What Are athenahealth Unpostables and Kickcodes, and Who Should Be Working Them?

How to Work an athenahealth Unpostables and Kickcode Queue to Zero

The goal is an unpostables balance that stays at zero month over month, with every kickcode task that routes back to the practice closed the same week it lands. Here is what does that, move by move.

1. Reconcile Deposits to Postings and Find the Gap

Before anything else, match your bank deposits to what athenaOne actually posted. When the two have drifted apart, the difference is almost always sitting in unpostables: money that came in but could not be applied to a claim. Pulling that reconciliation is how you see the real size of the problem, because an unpostables queue does not announce itself in the dashboard the way an aging claim does. You cannot work a gap you have not measured.

2. Sort Unpostables by Why athena Could Not Post

Unpostables are a mixed bucket. Some are waiting on a portal login the practice never supplied, some on an EOB copy, some on an enrollment task, and some are genuine reconciliation mismatches between a payment and a claim. Tag each one by its real reason, because a missing login and a reconciliation mismatch are resolved in completely different ways. Once every item carries its reason, most of the queue turns out to be waiting on one simple hand-off, not a hard accounting problem.

3. Close the Kickcode Tasks That Route Back to the Practice

Transactional kickcodes reroute a task to whoever has to act next, and a large share route straight back to the practice: supply these credentials, complete this enrollment, send this document. Those tasks sit open until someone does the step. Work them the week they land, hand athena the portal access and the EOBs, and finish the enrollment tasks, so the claims behind them stop stalling. A kickcode task that routes to the practice and then waits for months is a payment quietly frozen in place.

4. Post the Reconciled Payments and Drive the Balance to Zero

Once the missing pieces are supplied, the held payments can finally be posted and reconciled against the right claims, and the deposits and postings line back up. The standard to hold is a zero unpostables balance month over month, not a queue you clear once and let refill. Working it to zero every month is what keeps the bank and the ledger matched and keeps follow-up from stalling behind unposted cash. A queue worked once is a queue that grows back.

5. Hand the Unpostables Queue to a Dedicated Team

Practices that stop letting their deposits and postings drift do it by handing the unpostables queue and open kickcode tasks to a dedicated team: an operator who reconciles daily, supplies the credentials and EOBs athena is waiting on, finishes the enrollment tasks, and posts to zero, live in 1 to 2 weeks. The billing team gets its reconciliation back, a trained backup covers every gap, and the unpostables queue stops being the one nobody owned. Below is what it sounds like when nobody owns it yet, in practice teams’ own words.

Why This Keeps Happening

If the queue is that clear to work, why do unpostables keep piling up at busy practices? Because most of them are waiting on the practice, not on the biller. RCM specialists who work athenaOne describe transactional kickcodes as tags that reroute a task to the party who has to act next, and a large share of those route straight back to the practice for a portal login, an EOB, or an enrollment step. Until someone on the practice side does that one step, athena literally cannot post the payment. The queue is not stuck on a hard accounting decision; it is stuck on a hand-off nobody owned.

The second half of the problem is visibility. An aging claim shows up on a dashboard; an unpostables balance quietly sits between the bank and the ledger where nobody is looking. So the deposits and postings drift apart over months, and the practice does not notice until reconciliation finally forces the question. This is exactly the ownership gap that dedicated payment posting and reconciliation is built to close, before unposted cash turns into stalled follow-up.

And the cost compounds. Money sitting in unpostables is money you have already collected but cannot see, so the claim behind it never gets worked, patient statements go out wrong, and the accounts receivable picture is off by whatever is frozen in the queue. MGMA and HFMA both treat payment posting and reconciliation as core revenue cycle controls for exactly this reason: when the queue nobody works grows, the practice loses its grip on how much it has actually been paid.

Most groups have already tried the obvious fixes before they talk to anyone. Each one fails the same way: the work lands back on the practice. The pattern, in one table:

The Solution

So what does “someone whose whole job it is” look like on an unpostables queue? The operator starts where the practice usually cannot find the time: reconciling deposits to postings, finding the gap, and sorting every unpostable by why athena could not post it. Then they clear the routine ones, supplying the portal credentials and EOB copies athena is waiting on and finishing the enrollment tasks that were routing back to the practice. Most of what sits in unpostables is a hand-off nobody made, not a hard accounting problem, and that is exactly what dedicated revenue cycle management is built to clear.

Then comes the posting. Once the missing pieces are supplied, the operator posts the reconciled payments against the right claims and drives the unpostables balance to zero, so the deposits and the ledger line back up. And they hold it there month over month rather than clearing it once and letting it refill. Your billing team feels the change in the first month: reconciliation stops being the exercise that surfaces three months of frozen cash, because the queue never gets three months deep again.

