Review Time
Transparency & Truthfulness Matters!
Especially if you are trying to procure new clients for a high-priced system.
I approached Athenahealth EHR for a Demo, following which I received a call from a company intake person that took all the info re: our practice, our requirements etc. over almost 30 min on the phone. I was led to believe that the next email I would get would be to schedule the demo.
Following the initial detailed intake phone call, I received an email asking me to schedule another meeting with "senior sales analyst" to "Discuss your practice – what’s going well, where there are challenges, what goals you have for the practice/Review athena’s unique partnership model/Discuss and establish next steps"
I courteously declined the meeting in reply to email courteously and very clearly explaining the reason for my refusal and my expectation: I had already discussed my needs and my practice specifics and so it would simply be a waste of my time providing the same information all over again not to mention duplication of information and requested a live demo instead where I could actually see the functionality of the system. This is the industry standard for most EHR companies I have contacted------an initial intake phone followed by a demo setup.
2 days after I declined the follow-up phone call I get a call in the morning, in the middle of a patient session from their company representative assuring me that they could schedule a demo meeting that afternoon along with the pricing modules made available at the same time if I was agreeable. I scheduled the meeting based on this reassurance.
Come the time for the meeting, first off, the salesperson tells me that he's "not able to hear me!!!", in spite of the system and browser showing repeatedly that the microphone was working just fine." Let's just a few things discuss over the phone and then I can show you the practical side of it on the desktop. We probably won't need the voice function so much for the demo!!!", he says. And guess what? The guy just had me elaborate and repeat all the intake info over the next 45 minutes. THERE WAS NO DEMO. THERE WAS NO DISCUSSION/EXPLANATION OF ANY PRICE MODULES. And when I asked re: moving on to the demo, here is his answer: "Oh, looks like we have already used up almost an hour, so there's really no time left for the demo!! And any way this was a meeting more to know about your practice. I'm going to email you some demo videos so you can review them at your convenience!!"
Really? You wasted an hour of my time, lying to me and leading me on to attend this "DEMO" meeting, just to tell me that you were chatting with me and that I could review your emailed "demo videos?" (half of which I probably wouldn't even understand without an in-person explanation of the different functionalities). No wonder, you couldn't "hear me."
And then to top it off, he tells me that I would need to share my practice financials in order for them to give me "the most accurate, practice specific quote", and "we can definitely schedule another meeting to go over that". Seriously???!!!
So, NO DEMO & NO PRICING MODULES!!!! Just lies and waste of time.
So, AthenaHealth, let me tell you how to impress and procure new clients: You impress and procure new clients by NOT LYING TO THEM, by respecting their time constraints, by honoring your word and by NOT LEADING THEM ON. You do not get new clients by the shabby and deplorable behavior your employees demonstrated. This is the worst customer service that I've had the misfortune to come across. Lying and tricking your prospective clients may work in the short run to get them in to your "meetings" but that is no way to create a good impression. Your company may be "the most used EHR company" but it is the worst in customer service.
I would neither recommend you nor your services to any of my colleagues.
Extremely, extremely angry and never-to-be-a-client,
Rita U. Goradia, MD.
Awful. They do not follow up on claims and put claims on hold. The worst thing is that they do not forward correspondence to you from CBE from Medicare trying to recover overcharges. As a result, I did not know what was going on and suddenly got hit with a $6,000 bill from the Treasury Department. This happened twice to me. The CBE people told me that it happens often with Athenahealth.DO NOT USE THIS COMPANY!! YOU WILL LOSE THOUSANDS OF DOLLARS !!!
Completely worthless. Worse than not having an online portal at all. I scheduled an appointment and never got a response. I got a notification that I had a message in my account, but logging in I see no message. I messaged again to say this and got no response. This was 1.5 months ago. I guess I have to call my doctor's office to make the appointment, which I would have just done in the first place if the portal was not deceptive.
2 hour wait for a first appointment.....pre appointment paperwork and legalese out the yazoo...never saw ANYTHING LIKE IT..Poor scheduling, They will remind you 5 times to appear and then have you wait...they threaten charges...awful company..called the director-no response
I signed with @athenahealth in July 2024 after months of demos and referrals. We went live November 19th. Since then, my clinic has endured one of the most disruptive, financially damaging, and exhausting experiences of my career.Claim Failures:No claims sent for the first 6+ weeks due to providers not configured to sign notes.Lab billing delayed more than 10 weeks; even now Athena forces a modifier that causes denials.DME billing delayed 16+ weeks; workflow still broken.Prior authorizations not stored — every claim must be corrected manually.Chiropractic Medicare claims require manual entry of initial treatment date on every visit.Even today, 5 payers’ claims still cannot be sent.False Promises:Sales claimed all lab integrations → only LabCorp, and delayed.Claimed chiropractic macros → none exist.Claimed care plan countdowns → don’t exist.Claimed supplement/product sales with tax → only possible by billing fake insurance claims ($6–$7 fee each).Patient Harm:Patients charged random amounts due to faulty care plan setups.Incorrect statements mailed, emailed, and texted.Lost patients due to destroyed trust.Others constantly complain about redundant reminders.Operational & Financial Chaos:Fee schedule uploaded 3 times, leaving erroneous codes.Sales tax calculated by hand.Nearly 100 support cases opened, with hours on calls and little resolution.Timely filing denials piling up because Athena delays triggered deadlines before claims were even sent.$15,000 paid for an AI workaround just to survive.Athena now demands $1,000–$3,000/month for API access to my own data.Recordings: Athena refuses to release sales/onboarding recordings they promised were kept “for quality purposes,” likely to avoid proof of misrepresentation.👉 Bottom line: If you are a small or independent practice, do not sign with @athenahealth. The cost — financial, operational, and emotional — is catastrophic.#Healthcare #MedicalPractice #IndependentPractice #EMR #Athenahealth #HealthIT #PracticeManagement #PatientCare
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