All athenaOne Reviews

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Anonymous

Used unspecified

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed March 2024

athenaOne Review: All Accessible At Once.

User Profile

Jarred

Verified reviewer

Hospital & Health Care, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed December 2018

Very easy to pick up and get going.

PROS

The user interface is very friendly and everything is set up to guide you through easily while entering patient information.

CONS

Sometimes the add on software like the label printer and document printer would stop working, but that is rare.

Julie

Hospital & Health Care, 51-200 employees

Used daily for more than 2 years

Review Source
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed October 2019

Bells and whistles

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.

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.

Reasons for switching to athenaOne

The technology was not keeping up especially in the electronic exchange of records area and making sure we'd have all the tools we needed to meet MIPs.

Kristin

Medical Practice, 2-10 employees

Used daily for less than 12 months

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

1

Reviewed June 2017

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

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.

Mariam

Medical Practice, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2023

Great Service

PROS

We love all the features AthenaOne has to offer.

CONS

Not being able to send faxes without attaching it to a patient.

Reasons for switching to athenaOne

DrChrono was not user friendly. The billing management was barely subpar.

Abigail

Mental Health Care, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed August 2023

Excellent product, poor onboarding implementation.

AthenaOne allowed our business to consolidate many of our third-party apps into one complete EHR system.

PROS

AthenaOne is an all-in-one EHR system that has most, if not all, the features one could want in their EHR. If you wish to consolidate your softwares into one product, AthenaOne is a good option.

CONS

The worst part of AthenaOne was the lengthy onboarding process. While it is to be expected when switching EHR systems, our original sales representative did not give an accurate impression of just how extensive and lengthy the implementation is. Expect to need several full time employees working only on integration for several months.

Reason for choosing athenaOne

Athena was faster to reach out and provide a demo. Pricing with athena is a percentage, Kareo is a flat fee.

Reasons for switching to athenaOne

Valant has poor customer service and is less than satisfactory. It does not have many integrated features, meaning that other third-party applications are needed.

Dr Nicole

Hospital & Health Care, 2-10 employees

Used daily for more than 2 years

Review Source
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

2

FUNCTIONALITY

3

Reviewed May 2020

Nickels and Dimes!

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.

Reasons for switching to athenaOne

Needed a better billing solution which was supposed to be more inclusive and emcompassing.

Peter

Medical Practice, 201-500 employees

Used daily for more than 2 years

Review Source
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

2

FUNCTIONALITY

2

Reviewed October 2019

EHR

We still have issues with multiple ICD 10 dx being accounted for by the health insurance companies for patient visit billing. The billing information is limited to a certain number of codes per claim. For complicated patients with multiple problems the claims do not transition over to the insurance company. Usually only the top 4 would. Some patients can have as many as 20 codes per annual encounter.

PROS

Relatively easy to use after training and some oversite during implementation

CONS

It has little functionality for the large multi specialty group for customization. It doesn’t allow quick review of the ongoing story and treatment plan for chronic diseases. Medication flow charts are lacking for chronic disease management. The present ones are too cumbersome and time consuming to customize.

Reason for choosing athenaOne

Leasing option was the best option only given by Athena at that time. Also our billing Dept was impressed with the Athena software for claims rules to prevent and reduce the claim denials.

Mary

Hospital & Health Care, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed October 2023

Great all around

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.

Reason for choosing athenaOne

Athena had more offerings with a more streamlined user experience.

Reasons for switching to athenaOne

Athena is the best!

Mindy

Hospital & Health Care, 51-200 employees

Used daily for more than 2 years

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

2

FUNCTIONALITY

4

Reviewed October 2021

Athena EMR

Overall, very good EMR. Great price. Poor support and improvements on hospital platform

PROS

Lots of billing intelligence and assistance.

CONS

They focus heavily on the ambulatory side, and not as much on the hospital side. Also- long wait times for customer support.

Reason for choosing athenaOne

cost

Reasons for switching to athenaOne

We needed to have the clinic and hospital on the same platform

User Profile

Mark

Verified reviewer

Hospital & Health Care, 1 employee

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed March 2022

Not a good choice for Behavioral Health (psychology, psychiatry, counseling, etc.)

PROS

It is fast; automatically saves most of what you type in; does not crash very often (3-4 times/year); email support requests usually answered within 24 hours; online help knowledge base is comprehensive and it has a good search engine.

CONS

Not designed for mental health EHR, patient management, communication. Primary care clinicians say it's "pretty good" although "EPIC is better". Most behavioral health clinicians do not like Athena (based on support forum polls and Athena even admits it if your decipher the corporate-speak.) Athena rarely designs workflows, templates, and processes for Behavioral Health. They cobble together features and processes used by primary care clinicians and staff and tell us it's designed for Behavioral Health. If Athena employs mental health professionals I've never seen them on video presentations or as authors of "how to" resources or anywhere else.

Keith

Hospital & Health Care, 11-50 employees

Used daily for more than 2 years

Review Source
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed October 2019

Modular Flexibility and 24/7 Access with Value

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.

Reason for choosing athenaOne

The overall package just overwhelmed the competition at the time.

Reasons for switching to athenaOne

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)

Donna

11-50 employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed July 2016

Better than the rest

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

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.

