Quickview

When you cancel an appointment that contains future orders, you can create an appointment tickler and attach the orders to the tickler. When you reschedule the appointment from this tickler, the orders are transferred to the new appointment.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Scroll down to the Appointments heading and click cancel or reschedule next to the appointment to cancel.
   The Cancel/Reschedule page appears.
3. Reason for cancellation — Select a cancellation reason from the menu.
4. Click Cancel Appointment.
   A message box informs you that orders are associated with this appointment (the orders are listed in the message box). You can cancel the appointment or cancel it and create a tickler.
5. To cancel the appointment and create a tickler that includes the orders, click Cancel Appointment and Create Tickler.
   The Add Appointment Tickler page appears.
6. To cancel the appointment without creating a tickler, click Cancel Appointment.
   The orders are moved to the provider or department row in the Clinical Inbox that is associated with the appointment (see Future Orders Tab).

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Scroll down to the Appointments heading and click cancel or reschedule next to the appointment to reschedule.
   
3. Reason for Cancellation — Select a cancellation reason.
4. Click reschedule selected appointment(s).
   Note: If you do not select a Reason for Cancellation, athenaOne prompts you to do so.
5. Schedule the appointment as you normally would.
   
6. Click Reschedule Appointment(s).
   The original appointment details appear next to the new appointment details.
   
7. Click Save Information.
   
   Note: You can also use this functionality for recurring appointments. You can reschedule one, some, or all instances of a recurring appointment.

You can print the Quickview to share patient notes and basic demographic information for referrals and lab orders or to share insurance and financial information for legal or financial purposes.

Note: Take the appropriate precautions when printing or sharing protected health information (PHI).

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. At the bottom of the page, click the Print button.
   A print version of the Quickview appears in a new window.
3. Select the printer and then click Print.

1. Display the patient Quickview: In the patient chart, click the Menu icon and select Quickview.
2. On the Patient Actions Bar, click Clinicals, and then click Print Forms.
3. Check the box next to the documents that you want to print.
4. Click Print [#] selected.
   Note: athenaOne prepares the PDF document; the print status icon shows you the progress of the print job. For more information about the print job statuses for success, failure, and errors, see Printing athenaOne Pages.

Note: Your practice must have the athenaClinicals feature enabled, and you must have the necessary Clinicals user permissions to view the patient chart. There are two ways to access the chart:

• In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. In the search results, click chart for the patient you need.

OR

• On the Patient Actions Bar, click Clinicals, and then click Chart. The patient chart appears.
  

On the Quickview, you can click the Care Team Members link (in the Identification/Provider section) to add care team members, remove care team members, and add notes that apply to the care team as a whole. Care team members can be people who work in your organization and people external to your organization. The changes you make on the Quickview appear in the Care team section in the patient banner of the chart.

Note: If no care team members have been configured, the link is 0 Care Team Members.

To configure care team members from the Quickview:

1. Click the Care Team Members link (in the Identification/Provider section).
   The Patient's Care Team window opens.
   
   Note: In this example, one care team member is already configured.
2. Add — Click in the box to display the list of categories.
   
   
3. Click the appropriate category in the list.
   The Search link appears next to your selection.
   
4. Click Search to find the care team member in the category you selected.
   A search window opens.
5. Search — Enter the name of the provider you want to add to the care team.
   A list of matching providers appears.
6. Select the provider from the matching list.
   The provider appears in the list of care team members.
7. If you cannot find the provider you are looking for:
   1. Click the Add new provider link (lower left side of the selection box).
   2. In the window that opens, enter the provider's name, address, and phone and fax numbers.
   3. Click Save.
8. Notes — You can add a note about the care team or the patient.
   When you add a note, the note applies to the entire care team.
9. Click Save.

Front desk staff should check the patient's prescription eligibility if it has not yet been checked. You can check a patient's prescription eligibility once per 24-hour period, unless an error is received.

Note: The patient's prescription eligibility information also appears on the Check-in page.

1. On the Quickview, locate the Prescription field and click check now.
   The Prescription Eligibility Detail page appears. If the eligibility check is successful, the patient's prescription eligibility details appear.
2. Click the expand all link to see the prescription coverage details, or click collapse all to hide them.
3. Display the Quickview again.
• If the eligibility check was successful, the check now link is replaced with a details link. You can click the details link to see the results of the most recent eligibility check.
• If you received an error, a check again link appears next to the error message.

Note: This functionality applies only to Enterprise organizations.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need. 
2. The eligibility information is shown in the Insurances section, even if the eligibility check was initiated electronically for a different group in the same Enterprise organization.

You can search for a policy using one of the following options:

• Policy Auto-Match
• Policy Lookup tool
• Your practice's Most Used Standard Policies list

To see suggested policies (Policy Auto-Match) based on insurance card images

 

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Scroll down to the Insurances area and click add new.
   

3. If your organization has Enhanced Patient Self Check-In with Insurance Card Capture enabled, and the patient submitted their insurance card images, the Use card images to add new insurance? pop-up window appears.

    

   

   Tip: Hover over the image to see an expanded view.

    

   Otherwise the Add insurance by uploading card image? pop-up window appears.

    

   

    

   Note: You can also access the card images from the Eligibility and Phone List or the Check-in page.

    

4. Use the images provided by the patient or upload your own images.
   

5. The Add Insurance Card Image page appears.

   1. Follow the instructions to Scan Card or Take a Picture with athenaCapture.

   2. In the Upload Saved Images section, click Select images to upload.
      

       

      

      Tip: Hover over the image to see an expanded view.

      
      

   3. The Upload Saved Images window appears.
      

      

      PDF technology powered by PDFTron SDK copyright © PDFTron™ Systems Inc., 2001-2020, and distributed by athenahealth, Inc. under license. All rights reserved.
      
      

   4. Select the card image file from your computer.
      • You can upload 1-2 saved image files.
      • Accepted file types: JPEG, PNG, PDF (single page) and TIFF
      • Maximum size: 5 MB 
        

      If needed, click the edit icon to edit the image before uploading. Use the options at the top to rotate, crop, zoom out, or zoom in as needed. Then click Done with edits and Upload.

       

      

      
      

      Note: For now, the additional image file types and image editing are only available for Front Desk insurance card image uploads and for users adding a new insurance. In a future release, these enhancements will be also available for patient-submitted insurance card images and for users adding images to existing insurance policies.
   5. Images will be saved upon the final step, when insurance is added. If you leave the workflow before completing the process by adding insurance, any images will be lost. (This alert appears at the top of page as a reminder.)
      
      A progress indicator also appears at the top of the page to help you track where you are in the workflow.
6. Click Proceed.

7. The Add Policy page appears.
   

8. The Policy Auto-Match tab shows up to three suggested policies for selection, based on data from the insurance card images.

   • Suggested policies will only include standard policies, not case policies.
   • Suggested policies will only include policies that have an eligibility class that matches from the eligibility check.

   • The Payer ID (EDI Number) appears with insurance package details on the Add Policy page, for standard policies and case policies. The Payer ID is used for electronic claim submission. Some insurance cards include Payer ID, so this may help you identify the correct insurance package for a patient more easily.

     Note: Payer ID is not included in a search filter because the Payer ID in athenaOne may not always match what's on the patient's insurance card. This can happen when third-party companies (for example, a clearinghouse) are involved in submitting claims to payers.

   • You'll see the same insurance policy information you would see if you were using Policy Lookup, including the ability to view the drop-down list of additional addresses, should you need to change from the default address.

   • The Insurance card images pop-up window remains on the side so you can reference the card details as needed. This same window will appear on subsequent athenaOne screens so you have continued access to the card image and the information on it as you add the insurance policy.
     

      

     
     

     Tip: Hover over the image to see an expanded view.

     
     

9. Review the suggested policies and determine the best match. Click Select next to the policy you want to use.

10. The Add Policy Details page appears.

    • Member ID will be prefilled based on Optical Character Recognition (OCR) from the card images.
11. Review and fill in required fields, then click Add Policy.

12. The athenaOne system saves the policy information and the card images to the patient's registration.

13. When you return to the patient's Quickview page, the new policy appears in the Insurances section.

 

If no auto-match policies were suggested, or if you decide not to select any of the suggested policies, you can always use the Policy Lookup page to manually search for an insurance policy.

• Insurance name and Member ID will be prefilled based on Optical Character Recognition (OCR) from the card images.

 

To search for a policy using the Policy Lookup tool

 

Note: You can also add an insurance package using the same procedure from the Check-in page.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.

2. Scroll down to the Insurances area and click add new.
   The Add Policy page appears with the Standard policies option selected by default.
   

   Note: You can also add a reference policy by clicking Add reference policy to the right of the Insurances heading. A reference policy is used for unique scenarios in place of a patient's usual insurance policies (see the description of reference policies in the Field Reference of the Quickview).
   

3. Insurance names — Enter the name of the insurance company (for example, Aetna, BCBS, Medicare) and any other keywords from the patient's insurance card, for example, employer name, group name, or other affiliations.
   Note: Enter as many keywords from the insurance card as possible.
4. Member ID — Enter the patient's insurance member ID as it appears on the insurance card.
5. Click Search.
   Note: If more than one package is listed in the search results, you can sort the search results by clicking Best match or Recently used.

6. The Payer ID (EDI Number) appears with insurance package details on the Add Policy page, for standard policies and case policies. The Payer ID is used for electronic claim submission. Some insurance cards include Payer ID, so this may help you identify the correct insurance package for a patient more easily.

   Note: Payer ID is not included in a search filter because the Payer ID in athenaOne may not always match what's on the patient's insurance card. This can happen when third-party companies (for example, a clearinghouse) are involved in submitting claims to payers.

7. If a search result includes more than one address, you can click View all to see the list of addresses associated with the insurance package. The number of addresses included appears in brackets.
   
8. To filter the results further, use the Filters box on the left side of the page and enter one of these search filters:
• Insurance address — Enter the address of the insurance company as it appears on the insurance card. As you type, athenaOne shows you matching results.
• Insurance phone — Enter the phone number of the insurance company as it appears on the insurance card.
• Product type — Select a product type (EPO, HMO, Indemnity, POS, PPO, etc.).

