Unable to reach my portal. No way to get my user name. Supposedly email sent but not received. Tried several times. No phone support.

**Extremely Disappointed -- AthenaHealth Took My Deposit Even Though They Could Not Deliver What Was Promised** I have been in practice for 29 years and have worked with over 60,000 patients and clients. I do not write reviews like this lightly, but my experience with AthenaHealth has been one of the worst experiences I have ever had with a company. My team and I were outgrowing our current software, so I spoke with AthenaHealth's sales representative, Henry Schupp. I explained in detail exactly what our practice needed from a new software system. Henry repeatedly assured me that AthenaHealth could meet those needs -- either directly through Athena or through one of their third-party partners. Based on those assurances, my team and I were excited to move forward. I paid the required deposit of **$3,675.00** because I believed AthenaHealth could do what I had been told it could do. Then onboarding began. We worked with Diann Gilbert, who was fun, informative, professional--not being sarcastic--she was really great! The problem was that during onboarding, Diann kept explaining that AthenaHealth could **not** do several of the things that Henry had specifically been told it could do. After several weeks of back-and-forth, the issue became so obvious that during our final onboarding appointment, Diann actually asked us, **"Why are you using AthenaHealth?"** My office manager's response was, **"I don't know."** At that point, it was clear to everyone involved that AthenaHealth was not the right fit and could not deliver what we had been promised so i requested the return of my $3,675 deposit. That is when Stephanie Kammerer, Henry's manager, became involved. Unfortunately, Stephanie and AthenaHealth's finance team refused to return my **$3,675.00 deposit**, even though the company could not provide the solution we were sold. That is the part I find completely unacceptable and in truth absolutely disgusting! AthenaHealth accepted my money based on representations made during the sales process. Then, once onboarding revealed that AthenaHealth could not actually do what we needed, they still kept the deposit. To make the situation even more disappointing, Stephanie Kammerer did not personally respond to my concerns in a meaningful way--she used AI. She forgot to remove the AI prompt so the beginning of my email read: "Here's a version that maintains a professional tone, reinforces the contractual position, and addresses the threat without escalating it." (see attached photo's below) That made the entire situation feel even more impersonal and dismissive. After taking my deposit and refusing to return it, AthenaHealth could not even take the time to respond to me in a thoughtful, human way. Now in truth my gut tells me that Henry and Stephanie are not bad people they just work for a really, really, really, really, really bad company. This company sold us on a system that could not do what we were told it could do, took a **$3,675.00 deposit**, and then refused to return that money after the truth came out during onboarding. So please do yourself a big favor and run, run, run, run (don't walk) away from AthenaHealt! After 29 years in practice, I have never had an experience like this with another software company. My recommendation is simple: stay far away from AthenaHealth. This experience was frustrating, disappointing, expensive, and, in my opinion, completely unacceptable. read more

I've tried to be patient, but my doctor's portal is inexcusably frustrating. I've been a web developer, so I know what can & should be done. I wondered if I was being over-critical, so I looked on Google: "You said: athenahealth portal is garbage. AI said "You are far from alone in this. Widespread user reviews--from patients and clinical staff alike--frequently criticize the Athena Healthcare, Inc. Reviews on Trustpilot and the ATHENAHEALTH Reviews on Yelp for glitchy interfaces, broken login loops, and frustrating automated support.Navigating the platform's clunky design and technical limitations can be incredibly frustrating. Consider these practical workarounds to manage your healthcare needs and bypass the portal:Bypass Login Loops: If the web portal is freezing or giving you an "email not in database" error, try clearing your browser's cache, use an incognito window, or use a different web browser like Chrome, Edge, or Firefox. (A comprehensive list of supported web browsers is detailed in the Patient Portal Frequently Asked Questions - Athenahealth).Contact the Front Desk Directly: Because AthenaHealth is an enterprise software provider, their direct support is geared toward clinic administrators rather than patients. If you are locked out of your medical records or need an urgent prescription refill, call your local doctor's office directly and ask them to manually push a document or reset your registration link on their end.Avoid the Online Check-In Forms: Many users report receiving automated text/email links from the system that glitch when trying to submit paperwork online. If the system is unresponsive, you can usually just ignore the digital link and ask to fill out the paperwork in the waiting room when you arrive." There is a link to give feedback on the site. When I clicked on it, it said the service was not being offered at this time. I can see why! read more

