Athena Provider Troubleshooting

Provider Not Populating on Interface Provider Drop-Down

If you are trying to add a new provider to NextPatient for online scheduling or reminders, you’ll first have to add the provider to NextPatient.

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If you are unable to find the provider in the Interface Resource drop-down in NextPatient (even after reloading your practice data in the Interface tab), follow the steps below to ensure the provider pulls over from Athena to NextPatient.

Troubleshooting:

1. Provider Setup in Athena:

   1. First, we want to make sure that the provider is added to the Athena department. To add a provider to your Athena department, you’ll want to navigate to the Settings gear → Billing → Providers. Then, you can add the provider with the “Start Billing Provider Guided Setup” button.

   2. If the provider is already added in Athena, let’s check that their name is listed correctly. Scroll down to the provider you wish to add to NextPatient and hit “edit”.

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      Scroll down to the bottom of these settings until you see the “Patient Communication” section. Note that this name is the name that will show up in the NextPatient Interface Resource drop-down list.

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2. Provider Drop-Downs:

   1. Some, not all, of Athena practices have “Provider Drop-Downs” enabled:

      If this is an option in your Athena tablespace, this is another area we may run into issues when adding a new provider. Click on this setting and ensure that all of the appropriate locations/departments are checked for the provider you wish to add to NextPatient.