athenahealth patient portal

    athenahealth Portal Help

    Take a quick tour of some of the portal features here. You can review the step-by-step instructions for these features in the tip sections below.

    Account Set Up

    Portal tip: Use your browser instead of the mobile app for athenahealth

    You may see "athenapatient" in your phone's app store, but we recommend using the web browser version, even on mobile, for the best portal experience.

    Want to log in quicker next time? Favorite or bookmark the login page on your computer or mobile device as outlined in the "how to access the athenahealth portal" guide below.

    There are 3 ways to set up your account: 

    1. While in the office, the front desk will verify your email address and can send you the personalized link.

      athena on web browser icon
    2. Send an email to [email protected] with your legal patient name, date of birth and your preferred email address to use for your portal and all Springfield Clinic patient information.  

    3. Call our Portal Support team at 217.572.1731 Monday-Friday, 8 a.m. - 5 p.m. CST.

    Please note: Each portal account must have a unique email address that is verified in our system; email addresses cannot be shared for athenahealth patient portal accounts. Use your email for your own patient portal account.

    The email may have a department or building name at the top, or may be from “Springfield Clinic.” Both are valid emails, and the account you create will work for all of your Springfield Clinic providers who use the athenahealth platform. 

    Accessing portal set up via email.

    1. From the email in your inbox, click or tap Create My Account. You will be taken to an internet browser to complete account setup. 

    2. Create your password, and then click or tap Save and Continue. Your password must be between 8 and 20 characters and have at least one uppercase letter, one lowercase letter and one number or symbol. 

    1. Click or tap Set up under one of the two-step (multifactor) authentication options. This adds an additional layer of security on your account. 

      Note: We recommend "Text me with my security code" or "Call me with my security code."

      • Text me with my security code: A code will be texted to you and you will enter it on the next screen. 

      • Call me with my security code: You will receive an automated phone call that will tell you the code to enter on the next screen. 

      • Answer your security question: You will choose a question and type out an answer. 

    2. Follow the prompts on the next screen, either to enter your security code or answer your personalized question.

    Setting up new password, security verification and terms and conditions for the athenahealth portal.

     

    1. Read through the terms and conditions, and then click or tap I accept the Terms and Conditions.

    You will be automatically directed to your athenahealth dashboard, where you can see upcoming appointments, message a provider you’ve already had an appointment with or see details of your profile. 

    Note: You can message your provider through the athenahealth app only after your next appointment or once a staff member has messaged you first. You can also complete this form to be connected to your provider before your next visit, if you need to message them prior to coming into the office. 

    We recommend bookmarking or favoriting the athenahealth webpage on your mobile device or computer. But if you need to find the link to the app again, follow these steps. 

    1. Go to www.springfieldclinic.com

    1. Click Patient Portal Login to be taken to the patient portal landing page: 

      • On your desktop, it’s in the upper-right-hand corner. 

      • On your mobile device, find it in the list of buttons (you may have to scroll down).

    2. Click athenahealth Login to be taken to the athenahealth patient portal platform.

    3. Log in using your email and the password you set up when you first created your athenahealth account.

    How to bookmark or save athenahealth portal webpage

    Bookmarking or favoriting the athenahealth webpage on your mobile device or computer will allow you to easily access your information next time you need it. 

    1. Go to www.springfieldclinic.com

    1. In the upper-right-hand corner, click Patient Portal Login

    1. Click athenahealth Login.

    2. Once you’re on the athenahealth patient portal login screen: 

      • In Chrome: Click the star icon in the top right-hand corner of the URL. 

      • In Edge: Click the star icon in the top right-hand corner of the URL. 

      • In Safari: Click the share symbol (the arrow pointing up out of a box), and then click Add Bookmark

      • In Firefox: Click the star icon in the top right-hand corner of the URL. 

    Once you are in the athenahealth portal, you can manage how you are notified about results, appointment reminders and other updates. 

    1. From the athenahealth dashboard, click or tap My Profile, and then click or tap Contact Preferences. If you have not yet confirmed your mobile phone number, do so on the next screen. 

    Step by step on setting communication preferences in athenahealth portal.

    1. From the Communication Preferences screen, you can toggle on or off notifications about results, appointment reminders, billing statements and other announcements. Simply click the buttons to turn “on” or “off.” 