After you enter a filter, the search resumes automatically and displays matching insurance packages.

Note: In some cases, a claim rule prevents the search from showing more possible results. You can click Show rules details to display the rules and then click ignore this rule to override the rule and expand the search.



9. Select the matching insurance package (click the Select button to the right of the package).
   The Add Policy Details page appears.
   Note: If you cannot find the insurance package, select the I've entered all available information and can't find a match option at the bottom of the page, and then click Request New Insurance Package. The Insurance Package Requests page appears.
10. Review the policy information on the Add Policy Details page and update it as necessary.

11. Click Add Policy.
    

    The new insurance policy appears on the patient's Quickview page and in the insurance lists on the Check-in, Charge Entry, and Claim Edit pages.

    
    

 

 

To search for a policy using your practice's Most Used Standard Policies list

 

Note: You can also add an insurance package using the same procedure from the Check-in page.

 

1. Display the patient's Quickview page In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Scroll down to the Insurances area and click add new.
   The Add Policy page appears with the Standard policies option selected by default.
3. In the Most Used Standard Policies list, click the patient's insurance package.
4. Member ID — Enter the patient's insurance member ID in the window that appears.
5. Click Add Insurance.
   athenaOne performs an electronic eligibility check based on the information provided. The results of the eligibility check and the insurance search appear.
   Note: Although you can click Skip eligibility check, we recommend that you not skip the eligibility check.
• If athenaOne encounters no problems with the insurance package you selected, the Add Policy Details page appears. Review the policy information and update it as necessary. Then click Add Policy.
• If athenaOne locates additional information about the insurance from the eligibility check or member ID, the results are filtered further, as described in the yellow box. This box also displays an explanation of any problems encountered during the eligibility check. You can click View details for more eligibility information.
  
6. In the Filters box on the left side of the page, enter one of these search filters:
• Insurance address — Enter the address of the insurance company as it appears on the insurance card. As you type, athenaOne shows you matching results.
• Insurance phone — Enter the phone number of the insurance company as it appears on the insurance card.
• Product type — Select a product type (EPO, HMO, Indemnity, POS, PPO, etc.).

After you enter a filter, the search resumes automatically and displays matching insurance packages.

7. Select the matching insurance package.
   The Add Policy Details page appears.
   Note: If you cannot find the insurance package, select the I've entered all available information and can't find a match option at the bottom of the page, and then click Request New Insurance Package. The Insurance Package Requests page appears.
8. Review the policy information on the Add Policy Details page and update it as necessary.
9. Click Add Policy.
   

 

1. Display the Deactivate Insurance Policy page: On the Quickview, under the Insurances heading, click Deactivate this policy.
2. Review the package information to verify that this is the package you want to deactivate.
3. Enter the reason for deactivating this insurance policy (for example, "changed employer") in the Deactivation reason field.
4. Click Deactivate Insurance.
   
   Note: Once deactivated, you can still click the View cancelled insurances link to view the cancelled policy, including the scanned insurance card image, the date it was deactivated, who did it, and the note that the user entered when that person deactivated the package. athenahealth recommends that you immediately add the new policy for the patient, if available, and correct the insurance selection on all affected claims.

To add a cancelled insurance, the patient must have at least one open position in the Insurances section. If the patient already has primary, secondary, and tertiary insurances, you cannot add back a cancelled insurance policy.

Note: You cannot add cancelled payment plans or prepayment plans back to the patient's Quickview page.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Click View cancelled insurances in the Insurances section.
   The Cancelled Patient Insurances page appears, showing each cancelled insurance policy, with the most recently cancelled insurance at the top.
3. Select a cancelled insurance policy and click Add as New Insurance Policy.
   A message appears, stating that the reactivated insurance policy will be added to the first available position in the Insurances section of the patient's Quickview page. For example, if the patient already has a primary insurance, the reactivated policy will become the secondary insurance.
4. Click OK to continue, or Cancel to return to the Cancelled Patient Insurances page.
   Note: The original position of the cancelled policy is not restored when the cancelled policy is reactivated, so always check to make sure that all policies are positioned correctly on the patient's Quickview page after you reactivate a cancelled insurance policy.

If your athenaEnterprise organization is configured for insurance synchronization, adding a cancelled insurance as a new policy means that the reactivated insurance policy is added in all provider groups. If a copy of the patient in one provider group already has three insurances, however, the reactivated policy can only be added as a new insurance in the provider groups where the patient has an open position in the Insurances section.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. On the Quickview page, scroll down to the Insurances heading.
3. Click the Change policy order link to the right of the Insurances heading.
   The Change Insurance Policy Order page appears.
4. Drag and drop the patient's insurance packages to change the policy order.
   Note: The Change Insurance Policy Order page displays all family members who have the same insurance policies. You can select family members to apply the new policy order to them, as well.
   
5. Click Save. The Quickview page reappears, with the new insurance policy order in the Insurances section.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Cash — Click Update this cash plan.
   The Update Cash Policy Details page appears. For security reasons, asterisks appear in the Family size and Income fields.
   
3. Family size — Click edit.
   Note: For security reasons, the amounts you previously entered in the Family size and Income fields do not appear. To view these amounts, you must create a custom report.
4. Enter new data in each field, as necessary.
5. Click Update Cash Plan.

You can attach scanned documents, such as application packets, financial aid paperwork, and required proof-of-income documentation, to a sliding fee plan.

Note: We encourage you to remove sensitive information, such as Social Security numbers and employee ID numbers, from the scanned document before you attach it to a sliding fee plan.

1. Display the patient's Quickview or Check-in page.
2. Under the Insurances heading, locate the patient's sliding fee plan.
3. Click Add/update documentation under the sliding fee plan information.
4. Click Choose File.
5. Locate the scanned file and select it.
   You can attach a .tif, .jpg, .bmp, .gif, .png, .dcm, or .pdf file; the maximum file size is 50 MB.
6. Click Add Document.
   

Note: You must have the Communicator permission.

1. Display the patient's Quickview page.
2. On the Patient Actions Bar, click Communicator, and then click Log in to Portal as Patient.
   A message alerts you that you are logging on to the Patient Portal as the patient.
3. Click OK.
   A read-only view of the patient's Patient Portal page appears. Any changes you make will not be saved.

Patients can set their own contact preferences on the Patient Portal by selecting the Notification settings option from the patient profile menu.

To receive text messages from your practice, the patient can select Include text messaging as a contact option and accept the Terms of Use for text messaging on this page.

After agreeing to receive text messages, patients can go to the Notification settings tab of the My profile page to select and deselect the types of text messages to receive from the practice: health notifications, appointment reminders, updates and announcements, and billing information.

Note: Patients are charged standard message and data rates for text messages from your practice.

Practice staff can select Phone and Email contact preferences on behalf of the patient using the checkboxes under the Communicator Automated Messaging Preferences heading on the Privacy Information page.

Note: Practice staff can select text message contact preferences on behalf of the patient only if the Consent to text option is set to Yes. The Consent to text option appears on the Check-in, Quickview, and Patient Registration pages.

To set email, phone, and text preferences for a patient:

1. Display the Privacy Information page: On the Quickview, click Manage Privacy (under the Privacy heading).

Under the Communicator Automated Messaging Preferences heading

2. Health Notifications — Select the preferred methods of communication for lab results and other health notifications (used by the ResultsCall and Order Reminders services).
3. Appointments — Select the preferred methods of communication for appointment related messages (used by the ReminderCall service).
   Note: Appointment reminder emails include the provider's Display Name (from the Providers page) and the department's Communicator Display Name (from the Departments page). If the Communicator Display Name field is blank, the email does not include a department.
4. Announcements — Select the preferred methods of communication for general messages (used by the GroupCall and Automated Wellness Outreach services).
5. Billing — Select the preferred methods of communication for billing related messages (used by the Self-Pay Reminders and Guest Payments services).
6. Click Save.

For more information, see Patient Record Sharing.

By default, athenahealth excludes patients younger than 18 from participation in patient record sharing. You can share records for minor patients by setting the Patient Record Sharing option to Yes on a case-by-case basis.

Note: You can change the age range for minor patients excluded from patient record sharing (you cannot automatically exclude patients older than 17). For more information, see Patient record sharing for minors.

1. On the patient's Quickview or during the Check-in stage of an appointment, scroll down to the Privacy section of the page.
2. Notices on file — Check the Privacy Notice box to indicate that the patient or the patient's guardian received and consented to your privacy policies.
• If the patient is 18 or older, the Patient Record Sharing option is automatically set to Yes.
• If the patient is a minor child, the Patient Record Sharing option is not set.
3. Confirm that the patient or the minor patient's guardian consents to sharing patient information.
• If a patient 18 or older decides not to share his health data, set the Patient Record Sharing option to No.
• If the patient is a minor child, set the Patient Record Sharing option to Yes or No.
4. Click Save.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Enter the note in the Patient notes field at the top of the page.
   You can enter up to 4000 characters. The field displays at least two lines of text and resizes itself based on your input; if it contains more than six lines of text, a scroll bar appears.
3. Click Save Changes.

You can create custom messages that print on statements for an individual patient. For example, you can create a patient note to notify the patient about a new, customized payment plan, or to remind a patient of a billing-related agreement policy. To enter a patient statement note, display the Patient Registration page: On the Patient Actions Bar, click Registration, and then click Full Registration. Enter the text of the note in the Statement note field. This field is limited to 75 characters.

Tip: You can create custom messages that are printed on statements for your entire practice using the Practice Statement Note page. These messages are printed for all patients on a statement run for your practice. You can use this function as a communication tool. For example, you can create a practice statement note to notify patients that a new doctor has joined the practice or when the flu clinic is scheduled for the upcoming year.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Under the Appointments heading, click Add note for the appointment. The Add Appointment Note page appears.
3. On the Add Appointment Note page, enter the text of the appointment note in the Note field.
4. Click Add. The Quickview page reappears with the appointment note displayed with that appointment.

