Agent Accelerator integrated with Athenahealth gives agents a unified view of patient profiles, medical history, and preferences through a single, intuitive interface. This centralized access enables faster responses, reduced wait times, and improved First Contact Resolution.
Dialpad’s integration with NovelVox Agent Accelerator unites communication and patient data, allowing agents to manage calls and EMR records seamlessly within one unified interface. The result is higher efficiency, smoother interactions, and more time for quality patient care.
Requirements
To use the Agent Accelerator for Athenahealth, you must:
Have an active Dialpad Support subscription.
Have an existing Athenahealth account.
Connect with the NovelVox support team to install the Agent Accelerator.
Log in to the Agent Accelerator for Athenahealth for Dialpad
To log in to the Agent Accelerator for Athenahealth, use the link provided by NovelVox.
Select Login
Enter your Dialpad credentials
-
Select Log in to Dialpad
- If Multi-Factor Authentication is enabled, you’ll need to follow the verification steps
Once logged in, you’ll be directed to the Agent Accelerator dashboard. The left-hand panel displays Dialpad’s telephony control panel, while the right-hand panel features the NovelVox Agent Accelerator widget integrated through CTI events. You’re now ready to handle incoming patient calls.
Agent Dashboard
The Agent Dashboard offers a unified view of complete patient information, enabling agents to handle queries efficiently.
Here, you’ll see several sections.
Patient information
The Patient Information section displays the essential patient details such as the contact number, Date of Birth, MRN, Email, Address.
It offers the following functionality:
Validate Patient: Lets you validate the patient’s details using an OTP Verification, a security question, or put a disclaimer.
Open AthenaOne: Takes you to the patient information page in AthenaOne.
More Info: Lets you view additional information about the patient.
Caller information
The Caller Information section provides real-time information about the incoming caller.
Here you’ll see the caller’s phone number, DOB, the last 4 digits of their SIN, as well as their email and physical address.
Dashboard
The dashboard provides a brief overview of future appointments, insurance information, billing details, number of referrals, pharmacy care team, and patient care team.
Appointment
The appointment section lets you view, schedule, reschedule, or cancel patient appointments with real-time availability.
Referrals
The referrals section tracks the patient referrals by/to specialists, referral types, and status.
Medical history
The medical history (observations) section displays the patient's previous diagnosis, such as known allergies, problems, and treatments.
Billing
The billing section shows previous billing details, claims, and payment history.
Medication
The medication section provides a list of current and past medications, including start and end dates, and the refills remaining.
Prescription
The prescription section shows the issued prescription, authorizing provider, start date, refill status, and current status.
Calling with the Agent Accelerator for Athenahealth
With the Agent Accelerator for Athenahealthnswer you can answer and place calls.
Answer a call
To answer a call with the Agent Accelerator for Athenahealth integration, simply select Answer.
Once the call has been connected, the data in Agent Accelerator fields is filled with the patient’s details and you’ll have access to all of Dialpad’s active call controls.
Place a call
To place a call with the Agent Accelerator for Athenahealth integration:
Select Make a call
Enter the name or phone number
Select Call, or press enter
Frequently asked questions
Is there a cost associated with the NovelVox Agent Accelerator and Athenahealth integration?
Yes, please get in touch with your account manager for pricing details.
Does this integration work with all Dialpad Contact Centers?
Yes, it supports Dialpad Connect, Dialpad Support, and Digital Configuration.
Do I need an Athenahealth account to use this integration?
Yes, an active Athenahealth instance is required to use this integration.
Is there a Chrome Extension?Enhance patient care with Dialpad + Agent Accelerator for Athenahealth—unified data, faster responses, and seamless patient interactions.
Yes. Learn all about our Athenahealth Chrome Extension in this Help Center article.
How can I share my feedback?
Gathering valuable feedback is an essential part of our continuous improvement process. It helps us understand what is working well and identify areas for enhancement.
For any insights, suggestions, or feedback, please contact the NovelVox Support Team at dialpad@novelvox.com
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