Help Center Membership Management: Patients and memberships Members page
Members page
Where: click Members in the top menu. Who can see it: anyone with View patients (every role by default).
The Members page is the list of all your patients' memberships. Each row is one membership, not one person. A patient with two memberships shows up on two rows.
The page title and the counts
At the top it says Members, N patients · M memberships.
- N patients is the number of different people in the list you are looking at.
- M memberships is the number of rows (plans).
- Hold your mouse over the counts to see: "Patients = people; memberships = plans. One patient may hold more than one membership."
- Both numbers follow the filters (status, type, medication, Show archived). They do not change when you type in the search box.
The buttons in the top right
| Button | What it does | Who sees it |
|---|---|---|
| Find duplicates | Opens the Duplicate patient records page (see the last part of this guide). Hover text: "Find records that look like the same person and merge them". | People with Merge duplicate patient records (owner and admin by default). |
| Export CSV | Takes you to Admin → Settings → Data, where the export lives (see "Export to CSV" below). | People with Export patients, orders and follow-ups to CSV, and only if your plan has CSV import & export. |
| Import CSV | Opens the import panel right on this page. Click again (it now says Close) to hide it. | People with Add / edit manual patients, review Zenoti matches, and only if your plan has CSV import & export. |
| + Add patient manually | Opens the form to type in a new patient. Click again (it now says Close) to hide it. | People with Add / edit manual patients, review Zenoti matches (owner and admin by default). |
Only one of the two panels (Import or Add) is open at a time. Opening one closes the other.
The filter bar
The grey bar above the table has these controls, left to right.
Search by name
- Type any part of a patient's name. The list narrows as you type. Capital letters do not matter.
- Important: search only looks inside the list the filters are showing right now. If the patient is a non-member or is archived, and your filters hide those, the search will not find them in the table. See "Nothing matches … elsewhere" below, the page helps you with this.
Status drop-down
Shows memberships by their status in your EMR. The words come from your EMR, so they may look a little different at your clinic.
| Choice | What it shows |
|---|---|
| Current (all except cancelled) | The starting choice. Every membership that is still on the books: active, past due, suspended, payment failed, frozen, and not started yet. Not cancelled or expired ones. |
| [Active word], paid up to date | Only memberships that are paid up. |
| [Suspended word] | Memberships the EMR suspended (usually after payments failed several times). |
| [Payment failed word] | The latest charge failed, but the membership is not suspended (yet). |
| [Frozen word] | On hold or paused. |
| [Past due word], collection date passed | The payment date has passed. |
| [Cancelled word] | Cancelled memberships. |
| All statuses | Everything, of any status. |
For a manual patient (no EMR), the portal works out the status from the membership's own status: Paused counts as frozen, Canceled as cancelled, and Active counts as active (or payment failed, if you marked the payment as failed).
If staff overrode a membership's status (see "EMR status line and status override" on the patient page), the filter uses the overridden status.
Membership type drop-down
| Choice | What it shows |
|---|---|
| All membership types | Every type. |
| One choice per type (for example Semaglutide) | Only that type. |
| Non-members (no membership) | Only patients with No membership. When you pick this, the status drop-down is ignored (non-members have no status). |
The normal list never shows non-members. They only appear when you pick Non-members (no membership).
Medication drop-down
Only shown if your plan includes Pharmacy e-ordering. Hover text: "Saved medication (what each reorder sends to the pharmacy)".
| Choice | What it shows |
|---|---|
| Any medication status | No medication filter (the starting choice). |
| No medication saved | Patients with no saved prescription lines. Their reorders will use the membership type's default product, if one is set. |
| Medication saved | Patients who have at least one saved line. |
| Medication copied from pharmacy history, review | Patients whose saved medication was copied automatically from their last order at the pharmacy. Someone should check it. |
| Medication set by staff | Patients whose saved medication a person chose. |
Show archived
A tick box. When ticked, the list shows only archived patients (not archived and active together). Untick it to go back.
The row count
Right after the tick box, the page shows N patients (or N patients (archived)). This is the number of rows in the table right now, after the search box. (It counts rows, so a patient with two memberships counts twice here.)
"Nothing matches … elsewhere" and the Show button
If you type a name and nothing in the current list matches, the page waits a moment and then looks across everyone: members, non-members, any status, and archived.
- If nobody anywhere matches, you see: No patient named "…" anywhere in the portal.
- If someone matches somewhere else, you see something like: Nothing matches "Smith" with the filters above, but 2 patients elsewhere do (1 without a membership) (1 archived). with a small button Show them (or Show that patient for one).
Click Show them and the page changes the filters for you, keeping your search words:
- If every match is archived: it ticks Show archived and sets type to All membership types and status to All statuses.
- Otherwise: it unticks Show archived, sets status to All statuses and medication to Any medication status. If every non-archived match is a non-member, it picks Non-members (no membership); if not, All membership types.