1. You can create an appointment tickler as follows:
• From the Checkout stage Patient tab, under the Scheduling heading, click the Create Appointment Tickler link.
• On the patient's Quickview page, scroll down to the Appointments heading. Next to the Appointments heading, click the Create appointment tickler link. The Add/Update Appointment Tickler page appears.
2. Department — Select the department of the appointment.
3. Type — Select the appointment type.
4. Desired Provider — Select the desired provider for this appointment.
5. Approximate Desired Appointment Date — Enter or select the approximate date of the desired appointment. This date should be in the future.
6. Notes — If available, enter the reason for the appointment and any notes about the appointment.
7. Click Save. The previous page reappears. The appointment tickler appears on the Quickview page, displayed under the Appointments heading.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Under the Appointments heading, click Schedule next to Tickler.
   The appointment calendar appears.
   Note: For appointment ticklers with associated return to office (RTO) orders, athenaOne automatically links the order to the appointment that you create from the tickler. When the patient returns to the office for the appointment, the order appears in the patient encounter automatically.
3. Click the date for which you want to schedule an appointment.
   
   The appointment schedule for the selected date appears.
4. Click the checkbox next to the desired time.
5. Appointment Type(s) — Select the type of appointment.
6. Click Schedule Appointment(s).
   
   

1. Display the Quickview page: On the Patient Actions Bar, click Registration, and then click Quickview.
2. Scroll down to the Appointments heading.

3. Click Print upcoming appointments.
   Select the upcoming appointment reminders to print. You can select up to 10 appointments.
4. Click Print. The printout includes the department address and phone number information, as well as the appointment details.

For more information about the AWO feature, see Automated Wellness Outreach.

When a patient receives an automated wellness outreach message and calls you to schedule an appointment, you can review information about the AWO message that the patient received on the Quickview page.

Note: Automated wellness outreach messages appear on the Quickview page for 14 days only.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need.
2. Under the Appointments heading, locate the Automated Wellness field.
   This field displays information about the message date and time, the care gap that the patient was contacted about, the department, and the attributing provider.
   
   
3. To schedule the appointment from the Quickview, click the Schedule link.

1. Display the patient's Quickview page: In the text box at the top right of the Main Menu, enter the first three letters of the patient's last name, followed by a comma, followed by the first three letters of the patient's first name. Click the search icon. On the Find a Patient page, click Quickview for the patient you need. 
2. Patient notes — Enter the appropriate note. The note that you enter here also appears in the Patient notes field on the Check-in and Patient Registration pages.

Before you can delete a patient record, you must void all outstanding charges and payments; delete or close any associated encounters and documents; and cancel all pending appointments and remove them from the No Show worklist.

Important: Use extreme caution. The delete is permanent: there is no "undelete" option.

1. Display the Quickview page for the patient record that you want to delete.
2. On the Quickview, click the Delete/Merge Patient button (at the bottom of the page).
   The Merge/Delete Patient page appears.
   Note: If the patient has outstanding charges or payments, open encounters or documents, or any pending appointments, you cannot delete the record.
3. Review the text displayed about this patient to verify that the current record is the one that you want to delete.
4. Click Delete Patient.

Note: For athenaEnterprise clients, deleting a patient deletes the record from the local provider group only.

Note: Claims denied for eligibility related reasons (for example, service not covered, wrong insurer, patient demographic issues) take 20 to 50 days longer to pay than "clean" claims, so eligibility checking is critical to your cash flow.

On the Quickview page, click the Perform eligibility check link in the Insurances section at the bottom of the page. athenaOne executes an electronic eligibility check and assumes the current date is the date of service.

The Payer-Provided Eligibility Details page appears with the current results.

Tip: You can view the results of all eligibility checks run for prior dates of service for the patient's insurance package using the Eligibility History tab on the Payer-Provided Eligibility Details page.

1. Display the Update Policy Details page: On the Quickview, under the Insurances heading, click Update this policy.
   At the top of the page, you can see the patient's current eligibility status and the date that the status was last checked.
2. Scroll down to the Eligibility area.
3. Take action on eligibility status — Click the Check at prior date of service option.
   The Date of service field appears.
   Note: Some payers do not support eligibility checks for prior dates of service.
4. Date of service — Select one of the patient's previous dates of service. You can select a date of service for which there is an open claim or a date of service with no open claims.

5. Click Update & Perform Eligibility Check.
   The results of the eligibility check appear.
   

    

   Important: When you manually check eligibility, wait 20 seconds for a response from the payer (or an error message) before you attempt to check eligibility again.

1. Display the Quickview page for a patient.

2. In the Insurances section, for a specific policy, click the Perform custom eligibility check link.

    

   
   

    

   • This link is only available if you're using the enhanced Payer-Provided Eligibility Details page (released in Summer 2023).
   • If you were using the enhanced page and then chose Go to: Old eligibility page, this link will not be visible.

    

   The Perform Custom Eligibility Check window appears.

    

3. Select the details for the custom eligibility check: 
   

    

   

    

   • Provider — (optional) - Select a Provider.
     • This list only shows the Providers within the department that you're currently logged into.
     • To select a provider from another department, log into that department. If you don't select a provider, the system will choose one based on the patient's previous appointment and claims.
   • Date of Service — (Today's date defaults) Select a Date of Service.
     • Most payers will accept a prior or future date, but payer rules vary. Some payers may not return benefit details for dates before the current year or in the future.
   • Service Type — Select a Service Type Code (STC) from the list. The most recently used STCs appear above the line in the menu.

     • STCs are industry standard codes that payers and clearinghouses use to specify what eligibility is being requested.

4. Click Check Eligibility.

5. If the STC requested does not match the STC returned:

   • A message appears: "Payer Returned Different Benefits", with details of the STC(s) requested and the STC(s) returned.

   • Click View Benefits to see the returned benefits

     or

   • Click Perform New Check to run a new custom check

6. The Payer-Provided Eligibility Details page appears, displaying the Service Types tab with the payer's response for the STC(s) you requested.

Important: When you manually check eligibility, wait 20 seconds for a response from the payer (or an error message) before you attempt to check eligibility again.

You can update a patient's chronic care management status on the Quickview, Check-in, or Checkout page. You must manually update a patient's chronic care management status; athenaOne does not automatically determine this status.

• On the Quickview and Check-in pages, the Chronic Care Management field appears under Insurances.
• On the Checkout page, the Chronic Care Management field appears on the Patient tab under Miscellaneous.

Note: The Chronic Care Management field appears only if the patient has Medicare Part B or Medicare Advantage (Medicare Part B requires that patient consent be documented in the EHR). However, payers other than Medicare pay for CCM services.

To update the Chronic Care Management field:

1. On the Quickview or Check-in page, click Update status/view history to the right of the Chronic Care Management field (this field is in the Insurances section, under Eligibility).
   On the Checkout page, click the enrollment status under the Chronic Care Management field.
   The Chronic Care Management History page appears. This page allows you to modify a patient's CCM status and displays an audit history of all changes made to this field.
2. Click the Enrollment status menu and select a status: Not Enrolled, Enrolled, Enrolled Elsewhere, Declined, Unenrolled, or Ineligible.
3. If you select Enrolled from the menu, the Effective date and Expiration date fields appear. We recommend that you enter the effective and expiration dates, but these dates are not required.
1. Effective date — Enter the effective date for CCM enrollment (or click the calendar icon to select the date).
2. Expiration date — Enter the expiration date for CCM enrollment (or click the calendar icon to select the date).
4. Click Change Status.
   The new status appears in the Enrollment status field, and the audit history is updated.
5. Click back to return to the Quickview, Check-in, or Checkout page.

Chronic care management statuses

 

This table describes the enrollment statuses available on the Chronic Care Management History page.

 

Status	Description
Not Enrolled	Patient has never enrolled for chronic care management services.
Enrolled	Patient agreed to receive chronic care management services and provided written consent to the practice. Per CMS guidelines, The patient agrees to share the cost of chronic care management. The patient's designated provider is the sole CCM provider for the patient.
Enrolled Elsewhere	Patient informed the practice that he or she is enrolled for CCM services with a provider outside this practice.
Declined	Patient declined enrollment for CCM services.
Unenrolled	Patient elected to stop CCM services. Per CMS, the enrollment consent is valid through the end of the calendar month in which the patient unenrolls. Note: When a patient's Medicare insurance is cancelled or changed, the CCM enrollment status is automatically updated to Unenrolled. If the patient's Medicare insurance is subsequently reactivated, you must update the CCM enrollment status if the patient continues to receive CCM services.
Ineligible	Patient is part of another CMS/payer initiative that precludes separate reimbursement for chronic care management services.

 

When you update the name, address, SSN, DOB, or legal sex on the Patient Registration, Quickview, or Check-in page, the new information must be reconciled with information on the Update Policy Details page.

Address, SSN, DOB, and Legal sex fields

If you update the Address, ZIP code, City, State, SSN, DOB, or Legal sex field on the Patient Registration, Quickview, or Check-in page, athenaOne automatically updates all insurance policies (where the Patient's relationship to policy holder is Self on the Update Policy Details page) with the new information.

Name fields for the guarantor (policy holder)

Some payers require that the name of the policy holder on a claim exactly match the name in the payer's system. Therefore, if you make a change to the patient's name on the Patient Registration, Quickview, or Check-in page (Legal last name, Legal first name, or Middle name, suffix), a warning message may appear:

"There are insurance policies for this patient that may need to be updated. Click "update this policy" from the patient Quickview page to make changes."

If this warning message appears, click OK, then make sure that the information in the insurance policy is correct and make changes if necessary.

The medical group pay-to address is displayed at the bottom of the Quickview.

In addition to the pay-to address, this line displays your username and the date and time that the patient record was accessed.

To manage pay-to addresses for your practice and to view their affiliated medical groups, see the Pay-To Address Admin page.

You can add a note to an appointment as follows:

• When you schedule the appointment — On the Schedule Appointment page, enter a text note in the Notes/Reason field. The note appears on appointment schedules, on the Quickview page, and when you edit the appointment.
• After you schedule an appointment — On the Quickview page, under the Appointments heading, click the Add note link for the appointment.
• At check-in time — On the Check-in page, add any notes for this appointment in the Notes/Reason field.

