Instructional Messages

athenaCommunicator

This page displays the complete list of instructional messages for ReminderCall and allows you to add, edit, and delete instructional messages. New and edited messages are professionally recorded in a studio by our professional voice talent. The default instructional messages provided by athenahealth cannot be edited or deleted.

 

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

 

Practices with athenaCollector but not athenaCommunicator:

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

 

 

 

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:

 

 

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

    Note: If your practice uses athenaCollector but not athenaCommunicator, you can access this page as follows: On the Main Menu, click Settings > Schedule. In the left menu, under Practice Links — Communicator, click Instructional Messages.
  2. Click Create New. Additional fields appear.
  3. Name — Enter a name for the new message (30 characters maximum) that briefly and clearly describes the contents of the message, for example, "New patient instructions" or "Colonoscopy prep instructions."
  4. Text toggle — Toggle this field on if you want to include instructions via text. You can include English text, Spanish text, or both.
  5. Call toggle — Toggle this field on if you want to include instructions via phone call. You can include English text, Spanish text, or both. The text you provide here is processed via text-to-speech. Recipients will heard audio of the text you provide in these fields.
  6. Email toggle — Toggle this field on if you want to include instructions via email. You can include English text, Spanish text, or both.
  7. Click Submit.

After you submit a new instructional message, the recorded message should be available in 10 to 15 business days (a status of "Submitted" appears only when the message is with our vendor). After the audio file is "live," you can map it to the relevant appointment types on the Instructional Message Mapping page.

 

 

 

You can edit only the instructional messages that you created. The default instructional messages provided by athenahealth cannot be edited or deleted.

  1. Display the Instructional Messages page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Messages.
  2. Locate the message in the list and click the three-dot menu in the Actions column. Click Edit.
    The message details appear.
  3. Make your edits and click Submit.

 

 

You can delete only the instructional messages that you created. The default instructional messages provided by athenahealth cannot be edited or deleted.

  1. Display the Instructional Messages page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — Greetings and Instructional Messages, click Instructional Messages.
  2. Locate the message in the list and click the three-dot menu in the Actions column. Click Delete.
    • If no appointment types are mapped to the message on the Instructional Message Mapping page, the message is deleted immediately.
    • If one or more appointment types are mapped to the message on the Instructional Message Mapping page, a warning message appears. You can click OK to delete the instructional message, or you can click Cancel to keep it.

To display messages that you deleted, click View deleted at the top of the page. Next to a deleted messages, you can click Restore from the three-dot Actions menu to make the message available again.

 

 

 

 

The messages on the Instructional Messages page appear in the list of instructional messages that you can select on the Instructional Message Mapping 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. If the phone call reminder is not answered, the instructional message goes to voicemail. Patients can also see this message when they view the appointment reminder on the Patient Portal.

 

You can include Text-to-Speech content when

  • Editing an instructional message that includes an existing professional recording. Editing this type of call message with Text-to-Speech replaces both the English and Spanish professional voice recordings.

  • Editing an instructional message that does not include an existing professional recording

  • Creating a new instructional message

If you would like to listen to a previous recording, you can click on the play icon in the Professional Voice Recordings from the Edit Instructional message screen. You can also enable or disable a Spanish voice recording if a Spanish voice recording was originally available.

 

 

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.

 

 

 

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