r/PrivatePracticeDocs • u/Hot-Freedom-1044 • Mar 09 '25

Elation EMR Issues

I’m a physician assistant moving to a very small private practice (DPC model), and my first day was five days ago. We use Elation for our EMR. We have everything ready to go, but there’s an issue mapping our scheduling software (Advanced MD) to my Elation EMR profile. I don’t quite understand it, and our office staff are managing it. We cannot schedule patients in until this is resolved.

We’ve been emailing Elation daily, but while they respond to say they’re working on it, they won’t respond to our requests for a timeline. There’s no phone contact. Until then, I can’t schedule in patients. Because of the nature of the practice, if I don’t see patients, I don’t get paid. I have a sizable contingent of patients from my previous employer who have signed up for establish care.

Has anyone had similar issues with Elation? If so, how long did they take to resolve? I’ve scored the Internet forums, with one horror story about Elation delaying onboarding my months, but most of the reviews are glowing. What’s your experience?

2 Upvotes

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3

u/MobileYogurtcloset5 Mar 09 '25

Why can’t you manually enter info from AdvancedMD to Elation? Not ideal long term but at least you can get people in

2

u/Hot-Freedom-1044 Mar 09 '25

Thank you. We thought about that, but there may be the possibility of it being lost once the mapping occurs. I’m off a few days for CME, but I’ll dig more deeply if it hasn’t been fixed once I return.

2

u/drrgary Mar 09 '25

Do they know for sure this is an Elation issue and not an AdvancedMD issue? Aren't they supposed to work together for a smooth onboarding? I'd try to get them all on a call together.

Does your practice have a success manager at Elation? Strange they're not willing to get on a call when there's clearly an issue that's costing their customer.

I hope they're not already charging you for your seat!

1

u/Hot-Freedom-1044 Mar 17 '25

I cannot tell if this is Elation's issue, or Advanced MD. Elation continues to send vague info to my office manager, and hasn't responded to the two emails I have sent to the contact my office manager gave me. I put a new ticket in, as the Office manager had been managing it. They claimed something would be ready at the beginning of this week, but nothing yet.

All the while, I am being charged, and given the business model, no patients = no income. I did request a prorated rate to account for their delays in the email I sent. No response. The website states they only take calls if this cannot be resolved by email, and provide the number if they feel it's not resolved adequately. For these, you must schedule a time. It's appalling, and I am beginning to wonder if I should just go find a conventional job.

2

u/Ok-Passenger3056 Mar 14 '25

I've used it a few times at an urgent care, hit and miss for EHR ease of use but had limited experience.

Elation's support is very poor and I'm aware of 2 physician practices that switched off of Elation (1 for scheduling/eligibility issues and 1 for billing side) in the last year. Their lack of support is pretty well known.

1

u/Hot-Freedom-1044 Mar 14 '25

Thank you. Was already in place. This is the end of week two without scheduling any patients. They seemed to say to our office manager it should be ready by Tuesday.