Live Operator Service Configuration Settings

Use this page to look up Live Operator Service configuration information, including best practice setting values.

Important: All athenaCommunicator features require the "Patient Cycle" implementation setting enabled at the tablespace level.

Live Operator base settings

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers	Notes
Communicator Live Operator Vendor	Enables the live operator service	> Implementation > Client Functions > Settings	Tablespace	OFF	CONVERGYS	No	PEX Onboarding	Communicator Configuration
Scheduling Protocol	Protocol needs to be created for the department, provider, and appointment type that can be managed by the live operator	> Communicator > Live Operator > Protocol Creation and Mapping	Appointment type, provider, department	Blank	Create protocols	No	PEX Onboarding	Communicator Configuration	Scheduling protocol is not needed for Self-Pay Reminders to transfer to the live operator service. If the scheduling protocol is not enabled, no ReminderCall or GroupCalls will transfer to the live operator service. Even if those calls are set to transfer to live operator.

Access to Live Operator: ReminderCall workflow

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers
Enable ReminderCall Calls	Allows a phone call o go out to patients via ReminderCall	> Communicator > ReminderCall Settings > Edit > Enable phone call	Tablespace, Department, Provider	ON	Default	Yes	Onboarding	Customer

Access to Live Operator: GroupCall base settings

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers
Patient Cycle GroupCall	Enables GroupCall	> Implementation > Client Functions > Settings	Tablespace	OFF	ON	No	Onboarding	CSC
GroupCall Settings	Enables phone, email, text messaging window	> Communicator > GroupCall	Tablespace, Department, Provider	ON	Default	Yes	Onboarding	Customer

Access to Live Operator: no show campaign workflow

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers
Create No Show Campaign	Allows a phone call to go out to patients when they no show an appointment.	> Communicator > GroupCall > Campaign Builder	Tablespace, Department, Provider	Not created	Create No Show Campaign at Tablespace level	No	PEX Onboarding	CSC
				Phone call, email, text message	Default	No		CSC
				Allow transfers to Live Operator	Default	No		CSC
Enable Appointment Cancellation Reason as No Show	Needed to trigger the No Show campaign to go out.	> Schedule > Scheduling > Appointment Cancellation Reason	Tablespace	Not created	Create No Show cancellation reason	Yes	Onboarding	Customer

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers
Create Cancellation Campaign (automated)	Allows a phone call to go out to patients when their appointment has been cancelled.	> Communicator > GroupCall > Campaign Builder	Tablespace, Department, Provider	Not created	Create Cancellation Campaign at Tablespace level	No	PEX Onboarding	CSC
Create Cancellation Campaign (automated)		> Communicator > GroupCall > Campaign Builder	Tablespace, Department, Provider	Allow transfers to Live Operator	Default	No	PEX Onboarding	CSC
Enable Appointment Cancellation Reason as provider unavailable	Needed to trigger the No Show campaign to go out.	> Schedule > Scheduling > Appointment Cancellation Reason	Tablespace	Not created	Create provider unavailable cancellation reason	Yes	Onboarding	Customer

Access to Live Operator: tickler campaign workflow

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers
Create Tickler Campaign	Allows a phone call to go out to patients when they have a tickler due in their chart.	> Communicator > GroupCall > Campaign Builder	Tablespace, Department, Provider	Not created	Create Tickler Campaign at Tablespace level	No	PEX Onboarding	CSC
Create Tickler Campaign		> Communicator > GroupCall > Campaign Builder	Tablespace, Department, Provider	Allow transfers to Live Operator	Default	No	PEX Onboarding	CSC

Access to Live Operator: self-pay reminder workflow

Setting Name	Description	Location	Configuration Level	Default Value	Best Practice Value	Customer Facing	Setting Owner for New Customers	Setting Owner for Existing Customers
Create Self-Pay Reminder Campaign	Allows a phone call to go out to patients when they have a balance due.	> Communicator > Self-Pay > Self-Pay Reminder Settings	Provider Group, Department, Provider	No created	Creates the Self-Pay Reminder Campaign for all Provider Groups	Yes	Onboarding	Customer
Create Self-Pay Reminder Campaign		> Communicator > Self-Pay > Self-Pay Reminder Settings	Provider Group, Department, Provider	OFF	Allow transfers to Live Operator	No	PEX Onboarding	CSC