A patient's Medicare suffix can change from time to time due to a change in circumstances. For example, when a patient who was previously covered under a spouse's policy reaches age 65 and receives his/her own policy, the patient's suffix changes as well. This change can happen without the patient's knowledge. If this occurs, an old Medicare member ID image may still be on file with your practice.

When an eligibility request is sent to Medicare, the response shows the most recent member ID that Medicare has on file for the patient. If the old member ID is sent in the eligibility transaction, an "Unverified" eligibility status is returned.

To address this issue, athenaOne will resend these unverified responses with the new member ID and fetch an eligible response from the payer; athenaOne then update the patient's policy with the updated member ID automatically. The updated member ID is the one that should be used to bill the claim.

Note: There is a short time lapse in which an unverified response will be seen before the new eligibility check is automatically sent.

Authorizations and referrals are attached to specific patient insurance policies; multiple authorizations and referrals can be added to a policy. Authorizations and referrals are identified using an authorization or referral number. athenaOne handles authorizations and referrals in the same way. (The authorization or referral number appears in CMS-1500 block 23.)

You can add, update, and delete authorizations on the Quickview and Check-in pages (see the Insurance Authorization page for instructions).

Note: As a best practice, add a new incoming authorization when you schedule the patient's appointment.

After you create an authorization, the authorization appears on the Quickview and Check-in pages (under the Insurances heading). Only active authorizations with a present or future effective date appear on the Quickview and Check-in pages. To see expired and deleted authorizations for a patient, click View all in the Authorization section (under the Insurances heading) on the Quickview or Check-in page.

The Authorization/Referrals page appears. This page displays all authorizations, including deleted and expired authorizations, for the patient.

Exception: If your organization subscribes to the athenaOne^® Authorization Management service, cancelled and expired authorizations also appear in the Authorization list on the Quickview and Check-in pages. You can click Update next to the authorization to display the authorization task in the patient chart.

You can select an authorization from the Authorization menu that appears on the Schedule Appointment, Check-in, and Claim Edit pages, and you can also add a new authorization on those pages.

Note: Authorization Management now shows authorizations with a Not Required status on the Quickview.

Your practice can display the Guarantor section on the Check-In and Quickview pages. The guarantor information is the same information entered on the Patient Registration page. To request this feature, please contact the Client Support Center (CSC) by selecting Support > Create Case or Call in the Main Menu.

If the guarantor name and address fields have no information on the Patient Registration page, the Guarantor section on the Check-In and Quickview pages displays the name and address fields so that you can enter this information.

If all the guarantor fields are filled out on the Patient Registration page, the Guarantor section on the Check-In and Quickview pages displays only the patient's relationship to the guarantor and the corresponding address. To edit the guarantor information, click edit.

Note: Changes made to the Guarantor section on the Check-In or Quickview page appear on the Patient Registration page.

Chart alerts help you communicate important information about specific patients internally across several patient-focused workflows in athenaOne.

If a patient is registered in a department that has athenaClinicals enabled, you can add a text alert to the patient's chart to alert staff about special precautions that they should take when scheduling, rooming, and caring for specific patients. Examples include patients who are immuno-compromised, have physical or mental impairments, or who may need other special accommodations.

When there is no alert to display for a patient, a faint alert icon with an exclamation point appears next to the patient's name in the patient banner.

To add and edit chart alerts, you need the Chart Alert: Edit permission. This permission is included in the Superuser, Clinicals, and Receptionist roles by default.

1. On the Quickview, click the alert icon in the patient banner at the top of the page.
   The alert text box appears.
2. Enter the text of the alert in the text box and click Save.
   The alert icon next to the patient's name is now yellow ().
3. To edit the alert:
1. Click the alert icon and then click Edit.
   Note: Click Audit history to display all changes to the alert.
2. Edit the alert text and then click Save.
4. To delete the alert:
1. Click the alert icon and then click Edit.
2. Delete all text in the alert text box and then click Save.
   The alert icon turns purple again ().

A warning message appears if you add or update information on a patient's Quickview page such that the new or updated page too closely resembles another patient in your practice. For example, if you add a Social Security number for a patient that exactly matches the Social Security number in another patient record, you receive a warning message.

The warning includes a link to the similar patient (or patients) so that you can ensure that you are updating the correct patient record. If the two patient records are duplicates, you can delete one record or merge the records (see the Merge/Delete Patient page).

Note: Duplicate patient warnings also appear on the full Patient Registration page.

Patient validation messages alert you to potential billing or workflow issues. Validation messages appear on these pages: Quickview, Check-in, Update Policy Details, Appointment, and Schedule Appointment. By addressing these issues, you reduce work for your billing staff and increase the probability of successful claim adjudication. These issues include:

• Demographic mismatches
• Missing patient demographic data
• Missing insurance card images
• Insurance package review issues
• Coordination of benefits issues

Note: Primary insurance is checked on the Quickview, Check-in, Update Policy Details, Appointment, and Schedule Appointment pages. Secondary insurance is checked only on the Update Policy Details page.

These validation checks are based on rules from the athenahealth billing rules engine and the patient rules engine. If a patient validation rule is triggered, a message indicating the potential issue appears on one or more of these pages.

• A red warning message alerts you to issues that will cause the patient's claim to go into HOLD or MGRHOLD.
• A purple informational message indicates issues that you should be aware of but that may not hold the claim.

To ignore a warning message, click Dismiss in the warning message. To reduce the likelihood of claims being sent to your HOLD and MGRHOLD queues, correct these issues before claim creation.

Patient Validation Rules report

 

The Patient Validation Rules report provides visibility into staff behavior and creates training opportunities for your practice. This report, which you can find on the Front Office Operations tab of the Report Library, displays the following information:

• For each user and each rule, the number of times that the user dismissed the rule at check-in.
• Number of claims created in HOLD with that rule.

If you have a Topaz digital signature pad, your patients can sign privacy forms electronically at your practice.

Note: This feature is available for the Chrome and Microsoft Edge browsers only.

Before you can use this feature, you must install the latest version of the athenaOne Device Manager (ADM) and the Topaz software for your signature pad device model from the Topaz website. For instructions on how to install ADM and how to add a device to ADM, see Device Management.

You can access the forms to be signed and submitted from the patient's Quickview or at check-in time. After you submit a form, athenaOne saves it to the patient's account and updates the corresponding privacy form checkboxes.

To create a digital signature privacy form in PDF

 

You must use the interactive form capabilities of Adobe Acrobat Pro to create a privacy form PDF file that is enabled for digital signature using a Topaz device.

Note: This feature is available for the Chrome and Microsoft Edge browsers only.

 

To learn more about how to create an interactive form or to add certain types of fields, please visit http://www.adobe.com/support/.

Note: Instructions may vary depending on your version of Adobe Acrobat Pro. If you need assistance creating a .pdf file, please contact the CSC by selecting Support > Create Case or Call in the Main Menu.

1. Open the PDF file in Acrobat Pro and click Tools.
2. In the Forms menu, click Edit.
3. Under Other Options click Prepare a form.

4. In choose an option to create a form > Auto detect form field ON > click Change.

5. Uncheck the Automatically detect Form fields box and > click OK.

6. Click Create Form.

7. Under Add Form Components > click Text Field.

8. Add new text fields throughout the document. You can use magic words in the file by naming the text fields with the name of the magic words, such as PATIENTFIRSTNAME, PATIENTLASTNAME, or TIMESTAMP.
   Note: Magic words retrieve data from athenaOne that may already be available, such as last name. Enter magic words in the PDF file in all capital letters, with no brackets or braces, for example, PATIENTLASTNAME.
9. In the PDF file, create a text field named ESIGNATUREFORM. You can place this field anywhere in the form. This magic word allows the signed form to be saved in the correct location. After you name the field:
   1. Click Properties.
      
   2. On the General tab, under Common Properties, change the Form Field value to Hidden but printable. Click Close.

   3. Under Add Content > click E-signature field. Place this field where you want patients to sign the form. Use more than one digital signature field, if necessary.

10. Close the form editing menu and save the PDF file.

To upload the digital signature privacy form to athenaOne

 

Note: This feature is available for the Chrome and Microsoft Edge browsers only.

1. Display the Forms and Documents page: On the Main Menu, click Settings > Billing. In the left menu, under Practice Links — Billing Slips and Forms, click Forms and Documents.
2. Name — Enter a unique, descriptive name for the PDF form. This name appears in the Patient Privacy section of the patient's Quickview or the Check-in stage of a patient encounter.
3. Departments — Select the departments or provider groups (if applicable) that will use the form.
4. Effective date — Enter or select the effective date for the form.
5. Expiration date — Enter or select the expiration date for the form.
6. Ordering — Enter a digit to order this form in the list of forms.
7. Note — Enter any relevant notes.
6. View on Patient Portal — Do not select this option. Signature Pad .pdf forms are intended for office use only.
7. Type of form/document — Select the Signature Pad PDF option.
8. Signature Pad PDF Applies to — Select the privacy notices to which this form applies.
   Note: If you created checkboxes for non-standard privacy consent forms on the Custom Fields page, select the custom option, along with any other option. The custom checkboxes appear in the Privacy section of the Patient Registration, Quickview, and Check-in pages. For more information, see "To create checkboxes for custom privacy forms" on the Custom Fields page.
9. Form/document pdf — Enter the file path and name of the file that you want to upload, or click Choose File to locate the PDF file on your system.
10. Mark form/document as final? — Review the form carefully. Select this option when you consider the form final.
    Note: After you mark the form as final, you cannot make any changes to the form or its attributes.
11. Click Save.
    Note: Signature pad .pdf forms are accessible via the patient's Quickview or the Check-in stage.

To collect a patient signature on a privacy form with the Topaz digital signature pad

 

These instructions apply only to practices that use a Topaz signature pad device with the Chrome or Microsoft Edge browser.

1. Display the patient Quickview or the Check-in stage of an encounter.
2. Scroll down to the Privacy section and click the link for the form in the Forms field. (The link shows the name that you entered in the Name field on the Forms and Documents page when you created the form.)
   The document opens in the same window.
   
