Help Center Membership Management: Fax, alerts, audit log and plans Alerts page
Alerts page
What it is
A list of every open alert for your clinic. The heading says Active alerts (N), where N is the number.
The text under the heading says: Alerts clear themselves when the underlying item is addressed, a reorder alert stays until the order is marked Ordered. There is no dismiss button by design.
Why it is there
So nothing falls through the cracks. An alert stays until the real problem is fixed, not until someone clicks it away.
Who can see it
Everyone whose role has View alerts. Every role has it, and it is always on.
How to get there
Click Alerts in the top bar. The badge shows how many alerts are open. The Alerts link (and its badge) only shows for people with View alerts.
Columns
| Column | What it shows |
|---|---|
| Alert | The kind of alert, as a colored pill (see below) |
| Patient | The patient's name, as a link to their page |
| Membership | The patient's membership type |
| Date | The date the alert is about (reorder due date, next autopay date). - if there is none. |
| Raised | The date and time the alert first appeared, in Eastern time (for example 10/24/2026 9:15 PM) |
The list is sorted by Date, soonest first. Alerts with no date are at the end.
When there are no alerts: All clear.
The five kinds of alert and how each one clears
You cannot dismiss an alert by hand. Each one goes away by itself when the real item is dealt with.
| Pill | Color | When it appears | How it clears |
|---|---|---|---|
| Reorder coming due | amber | A patient's reorder date is within the clinic's reorder notice (default 7 days; Admin → Settings → Schedules → Reorder notice (days before due)). It appears when the reorder cycle opens. | The order is marked Ordered (Process order accepted by the pharmacy, Mark as ordered, Fax to pharmacy accepted, or the order is found already placed at the pharmacy). Also clears if the reorder is deleted or cancelled, removed from the list, moved to a date outside the notice window, or reorders are switched off for that membership type. If the date passes first, it turns into Overdue reorder. |
| Overdue reorder | red | The reorder date has passed and nothing has been ordered. | Same as above: mark the order Ordered, or delete/cancel it. If you move the reorder date to a future date inside the notice window, it changes back to Reorder coming due. If you move it outside the window, it clears and comes back when the new date is near. |
| Pending provider approval | amber | A prescription was prepared (staged) for the pharmacy, by a person or by auto-prepare, and is waiting for a provider. | A provider approves it, or the order is sent and marked Ordered, or the prepared prescription is deleted (the reorder goes back to waiting), or the order is cancelled. |
| Payment failed | red | The patient's latest membership payment failed (from the EMR, or set by staff for a manual patient) and the membership is active. | The payment is no longer marked failed (the EMR sees the payment, or staff clear it for a manual patient), or the membership is no longer active. Checked at each sweep. |
| Not reached on follow-up | amber | A follow-up call was logged as No answer, Left voicemail or Texted (not Answered). | An Answered follow-up is logged (clears at once), or the next follow-up date is moved to a future date, or the membership is no longer active, or follow-ups are switched off for the patient. |
When alerts appear and clear: right away or later?
- Right away: anything a person does on a screen that directly addresses the alert. Examples: marking an order Ordered, cancelling a reorder, logging an Answered follow-up, moving a reorder date, approving a prescription, preparing a prescription.
- At the next sweep: things the portal notices by looking at the data. Examples: a reorder becoming due or overdue, a payment marked failed or cleared, a not-reached follow-up, a membership becoming inactive. The sweep runs in the morning run and at every hourly check. An owner or admin can also run it now: Admin → Settings → Data → Re-run alert sweep.
E-mail about alerts
The portal never e-mails single alerts and never puts patient names in e-mail. Instead, one daily summary e-mail gives the counts (for example "Overdue medication reorders: 3"). Staff open the portal to see who.
Questions people ask
Q: How do I clear an alert?
A: Fix the item behind it. For a reorder alert, place the order and mark it Ordered (or cancel the reorder if it is not needed). For a failed payment, the payment must go through in the EMR. For a follow-up, log an Answered call or move the follow-up date.
Q: Why is there no dismiss button?
A: On purpose. An alert means something still needs doing. Hiding it would hide the work.
Q: I placed the order but the alert is still there.
A: The alert clears when the order reaches Ordered. If you sent it to the pharmacy and it is still waiting for the pharmacy to accept it, it stays until the pharmacy accepts (checked every hour). If you ordered outside the portal, open the order and mark it ordered, or wait for the next morning's pharmacy check to find it.
Q: The payment went through but "Payment failed" is still showing.
A: The portal learns about payments from the EMR. With a pull-style EMR (for example Zenoti) that is the morning run or Sync now; the alert clears at the sweep after that. For manual patients, staff clear the payment status on the patient page.
Q: I logged "No answer" but no alert appeared.
A: The Not reached alert is added at the next hourly check, not the moment you log the call.
Q: A patient has two alerts for the same reorder.
A: You may see Pending provider approval and Reorder coming due (or Overdue reorder) together. They are different steps of the same reorder. Both clear when the order is marked Ordered.
Q: What does the Date column mean for each alert?
A: For reorder and pending approval alerts, it is the reorder due date. For payment failed, it is the next autopay date. For not reached, there is no date.
Q: What time zone is the Raised column in?
A: Eastern time. It shows the date and time as MM/DD/YYYY h:mm AM/PM.
Q: I archived a patient. What happens to their alerts?
A: All of that patient's open alerts close at once when you click Archive (the reason recorded is "Patient archived"). They leave the Alerts page and the badge right away. If you unarchive the patient, alerts that still apply come back on the next hourly check.
Q: We merged two duplicate patients. What happened to their alerts?
A: Open alerts on the merged record move to the record you kept.
Q: No alerts are raised for a patient's one-off order.
A: Correct. A one-off order (for a patient not on reorder tracking) never becomes overdue and raises no reorder alerts.