    Please note that if you toggle off notifications, you will not receive incoming messages from your care team or updates about test results and billing statements.

    If you can’t remember your password to log in to the athenahealth portal, you can either reset it yourself or call our team for help. 

    1. Go to www.springfieldclinic.com

    1. In the upper-right-hand corner, click Patient Portal Login.

    2. Click athenahealth Login.

    3. Click Forgot password? and follow the steps.  

    Screenshot showing how to log in to patient portal.

    OR 

    Call 217.572.1731 and let our team know you need to reset your password. Our support team can send a password reset link to your email. 

    Sending a Message

    Message your provider through athenahealth patient portal icon

    Portal tip: Avoid phone tag and message your care team

    You can use the athenahealth portal to securely message your established Springfield Clinic care teams or our Patient Advocate Center.

    Can't find your provider in your messaging drop-down? If you do not see your Springfield Clinic provider as available to message in the drop-down menu on your portal home screen, please fill out this provider connection form to request access. This is available to patients who have been seen by that provider within the last three years.

    1. Log in to the athenahealth portal using your email and the password you set up when you first created your athenahealth account. athenahealth will verify that your account is linked to you. If the name and date of birth on the loading screen match your own, tap Continue.

    2. Once logged in, scroll halfway down the homepage to the Messages section.  

      Desktop on athenahealth portal website.

      Note: There will be three drop down boxes and a text box where you can type your message. All are required before the blue "Send a message" box will light up.  

    3. Click the Provider drop-down menu and choose the provider you want to message.

      Provider drop down in athenahealth patient portal.

      Note: If you are established with more than one provider at SC, more providers will show up on this list as you complete an in-office visit with that provider.

    4. Click the Subject drop-down menu and choose a reason you are messaging your provider.

      Subject drop down desktop on athenahealth portal.
    5. Click the Office location drop-down menu on the right-hand side of the page and choose the location where you see that provider.

      Office location dropdown desktop on athenahealth patient portal.
    6. Type your message, upload any supporting documentation, then click Send a message at the bottom of the screen. 

     

    If you don’t see the provider you wish to message in your drop-down menu, fill out the provider connection form (link) to request access. This is available to patients who have been seen by that provider within the last three years. 

    1. Log in to the athenahealth portal using your email and the password you set up when you first created your athenahealth account. athenahealth will verify that your account is linked to you. If the name and date of birth on the loading screen match your own, tap Continue.

    2. From the athenahealth patient portal home page, tap Messages, and then tap Compose Message.

      Messaging a provider on athenahealth mobile.
    3. Choose the provider you want to message from the Provider drop-down menu, choose the location you see your provider at from the Location drop-down menu, and then choose the appropriate message type from the Message Type drop-down menu. 

    4. Type a subject line for your message in the Subject field, and then type your message in the Message field. Upload any supporting documentation. 

      Note: If you are a patient of more than one Springfield Clinic provider, not all providers may show up in your drop-down menu until you have completed your first visit with that provider since the transition. If you don’t see the provider you wish to message in your drop-down menu, fill out the provider connection form to request access. This is available to patients who have been seen by that provider within the last three years. 

    5. Click Send Message, and your doctor’s team will receive your message.  

    1. Log in to the athenahealth portal using your email and the password you set up when you first created your athenahealth account. athenahealth will verify that your account is linked to you. If the name and date of birth on the loading screen match your own, tap Continue.

    2. Once logged in, click Billing & Payments on the left-hand side on your desktop, OR tap Billing on your mobile device.  

    3. Scroll all the way to the bottom of the page and click or tap send us a message. You will be directed to the Messages page.

      Screenshot to send a message to Patient Advocate Center via athenahealth patient portal.
    4. Compose your message. When making your selection in Message type, click Statement, Billing or Insurance Question. 

    5. Type a Subject and Message, and then click Send.  

    Shared Access

    Message your care team via athena portal icon

    Portal Tip: Invite a family member to be in the know with you

    You can invite any other athenahealth adult portal user to access your health information from the portal. You must know their date of birth and the email and phone number they have in their athenahealth account to send the invitation.

    If you wish to share an account with a family member (in other words, use the same email address to access athenahealth), you must fill out a proxy access request form in-person with valid ID the next time you’re in the office. A proxy is someone who can have access to another patient’s health information. 

