New Findings From athenahealth Reveal AI Use Advancing Beyond Administrative Tasks to Clinical Decision-Making Support

Research shows as clinician trust in AI grows, use cases are becoming more strategic, with leading adopters now using it to anticipate patient needs, close gaps in care, and navigate growing system complexity

BOSTON–(BUSINESS WIRE)–athenahealth, a leading provider of network-enabled software and services for healthcare practices and systems nationwide, unveiled flagship research from its intelligence hub, athenaInstitute, using national survey data and firsthand insight from both clinicians and practice administrators, to understand AI’s growing role in care delivery. The research, “AI on the Frontlines of Care,” explores how ambulatory practices across the country are thinking about and using artificial intelligence to improve patient care, clinician experience, and operational performance.

“AI in healthcare has reached a critical inflection point where the discussion is shifting from ‘will clinicians adopt AI’ to ‘how will clinicians adopt AI,’” said Nele Jessel, MD, chief medical officer at athenahealth and co-chair of the athenaInstitute. “Our research shows that among AI adopters, a growing majority have seen the value AI can deliver and are starting to trust AI as a ‘second opinion’ that can not only automate the busy work that has bogged them down for decades, but act as a strategic assistant that helps them see the full picture, illuminate patterns, and reach decisions faster, thereby improving care delivery and patient outcomes.”

The research suggests that AI is reshaping clinical practice in real time, highlighting a true turning point:

• AI is transforming clinical decision support at a rapid pace. While many believed true decision-support use cases were years away, clinicians are already gravitating toward AI tools that streamline access to information (60%), consolidate disparate data like lab and imaging results (55%), and surface the latest clinical evidence on demand (56%).
• Clinicians trust AI most when it strengthens their view of the full clinical picture. An overwhelming 86% of respondents feel comfortable either fully delegating (26%) or having AI assist (60%) with the task of catching easy-to-miss details across patient records, seeing AI as a complement to human judgment.
• Interoperability is still AI’s biggest roadblock. Clinicians believe AI’s impact is still throttled by fragmented data. AI can help surface relevant information, but when data is incomplete or outdated, AI becomes limited by the same barriers clinicians face on their own. Fifty percent of clinicians find it difficult to find relevant clinical information, while only 2% find it not at all challenging to access timely and relevant patient data across systems.
• The clinical workforce is entering a new era of AI engagement. AI adoption among clinicians and staff is steadily gaining ground, with leading adopters realizing real-world benefits to make faster decisions and treatment plans (23%), reduce billing and coding errors (21%), and develop new skills (22%). Of clinicians adopting AI, nearly a quarter of them are finding it challenging to navigate this learning curve. This underscores a pivotal transition period as frontline care increasingly integrates AI tools for better business outcomes.

Findings showed that while clinicians view AI primarily as a tool to speed up workflows, they say its real promise lies in creating more meaningful care experiences, giving them the time to focus on the human connection that defines good care. The focus is shifting to smarter, more human care, where AI quietly supports the clinician experience, reducing friction for both providers and patients.

“AI, or more specifically advanced language-based AI powered by machine learning and deep learning, has existed for years, but only recently has it begun to prove effective in helping physicians cut through the noise and move beyond administrative tasks to truly support patient care,” said Ciarán DellaFera, MD, from Greater Lawrence Family Health Center. “Now, we are beginning to see AI tools emerge that can identify patterns that are harder for humans to see, and these insights are helping us make confident clinical decisions. AI will never replace provider expertise or the human connection – these are qualities no algorithm can replicate. But it clears the clutter so we can deliver care as intended.”

Powered by data and cross-industry collaboration, the athenaInstitute delivers insights and innovation that help reduce complexity and improve the performance and experience of ambulatory care.

“Over 20% of the U.S. population is served by clinicians on the athenahealth network giving us an unmatched view into the realities of care,” said Michael Palantoni, chief strategy and corporate development officer at athenahealth and athenaInstitute co-chair. “As AI advancement reshapes the healthcare experience, it should do so in ways that honor the people at the heart of it: the clinicians, staff, and patients. The athenaInstitute builds on our long tradition of clinician-centered innovation, elevating athenahealth’s leadership in ambulatory care and tackling the structural friction that continues to limit practices nationwide.”

The 2025 AI on the Frontlines of Care national survey, conducted by athenaInstitute, and fielded by Sago Health, polled 501 physicians and practice administrators nationwide and interviewed several ambulatory practice physicians and leaders to explore how clinicians and practice leaders perceive the role of AI in delivering meaningful value. For more detailed insights from this national survey, read the full whitepaper here.

About the athenaInstitute

The athenaInstitute is athenahealth’s home for advancing ideas and actions that help cure complexity in ambulatory care through publishing insights, convening experts, and amplifying innovation. Learn more at www.athenainstitute.us.

About athenahealth

Since 1997, athenahealth has been curing complexity for ambulatory healthcare practices and the patients they serve, empowering them to deliver the best possible care and business outcomes through innovative clinical, financial, and patient engagement solutions. athenahealth connects practices, health systems, payers, partners and patients to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Learn more at www.athenahealth.com.

Contacts

Nikki D’Addario

Media@athenahealth.com