Athena Issues and Ideas
Please read these guidelines before filling out the form below.
When to Submit a Ticket
Submit a ticket when you encounter:
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System errors or malfunctions (e.g., freezing, crashing, workflow issues)
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Difficulty accessing or navigating the EMR.
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Issues with workflows, templates, or data entry.
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Problems with integrations or third-party applications.
If you’re unsure whether an issue warrants a ticket, discuss it with your supervisor or lead.
Who to Contact First
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Report the issue to your direct supervisor or lead:
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Include detailed information about the problem to ensure faster resolution.
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What information to include in your report:
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Patient ID
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Document ID (if applicable).
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Date of Service (DOS).
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A clear and concise explanation of the issue, including:
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Steps taken before the issue occurred.
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Screenshots or error messages (if applicable).
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Next Steps: Your supervisor or lead will review the information, and if the issue cannot be resolved locally, they will forward the ticket to the appropriate team or vendor for further action.