PARTNERSHIP

athenahealth Requests Connector

Review Requests

The Reputation Connector enables omnichannel review requesting across mobile and email, pushed out from athenahealth EHR to increase review volume, star ranking and online visibility.

Knowing when and how to ask customers to leave a review helps your business rank higher in search results, elicit more feedback and improve your online reputation. Reputation research shows that having 50 or more negative or positive reviews can boost your search rank by 50% and your click-through rates by 266%, compared to companies with no reviews.

RepConnect platform provides a connector; “athenahealth Requests” that allows you to configure an automated integration based on customer data that Reputation will pull from your athenahealth EHR account regularly.

Some of the advantages of setting up a Requests Integration via RepConnect

  • Leverage RepConnect – Requests to regularly send review requests to your customers using customized templates
  • Reputation will pull customer data from your athenahealth EHR account regularly
  • Configure what data should Reputation pull from athenahealth Requests Connector via API parameters
  • Configure the mappings between your data and Reputation Requests Fields
  • Schedule the integration as per your requirements
  • Subscribe to email notifications to stay on top of Integration Status
  • Execute a Test Run to ensure the configurations are correct
  • Automate the process of sending regular review requests to your customer to collect feedback

This athenahealth Requests Connector is a self-serve guided wizard that walks you through the different configurations needed to automate the workflow. The workflow is as simple as

  • You select the templates that you want to use to send requests to your customers
  • You configure the athenahealth connection and API for your account
  • Reputation pulls the customer data from athenahealth on a regular basis
  • Reputation sends review requests to your customers using the templates you choose based on the business rules applied

Add New athenahealth Requests Integration

Navigate to the RepConnect and click on “Available Connectors” button and then on the “athenahealth Requests” Connector on the RepConnect page

The next step is to provide a Unique Name for this integration that you want to configure

The RepConnect athenahealth Requests Connector wizard has multiple steps that allow you to configure the end-to-end integration.

Templates

This tab allows you to choose the templates that you want to use to send review requests to your customers

Step 1 – Template Selection

From the dropdown select the templates that you want to use to send review requests to your customers

  • The drop-down displays all the available templates that have already been created in your Reputation account
  • If you do not find a template that you like, you can choose to “Create New Template”

Once you have selected all the templates, click on continue

  • Select the schema to import from the dropdown – Business Listings Metrics and click on the connect button on the right top corner

Step 2 – Preview Template Data

  • On the next screen; you will see the data that you will need to provide within your Athena data based on the selected templates
  • You can also download a blank sample file that already has the data column headers that need to be populated – For example
    • location-code
    • subject
    • to-email
    • to-phone
    • to-name
    • from-email
    • from-name

Automation

This tab defines what athenahealth account would be used and the athenahealth API parameters that would allow RepConnect to pull the relevant customer data from your EHR

Step 1 – Add / Select athenahealth Credentials

  1. athenahealth Credentials are already saved in RepConnect and are configured to fetch data from your athenahealth account.
  2. There are some pre-configurations that need to be setup as below
    • Work with athenahealth to whitelist all the “Practice IDs” that you would like to send review requests for. This will allow Reputation access to the data for each of the Practices and Departments within.
    • Work with your Reputation Customer Success Manager to configure a “Custom Filter” on your Reputation account
      • The “custom filter” should be set to “athenahealth Location ID
      • The value for this filter should be in the format “practiceID-departmentID”
    • This will allow RepConnect to match the practice IDs and department IDs on Reputation to the ones on athenahealth platform and fetch the correct data
  3. On the Automation tab, you will need to configure the name of the custom filter as we created above

Step 2 – Configure the athenahealth API parameters

  1. On the next screen you can configure the athenahealth API parameters which will filter the appointments based on the event name you want to send the review request for
    • ScheduleAppointment
    • CheckIn
    • CheckOut
    • UpdateAppointment
    • CancelAppointment
    • UpdateReminderCall
    • UpdateSuggestedOverbooking
    • FreezeAppointment
    • UnfreezeAppointment
    • AddAppointmentSlot

Once you have selected the event, RepConnect will subscribe to athenahealth API for that event type to fetch the correct patient records to whom the review requests need to be sent

On the next subsequent screen, you can choose to fetch provider details from athenahealth

You can either choose to fetch the details of

  • Healthcare Level 7 (HL7) Provider
  • Rendering Provider
  • Provider

All the data from appointments, patients as well as providers (as configured) will be made available for the subsequent steps in the wizard

On the last screen, you can preview the data from your athenahealth EHR account to ensure the connection is working as intended and the data will be pulled successfully

Mapping

This tab defines the mapping between the column headers from your data and Reputation requests Fields

