We have been with Athena since October 2013, up until the past few months their service has been pedestrianWe are not a large practice and their inability to accommodate our requests for help has been off-puttingRecently we found an extremely large discrepancy between what Athena said we collected and what was actually deposited into our accountWe contacted our account manager who did not know how to run the proper reports to show the itemized collection vs the depositHe said he was going to forward it along to another part of Athena's team for further evaluationTwo weeks have passed and apparently we have a new account manager and still no report or resolutionNo one from Athena has reached out to us to explain why the reports can't be run, no one has called or emailed to introduce themselves as our new account manager, no one has given us any hope that the problem will be resolved soonAthena HAS however continued to bill us, in full, for their servicesAthena's billing process is to take a percentage of collections, which means we paid a percentage on money that was never deposited into our accountWe have dealt with Athena's constant new updates and the "outage" that cost us revenue and the ability to effectively help our patients in a timely fashion, but their lack of response an follow up to a very large financial discrepancy is disturbing
AthenaHealth has the absolute worst customer service, their representatives don't return emails or phone calls, and don't even try to phone someone in the company, the phone numbers of key employees must be top secret classified
If there was an option for a negative stars, I would submit that The offshore staff has no clue on how to follon claims and to meet productivity, they either copy and paste notes from the time before, or they just resubmit a claim unnecessarily We have submitted remittance advice's and copies of checks that came to us during the transition to Athena numerous times to be posted, but they are still sitting out there, unposted and the offshore reps just keep resubmitting claims that have already been paidIn addition, when we resubmit claims to certain payers, they are held hostage by "the system" for anywhere from days to days so the CBO can review to see if they are correct I can tell you, the notes that end up on these claims are not even close to what the re submission is about and the claims are held up again and againAfter being on this system for a mere weeks and spending hours on the phone with customer service, and several phone calls with our Athena rep, I have recommended to our Practice Manager to ditch this system, even though this practice only went live with Athena in August Oh, and let's not forget the insurance balances transferred to a patient balance because follwas not adequate and some Athena rep decided it was easier to do that than deal with the denial It's impossible to keep up with the antics of Athena staff and have quick, solid revenue flow into your practiceBy the way, if you are thinking of going with this company, be advised that any payments to your practice for your physician's hard work, go to and through the Athena bank account before you see a dime of it
They are just awful Your practice needs to have an in house biller as well as Athena.They do NOTHING for you The office has to do 99% of the work And, if you have a patient say who is on [redacted] and they give you the [redacted] card, and when you try to enter the claim into Athena, it comes back as incomplete insurance package You have to find out what their secondary insurance is Say it's [redacted] (a great ins btw) Until you get the correct policy # from the patient, Athena will not even send the claim to [redacted] If you could just send the claim to [redacted] 99% of the time [redacted] will cross it over to the secondary insurance automatically Athena slows down your cash flow They do not care about the provider at all If you have a question about why a patient got a statement or whatever, you get transferred from department to department What a nightmare is was working with themUgh [redacted] *
Athenahealth's onboarding team failed to set up insurance companies in their system in a timely fashion.. My contract was for 3 months of free EMR usage and although claims were paid Athenahealth failed to post these claims--citing a variety of reasons but not making these holds known to me. My free period is over and now those claims are populating a system asking me for information so they can be posted. Since the claims are being posted after the 3 months, Athena will be collecting a percentage of all those claims even though the money was earned in the first three months. My complaints to my 'success' team are unanswered and I am just told this is their way of doing business. We have a second major issue in that the data was from our previous EMR was promised to be uploaded to Athena within 6-8 weeks of our go-live date. We still do not have our data (t has been 4 months), and again my contact at Athena has not provided any resolution to this issue either.
We have been with Athena since October 2013, up until the past few months their service has been pedestrianWe are not a large practice and their inability to accommodate our requests for help has been off-puttingRecently we found an extremely large discrepancy between what Athena said we collected and what was actually deposited into our accountWe contacted our account manager who did not know how to run the proper reports to show the itemized collection vs the depositHe said he was going to forward it along to another part of Athena's team for further evaluationTwo weeks have passed and apparently we have a new account manager and still no report or resolutionNo one from Athena has reached out to us to explain why the reports can't be run, no one has called or emailed to introduce themselves as our new account manager, no one has given us any hope that the problem will be resolved soonAthena HAS however continued to bill us, in full, for their servicesAthena's billing process is to take a percentage of collections, which means we paid a percentage on money that was never deposited into our accountWe have dealt with Athena's constant new updates and the "outage" that cost us revenue and the ability to effectively help our patients in a timely fashion, but their lack of response an follow up to a very large financial discrepancy is disturbing
AthenaHealth has the absolute worst customer service, their representatives don't return emails or phone calls, and don't even try to phone someone in the company, the phone numbers of key employees must be top secret classified
If there was an option for a negative stars, I would submit that The offshore staff has no clue on how to follon claims and to meet productivity, they either copy and paste notes from the time before, or they just resubmit a claim unnecessarily We have submitted remittance advice's and copies of checks that came to us during the transition to Athena numerous times to be posted, but they are still sitting out there, unposted and the offshore reps just keep resubmitting claims that have already been paidIn addition, when we resubmit claims to certain payers, they are held hostage by "the system" for anywhere from days to days so the CBO can review to see if they are correct I can tell you, the notes that end up on these claims are not even close to what the re submission is about and the claims are held up again and againAfter being on this system for a mere weeks and spending hours on the phone with customer service, and several phone calls with our Athena rep, I have recommended to our Practice Manager to ditch this system, even though this practice only went live with Athena in August Oh, and let's not forget the insurance balances transferred to a patient balance because follwas not adequate and some Athena rep decided it was easier to do that than deal with the denial It's impossible to keep up with the antics of Athena staff and have quick, solid revenue flow into your practiceBy the way, if you are thinking of going with this company, be advised that any payments to your practice for your physician's hard work, go to and through the Athena bank account before you see a dime of it
They are just awful Your practice needs to have an in house biller as well as Athena.They do NOTHING for you The office has to do 99% of the work And, if you have a patient say who is on [redacted] and they give you the [redacted] card, and when you try to enter the claim into Athena, it comes back as incomplete insurance package You have to find out what their secondary insurance is Say it's [redacted] (a great ins btw) Until you get the correct policy # from the patient, Athena will not even send the claim to [redacted] If you could just send the claim to [redacted] 99% of the time [redacted] will cross it over to the secondary insurance automatically Athena slows down your cash flow They do not care about the provider at all If you have a question about why a patient got a statement or whatever, you get transferred from department to department What a nightmare is was working with themUgh [redacted] *
Athenahealth's onboarding team failed to set up insurance companies in their system in a timely fashion.. My contract was for 3 months of free EMR usage and although claims were paid Athenahealth failed to post these claims--citing a variety of reasons but not making these holds known to me. My free period is over and now those claims are populating a system asking me for information so they can be posted. Since the claims are being posted after the 3 months, Athena will be collecting a percentage of all those claims even though the money was earned in the first three months. My complaints to my 'success' team are unanswered and I am just told this is their way of doing business. We have a second major issue in that the data was from our previous EMR was promised to be uploaded to Athena within 6-8 weeks of our go-live date. We still do not have our data (t has been 4 months), and again my contact at Athena has not provided any resolution to this issue either.