The Needs attention row

The second row is labeled Needs attention. These cards are your work list.

Card: Overdue reorders

• Color: red.
• Hover note: The reorder date has passed and nothing has been ordered.
• What "reorder" means: a reorder is the next refill of a patient's medicine. Each patient has a next reorder date. A few days before it, the portal opens a reorder for them.
• What it counts: members whose membership is active in the portal (this includes suspended, payment-failed and past-due ones), whose membership type has reorders turned on, whose reorder date is before today, and who have no order placed (Ordered, Shipped or Delivered) for this round.
• What it leaves out: archived patients, patients without a membership, frozen or cancelled memberships, membership types with reorders off, and anyone whose order is already placed.
• Opening it shows: those patients, oldest reorder date first. If your role can stage prescriptions, this line shows: Ready to prepare these for the pharmacy? Use the Pharmacy page to stage them in one go.
• Row buttons: Delete when a reorder is open and not yet placed (needs Cancel an order). Archive when there is no open, unplaced reorder (needs Archive / unarchive patients).
• When it changes: a reorder moves here the day after its reorder date (on page load). It leaves when the order is placed (marked Ordered or sent to the pharmacy), when the reorder is deleted, or when the patient is archived.
• What to do: click the order-status chip on the row to work the reorder right there (see "The reorder pane"), or go to the Pharmacy page to prepare many at once.

Card: Reorders due ≤ N days

• The card name uses your clinic's reorder notice (the number of days is always your clinic's own setting, never a fixed 7), for example Reorders due ≤ 7 days. (In Settings the card is listed as Reorders coming due.) The reorder notice is how many days before the reorder date a reorder opens. It is set in Admin → Settings → Schedules → Reorder notice (it also shows under Auto-prepare in Admin → Settings → Pharmacies; it is one setting).
• Color: gold.
• Hover note: Reorders coming due within the clinic's notice window (Settings → Schedules → Reorder notice).
• What it counts: the same group as Overdue reorders, but the reorder date is today or within the next N days, and nothing has been ordered yet.
• Opening it shows: those patients, soonest first, and (if you can stage) Ready to prepare these for the pharmacy? Use the Pharmacy page to stage them in one go.
• Row buttons: Delete (open, unplaced reorder) or Archive.
• Good to know: a patient whose reorder is already prepared and waiting for a provider is still on this card until it is ordered. So the same patient can be on this card and on Pending provider approval or Auto-prepared. The cards overlap; do not add them up.

Card: Pending provider approval

• Color: gold.
• Grey note: - prepared by staff
• Hover note: Prescriptions staff prepared that a provider or admin still has to approve and send.
• What it counts: members with an active membership whose open reorder is waiting for a provider: either its status is Pending Provider Approval, or a prescription has been prepared ("staged") for it and it is not yet Ready to Order or placed. Only reorders a person prepared. Ones the portal prepared by itself are on Auto-prepared instead.
• Opening it shows this note:

> Reorders a person prepared that are waiting on a provider. "Pending provider approval" on a row means the prescription form has been filled in and the order is ready for a provider to approve and process; rows without it still need the form. Reorders the portal prepared on its own are on the Auto-prepared card until someone opens them. Delete throws the reorder away (it reopens fresh if the patient is still due).

• Row button: Delete (needs Cancel an order).
• What to do: a provider (or whoever may send prescriptions) opens the row's chip or the Pharmacy page → Awaiting approval, checks the prescription, and processes the order.

Card: Auto-prepared: pending approval

• Color: blue.
• Grey note: - prepared by the portal, not yet reviewed
• Hover note: Prescriptions the portal prepared automatically when a reorder came due, review, then send.
• When it fills up: only if your clinic turned on Auto-prepare (Admin → Settings → Pharmacies, per membership type). Then, on the hourly check, the portal fills in the prescription for each reorder that comes due. It copies the patient's saved medication, or their last order in the portal, or their last order at the pharmacy. It never sends anything.
• What it counts: reorders the portal prepared that nobody has edited yet.
• Opening it shows this note:

> Prepared automatically by the portal when the reorder came due (Settings → Pharmacies → Auto-prepare, per membership type) and not yet looked at by anyone, the prescription is filled in from the patient's saved medication or their last order, ready to approve. Open the row's chip or the Pharmacy page (Awaiting approval, "auto" rows) to check it, then process the order. Any edit moves it to Pending provider approval. Delete throws it away (it reopens fresh if the patient is still due). (If you cannot send prescriptions, the end reads "…then an owner or admin processes it.")

• Row button: Delete (needs Cancel an order).
• Hiding: shows "0" by default instead of hiding. If your role cannot stage prescriptions and the number is 0, the card is left off your page.
• If a patient could not be prepared: their row on the Due card shows the gold chip Auto-prepare: no Rx to copy. Hover over it to see why (no saved medication, no earlier order in the portal, none found at the pharmacy). Set the patient's medication and it prepares itself on the next hourly check.

