How to Fix Poor Call Quality for International Athenahealth Teams

Introduction

The global healthcare landscape in 2026 is more interconnected than ever, with organizations like Athenahealth leveraging technology to facilitate seamless patient care across borders. However, for international teams collaborating on Athenahealth platforms, poor call quality can be a significant roadblock, hindering communication, slowing down workflows, and ultimately impacting patient outcomes. Imagine a critical patient update being lost in a crackle of static or a vital consultation being cut short by a dropped connection. This is the frustrating reality many face. In fact, recent studies indicate that over 70% of remote teams experience some form of communication disruption, with audio and video quality being the primary culprits. [1] This article delves deep into the common causes of poor call quality for international Athenahealth teams and provides actionable, comprehensive solutions to ensure crystal-clear communication.

Understanding the Root Causes of International Call Quality Issues

Before we can fix a problem, we must understand its origins. For international calls, especially those involving specialized platforms like Athenahealth, the challenges are multifaceted and often stem from a combination of factors. These can be broadly categorized into network-related issues, hardware and software configurations, and environmental or user-specific problems.

Network Infrastructure and Bandwidth Limitations

The internet is the backbone of all modern communication, and for international calls, its performance is paramount. Several network-related issues can degrade call quality:

• Insufficient Bandwidth: International calls, particularly those with video, consume significant bandwidth. If the internet connection at either end (or at any point in between) is not robust enough, data packets can be dropped or delayed, leading to choppy audio, frozen video, and dropped calls. This is especially critical when multiple users are sharing a network, as is common in office environments or even shared home networks. The sheer volume of data required for high-definition audio and video, coupled with the long distances data must travel internationally, exacerbates this problem.
• High Latency (Ping): Latency refers to the time it takes for data to travel from its source to its destination and back. For international calls, this delay is inherently longer due to the physical distance. High latency can cause significant delays in conversations, leading to people talking over each other and a generally disjointed experience. Think of it as a two-way mirror where you see the other person’s actions a second or two after they’ve happened. This delay can become unbearable when it exceeds 200 milliseconds.
• Jitter: Jitter is the variation in the delay of received packets. If packets arrive at irregular intervals, it can cause audio to sound robotic, garbled, or to cut in and out. This is particularly disruptive for real-time voice communication. Imagine a soundtrack where the music speeds up and slows down erratically – that’s the effect of jitter on your voice.
• Packet Loss: When data packets fail to reach their destination, it’s known as packet loss. This can result from network congestion, faulty network equipment, or weak Wi-Fi signals. Packet loss directly impacts call quality, causing missing words, static, and incomplete audio streams. For Athenahealth teams, losing even a few words in a critical patient discussion can have serious consequences.
• Network Congestion: Just like a highway during rush hour, internet networks can become congested when too many devices are trying to use the available bandwidth simultaneously. This is often a problem during peak usage times, whether it’s in a busy office or a residential area with many users online. International internet exchange points can also experience congestion, impacting the global reach of your calls.
• Firewall and VPN Interference: Firewalls are designed to protect networks, but they can sometimes be overly restrictive, blocking or throttling the ports and protocols necessary for real-time communication applications like those used by Athenahealth for its collaboration features. Similarly, Virtual Private Networks (VPNs), while essential for security, can add an extra layer of routing and encryption that increases latency and can negatively impact call quality if not configured optimally.

Hardware and Software Configuration Issues

Even with a perfect network, suboptimal hardware or software settings can sabotage call quality:

• Outdated or Low-Quality Hardware: Using old or low-quality microphones, headsets, or webcams can significantly degrade audio and video clarity. A cheap microphone might pick up excessive background noise, while a low-resolution webcam will result in pixelated video. For professional settings, investing in good quality audio peripherals is non-negotiable.
• Incorrect Audio/Video Settings: Microphones might be muted, volume levels set too low, or the wrong audio input/output device selected within the Athenahealth platform or the operating system. Similarly, video settings might be configured for low resolution to save bandwidth, leading to blurry images.
• Outdated Software and Drivers: Both the Athenahealth application itself and the underlying operating system and hardware drivers (especially for audio and network devices) need to be kept up-to-date. Outdated software can contain bugs that affect performance, and old drivers might not be optimized for the latest communication protocols.
• Background Applications Consuming Resources: Other applications running on the computer, especially those that are resource-intensive (like video editing software, large downloads, or even multiple browser tabs), can consume CPU, RAM, and network bandwidth, leaving fewer resources for the Athenahealth application and impacting call quality.
• Conflicting Software: Sometimes, other communication or audio-enhancing software installed on a user’s computer can conflict with the Athenahealth application, leading to audio or video issues.

