# Page 5 | athenaOne Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - Is athenaOne the right Patient Portal solution for you? Explore 904 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/98735/athenaOne/reviews/?page=5 --- athenaOne 3.8 (904) [View alternatives](https://www.capterra.com/p/98735/athenaOne/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 5 - Reviews of athenaOne ## Showing most helpful reviews Showing 101-125 of 904 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JS Julie S. Health Information System's Manager Hospital & Health Care Used the software for: 2+ years ### "Bells and whistles" October 14, 2019 4.0 We are a Family Medicine Residency which makes managing the clinic more complex for us than most clinics because our providers are all part-time, there's Faculty over site of the Residents, and they are learning. We went live 2 1/2 years ago with 75 end-users and have been very successful with Athena. Implementation took about 2 1/2 months and was up to full schedules within 5 weeks of go-live. We've added on Dulcian CCM software which has helped us earn a lot of income doing CCM just documenting time we were missing in our old EHR. We've also implemented electronic check in which has helped get more historical information in our charts and more screeners completed on our patients. We realized a 1 FTE decrease in Medical Records and have realized savings in other areas. Pros There are lots of bells and whistles built into the software and they are moving towards releasing more and improving all the time. Free interfaces make life so much easier for us! Athena listens to users when developing the software, they are visionary with future software needs in order to meet MIPS requirements. Implementation was big but there were people helping us through each step. We have an amazing Account Manager and meet with him once a month to go over open issues and discuss financials. Athena is overall a very forward-thinking company. Athena Marketplace has lots of add-on features to help make your staff's lives easier. We've acclimated well. Cons The tickler system for follow up visits are subject to user errors and need constant review. However, honestly, most recall appointment tools usually do because patients just don't return on time or try to get as much time in between visits as possible. Task assignment over rides (TAO) take some getting used to and are hard to filter for some incoming document situations. I wish there were more filters on the TAOs. Our patients feel like we over-communicate with them so if you go with Athena, make sure you start asking the patients their communication preferences from the first new appointment they schedule with you. It's important to get phone calls unchecked if they do not want reminders in several ways for the same thing. Call campaigns to get patients back in for visits are embellished with their wording and can contradict what you said in your message. ie: You do not need an appointment to get your labs drawn. Then Athena adds You are due for an appointment in the email and you don't even know they are saying that to patients so something to watch. All software has things we wish were different. Alternatives considered [Epic](https://www.capterra.com/p/122278/EpicCare-EMR/) Reason for choosing athenaOne More freedom to do what we wanted with the product. We're a clinic and Epic was more of a software to use for a hospital system. Review Source DT Dorothy T. Practice Manager Medical Practice Used the software for: 1-2 years ### "Going in to second year with Athena" August 31, 2022 2.0 Due to the number of posting errors, frequent changes of account service managers and the need for additional staff to handle the many issues that come up daily, I would never be able to recommend this product to any office. Pros There is really little that I can say about liking this software Cons Everything to do with billing claims and posting the monies. In addition, Athena calls and texts our patients excessively, to the point that a lot of them have opted out of notifications. I have had several patients recently who wanted Athena's number to complain about their service. That is another thing, you do not have the phone number of that one go-to person for assistance when you hit a wall. Switched from [PulseEHR](https://www.capterra.com/p/10010571/Pulse-Complete-EHR/) Pulse had been bought out and the software was at end of life. The physicians decided to go with Athena based on the promise of increased revenue and ability to reduce staff. Neither has happened. We were always in the top 3% of productivity and have seen those numbers steadily drop with Athena. Athena requires you to send all EFTs and paper checks, including patient payments to USBank, Athena then goes in and pulls those and posts them to the patient accounts. The EOBs get separated frequently and you have to find them for Athena. Athena does not know how to recognize HSA payments, how to properly post bundled