Contact athenahealth

 

If you experience performance or service disruptions in athenaOne, check the public athenahealth status page (status.athenahealth.com) before you call the CSC. On the status page, you can see whether your database is experiencing a known issue and find out when the issue is resolved. The athenahealth status page is a public site, so you can access the page even if you cannot access athenaOne (you do not need to log in to view the status page). For more information, see Status Page on the Success Community.

Note: If you are experiencing a problem that is not reported on the status page, contact the CSC by selecting Support > Create Case or Call in the Main Menu.

 

 

You can contact the CSC by selecting Support > Create Case or Call in the Main Menu. It takes just a couple of clicks to create a case, live-chat with a CSC agent, or speak to a CSC agent on the phone.

Note: The Chat Online feature is available from 8:00 a.m. to 6:00 p.m. EST.

 

To contact the CSC through the Success Community, visit the Success Community home page. In the Support Cases section, click Contact Client Support Center. From here, you can submit a case through the Guided Support Experience. For more details on this workflow, including detailed steps and images, see the release note.

 

You can manage your case and find resources on the Manage Cases page.

 

Some types of support cases are best handled online; other cases that require troubleshooting or training are better suited for live phone support.

Note: Depending on the assistance you need, you may be able to select only Create Online Case or only Call us on the support page. The Chat Online option does not appear for all case categories.

 

These issues are best addressed via a phone call (or live chat) with a CSC agent.

• Urgent issues that need immediate attention.
• Technical issues that require advanced troubleshooting.
• Help with running reports.

Issues that require more research or follow-up are best resolved via a support case.

• Non-urgent issues.
• Issues or requests where athenahealth needs to act on your behalf, for example, incorrect posting, fee/allowable schedule uploads, Surescripts enrollment, changes to athenaOne settings.

The CSC operating hours are Monday – Friday, 7:30 a.m. – 9:00 p.m. ET, with 24/7 emergency support.

To locate your practice ID

Click your username in the upper right corner of the Main Menu, to the right of the search tool. The name of your practice (and the practice ID number) appears under the PRACTICE heading.

To locate your department of login

Your department of login appears in the Department menu, in the bottom right corner of your screen. To switch your department of login, click the Department menu arrow and select a new department.

 

You can also click your username in the upper right corner of the Main Menu. The name of the current department appears under the DEPARTMENT heading.
(If authorized, you can click Switch Practice to switch the practice or select a new department.)

 

 

Following your onboarding to athenaOne, we assign a Customer Success Manager (CSM) to your practice. Your Customer Success Manager is your advocate and voice within athenahealth, and helps keep you informed when an industry change affects you directly.

 

Your Customer Success Manager works with you to

• Track your practice performance.
• Set up a correspondence schedule that works for you.
• Assist you as you make strategic decisions for your practice.

Your CSM is your point of contact for contract invoices, renewals, and any type of additional services offered by athenahealth.

 

 

 

 

 

 

 

athenahealth conducts two client satisfaction surveys: one survey for buyers and the other survey for end users.

• Buyers survey — Twice per calendar year, buyers of athenahealth services receive an email from the Senior Vice President of Customer Success asking them to rate, on a scale from 0-10, their likelihood of recommending athenahealth to a trusted friend or colleague.
• End users survey — Once per calendar year, end users of athenahealth services receive a prompt upon login to athenaOne asking them to rate, on a scale from 0-10, their likelihood of recommending athenahealth to a trusted friend or colleague.

athenahealth uses data from both satisfaction surveys to gauge how we are performing and to plan our future efforts. Your feedback matters to us, and it is important that we hear from you through this channel.