Total nightmare. my practice used them for 13 years, I didn't realize that they were raising my rate every year, I was paying way more then a brand new user. They promised me a rate reduction, then cancelled my contract and charged me $6000 for three months AFTER we stopped using them. they are scammers. Also, I used one of the recommended vendors, the vendor charged me tens of thousands of dollars and never provided the servic, now I have to sue them. read more

I'm pretty sure Athena (or the private equity company that owns them) is sharing patient data with third parties. I've gotten persistent calls from various scam companies (such as "remote patient management" schemes), including a busy call center in India that used the caller ID of my doctor's office. They claimed to represent my doctor, but got the name wrong. Normally I don't answer unknown callers, but since they used a number in my contacts list, I answered. Unfortunately, most doctor's offices are using "patient portals" like this one now, and therefore our medical history, contact info, and other information is getting sold to sketchy companies. This never used to happen when doctors kept physical records in their offices. Not to mention that their web portal itself is (like someone else said) like something out of the 1990s. read more

This has to be the worst organization to deal with. Conviva utilizes this system and they need to change to something better. Website is fine, but app is straight out of the 90s and operates like it. While records seem comprehensive online, sending a correction message or question gets a canned "we'll reply in 2 days" response. No, you won't. I've been going on 2 weeks awaiting a reply to a possible drug interaction query. Finally had to go to a pharmacist who gave me the answer immediately. I later find out my doctor has received none of these messages. Are they being dumped in the proverbial internet trash bin? I have no sent 3 messages and have gotten 0 responses. I plan to send another message that merely states, "Is anybody reviewing these?". If you doctor or clinic uses this group, let them know how bad they are! read more

Doctors! Please use something like my chart instead of this company. This company is absolute trash. The portal is nearly non functional. There is a steep learning curve to using the portal and it isn't helpful. It only gives you the most basic information from your appointment which you don't need. There is no way to update your information, edit medications, conditions, or allergies. read more

Prior to these people coming into towan and gobbling everything available we used to have great easy to access ,any doubt, question appointment, log in, etc, Now...not so, things are a mess difficult to log in (end up in a reset loop), keep asking or telling you to make a new appointment when you have already an appointment, etc etc etc. It is disliked by doctors, nurses and patients. read more

Cannot get into my account I have spoken with my success manager and she has not been able to help me I have spoken w csc and they have not helped me I cannot continue like this and I need help signing in to my account Practice ID is 3094 Greater Boston Medical Associates read more

I have been on hold with customer service for 55 minutes, despite claims on the website that it takes just 2 minutes to speak with support. It is 1:30pm on a Wednesday, so not exactly peak phone hours. There is no chat option on the website portal, despite claims of 24 hour chat support, again, on the main page of their website. No email support, either. At this point, I'm pretty sure Athena is just uninterested in hiring staff to ensure customers are taken care of, and there *are* no support options. Just the vaneer of respectability over a hollow machine. I have no patience for cut corners in healthcare, and will take my business elsewhere. read more

These people deserve to rot in a pit of garbage. Seriously! What vile scum. I despise them and wish them nothing but the worst.

Unable to pay my bill for CVS Minute Clinic vaccines. Can't log in because I can't create an account. Can't receive code via texts nor calls. Can get them from CVS, but that doesn't help with Athena. Cannot get online chat to pick up. Cannot reach them in any way shape or form. Are they just gangsters posing as health billing? Zero stars. Thanks for wasting my time, guys. read more

ZERO STARS. To say that this software is ONE ENORMOUS HIPAA VIOLATION is an understatement. Athena Health does not stand by their software, or admit or correct their mistakes. Sensitive medical information is shared with the wrong patient, and Athena Health refuses to fix their errors (plural), or even try to assist. This is a serious issue, for doctors and patients alike. Do not, under any circumstance, use the Athena Health software. read more

