Patient Demographic Sync

Q: Does the integration automatically sync patients?
Yes, every hour there will be an automatic sync to import new patients as well as update existing patient accounts as needed. The initial sync will look to include patients who either had an appointment in the last 3 years. If the patient did not have an appointment in the last 3 years, they will not be imported into Klara. 

Q: How can I search for a patient in Klara?
Search by Last Name, First name or by MRN. 

Q: With the sync, will Klara recognize a mobile phone number that is documented in the home phone number field?
Yes, we the sync will check the home phone number field for a textable number as we are aware there are multiple fields. 

Q: Can I add a patient into Klara and expect to see them in athenaNet?
No, athenaNet will always be the original source of all patient demographic information (adding, updating, deleting). 

Q: What if I need a recently added patient in Klara between the hour sync timeframe?
You can easily import the patient from athenaNet by searching for the patient and selecting the “Import” button. 

Q: What if the patient’s demographic information is incorrect in Klara and I need to change it?
The changes should be made to the demographic profile in athenaNet. You can then go into the profile within Klara and select “Update from EHR” to sync the changes, or simply wait for the change to sync automatically within the hour. 

Q: What do I do if I receive the message “The patient is not linked to an EHR record” when searching for a patient?

A: Select “Link” — this will direct you to a list of patients. You can then choose the right patient and link appropriately. 

Q: When a patient is deleted from athenaNet what happens in Klara?
The patient will be automatically unlinked from the Klara profile. 

Q: A patient has a phone number in athenaNet, but in Klara the phone number is missing. Why is that?
This could be due to a few reasons:

  • The phone number in athenaNet is a landline. (You can check this by entering the phone number into this site: In this case, you should change the phone number listed in athenaNet to a cell phone number.
  • The phone number in athenaNet may already be associated with another patient in Klara. In this case, you can merge the patients in Klara if they are duplicates, or remove the phone number from the other patient's profile in athenaNet.

Patient Message Export

Q: Can we automatically have all messages export into athenaNet?
Not at this time, we allow the practice to decide what should be exported based on the importance of the message being part of the medical record.

Q: Where do the exported messages go in athenaNet?
They will be imported into the document section within the patient’s chart. You are able to access this section by clicking on the magnifying glass icon beneath the patients picture. 

Q: What if I make a mistake when exporting and need to delete the messages?
You will need to delete the messages directly in athenaNet.

Q: Where do the exported files go in athenaNet?
They will be imported into the document section within the patient's chart.  

Q: Can we control and change the classifications of files?
No the document categories are controlled by athenaNet and these will be the same within Klara. 

Q: How do we control the Insurance Policy selection in Klara?
This list automatically pulls from the patient quickview in athenanet. If a newly added insurance policy is not showing use the refresh icon to ensure the list is updated. 

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