    The Portal Support team will set up the access once the form is received.

    Note: These instructions are only for patients ages 18+ who already have an athenahealth patient portal account who want to provide access to their family member.

    Requirements of portal access for family members

    • The family member invited to view your patient portal information must also be an active Springfield Clinic athenahealth patient portal user. Click here to view instructions for how to set up a portal for the first time.

    • The name, date of birth, email and phone number for the invited family member MUST match what we have in athenahealth exactly. If you get an error message when trying to invite a family member, contact our Patient Portal Support team at 217.572.1731 or [email protected] for help. 

    • Your email address cannot be the same email address as another athenahealth user. In order to each have a separate login into athenahealth, each user must have a different email address.  

    Be aware

    • By default, family members with full access will receive copies of the patient's emails pertaining to appointments, health notifications, billing notifications and text message campaigns.  

    • As soon as someone who is not the patient (a family member, caregiver, guardian, etc.) is invited to the patient’s portal, an email notification will be sent to the patient regardless of if the third-party user has completed their portal registration.  

    • In order to get the best possible experience with athenahealth, please use the web browser version and NOT the athenahealth app. 

    How to

    1. In the top right-hand corner of the athenahealth welcome dashboard, click or tap your profile picture or initials, and then click or tap Family Access Settings. If you do not see your profile picture, scroll to the bottom of your browser and then click Full Site. You will likely need to do this whenever you are viewing your athenahealth patient portal on your mobile device.

      Screenshot to initiate shared portal access
    2. From your profile page, click or tap Invite Family Member. The family member invited to view your patient portal information must also be an active Springfield Clinic athenahealth portal user. Click here to view instructions for how to set up a portal for the first time.

      Screenshot to initiate shared portal access
    3. Click or tap Access Level and choose either Full or Billing only. Full access gives this family member complete access to your health information. Billing only access gives this family member only access to billing and account information. After choosing this family member's access, click Invite.

      Screenshot to initiate shared portal access
    4. After a family member is successfully invited, a green pop-up message will state,  “You have invited [Family Member’s Name] to view your information.” 

      Screenshot to initiate shared portal access

    You can invite additional family members by clicking Invite Family Member and completing the above steps. 

    Once a family member has invited you to access their portal, you will receive an email from [email protected]

    1. From this email, click or tap View Patient Portal.

      Sample email notification about shared portal access
    2. Enter your own athenahealth login information. 

    3. View the information of your family member who has invited you, and then click Continue.

      Screenshot of indicators for shared patient portal access

    Toggle between different family members' portal accounts

    1. On desktop, in the top right-hand corner of the athenahealth welcome dashboard, click or tap your profile picture or initials.

    2. Under Switch to View, click or tap the name of the family member whose portal information you want to access.

      Screenshot to initiate shared portal access
    3. On mobile, at the bottom of your portal home screen, you will see a section titled “Viewing [Family Member’s Name].” Click or tap the name of the family member whose portal information you want to access.

      Screenshot to initiate shared portal access
    1. In the top right-hand corner of the athenahealth welcome dashboard, click or tap your profile picture or initials. If you do not see your profile picture, scroll to the bottom of your browser and then click Full Site. You will likely need to do this when you are viewing your portal. 

      Screenshot to initiate shared portal access
    2. Under Who can access [Patient’s Name] information, find the name of the person you’d like to remove access to your health information. To the right of their name, click or tap Remove Access. This will take effect immediately.  You can also use this same process to change the type of access from Billing only to Full and vice versa. 

      Screenshot to remove shared portal access

    In order to access your child’s health information, you must fill out a proxy access request form. A proxy is someone who can have access to another patient’s health information.  

    Requests for proxy access should be made in person at the office with a valid ID. You will have to fill out a form at the desk provided by a front desk staff member and provide your valid ID to be scanned.  

    Once your access is granted, you will receive a link in your email to access your patient’s health information via the athenahealth patient portal. You must have an active athenahealth patient portal account in order to have this access.

    Paying Your Bill

    pay bills through athenahealth portal icon

    Portal Tip: Save time and pay bills

    Visit the Billing & Payments section of your portal to access and pay your bills and view your insurance and payment methods on file through athenahealth.

    Please note that patients are not required to use the patient portal to pay their bill online but it is an available functionality of the portal.

