Instructional Message Mapping

athenaCommunicator

This page allows you to map instructional messages to appointment types. For example, you can map the New Patient appointment type to a message instructing patients to arrive 30 minutes early to fill out paperwork. You can use the Instructional Message Mapping page to map messages at the practice, department, or provider level.

 

On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Message Mapping

 

Practices with athenaCollector but not athenaCommunicator:

On the Main Menu, click Settings > Schedule. In the left menu, under Practice Links — Communicator, click Instructional Message Mapping

 

 

 

To view this page (read-only access), you must have the Patient Messaging: ReminderCall permission. To edit this page, you must have one of these permissions:

 

 

 

The default instructional message is used for any appointment type that does not have a specific instructional message mapped to it. You can configure the default instructional message only at the practice level.

Note: You can also configure the default instructional message on the ReminderCall Settings page.

  1. Display the Instructional Message Mapping page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Message Mapping.

    The Instructional Message Mapping page opens, with the practice-wide settings displayed.
  2. Click Edit. The Edit Instructional Messages for Practice view appears.
  3. In the Default Instructional Message area, select the Use custom settings option, and then click the down arrow to select a message from the list.
  4. After you select the default instructional message from the list, click Save.

ReminderCall uses this instructional message for any appointment type that does not have a specific message mapped to it.

 

 

 

On the Instructional Message Mapping page, you can map instructional messages to appointment types at the practice level. These mappings are used for all ReminderCall messages for your practice. However, you can create exceptions to the default mappings by creating custom mappings at the department and provider levels.

Note: You can also map the default instructional message at the practice level on the ReminderCall Settings page.

 

In the following example, you want to send no instructional messages to patients with the appointment type Surgery.

  1. Display the Instructional Message Mapping page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Message Mapping.

    The Instructional Message Mapping page opens, with the practice-wide settings displayed.
  2. Click Edit. The Edit Instructional Messages for Practice view appears.
  3. In the Custom Instructional Messages By Appointment Type area, select the Create custom settings option, and then click the down arrow to display the list of messages.
  4. Select a message from the list.

    The instructional message (in this example, "No Message") appears on the left side of the window, and the list of appointment types appears.
  5. Select one or more appointment types from the list. The appointment types (in this example, "Surgery (60 min)") appear in the Selected box.
  6. To configure other instructional message mappings, you can click the down arrow next to "Map new instructional message" and then select another message from the list.
  7. Click Save.

    The mapping that you created (no ReminderCall messages for Surgery appointments) now appears in the practice settings.

You can create other practice-level message mappings. You can also create exceptions to the practice mappings (custom settings) for one or more departments or one or more providers.

 

 

 

On the Instructional Message Mapping page, you can map instructional messages to appointment types at the department level. Use these instructions to create an exception to the practice-level mapping for an appointment type.

 

In the following example, the practice-level setting for the appointment type Surgery is to send no ReminderCall messages. However, the Central City Outpt and Central City Surgery departments want to enable instructional messages for patients with the appointment type Surgery.

  1. Display the Instructional Message Mapping page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Message Mapping.

    The Instructional Message Mapping page opens, with the practice-wide settings displayed.
  2. Filter by — Select Department from the menu, and then select the appropriate departments (in this example, Central City Outpt and Central City Surgery) from the list.
  3. Click Filter. The instructional message mappings for the first department that you selected (Central City Outpt) appear.

    Note: To view the settings for another selected department, click the department name on the left side of the page.
  4. Click Use custom settings. The list of appointment types appears. In the list, the instructional message "No Message" is selected for the appointment type Surgery (60 min).
  5. Deselect the Surgery (60 min) appointment type and then click Save.

    The Surgery (60 min) appointment type no longer appears in the Selected box.
  6. To view the instructional message mappings for a different group of departments or providers, click the cancel icon to the right of the Filter by menu. You can then reset your filter options.

 

 

On the Instructional Message Mapping page, you can map instructional messages to appointment types at the provider level. Use these instructions to create an exception to the department-level mapping for an appointment type.

 

In the following example, the department-level instructional message is for all patients to arrive 15 minutes before their appointments. Two providers want to instruct new patients to arrive 30 minutes before their appointments.

  1. Display the Instructional Message Mapping page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Message Mapping.
    The Instructional Message Mapping page opens, with the practice-wide settings displayed.
  2. Filter by — Select Provider from the menu, and then select one or more providers from the list.
  3. Click Filter. The instructional message mappings for the first provider that you selected appear.
    Note: These settings apply to the provider in the first selected department only. If this provider appears in other departments, the settings for the provider in other departments may be different.
  4. To view the settings for the first selected provider in a different department, or to view the settings for another selected provider, click the provider name on the left side of the page.
  5. Select the Use custom settings option, and then click the down arrow next to "Map new instructional message."
    The list of messages appears.
  6. Select the "30 Minute New Patient All Meds w/bottles" message from the list. From the list of appointment types that appears when you select this message, select "New Patient Appointment (30 min)."
  7. Click Save. The new mapping for the two providers appears.
  8. To view the instructional message mappings for a different group of providers or departments, click the cancel icon to the right of the Filter by menu. You can then reset your filter options.