Ann

Hospital & Health Care, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2022

Sea change

When we selected athenaOne, we requested an (unreasonable) implementation within one month. They (appropriately) warned that this was not recommended but went along with us and WE DID IT. There were definitely issues that had to be addressed going forward but it was accomplished fairly quickly and smoothly and we were moving onto process improvement within the two months of implementation. We did identify and make improvements. Implementation for our Ortho group was 3/1/2019 and for the GYN group was 5/1/2019. In 10/2019, our accountant reported that we were better than we had been in 20 years! This is the sea change that occurred. The amount of clinical work and number of patients was not significantly different and despite high staff turnover, a location change, and a new EHR, the improvements that we were able to identify and implement moved us from being underwater to riding a wave of success.

PROS

The most important features of athenaOne which have produced a SEA CHANGE for our practices are 1) easy access to demographic, clinical, scheduling and billing information regardless of your role, 2) remarkable and rigorous data collection and report functions that allow optimal decision-making and tracking of business functions, and 3) an optimal platform for developing and implementing PROCESSES which improve efficiency, reduce human work and reduce human error.

CONS

The only thing I don't like is that I don't optimally use all of the features because I haven't learned what they are yet! We have been using athenaOne for a little over three years and there are still a large number of features and processes that I could implement or use in our small practices. There is always a better way!

Reason for choosing athenaOne

AdvancedMD, cannot remember others

Reasons for switching to athenaOne

Moving to cloud based NextGen was cost prohibitive.

Sheena

Medical Practice, 2-10 employees

Used daily for more than 2 years

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2017

5 Star Review

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.

Meredith

Mental Health Care, 10,000+ employees

Used daily for less than 2 years

Review Source
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

2

FUNCTIONALITY

1

Reviewed January 2018

year 1 of pure and utter hell

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.”.

JANETTE

Medical Practice

Used more than 2 years

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2016

Doing very well with athenahealth as our EMR

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.

Christina

Medical Practice, 11-50 employees

Used daily for more than 2 years

OVERALL RATING:

3

EASE OF USE

2

CUSTOMER SUPPORT

4

FUNCTIONALITY

2

Reviewed February 2017

Look at all EMR/EHR options

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

jane

Medical Practice

Used less than 2 years

OVERALL RATING:

2

EASE OF USE

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed June 2016

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

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.

Elene

Medical Practice, 2-10 employees

Used daily for less than 2 years

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

2

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed February 2017

Amazing ease of use for providers.

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.

dale

Medical Practice, 2-10 employees

Used daily for more than 2 years

Review Source
This review was submitted organically. No incentive was offered

OVERALL RATING:

2

EASE OF USE

4

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed November 2023

Bait and Switch

The athena account manager position ( or title de jour) has been a revolving door. We have never had a meaningful relationship with them before we are assigned a new manager.

PROS

The EMR was initially easy to set up. The billing functionality was adequate at first

CONS

Any requests for improvement are completely ignored. For instance, from the start we were told that an android app was just around the corner. That is still their position 13 years later....it will never happen. We are just told to "put it on the suggestion board". However, the reason for my review today is that the price has suddenly jumped in a huge way. Even though we have been told that the price (Percentage of GROSS collections) will drop over time, they have just raised the percentage that they take again. This is being blamed on "inflation" but obviously inflation alone will increase their withholding since they are on a percentage of collections basis. They in fact are just taking a bigger piece of the pie. Totally dishonest. And it is being done against our will, with no contract negotiation.

Reasons for switching to athenaOne

Initial low startup cost

Cate

Hospital & Health Care, 501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

FUNCTIONALITY

4

Reviewed February 2019

Our "Alliance" with Athena

As a smaller local hospital we did not utilize Athena for our hospital ERM however our physicians network did. The system utilized by the hospital and Athena utilized by the physicians network did not communicate therefore information would need to be manually obtained for a patient who had a primary care physician within our own network that had been admitted to our hospital. Confusing for both nursing staff and the patient who was having to give a complete history and physical all over again. I was granted access to the Athena to act a liaison between hospital and physician. I found while utilizing Athena that it provided a valuable quick overview of patient demographics, medical history, medications, etc. However, while reviewing things such as medications I found that the system allowed not only for duplications but for entries to be saved as "free text" or saved while incomplete (missing drug strength, frequency, etc.). I was also disappointed to find that while I had access to this information, there was no quick way to share the information with other providers other than to print and fax or hand carry to patient chart on the hospital floor. A positive thing about Athena was that is was very easy to navigate so when a patient was admitted to our facility there was no digging through the last 12 months of patient follow-up visits to locate what they were last seen for, what medications they were prescribed, etc. Ease of use was certainly not the issue.

PROS

Fairly easy to navigate, allows for a quick overview of patient demographics, medical history, medications, etc.

CONS

For whatever reason coding allows for a lot of duplication or for information to be incomplete.

Elaine

Medical Practice, 2-10 employees

Used daily for more than 2 years

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed February 2017

So easy to use

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

Beth

Hospital & Health Care, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

2

VALUE FOR MONEY

4

CUSTOMER SUPPORT

2

FUNCTIONALITY

4

Reviewed July 2016

Idea is cool, but a few glitches..

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...

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....

HOWARD

Medical Practice

Used more than 2 years

OVERALL RATING:

1

EASE OF USE

2

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

1

Reviewed August 2016

frustrated user

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.

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