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Village Medical athenaPatient™ Mobile App FAQs

Why are Village Medical patients being asked to use the athenaPatient app?


The athenaPatient app is designed to empower Village Medical patients with convenient, 24/7 access to their personal health records, lab results, and billing information. It’s fully aligned with our patient portal, powered by athenahealth, allowing you to:

  • Easily schedule and manage appointments
  • Access lab and imaging test results
  • Communicate with your care team and they will respond to your message as soon as possible.
  • View and access bills for online payment

By using the athenaPatient app, you’ll have all the tools you need to manage your care in one convenient place.

 

 

Who can use the athenaPatient app today?

Patients of healthcare providers on the athenahealth network will have access to athenaPatient. If you have issues accessing your account, please call your practice.

 

How do I log into the athenaPatient mobile app?

To log into athenaPatient, use the email and password for your Patient Portal account. You must have already fully completed the patient portal registration process with Village Medical before you can use the athenaPatient mobile app. If you do not have a Patient Portal account set up or are unsure, contact your practice and they can help you to get access.

What if I don’t remember my Patient Portal email?

If you need help remembering the email associated with your Patient Portal, contact your practice, they should be able to help you verify the email address linked to your portal account.

How do I reset my password?

Follow these instructions to reset your password:

    • Visit https://www.athenahealth.com/patient-login or navigate to your Patient Portal login page
    • Click the ‘Forgot your Password?’ link.
    • Enter the email address you use to log into the Patient Portal and ‘Email me’. You will receive a password reset email.
    • Open the email and tap on ‘Create a new password.’ This will open the Create your new password page.
    • Enter your new password twice, then click ‘Save and continue’ to confirm it. You will be asked to verify your identity using the security option you selected when you first set up your athenahealth login.
I selected text messaging as my security option. What do I do next to complete the process?
    • If the phone number displayed in the message is incorrect (for example, if the phone was lost or discarded), click ‘Cannot verify? Reset your account’ to reset your Patient Portal account.
    • Tap ‘Send code.’
    • Note: If you do not receive the code within five minutes, check to make sure that the phone number shown in the message is correct. If you’re still having issues, try restarting the phone, make sure you have cellular reception, and then click ‘Send code’ again.
    • When you receive the security code on your phone, enter it in the space provided and tap ‘Verify.’
    • If you selected a security question when you set up your security option, the following page will appear:
      • Enter the answer to your security question.
        • Note: The athenahealth account does not distinguish between upper and lowercase letters, but you must enter any spaces or special characters that you included when you created the answer.
      • Click ‘Verify.’
      • After you verify your identity, the Patient Portal home will open.
Can I access my Patient Portal from the athenaPatient app?

Yes. Tap the settings cog icon in the upper left once logged into the app. Tap ‘View Your Patient Portals.’ This will bring up a list of accounts and settings. Here, you will see a list of all the Patient Portals you have access to. Tap the ‘Visit Web Portal’ button, and an external browser will open with you automatically logged into your selected Patient Portal.

Who is athenahealth?

athenahealth is a healthcare software technology company. It creates software that enables medical practices to provide exceptional care to you, your family, and your community. Its software enables your doctor or advanced practice provider to support you in various ways, including:

  • Helping you maintain and share your patient records securely
  • Allowing you to pay healthcare-related bills online
  • Allowing you to communicate directly with your care team.
How does the athenaPatient app relate to the Patient Portal?

The Patient Portal provides patients with access to personal health information, the ability to manage and schedule appointments, check in online, view test results, and more. The athenaPatient app currently includes some of these capabilities, and will continue to add more as we further develop the app. Initially, athenaPatient offers a convenient mobile solution for staying engaged with your care team(s) and managing your health.

Does the athenaPatient app have all the same functionality as my doctor or advanced practice provider’s Patient Portal?

The athenaPatient app does not currently have all the same functionality as your Patient Portal. However, the athenahealth team is actively working to add more features to the app soon.

 

Depending on the Release of Information records we have on file you may be allowed to access a family member information via logging into our web-based patient portal. Please talk to a front-desk staff member about this the next time you see us in person.
What are the minimum requirements for my mobile device’s operating system to support the athenaPatient app?
  • “Android devices:” OS version 10.x or above
  • “iOS devices:” OS version 16.x or above

From time to time, athenahealth updates the minimum supported OS versions to follow best-in-class security practices and help protect your health data.

How do I schedule an appointment through athenaPatient?

To schedule an appointment using athenaPatient, your doctor or advanced practice provider must have the self-scheduling feature enabled at their practice.

If available:

    • Navigate to the ‘Visits’ screen by clicking the lower-left navigation button labeled 'Visits.’
    • If you have no upcoming appointments in the next few days, click the 'Book Visit' button. This will launch a self-scheduling workflow.
    • Follow the prompts and schedule your appointment.
How do I cancel an appointment?

Appointment cancellation is not currently available in the athenaPatient mobile app. You will need to log in to the Patient Portal or contact your practice directly to cancel an appointment. This is a feature enhancement being added to athenaPatient in the future.
How do I complete the necessary documentation and check in before arriving for an upcoming appointment?
    • Navigate to the 'Visits' screen by tapping the lower-left navigation button labeled 'Visits.’ If you have an upcoming appointment in the next few days, it will be listed at the top of the ‘Visits’ screen.
    • When an appointment is available for check in, you will see a button on the appointment card labeled 'Check-in.' Tapping this button will launch the self-check-in process.
    • Follow the prompts and check in to your appointment.
    • If you have already started checking in but haven’t finished, you will see a button on the appointment card labeled 'Continue Checking In.' Tapping this button will continue the check-in process from where you left off.

