athenaOne

Pros

It’s easy to navigate the program. It was also user friendly and simple to learn.

Cons

Sometimes I would get loading errors and it would freeze and or pause and need to be restarted.

Pros

Easy to learn and use. All-in-one system for scheduling, medical records, and billing. Great customer support/service.

Cons

Some updates don't always makes sense for all users.

Alternatives Considered

Reasons for Choosing athenaOne

Reasons for Switching to athenaOne

Pros

I like the fact that the system is used around world

Cons

There are two may ways to access a chart

Pros

This software hands down is the best I have ever used. I have worked in Medical Administrative for 30 plus years and this one is my favorite. The best part is how when a patient sends a message you can add whom they want to speak with, and it keeps a trail of everyone they have spoken with and if they were taken care of in the end.

Cons

In the beginning I struggled to learn Athena. This would fall on the training. If the proper training is in place, it is very efficient.

Pros

Great to look up patients, great for payments, scheduling patients, medical records

Cons

limited to upload documents. I did not find any other cons.

Pros

Allows the practice to function very well with one employee.

Cons

Honestly there is nothing I have encountered using athenaOne to really not like.

Pros

Athena dose help with scans and confirmation calls.

Cons

nothing I don't like about Athena, it's super helpful.

Pros

I cannot do what I do without Athena. My company was founded about 5 years ago; with a startup patient population at that time of ZERO. Now, we have over 8600 patients. As a solo practitioner and a team of 20 staff, we are taking care of our community BECAUSE of the support Athena One provides us.

Cons

I do not have any issues with Athena. I do have an extensive practice with many billing items; we do EKG, ABI, diabetic retinal exams, and a robust continuity of care; there are times when my billing department get bogged down with insufficient answers from Athena support team; but I think it is because our small company has a style that requires more than the average approach. My practice manager can better speak to these details.

Pros

Love love Athena! Deep scrubbing of claims, good customer success methods for solutions when there are questions, wonderful client success manager. On the forefront of being innovative with solutions and tools.

Cons

Cannot think of a issue. The only drawback is the process of changing data from one system to another, but with any EMR, when a practice makes such a change of data -- it is time consuming, but this would be with any practice. I am thankful that the data moving occurred early on in our clinic's launch. I only had a year of data to move. I was very thankful for the ideas provided by Athena to make it as easy as possible.

Pros

Overall, athenaOne is easy to use. It has what it needs to manage patient care. You can navigate the EMR efficiently and easily without much effort.

Cons

Sometimes, there is a problem with saving the charting. I have had a couple of instances where all my charting will disappear. There is a lot of double charting as well.

Pros

We love all the features AthenaOne has to offer.

Cons

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

Pros

User friendly and all the improvements and updates Athena continues to make.

Cons

Pharmacy prior auths - they seem to be a problem in several of our tablespaces

Pros

I have used so many different electronic health sites and Athena is by far the most user friendly and hardly ever has tech issues.

Cons

Sometimes when the site is down there is no communication about it and you have to figure it out on your own.

Pros

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.

Cons

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 new system isn't even user friendly! They would rather block you from commenting and voicing concerns than accept criticism on a broken system on the community page. On top of that, they'll send you the same script that DOES NOT answer your questions/comments/concerns instead of address the problem, then tell you to send complaints to their developing team, who in turn send you ANOTHER script.

And don't even get me started on how many concerns/complaints have gone unsolved in the name of "modernity," or how their 'help' section answers almost no questions posed but will send you links to useless videos and threads that didn't answer the questions there, either. Utterly embarrassing.

Needless to say, you'd be better off spending money on a company that actually asks its users on their opinion before implementing a broken UI and answers you.

Pros

Continuous improvement of product and its integration offerings.

Cons

The report builder is abit cumbersome and difficult to use.

Pros

Athena was very user-friendly, and organized clients effectively

Cons

It was more geared towards medical notes; some features needed for therapy notes were difficult to work around

Pros

AthenaOne does updates frequently to stay on top of the constant changes in healthcare. Training information is provided at each step of the way. The best feature is the live chat function that allows you access any assistance/troubleshooting needed in real time.

Cons

The process to work claims on the back end takes some getting used to.

Pros

Our practice had fewer errors when it came to billing

Cons

The cost was a bit pricey and some of our doctors did have a hard time learning

Pros

The ease of use, ease of charting, ease of e-prescribe

Cons

Setup cost is insanely expensive. Also, telemed is strange.

Pros

The EMR itself is quite nice and very easy to use.

Cons

Athena's offshore billing team is lackluster at best, fail to adhere to basic medical billing procedures.

Pros

The many advances that have taken place over the years with Athena

Cons

Getting in touch with Customer service was hard.

Pros

Billing ease, reporting, functionality and customer service.

Cons

Level of growth and capacity level of As the company grows may be limited.

Pros

The Customer Support!! It’s fantastic. The software is a very close second

Cons

The price but it is completely justified.

Pros

Enhanced collector capabilities. User friendly. Invested in success of clients. Very supportive.

Cons

There isn’t anything that I don’t like.

Pros

It is easy to follow and manage on a daily basis.

Cons

Nothing so far. I did not find anything that makes difficult to working with this software.

Pros

little after initial signup.\Did like the problem list being available.

Cons

notes get lost when I have to go away to other chart notes.
the dictation program works poorly ,and the part to correct errors does not work.
Initial startup failed and I lost a lot of money initially. Athena refused to help get my money back to me which was already sent by the insurance company.
Reimbursement money gets shifted thru a separate bank, and this added to loss of repsonsibility of "where is my money?"
Difficult to get from one section to another, and the instructions to do so are hard to find.
The help sections are not clear, and it usually takes several windows to get though to the detailed information I needed.

