Offering Self-Help to Patients

Tools: southwestcare.org & Athena Patient Portal App

Purpose: Empower patients to manage their care independently and conveniently.

When to Offer Self-Help

Provide self-help options when patients call about:

• Paying bills

• Messaging a provider for non-urgent needs

• Accessing medical records

• Prescription refills (if they use our pharmacy)

Suggested Scripting

Start with Empowerment:

“Did you know you can take care of that quickly online or through our app anytime?”

To Pay a Bill:

"You can pay your bill securely by visiting southwestcare.org. It's fast, safe, and available 24/7."

To Message a Provider (Non-Urgent):

"For follow-ups or non-urgent questions, you can send a message directly to your care team using the Athena patient portal on our website or app."

To View Medical Records:

"You can view some of your records and lab results by logging into your patient portal. Just go to southwestcare.org or open the Athena app."

To Refill Prescriptions:

"If you use one of our Southwest Care pharmacies, you can easily request a refill through the Athena app or from the patient portal on our website."

Quick Tips for Agents

• Confirm the patient is registered. If not, offer to help them enroll.

• Guide gently — not everyone is tech-savvy; walk them through the steps if needed.

• Promote convenience — highlight 24/7 access and ease of use.

Remember

Self-help tools:

• Reduce patient wait times

• Help with our call volume

• Improve patient satisfaction

• Allow your team to focus on urgent  needs

Empowering patients = Better care outcomes!