codes and the list goes on. Worse mistake our office ever made was in going with this product Review Source TD Taiwo D. Physician Medical Practice Used the software for: 6-12 months ### "Tread Carefully and do not believe the sales rep" July 22, 2022 3.0 The EMR is ok to work with. I think combining with the RCM has really made the experience terrible. Please do not use their RCM or their billing service, you will lose money, miss deadlines for timely filing. They don't notify the practice if there is a large patient balance so you can't collect on time. They are so slow in updating patient and insurance payments so you don't know on time if your claims are denied early enough to take corrective action. This has been more frustrating. Once I took up the billing myself, life was so much easier. They also said you could downgrade at anytime, well there are stipulations to that, DO NOT BELIEVE WHAT THEY TELL YOU. They say you'll have CSM (customer service manager) to help make sure your billing is going well; well, that's if you ever get one to speak to you. They were supposed to reach out monthly to ensure you are getting all the money due to be paid to you, no one reached out to me. 3 months in, I started wondering so I reached out, then they switched me to someone else who was trying to sell me more products. I would not recommend their billing services or RCM at all. Just get your own biller. Pros The EMR has good templates, the patient portal is pretty good. Implementation was the worst, they use these people who live in other countries who have the most minimum knowledge so implementing this was as stressful as using their RCUM. I had to ask for someone else because my go-live date was due and this guy could not answer my questions. Cons The RCM and billing service is the worst. Don't even attempt it. Alternatives considered [ObGyn-Cloud](https://www.capterra.com/p/226719/ObGyn-Cloud/)[DrChrono](https://www.capterra.com/p/89392/drchrono-Practice-Management/)[CharmHealth](https://www.capterra.com/p/120340/ChARM-EHR/)[AdvancedMD EHR](https://www.capterra.com/p/114601/AdvancedEHR/)[PrognoCIS](https://www.capterra.com/p/37932/PrognoCIS-EMR/) Reason for choosing athenaOne You could downgrade at anytime Billing services seemed legit (I realize not so anymore) Review Source VR Verified Reviewer Physician Assistant Hospital & Health Care Used the software for: 6-12 months ### "Athena makes my job mostly easier. " May 25, 2022 5.0 Pros The workflow of Athena is excellent and uses common sense. E-prescribing, integrated fax, communication among office employees is a must. Cons There are a lot of steps to go through from chart completion to claim submission. Sometimes it feels like there is a lot of double work happening. Athena does not know much medical terminology and often tells me that I am misspelling things when I know them to be correct. I wish that the dictation portion were free. Alternatives considered [Epic](https://www.capterra.com/p/122278/EpicCare-EMR/) Reason for choosing athenaOne Cost and ease of implementation. Switched from [Epic](https://www.capterra.com/p/122278/EpicCare-EMR/)[EHR 24/7](https://www.capterra.com/p/134091/EHR-24-7/) Claim management. Practice growth. Review Source YC Yagnesh C. Cloud Engineering Information Technology and Services Used the software for: 2+ years ### "AthenaOne is a great resource for medical professionals looking to modernize their office and stream" March 17, 2023 5.0 Overall, AthenaOne is an excellent platform for healthcare providers to use for improved quality care and better business results. Pros I like that AthenaOne provides an integrated suite of tools and services to help providers manage their practice and ensure quality care. The medical record is comprehensive and easy to use, and payment capabilities are streamlined. It also includes integration with a clinical network that provides access to additional resources. In addition, the patient engagement feature helps build relationships and facilitate better care. Cons The least favorite part of AthenaOne is that it can be a bit expensive to purchase and implement. It may also require additional training to get the most out of its features. However, the cost and time invested in AthenaOne is worth it when considering the long-term benefits it provides. Review Source KY Keith Y. CEO Hospital & Health Care Used the software for: 2+ years ### "Modular Flexibility and 24/7 Access with Value" October 9, 2019 5.0 Great experience for over 8 years now; many of my peers wish they had switched to Athena once they see the capabilities of the product. Pros I have seen this software grow over the years and now have friends using it within multiple different services lines in the healthcare industry. Some of the key pros I can think of quickly include: - Flexibility, (features and design allow of different service locations, and different physicians within the same practice to see/edit EMR information to fit the individual) - Transparency, (live