The two order cards: "Ordered: not shipped" and "Ordered: shipped"

These two cards show orders that were placed with the pharmacy (sent electronically, faxed, marked as ordered, or placed at the pharmacy directly and recorded) and are not yet marked delivered. They split those orders by one question: is there a tracking number on the order yet? (A tracking number is the number the shipping company, such as UPS or FedEx, gives a package so you can follow it.)

How they work:

• One row per order, not per patient. A patient with two open orders can show twice, or once on each card.
• The status chip on each row shows that row's order. If a patient has two orders, each row shows its own order's status (for example Shipped on one and Ordered on the other).
• Both members and patients without a membership are included. Archived patients are left out.
• Orders that were deleted, removed from the list, or marked delivered are left out.
• An order moves from not shipped to shipped by itself, the moment the pharmacy's shipping e-mail adds a tracking number to it.
• The portal never checks the carrier for delivery. A shipped order stays on the card until a person clicks Delivered (or Remove).
• Neither card hides at zero by default.

(Before 10/25/2026 there was one card, "Ordered, not delivered", that mixed both, plus a hidden "Placed with pharmacy" card. Both are gone.)

Card: Ordered: not shipped

• Color: blue.
• Hover note: Orders placed with the pharmacy that have no tracking number yet, the pharmacy has not sent a shipping notice. They move to "Ordered, shipped" the moment tracking arrives.
• What it counts: open orders placed with the pharmacy that have no tracking number.
• Opening it shows this note:

> Orders placed with the pharmacy that have no tracking number yet, one row per order. A shipping e-mail with tracking moves the order to Ordered, shipped by itself. Orders placed at the pharmacy directly usually never send the clinic a shipping e-mail: check the order at the pharmacy, then Delivered or Remove. Delivered closes the order as delivered; Remove takes it off the list and keeps it on the patient's history exactly as placed. The next reorder date already counts from the prescription's days supply.

• Extra columns: Placed at pharmacy (the day the order was placed) and Prescription (the drugs on that order, with the pharmacy's order number as #… under them).
• Row buttons: Delivered and Remove, for that row's order (both need Update order status (Ordered / Shipped / Delivered)).
• What to do: usually wait. The order moves to "Ordered, shipped" when tracking arrives. If an order sits here a long time, check it at the pharmacy. Orders placed at the pharmacy directly (phone, fax, the pharmacy's own website) often never send the clinic a shipping e-mail, so they stay here until someone clicks Delivered or Remove.

Card: Ordered: shipped

• Color: blue.
• Hover note: Orders with a tracking number that nobody has marked delivered. Click the tracking number to check the carrier, then Delivered (or tick several on Pharmacy → Shipping).
• What it counts: open orders that have a tracking number and are not marked delivered, however old.
• Opening it shows this note:

> Orders with a tracking number that nobody has marked delivered, one row per order. The portal does not see the carrier's delivery scan: click the tracking number to check it, then Delivered. To mark several at once use Pharmacy → Shipping. Delivered closes the order as delivered; Remove takes it off the list and keeps it on the patient's history exactly as placed. The next reorder date already counts from the prescription's days supply.

• Extra columns: Placed at pharmacy, Prescription (with the pharmacy order #), and Tracking: the carrier and tracking number. It is a link that opens the carrier's tracking page in a new tab (hover: "Check delivery on the carrier's site"). If the portal has no link for that carrier, the number shows as plain text.
• Row buttons: Delivered and Remove, for that row's order.
• What to do: click the tracking number. If the carrier says delivered, click Delivered. To mark several at once, use Pharmacy → Shipping → tick the rows → Mark delivered.

Card: Follow-ups not reached

• Color: gold.
• Hover note: Follow-up attempts logged as not reached, try again.
• What a follow-up is: a nurse check-in call. Each member on a type with follow-ups has a next follow-up date.
• What it counts: members with an active membership and follow-ups on, who either were not reached on the last logged call (no answer, left voicemail, or texted) or whose next follow-up date is today or earlier. So it also includes calls that are simply due, not only failed ones. (The daily summary calls this line "Follow-ups due / not reached".)
• What it leaves out: patients whose follow-ups are stopped, frozen or cancelled memberships, membership types with follow-ups off, archived patients, patients without a membership.
• Opening it shows: those patients, earliest follow-up date first.
• Row button: Stop follow-ups (needs Delete follow-up attempts / stop follow-ups for a patient).
• When it changes: a patient leaves when a call is logged as Answered (the next date moves forward), when the follow-up date is moved, or when follow-ups are stopped.
• What to do: call the patient and log the call on their patient page.