    1. Once logged into the portal, on the left-hand side of the homepage, click Billing & Payments.

      Screenshot instructing patients how to pay their athenahealth bill
    2. In the payment due section at the top of Billing & Payments, click the Make a Payment button.

      Screenshot instructing patients how to pay their athenahealth bill
    3. The Make a Payment page will open. Enter the amount you wish to pay in the I'll Pay box. Click Continue.

      Screenshot instructing patients how to pay their athenahealth bill
    4. Next, enter your credit card and billing information. You can opt to save your credit card information to your patient portal account for future payments. If you do not wish to save your card, deselect the Save this card checkbox. Once the required fields are completed, click Continue.

      Screenshot instructing patients how to pay their athenahealth bill
    5. Review the information entered. Click Confirm Payment.

      Screenshot instructing patients how to pay their athenahealth bill
    6. Once the transaction is complete, a confirmation page will generate. Here you can print a copy of your receipt. A confirmation email will also be sent to the email address on file.

      Screenshot instructing patients how to pay their athenahealth bill

    You are able to make a payment on your child’s balance by:

    • Clicking the Online Bill Pay tab on our homepage and paying with the statement code.

    • Mailing in a check with your patient statement.

    • Calling the Patient Advocate Center at 217.391.7086.

    • Visiting an on-site Financial Counselor or Customer Service Representative. View the list of locations here (link to this section).

    • Dropping a check with your patient statement at an on-site drop box.

    Patients can pay a bill without logging into the portal. All they will need is a statement code from their paper statement.

    1. On the Home page of our website in the upper right-hand corner click Bill Pay.

    2. Locate the picture that matches your statement and click the if your bill looks like this, click here to pay online.

    3. You will be directed to the athenahealth portal login page. You can choose to make a one-time payment using your statement code or sign into your portal account. To make a one-time payment, enter your statement code (located in the Pay Online section of your statement) on the left side of the chart. Click Make a Payment.

      Screenshot instructing patients how to pay their athenahealth billScreenshot instructing patients how to pay their athenahealth bill
    4. The Make a Payment page will open. Enter the amount you wish to pay in the I'll Pay box. Click Continue.

      Screenshot instructing patients how to pay their athenahealth bill
    5. Next, enter your credit card and billing information. You can opt to save your credit card information to your patient portal account for future payments. If you do not wish to save your card, deselect the Save this card checkbox. Once the required fields are completed, click Continue.

      Screenshot instructing patients how to pay their athenahealth bill
    6. Review the information entered. Click Confirm Payment.

      Screenshot instructing patients how to pay their athenahealth bill
    7. Once the transaction is complete, a confirmation page will generate. Here you can print a copy of your receipt. A confirmation email will also be sent to the email address on file.

      Screenshot instructing patients how to pay their athenahealth bill

    Patients can view previous billing statements for athenahealth visits on the portal.

    1. Once logged into the patient portal, from the portal home page on the left-hand side, click Billing & Payments.

    2. Scroll down to the Billing History section. Click on Statements. This will display your previous patient statements for athenahealth visits. Click the View PDF hyperlink to open the statement.

      Screenshot instructing patients how to pay their athenahealth bill

    Paperless billing can be set up via the patient portal to opt out of receiving paper statements.

    1. Once logged into the patient portal, from the portal home page on the left-hand side, click Billing & Payments.

    2. On the Billing & Payments page, click the bottom pop-up box Go paperless for your bills.

      Screenshot instructing patients how to pay their athenahealth bill
    3. Once the box opens, click the eCommunications Disclosure hyperlink to review before electing paperless billing. If you wish to proceed, click the checkbox for I opt out of paper statements. Once selected, click the I'm going paperless button to complete set up.

      Screenshot instructing patients how to pay their athenahealth bill

    FAQs

    About the athenahealth patient portal

    The athenahealth patient portal is part of our new electronic health record (EHR) that provides a secure and seamless way to access and manage information about your health.  

    With the portal, you can: 

    • Access your personal health information  

    • Securely message your care team  

    • View upcoming appointments 

    • Request medication refills 

    • Pay your bills online 

    We do not recommend downloading the mobile app for accessing the portal. It has limited functionality compared to the desktop or browser-based experience. 