   
3. Click Sign Here in the document.
   The Draw (External Device) window opens.
   
   
4. Ask the patient to sign her name with the signature device.
5. Click Retrieve Signature in the Draw (External Device) window.
   The signature appears in the window.
   Note: If the signature device is not working, you can click Use computer in the Draw (External Device) window to retrieve the signature. The patient must use your computer mouse to sign.
6. Click Create.
   The signature appears in the document.
   
   
7. Click Submit.
   The signed PDF document appears in the Privacy section of the Quickview or Check-in page. When you select the document, it opens in a new tab with Adobe Acrobat Reader.
   Important: You may see the Submit to athenaOne button on the form from the legacy signature pad feature. If you see this button, do not click it because it will cause an error.

After you learn that a patient is deceased, you should cancel all future appointments in one action.

Appointment cancellation reasons are specific to your practice. You can add cancellation reasons using the Appointment Cancellation Reasons page.

Note: Marking a patient as deceased or inactive does not prevent statements from going out. To prevent a statement from going out to a patient, the statement must be held.

To record a patient as deceased and cancel future appointments

1. Display the Patient Registration page: On the Patient Actions Bar, click Registration, and then click Full Registration.
2. Deceased date — Enter the date of death, or click the calendar icon and select the date.
3. Click Save.
   If future appointments are scheduled for this patient, the Cancel Existing Appointments window appears. By default, all appointments are selected for cancellation.
   Note: If you mistakenly entered a Deceased date for a patient or if you do not wish to cancel future appointments, click Cancel to close the window. You must return to the Patient Registration page to remove an invalid Deceased date.
4. Reason — In the Cancel Existing Appointments window, select a cancellation reason, and then click OK.
   The patient Quickview appears.

To hold statements for deceased patients

5. Display the Patient Registration page: On the Patient Actions Bar, click Registration, and then click Full Registration.
6. Scroll to the Billing section at the bottom of the Patient Registration page.
7. Hold statements — Select Patient is deceased as the hold statement reason. This option also allows for more accurate reporting in Report Builder on active statement holds.
8. Click Save.

You can enter several kinds of notes in athenaOne:

• Appointment notes — You can enter an appointment note on the Quickview and Check-in pages
• Patient notes — You can enter a patient note (an "internal" note) on the patient Quickview page
• Claim notes — You can enter a claim note on the Claim Action and Claim Edit pages

The Contact List & People with Portal Access section on the Quickview and Check-in pages displays the Patient Portal status of the patient and the patient's family members.

Tip: Hover over the image for a closer look.

The Contact List & People with Portal Access section displays the names and contact information of all Patient Portal users who have access to this patient record.

Note: The chart icon indicates which phone numbers and address are on the patient's chart. The details flagged by the chart icon may not belong to a specific person (hover over the icon to learn more about the contact details).

From the Contact List & People with Portal Access section of the Quickview or Check-in page, you can:

• View and manage Patient Portal access for this patient, including access by family members.
• Invite a patient or family member to register for the Patient Portal (or the Patient Information Center).
• Register a patient or family member for the Patient Portal (or the Patient Information Center). For instructions, see To register a patient for the Patient Portal or Patient Information Center in the office.
• Click Edit to edit the contact information on the Quickview page, or click Manage portal access from the More actions menu to display the Portal Accounts page, where you can update the contact information for any user who can access this patient's Patient Portal account.

Note: If the Patient Portal user is a patient at your practice, but not the patient whose Quickview is open, you can click Edit on [patient_name] Quickview to display the Quickview for that patient.

athenahealth account and Patient Portal access

 

The athenahealth account for Patient Portal users creates a clear distinction between:

• Patient's or caregiver's athenahealth account (email and password).
• Patient's or caregiver's access to your organization's Patient Portal.
  Note: Patient Portal users do not need to be patients at your practice.

The athenahealth account exists separate from your organization.

• A patient or caregiver can use the athenahealth account to log on to any Patient Portal powered by athenahealth, as well as to other applications.
  Note: Patients and caregivers can manage their athenahealth account from the My profile page of any Patient Portal they use.
  
• Your organization manages a patient's access to your Patient Portal through the patient Quickview in athenaOne.

When you send a patient an email invitation to your Patient Portal, you grant permission for that patient to access your Patient Portal using their athenahealth account. If the patient or caregiver does not have an athenahealth account at that email address, they can create an athenahealth account using the invitation email you sent them.

 

When you delete a patient's Patient Portal account, you revoke that patient's access to your organization's Patient Portal; you are not deleting the patient's athenahealth account.

 

Patient Portal access levels

 

Patient Portal users can have different levels of access to patient records, as follows:

• Self — Patient Portal user is accessing her own patient record.
• Full access — Patient Portal user has full access to a patient record that is not his own. Full access is used in a family access scenario, such as when a mother has a Patient Portal account and accesses her child's patient record. (The Patient Portal user does not need to be a patient at your practice.)
• Billing-only access — Patient Portal user has billing-only access to a patient record that is not her own. A Patient Portal user with billing-only access can see only billing information, not health information. An example of this type of access is when a parent is the Patient Portal user with billing-only access to the patient record of a 20-year-old child.

Patient Portal users can access multiple records using the same login credentials (email address and password), for example, when a parent accesses her own patient record and the records of her children and elderly father.

 

Age of majority

The age of majority is governed by state law (in most states, the age of majority is 18). On the child's age of majority birthday, athenaOne automatically changes the access level for all family members who have full access to this patient record from full access to billing-only access. The practice or the patient can subsequently change the family member's access level or remove access at any time. If you are unsure of the age of majority in your state, check online. You can also contact the CSC to verify the age of majority in your state and control these settings.

 

Patient matching logic

 

When patients register for a Patient Portal account to access their own records, athenaOne identifies the Patient Portal user as a registered patient of the practice using the following matching logic.

• The following items entered on the Patient Portal registration page must match the corresponding items in athenaOne:
  • First name
  • Last name
  • Date of birth
  • Gender
• In addition, one of the following items must also match:
  • Phone number, OR
  • Email address

 

Deep dive into Patient Portal registration: Two-factor authentication

 

The best way to register patients for the Patient Portal is to register them in your office or to send them an email invitation. These methods are preferred because athenaOne knows who the patient is, who the provider is, and what department the patient is registered in; there's no need to ask the patient to enter any demographic information.

 

For example, when the patient receives an email invitation, opens it, and clicks Register Now:

• The first factor of authentication is the email itself.
• The second factor is the call or text message that the patient receives to confirm her identity.

Your practice has the patient's email address and phone number, and the patient's identity is confirmed when she responds to a message that the Patient Portal sends to the corresponding device.

 

When patients register for the Patient Portal on their own

When one of your patients searches the Internet for your practice, finds your website, and decides to register for the Patient Portal on their own (without an email invitation from your practice), no electronic link exists between the patient and your practice. The Patient Portal collects some initial information:

• Is this a patient or a patient's family member?
• Basic demographic information about the patient: first name, last name, gender, DOB, phone number, and email address.

The Patient Portal attempts to match this demographic information to existing patients at your practice by checking the first name, last name, gender, DOB, and either the phone number or email address. Even if this information matches one of your patients in athenaOne, the information constitutes only one factor of authentication, so the Patient Portal cannot tell the user whether it has confirmed that she is a patient at your practice.

 

Someone could fraudulently enter another person's first name, last name, gender, DOB, and phone number on the Patient Portal in an attempt to "phish" for PHI. The Patient Portal cannot reveal anything, including whether the named person is a patient at the practice, until there is a second factor of authentication, such as confirming the person's identity via phone or text message.

 

For this reason, the Patient Portal then asks the user to confirm his identity via phone or text message. After the user confirms his identity, the Patient Portal can safely indicate the user's next steps:

• If the user is an existing patient at your practice and enters the correct demographic information, the Patient Portal matches the user to a patient at your practice. This user sets a password and completes the Patient Portal registration without any issues.
• If the user is an existing patient at your practice but enters demographic information that does not match a patient record for your practice in athenaOne, a warning message instructs the user to call your office to resolve the problem. This user should not continue the Patient Portal registration process.
• If the user is a brand new patient, the demographic information she enters will not match any patient record for your practice in athenaOne. The Patient Portal prompts the user to select a provider and location, and then create a password. After the user does this, she is registered as a new patient at your practice, with the correct provider, department, and provider group; the user is also registered for the Patient Portal.
  Note: New patients who register for your practice on the Patient Portal appear on the Manage Prospective Patients page.

 

 

See whether patient email can receive emails

 

You can see a message on Quickview and Check-in if an email sent to your patient has bounced, meaning it wasn't delivered. This message appears in the Contact List and Details section:

• The message provides an opportunity for you to review the email address on file with the patient to ensure they are indeed getting email communication from your practice

• This message is informational and does not prevent you from completing Check-in or from making other updates to the patient's Quickview.

• When you change or remove an email address associated with a Patient Portal account, a pre-existing warning appears that states changing the email address for a patient with Patient Portal access requires the patient to register again with the new email address. This is a requirement for safety and compliance reasons.

• The need for your patient to re-register for the Patient Portal with the new email address is a pre-existing requirement, we're calling it out specifically to provide clarity that it is not new functionality related to this feature.

Note: Seeing this message appear doesn't block you from completing check-in

 

See that email sent to patient bounced

In Contact List section on Quickview and Check-in

A purple info icon appears next to the message. Under the email field, the message tells you that our records indicate a previous attempt to deliver an email to this email address did not go through. The email bounced.

 

Here's an at-a-glance example of the message appearing in the:

• Chart contact details row
  
  Here's a closer look
  

• Patient row (where the patient has a portal account)
  
  Here's a closer look
  

 

You should review this email address with the patient. If they want to change the email address on file, clicking on the email in the Contact List or the Edit link opens the edit workflow.

 

When you see this message, you are not prevented from leaving the email address as-is and proceeding with your Check-in workflow.

 

See message in edit patient contact details workflow

The purple info icon and message appear below the email field in the edit workflow. To change the email address on file, you can clear out the previous email and enter a new email.

