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Setting up Reminder Call Settings

A step-by-step guide to set up reminder calls through Athena



  1. Go to athenanet.athenahealth.com

  2. Click on the "Gear" icon in the main toolbar

  3. Click on "Communicator"

  4. Click on "Instructional Messages" in the Communicator Admin Bar

    This section allows you to edit any of your custom messages or create a new message.

    Click on Instructional Messages

  5. Click the "Create New" button on the right of the screen

    For this example, I will have you create a new message. If you want to edit an existing message, you can follow the same steps.

    Click Create New

  6. Start creating your new text or edit old messages

    First, name your new instructional message. We recommend defining a naming convention to use for all instructional messages. For example, appointment type followed by what’s stated in the message (i.e. 15 minutes: meds, insurance, parking).

    Second, check off the reminder messages you want to use. You have the option of text, call, and/or email. All of the reminders can be sent in Spanish as well, but you must input the translated text yourself.

    Lastly, click "Save."

    Start creating your new text or edit old messages

  7. Click "Instructional Message Mapping"  in the Communicator Admin Bar

    This step will allow you to set your default instructional messages, as well as map custom instructional messages to selected appointment types.

    Click Instructional Message Mapping

  8. Click on the specific department you want to start with.

    If you see a blue star near one of your departments, that means there is already a custom edit made for that department.

    Click on the specific department you want to start mapping your instructional messages to appointment types

  9. Once you click on the department you want to edit, click the "Edit" button under the "Filter" dropdown.

    Once you click on the department you want to edit, click the Edit button on top to the page

  10. Click "Use custom settings"

    Then, select "Map new instructional message" and choose the instructional message you want.

    Now, check the appointment types you want to be mapped to that specific instructional message

    You can add as many instructional messages as you want, but make sure to map each appointment type to only one message.

    Do not forget to hit "Save" when you're done!

    Select Use Custom Settings

  11. Next, visit "Greetings" in the Communicator Admin Bar

    This is where you'll set up your greetings, the messages that begin all outgoing calls to patients.

    Next Click onto Greetings

  12. Click on the department you want to edit

    If you see a blue star near one of your departments that means there is already a custom edit made


    Click on the department you want to edit

  13. Once you've selected the department, click one of the four available options

    Your options here are:

    • Remove (department name) from the greetings list: This will not state your department in the phone call
    • Use (department name) greeting: This will state your department name
    • Use custom greeting: Create your own greeting and include your address
    • User Prior greeting: Choose a greeting you've already created
    After each custom build, you must choose the hyperlink labeled "Listen." If this is not done, then the messages will not be sent out properly!

    The effective date of the greeting will always be the following business day.

    Do not forget to "Save" your work.

    Click one of the four options

  14. If you want to take "Greetings" a step further, include the provider's name as well 


    To do this:
    • Click on the dropdown arrow
    • Click on the provider
    • Choose "Use Custom Greeting"
    • Choose "Create"
    • Decide if you want the name of the provider and the address sent out to the patients
    After each custom build, you must choose the hyperlink labeled "Listen." If this is not done, then the messages will not be sent out properly!

    Do not forget to "Save" your work.

    If you want to take this a step further, you can click the drop down arrow to have the message state the providers name when phone calls are made

  15. Click on "ReminderCall Settings"

     

  16. Click on the department you want to edit

    If you see a blue star near one of your departments that means there is already a custom edit made.

    Click on the department you want to edit
  17. Click on "Edit"

    Click on Edit
  18. Edit Settings for Department - General
    Click, "Use custom settings."

    Message Content:     If you want the appointment time included, click Include appointment time.

    Default patient area code:     If a patient's phone number was entered without an area code, the default patient area code will be determined based on the location of your practice. We recommend collecting full ten-digit phone numbers from all patients.

    Multiple Appointments:     If you are utilizing MRS (Multi Resource Scheduling) you want to use this check box and use the drop-down to the department.

    Advanced Settings:
    Here, you can activate providers by default, send messages for frozen appointments, and choose to offer calls in Spanish. (Note: Spanish greetings should be unchecked if you do not have Spanish checked in your Instructional Messages.) 

    Edit Settings for Department - General
  19. Edit Settings for Department - Appointment Types
    Select "Use Custom settings."

    Send Appointment Reminders: If you want to utilize all appointment types, choose "All appointment types." If you want to disable any appointment type, choose "Disable selected" and select the appointment types you do not want to utilize.

    Edit Settings for Department - Appointment Types
  20. Default Instructional Message - Calls
    Choose, "Use Custom settings."

    Phone calls: Decide whether to enable phone calls.
    Keypad Input: You can have patients Press 1 to confirm and/or Press 2 to reschedule.
    Days to call: Select the days you want phone calls to be sent.
    Message Window: Choose the timeframes you want phone calls to happen within.
    Main Call: It is Athena's best practice to have phone calls go out 2 days before the appointment, but you can change this. You can also select if you want to call the mobile number first and if you want Athena to call the patient prior to the first drop-down.
    Transfers: If you are utilizing Athena's live operators, you can choose this option to
    allow any rescheduled patients to be sent over to your practice. Be sure to enter the transfer phone number and hours of operation. If you don't want transfers, select "Do not allow transfers."

    If "Allow transfers to live operators" is enabled, then patients are prompted to press 2 to reschedule. If disabled, then patients are prompted to press 2 to request a reschedule. Upon pressing 2, patients are told to contact the office during normal business hours to reschedule their appointment.

    At least 4 days must be available for making calls. Live operators are not available on Saturday or Sunday.

    If transfers to live operators is selected, the transfer window will match the message window.

    If transfers to practice is selected, the transfer window may be shorter than the message window.

    Note: The message window and transfer window start times should always be the same.

    Default Instructional Message - Calls
  21. Default Instructional Message - Emails
    Select "Use Custom settings."

    Emails: You can enable emails here.
    First Attempt: Choose between every day or weekdays only.
    Main Email: Choose between 1-7 days before the appointment. If you want to add sending out an earlier email, select "Add early email" and choose the number of days before the appointment you want the email sent.
    Message Window: Choose the time slots you want emails sent within.

    Default Instructional Message - Emails
  22. Default Instructional Message - Text Messages
    Select "Use Custom settings."

    Text Messages: You can enable text messages.
    First Attempt: You can choose between every day or weekdays only.
    Text Lead Time: Choose between 24-120 hours prior to the appointment.
    Message Window: Choose the time slots you want text messages sent.
    Cancellation: You can choose to allow cancellations via text messages. (Note: Allowing to cancel via text messages will not send a message to your admin team.)

    Default Instructional Message - Text Messages