EMR, Practice Management, Quality Management information is real time) - ACCESS, simultaneous information access by multiple personnel in the same (or different) practice location I personally use the product to manage primary care, imaging, laboratory, and physical therapy business lines simultaneously - Communication with team members and patients by methods of preference (patients can select how they prefer to receive communications (phone, email, text or all) - Customer service, both online and by phone access the clients get answers to questions quickly. - Fantastic Online training syllabus. Staff and watch interactive videos to learn new (and more efficient) techniques to use the software in daily tasks. The training material is available 24/7 and moves at the pace the employee prefers. - Remote access, key team members and physicians can access the information from anywhere at anytime greatly improving communications. Cons Advancement requests,or recommendations for improvements, from clients are rated and scored by clients across the system, which is a great design! Recommendations from the User Community require time to develop, grade, prioritize and implement. Eventually, the highest costumer rated recommendations get attention and are implemented with accuracy; just takes time. Alternatives considered [Epic](https://www.capterra.com/p/122278/EpicCare-EMR/)[eClinicalWorks](https://www.capterra.com/p/120360/eClinicalWorks/)[Practice Fusion](https://www.capterra.com/p/266915/Practice-Fusion/) Reason for choosing athenaOne The overall package just overwhelmed the competition at the time. Switched from [MedInformatix](https://www.capterra.com/p/50810/MedInformatix/) I had Medinformatix and Praxis previously. The reasons I switch to Athena were many but primarily: -to improve the information/documentation workflow for the physicians; giving the physicians more control of the process and how they view the data. - gain access to better reporting and transparency on the financials, practice management side - modernize the communication with patients via a certified HIPAA portal -achieve complete compliance to government quality standards (e.g. Meaningful Use, MIPS, etc....) -active online / offsite backups - instance access to alternate (live) server should downtime ever be experienced (for me, only twice in over 8 years) Review Source MH Meredith H. Child, Adolescent and Adult Psychiatrist Mental Health Care Used the software for: 1-2 years ### "year 1 of pure and utter hell" January 26, 2018 1.0 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.”. Review Source BM Bryan M. Doctor Medical Practice Used the software for: 6-12 months ### "Its All My Fault" May 12, 2015 1.0 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. Review Source RP Robert P. Doctor Medical Practice Used the software for: 2+ years ### "Unhappy user of this least bad EHR" November 29, 2015 1.0 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. Review Source KL Kristin L. Owner/Practitioner Medical Practice Used the software for: 6-12 months ### "Disheartening, despite ok start, progressively worse over time (less than 6 mos) and continues" June 7, 2017 1.0 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. Review Source Evelyn Grace C. Virtual Administrative Medical Assistant Hospital & Health Care Used the software for: Less than 6 months ### "AthenaOne - A complete Easy to Use Platforms for Patient Engagement and Management" July 17, 2021 5.0 My experience with AthenaHealth has been really awesome. I like all the features and functionalities that it offers. It makes my work easier, faster, and efficient. It saves me time and helps me address patient's needs in a more concise and timely manner. I loved using this product! Pros What I loved about AthenaOne is it is so easy to use. It is not complicated and quite easy to find information about the patient. Cons So far with my everyday use of Athena, I don't have any complaints as it makes my job a lot easier, faster, and efficient. Help me to address patient's needs in a quick and timely manner. Review Source CC Cameron C. Primary Care Physician Hospital & Health Care Used the software for: 6-12 months ### "Worst EHR Imaginable to a Physician" January 17, 2019 1.0 I am a Family Medicine primary care physician. I have worked w/ my fair share of various EHRs over the years & have to say that, of all the ones I’ve used in the past, Athenahealth is w/o a doubt the absolute worst. To be fair, it does have (some) good things about it as aforementioned above, but those helpful features pale in comparison to the daily struggle that using this system most commonly affords to the provider. Note that the majority of those singing this product’s praises via reviews on this website are administrators who only have to use it for billing & not the doctors actually battling & doing the necessary hard work in the trenches. That should tell you something. And those few doctors who do like it tend