Card: Follow-up steps due

• Color: gold. Hides at zero by default.
• Hover note: Scheduled follow-up steps (check-ins) whose date has arrived.
• When you see it: only if your clinic set up a step schedule (Admin → Settings → Schedules), for example a 28-day check-in, a 56-day check-in and a lab draw.
• What it counts: members with an active membership and follow-ups on who have at least one step due today or past due and not marked done. Steps that do not apply to the patient's membership type ("Applies to") are left out.
• Row button: Stop follow-ups.
• What to do: open the patient → Follow-up dates → Scheduled steps → Mark done (or Change date).

Card: Lab draws overdue

• Color: red. Hides at zero by default.
• Hover note: Scheduled lab draws whose date has passed without a result logged.
• What it counts: members with a lab-draw step whose date is before today and not marked done. A lab due today is not counted yet (it is on Follow-up steps due).
• Good to know: an overdue lab never stops a reorder. The provider decides.
• Row button: Stop follow-ups.
• What to do: book the draw; when it is done, mark the step done on the patient page.

Card: Follow-up schedule moved: review

• Color: blue. Hides at zero by default.
• Hover note: A provider moved the membership's start date, which shifts every scheduled follow-up, confirm the new schedule.
• What it counts: members whose step schedule start date ("the date the schedule counts from") was moved by a provider, and nobody has cleared the flag yet.
• Row button: Stop follow-ups.
• What to do: open the patient → Follow-up dates → Scheduled steps. Check the new dates. Then click Reviewed, clear flag (needs Adjust next follow-up date). The patient leaves the card.

Card: Autopay ≤ 7 days

• Color: blue.
• Hover note: Autopay dates in the next seven days.
• What it counts: members with an active membership whose next autopay date (the next day the EMR, or the portal for portal-billed memberships, charges them) is today or within the next 7 days. Always 7 days, whatever your reorder notice is.
• Row button: Archive.
• What to do: usually nothing. Use it to spot cards that may fail.

Card: Review EMR matches

• Color: gold. Hides at zero by default.
• Hover note: A synced record looks like one added by hand, decide whether they are the same person.
• What it counts: patients added by hand for whom the Zenoti sync found a membership with the same name.
• Opening it shows this note:

> These patients were added by hand and the Zenoti sync found a membership with the same name. Open each one and choose Link (same person, keeps the portal history and attaches the Zenoti record) or Not the same person.

• In the list, the order-status chip reads Review EMR match and cannot be clicked.
• Row button: Archive.
• What to do: open the patient. Click Yes, link to this (your EMR) record or No, not the same person (needs Add / edit manual patients, review Zenoti matches; by default owner and admin).

Card: EMR disagrees: review

• Color: gold. Hides at zero by default.
• Hover note: Staff overrode the status shown for these memberships and the EMR has since reported a change, Keep the override or Use the EMR's status.
• What it counts: three kinds of disagreement:
  1. Status: staff set a status on the portal, and the EMR has since changed its own status. Chip: EMR status changed, review.
  2. Membership type: staff set a membership type, and the EMR reports a different one (or none). Chip: EMR membership type differs, review.
  3. Possible duplicate: another patient record shares this e-mail or phone under a different EMR patient number. Chip: Possible duplicate, review.
• Opening it shows this note:

> These memberships have a status override on the portal, and (EMR) has since changed its own status for them. Open each patient and choose Keep (the override stays, re-based on the new EMR status) or Use (EMR)'s status (the override is dropped).

• Row button: Archive.
• What to do: open each patient. The red box at the top explains the problem and gives the buttons (needs Override the EMR membership status (with review when the EMR changes)):
  • status: Keep showing … or Use (EMR)'s status (…)
  • type: Keep (type) or Use (EMR)'s ((type))
  • duplicate: Compare & merge (needs Merge duplicate patient records) or Not a duplicate

Card: Rx differs at pharmacy: review

• Color: gold. Hides at zero by default.
• Hover note: The pharmacy shows a prescription that differs from the medication saved here, a provider decides which is right.
• What it counts: patients (members or not) for whom the daily pharmacy check found an order placed at the pharmacy directly whose prescription is not what is saved in the portal.
• Opening it shows this note:

> The daily pharmacy check found an order placed at the pharmacy directly (not through the portal) whose prescription is not what is saved on the patient, a different dose, days supply, or a line added or dropped. The order itself was recorded and the reorder clock set from it; nothing on the saved medication was changed. Open each patient and choose Use the pharmacy's prescription or Keep what is saved.

• Row button: Archive.
• What to do: a provider opens the patient and clicks Use the pharmacy's prescription or Keep what is saved (needs Set a patient's medication).