HORRIBLE service, HORRIBLE customer service, NON-RESPONSIVE, NON-OPERATIONAL, REFUSES TO ACCEPT FEEDBACK, CANNOT EVER REACH A PERSON. I am so frustrated by this company. My doctor used this company for their health care portal. Half the time I try to log in the portal isn't working. When I'm able to login - information is inaccurate or incomplete. For example, a week ago at my doctor's office I paid my balance in full. Today I was told the portal shows I owe three co-pays from unspecified visits, I cannot pay on the portal, and the portal won't show me when the charges were incurred. I have needed two telehealth visits in the past two weeks and the portal would not work, so I couldn't not have my appointment. No one in the office knows why the portal won't work, they cannot fix it, and they apparently don't know who to call to fix it. This has happened multiple times in the past. I cannot talk to anyone at Athena -- when I ask to speak to a representative the call disconnects. There is no phone number, email address or other means of contacting the company to ask questions or lodge a complaint. The phone system askes for a case number or an extension, and if you have neither it eventually hangs up on you. I tried to complain to the Better Business Bureau, but I cannot because the company is not accredited by the BBB -- way to avoid accountability. FINALLY -- this health care portal does not/cannot talk to portals used by my other doctors, so it actively hinders effective communication and coordination between and among my health care providers. DO NOT use this company's services or products if you can help it. If you are a health care provider, find a better option -- THIS COMPANY WILL GIVE YOUR MEDICAL PRACTICE A BAD NAME. read more

An exercise in redundancy. I spend 20 minutes answering the same questions each time I make an appointment. It has no learning skills.

Beware: Athena Will Put You Out of Business. I want to be honest with all potential clients. This review is not one star. It is zero. I changed from Curemd to Athena because they made claims that they could increase my income as a solo medical practitioner. 3 months after changing over to Athena, our income was slipping. By 4-5 months we were having trouble meeting payroll. Six months in it was clear we may be going out of business after 26 years. I took no salary for 7 months, worked 24/7 and finally was given the advice that the only way to save the company was to go back on Curemd which we did. Six months later we are back on our feet. Over $600,000 in collections remains missing. Athena barely worked claims. Their customer service barely speaks our language and is of no help. The "Customer Success" manager seemed to be hell bent in putting us out of business. When I finally got our case escalated to the VP of Sales, he only made it worse and was actually agressie toward us. Curemd is honest, reliable, and goes to the wall with each and every claim. You can always reach someone who knows what they're doing. Do not get involve with this company. They were sued for millions by a hospital for fraud. They were bought by Bain Capital 10 years ago and they probably gutted whatever value there was. Date of experience: January 15, 2025 Beware: Athena Will Put You Out of Business. I want to be honest with all potential clients. This review is not one star. It is zero. I changed from Curemd to Athena because they made claims that they could increase my income as a solo medical practitioner. 3 months after changing over to Athena, our income was slipping. By 4-5 months we were having trouble meeting payroll. Six months in it was clear we may be going out of business after 26 years. I took no salary for 7 months, worked 24/7 and finally was given the advice that the only way to save the company was to go back on Curemd which we did. Six months later we are back on our feet. Over $600,000 in collections remains missing. Athena barely worked claims. Their customer service barely speaks our language and is of no help. The "Customer Success" manager seemed to be hell bent in putting us out of business. When I finally got our case escalated to the VP of Sales, he only made it worse and was actually agressie toward us. Curemd is honest, reliable, and goes to the wall with each and every claim. You can always reach someone who knows what they're doing. Do not get involve with this company. They were sued for millions by a hospital for fraud. They were bought by Bain Capital 10 years ago and they probably gutted whatever value there was. Date of experience: January 15, 2025 read more

If I could give Athena 0 stars I would. In 20 years of healthcare revenue cycle management they are without a doubt the worst system I have ever worked with. Their reps know absolutely NOTHING about billing and coding. They obviously have zero knowledge about the individual plans in each state. The do "work" on the backend that is inappropriate and unnecessary. Their agents (all in India, by the way), speak poor English, are rude, and unhelpful. They lose money constantly. Literally...will cash checks, and put the money in the wrong lockbox, at a different practice in a different state! Their site is garbage and glitches constantly. The "help" section is terrible. They create MORE work for my team and I. They have lost our practice money. They just randomly send notes and do appeals whenever they feel like it. Their management is frustrating, it's difficult to get them to understand you. They like to place blame back on the practice and say "our agents were just doing what the EOB said!" No, the EOBs are NOT telling you to send endless notes (that they do not review anyway), they are asking for preauthorizations as obvious by the step by step instructions. Don't ever give Athena your money. They will give you bad service, and then raise their rates year after year. Private equity has destroyed yet another company. read more

