Insights Dashboards — Operational Efficiency

athenaCollector, athenaClinicals, athenaCommunicator

The Insights Dashboards provide metrics, charts, tables, and tips to help improve practice revenue cycle performance, clinical efficiency, and patient engagement.

Operational Efficiency

Optimize how work moves across your revenue cycle to reduce delays in claims processing, improve throughput, and accelerate time to payment.

From the Operational Efficiency landing page, you can access these dashboards:

Time to Revenue — Track how long it takes to move from claim creation to payment to identify delays across billing, remittance, and claim closure.
Rejections & Denials — Monitor where claims fail in the process to reduce rework, improve first-pass resolution, and minimize payment delays.
Customer Inventory — Identify gaps in charge capture and billing readiness to reduce missed revenue and improve claim submission efficiency.
Appointments & Scheduling — Track appointment lifecycle performance to improve completion rates and reduce no-shows and cancellations.

Metrics in the Insights Dashboards > Operational Efficiency dashboards

To view metric definitions on a dashboard, hover over the metric names in the Breakdown table (if available).

Time to Revenue

Track how long it takes to move from claim creation to payment to identify delays across billing, remittance, and claim closure.

Time to Revenue
Section	Metric	Definition
Time to Revenue (Primary)	Time To Revenue	Average number of calendar days between the date of service and when the claim is first closed for the primary payer.
Time to Bill (Primary)	Time to Bill	Average number of calendar days from the date of service to the first claim submission to the primary payer.
Time to Remit (Primary)	Time to Remit	Average number of calendar days between the claim submission and athenahealth receiving the first remittance for the primary payer.
Time to Close (Primary)	Time to Close	Average number of calendar days between receiving the first remittance and closing the claim for the primary payer.

Rejections & Denials

Monitor where claims fail in the process to reduce rework, improve first-pass resolution, and minimize payment delays.

Rejections & Denials
Tab	Section	Metric	Definition
Denials Performance	First-Pass Resolution Rate (FPRR)	First-Pass Resolution Rate	Looking only at the claims posted to primary payers that were processed and adjudicated based on the first submission: Total number of claims that got a successful outcome divided by total number of claims. "First pass" means the claim was accepted and adjudicated without being rejected, being denied, or needing manual intervention or "re-work". A successful outcome is one of these: a payment, a capitated adjustment, or a transfer to the next responsible party.
	Initial Denial Rate	Initial Denial Rate	Number of denials received from primary payers after the claim was accepted for processing (i.e., initial denials) divided by the total number of claims posted to primary payers. Note: Only the first denial is counted in this rate (even if a claim was later denied again by the same payer).
	Initial Denial Rate & Overturn Rate	Overturn Rate	Percentage of the overall denied amount that was successfully recovered.
	Time to Rebill for Initially Denied Claims	Time to Rebill (Initial Denials)	Average time (days) between a claim’s initial denial and its first resubmission (for claims initially denied during the reporting period).
	Back-End Denial Rate	Backend Denial Rate	Total number of denials received from primary payers after the claim was accepted for processing (i.e., back- end denials) divided by the total number claims posted to primary payers. This includes any repeats (i.e., if the same claim was denied or posted multiple times). Note: We only count denials that change the claim status and come without payment. The denial must either put the claim into a hold status (keeping the balance) or transfer the balance to the next responsible party.
Denials Trending	Front-End Rejection Rate	Front-End Rejection Rate	Number of claims rejected by primary payers before they were accepted for processing (i.e., front-end rejections) divided by the total number of claims billed to primary payers. Note: One claim can be counted multiple times if it is billed out more than once during the reporting period.

Customer Inventory

Identify gaps in charge capture and billing readiness to reduce missed revenue and improve claim submission efficiency.

Customer Inventory
Section	Metric	Definition
Missing Slips	# of Missing Slips	Checked-in appointments that don’t have a claim created for them or that were marked as not needing charge entry. This is a snapshot of appointment data, current as of the previous business day.
Charge Entry Lag	Charge Entry Lag	How long it takes to enter charges after a visit, calculated as total time (in days) between the date of service and claim creation for all claims, divided by the total number of claims created in that month. If a claim has multiple days of service, then the metric is based on the last (most recent) date of service. The metric reflects any changes made before the month closes and ignores voided claims.
Unpostables Inflow & Outflow	Unpostables Inflow & Outflow	Unpostables are placeholders for financial records or correspondence that can’t be processed because of missing information or other issues (for example, payments that can’t be matched to existing charges). This includes Value-Based Care program payment records, which must be handled manually. “Unpostables” is an athenahealth term (they may also be called “remittance records”).

Appointments & Scheduling

Track appointment lifecycle performance to improve completion rates and reduce no-shows and cancellations.

Appointment & Scheduling
Tab	Section	Metric	Definition
Reduce No-shows	Appointment Completion Rate	Appointment Completion Rate	The proportion of scheduled appointments that completed with a patient-provider visit.
	Appointment Cancellation Rate	Appointment Cancellation Rate	The proportion of scheduled appointments that were cancelled. This excludes appointments that were rescheduled.
	Appointment No-show Rate	Appointment No-show Rate	The proportion of scheduled appointments that were cancelled and marked as no-show.
	Appointment Reschedule Rate	Appointment Reschedule Rate	The proportion of scheduled appointments that were rescheduled.
	Last Moment Cancellation Rate	Last Moment Cancellation Rate	The proportion of scheduled appointments that were cancelled within 24 hours of the appointment time, excluding appointments that were rescheduled.
	Last Moment Reschedule Rate	Last Moment Reschedule Rate	The proportion of scheduled appointments that were rescheduled within 24 hours of the appointment time.
Enhance Patient Access	Appointment Availability per Provider per Day	Appointment Availability per Provider per Day	Represents the average number of available appointment slots per day, capturing how many patients could be seen based on how the providers' schedules are set up and managed.
	Patients Seen per Provider per Day	Patients Seen per Provider per Day	Represents the average number of patients provider seen per day.
	New Patient Appointments Completed	New Patient Appointments Completed	Represents the completed appointments scheduled for new patient who has not seen in the department in the last 3 years.
	New Patient Appointments Completed within 14 Days	New Patient Appointments Completed within 14 Days	Represents the new patient appointment completed within 14 days of scheduled date. New Patient Appointments Completed within 14 Days Rate represents the percentage of new patient appointments completed within 14 days of scheduled date out of all new patient appointments.
Improve Schedule Utilization	Appointment Scheduling Efficiency Score	Appointment Scheduling Efficiency Score	A measurement to help practice managers understand how well they are using their available appointment slots. It compares the available appointment slots for a given day with the total number of slots actual patients seen.