Environmental and User-Specific Factors

Beyond the technical, the physical environment and user habits play a crucial role:

• Background Noise: In office environments or home offices, background noise from colleagues, family members, pets, or ambient sounds can make it difficult to hear and be heard clearly. This is a common complaint, especially for teams working remotely or in open-plan offices.
• Poor Acoustics: Echoes and reverberation in a room can make audio sound muddy and unprofessional. Hard surfaces like bare walls and floors tend to reflect sound more than soft furnishings.
• Inconsistent Internet Connections (Wi-Fi Issues): While wired Ethernet connections are generally more stable, many users rely on Wi-Fi. Weak Wi-Fi signals, interference from other devices, or simply being too far from the router can lead to intermittent connectivity and poor call quality.
• User Habits: Speaking too far from the microphone, speaking too softly, or failing to mute the microphone when not speaking can all contribute to a less-than-ideal calling experience.

Comprehensive Solutions for Superior International Call Quality

Addressing these issues requires a systematic approach, starting with the most fundamental elements and moving towards more nuanced optimizations.

1. Optimizing Network Performance

This is arguably the most critical area for international calls.

• Assess and Upgrade Bandwidth:

Test Your Speed: Use reputable online speed test tools (like Speedtest.net) to measure your current download and upload speeds, as well as ping and jitter. Do this at different times of the day to identify potential bottlenecks. For Athenahealth collaboration features, aim for a minimum upload speed of 2-3 Mbps per user for voice and 5-10 Mbps for video, with lower latency and jitter being ideal. [2]  Contact Your ISP: If your speeds are consistently below recommended levels, contact your Internet Service Provider (ISP). Discuss your needs for high-quality voice and video conferencing, particularly for international calls. They may offer business-grade plans with guaranteed higher bandwidth and lower latency. * Consider Dedicated Lines: For critical business operations, explore options for dedicated internet lines or business-grade connections that offer more reliable performance than standard residential plans.

• Reduce Latency and Jitter:

Wired Connections: Whenever possible, encourage users to connect via an Ethernet cable directly to their router instead of relying on Wi-Fi. This provides a more stable and faster connection.  Quality of Service (QoS) Configuration: If you have control over your network router, configure Quality of Service (QoS) settings. QoS prioritizes certain types of network traffic, such as voice over IP (VoIP) and video conferencing, ensuring they get the necessary bandwidth and are less affected by other network activity. Consult your router’s manual or your IT department for instructions.  Choose Closer Servers (if applicable): Some communication platforms allow users to select server locations. If Athenahealth or its integrated tools offer this, choose servers geographically closer to the majority of your international team members.  Optimize VPN Usage: If using a VPN, ensure it’s configured for optimal performance. Sometimes, choosing a VPN server closer to your physical location or the destination server can reduce latency. For critical calls, consider temporarily disabling the VPN if security policies allow, or using a VPN service that offers dedicated business solutions with optimized routing.

• Minimize Packet Loss and Congestion:

Network Monitoring: Implement network monitoring tools to identify congestion points and packet loss issues. This can help pinpoint specific devices or network segments causing problems.  Schedule Bandwidth-Intensive Tasks: If possible, schedule large file downloads, software updates, or other bandwidth-heavy activities outside of peak working hours when international calls are most frequent. * Upgrade Network Hardware: Older routers and switches can become bottlenecks. Ensure your network infrastructure is up-to-date and capable of handling the demands of modern communication.

2. Enhancing Hardware and Software Setup

Even a perfect network can be undermined by poor equipment or settings.

• Invest in Quality Peripherals:

Microphones and Headsets: This is non-negotiable. Invest in good quality, noise-canceling headsets with clear microphones. Brands like Jabra, Plantronics, and Logitech offer professional-grade options. Ensure the headset is compatible with the user’s device (USB, Bluetooth, etc.).  Webcams: For video conferencing, use a webcam with at least 1080p resolution. Ensure it’s positioned at eye level for better engagement.

• Configure Audio and Video Settings Correctly:

Select the Right Devices: Within the Athenahealth application and the computer’s operating system (Windows, macOS), ensure the correct microphone, speakers, and webcam are selected as default devices.  Adjust Volume Levels: Test audio input and output levels to ensure they are neither too low nor too high (causing distortion). * Optimize Video Resolution: While higher resolution looks better, it consumes more bandwidth. Find a balance. If bandwidth is limited, consider setting video resolution to 720p instead of 1080p.

• Keep Software and Drivers Updated:

Athenahealth Platform: Ensure users are running the latest version of the Athenahealth application or any integrated communication tools.  Operating System: Regularly update Windows or macOS to benefit from performance improvements and bug fixes. * Hardware Drivers: Keep audio device drivers and network adapter drivers updated. These can often be found on the manufacturer’s website.

• Manage Background Applications:

Close Unnecessary Programs: Before joining an important international call, instruct users to close all non-essential applications, especially those that consume significant CPU, RAM, or network resources.  Disable Auto-Updates: Configure applications (including the operating system) to not automatically download and install updates during work hours.

• Troubleshoot Software Conflicts:

Test in Safe Mode: If persistent issues arise, try running the Athenahealth communication tool in a clean boot or safe mode environment to see if other software is interfering.  Reinstall Applications: As a last resort, uninstalling and then reinstalling the Athenahealth application or communication client can resolve underlying software corruption.