The table
| Column | What it shows |
|---|---|
| Patient | The patient's name. Click it to open the patient page. |
| Membership | The membership type. |
| Status | The membership status as a colored badge: Active (green), Paused (amber), Canceled (plain). |
| Next reorder | The next reorder date, MM/DD/YYYY. A dash (- ) means this membership type has no reorders. A small \* means someone set the date by hand (hover: "Manually adjusted"). |
| Order status | Where the reorder stands (see the badges below). Click the badge to open the reorder pane right under the row (hover: "Open the reorder pane"). The reorder pane is explained in the Dashboard and Pharmacy sections of this Help Center. |
| Next autopay | The next payment date. A red Payment failed badge shows if the last payment failed. |
| Last follow-up | The date of the last follow-up call and how it went: answered (green) or no answer, left voicemail, texted (amber). none if no call was ever logged. |
| Next follow-up | The date the next follow-up is due. A \* means someone set it by hand. |
Order status badges (in the Order status column)
The first one that applies is shown:
| Badge | Meaning |
|---|---|
| Review EMR match | A hand-entered patient may be the same person as someone the EMR sync found. Open the patient to decide. (This badge cannot be clicked open.) |
| EMR status changed, review | Staff overrode the status and the EMR has since reported a change. Open the patient to decide. |
| EMR membership type differs, review | The EMR reports a different membership type than the one staff set. Open the patient to decide. |
| Possible duplicate, review | Another record shares this patient's e-mail or phone. Open the patient. |
| No reorders | This membership type is tracked for billing and status only. (Cannot be clicked open.) |
| Overdue · [order status] (red) | A reorder is open and its due date has passed without the medication being ordered. |
| Upcoming Reorder | A reorder is open but nothing is prepared yet. |
| Pending Provider Approval (amber) | A prescription is prepared and waits for a provider to approve and send it. |
| Ready to Order | Approved, not placed yet. |
| Ordered / Shipped (blue) | Placed at the pharmacy / on its way. |
| Delivered / Received (green) | Arrived. |
| Overdue (red, no order) | The reorder date has passed and no reorder is open. |
| Due in Nd (amber) | No reorder open yet; due in N days (shown when 7 days or fewer away). |
| Not due | Nothing to do yet. |
A second, smaller badge may sit next to it about the pharmacy:
| Badge | Meaning |
|---|---|
| auto | The portal prepared this prescription by itself when the reorder came due (hover: "Prepared automatically by the portal when the reorder came due"). It still needs a provider. |
| Sent to pharmacy | Sent; waiting for the pharmacy to answer. |
| Pharmacy accepted | The pharmacy took the order. |
| Faxed to pharmacy | The prescription was faxed. |
| Pharmacy rejected / Pharmacy error (red) | Something went wrong. Open the reorder to see why. |
| Auto-prepare: no Rx to copy (amber) | Auto-prepare was on but there was no prescription to copy. Hover to see the reason. |
Sorting
- Click any column heading to sort by it. Click it again to reverse the order. A small ▲ or ▼ shows which way.
- The starting sort is Next reorder, soonest first.
- Sorting by Order status puts the most urgent first: overdue (oldest first), then by how far along the order is. Memberships with no reorders go last.
- Rows with the same value are sorted by name.
- Your browser remembers your sort, so it stays the same next time (on this computer).
If the list is empty you see No patients match.
Questions people ask
Q: I searched for a patient's name and nothing came up. I know they are in the portal.
A: The search only looks in the list your filters show. Non-members only show under Non-members (no membership) and archived patients only with Show archived. Wait a second after typing, if the patient is somewhere else, the page tells you where and gives you a Show them button that changes the filters for you.
Q: Why does the title say 40 patients but 45 memberships?
A: Some patients have more than one membership. Patients are people; memberships are plans.
Q: Why does the number next to "Show archived" not match the patient count in the title?
A: The number next to the tick box counts rows (memberships) after your search. The title counts people and ignores the search box.
Q: A patient is missing from the list but they are active.
A: Check the status filter. Current (all except cancelled) hides cancelled and expired memberships. Also check the type filter, the medication filter, and that Show archived is not ticked (it shows only archived patients). A patient with No membership never shows on the normal list.
Q: I don't see "+ Add patient manually" or "Import CSV".
A: You need the permission Add / edit manual patients, review Zenoti matches (owner and admin by default). Import CSV also needs the CSV import & export feature on your plan.
Q: I don't see "Find duplicates".
A: You need Merge duplicate patient records (owner and admin by default).
Q: Where did the medication drop-down go?
A: It only shows when your plan has Pharmacy e-ordering.
**Q: What does the little star (\*) next to a date mean?**
A: Someone changed that date by hand. Open the patient to see who, when and why.
Q: Why does one patient show on two rows?
A: They have two memberships (for example Hormone and Tirzepatide). Each membership has its own reorder date and prescription.
Q: The status words in my drop-down are different from this guide.
A: The words come from your EMR. For example, Zenoti says "Due" for past due and "Failed" for payment failed.
Q: Can I change the default sort?
A: Click the column you want. Your browser remembers it.
Q: The Order status badge won't open.
A: Badges for No reorders and Review EMR match cannot be opened. Open the patient page instead.