Why telehealth-first clinics calls need specialty rules
Digital-first clinics still need phone support. Katie coordinates virtual visits, device setup, and escalations around the clock.
Virtual Onboarding
Patients receive device setup instructions, portal access, and consent walkthroughs.
Escalation to Human Clinicians
Katie can loop in the appropriate telehealth clinician when a human touch is required.
Rx + Lab Coordination
AI routes lab orders, refill requests, and prior auth data without manual follow-up.
What lands in Athenahealth
Triage happens on the call. What reaches Athenahealth is a structured record in the place your team already works, not a voicemail someone has to transcribe.
- Book/cancel appointments via Athena API
- Attach call summaries to patient communication
- Automate order reminders and lab follow-up
Setting it up for a telehealth-first clinics practice on Athenahealth
Go-live is typically 7 to 14 days. Most of that time is spent on your rules rather than on the integration itself.
- Confirm which Athenahealth modules your practice uses
- Decide where each call type should land in Athenahealth
Security and compliance
PHI handling is covered by a signed BAA before anything goes live.
- Athena security review ready
- Granular permissions