Step 1 – Configure the mapping

The first column “Reputation Fields” lists all the fields that your Requests can have on the Reputation Platform

  • The mandatory fields are indicated with an asterix
  • Each Reputation field has a “Description” column that provides a context on what that field represents
    • Some or all of the fields will be auto-populated if we recognize some standard column header names
    • The third column “Your Column Header” is a drop-down that lists all the column headers from your athenahealth data
  • Once you select a header from the drop-down that contains the value in the data and map it to the corresponding Reputation field
  • The fourth column, “Example from the file” will display an random example value from that column in your data
  • The fifth column, “Rows Populated” will display the percentage of rows that are populated for that column in your data

Step 2 – Configure the formatting for the mapped data fields

The next screen is “Formatting” which allows you to transform any value in your data to fit your need

  • Click on “Continue” and the next screen will allow you to add formatting if needed to any of the data in the mapped columns.
  • NOTE: If your data does not need any formatting, then you can choose
    • “No. I do not need to format my file”
  • To learn more about Formatting – please click here
  • Once you have applied the necessary formatting, click on “Finish Step”

Filters

This tab allows you to define any business rules that need to be applied to the Requests integration like excluding certain requests from being sent or adding any delays to the requests

Exclusion Filter

  • Exclusion Filter allows you to define rules to identify records from your requests data file that you would want to skip for sending review requests
  • You can also define a name for the filter which will then be displayed in the integration reports at a record level
  • Basic Filters allows you to configure IF THEN statements to identify the records that need to be excluded
    • For example, let’s say you do not want to send review requests to any customer whose email address ends in “@acme.com”
    • This rule will then exclude any records from your request data that match the criteria from sending any review requests
    • For example, let’s say you do not want to send review requests to any customer whose email address ends in “@acme.com”
  • This rule will then exclude any records from your request data that match the criteria from sending any review requests

Delay Filter

  • Delay Filters allow you to define rules to delay the review requests from being sent to your customers
  • You can also define a name for the filter which will then be displayed in the integration reports at a record level
  • You can add delay to the requests in days, per location
    • For example, let’s say you want to send a review request delay to all the customers from the location – Donut Wheel
    • This rule will add a 7 day delay to the requests for all your customers from the specified location
    • You can add delay to the requests in days, using Custom Rules
      • Here you can configure custom rules to apply to delay the review requests
      • By Default – the delay is calculated from the date on which the data is fetched from the source

    Schedule

    Once you complete the Filters configuration, the Schedule step will be enabled for configuration. Click on “Start”

    This tab defines the schedule of the integration which can be configured based on how frequently you want to send review requests to your customers

    Step 1. Configure the Frequency

    • Repeat Every – setting can be set for the integration to run every
      • Everyday
      • Every Weekday
      • Custom
    • You can also choose to manually select the day of week when you want your integration to run
    • Next configuration is to configure your timezone

    Step 2. Configure the start time

    • Now that you have configured the frequency & timezone of your integration runs, you can configure at what time should the integration start (in the selected timezone)
    • You can learn more about RepConnect Schedule here

    Notification

    This tab defines the email notification that you need to enable to receive the Integration Status Email Alerts

    Step 1 – Provide a Name for the Notification

    • This will help identify this notification on your My Notification tab
    • You can preview how the email alert will look in your inbox

    Step 2 – Enable the Notification

    • You can choose to enable or disable the notification
    • We recommend that you keep this notification enabled to stay on top of the integration status

    You can learn more about RepConnect Notifications here

    Test Run

    This tab defines the email notification that you need to subscribe to receive the Integration Status Email Alerts

    • As you finalize all the integration configurations, RepConnect also allows you to do a Test Run of the integration.
    • A Test Run of the integration will execute exactly the same way as on a regular scheduled run; but, will not save any data to the Reputation platform.
    • Test Run will send a summary of the execution to your email address
    • This allows you to review the results of the integration, make any changes necessary before the actual execution of the integration

    Review & Submit

    Once you complete the Notification configuration, the Final Review & Submit step will be enabled for configuration. Click on “Start”

    This tab displays all the configurations that you have setup so far for you to review and make changes if necessary.

    Here, once you click on “Continue”, you now have completed the configuration for the integration and choose to either

    • Save as Draft
      • Draft Mode allows you to save the integration configuration come back to enable whenever you are ready
      • The integration will NOT run when in Draft Mode
    • Enable in Test Mode
      • Test Mode allows you to run the integration as per configured schedule, get the summary of results but not update any of your profile listings on Reputation
      • This allows you to preview the results before you enable the integration in Production
    • Finish & Enable
      • This will enable the integration to run in Production mode as per the configured schedule and your requests data will be processed