    Springfield Clinic changed to a new electronic health record, athenahealth, during a phased rollout in 2024. The upgrade to athenahealth allows for a modern and secure experience for both our patients and our care teams. This includes the introduction of a new portal through athenahealth.  

    You can create a new portal account at your next visit to your provider’s office. You can set up your account ahead of time, but please ensure that the email address you use for your athenahealth patient portal is the SAME email that we have listed in our system. If the two email addresses do not match, you will not be able to create an account. Learn more about how to create your new account.

    We prioritize the privacy and security of your health information. Access to personal information is secure through your username and unique password. Two-factor authentication is required when you create your account to verify and secure your profile. Patient email addresses for portal accounts must match those on file in our athenahealth electronic health record.  

    Email us with any questions at [email protected] or call us at 217.572.1731. We are happy to help with any of your portal-related questions.

    Log in to your athenahealth patient portal using the browser version on your phone or computer and locate the Billing & Payments tab. If you have any other questions regarding billing, please see information on our Patient Advocate Center page on our website or call us at 217.391.7086. Please note the mobile application does not support bill payment; please use a desktop computer or the browser on your mobile phone to pay a bill on the portal.  

    You can also pay your bills directly from our website.

    athenahealth portal

    Your athenahealth portal account username will be your email address that is on file. If you’ve set up an account but can’t remember your password, here are the steps for recovery:  

    1. Go to the athenahealth patient portal login page.

    1. Under Sign In to Your Portal, click Forgot Password

    1. Enter the email address associated with your account. If you cannot remember the email address used, please contact our portal support team for assistance.  

    A link to reset your password will be sent to the email address provided if it’s linked to a portal account.  

    Portal support

    Call 217.572.1731

    Email us at [email protected] 

    Creating an account

    There are 3 ways to set up your account: 

    1. While in the office, the front desk will verify your email address and can send you the personalized link.

    2. Send an email to [email protected] with your legal patient name, date of birth and your preferred email address to use for your portal and all Springfield Clinic patient information.  

    3. Call our Portal Support team at 217.572.1731 Monday-Friday, 8 a.m. - 5 p.m. CST.

    NOTE: The email address you use for your athenahealth patient portal must be the SAME email that we have listed in our system (athenahealth). If the two email addresses do not match, you will not be able to create an account. Learn more about how to create your new account by accessing our (insert hyperlink: Activate Your Patient Portal) page. If you have any issues creating your new portal account, please reach out to our portal support team at [email protected] or call us at 217.572.1731. We are happy to help with any of your portal-related questions. 

    If you haven’t seen a Springfield Clinic provider in the past three years or if your email address is not verified in our system, the portal connection may ask you to contact our portal support team to assist. The email address you use for your athenahealth patient portal must be the SAME email that we have listed in our system (athenahealth). If the two email addresses do not match, you will not be able to create an account. If you received an error message trying to create an account, please reach out to our portal support team via email at [email protected] or call us at 217.572.1731. We are happy to help with any of your portal-related questions.  

    Messaging your provider

    You can typically expect a reply within 2-4 business days. If you require immediate attention, please contact your provider via phone or, in the case of an emergency, dial 911. 

    View the instructions for how to send a message here.

    If you have seen your provider at Springfield Clinic within the past three years and need to communicate with them using your athenahealth portal account, please complete this request form. We will review these requests and validate them within five business days.  If you have an urgent request for your provider, please call the office directly. If this is a medical emergency, please dial 911.   

    If you're a new patient, you will need to complete an office visit with your provider(s) in order to message them on the athenahealth portal. Thank you for your patience. 

    Your medical records

    FollowMyHealth and athenahealth are two different software platforms. FollowMyHealth data does NOT transfer to the new athenahealth portal. You will retain access to your current medical records and historical data in FollowMyHealth for all visits prior to when your provider transitioned to athenahealth.  

    Springfield Clinic has fully transitioned to athenahealth. All new medical history will be entered into athenahealth.  

    Patients looking to access medical records for any visit can request them online or by calling our Health Information Management team at 217.280.9804.

    You can view most test results by logging in to your athenahealth patient portal. Lab results will be posted once they have been finalized, and this can vary from one day to several days or weeks depending on the type of lab being ordered. Because results will appear as soon as they have been finalized, it's possible you will see them in the portal before your provider has reviewed them.

     

    Once logged in, locate the Test Results tab on the left side of the page on your web browser or the icon at the bottom of your mobile device screen.  