 

However, this message does not prevent you from leaving the email address as is and proceeding with Check-in or making updates on the patient's Quickview.

 

If you see the message, you can:

• Leave the previous email as is
• Enter a new email,
• Check the no email box
  

 

Patient must re-register for Patient Portal message

The following image is an example of the email bounced message for an email with Patient Portal access.

When you go to the edit workflow and clear the previous email, a Patient Portal specific alert appears below the email field.

Note: When you change or remove an email address associated with a Patient Portal account, the following pre-existing warning appears. Changing the email address for a patient with Patient Portal access requires the patient to register again with the new email address. This is a requirement for safety and compliance reasons.

This is a pre-existing requirement, we're calling it out specifically to provide clarity that it is not new functionality related to this feature.

 

To edit the patient email, you can:

• Enter a new email — This option then brings you to the Patient Portal registration workflow because you need to re-register the new patient email with the Patient Portal.
• Check the no email box — This option removes Patient Portal access for the patient, as an email address is required for Patient Portal access
  

Note: When you check the No email box, the message changes to inform you that by not entering a new email, you're deleting the patient's Patient Portal account.

Frequently asked questions (FAQs)

Why does my patient need to register for the Patient Portal again?

For compliance reasons, when the email is changed for a patient with a Patient Portal account, the patient will need to re-register to the portal with the new email address. This is an existing and current requirement that is not new to this feature.

What type of emails does the email bounced message apply to?

The email bounced message (which appears with a purple info icon) only applies to patient emails and does not apply to other patient contact emails. We intend to have this feature support patient contact emails in a future release.

How do I proceed with Check-in when I see the alert?

Check-in can proceed as is. It is not mandatory to change the email address for the patient when you see the message about a bounced email. It is recommended to review the email address with your patient at the time of check-in to ensure the correct email is on file and patient can receive emails from your practice.

 

To view an audit history for Patient Portal accounts

 

From any patient-specific page that includes the Patient Actions Bar — such as the Appointment, Quickview, Check-in, and Patient Registration pages — you can view an audit history of all Patient Portal transactions for that patient, for example, who granted or deleted access to a Patient Portal user and the date of the transaction.

 

To display the Portal Access Audit History page: On the Patient Actions Bar, click Communicator, and then click Portal Access Audit History.

 

If you do not use the athenaCommunicator service, display the Portal Access Audit History page as follows: On the Patient Actions Bar, click Clinicals, and then click Portal Access Audit History.

 

In-office registration for the Patient Portal and the Patient Information Center

 

You can register patients and their family members for the Patient Portal or the Patient Information Center while the patient is in the office from the Quickview, Check-in, Checkout, and Patient Registration pages.

Note: The starting point for the registration workflow is slightly different on the Checkout and Patient Registration pages. The instructions on this page begin on the Quickview or Check-in page.

 

Important: To comply with the Children's Online Privacy Protection Act (COPPA), patients under the age of 13 cannot create self-registered Patient Portal accounts, and you cannot register or invite new Patient Portal users under the age of 13.

 

Practice users (including clinical providers) can register a patient or family member as follows:

• From a practice computer.
• From a kiosk (a desktop, laptop, or tablet computer set up for this task).
• Using the patient's smartphone (iPhone or Android device).
  Note: The smartphone option is not available when registering a patient for the Patient Information Center.
• By sending an invitation email to the patient's registered email address in athenaOne.

Practice users can register patients for the Patient Portal at any stage of the patient encounter. A dedicated practice user can also help patients register for the Patient Portal before check-in.

Important: Register your patients (or their family members) in the office to increase the likelihood that you will meet quality program measures.

 

Patients must have an email account to set up a Patient Portal account

 

E‑statement notifications, message notifications, and test result notifications are all sent to the patient via email. Patients will not know that they have a message waiting for them on the Patient Portal if they do not have an email account. The use of email helps ensure that the patient or family member receives proper notification from the practice.

 

 

To register for the Patient Portal using Quick Registration

 

Important: To comply with the Children's Online Privacy Protection Act (COPPA), patients under the age of 13 cannot create self-registered Patient Portal accounts, and you cannot register or invite new Patient Portal users under the age of 13.

 

You can use the Quick Registration functionality to allow patients and their family members to sign up for the Patient Portal from athenaOne.

 

Important: If a patient's family member is creating a Patient Portal account (for example, the parent of a young child), do not enter the family member's email address in the Portal email field for the patient. If the patient does not have an email address, select the No email option.

 

To start the Quick Registration process:

1. On the Quickview or Check-in page, scroll down to the Contact List & People with Portal Access section and click Add Contact Person and Grant Portal Access.
   The Add contact window opens.
2. Click The Patient or Not the Patient to indicate whether the Patient Portal account owner is the patient or another person (a family member or caregiver, for example). If the patient already has a Patient Portal account, these options do not appear; the new contact that you are creating is assumed to be "not the patient."
   Note: If your practice does not use family access, the Not the Patient option does not appear.
3. You can click Pre-fill fields using the chart contact details to fill in fields — such as address and phone number fields — that exist already in the patient chart. This option is especially useful for parents and guardians of minor children.
4. Contact person is the patient's — Specify the relationship of the new contact to the patient by selecting an option from the menu, for example, Mother, Spouse, Child, Grandparent, or Caretaker.
5. Email — Enter the email address for the patient or contact. You must enter an email address to create a Patient Portal account.
6. Legal first name — Enter the legal first name of the patient or contact.
7. Legal last name — Enter the legal last name of the patient or contact.
8. Contact type — Select Portal Access or NO portal Access.
9. The following field appears when you select Portal Access:
   Portal & messaging access level — Select Full Access or Billing Only.
   • Full Access — Patient Portal user has full access to a patient record that is not his own. Full access is used in a family access scenario, such as when a mother has a Patient Portal account and accesses her child's patient record. (The Patient Portal user does not need to be a patient at your practice.)
   • Billing Only — Patient Portal user has billing-only access to a patient record that is not her own. A Patient Portal user with billing-only access can see only billing information, not health information. An example of this type of access is when a parent is the Patient Portal user with billing-only access to the patient record of a 20-year-old child.
10. Mobile phone — Enter the mobile phone number of the patient or contact, or select the No mobile phone option.
11. Home phone — If you entered a mobile phone number, this field defaults to Same as mobile, but you can enter a different home phone number in this field.
    Note: If you selected the No mobile phone option in the Mobile phone field, you must enter a phone number in the Home phone field.
12. Work phone — You can enter a work phone number in this field, if you choose.
13. Address line 1 — Enter the first line of the contact's address. If you need a second line, use the Address line 2 field.
14. Zip — Enter the contact's 5-digit ZIP code. The ZIP code populates the City and State fields from the athenahealth ZIP code database. (If you find an error, please contact the CSC by selecting Support > Create Case or Call in the Main Menu.)
15. City — Enter the contact's city.
16. State — Enter the contact's state.
    Note: You can click the Verify address option below the State field to validate the address that you entered (you must first enter the address and either the ZIP code or the city and state).
17. After you enter all required contact information, click Save and Go To Portal Registration.
    The Choose Portal Registration Method window opens.
18. Click Register With This Computer.
    A message appears about your responsibility for verifying the patient's or family member's identity.
19. Click Continue.
20. You are logged out of athenaOne, and the Create new password page appears.
21. Allow the patient or family member to use the device that the practice user was using.
1. The patient or family member confirms the email address and types in a Patient Portal password on the Create new password page. This password must be 8-20 characters long and must have at least one uppercase letter, one lowercase letter, and one number or symbol.
2. The patient or family member checks the box to accept the Terms and Conditions and the Privacy Policy and then clicks Create account.
   The Patient Portal home page appears.
22. When the patient or family member signs out of the Patient Portal, the athenaOne login page appears.
23. You log back in to athenaOne and are returned to the Check-in workflow.

 

Register with Kiosk

 

You can set up a computer (desktop, laptop, or tablet) in your office to allow patients and family members to register for the Patient Portal or Patient Information Center while the patient is at the practice. From the Quickview or Check-in page, practice staff generate temporary passwords, which they give to the patient or family member; the patient enters this password on the login page set up on the kiosk computer to register for the Patient Portal or Patient Information Center. (These temporary passwords are case sensitive.)

Note: Generate temporary passwords while the patient is in the office, not over the phone.

 

Security measures for kiosk registration

 

To enhance the security of the kiosk workflow, athenahealth provides you with a unique URL, which enables an automatic timeout of a Patient Portal or Patient Information Center login after 3 minutes. Also, a large Signout button is displayed on the kiosk screen so that your patients and their family members can easily sign out after they register for the Patient Portal or Patient Information Center and explore it.

 

 

Setup instructions

 

To use the kiosk registration feature, you must set up a kiosk (desktop, laptop, or tablet computer) in your office and then call the CSC to enable this feature. After the CSC enables the feature for you:

1. Open a Web browser, such as Chrome or Safari, on the kiosk device, and enter one of the following URLs:
   • If your practice does not use the Communicator Brands feature, enter "https://CONTEXTID.portal.athenahealth.com/?section=kiosk", where CONTEXTID = your practice ID.
   • If your practice uses the Communicator Brands feature, enter
     "https://CONTEXTID-BRANDID.portal.athenahealth.com/?section=kiosk", where CONTEXTID = your practice ID and BRANDID = your brand ID.
     Note: To find your brand ID, display the Communicator Brands page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Communicator, click Brands.
2. Bookmark this URL, and make it the home page of the browser on the device.
3. Make sure that you turn the device on and open the browser every morning.

 

Starting the kiosk registration process

 

Important: When you start the kiosk registration process, advise patients that they must complete their registration and create a new password within 2 hours or the password will expire.

