The Memberships row

Above the first row of cards is the label Memberships, followed in grey by one of these:

• - counted the way (your EMR's name) counts them (for example "counted the way Zenoti counts them"), when an EMR is connected,
• - counted the way the portal counts them (no EMR connected), when no EMR is connected.

If an EMR is connected and has synced at least once, the label ends with · as of and the date and time the last sync finished (for example "as of Oct 25, 8:53 AM"). That is how fresh the membership numbers are.

Why the row matches your EMR

The cards in this row count memberships, not patients. A patient with two memberships (for example a weight-loss plan and a hormone plan) is counted twice, the same way your EMR counts them. The Members page shows the number of separate patients.

The card names come from your EMR's own words, so they match what you see in your EMR:

When you open any of the first six membership cards, this note shows above the list (with your EMR's words filled in):

Memberships, not patients, a patient with two memberships appears twice, the same way (EMR) counts them. "Active" = the EMR says active and its scheduled collection has not lapsed, the same test (EMR) applies in its own Active Members report. "Past due" = still active in the EMR but the collection date passed without payment; the EMR leaves these out of its Active count, so this does too. Suspended and payment-failed memberships still get their reorders and follow-ups; they are only kept out of that number.

If the clinic also has memberships added by hand, it adds: Memberships added manually are counted in the total and shown beside the status tiles.

Who is never counted in any membership card

• Archived patients. Archiving takes a patient out of every card and every count.
• Patients without a membership. They have their own card ("Patients without a membership") and are never in a membership number.
• Cancelled or expired memberships.

Memberships added by hand

When an EMR is connected, memberships typed in by hand (not from the EMR) are kept out of the EMR status cards so those cards match the EMR exactly. They are still counted in Current memberships, and the grey notes tell you how many:

• Current memberships: - all except cancelled · 52 synced + 3 added manually
• Active: - memberships paid up to date · +3 added manually

When no EMR is connected, every membership is the clinic's own, so all cards count all of them.

Card: Current memberships

• Color: green.
• Grey note: - all except cancelled, or - all except cancelled · N synced + N added manually when some were added by hand.
• Hover note: Every membership that is not cancelled, the same bird's-eye total your EMR shows.
• What it counts: every membership still "on the books": active, past due, suspended, payment failed, frozen, and not started yet (sold, starting later). Both EMR and hand-added memberships.
• What it leaves out: cancelled and expired memberships, archived patients, patients without a membership.
• Opening it shows: every one of those memberships, A to Z. The standard patient list (see "The patient list under a card").
• Row button: Archive (see "Row buttons").
• When it changes: on the EMR sync (Zenoti: morning run or Sync now; OptiMantra: hourly), or at once when you archive or add a membership.
• What to do: nothing. It is your total.

Q: Why is there no card for "Not started" memberships?

A: They are counted in Current memberships but do not have a card of their own. They show in the Current memberships list.

Q: Current memberships is bigger than Active plus Suspended plus Failed plus Frozen plus Past due. Why?

A: Current also includes memberships that have not started yet and, when an EMR is connected, memberships added by hand. The status cards count only EMR memberships.

Card: Active (Zenoti "Active", OptiMantra "Active (tagged)")

• Color: green.
• Grey note: - memberships paid up to date, plus · +N added manually when some were added by hand.
• Hover note: Memberships whose payments are up to date, matches the EMR's own Active count.
• What it counts: memberships the EMR says are active and whose scheduled payment has not lapsed.
• What it leaves out: past due, suspended, payment failed, frozen, not started; hand-added memberships when an EMR is connected (they are in the grey note instead).
• Why: this is the number your EMR shows in its own Active Members report. The two should match.
• Opening it shows: those memberships, with the Archive button.
• When it changes: on the EMR sync.

Q: Why does Active not include suspended patients? They still get their medicine.

A: Your EMR does not count them as active, so this card does not either. They still get reorders and follow-ups. Only the number leaves them out.

Q: A staff member changed a patient's status on the patient page. Which status does the card use?

A: The status staff set (the "override") wins until someone clears it. If the EMR later changes its own status for that patient, the patient also shows on EMR disagrees, review.