3. Addressing Environmental and User Factors

These are often the easiest to fix and can have a significant impact.

• Minimize Background Noise:

Quiet Environment: Encourage team members to find the quietest possible space for calls. This might involve using a dedicated office room, a quiet corner, or communicating with household members about quiet times.  Noise-Canceling Headsets: As mentioned, high-quality noise-canceling headsets are invaluable for filtering out ambient sounds. * Mute Button Discipline: Emphasize the importance of using the mute button when not speaking, especially in noisy environments.

• Improve Acoustics:

Soft Furnishings: If working from home or in an office with poor acoustics, suggest adding soft furnishings like carpets, curtains, or acoustic panels to absorb sound and reduce echo.  Strategic Room Choice: Choose rooms with more soft surfaces and fewer hard, reflective ones for calls.

• Optimize Wi-Fi Usage:

Proximity to Router: Encourage users to be as close to their Wi-Fi router as possible.  Use 5GHz Band: If available, use the 5GHz Wi-Fi band, which generally offers faster speeds and less interference than the 2.4GHz band, though its range is shorter.  Router Placement: Ensure the Wi-Fi router is placed in a central, open location, away from obstructions and other electronic devices that might cause interference.  Consider Wi-Fi Extenders or Mesh Systems: For larger homes or offices with Wi-Fi dead zones, consider using Wi-Fi extenders or a mesh Wi-Fi system to improve signal strength and coverage.

• Educate Users on Best Practices:

Microphone Positioning: Advise users to speak directly into the microphone, typically about 2-6 inches away from their mouth.  Clear Articulation: Encourage speaking clearly and at a moderate pace. * Visual Cues: When using video, encourage participants to maintain eye contact with the camera and use visual cues to supplement their speech.

4. Leveraging Athenahealth’s Built-in Tools and Best Practices

Athenahealth, like many modern platforms, offers features and guidelines to enhance collaboration.

• Explore Athenahealth’s Communication Features: Familiarize yourself with the specific audio and video conferencing tools integrated within the Athenahealth ecosystem. Understand their requirements and optimal settings.
• Utilize Platform-Specific Guidance: Athenahealth often provides documentation or support articles on best practices for using their communication tools, especially for distributed teams. Consult these resources regularly.
• Consider Bandwidth-Saving Options: If bandwidth is a persistent issue, explore if the Athenahealth platform offers options to reduce video quality or disable video entirely for certain calls.
• Regular Training: Conduct regular training sessions for international teams on effective remote communication, covering both technical troubleshooting and soft skills for clear collaboration.

5. Proactive Monitoring and Support

Implementing a system for ongoing monitoring and support is crucial for sustained quality.

• Establish a Support Channel: Create a clear channel where users can report call quality issues, whether it’s a dedicated IT helpdesk, a specific email address, or a team chat channel.
• Regular Network Audits: Periodically perform network audits, especially in locations with frequent issues, to identify and address potential problems before they impact productivity.
• Gather User Feedback: Actively solicit feedback from international teams about their calling experience. This qualitative data can highlight issues that quantitative metrics might miss.
• Document Solutions: Maintain a knowledge base of common problems and their solutions, making it easier for users and support staff to resolve issues quickly.

Key Takeaways

• Network is King: The primary culprits for poor international call quality are often insufficient bandwidth, high latency, jitter, and packet loss. Prioritize network assessment and upgrades.
• Hardware Matters: Invest in quality noise-canceling headsets and webcams for clear audio and video transmission.
• Software Optimization: Keep Athenahealth applications, operating systems, and hardware drivers updated. Manage background applications that consume resources.
• Environment Control: Minimize background noise and improve room acoustics by using quiet spaces and soft furnishings.
• User Best Practices: Educate users on proper microphone usage, speaking clearly, and utilizing the mute button.
• Wi-Fi vs. Wired: Wired Ethernet connections are generally more stable than Wi-Fi. Optimize Wi-Fi placement and consider extenders if needed.
• VPN Impact: Be aware that VPNs can increase latency; consider optimization or temporary disabling for critical calls if security permits.
• Proactive Approach: Regularly monitor network performance, gather user feedback, and establish clear support channels for ongoing issue resolution.
• Athenahealth Resources: Leverage any guidance or features provided by Athenahealth for optimizing communication tools.

Frequently Asked Questions

Conclusion

In the increasingly globalized world of healthcare, effective communication is not a luxury but a necessity. For international Athenahealth teams, ensuring high-quality calls is fundamental to efficient operations, robust collaboration, and ultimately, superior patient care. By systematically addressing network infrastructure, optimizing hardware and software, mitigating environmental factors, and fostering good user practices, organizations can transform frustrating communication barriers into seamless conduits of information. Investing in the right tools, providing thorough training, and maintaining a proactive approach to troubleshooting will empower your international teams to connect, collaborate, and contribute at their highest potential in 2026 and beyond. The journey to crystal-clear international calls is an ongoing one, but the rewards—enhanced productivity, reduced errors, and stronger team cohesion—are well worth the effort.