1. On your computer (not the kiosk device) display the Quickview or Check-in page for the patient.
2. On the Quickview or Check-in page, scroll down to the Contact Details & People with Portal Access section and click Add Contact Person and Grant Portal Access.
   The Add contact window opens.
3. Click The Patient or Not the Patient to indicate whether the Patient Portal or PIC account owner is the patient or another person (a family member or caregiver, for example). If the patient already has a Patient Portal account, these options do not appear; the new contact that you are creating is assumed to be "not the patient."
   Note: If your practice does not use family access, the Not the Patient option does not appear.
4. You can click Pre-fill fields using the chart contact details to fill in fields — such as address and phone number fields — that exist already in the patient chart. This option is especially useful for parents and guardians of minor children.
5. After you enter all required contact information, click Save and Go To Portal Registration.
   The Choose Portal Registration Method window opens.
6. Click Register With Kiosk.
   athenaOne generates a temporary password on your computer screen.
7. Write down this password and give it to the patient or family member (this password is case sensitive).
   Note: The temporary password that you generate for kiosk registration is valid for 2 hours.

 

Patient instructions

1. Go to the kiosk that's set up for Patient Portal or Patient Information Center registration.
2. On the landing page, tap .
3. Enter your email address and the temporary password given to you by the practice staff and then tap Log In.
4. On the Security update page, tap Continue.
   The Choose your security option page appears.
   Note: For detailed instructions about creating your account, see To create a new Patient Portal account from a notification email. The steps are summarized here.
5. Select your security option and then verify access to your patient record.
6. Create a permanent Patient Portal or Patient Information Center password.
1. Enter the temporary password in the Current password field.
2. Enter your permanent password in the New password fields.
   This password must be 8-20 characters long and must have at least one uppercase letter, one lowercase letter, and one number or symbol.
7. On the All set page, tap Continue.
   The Patient Portal or Patient Information Center home page appears. You are now registered.

 

 

Register with Smartphone

 

Important: To comply with the Children's Online Privacy Protection Act (COPPA), patients under the age of 13 cannot create self-registered Patient Portal accounts, and you cannot register or invite new Patient Portal users under the age of 13.

 

Patients and family members can sign up for the Patient Portal as part of the check-in process, as long as they have an email address and a smartphone (iPhone or Android device).

Note: This option is available only when registering for the Patient Portal; you cannot use a patient's smartphone to register for the Patient Information Center.

 

To start the mobile registration process

 

Important: When you start the mobile registration process, advise patients that they must complete their registration and create a new password within 6 hours or the temporary password will expire.

1. On the Quickview or Check-in page, scroll down to the Contact Details & People with Portal Access section and click Add Contact Person and Grant Portal Access.
   The Add contact window opens.
2. Click The Patient or Not the Patient to indicate whether the Patient Portal or PIC account owner is the patient or another person (a family member or caregiver, for example). If the patient already has a Patient Portal account, these options do not appear; the new contact that you are creating is assumed to be "not the patient."
   Note: If your practice does not use family access, the Not the Patient option does not appear.
3. You can click Pre-fill fields using the chart contact details to fill in fields — such as address and phone number fields — that exist already in the patient chart. This option is especially useful for parents and guardians of minor children.
4. After you enter all required contact information, click Save and Go To Portal Registration.
   The Choose Portal Registration Method window opens.
5. Click Register With Smartphone.
   After you click this button, athenaOne:
   • Sends a text message to the mobile phone number with a secure link to access the Patient Portal.
   • Generates a temporary password on your computer.
6. Write down the temporary password and give it to the patient or family member.
   Note: The temporary password that you generate for smartphone registration is valid for 6 hours.

 

Patient instructions

1. When you receive the text message, open it and then tap the link to the Patient Portal in the text message.
2. On the Patient Portal page, tap .
   
3. Enter your email address and the temporary password given to you by the practice staff and then tap Log In.
4. On the Security update page, tap Continue.
   The Choose your security option page appears.
   Note: For detailed instructions about creating your Patient Portal account, see To create a new Patient Portal account from a notification email. The steps are summarized here.
5. Select your security option and then verify access to your patient record.
6. Create a permanent Patient Portal password. Enter the temporary password in the Current password field and then enter your permanent password in the New password fields.
   This password must be 8-20 characters long and must have at least one uppercase letter, one lowercase letter, and one number or symbol.
7. On the All set page, tap Continue.
   The mobile Patient Portal home page appears. You are now registered for the Patient Portal.

 

 

To send a Patient Portal email invitation during Intake or Exam

 

During a patient encounter, you can send an email invitation for the Patient Portal or Patient Information Center on the Intake and Exam tabs.

1. In the banner at the top of the Intake and Exam page, click Manage Portal Account.
   The Register Patient or Register Family Member page appears.
2. Confirm or enter the email address, home phone number, and mobile phone number for the patient.
3. Click Send Email Invitation.
   The patient will receive an email containing the Patient Portal or Patient Information Center registration link at the email address given during registration.

This feature applies to you if your practice DOES NOT have:

• athenaCommunicator
• The Patient Portal or Patient Information Center (PIC) enabled 

This features helps practices that DO NOT use a Patient Portal or PIC understand and use the contact information of patients and their contact people.

Note: If your practice has multiple brands, you may see different versions of the Contact details section on Quickview and Check-in when logging into different departments because the Patient Portal or PIC may be enabled in one brand and not in another brand. The Contact list and details section appears differently based on availability of the Patient Portal or PIC. There is additional functionality available for brands with enabled Patient Portal or PIC.

Benefits

 

• See contact information in a way that clearly identifies who it belongs to in the Contact List & Details section.
• View more detailed contact information for the patient's family members.
• Select if you’re adding contact information for The Patient or Not the Patient (like a parent, guardian, or caregiver) in the Add Contact window.
• Click the More Actions downward arrow to Remove contact.

• Assign a primary contact for the patient.

• Indicate a primary phone number.

• See an audit history of changes to the Contact List.

Overview

 

You can add contact people for a patient with clearly identified contact information. We added this ability because you requested it. Keep those suggestions coming!

 

You can see precisely whom you're contacting when you view a phone number, email address, and home address associated with the patient, or one of their contact people, on the Quickview and Check-in pages.

 

To access the section on the Quickview and Check-in pages, scroll down the page to the Contact List & Details section.

 

Here's a closer look

The header row shows which types of contact information appear in each column.

User access and permissions

 

To use this feature, you must have:

• Access to the Quickview page. (You'll see a read-only version if you don't have edit permissions.)
• Access to the Check-in page.

To access the Contact List Audit History page, you must have the Register New Patient permission.

What’s available in the Contact List & Details section

 

You can capture, track, view, and use more detailed patient contact information in the Contact List & Details section of the Quickview and Check-in pages.

 

Note: If the patient is the primary contact person, the patient info is on the topmost row.

 

You can see the following patient contact details and demographic information appear in the at a glance view. The header row indicates the type of contact information in each column:

• Name
• Relationship to patient
• Phone number (Home, Mobile, and Work)
• Address
• Email address

 

Contacts created on a patient's Quickview or Check-in via the Contact List & Details section appear on the payment plan workflow. These contacts are available as options to choose from in order to obtain digital consent for credit card payment plans.

Clearly see when required contact information is missing

 

When there is missing contact information for any row in the Contact List & Details section, you'll see it clearly identified. For example, when the row is missing an email address, the text "No email" appears in the Email column.

 

Tip: When you click the message and warning icon, the Chart contact details window appears displaying the cursor in the selected field for quick editing. The only field that isn't automatically displayed is the Consent field because there is no text box for the cursor to jump to.

Working in the Contact List & Details section

Primary contact

You can identify and select the person that the primary contact information on the patient’s chart belongs to. A pin icon indicates:

• That the patient is the primary contact.

• Which phone numbers and addresses are on the patient's chart.

The primary contact can be:

 

The patient

• When the primary contact is the patient, you can hover over the pin icon to display a specific message with additional information.
  
  

Not the patient (family member, guardian, or caregiver)

• When the primary contact is not the patient, you can hover over the pin icon to display a message with additional information.

 

The primary contact appears at the top row of the contact people and details window:

• Chart contact details that are identified as The Patient — the mobile phone, home phone, home address, and email address info are synced to the patient chart.
• A contact person that is Not the patient — only the mobile phone, home phone, and home address are synced to the patient chart. The email address is not synced.

If the contact person is also a registered patient at your practice :

• See their patient identification number next to their name clearly marked as Patient ID. Click the patient ID link to display the patient Quickview page.
• Edit their contact details on their own patient Quickview page.
  

 

If the contact person is not a registered patientat your practice, click Edit to change their contact information.

 

Direct edit feature

 

You can directly edit contact information in the at glance details of the Contact List & Details section.

 

When you hover over certain contact details, you'll notice an edit icon appear. Click the edit icon for your cursor to insert directly into that field of the edit window for immediate typing.

 

The direct edit feature is enabled for the following contact details:

• Phone
  • Home
  • Mobile
  • Work
• Address
• Email address
  

 

When there's no information in one of the fields, the field displays that there is no information. For example, if there is no address associated with the person the field says No address. Hover over the field to display the direct edit icon.

 

When you click the direct edit icon, the person's contact details window appears automatically display on the field that you selected. The cursor automatically selects the text box and you can immediately start entering information.

 

Edit a contact person's Quickview when the contact is a registered patient.

 

Important: If the contact person is also a registered patient at your practice, the Edit on [contact person first name] Quickview link appears instead of the direct edit icon.

 

To use the direct edit feature to display the Quickview of a registered patient from a patient Quickview that they're listed as a contact person for:

1. Hover over the field you want edit.
2. Click Edit on [contact person first name] Quickview.
   The patient's Quickview page appears.
3. In the Contact List & Details section, click Edit.
   The Edit window appears.
4. Edit the contact information as needed.
5. Click Save.
   You'll remain on that patient's Quickview. To display the previous patient's Quickview, search for that patient per your usual workflows.

 

Chart contact details

 

If there is no identified primary contact, Chart contact details appears with the contact information associated with the patient’s chart. A chart icon also appears to signify that there is no primary contact set.

The following two images are examples of:

• Only the Chart contact details row with no contact people added.
  
• The Chart contact details row and a second row for a contact person.

A chart icon indicates which phone numbers and addresses are on the patient's chart.

 

Tip: Hover over the chart icon to display a specific message when no primary contact is associated to the chart contact details.

 

Set patient as primary contact

 

We’re accelerating the workflow for setting chart contact details as belonging to the patient.

