get the hang of it, its a breeze. I really like that it comes with epocrates.

Recommendations to other buyers: Overall I think this software is great to use. I think the minor issues will be worked out and I recommend this product. I like it alot better than some of the other products I have used in the past.

Good product that has its faults

Feb 14, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Athena's system over-all has helped us with compliance and tracking of accounts receivable. The rules system and scrubbing process for claims are a work in progress but as you create more billing rules, there are fewer denials on the back end. I find the system to be a little slow, but overall is quite functional to our needs. Our staff has found the system to be easy to use. We have found the more time you spend creating templates the quicker the patient flow is. There are some billing issues that were not talked about on the front end such as web access for some payers which delayed payment on claims and resolving that was and continues to be quite time-to consume. Overall the system works as advertised and has been helpful to our office flow, claims, and A/R.

Pros: Easy to follow claims and a/r with work flows on every claim. Easy office pt work flow

Cons: The system itself runs slowly regardless of the computer its run on. The system is a little convoluted and can be hard to navigate. Some system billing errors, specifically w/ dme that had to be resolved. Does not handle referral needs well, must create custom rules. Given how important this is, it should be integrated into the system but isn't.

Recommendations to other buyers: Make lots of templates, and in the beginning pay very close attention to claims and find where you have to make billing rules.

As part of the admin team, the reporting feature is top notch.

Jul 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: I do not use this software from a clinical perspective. The layout is aesthetically appealing and it has an IM feature to send quick messages. From a reporting standpoint, setting up reports and building them from scratch couldn't be easier. It's very simple to export the reports to excel or Tableau for even better analysis. It does come with prebuilt reports. If you need to create a custom report, there is a report building feature that walks you through the steps. For the most part, Athena does a good job at defining the fields, but sometimes it does require some trial and error.

Cons: Though the software has really user friendly reporting features, sometimes the data itself does not make sense. For instance, we ran a report for no shows and there were instances of 1 no show/0 booked slot. There are also different report categories that include/exclude certain types of data. ie you may not find certain billing data in a clinical category report.