athenahealth RCM Services Commentary
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Subject Expert
Mollie Hunt
Research Director
Commentary Summary
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User Commentary
Services
athenahealth has not kept up enough with changes in healthcare billing. Their model is very...
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Relationship
athenahealth offshores their billing support and follow-up. The support staff is poor at the first...
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Relationship, Services
athenahealth does well at managing timely filing for payers who have standards across the nation,...
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Services
Our denial rates are not bad with athenahealth’s services. There is room for improvement....
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Relationship
When all things work well, athenahealth’s impact on our A/R days is good, but all they have to do is...
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Operations
athenahealth’s billing services are intrinsic to our agreement, and I would buy the services again....
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Value
I would not buy athenahealth's services again because if our people did the work, we would be more...
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Relationship
When we reach out to athenahealth, they don't understand what we are trying to tell them. They don't...
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Loyalty, Relationship
Our customer service manager tries to do what they can. Our partnership with athenahealth is...
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Services
I like the product and the reporting the firm gives us periodically. The reports are good. We are...
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Operations
When we first set things up with athenahealth, everything was set up incorrectly. It took quite a...
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Value
I think athenahealth’s service is great. Whatever it costs me, it would cost me a lot more to pay...
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Value
I feel like athenahealth’s price includes every little thing. Their interests are aligned because...
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Relationship
The only reason I am giving athenahealth’s strategic ability a score slightly lower than perfect is...
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Relationship
In the last year, athenahealth has come up with some new products, but their service has not been...
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Relationship
Considering we can't understand athenahealth’s support people, I wouldn't rate their quality too...
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Loyalty, Value
athenahealth's impact on A/R days is a positive thing. With new technology, we are hoping our...
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Relationship, Relationship, Operations, Operations
athenahealth won't provide any more educational information, and if something doesn't come out in...
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Relationship, Relationship
There might be a bit of a language barrier in athenahealth’s communication, and sometimes, I have to...
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Relationship, Relationship
Everything is going well with athenahealth. The firm is always trying to make and implement...
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Value, Value
athenahealth has been great, and we honestly love them. However, the firm has been talking about...
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Relationship
With athenahealth, I like the fact that everything is in place. Things go smoothly, and I don't have...
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Relationship, Relationship, Services, Services, Value, Value
athena is a great medical records management company. They are not so good on the billing side, but...
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Relationship, Relationship, Services, Services
We are really happy with athena and the way they work. athena gives us a lot of information when...
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Relationship, Relationship, Operations, Operations
athena needs to process the cases faster. They take a long time, sometimes even years, to process a...
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Relationship, Relationship
athenahealth seems to be ahead of the curve when changes are coming. We get warnings when there will...
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Relationship, Relationship, Operations, Operations
On the revenue side of things, I have been nothing but pleased since we started. Even the onboarding...
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Relationship, Relationship, Services, Services
Everything seems timely with athenahealth’s filing of claims, and if we get hung up, there is...
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Relationship, Relationship, Services, Services, Value, Value
The ability to handle the revenue side of things with a minimum number of extra personnel has been a...
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Operations, Services, Services
I am not satisfied with athenahealth’s timely filing. They don’t follow up, and they have the...
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Operations, Services, Services
athenahealth doesn’t always give the correct reason for denials. They should be attaching the EOB on...
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Loyalty, Relationship, Relationship
I know what athenahealth can be, and I keep having hopes and offering my services to help them. I am...
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Services, Services
I love athenahealth, and I tell everyone the firm's services are great, but there are definitely...
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Relationship, Relationship
Some things have been a little frustrating with athenahealth, such as when they have created tasks...
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Relationship, Relationship
We frequently open up cases when we have issues with stuff, and sometimes the people at athenahealth...
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Loyalty, Loyalty, Relationship, Relationship
athenahealth knows that we are very much an accelerated, growing company, so they are very much...
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Value, Value
We really like working with athenahealth. Our revenue seems to be about the same as it was when we...
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Services, Services
One of the best things about athenahealth handling our billing is that that allows me to work a...
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Relationship, Relationship
athenahealth's service response is really good. We call them, and there is always somebody online...
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Services
Everything the firm does is on time. Everything is done on the day that the patient comes in....
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Relationship, Relationship
I have a regular call with an athenahealth person who helps me with any problems. I just share my...
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Relationship, Relationship, Services, Services
There is a lot of information, so I can go in and look at different ways to do things in the firm’s...
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Relationship, Relationship, Operations, Operations
Things have worked out with athenahealth. In the beginning, I had someone who was very patient there...
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Relationship, Relationship, Relationship
athena assigned double the number of people we asked for, and that was good for us because it spread...
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Relationship, Relationship, Relationship
We have regular meetings with our account executive, athena’s sales representative, and a couple of...
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Relationship, Relationship, Relationship
Administrative tasks are the last things people want to do because they don't solve a problem or...
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Relationship, Relationship, Relationship
Systemwide issues or outages don’t happen very often, but when they do, athena’s team takes...
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Relationship, Relationship, Relationship
I go to regular meetings at my organization where we talk about all the issues we have to work out...
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Services, Services, Services
We like that the RCM services are all integrated. athenahealth leverages technology fantastically....
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Relationship, Relationship, Relationship, Services
The back-end support team doesn't always do a thorough job of reviewing issues, so it takes a lot of...
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Relationship, Relationship, Relationship
I have somebody at athenahealth that I can reach out to with any problem, and that person resolves...
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Services, Services, Services
athenahealth’s RCM services are done on top of the claims, and recent improvements help catch things...
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Relationship, Relationship, Relationship
We had a problem with an account manager, and an executive contacted us, and then the account...
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Services, Services, Services
The alarm for reviewing a claim is a little far out. The time frame for denials is eight weeks with...
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Value, Value, Value
There are a lot of things athenahealth doesn't charge us for that they could. A lot of mundane...
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Relationship, Relationship, Services, Services, Services
I would like it if athenahealth would allow practices more autonomy in the claims process and not...
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Relationship, Relationship, Relationship
There has been an improvement in athenahealth’s responsibility. They are lessening the days that go...
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Relationship, Relationship, Relationship, Services, Services, Services
I would like to see more transparency with athenahealth’s services. For example, the firm may throw...
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Relationship, Relationship, Relationship
If someone has a one-off question, they have to stand on their head and go through 75 screens to get...
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Relationship, Relationship, Relationship
athenahealth is the Rolls-Royce of healthcare. They are certainly better than any other firm we have...
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Relationship, Relationship, Relationship, Services, Services, Services
There is an issue where rural health practices cannot get everything set up the correct way. That is...
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Services, Services, Services
We had a rough patch with athenahealth in terms of the revenue cycle; the firm got really behind on...
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Services
We anticipated that the firm would take a lot of the load off of our revenue cycle team and do some...
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