 

When there is no identified primary contact, the Chart contact details heading is displayed with a chart icon in the top row of the Contact List & Details section.

 

To make the patient the primary contact:

1. From the Contact List & Details section, ensure that the heading appears as Chart contact details.
   If there are no contact people associated with the contact information, the Set As Patient button appears.
2. Click Set As Patient to set the chart contact details as belonging to the patient.
   The Set patient details window appears.
3. Notice how the fields of the Set patient details window automatically fill with the existing chart contact details.
4. Email — Enter an email for the patient.
   
5. Click Update Primary Contact
   The Contact List & Details appears with a pin icon in the top row, next to the primary contact's name.

 

Add a new Contact Person

.

1. Click Add Contact Person to add a contact person.
   A window appears.
   
2. Select The Patient or Not the Patient to indicate if the contact is the patient themself or a family member. The default selection is The Patient.
   You can see a confirmation of the type of contact person you’re adding at the top of the Add contact window, and change it if necessary.
   
3. Fill out the required fields.
   

4. Click Save.

   
   

Important:

• For patients under 13, the default is Not the patient.
• For patients between 13 to 18 (age of majority) there is no default selection.

 

Fields that appear in the Add Contact window

 

Depending on your selection of The Patient or Not the Patient, the following contact information fields appear in the Add Contact window. A required field is marked on the left side with a blue strip.

The Patient

• Email —ؙ Required. Check the No email box to skip this field.
• Mobile phone — Required if mobile phone is selected for Primary phone. Check the No mobile phone box to skip this field.
• Consent to receive automated — Required if there is a mobile phone listed. A Calls field appears with Yes or No options. Check the No mobile phone box to skip this field or mark Home phone as the Primary phone.
• Home phone — Optional or Required depending on your practice’s specific settings. However, this is required if Home phone is the Primary phone. Leave the field empty for “Same as mobile” to appear.
• Work phone — Optional or Required depending on your practice’s specific settings. However, this is required if Work phone is the Primary phone.
• Primary phone — Select either Mobile phone, Home phone, or Work phone. The Primary phone flag icon appears next to the selection’s corresponding field.
• Address line 1 — Optional or Required depending on your practice’s specific settings.
• Address line 2 — Optional or Required depending on your practice’s specific settings.
• ZIP code — Optional or Required depending on your practice’s specific settings.
• City — Optional or Required depending on your practice’s specific settings.
• State — Optional or Required depending on your practice’s specific settings.

 

Not the Patient

• Email — Required.
• Mobile phone — Required. Check the No mobile phone box to skip this field.
• Home phone — Optional or Required depending on your practice’s specific settings. Howeve, this field is required if you check the No mobile phone box. Leave the field empty for “Same as mobile” to appear.
• Work phone — Optional or Required depending on your practice’s specific settings.
• Address line 1 — Optional or Required depending on your practice’s specific settings.
• Address line 2 — Optional or Required depending on your practice’s specific settings.
• ZIP code — Optional or Required depending on your practice’s specific settings.
• City — Optional or Required depending on your practice’s specific settings.
• State — Optional or Required depending on your practice’s specific settings.

 

Set primary contact

 

You’ll only see this option when the primary contact is not the patient. The Set Primary Contact option does not appear when the patient is listed in the top contact row. It is an option under the following circumstances:

1. The top row is only Chart contact details
2. There is at least one other contact person listed in the section

You can click Set Primary Contact to make another person the primary contact.

 

The Set Primary Contact window appears when you click Set Primary Contact.

 

Once you indicate the new primary contact’s consent to calls and select a preferred contact method, click Set Primary Contact.

 

Note: If there is more than one contact person, you're prompted to select the intended primary contact.

 

Set primary contact — when required information is missing

A message appears if you click Set Primary Contact but the contact person has missing contact details. Click Go to Edit Contact Details to add the missing information and make that contact person the primary contact.

 

Pre-fill Add contact window fields using existing chart contact details

 

You can click Pre-fill fields using the chart contact details as an accelerator for entering contact information for the chart contact details. The window has two versions:

• Not the patient
  

• The Patient

The Add contact window auto-fills with the existing chart contact details.

The following fields fill in when you click Pre-fill fields using the chart contact details:

• Email
• Phone (Mobile, Home, Work)
• Address

 

Note: When the contact person you're adding is Not the Patient, you must select the Contact person is the patient’s field manually. To complete this field, select the contact person’s relation to the patient.

 

Click Save to add the new contact.

 

For underage patients

 

When you add a contact, the next screen depends on the age of the patient:

• For patients between the ages of 13 and 18, you see a step to select either The Patient or Not the Patient.
• For patients under 13 years old, the Add contact window defaults to Not the Patient.

When you click Add Contact Person for a patient that is under 13 years old, the Add contact window appears with a message stating that the patient is under 13 years old and cannot be the primary contact. This message appears if you choose The Patient option.

 

From here you can:

• Select Not the Patient if the contact person is not actually the patient. You can also make them the primary contact for the patient.
  
• Alternatively, click edit the chart contact details to revise any patient demographic information once the Chart contact details window appears.
  

Primary phone number flag

 

You can choose a primary phone number to contact for the patient.

 

After entering and selecting the primary phone, you’ll see a flag icon appear next to the primary phone number type.

You can select the Primary phone when you add or edit the primary contact.

 

Note: If Mail was previously indicated as the preferred contact method, the athenaOne system defaults the Primary phone field to the home phone number.

 

Tip: Click the flag icon to view a message about the field.

Click Save to close the window and see the flag appear next to that contact information.

Note: The Save button isn’t only related to the primary phone flag. It saves all entries in the patient’s contact details.

When you add a new primary contact, the mobile phone defaults to the Primary phone. After you select a Primary phone option, the flag icon that indicates a primary phone number appears next to the corresponding phone field and the Primary phone field becomes a required field.

 

If there is no home phone number entered for the primary contact, placeholder text appears in the Home phone field that says "Same as mobile." Once you click Save, the athenaOne system automatically copies the mobile phone number you entered into the Mobile phone field and enters it in the Home phone field.

• We did this to save you time and effort when entering contact details for a primary contact that only has a mobile phone number.
• You can also click Copy from mobile to make the home phone number the same as the mobile phone number if the person does not have a home phone but your practice requires a home phone.
  

 

Address entry and verification

 

When you enter the zip code, the city and state are automatically filled in.

 

You can also move quicker through address entry due to the auto-complete feature.

 

If you type the starting numbers of the address, pre-fill options appear for you to choose from. After your selection, all applicable address fields automatically fill in.

 

Click Verify address, which confirms the entered address is correct. If incorrect, the link provides options for verified addresses.

Choose the applicable residential address from the results that appear in the same window.

If the address cannot be found, a message appears.

 

Add foreign addresses when you add or edit contact details or contact people

 

Important: The Country field only displays if the "Foreign Patient Addresses" feature is enabled for your practice. If you need the Country field, contact the CSC by selecting Support > Create Case or Call in the Main Menu to request it.

 

You can add foreign addresses when you add or edit contact information in the Contact List & Details section.

Note: You can select the patient's country when you add or edit chart contact details and contact people.

 

Some countries have an address format that differs from the U.S. default of address, city, state, and ZIP code. The athenaOne system automatically formats foreign mailing addresses according to the country's specifications for all claims, bills, statements, and other correspondence.

 

There are differences in user experience when you enter foreign address:

• The country appears in the address field of the Contact List & Details section's at a glance details.

• The State field is the State and province field.

  Note: This field is a free text field.

  
  

• The Zip code field is the Postal code field.
  

For more information on the Country field and entering foreign addresses, please see the Quickview article in O-help; Once there, please see the Country row of the field reference table.

 

More actions menu

 

Click the More actions link to select the Remove contact option.

 

If the primary contact is not the patient, the Replace Primary Contact option also appears in the More actions menu.

 

Remove and replace workflows

 

Replace primary contact

When there is a set primary contact, the Replace Primary Contact option appears in the more actions menu.

 

After you add another contact person or if there are existing contact people associated with the patient, click Replace Primary Contact to make the new or existing contact person the primary contact.

A message appears at the top of the Replace Chart Contact Details window that explains what occurs in the window. Select the primary contact that is replacing the primary contact.

 

After you consent to texts and select a primary phone, click Replace Primary Contact.

 

Remove and replace primary contact

 

For a primary contact, when you click Remove Contact, the guided workflow for the Replace Primary Contact feature appears on the Remove Contact window.

 

The Remove Contact window appears

You can either:

• Select the new primary contact from the contact people options.
• Click Remove without replacing.
  

If you choose to Remove without replacing, the Contact List & Details section appears with Chart contact details in the top row.

 

If you choose a new primary contact, the Remove Contact window displays the New Primary Contact section. Ensure required fields are filled in. Then, click Remove and Replace Primary Contact.

 

Set a person with missing contact information as primary contact

 

Important: A contact person must have all the required contact details to be set as the primary contact.

 

In the More actions menu, click Replace Primary Contact.

The Replace Primary Contact window appears.

 

After selecting the intended primary contact, notice a message appear warning you that they're missing either one or many required fields.

 

Click Go to Edit Contact Details for their contact details window to appear for you to enter the missing contact information and make them the primary contact.

 

See message when the intended new primary contact has identical contact information with the primary contact

 

A primary contact cannot have identical information as another primary contact.

 

When you click Replace Primary Contact, the warning message appears informing you that the action cannot be completed and the Replace Primary Contact feature is unavailable.

 

Contact List Audit History

 

Note: You must have the Register New Patient permission to access this page.

 

To display the Contact List Audit History page:

On the Patient Actions Bar, click Registration, and then click Contact List Audit History.

 

The Contact List Audit History page shows you a detailed history of all changes made to a patient’s Contact List and Contact information, including:

• New contact information added
• Contact information that has been edited
• Contacts and Contact information that have been deleted

 

The Contact List Audit History shows the changes grouped under each Contact name.

 

For each Contact, you can see details for each change made to that Contact:

• Username of the practice user who made the change
• Date and time when the change was made
• Old value and new value for the field that was changed