The athenaOne Workflow Acceptance Checklist
Six questions a practice manager, COO or patient-access leader should be able to answer yes to before accepting any automated workflow on athenaOne, from Pretty Good AI or anyone else.
7 min readCapability Resources
KPIs, QA & Measurement
Per-call scoring and QA, KPI dashboards, patient surveys, and the call review console that shows what every automated interaction actually did.
Reviewing Automated Calls Without Listening to All
Nobody can listen to a month of automated calls across twelve sites. How an MSO reviews by exception, using what athenaOne already records about each one.
8 min readFront-Office Metrics Beyond Call Volume Alone
Calls handled is the easiest number to report and the least useful one. The measures a multi-specialty practice should ask any athenaOne vendor to show instead.
8 min readA Call That Ended vs. a Task That Finished
A call can end cleanly and leave the work exactly where it was. How a primary care practice measures closure in athenaOne instead of counting completed calls.
8 min readFour Front-Office Numbers Worth Showing Your Partners
Partner meetings run on revenue and volume, which hide the front office entirely. Four front-office numbers that explain what those two are actually doing.
7 min readThe Front-Office Metrics to Pull Before Any Platform Change
Front-office metrics decide whether a platform change is worth pricing. Five numbers an MSO should pull from athenaOne first, and how to make them comparable.
7 min readFront Office Oversight That Survives Your Absence
If front office oversight at a health center requires you in the building, it is staffing rather than oversight. What has to be true before you take a week off.
8 min readMulti-Site Oversight When You Are Between the Buildings
Multi-site oversight fails when it needs a chair and a screen. What has to reach a regional manager who is in a car, and what can wait for the office.
7 min readThe Overnight Call Review, Done Before You Reach the Clinic
An overnight call review should take six minutes and happen before the doors open. What the calls handled overnight have to produce for that to be possible.
8 min readPathology Turnaround Time the Ordering Practice Sees
Your lab measures accession to signout. Your clients measure order to report in hand. How to close the pathology turnaround time gap using athenaOne data.
7 min readMeasuring Recall Conversion, Not Just Calls Attempted
Contact rate tells you nothing. How a preventative practice defines the denominator, uses case close reasons, and attributes a booked visit to the outreach.
8 min readMeasuring Reachability on Post-ED Callbacks
Measuring reachability is the only honest way to judge a post-ED callback program. How to define the denominator, count attempts, and close a contact properly.
8 min readASO Reporting: What the Practices You Serve Need to See
An ambulatory surgery organization is judged by referring practices on visibility, not volume. What ASO reporting should carry, and where it already lives.
7 min readFront-Office Automation Checklist for athenahealth
Most practices buy front-office AI on a demo and measure nothing. A front-office automation checklist for what to baseline, require, and review at 90 days.
8 min readClosing a Patient Case: Reasons and Rules
If every front-office case closes as completed, the queue reports success and teaches you nothing. Close reasons are the measurement system, not a dropdown.
9 min readReview Request Routing: Who the Checkout Survey Should Skip
Asking every patient is the compliance rule. Review request routing decides which encounters are eligible today, so the ask lands and the channel survives.
9 min readA Call QA Rubric Your Front Office Cannot Game
Any QA rubric that carries consequences will be optimized against. What a health center should score per call so that gaming the rubric means doing the job.
8 min readPost-Discharge Relief Calls in a Surgical Practice
Between discharge and the post-op visit a surgical practice is blind. How post-discharge relief calls close that window and feed the case document workflow.
7 min readThe Manager Call Review Workflow: A Week in Twenty Minutes
A regional manager cannot listen to calls at ten sites. What a call review workflow has to surface so a week of activity is readable in twenty minutes.
7 min readThe Call Review Console: What to Listen To First
Once every call is transcribed, sampling stops being a constraint and becomes a choice. How to decide what a call review console should surface first.
8 min readPer-Call QA Scoring: Every Call Instead of a Sample of Five
Traditional call QA scored five calls a month per person because listening was expensive. Per-call QA scoring at full coverage changes what QA is even for.
8 min readOutcome and Relief Calls After an Orthopedic Procedure
Most orthopedic practices measure access and volume, then guess at recovery. What outcome and relief calls capture, and where the automation has to stop.
7 min readStructured Relief Checks in Pain Management
Pain practices are judged on whether interventions helped, but rarely collect the answer. How a structured relief call captures it without interpreting it.
7 min readWhat a Bad Call Looks Like in the Call Review Log
Pediatric front offices field anxious parents all day. Concrete failure patterns a call review log surfaces, and the specific change each one should produce.
8 min readA Call Review Console for Behavioral Health Practices
Scoring a sample of calls tells you little. What a call review console holds, and how behavioral health practices check every intake call in athenaOne.
8 min readForms Turnaround Time: The Front-Office KPI Nobody Tracks
Forms turnaround time is invisible in most practices because form requests are never tracked as items. Here is how to define, instrument, and act on the number.
7 min readOutcome and Relief Calls as an ENT Practice KPI
ENT practices measure calls answered and slots filled, then stop. Here is how outcome and relief calls become a real KPI without leaving administrative scope.
8 min readGI Front Office KPIs: Orders, Calls, Booked Visits
GI front office KPIs stop at call volume, which hides the real leak. How to measure the order-to-booked funnel in athenaOne and score the calls behind it.
6 min readThe ROI of Cardiology Practice KPIs, Location by Location
Cardiology group KPIs roll up into one average that hides the site losing access. The per-location and per-provider numbers that show what actually moved.
9 min readThe ROI of General Surgery Front Office KPIs You Can Act On
General surgery front office KPIs usually measure call volume, not the episode. Which numbers predict a delayed case and how to capture them.
8 min readThe ROI Case for Internal Medicine Front Office KPIs
Internal medicine front office KPIs that show whether automation worked: third next available by type, aged orders, repeat status calls, refill first-contact.
9 min readThe ROI of MSO Call Center KPIs Across Every Site
Most MSOs cannot compare front-desk performance site to site. Here is the KPI set that makes call center ROI measurable across every location you manage.
8 min readThe ROI of Urgent Care Call Scoring and QA Dashboards
Urgent care phones fail exactly when volume peaks. Here is how per-call scoring turns peak-hour phone performance into a number you can manage and defend.
8 min read