Behind all of it, AI drafts the first-pass reconciliation and a credentialed human verifies. The workflow matches deposits to postings, tags each unpostable by its reason, and flags the kickcode tasks that route back to the practice; a person confirms the posting is right and owns the credential and enrollment hand-offs. Every security control that protects the payment and remittance data moving through that process is documented and auditable, and the whole approach is described on our HIPAA and security page, because moving payment and EOB data through a posting workflow is only safe when the controls are real.

Who Actually Does This Work

Fair question: why would an outsourced team work your unpostables queue better than your own staff? Because reconciling payments and closing kickcode tasks is their entire day, not the thing they get to after the claims are worked. The people working your queue are credentialed medical professionals: overseas-trained physicians, US-licensed nurses and pharmacists, and PharmDs, all trained in US revenue cycle and athenahealth payment-posting workflows. They know what a transactional kickcode is asking for, how to read an unpostable back to its missing piece, and how to hold an unpostables balance at zero. That is not a task to squeeze between claims; it is a specialty.

We are not a billing mill. We are a clinical operations partner, a healthcare BPO built on dedicated virtual staff: 500+ credentialed professionals, 24/7 coverage, and the AI-first-pass plus human-verify workflow you just read about behind every one of them. A typical practice is live in 1 to 2 weeks, at up to 70% below the cost of hiring locally, and no one on our side goes out without a trained backup already inside your workflow, so your unpostables queue never grows for months because the one person who works it is on vacation.

And the security piece your compliance officer will ask about: we are audited to SOC 2 Type II with zero exceptions and certified for ISO/IEC 27001:2022, HIPAA, and GDPR, with zero breaches in eight years. Every workstation runs inside a secure enclave on US-based servers, with screen captures and downloads blocked by policy, so PHI never sits on someone’s home laptop. Every client account carries a $5M E&O and cyber liability policy and a BAA signed before any work starts; the full detail lives in our HIPAA and security posture.

Put the routine and the people together, and a specific list of things simply stops happening.

How We Permanently Fix the Process

A person alone is not the fix, and neither is a bot alone. The fix is a documented unpostables workflow: how deposits get reconciled to postings, what each unpostable reason needs to clear, which kickcode tasks route back to the practice and how to close them, and the enrollment steps that keep athena from holding future payments, all written down and worked the same way every week. Before we take a single queue for a new practice, we chart your unpostables by reason and your open kickcode tasks so we can see exactly where your deposits and postings drifted, and we build the workflow against that.

From there the workflow becomes a living playbook rather than knowledge in one biller’s head. It records how each unpostable reason clears, which portal credentials and EOBs athena needs, how each kickcode task is closed, and the enrollment steps that stop the queue from refilling. It is written down, kept current, and owned by the team. When your operator is out, a trained backup works the same playbook the same way, so your unpostables balance never drifts because one person is away.

That is the difference between clearing this month’s queue and fixing the process for good, and it is what a dedicated revenue cycle management partner actually buys you. A staffer leaving used to mean the unpostables queue quietly grew and the deposits drifted again. Under this model the queue keeps getting worked to zero, the playbook stays, the backup steps in, and unpostables stop being the place your collected cash goes to hide.

The Whole Thing in Four Sentences

athenahealth unpostables are payments athenaOne cannot post because it is missing a portal login, an EOB, or an enrollment step from the practice, and kickcodes are the routing tags that send those tasks back to whoever has to act, often the practice itself. They pile up because the queue is nobody’s actual job, so the money sits frozen and the deposits drift from the postings. Assuming someone is closing the kickcode tasks, clearing the queue once, or leaving it for the biller between claims all fail the same way. The fix is a dedicated operator who reconciles, supplies the missing pieces, closes the tasks, and holds the balance at zero month over month. A multi-specialty group runs exactly this model with us today, names withheld, no patient data shown.

If you want to check us out before talking to anyone: our security posture is independently auditable, we are an MGMA 2026 Corporate Member, and 800+ providers run back office work with us.

Ready to get your unpostables to zero? Try us risk free: two weeks, your real unpostables queue and open kickcode tasks, a dedicated operator reconciling and posting every day, and if it does not earn the handoff, you walk away. From here down is the sales part, and it is short: here is exactly what it costs.

Written By

Dan Nandan

Founder and CEO, Staffingly, Inc. · Piscataway, NJ

Dan Nandan has spent 25+ years in IT consulting and healthcare BPO, was among the first in the US to build an RPO/BPO delivery network in India, and has been featured in Computerworld. He runs the operations and the dedicated virtual teams behind the workflows on this page; the team-voice answers above come from the remote specialists who work them every day.

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