Creating Patient Cases, Appointment Waitlist, and Ticklers in Athena

Purpose

This article outlines how to:

• Create patient cases in Athena.

• Manage the Appointment Waitlist.

• Manage Ticklers created by clinic staff.

1. Creating Patient Cases in Athena

Why: Document patient concerns, requests, or follow-up needs in real time while on the phone and route them to the correct team for resolution.

Steps

1. Access Patient Chart

   • Open patient’s chart → Menu (three dots) → Create Patient Case

2. Case Status

   • New cases default to DATAENTRY.

   • If created in error → select Delete → Save.

3. Complete Required Fields

   • Default Pharmacy – Search/Update if needed

   • Source/Recipient – (Patient, Pharmacy, Lab, Specialist, PCP, Portal)

   • Type – (Administrative, Clinical Question, Medication, NewRx, Other, No Show, Referral, Refill, Billing, etc.)

   • Outbound Only – Check if outbound call only

   • Provider / Department – Select correct assignment

   • Outside Provider/Lab/Pharmacy – Search (3+ letters)

   • Person to Call – If other than patient

   • Desired Callback Number – Choose from list or enter manually

   • Subject – Concise summary (e.g., “Request sooner appt”)

   • Priority – Mark urgent if immediate attention required

   • Case Description – Detailed notes (macros supported)

Documentation Standards

• Always check for existing cases before creating new.

• Use clear, specific language.

• Route to correct Athena inbox.

• Include key info: medication name/dose, last appointment date, caller info, referral/scheduling context.

2. Appointment Waitlist Management

Why: To ensure patients are scheduled as soon as availability opens.

2.1 Add to Waitlist (No Scheduled Appointment)

1. Patient chart → Scheduling → Add to Appointment Wait List

2. Complete: Department, Appointment Type, Provider (or Any), Desired time/day(s), Priority, Notes.

3. Click Save → Request appears in Quickview.

2.2 Add to Waitlist (After Scheduling Appointment)

1. Schedule appointment normally.

2. On confirmation page → Add Patient to Appointment Wait List.

3. Fill Provider, Preferred time/day(s), Priority, Notes → Save.

4. Request links to appointment and appears in Quickview.

Note: If no slot opens, the waitlist request auto-deletes when patient checks in.

2.3 Schedule from Waitlist (After Cancellation / Callback)

1. After cancellation → Schedule Patient from Appointment Wait List.

2. Athena autofills Dept/Day/Time.

3. Search → Find Appt → select slot → Schedule.

4. Request removed from Quickview.

2.4 General Scheduling from Waitlist

1. Main Menu → Calendar → Appointments → Appointment Wait List.

2. Search → Find Appt → select slot → Schedule.

3. Request auto-removes from waitlist.

2.5 Update/Delete Waitlist Request

• Update: Search → Update → Edit → Save.

• Delete: Search → Delete → Confirm.

• Deleted requests appear disabled. Select Undelete to restore.

3. Managing Ticklers

Why: Ticklers are created by SCC clinic staff to prompt scheduling or follow-up.

Guidelines

• Agents do not create ticklers.

• Always check Quickview → Appointments section → look for active ticklers.

• If tickler present:

  • Click Schedule → complete scheduling → tickler auto-removes.

• If no longer needed:

  • Update Tickler (to review/modify) or Delete.

⚠️ Do not ignore ticklers. They are critical for timely patient care coordination.