to either not be in primary care or, based on their specialty, simply don’t actually have to use & document on it much. But as an individual w/ even the slightest shred of computer programming/coding experience, I can quickly look at this EHR & recognize a system which was initially poorly coded & has since long been neglected by its original developers. Again to reiterate, IT/customer support is entirely absent & derelict in their duties to continually improve on this system. One final piece of food for thought to top it all off is that I was just getting so frustrated w/ this system over time in a sort of Pavlovian conditioned sensitization that I was ultimately forced to resign from my first-time career job as a PCP as a result. So don’t be me. Pros The organization of certain sections was done pretty well. Easy INR managing. Fairly good growth charts w/ automatically calculated percentages available. Good implementation of external screening questionnaires, meaningful use, etc. Ability to create auto-texts, templates, etc. Cons Glitchiest product imaginable: text formatting issues, superimposed text transferring to next screen, text failing to scroll to next line causing entire paragraph to look jumbled up, poor copy-paste, small view screens/boxes, stubborn dragging/sorting of ICD diagnosis code boxes, frequent slow-downs, freezes, sudden unpredictable crashes failing to save one’s note work. Severely outdated terminology for certain medical diagnoses making simple common diseases difficult to find in search feature. Abysmal medication refill system. 3, 5, sometimes even 10-15 min. to address 1 refill request (inexcusable). Very difficult to confidently say whether a prescription has actually been filled or not. Medication lists are just a complete trainwreck. ‘Medicare monthly order form’ is not a medication that should EVER need to be reconciled. System shockingly even was able to allow me to prescribe controlled substances under other doctors’ names unwittingly & w/o their consent. Poorly interfaces w/ outside labs, pharmacies, hospitals, other clinics, etc. Does not communicate well w/ others. Requires way too much daily hands-on maintenance work to keep organized, unsustainable for a busier practice. Absolutely ZERO (& I do mean ZERO) helpful customer or IT support. Even had an Athena clinical trainor fly in to seemingly attempt to help, who only sat in the break room & fiddled on their computer the whole week & ultimately proved incapable of providing effective solutions. Review Source MH Mary H. Director of Strategic Operations Hospital & Health Care Used the software for: 2+ years ### "Great all around" October 11, 2023 5.0 Overall, my experience has been very positive with Athena. Pros Athena asks for client feedback (often and in different ways) and actually acts on those suggestions. In this way, Athena develops a product that is more useful to the users. Cons CSC interactions. Support is not tailored to the sophistication of the user. Often times, we contact support as a last resort after trying various methods to solve the issue. CSC starts at the most basic level of response and then takes additional time to escalate the issue to a higher level of support. Alternatives considered [NextGen Office](https://www.capterra.com/p/31268/NextGen-Ambulatory-EHR/)[Tebra](https://www.capterra.com/p/129169/Tebra/) Reason for choosing athenaOne Athena had more offerings with a more streamlined user experience. Review Source VR Verified Reviewer Quality Educator Hospital & Health Care Used the software for: 2+ years ### "Report Data is NOT true data" April 20, 2019 2.0 Overall experience is one of much dislike to having to "vote" to get improvements. If they wanted to build a practice customizable EMR, they missed the mark gravely. Changes happened in November to the UDS reporting capability. Reports for clinical data were a mess, unreasonable, and horribly incorrect. They need much help with writing the logic in their reporting criteria. Pros Facesheet shows all of the pertinent information on each patient before an encounter is open. AS LONG AS the clinical staff have updated the chart correctly. Cons I am stating this as a personal opinion that does not represent my present or past employer. I have used this EMR for FIVE (5) years in front office. back office, management, and reports. There are too many workarounds for the providers and support staff. Their logic in reports is insane. Data does not pull accurately, so charts have to be manually checked to see if a measure is actually satisfied. Calling the CSC in FIVE years, has resulted in ONE (1) helpful specialist, the others always have to put in a further review case, which never gets answered logically. I ask specifics and am given back elusive answers that leave me feeling inept, and I know it is this system, not my experience or understanding. ACO and UDS reporting is LOGICAL. The number of patients in a measure, like tobacco screening and cessation, is the denominator. The