Athena EHRSupport Services
Enhance your clinic’s efficiency with Athena EHR support.
Streamline workflows, improve claims, and ensure smooth operations with our expert Athena EHR support.
Operational Support for Athena Environments
Medisure stabilizes and improves Athena environments across scheduling, documentation, orders/results, referrals, and revenue workflows. We focus on uptime, incident response, and clean interoperability with billing, labs, imaging, and portals. SLAs align to clinical impact, backed by open monitoring, logging, and transparent reporting that maintains full Supporting HIPAA Compliance and audit readiness.
What We Support
Comprehensive operational support across all critical Athena workflows
Clinical Ops
Scheduling, charting, orders/results, e-prescribe, portals
Rev Cycle
Charge capture, rejections/denials queues, claims posting
Access/Identity
SSO/IdP alignment; AD policies via open logs/agents
Interop
HL7 v2 (ADT/ORM/ORU), FHIR where available, flat-file/API exchanges
Environment Health
App endpoints, interface engines, queues, DB/application nodes
Our Services
Comprehensive support services designed for Athena environments
Application Support (L1–L3)
Triage user issues, template/KM updates, incident/post-mortem, trend analysis
Interface Care & Interop
HL7 v2 maps, FHIR endpoints (where available), validation & replay
Release & Change Assistance
Non-prod validation, cutover plans, backout steps
Data Quality & Reconciliation
Code sets, field mapping, error queues, denial loops
Observability & Evidence (open tools)
Comprehensive monitoring using open-source and standard tools
SLA Snapshot
Service level commitments aligned to clinical impact and revenue operations
| Priority | Example | MTTA | MTTR | Updates | Evidence |
|---|---|---|---|---|---|
| P1 | Claim posting halted, login outage | ≤15m | ≤60m | 15–30m | Grafana/Loki + Ticket |
| P2 | Intermittent e-Rx, slow charts | ≤30m | ≤4h | 30–60m | Dashboards + Ticket |
| P3 | Template/user issue | ≤4h | ≤1–2d | Daily | Ticket |
| P4 | Request/housekeeping | ≤1d | ≤3–5d | As needed | Ticket |
SLA Measurement
MTTA/MTTR clock starts at alert or ticket creation (whichever occurs first). All metrics are tracked using open-source monitoring tools with transparent reporting and evidence retention for compliance audits.
Monitoring Matrix
Comprehensive monitoring across all critical Athena system components
Open-Source Monitoring
All monitoring utilizes open-source tools including Prometheus for metrics collection, Grafana for visualization, and Loki/OpenSearch for log analysis. No proprietary vendor tools or certifications required.
Runbook Library
Standardized procedures for common Athena operational scenarios
Living Documentation
All runbooks are continuously updated based on incident learnings and system changes. Each procedure includes rollback steps and escalation triggers to ensure safe execution.
Change Management
Structured approach to managing changes with clinical freeze windows and comprehensive validation
Change Types
Pre-approved, low-risk changes with documented procedures
Approval: Automated approval
Planned changes requiring review and approval
Approval: Change board review
Critical changes to restore service or address security issues
Approval: Emergency approval
Process Flow
Planning
Change request submission with impact assessment
Approval
Review by change board or automated approval
Testing
Pre-production validation and testing
Implementation
Scheduled deployment with monitoring
Validation
Post-implementation review and verification
Clinical Freeze Windows
Changes are restricted during peak clinic hours and go-live events. Emergency changes require clinical leadership approval during freeze periods.
Post-Implementation Review
All changes undergo review within 48 hours to validate success, document lessons learned, and update procedures as needed.
Reporting & Improvement
Transparent reporting with actionable insights for continuous improvement
Reporting Cadence
Weekly
Operations TeamIncidents by severity, queues, top root causes
Operational dashboardMonthly/QBR
LeadershipSLA attainment, denial trends, CAPA burndown
Executive summaryReal-time
All StakeholdersAvailability, MTTR, at-risk services, revenue-impact signals
Executive dashboardKey Performance Indicators
Availability
Target: 99.9%Performance
Target: SLA targetsQuality
Target: >90%Revenue Impact
Target: Baseline +5%Executive Dashboard Preview
Real-time visibility into critical metrics and system health
Security & Compliance
Comprehensive security measures with healthcare-specific compliance requirements
HIPAA-Aware Logging
Automated PHI redaction and secure log retention policies
Encryption Standards
End-to-end encryption for data in transit and at rest
Access Controls
Role-based access with multi-factor authentication
Compliance Framework
Adherence to healthcare industry standards and regulations
Evidence Retention
Minimum 12 Months
All security logs, audit trails, and compliance evidence retained for minimum 12 months with secure archival options available.
Audit Ready
Comprehensive audit trails with searchable logs and automated compliance reporting for regulatory reviews and assessments.
Frequently Asked Questions
Common questions about our Athena EHR support services
Ready to Get Started?
Contact our team to learn how our Athena EHR Support Services can support your needs and improve your efficiency.
Call us now: +1 (951) 622-8126