This patient portal is the worst I've ever experienced. Notifications via email from the doctor never occur. They have a limit of words, but if you send a long message but still within the given number of letters, etc., it won't accept the message. So I end up writing out what I want to say in a long message, but do it in 3 separate messages. They log you off way too quickly. And it does other things similar to signing you out too quickly. It is often a real ordeal to try and do what I am trying to do. It is definitely the worst patient portal I have ever had to deal with. I am on and have been on many different patient portals, and not one of them comes anywhere close to being as horrible as Athena Health. A.H. is in a league of it's own when it comes to patient portals. It needs to be called something else other than "patient portal". Perhaps "Utter Patient Mayhem" would be a better thing to call it. read more

Beware--this portal scrapes and displays incorrect information! My eye doctor's practice began using Athena Health and when I reviewed my medical history in it, I was horrified to find that not only had it somehow scraped every drug I'd ever been prescribed from different providers (none of which I had entered into the system, and none of which had anything to do with my eyes) but much worse, it had assigned made up diagnoses to these drugs. I take almost no medications but the Athena portal found a prescription for Valium that the dentist gave me because I hate having dental work done and the portal said I suffered from anxiety; I take a drug to reduce night sweats and Athena found this and assigned a diagnosis of chronic pain and fibromyalgia!!!! Like WTF! I don't have either of these things (or anxiety). I called the practice and asked that they delete me from the portal immediately. If you value whatever privacy you have left, do not use this portal. read more

Re: Athena Patient Portal Support for portal.athenahealth.com is seriously subpar in my opinion. On June 11, 2020 I called the Athena support number (800-981-5084) to get some basic questions answered about the portal.athenahealth.com. The rep said, "We can't provide support to patients. You must call the doctor's office. The doctor's office provides the support for our software. The doctor's office then should call us." I called the doctor's office. The receptionist said, "I don't know anything about that." Several of my physicians offices now use this software. They seem unaware that they are required to do software support. If you license Athena Health you are signing up to support their software. In my opinion, this is a bizarre situation. You are warned. read more

I have two different groups of doctors who both, UNFORTUNATELY, have AthenaHealth patient portals. Any IT/Webmaster contact/help is hidden behind a green curtain of secrecy. I have had nothing but trouble with both portals. - When I'm able to set a new password, it's not accepted 2 days later. - When I'm not able to log in and am told an email is being sent (to the same email address they're using for messages to me!), it's not received. - It took them ~3 months to get my new PCP included in their automated phone menu. Groups of doctors must love athenahealth; from the point of view of a user, they have the poorest IT/Webmaster contact/help I've ever encountered in many years of heavy computer use - at home and at work. As a Hewlett-Packard retiree their lack of concern about the users of their mediocre websites is appalling. read more

Can't access my medical record. Can't change the password. Can't get customer support for these issues.

I started receiving emails for one of Athena's patients that has healthy information in it. There is no way for me to ask to stop receiving these emails without the login information, which I do not have. I called Athena to ask for them to stop sending these emails and it didn't stop. I called back again and a guy named Ulysses said I had to call the practice to get that stopped. I said I don't know who that is and he just told me that is the only thing to do. I told him that the latest email said these are important instructions from the recent doctor visit. He said that is all he could do. He gave me a case ID 9504206 which doesn't help. I feel bad for the patient on their system that isn't getting their important medical instructions. read more