number of patients that have been screened for use and cessation education is the numerator. Easy to understand. Except Athena report logic doesn't pull accurate data. I have had to manually look at charts to see if the work was done by the clinical staff and change my data reporting that way before I report it out, and as of yesterday, out of 564 charts that "need data" in this report, 75 out of 100 satisfied the measure within the chart but not within the report. This is one example of the problems with the Athena logic, and why I would never recommend this to any FQHC that needs to report data to CCPM, ACO or HRSA. Review Source BP Ben P. Pharmacy Tech Hospital & Health Care Used the software for: 2+ years ### "AthenaOne " April 4, 2024 5.0 We really like AthenaOne and are learning new things about it monthly. It is convenient and easy to use once you learn it. There are so many ways that AthenaOne makes everything easier that you almost get spoiled once you learn how to do something the easy way. Pros I like that AthenaOne is easy to learn and once you can navigate the different fields, you can know everything that you need to know about our patients. Cons AthenaOne has a lot of different fields and functions that are available. Learning everything there is to know and how they can help with your practice is almost a full-time job. Switched from [Practice Partner](https://www.capterra.com/p/198657/Practice-Partner/) We needed a system that would grow with us and was easier to use and manage Review Source SC Susan C. Practice owner Health, Wellness and Fitness Used the software for: 2+ years ### "Terrible experience" April 18, 2022 2.0 When we first signed on with Athena almost 5 years ago things were OK. It seemed like they provided us with the onboarding help we needed, but, in the last year, it has been beyond terrible. You probably won't believe what I am about to say, but it is 100% true. 2 years into using Athena, we decided to change our practice name and speciality, and essentially needed to start another 'company' with all new tax ID etc. It required us to essentially onboard and become credentialed from the beginning again. I was assigned to someone named \[SENSITIVE CONTENT\] to work with this. We were about 7-8 months into the process when I started having the feeling that something was wrong, because no one was asking us for any information. I kept emailing and calling \[SENSITIVE CONTENT\] for reassurance that everything was going according to plan because our go live date was coming up. We had put out a lot of messaging to our patients that this big change was coming etc. I must have asked at least 6 or 7 times for clarification and he kept responding that everything was good to go. We 2 days before our go live date my rep called and apologized as she told me that actually, nothing had happened. The implementation of the new practice had been started or gotten off the ground. Apparently it had not 'gotten assigned to anyone in the right department'. Of course I was livid and just essentially dropped the process because Covid was happening and there was too much other stuff going on at the time. Pros The only thing I think has been really good has been its interface with labs and imaging Cons User ability and support: It is impossible to get any one on one help. It takes days to weeks to get someone to respond to a call. They require you submit these 'cases' when you have an urgent need which don't ever get addressed. It has been a nightmare. They are very expensive and so not worth it for what you get. Review Source SM Stephen M. MD, CMIO Hospital & Health Care Used the software for: 1-2 years ### "AthenaHealth meets our needs" October 11, 2019 5.0 My previous experience is with a large health organization with a home grown EHR. As I was involved in the design of that system, I was initially worried about moving to a vendor product. Thankfully that design experience helped me in the transition over to Athena and allowed my organization to anticipate and mitigate issues with data conversion and implementation that many organizations struggle with when changing systems. Overall our transition was smooth and resulted in minimal loss of productivity. Pros Easy to use with an intuitive interface that works well for ambulatory providers Company is responsive to issues and "flow-busters" Near zero downtime Revenue stream up significantly Cons Athena may not be tailor made to my specialty, but that is a small trade off for up time and interoperability Alternatives considered [Epic](https://www.capterra.com/p/122278/EpicCare-EMR/)[NextGen Office](https://www.capterra.com/p/31268/NextGen-Ambulatory-EHR/)[Office Practicum](https://www.capterra.com/p/156932/Office-Practicum/) Reason for choosing athenaOne In evaluating systems, far too many providers underestimate the human factors in transition and only focus on the bottom line cost. I've seen many institutions pay low money up front for a system only to be nickel