New and Returning Inactive Patient Workflow

Patient Lookup Protocol

1. Search for existing chart in Athena using:

   • Last + First name

   • Home phone

   • SSN

   • Last + First + DOB

2. If chart is found:

   • Confirm identity before entering new data

   • Do not create a duplicate chart

   • Follow workflow based on patient status (Active, Inactive, Prospective)

3. If no chart is found:

   • Proceed with New Patient Registration Workflow

Inactive / Returning Patient Workflow

• Access Athena Quickview and verify patient information

• Determine healthcare service needs

• Review provider/location scheduling guidelines

  • If provider is available → schedule

  • If provider not available → add patient to waitlist via Scheduling → Add Patient to Appointment Wait List

    • Complete all required fields: Department, Appointment Type, Desired Provider, Notes

• If patient is returning and re-engaging → create detailed Patient Case and route to clinic manager’s inbox

Prospective Patient Workflow

1. Confirm patient information in Athena Quickview (contact, demographics, insurance, etc.)

2. Check Waitlist Status

   • If not already on waitlist → add to waitlist based on location, service, provider availability

3. Review chart for scheduling directives

4. Document interaction in Patient Case with contact confirmation, waitlist status, directives, and next steps

New Patient Registration Workflow

1. Navigate in Athena: Main Menu → Patient → New Patient Registration

2. Complete the following fields:

   • Identification: Legal name, DOB, SSN, sex, etc.

   • Contact Information: Address, phone, email, consent to call/text

   • Demographics: Language, race, ethnicity, gender identity, pronouns, etc.

   • Provider/Registration Dates:

     • Assign Usual Provider (UP) only if accepting new patients

     • If patient is placed on waitlist → assign LOCUM_COVERAGE_(Clinic Name)

   • Emergency Contact: Name, relationship, phone

   • Guarantor & Billing Info: Name, relationship, address, insurance

3. Save and add insurance, or Save and Schedule if self-pay

Post-Registration Requirements

• Assign correct status:

  • Active if scheduled with provider

  • Prospective if placed on waitlist

• Advise patient to bring:

  • Photo ID

  • Insurance card

  • Medical records, prescriptions, medication history

📌 Key Reminders

• Never create duplicate charts

• Always verify status before scheduling

• Use correct waitlist and provider assignment rules