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Office Administration Workflow
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Welcome to Athena! At any time, you can navigate back to the main schedule webpage by clicking “athenaNet” in upper left-hand corner.
Most inter-office communication regarding patients (I.e. patients needing refills, requesting call-back, etc.) is done via “patient cases.” Please see the tab for “Tips for All Athena Users at SMLC” for instructions about creating a patient case.
Directions below are for the following office administration tasks:- Patient Search and Registration
- Patient Scheduling
- Cancelling and/or Rescheduling Patient Appointments
- Printing Patient Schedule
Patient Search and Registration:
- First, check if patient is established with SMLC by typing his/her name in search box at the upper right-hand corner. If patient is not registered, click ‘register.’
- The next page includes demographic information. Please confirm all patient information when scheduling and fill in as many boxes as possible. This will greatly help the flow at clinics.
- All areas in yellow on this Athena page are mandatory (if you have questions about a field, select
for explanation). Please confirm/complete as many boxes as possible (sections explained individually below in this guide):
- All areas in yellow on this Athena page are mandatory (if you have questions about a field, select
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- Appointment information:
- Department = clinic site
- Rendering = provider being seen
- Primary insurance = self-pay (for all patients - SMLC does not bill patients, so this option allows them not to be charged)
- Please verify each time that every patient does NOT have insurance.
- Patient’s condition related to = all should be “no”
- Privacy:
- Please do not check any of the three checkboxes at this time.
- Select “No” for both Patient Record Sharing and Medication History Authority.
- Appointment information:
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- Identification/Provider:
- Patient Name (first and last)
- Sex
- DOB
- SSN (not mandatory - however, if you are able to secure it, please complete)
- Usual provider (indicate “Renfer_K” for all patients - may be changed in exam room)
- Primary department = preferred clinic site
- Contact Details:
- Home phone number (required, but if mobile number is same as home number simply click "copy from home”)
- Mobile phone number
- Email (explain to patient that by giving email address, he/she will have access to the patient portal which will make it easy to check appointments, request refills, send messages, etc.)
- Ask for and then complete “Consent to Text”. The patient will receive automated messages.
- Emergency Contact
- Driver’s License & Patient Photo
- Driver’s license number (if available) & state
- Demographics
- Language: indicate English, Spanish, or other language
- Race (Note: Hispanic patients should be completed as “white”).
- Ethnicity
- Marital status
- SMLC does not ask questions about sexual orientation, gender identity, assigned sex, or pronouns, so please leave these questions blank.
- Identification/Provider:
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- Chart Home/Links/Care Summary:
- Pharmacy: please be sure to add patient’s preferred pharmacy since SMLC providers can electronically prescribe
- Preferred lab: indicate LabCorp PSC for all patients
- Note: Please select the LabCorp site at 1932 Alcoa Hwy., Knoxville, TN 37920.
- Preferred imaging facility: please leave blank
- Indicate if patient would like to receive “Patient Care Summary” via printed paper or electronic portal (this summarizes his/her visit with SMLC and gives basic information for next steps in care)
- Chart Home/Links/Care Summary:
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- Additional Information:
- If patient has GoodRx or CoverRx, indicate under “Prescription Program”
- If patient is not signed up for CoverRx, please give patient paperwork to sign up (if patient is an undocumented citizen, he/she will not qualify)
- If patient has GoodRx or CoverRx, indicate under “Prescription Program”
- Insurances:
- All patients default to “SELF PAY” for insurance (SMLC does not bill patients, so this option allows them not to be charged)
- Additional Information:
For scheduling new patients (NP): Only schedule 4 NPs per clinic (when possible, at the following times (EST): 10:00, 10:30, 11:00, and 12:00). If patient expresses emergent situation and there are already 4 NPs scheduled at the next clinic, discuss possibilities with Medical Director or Nurse Manager.
Patient Scheduling:- To find patient in the Athena system, type his/her name in search box at the upper right-hand corner, and click on patient’s name.
- Then click “Schedule” to the right of the patient’s name.