Athenahealth Customer Service Issues

Update: Just contacted the number I finally obtained, and it appears to be only for the doctor's offices! There is no number provided for patients to call. This is frustrating. Athena has been the worst experience for me. Why haven't they provided the number to call in my email? Why are they displaying my name? I am feeling frustrated being locked out. I forgot my password and attempted to reset it, but then entered the wrong security answer multiple times. Please assist me. This situation has occurred repeatedly, and even my doctor's office informed me this morning that they are unsure how to help. Today's date is December 16, [redacted], 11:29 am. I am unwell and require access to my records.

I initially assumed the browser was the issue, but after downloading a new one, I am still unable to reset my account with Athena Health. The website login's performance is unacceptable. Ill individuals require simplicity, not complexity, especially without adequate customer service. This marks my second complaint within one week about being locked out due to a forgotten security question. I wish to create a new account promptly. Kindly assist me, today is December 17th, [redacted], 6pm, and I have been unwell since Thursday. Thank you. Email me at [redacted] Regards, Melissa C.

I wanted to warn everyone not to share personal information in this box. Athena Health may publish your name and other identifiable information without permission. This tool is very concerning. For help from Athena Health, you can call 1-[redacted], but please note that their customer service hours are limited. It's frustrating when they follow up via email after a call and don't provide a direct phone number for at least three days. The inconsistency is disappointing.

Please address case number [redacted]8 promptly. Our attempts to obtain the Explanation of Benefits (EOBs) from the Electronic Medical Record (EMR) have been unsuccessful so far. We urgently require all the EOBs. Kindly either download the PDFs and forward them to us or grant us access to the EMR for download. Your cooperation is highly valued and appreciated. Please contact the Doctor at [redacted], [redacted], and/or the Accountant at [redacted] Thank you for your attention to this matter.

I am encountering difficulties logging into my Athena Health account. It seems that my password has expired, and despite attempting to reset it multiple times by answering security questions, I never receive the reset email. My personal email is "[redacted]" and my work email is "[redacted]" I urgently need assistance to regain access to my account. Thank you.

I received a bill for $[redacted].05 and spoke to your billing department multiple times. I was granted a 30-day extension. I have Medicare and a Humana Supplemental plan. My Medicare deductible is slightly over $[redacted]. Despite accidentally paying the bill, my financial adviser advised me against it, stating that Medicare and my supplemental plan should have covered most of it. I recently switched from IU Health to St. Vincent Medical Group Lawrence Immediate Care in Indianapolis, where I was treated by Nurse Practitioner J. Augustine. I had blood work and earwax removal done on two occasions. I'm unable to access my billing records on the Athena Health portal and seek assistance as I've never had to pay such a high balance with my insurance coverage. Thank you.

I am experiencing issues with accessing the patient portal. The physician's office sent me a password reset multiple times, but upon reset, I encounter a security question that is not accepting my correct answer, leading to the account being locked. Despite contacting customer assistance, I have been redirected to the physician's office, which only offers password resets. I am stuck in a frustrating loop with no resolution in sight. My goal is to reset the security question with the correct answer or provide an alternative question to regain access to the patient portal.

Dear Athena Healthcare Team, I am Dr. Easton L., from Manderson Orthopedic Clinic in Washington, D.C. We have been using your services for over two months to submit claims to payers. Despite this, we have not received any payments which has put our practice in a difficult situation. We are unable to pay our staff, face eviction threats from our rental agency, and have not been able to afford malpractice insurance. We have contacted your staff but have not received a satisfactory explanation for the delay. We urge you to expedite the payment process by deducting Athenahealth's fees and sending us the remaining funds. Our practice's survival is at stake, and we have been in operation successfully for over 20 years before partnering with your service. Sincerely, Dr. Easton L.

Our clinic terminated the agreement with Athena on September 1, [redacted]. Despite this, Athena continues to send our patient emails threatening to charge their credit card on file. This persistent behavior is unacceptable and must be stopped immediately. The patient feels harassed as they have been receiving these emails for over six months. Enclosed is the content of the message sent to the patient by Athena, not by KHA. Subject: Balance notification Date: Mon, Mar 14, [redacted], 4:10 AM From: KING HEALTH ASSOCIATES <[redacted]> To: <[redacted]> Agreement ID: [redacted] Patient ID: [redacted] Claim ID: [redacted] Your payment has been scheduled A new balance from Nicole's visit on June 28, [redacted], requires payment of $20.00. We have your credit card on file and have scheduled the payment to be charged on Saturday, 3/19/[redacted], with the card ending in [redacted]. We will provide a receipt once the payment is processed. It's imperative to cease all communication with this patient immediately.

I have attempted 5 times to access the notes from my recent doctor's appointment on 9/15 through the AthenaHealth portal. Despite the clinic's assurance that the notes are in Athena Health, I am unable to locate them. Strangely, I can view the notes from my 8/15 appointment. The clinic's response was unhelpful, indicating, "we are sorry you can't figure it out." Unfortunately, AthenaHealth lacks telephone support. It seems I now need three separate smartphone apps to communicate with the clinic, which do not function on my laptop. I did not anticipate spending hours configuring my phone for medical purposes, especially while preparing for surgery. I encountered various issues, including an unexpected switch to Spanish, a password that initially worked but later locked me out, and difficulty logging in due to an unfamiliar username associated with the clinic instead of my email. I appreciate the support available on this platform.

I have encountered constant issues trying to register with the Village Medical--Athena Health patient portal. Unfortunately, my attempts online, contacting my local doctor's office, and visiting in person have all been unsuccessful. The "Setup" emails never seem to make it to my inbox, while the "Setup" text messages appear after a delay of about 60 minutes. I reached out to [redacted] for assistance, but no one answered. Additionally, calling [redacted], a number typically for doctors, led to a suggestion of a three-way call involving myself, the medical practice, and the Athena portal support team. An error message stating, "You are not configured to use the Patient Portal at this practice," added to the frustration.