Pros

AthenaOne has it all. It's an all-encompassing software, from checking in guests, to viewing EMRs, faxing documents, and communicating with patients; there is nothing else like it. The support team is quick to respond when there is an issue. It makes the work day so much more time-efficient and professional.

Cons

The updates can be a bit disruptive, but they work quickly to resolve any issues.

Alternatives Considered

Reasons for Switching to athenaOne

Pros

It started out less expensive and had some good features

Cons

They increase the cost based, and it is based on gross revenue - so like everything in medical, you work harder and everyone takes a bigger slice, without being able to increase rates to accommodate. They charge primary care a higher percentage than specialists so the rich continue to get richer.
They do respond to suggestions. For instance there is not "out of office" reply option for patient messages, and no way to send them to another provider. Ridiculous. And they refuse to address this

Pros

AthenaOne offers an intuitive interface and seamless integration of EHR and practice management tools. Its robust analytics empower informed decision-making, while the responsive customer support ensures any issues are promptly addressed, making it a reliable choice for healthcare providers.

Cons

While athenaOne offers robust features, its steep learning curve can be daunting for new users. Additionally, customer support response times may vary, leading to frustration when critical issues arise. Overall, navigation can feel cumbersome, affecting overall user experience.

Pros

Ability to fax reports directly to providers

Cons

Minimal to no responsiveness from the company, basically plug and play, and skim percentage of your profits. Awkward interface.

Pros

The name I guess. The purple color them is also pleasing

Cons

The frequent and unpredictable downtimes (including on Monday afternoons during rush hour) and the turtle-speed customer support that may as well not exist.

Pros

Very efficient, fast, and sleek software for internal employees to use. It also allows customization which is fairly rare. This goes over most reports, and letters, as well as formatted templates.

Cons

Recent changes to make AthenaOne more efficient have kind of backfired. It becomes very difficult to navigate individual client charts.

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.

Pros

Easy to use and communicate with healthcare providers. Provides easy access to health records, test results, and messaging.

Cons

Email notification lag. When you receive a message from your doctor, they will send an email to notify you, but the email comes hours after you've received the message.

Pros

As a CCMA I am accessing the EMR before, during and often after each visit. I have done everything from prior auths, RX refills, procedure documentation, clinic check-in, injections documentation, and so much more through Athena. I find that I can easily maneuver, document, update and communicate ia Athena systems. I appreciate the adequate training we received through Athena reps, and enjoy the flow of working in the system with ease and fluidity.

Cons

Rarely, the system will not have the correct or specific code or med I am looking for. The database is wide and as a large offering, however, on a rare occasion i have to improvise.

Pros

I absolutely love this app! Its for my family doctor and it has all my appointments, my lab test result's and i can pay any of my copays needed all in this app! I can also send any messages if needed to my doctor as well so its just a super convenient app all around!!!!

Cons

There isnt anything i can think of that is bad about this software

Pros

The ease of functionalities. CSM access.

Cons

Not being able to “copy” reasons for visits from one provider to another.

Pros

Athena saves me so much time in the day to day operations of patient care and office management. So many features have been set up to same time for providers that many of the task are a few clicks! Like prescribing, referrals, encounter plans and faxing directly from the EHR. And so much of the patient check in, appointment reminders, result notification and scheduling is automated which helps as I am one provider practice without staff.

Cons

I wish there were more areas of customization to allow for more unique practice set ups as my practice is boutique. There are tons of areas where you can customize but some of the patient facing messaging is hard coded and I would like to see those areas gain more options for customization. Additionally, I would like better communication and prioritization transparency about fixing coding bugs that impact Athena's capabilities.

Alternatives Considered

Reasons for Choosing athenaOne

Switched From

Reasons for Switching to athenaOne

Pros

It is user friendly. I like that it alerts you when patients information needs to be updated.

Cons

It is not easy to update patient insurance information.

Pros

AthenaOne is the premier platform for community health resources in my city. I have found it to be a great tool in communicating seamlessly with my providers.

Cons

I feel as if they have really cornered the market in the community health field, at least in my geographical area. I do not necessarily view this as a bad thing, but it is worth noting that this is hands-down the most popular software in the Pacific Northwest.

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.

Pros

Athena was aesthetically pleasing. I did not struggle with learning how to use it.

Cons

This was not very user friendly at the time. It also was not very patient friendly for logging in/out of the portal.

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.

Pros

Easy to manage patient information and user friendly for teleheath appointments

Cons

It does not work properly sometimes (15%) with Safary/IOS users and there seems to be no answer from 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

Reasons for Choosing athenaOne

Reasons for Switching to athenaOne

Pros

Athena has a true "Skin in the game" model, their performance impacts their payment. Negligible start-up costs with great first year and on-going support as well as employees who engage with us to help us succeed and grow.

Cons

We've had to engage with third party vendors for some services we feel Athena should be able to provide. That added cost is not optimal.

Pros

Accessibility and user friendly options for all users

Cons

Development roadmaps/releases were a little slow but glad they have picked up significantly

Pros

I like the ease of viewing my medical records past and present hassle free as well as being able to manage any scheduled appointments

Cons

I didnt like the the way it was all set up when i first used it i cant say anything about now present time considering i havent used it in a long while back then it was hard to find my way around for certian things but not to bad at all

Pros

Ease of use, there are many capabilities for customizing based on my practice's needs.

Cons

n/a. There has not been any issues that I can mention for this question.

Pros

The ease of everything being inside the patient chart.

Cons

I know this is an option, but we have not opted to use it as an add on, but having to re-do medical billing work that Athena One's team has done incorrectly per our state governance.