You can also view the details of an upcoming appointment by tapping the chevron button to the right of an appointment.

    • When you tap into the appointment, you will be taken to a detailed view. You can also start or continue the check-in process from here. 

If you do not see a ‘Check-in’ or ‘Continue Checking In’ button for a listed appointment, it means the appointment is not available for check-in at this time. You will need to wait until it is closer to the time of your appointment to check in.
How do I send a message to my doctor or advanced practice provider?
    • Tap the 'Inbox' icon on the bottom navigation bar. Next, tap the chat bubble in the lower-right corner. This will take you to step-by-step instructions for creating a new message to send to your doctor or advanced practice provider.
    • Alternatively, tap on an existing message in either your Inbox or Sent tab views. To see these views, navigate to your Inbox by tapping the ‘Inbox’ icon on the bottom navigation bar. Next, tap on any existing message from the doctor or advanced practice provider you want to contact. This will pull up the most current message thread between you and the doctor or advanced practice. In this view, you can see a text box near the bottom of the screen. Tap into the text box to bring up a keyboard and type your reply to the existing message thread. To go back to your Inbox view, tap the left arrow at the top left of the message thread.
How can I pay my bills?

Tap the ‘Billing’ icon on the bottom navigation bar. Next, tap on the billing account you’d like to view from the menu. This will load your doctor or advanced practice provider’s secure billing dashboard in a web browser to complete your payment.

How do I view my test results?

Tap ‘Results’ in the bottom navigation bar. This will bring up a list of all the test results you have received. To view the details of any test result, press the card of the result you want to view. This will bring up a detailed view of the result. If you are having issues accessing your test results, contact your practice for help. Note: your practice will need to publish your results before you are able to view them.

How do I turn biometric authentication on or off?

Navigate to the Profile screen by tapping the settings cog at the top left of the screen. From here, you will see a toggle under App Settings titled ‘Face Recognition’ or ‘Fingerprint.’ Toggle this switch to turn biometric authentication on or off.

Please note that the athenaPatient app requires login to the app each time to protect your health information

How do I turn push notifications on or off?

Once logged in to the app, tap the settings cog in the upper left corner of the screen. Next, tap the ‘Notifications’ slider to turn it on. To disable notifications, tap the same slider to off.

You will need to ensure your device has granted notification access to the app.

We currently only support the following push notifications:

    • Lab and imaging results
    • Appointment reminders
    • Self check-in/pre-visit process
    • Individual and Group Telehealth Visit Reminder with link to the telehealth appointment
How do I add or remove a doctor or advanced practice provider from my account?

The doctors or advanced practice providers you have access to should automatically connect to your Patient Portal account. You must fully complete the patient portal registration process. If you are missing one, it could be because they are not using the athenaPatient app. Contact your practice if you are unable to see their information.

I can no longer see appointments, messages, or test results for a doctor or advanced practice that I could previously see in the app. Where did they go?

This can occur when the data systems are undergoing maintenance. Your data should be available again once the systems are updated. In the meantime, you can always log into your Patient Portal using a web browser to check this information.

Can I access appointments, messages, or results for family members or others I care for?

Yes. You may have access to view information for family members or others you care for if their doctor or advanced practice provider is enabled for the athenaPatient app. For example, a parent would have access to their children’s health data. In this case, the athenaPatient app will show all data for all people you are authorized to access and view.

The app behaves differently than the web version of the Patient Portal. Family member information is mixed in with your information in each section of the app. In the website Patient Portal, you must access your family member’s information by taping the menu in the upper right.

How do I set up access to view healthcare information for family members or others I provide care for?
    • Tap the settings cog in the upper left of the app.
    • Next, tap ‘View Your Patient Portals.’ This will bring up a list of all Patient Portals you have access to. Tap the ‘View Web Portal’ button, and an external browser will open with you logged into your Patient Portal. From here, you can set up access through preferences for those you are a guardian or caregiver to. You can also invite your family members to access your information.
    • There are two levels of access you can grant:
      • Full Access: Allows you to access all information available on you or your family member’s Patient Portal.
      • Billing Access: Allows access to the billing section of you or your family member’s Patient Portal.

If you are an authorized caregiver who needs help accessing a family member’s account, you will need to contact that family member’s doctor or advanced practice provider for support.

How do I know which doctors or advanced practice providers show data in the athenaPatient app?

Navigate to the ‘Account’ screen by tapping the settings cog in the upper left of the screen. From there, you will see an option labeled ‘View Your Patient Portals.’ Tapping this will bring up a list of all the Patient Portals you are connected to.

How do I view my post-visit summary?

 Post-visit summaries are not currently available in the athenaPatient app; you will need to log onto the Patient Portal to review your visit summary 

How do I know which family members’ data is being shown in the athenaPatient app?

Navigate to the Account screen by tapping the settings cog in the upper left of the screen. From here, you will see ‘View Your Patient Portals.’ Tapping this will bring up the list of all Patient Portal accounts you are connected to. You will also see other individuals connected to your account that have health records at the listed provider groups.

How do I get technical support for issues with the app?

We recommend trying the following troubleshooting steps:

    • Close the app and reopen it
    • Reboot your device
    • Uninstall and reinstall the app

If you continue to have issues, please contact your practice.