As a physician using AthenaHealth I would give it a zero if possible. If any practice is thinking of using their system for billing, then RUN AWAY. Their customer service is absolutely horrible. You are assigned a Clinical Support Manager or CSM, and I swear the person has to be an idiot that could not get a job anywhere else. Every single concern is met with resistance and takes months and months to fix. They over charge for their services and vastly underperform. Our group finally moved on to a new system and it has been such a better experience. I would never recommend AthenaHealth to a health care provider and strongly encourage anyone thinking about them to use someone else, anyone else. It couldn't be any worse. read more

First time using this with a new Dr. I logged in, used the code sent to my phone, my contact information was mixed with another patients medical records and identification information. Talk about lack of security. That is not acceptable. I never agreed to have my information pre-entered into this system nor did this woman expect that some stranger would be able to review the last 5 years of her medical records and PERSONAL information. read more

If I could give this company a zero I would. They do not know how to bill. There customer service is terrible and they rip doctors off. Do not use them. They are not a good company. Doctors do NOT get paid. read more

As the Billing Manager for a nine physician medical group, I would highly recommend to other physicians, or physician's groups to stay as far away as you possibly can from this company. By signing a contract with them, rest assured you will never have to be without coders and billing specialists, even though part of Athena's marketing ploy is to make you think you will not need them. The CBO is offshore, clearly manned with people who do not understand the intricacies of American insurance companies and how to get a claim paid. The posting team (wherever they might be located) is severely lacking in their understanding of remittance advice's and will write off services that should have been paid. Be prepared to run multiple reports and have a staff of several who know what to do in case one of the Athena employees writes off your account because it is quicker than actually pursuing your revenue. Also, be prepared to do their work for them by giving them the same information over and over and over again. Athena gets paid even if you, the physician does not. In the contract, you will find Athena takes their cut off the top and you get your revenue last. In addition, you are required to give them access to your bank account so they can make their monthly withdrawals on any revenue you had for the month. You might have claims outstanding for months and Athena will tell you they have "exhausted" all of their options. When in fact, the options for appeals and claim reprocessing have not been "exhausted". Athena CBO doesn't have a clue on how to handle denials appropriately, nor do they care as they are still getting paid as Athena employees. By writing off your claims, your revenue, they are getting the item off of their work list and meeting their productivity. But....you are still not getting paid. You will need a staff of people to follow-up on every action the Athena CBO takes, or doesn't take, on your claims. If I would have been working for my physicians when this company was being reviewed last year, I would have advised them to run. If they would have still gone with it, I would have likely quit due to the set-up with the CBO and posting teams. But above all else, no practice should ever give another company, nor be required to give another company, access to the practice's bank account. Even the faxes coming into your office will be intercepted by Athena. I was floored when I found out about this one. Regardless of what the Athena sales people tell you, please do not believe them. It only took six months from time of go-live in August 2017, for this practice to be in a very, very deep financial mess because Athena's lies were believed. I began my employment with this practice in February 2018 as a part time position of 20 hours a week. What started out as a problem with one insurance payer and some other minor account clean-up, has turned into an audit of the entire practice and every insurance company we contract with every patient and a review of every single date of service. I now work an average of 35 hours per week after being bumped to 30 hours a week within three weeks of hire. The issues I have found stemming from Athena are mind-boggling, including patients being sent to collections because an Athena employee decided to transfer the non-paid insurance balance to the patient, when the claim clearly should have been paid. We have worked on major issues with only three of our many insurance carriers we contract with and resolved them ourselves. We have many, many other things to go through and it will take at least until the end of the year to resolve as much as we possibly can. The very sad part of this is the physicians will end up loosing some money they really should not have to lose because the claims were mishandled and we have run out of time for denials appeals or timely filing. Bottom line is this: If you care about the financial integrity of your practice, do not, I repeat....do not, sign up with Athena. And, by the way, if you read the history on the company, below the reviews here on Yelp, you will see that the (former) CEO, Jonathan Bush, had another company where there were problems with reimbursement. Clearly, this is a trend. Also, Jonathan Bush is no longer the CEO. He was ousted from his position earlier this month (June 2018). read more

This company functions as a collection agency. It has harrassed me with evening robo-calls and emails for payment of a $22 invoice that had been paid three days after rendered, and had already cleared the bank. They blame the doctors' practice, the practice blames them. One more call or email and I'm registering a complaint with the BBB! read more