User Guide — Returning Documents to athenahealth for Error Correction

When any field has incorrect information entered or is blank, and the correct information is visible on the document image, you can return the document to athenaError so athenahealth can correct the issue and reprocess the document for you.

Missing or incorrect document fields include:

• Classification
• Patient Name and/or DOB
• Provider
• Clinical Provider
• Tie-to Order
• Results Status
• Date of Service
• Drug fields for Prescriptions

In addition, you should return documents that contain multiple patients/page split errors, and barcoded documents that were misrouted to your practice from another athenaOne practice.

If a document has blank or incorrect fields (such as the wrong patient name, classification, or provider) and you can see the correct information in the document image, you can return the document to athenaError so that athenahealth can correct the issue and reprocess the document for you.

1. Display the document.
2. Scroll down to the very bottom of the screen, just above the Save and Cancel buttons, and click view actions.
3. If the athenaError option is not visible, click more actions.
   
   
4. Select the athenaError option.
   
   The Action note field turns yellow.
5. Action note — Enter an action note to indicate why the document is being returned (for example, incorrect patient name, classification, etc.). This note is required so that athenahealth knows what corrective action to take.
6. Click Save.

You should not return a document via athenaError if the corrective action involves any of the following actions:

• Create or merge a patient chart
• Delete a document
• Create a task assignment override to route the document to a different user or role
• Contact a sender to report the error
• Contact a sender to request that the sender refax the document.

These actions must be performed by someone in your practice. These document issues often require contacting the sender, which athenahealth cannot do on your behalf:

• Not our patient
• Not our provider
• Wrong department
• Deleting documents
• Contacting external facilities
• Documents with missing or blacked out pages that are not acceptable as is
• Labeling requests

If your document error or issue is not appropriate for the athenaError queue, and your practice cannot resolve it without assistance, please open a case with the athenahealth CSC. athenahealth will then assist you in resolving your document processing issue.