and dimed for every customization. This is not the case with Athena. There may be a higher up front cost with Athena per user, but down the road, these costs balance over time. As someone with a significant amount of EHR design knowledge, I find most of the comments have been over the fact that this system doesn't cater to the individual, but the truth of the matter is that in order for a could based system to function effectively, it must meet the needs of the majority rather than the individual. Review Source DNW Dr Nicole W. Chief Medical Officer Hospital & Health Care Used the software for: 2+ years ### "Nickels and Dimes!" May 12, 2020 3.0 Some good, but everything is too automated and what's important easily falls through the digital cracks. Pros Admittedly, the software is easy to use and offers meaningful use suggestions. The five step patient visit is simple to understand. The patient portal is nice, however, the patient facing portion could look more modern. Billing is easy from a practitioner standpoint. It also is starting to integrate with other EMRs so occasionally we can pull labs and imaging from other participating systems. Cons Setup was arduous to say the least. Also, once claims are submitted, that's another story. I was sold that this software was all-in-one. They LIED. This is NOT the software for a small practice. They act as if I have an army of billing people when they told me that Athena was all I needed! For example, there was functionality that we needed to be aware of to find an important document from medicare. NO ONE told us and this document languished in some digital box. If we were a hundred person organization, I could pay someone to sit and manage the 20 or so boxes where they put communication. As a result, we got kicked off medicare for THREE months until I found out and remedied the cause. I was assigned a 'customer success rep' and had to find out who it was because she never scheduled a call. The previous THREE other reps were no better. They treat small practices like we don't matter. If you have less than 100 employees, FIND ANOTHER EMR. I'm in the market for another. Switched from [DrChrono](https://www.capterra.com/p/89392/drchrono-Practice-Management/) Needed a better billing solution which was supposed to be more inclusive and emcompassing. Review Source ML Mandy L. Superuser Medical Practice Used the software for: 2+ years ### "AthenaOne is efficient, secure, and easy to use" July 13, 2023 5.0 Pros AthenaOne is cohesive - it has nearly all the features we need for managing medical records, charting, communicating with patients, registration, portal access, etc. in one place. It is also simple to use, with workflows that are simply designed and customizable. Customer service is also great, we can reach them via chat or phone very easily. Cons There are a few workflows that would be nice to customize even more, such as making the Exam section of the five-step encounter one page instead of having to click to the next page to access the next section (such as moving from HPI to ROS). Reason for choosing athenaOne A provider was familiar with AthenaOne and preferred it strongly over other options. Review Source HK Heather K. Medical Practice Used the software for: ### "Ready to pull my hair out!" July 2, 2014 1.5 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. Review Source NC Nicohl C. Practice Manager Medical Practice Used the software for: 2+ years ### "Do NOT buy if you are small practice. " April 26, 2023 2.0 The doctor enjoys their clinical charting experience, but administratively athena is terrible. It requires way too many clicks to do anything. You have to use their billing and their outsourced billers are not good. There is no critical thinking and claims issues (even simple ones) constantly end up in the practices worklist, but you're paying an arm & leg for them to do it. Customer service is not helpful. It takes multiple phone calls and messages to get a resolution. You need more administrative and billing staff to work athena than you would need for other EHR's. For reference, I have been using athena for 5 years and am still confused about most functionalities. Pros The doctor likes the charting. The patient portal is ok. Cons Billing, claims, reporting, schedule templating, customer service, MIP/Quality Measures Review Source DO Danielle O. Physician Owner Medical Practice Used the software for: Less than 6 months ### "Frustrating experience " February 24, 2024 4.0 Pros The actual EMR is well designed and one of the best on the market. The workflows and order sets made use of the EMR very easy to use. Cons We liked the Athena EMR. We did not like the Athena One package, the related onboarding process or the corporate policies of Athena. We were told that the onboarding process would be 3 months. During that time we had (unhelpful) weekly meetings with Athena reps. My staff and myself did the required ,yet excessive, onboarding tasks outside of these meetings. However