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User Commentary
Product
For patients, the ease of use of athenaCommunicator is good. It gives patients the ability to...
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Culture, Product
athenaCommunicator pretty much works as promoted. Whether it works the way I want is a different...
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Product
I would like athenahealth to have an improved patient portal that we can customize. We are so...
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Relationship
I would like more support with athenahealth’s patient portal, such as having a help desk. The vendor...
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Relationship
athenahealth's support is really good in certain areas, such as MIPS. Our success manager is really...
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Product
The communication alerts that patients get in athenaCommunicator don't tell them where to go or what...
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Operations
The training for athenaCommunicator was bad. It was so expansive. athenahealth has modules that we...
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Product
I like what athenaCommunicator has to offer. It works well the majority of the time. We have issues...
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Product
I’m not a huge fan of athenaCommunicator. athenahealth has a lot more value assigned to the solution...
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Product
Anything athenahealth wants us to do within their system is driven through their portal. I'm not a...
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Relationship, Operations
athenahealth is so diverse with all the different groups and specialties they work with, and they...
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Product
athenaCommunicator has limited flexibility compared to other platforms in the market. For example,...
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Relationship
athenahealth is good at keeping us informed of issues, and our customer success manager is fantastic....
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Relationship
Other than our customer success manager, we only hear from people at athenahealth when it is time to...
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Product
We have more and more patients using athenaCommunicator. People realize they get a good response...
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Relationship
athenahealth recently created an athenaCommunicator app. Before, the website was kind of clunky. The...
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Loyalty
I like that athenahealth has been throwing a lot of their resources at athenaCommunicator and trying...
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Loyalty
athenaCommunicator isn’t part of our long-term plans, but that isn't a commitment yet. There are...
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Operations
athenahealth does not provide enough service for the implementation or go-live training. Years ago,...
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Relationship
I talk to people on a regular basis, and I have been involved in some of the local market dinners to...
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Relationship
athenahealth is proactive. They are there for us when we need them. We rarely have a significant...
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Product
athenaCommunicator is very easy. Everything could be better because nothing is perfect. I have just...
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Value
We all want to save money where we can, but when I look at line items side by side and see what I...
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Relationship, Value
With athenahealth, each client gets a really high-level customer success manager who is fabulous....
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Product
athenaCommunicator’s patient portal isn't always user friendly. It can be hard for some patients to...
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Culture, Relationship
athenahealth sets their expectations very low, so technically, they meet expectations, but they are...
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Culture, Value
athenahealth is trying to move into a model where they charge for any additional thing that they...
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Relationship, Operations
athenahealth is pretty good at communicating about upgrades, and the upgrades are pretty smooth most...
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Relationship, Operations
athenahealth needs better training for their support staff. Our experience is very hit or miss when...
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Product
athenahealth's patient scheduling is not quite up to snuff. Some things about the portal are...
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Relationship
athena's support is a little unsatisfactory. When things don't go right, I reach out to athena, and...
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Product
I like that I can set up reminders for patients. If I see somebody and need them back in six months,...
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Product
One thing I would change about the product is the reliability of the online scheduling. It needs to...
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Product
The product needs to be better in terms of the patient communication. athena needs to make it easier...
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Culture, Value
The vendor hasn't nickel-and-dimed us. We mostly pay a percentage commission or whatever, and pretty...
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Relationship, Operations
athenahealth has kept their promises, but I don't think that their people are very well trained....
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Operations
We don't get a lot of education for athenaCommunicator. The vendor's training is okay. We should...
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Operations, Product
The system is pretty updated, and when the vendor releases a new update, they also release videos on...
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Relationship
I don't know whether athenahealth's people are empowered. Most of them don't take things to a higher...
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Relationship
Things have been so bad on athenaCommunicator that we have gotten our service manager, who has been...
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Relationship
We recently had an issue and needed to get some additional teams in place. One downside with...
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Relationship, Product
Some of our patients are not as tech savvy as others and have navigation issues with...
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Product
athenaCommunicator has never changed, but it works fine and has good functionality. I don't have any...
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Relationship
Support is one of the biggest areas athenahealth could improve on. Sometimes, we get an agent who...
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Relationship, Operations
athenahealth has added an online chat feature that connects us one-on-one with somebody quicker than...
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Product
One thing that the vendor could improve in athenaCommunicator is the ability to refine our list for...
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Relationship, Product
I get a lot of questions from patients regarding their portal access. While they get their reminder...
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Product
There haven't been many changes. The product functionality meets our needs, but there will always be...
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Loyalty, Product
In all fairness, athenahealth is trying to do more with athenaCommunicator, but we may have to come...
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Product
The vendor doesn’t do a whole lot with athenaCommunicator as far as upgrades go; it is just an...
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Product
athenaCommunicator doesn’t integrate with our other systems, and it doesn’t integrate with other...
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Product
We use athenaCommunicator to do automated reminder calls, ticklers, and call campaigns, and those...
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Relationship
athenahealth underpromises and overdelivers, so they are careful not to make a lot of promises.
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Loyalty, Product
athenaCommunicator has a pretty robust functionality, but some of its newer functionality is not...
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Culture, Relationship
The vendor is always telling us when we are going to be in trouble. They have a very good website,...
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Culture, Loyalty
The integration we have had with athenahealth has been pretty good, but it has also been a little...
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Culture, Relationship, Product
There is a lot of communication with patients on my side of the house with things like self-pay....
