athenaOne Reviews

The Legacy system is the only part of this system I like and use consistently. It's all right, but they're getting rid of it instead of improving the issues we've asked to have fixed.

Where to start? The community aspect used to communicate with other users is only helpful when Athena feels that your voice matters, and unless you're kissing their feet, they couldn't care less about your comments/concerns. They'll merge or delete complaints about their new UI and refuse to ask their users for opinions before implementing a system that doesn't work. Then there's the fact that their...

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The system is very user friendly once your set up is complete.

Set up is very time consuming, not very turn key.

intuitive, easy to use, all features in one product

format of the medical history sectioon and lack of matching patient self-check in answers with history

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

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...

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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.

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.

There is really little that I can say about liking this software

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.

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.

The RCM and billing service is the worst. Don't even attempt it.

The workflow of Athena is excellent and uses common sense. E-prescribing, integrated fax, communication among office employees is a must.

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.

The only thing I think has been really good has been its interface with labs and imaging

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.

Lots of billing intelligence and assistance.

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

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.

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....

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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.

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.

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.

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...

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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,...

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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.

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.

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....

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

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

Athena Clinicals makes communication a breeze with Athena Text, secure messaging, Patient Case options and special documentation options for any and all patient/clinical staff needs.

The medical records system continues to be a painful process through Athena for patients and clinical staff alike. Scanning in documents to not have the information show up in the charting system/ only working with Athena capable providers successfully most of the time makes this a tedious process and errors common.

I loved using Athenaclinicals. It has lots of helpful learning modules to help train staff. Creating reports was a big help as well.

Clearing claim holds is a challenge because the language is not alwats easy to interpret! Offering learning modules would help.

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

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

The billing component is extremely beneficial though, I have found that some of my offices have thought that is does ALL billing. (Again, I think it's a lack of understanding and initial training.) The access to helpline is great. Having a live person to talk to has been helpful. (It's sometimes can take longer periods of time to come to a solution but they normally stay patient until there is...

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

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

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

Pleasant customer service reps Athena will submit claims

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

1) You can access the phone number from the chart. 2) You can reference visit notes while creating a patient case.

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

smart lists that know what orders might go with what diagnoses ability to remind patients of next appointments, vaccines, etc. ease of creating reports about anything integration of Portal with EMR

no "office view". This is the single most frustrating part about Athena. In our old EMR, I could easily see what patients were in what room waiting for one doctor in the office all at once. THat's not possible with Athena, and without that, I will never feel completely happy with the system. I also hate how difficult it is to quickly look at recent visits, because the "Visits" tab includes phone calls, and other "encounters" that aren't the same as visits. The new streamlined version makes taking care of quality parameters impossible because of the time involved to click and wait on each one. (In the previous version, I could click on everything that was satisfied outside of Athena and then save it at once). Now I just ignore that tab due to time.

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...

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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.