    If you are having issues accessing your test results, please contact your provider office. Or, you can request them online or by calling our Health Information Management team at 217.280.9804

    On the athenahealth patient portal, click My Profile to update your address, phone number, email and other personal details at any time so that your provider has the most up-to-date information.  

    To change your legal name, please contact your provider office in person and present your new identification.  

    If you find information in your patient portal that is incorrect, please contact your provider directly.

    To download your health records from your patient portal:  

    1. Log in to your athenahealth patient portal.  

    1. On the left side of the screen, click My Health.  

    1. Near the top of the page, click the Health Records tab.  

    1. Select a window of time and whether you want to download, email or exchange your records with another provider directly.  

    You can also request your medical records online on our website or by calling our Health Information Management team at 217.280.9804

    After your doctor’s visit, your provider will update your patient care summary in your athenahealth patient portal. 

    Note: Patient Care Summaries are only available on the web browser version of athenahealth. Patient Care Summaries will NOT be displayed in the mobile app.  

    1. Log in to your athenahealth patient portal.  

    2. On the left side of the screen, click My Health.

    3. In the tool bar at the top of the screen, click Visit Notes. Under visit notes, you will find care summaries from every provider you have seen since the transition to athenahealth. 

    4. Click the Document Name to view your Patient care summary

      Screenshot of athenahealth patient portal.

    5. Once clicking the document name, you can view your care summary. 

      Screenshot of athenahealth patient portal showing patient care summary example.

    If you are looking for additional information in your discussion note, we apologize for this inconvenience. We are working to make this a part of your care summary record for future visits and hope to have it resolved soon. In the meantime, if you’re looking for more details from your visit, please contact our Health Information Management team directly at 217.280.9804 or click on the request medical records button on our website to request online.  

    Family & proxy access

    A proxy is someone who can have access to another patient’s health information. In compliance with HIPAA laws, proxy access is available for minors (newborn through 11 years of age) and dependent adults (18 years of age and older). 

    For patients ages newborn to 11, requests for proxy access should be made in person at the office to verify your identity and proxy connection. Or, you can contact the portal support team at 217.572.1731 to verify this access if you have had previous connection to your child’s portal account. When your child turns age 12, proxy status will be unavailable. 

    For patients ages 12 to 17, Springfield Clinic cannot provide portal access. This also means that proxy status is not provided because the minor’s portal account will be deactivated at age 12. A parent or guardian can still obtain access to their child’s medical records during the child’s visit to our office or by calling our Health Information Management team at 217.280.9804 or by visiting our website to request medical records. 

    Patients ages 18+ have the option to provide medical record access to a family member if they have an active athenahealth portal account.

    If you do not have an active athenahealth portal account or need help setting up shared access, you will need to visit the provider office to complete proxy paperwork allowing another individual access to your account. A photo ID of the person requesting access and their relationship to you as the patient will be needed for this request.  

    If you have any issues related to proxy access, please reach out to our portal support team at [email protected] or call us at 217.572.1731. We are happy to help with any of your portal-related questions. 

    Springfield Clinic has a legal responsibility to protect the privacy of a minor (age 12-17) who requests certain services. Illinois law allows a minor to confidentially seek care for services such as birth control, sexually transmitted diseases, HIV testing, substance abuse and mental health services. These laws are in place to protect adolescents who wish to keep some health care decisions private. A parent or guardian can still obtain access to their child’s medical records during the child’s visit to our office, by calling our Health Information Management team at 217.280.9804 or by visiting our website to request medical records. 

    When patients turn 18, they can create their own patient portal with their email address. Patients who are 18 years of age or older have the option to provide medical record access to a family member if they have an active athenahealth portal account.

    Patients who are 18 years of age or older have the option to provide medical record access to a family member if they have an active athenahealth portal account. Please reference our how-to guide on requesting family access. Insert hyperlink to that how-to guide).   

    If you do not have an active athenahealth portal account or need help setting up shared access, you will need to visit the provider office to complete an authorized user/proxy access request form allowing another individual access to your account. A photo ID of the person requesting access and their relationship to you as the patient will be needed for this request.  

    If you have any issues related to proxy access, please reach out to our portal support team at [email protected] or call us at 217.572.1731. We are happy to help with any of your portal-related questions.