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Relationship, Product
athenaCommunicator is all right. The vendor did some updates lately that are really bizarre. They...
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Relationship
The executive involvement has changed a lot actually. We have regular schmoozing meetings with the...
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Operations
Implementations and upgrades are things that athenahealth does very well. That is really an area of...
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Product
athenahealth is about 80% where they need to be in terms of making the portal fabulous for patients....
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Product
athenaCommunicator is not user friendly or well developed. We have long been asking athenahealth for...
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Product
athenaCommunicator is easy for our patients to use. In the portal, patients receive messages, like...
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Culture, Value
athenahealth avoids charging for every little thing. The fee structure is all encompassing and very...
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Loyalty, Product
athenaCommunicator could be improved by being more user friendly from a patient standpoint. We work...
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Product
athenaCommunicator meets the majority of our patients' needs. We do have some demographics that...
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Product
I like that we can customize things on our end with the product. If we want to send out a campaign...
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Loyalty
There are some things that athenaCommunicator just can't do. No one is perfect, but we are working...
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Relationship
So far, athenahealth has kept all the promises they have made. That is pretty good. And I like that...
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Product
We can send mass messages out with athenaCommunicator very easily. We also use athenaCommuncator for...
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Product, Value
We have over 60% of our patients signed up to use athenaCommunicator. Patients can send us messages...
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Relationship
athenahealth has customer service people we can reach out to during upgrades. I like that there is...
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Operations
athenahealth assigned us a manager who we meet with regularly. The vendor's training is really good....
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Relationship, Operations
We gave the vendor feedback on some things, and they let us know that they had taken our feedback...
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Loyalty, Product
I wish the portal had more options. I haven't really been able to use the portal for new patients as...
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Loyalty, Product
If I could unbundle athenaCommunicator from my other athenahealth products and buy something else, I...
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Product
Ease of use is where athenahealth is not good. athenaCommunicator’s patient intake and...
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Culture, Value
athenahealth has started to charge for all sorts of add-ons. Previously, with athenaOne, we got...
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Loyalty, Relationship, Product
athenahealth understands that patient communication with doctors and clinics is constantly evolving,...
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Loyalty
athenaCommunicator makes it easier for patients to schedule appointments and check in online. We are...
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Relationship, Product
We have a voice. We are heard, and athenahealth develops a lot of features through feedback from...
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Relationship
athenahealth does security updates and nonservice updates on a regular basis, and then they do a...
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Relationship, Product
There have been some recommended updates with athenaCommunicator that the vendor has promised to...
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Product
athenaCommunicator does a really good job of having a patient list of things that need to be done....
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Product
As soon as we log in to athenaCommunicator, it tells us all the things going on.
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Product
It is nice that we can use the product to do mass communication with patients. Occasionally, we...
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Relationship
Sometimes athenahealth will hold claims that should not be held. We had a situation where we knew a...
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Loyalty, Product
Sometimes athenaCommunicator is difficult for patients to understand, but athenahealth is working on...
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Relationship
It seems like the tier-one support people are there to wrap up calls as soon as possible instead of...
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Product
I like the new functionalities that athenahealth has put out, especially with the integration into...
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Product
We are getting a lot of spoof and phishing attacks. It would help if there were some way to...
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Operations
athenahealth has recently been redoing their training. They are constantly working to update that by...
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Relationship
When I have issues with the product, I reach out to the support team, and they always get back to me...
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Product
One way athenahealth could improve the patient portal is by allowing two-way communication via text...
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Relationship
athenahealth said they were going to address the omissions in the reporting capabilities, but they...
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Product
athenaCommunicator is good. It is flat-out simple, intuitive, and easy to use. The product is built...
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Product
Getting or sending information to the patient about their pending future or anything that is...
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Product
The ease of use of athenaCommunicator for a patient depends on the patient’s literacy and level of...
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Product
It is hard to measure whether athenaCommunicator has been successful. I have never tried to run a...
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Product
When we moved our departments around, we were able to update our department information, but many...
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Relationship
The executive involvement from athenahealth is abysmal. We have a customer success manager, and...
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Product
The patient portal is very easy to use. The product is good because it helps with any kind of...
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Product
The patients love athenaCommunicator. The patients upload files to the system, and from there, we...
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Relationship
athenahealth is pretty cooperative. If I complain about something, the vendor quickly takes care of...
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Product
We have patients all the time who get put into the wrong box in the system. Our older patients hate...
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Product
athenaCommunicator's interoperability with Epic's systems needs help. Our state health exchange also...
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Product, Value
athenaCommunicator is an easy-to-use, helpful portion of what the vendor has to offer. It is so...
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Relationship
Our customer service managers from athenahealth have been good. They are very knowledgeable and...
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Relationship, Product
I don't see a lot of proactive work going on with releases around athenaCommunicator.
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Product, Value
athenaCommunicator was never important until the COVID-19 pandemic. Before the pandemic, our cell...
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Product
athenaCommunicator is okay, but it is clunky. It does everything we need to do, but it isn’t...
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Relationship
athenahealth uses the word "partner" more than any other vendor we work with. I don't use that word...
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Operations
The initial training was not great, but the ongoing training is much better. For our onboarding, we...
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Relationship, Product
athenaCommunicator does not meet our needs. Sometimes we send out a newsletter about what is...
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Loyalty
Our satisfaction next year will be the same or maybe worse. Whoever we end up with for intake...
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