after 5 months the Athena One build out was still incomplete due to Athena staff's lack of progress. Communications around their delays were met with corporate gaslighting and deflecting. This is a solo provide practice with 1-2 insurance panels. There is no logical reason that the EMR should not have been ready for use after 5 months. I have used Athena in other settings and it seems that they do a very poor job with submitting claims. Most practice lose money if they re relying on Athena One to submit claims. Review Source HR Herbie R. Practice Manager Medical Practice Used the software for: 1-2 years ### "Thinking about moving." January 26, 2022 3.0 CSM care about the product, it's good when it works, but not liking it when I'm looking at my bank account and can't bill patients, patient accounts are wrong and my bank is light over 10k. Get your payer table spaces correct so that when you bill they are sent to the correct payer. Pros I really liked the machine learning part, sold one way but in reality, doesn't hit all the marks. We do like the patient care part, health history, and document management. Cons Billing, and medical bills. I'm writing this review because they are currently 2 months behind in updating billing and processing my checks. It's just not me that's having this issue, yes covid. However, that train has left. Athena took their invoice amount for last month but they haven't processed my checks to fill that void, don't do athena billing. Everything should be EFT straight to your bank, doing that now but have 9k sitting somewhere until they get people to process their payment. Reason for choosing athenaOne easy of use Review Source CK Colleen K. COO Medical Practice Used the software for: 2+ years ### "Athena review" October 18, 2019 4.0 For the most part excellent. Upgrades and updates seem to have slowed down and I think Athena has leaned more on the Market Place Vendors and less on enhancing included offers. I have made suggestions over the years and have given up as I do not feel the suggestions postings are something that Athena has been able to keep up with. Pros Claims scrubbing software. Our claims go out clean and are paid quickly. Support with MIPS. Reporting capability. Athena Text messaging. Versatility, software runs on any device. Athena text messaging. Monthly account manager calls and metrics. Partnership. Ease of creating order sets and working in clinicals. Market place partnerships are great and enhance the software and functions. Not afraid to be disruptive and things up looking for best and innovative practices. Cons Collector and Communicator insurance card copy do not communicate. Hoping one day soon you will be able to interface with EPIC. The reporting is so good that sometimes I need more support to ensure I am selecting the correct criteria. Alternatives considered [Prime Suite](https://www.capterra.com/p/222077/Greenway-Health-Prime-Suite/) Reason for choosing athenaOne User friendly, partnership, and overall program functions. Collector (claims scrubbing software), reporting, training, training/test site and learning portal. I had an on boarding team with Athena and my practice. The support and time we took to on board were invaluable. I loved Athena's Mission, values and vision. The MV&V was once on business cards, I really liked that, not sure what happened and haven't checked to see if it changed. Review Source BA Brook A. orthopedic surgeon Medical Practice Used the software for: 2+ years ### "Very dissappointed" October 5, 2021 2.0 Poor. what else can i say? If you had a question, you were routed to someone in pakistan who knew little to nothing about your billing but would read a paragraph they were given to tell you. It was silly. Seriously, most of you know all billing companies kinda suck. But this is one of the worst. Athena was the main reason I closed by private practice. I considered switching billing companies, but I just got tire of dealing with it. Take my advice, DO NOT use AthenaOne for billing. The EMR portion is soso, middle of the road. Billing portion is 3 thumbs down. Pros not what it was advertised to be. was also told that data migration would be seamless if i left; turns out I cant migrate anything. "termination team" still has not been assigned despite notice given to leave 3mo ago Cons Athena did a good job on selling me that all billing would be handled and I would need to put very little effort into this aspect. It couldnt have been further from the truth. In actuality, I needed to hire a full time biller to review the deficiencies created by Athena. The billing process is not run by billers, it is run by a software program. charges sat in a "bucket" until the charges were no longer valid due to untimely billing. I lost out on so much billing its sickening. Reason for choosing athenaOne had used the EMR at a previous practice. Talked to another group that used athenaOne and said they were good (paid consultant?) Review Source Similar Products Featured