Card: Patients with notes

• Color: blue.
• Hover note: Patients with a note on file.
• What it counts: every patient (members or not, not archived) with at least one staff note, minus the ones you hid. Because of that, your number can be different from a colleague's.
• Opening it shows two lines: Every patient with at least one staff note, most recent first. Open the patient to read them. and Hide removes a patient from this card until their next note; the notes themselves stay on the patient page. Then its own table:

| Column | What it shows | |---|---| | Patient | Name; click it to jump to the patient's notes | | Membership | Membership type | | Notes | How many notes, plus a gold N pinned chip if some are pinned | | Last note | Date and time of the newest note (Eastern time) | | By | Who wrote the newest note | | (button) | Hide for me |

If empty: No notes yet.

• Hide for me: needs Add notes (every role has it by default). It hides the patient from your card only. Colleagues still see them. When anyone adds a new note to that patient, they come back for everyone. There is no other undo.

Card: No autopay amount in EMR

• Color: blue. Hides at zero by default.
• Hover note: The EMR sent no autopay amount for these memberships, set one per type or per patient.
• What it counts: current memberships (any status except cancelled/expired) whose next autopay amount is missing or zero.
• Why it matters: the money totals in the Morning brief leave these out.
• Opening it shows this note:

> Current memberships whose EMR record carries no next-autopay amount, so the money figures above leave them out. Usually a banked/VIP plan or a membership the EMR bills outside autopay; fix the amount in the EMR (or on the patient page for manual entries) and the next sync picks it up.

• Row button: Archive.

Card: Shipped: tracking received (7 days)

• Color: blue. Hides at zero by default.
• Hover note: Shipments whose tracking number arrived in the last seven days.
• What it counts: only shipments whose tracking number arrived in the last 7 days. Shipments someone hid are left out.
• Older packages: a package whose tracking came in more than 7 days ago is not counted here, even if it is not marked delivered yet. To see those, open Pharmacy → Shipping and pick Not marked delivered yet in the list box.
• Clicking it: opens Pharmacy → Shipping. There is no list on the Dashboard.

Card: Shipping e-mails: no patient found

• Color: gold. Hides at zero by default.
• Hover note: Shipping e-mails from the pharmacy that match no patient here, match them by hand or add the patient.
• What it counts: shipping e-mails from the pharmacy that the portal could not match to any patient.
• Clicking it: opens Pharmacy → Shipping. There, use Find at pharmacy on the row, or match it by hand.

Card: Placed at the pharmacy: recorded (7 days)

• Color: blue. Hides at zero by default.
• Hover note: Orders placed at the pharmacy directly, not through the portal, in the last 7 days. Each matched a patient and is already on their record, nothing to do unless the prescription differs (see 'Rx differs at pharmacy'). Dismiss takes a row off this card only.
• What it counts: patients (not archived) with an order placed at the pharmacy directly (by phone, fax or the pharmacy's own website) in the last 7 days that the portal already put on their record. One row per patient (their newest such order). Cancelled orders and dismissed rows are left out.
• Opening it shows: the standard columns plus Placed at pharmacy (the pharmacy's date) and Prescription (the drugs filled, and the pharmacy's order number as #… under them). Newest first.
• Row button: Dismiss (needs Update order status (Ordered / Shipped / Delivered)). No confirmation. Takes the row off this card for everyone. The order stays on the patient. No undo button; the row would drop off after 7 days anyway.
• When it changes: new rows come from the morning pharmacy check and the pharmacy-history refresh.
• What to do: nothing, unless the patient is also on Rx differs at pharmacy, review.
• (Before 10/24/2026 this card was called "Found at the pharmacy, 7 days".)

Card: Pharmacy orders: no patient

• Color: gold. Hides at zero by default.
• Hover note: Orders at the pharmacy for people the portal does not know, the rows waiting under Pharmacy → Found at the pharmacy. The number drops as soon as a row is added, linked or deleted.
• What it counts: the rows waiting right now on Pharmacy → Found at the pharmacy.
• Clicking it: opens Pharmacy → Found at the pharmacy. Add or link each person there.
• When it changes: new rows arrive with the morning pharmacy check. The number drops the moment a row is added, linked or deleted.

Card: Rejected by pharmacy

• Color: red. Hides at zero by default.
• Hover note: The pharmacy refused these orders, open the order to see why and resend.
• What it counts: every patient (not archived) whose current order came back from the pharmacy as rejected or with an error. Their row shows a red Pharmacy rejected or Pharmacy error chip.
• Row button: Delete (needs Cancel an order), which throws the reorder away.
• What to do: click the order-status chip. The pane shows the pharmacy's message. Fix the problem (for example the address or the product) and send again. This is urgent: the patient's medicine has not been ordered.
• Good to know: this card is not in the daily summary e-mail. Check the Dashboard for it.