Card: Suspended

• Color: red.
• Hover note: Memberships the EMR shows as suspended. Reorders and follow-ups keep running for them (so a patient is not dropped while a card issue is sorted out), archive the patient if they have really stopped.
• What it counts: EMR memberships with the status Suspended (usually after payments failed more than once).
• What it leaves out: hand-added memberships when an EMR is connected.
• Opening it shows: those memberships, with the Archive button.
• What to do: contact the patient about payment, or fix it in your EMR. When the EMR shows the membership active again, it moves off this card on the next sync.
• Reorders do not stop. A suspended membership still gets its reorders and follow-ups, so a patient is not dropped while a card problem is being fixed. If the patient has really stopped, open them and click Archive.

Card: Payment failed (Zenoti "Failed")

• Color: red.
• Hover note: The last autopay did not collect; the row clears itself when the EMR sees the payment. (Autopay means the EMR charges the patient's card on a schedule.)
• What it counts: EMR memberships whose latest charge failed but are not suspended yet.
• Opening it shows: those memberships, with Archive. In the list, the Next autopay column also shows a red Payment failed chip.
• When it changes: on the EMR sync, after the payment goes through in the EMR.
• What to do: call the patient to update their card, or take the payment in your EMR. The row clears itself on the next sync. You do not need to clear it by hand.

Card: Frozen

• Color: blue. Hides at zero by default.
• Hover note: The EMR has frozen collections on these memberships (shown only when there are any).
• What it counts: EMR memberships on hold (frozen, or payments stopped for now).
• Note: frozen memberships are on hold in the portal too. They do not get new reorders or follow-up reminders while frozen.

Card: Past due (Zenoti "Due")

• Color: gold. Hides at zero by default.
• Grey note: - collection date passed, not collected
• Hover note: Active in the EMR but the collection date has passed without a payment.
• What it counts: EMR memberships still marked active whose payment date has passed with no payment. Your EMR leaves these out of its Active count, so the portal does too.
• Note: past-due memberships still get reorders and follow-ups.
• With OptiMantra: the portal keeps the payment schedule itself. A membership becomes past due when no payment is seen by the due date plus the grace days set for your clinic.

Card: Patients without a membership

• Color: blue.
• Grey note: - added by hand or from the pharmacy · not in any membership number
• Hover note: People added by hand or from the pharmacy who hold no membership, tracked separately, never in a membership number.
• What it counts: patient records with the membership type "No membership". They were added by hand, from Found at the pharmacy, or from a shipping e-mail.
• Opening it shows this note:

> Patients on record with no membership, added by hand, from "Found at the pharmacy", or from a shipping e-mail. They are kept out of every membership number and queue; prescriptions, orders, shipping, notes and faxes still work on their record. Open a patient and pick a membership type to make them a member.

• Row button: Archive.
• What to do: if the person should be a member, open the patient and choose a membership type. Then they move into the membership cards.
• Good to know: these patients do not get reorders or follow-ups. They can still show on Ordered, not shipped, Ordered, shipped, Rejected by pharmacy, Rx differs at pharmacy, Placed at the pharmacy, recorded and Patients with notes, because those cards are about orders and notes, not memberships.

Card: Seen in (your EMR): no membership

• The card name uses your EMR's name, for example Seen in OptiMantra, no membership.
• Color: blue. Hides at zero by default.
• Grey note: - booked or checked out without a membership tag
• Hover note: The EMR sent a booking or check-out for someone with no membership tag, a sign-up opportunity.
• When you see it: only with an EMR that sends the portal events as they happen (OptiMantra today). With OptiMantra, a membership is a patient tag (a label on the patient in OptiMantra) that matches one of your membership-type rules.
• What it counts: people OptiMantra told the portal about (a booking or a check-out) who carry no membership tag and are not already a member in the portal. Dismissed people are left out.
• Opening it shows this note:

> Patients (EMR) has sent on a booking or check-out who carry no membership tag, the people coming through the door without a plan. Put a tag on them in (EMR) and they move into memberships on their next visit; Dismiss hides the ones who aren't candidates.

Then a table, newest visit first:

| Column | What it shows | |---|---| | Patient | Name only (no phone or e-mail is shown here) | | First seen | The first day the EMR sent this person | | Last seen | The most recent day | | Visits | How many bookings/check-outs the portal has received for them | | Tags they do have | The tags they carry in the EMR, or - | | (button) | Dismiss |

If the list is empty: Nothing here.

• Dismiss: needs Archive / unarchive patients. Takes the person off this card for the whole clinic. They do not come back on later visits. There is no undo button.
• What to do: this is a sales list for the front desk. Talk to these people about a plan. If they sign up, add the membership tag in OptiMantra. They become a member in the portal after their next event arrives, and leave this card.
• Search: the Search by name box works on this list. The other filters (type, order status, date) do not.