Manage Cases

athenaCollector

When a patient contacts the office with administrative issues or questions, you can create a "patient case" to record this information. This page allows you to open, track, record comments, review actionable items, and close patient cases.

Note: Patient cases listed in the Case Dashboard grid are non-clinical patient cases — that is, they are not part of the athenaClinicals service.

 

You can also click Save & Add Case Note to send a message about the case.

 

On the Patient Actions Bar, click Messaging, and then click Manage Cases

 

 

 

Your practice must have the Case Management feature enabled to administer patient cases.

 

 

 

  1. Display the Workflow Dashboard page: On the Main Menu, click Claims and then click Workflow Dashboard. The Case Dashboard appears at the bottom of the Workflow Dashboard page. Click the link to Add a new case. The Manage Cases page appears.
  2. Type — Select a case type.
  3. Priority — Select a number to indicate the case priority.
  4. Status — Select the status of the case (generally, OPEN).
  5. Assigned To — Select the username of the staff member who should be assigned to the case.
  6. Description — Enter a text description of the case.
  7. Click Save.

 

  1. Display the Manage Cases page: On the Patient Actions Bar, click Messaging, and then click Manage Cases. The patient's name appears at the top of the page.
  2. Name — Verify the patient name.
  3. Type — Select a case type.
  4. Priority — Select a number to indicate the case priority.
  5. Status — Select the status of the case (generally, OPEN).
  6. Assigned to — Select the username of the staff member who should be assigned to the case.
  7. Description — Enter a text description of the case.
  8. Click Save.

 

  1. Click the view/update link for the case that you want to update. The Update Case view appears, with the case details in the fields at the top of the page.  
  2. Edit the fields as needed. (You can use the Status menu to close the case.)
  3. Click Save (the updated case appears in the list below), or click Save & Add Case Note (the Add Case Note page appears).  

 

  1. From the Workflow Dashboard page, scroll down to the Case Dashboard, and click a linked number to generate a Case Worklist that appears in the Task Bar.
  2. From the Case Worklist in the Task Bar, click an item on the worklist. The Manage Cases page appears.
  3. Click the view/update link for the case that you want. The Update Case view appears, with the case details in the fields at the top of the page.  
  4. Click Save & Add Case Note. The Add Case Note page appears. (This page is very similar to the News and Messages page.)  
  5. From the Add Case Note page.
    1. Select each recipient of your note.
    2. Select the appropriate Priority option to set the message priority.
    3. Enter a text message in the Message field.
    4. Click Add Case Note. A message sent notification appears.
    5. Click OK. The patient's Quickview page appears.

 

 

Name

The name of the patient (links to the patient Quickview).

Type

The type of case (administered via the Patient Case Types page).
Priority

An exclamation point appears in this column to indicate urgency. Abnormal lab results are automatically flagged as urgent. Other documents may be flagged manually by athenahealth staff.
Status

The status of the case.
Assigned to

The username of the staff member assigned to the case.
Description

A text description of the case.
Column Headings for Case Notes
Added

The date the note was added and the username of the user who added the note.
Priority

The priority of the case note.
Note

The text of the case note.
Sent to

The recipient of the case note.
Column Headings for Patient Case Types
Case ID

System-assigned numeric ID.
Patient ID

The system-assigned case type ID number.
 

The name of the case type.
Priority

A number that indicates case priority.
Type

The type of case (administered via the Patient Case Types page).
Assigned to

The username of the staff member assigned to the case.
Created

The date the case was created.
Created by

The username of the staff member who created the case.
Description

A text description of the case.

 

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