 

 

 

The list of instructional messages that you can select on the Instructional Message Mapping page appears on the Instructional Messages page; you can create, edit, and delete instructional messages on that page. (On the Instructional Message Mapping page, you can click Library to display the Instructional Messages page.)

 

When you use ReminderCall to send appointment reminder messages to your patients, you can include an instructional message that tells patients how to prepare for their appointments. The instructional message follows the greeting and appointment reminder. Patients hear this message after they press 1 to confirm their appointment during the automated appointment reminder call, and they can see the message when they view the appointment reminder on the Patient Portal. Patients will also hear the instructional message when the phone call reminder goes to voicemail.

 

When you open the Instructional Message Mapping page, the practice-wide settings appear on the right side of the page. The left side of the page displays the practice name, brand names (if you use the Communicator Brands feature), department names, and provider names.

  • Department names appear under brand names (if you use brands)
  • Provider names appear under department names (expand the department name to display the provider names)

Click a department or provider name on the left side of the page to display its settings on the right side of the page.

 

 

You can use the Filter by menu on the left side of the page to display these filter options:

  • Department — Use this option to select multiple departments. If your practice uses Communicator Brands, click the plus sign next to the brand name to display the list of departments.
  • Provider — Use this option to select multiple providers.

After you select the departments or providers, click Filter to create the filtered list of items on the left.

 

 

 

On the left side of the page, providers are listed under departments.

  • If your practice uses the Provider Drop-downs feature — Providers are listed according to the mapping on the Provider Drop-Downs page.
  • If your practice does not use the Provider Drop-downs feature — Providers are listed based on their scheduling history. For example, if a patient has been scheduled with Dr. Smith in the Rome office, Dr. Smith appears under the Rome office.

 

 

If a department or provider has custom instructional message mapping settings, a star appears next to the department or provider name.

  • For a department, custom settings are settings that differ from the practice settings.
  • For a provider, custom settings are settings that differ from the department settings.

 

 

Superusers in your practice can determine what permissions to grant to other users at your practice.

 

The Patient Messaging: ReminderCall permission gives read-only access to the ReminderCall Settings, GroupCall Settings, Greetings, Instructional Message Mapping, Instructional Messages, and ResultsCall Settings pages. You can combine the Patient Messaging: ReminderCall permission with the read-write permissions, for example,

Note: If a user has one of the limited read/write permissions but does not have the Patient Messaging: ReminderCall permission, that user can edit the page specified by the read/write permission but cannot see the links to the other pages in the Task Bar. For example, if a user has the Communicator Admin: Instructional Message Mapping permission but not the Patient Messaging: ReminderCall permission, that user can edit the Instructional Message Mapping page and the ReminderCall Settings page (default practice-level instructional message only), but cannot see links to the Greetings, GroupCall Settings, Instructional Messages, or ResultsCall Settings pagesin the Task Bar.

 

Local roles

We recommend that large and enterprise organizations use local roles to simplify the management of user permissions in general. For the ReminderCall, ResultsCall, GroupCall, Greetings, and Instructional Messages settings pages, you can add one or more limited Communicator Admin permissions to a role. For example, if you want a user to edit settings for instructional messages only, you can remove the Communicator Admin permission and add the Communicator Admin: Instructional Messages permission to the local role for that user.

 

 

 

The steps for mapping instructional messages to appointments are:

  1. Configure your default practice-wide instructional message.

    You can configure the default instructional message only at the practice level.
  2. Map instructional messages to appointment types at the practice level.
  3. Map instructional messages to appointment types at the department level.

    If you do not map instructional messages at the department level, ReminderCall uses the instructional message mappings configured for the practice.
  4. Map instructional messages to appointment types at the provider level.

    If you do not map instructional messages at the provider level, ReminderCall uses the instructional message mappings configured for the department that includes the provider.

    Note: If a provider is included in more than one department and has no custom instructional message mappings, ReminderCall uses the mappings configured for each department that includes this provider.

You can edit mappings for individual departments and providers as necessary.

 

 

 

Dr. Tester, a provider at 7 Hills Medical Group, wants to modify his instructional message for patients who require lab work. He wants to tell them to fast for 12 hours before their scheduled appointment.

  1. Dr. Tester displays the Instructional Message Mapping page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Message Mapping.
    The Instructional Message Mapping page opens, with the practice-wide settings displayed.
  2. He uses the Filter by menu to locate his name and clicks Filter.
    The settings for Dr. Tester appear.
  3. Dr. Tester clicks Edit to add the instructional message to his settings.
  4. He clicks Create custom settings to add the fasting message for his patients who require lab work. He then clicks the down arrow next to "Map new instructional message."
  5. From the list of messages, Dr. Tester selects the fasting message, after which he is prompted to select the appointment types to apply the message to.
  6. He selects the "Lab Work (15 min)" appointment type, and then clicks Save to save his changes.
  7. Dr. Tester now sees that the fasting message is applied to his Lab Work appointment types.

 

 

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