The patient page

Where: click any patient's name (on Members, the Dashboard, alerts, Pharmacy lists and more). Who: anyone with View patients. Every time you open a patient, it is written to the audit log.

At the very top are two links: ← Dashboard and Members.

Every date on this page is MM/DD/YYYY. Times are Eastern, like 10/25/2026 1:05 PM.

When you click a button on this page, a green message tells you what happened (for example Note added.) and the page reloads. If something goes wrong, a red message explains why. While a change is saving, the other buttons are greyed out for a moment.

The header

Name and badges

The patient's name in large type, then a row of badges:

Archive / Unarchive

• Who: people with Archive / unarchive patients (owner, admin, provider by default).
• Archive asks first: "Archive [name]? They disappear from every list, alert and the daily counts. [EMR] keeps syncing the record, and Unarchive brings them back." Click OK. For a hand-entered patient the middle part says "The record is kept" instead.
• Then you see Archived, hidden from all queues; still syncing from [EMR]. (For a hand-entered patient: Archived, hidden from all queues.)
• An archived patient:
  • disappears from the Members list (unless Show archived is ticked), the dashboard, alerts, follow-up lists and the daily summary;
  • gets no new reorders, alerts or follow-ups;
  • has all open alerts closed right away (they leave the Alerts page at once; the reason recorded is "Patient archived");
  • still gets updates from the EMR.
• Under the badges you see Archived [date and time], hidden from the dashboard, alerts, follow-ups and the daily summary. [EMR] sync continues. (The last sentence is left off for a hand-entered patient.)
• Unarchive brings them back right away: Unarchived, back in the queues from the next sweep. Their reorders and alerts come back on the next hourly check.
• Archiving does not cancel an open order. Cancel it first if you need to.

(Where this guide writes [EMR], your screen shows your EMR's real name. If no EMR is connected, it says "the EMR".)

Contact details (right side)

Phone, e-mail, DOB (date of birth), address, and [EMR] sync: [date and time]: the last time the EMR sent this record. It says never for hand-entered patients.

Banners (colored boxes near the top)

These appear only when there is something to decide. Each one is explained below.

"[EMR] disagrees with this membership's type." (red box)

What it is: a staff member set this membership's type by hand (or imported it), and the EMR now reports a different membership for the same patient (or none at all).

The box says, for example: "Staff set Semaglutide; [EMR] reports a Tirzepatide membership ("Tirz monthly") (date)." and a "Likely cause" line:

• If the EMR reports a type: the patient's tag in the EMR was changed, or the rule for that tag points at the wrong type (Settings → Membership types). If the EMR is right, choose Use [EMR]'s; if the tag is wrong, fix it in the EMR and Keep.
• If the EMR reports none: the patient carries no tag that matches a rule. Add the rule or re-tag the patient, then Keep.

Buttons (need Override the EMR membership status (with review when the EMR changes)):

• Keep [type]: keeps your type. If the EMR reported another type, that membership is added as its own row on the next sync (message: "Kept Semaglutide. [EMR]'s Tirzepatide membership will be added as its own row on the next sweep."). You will not be asked again unless the EMR says something new.
• Use [EMR]'s ([type]): this membership switches to the EMR's type and follows the EMR from now on. Reorder and follow-up settings switch to that type's settings (a per-patient "Stop follow-ups" still wins).

Until you decide, the sync does not create the EMR's membership, so nothing is duplicated. On the Members page this shows as EMR membership type differs, review.

"Possible duplicate." (red box)

What it is: the sync found another patient record with the same e-mail or phone but a different patient id in your EMR. It may be the same person entered twice in the EMR.

The box says: "Possible duplicate. Another patient record shares this e-mail or phone under a different [EMR] patient id, open the other record."

Links:

• open the other record: opens the other patient.
• Compare & merge: opens the merge screen with this record as the one to keep and the other as the one to merge away (needs Merge duplicate patient records).
• Not a duplicate: clears the flag (needs Override the EMR membership status …). Message: Marked as not a duplicate.

If it is the same person, also merge them in your EMR.

"Merged." (gold-edged box)

What it is: this record was merged into another one. It says: "Merged. This record was merged into another patient record on [date], its orders, notes, follow-ups, alerts, faxes and shipments live there now. Unarchive only if the merge was a mistake (the history stays on the kept record)." Click another patient record to go to the kept record.

"Possible [EMR] match." (cream box)

What it is: this patient was added by hand, and the [EMR] sync found someone who may be the same person. It shows the EMR name and plan, and whether the date of birth matches ((date of birth matches), or (date of birth not compared, one side is missing it)). It asks: Is this the same person?

Buttons (need Add / edit manual patients, review Zenoti matches; otherwise you see "An admin or provider needs to resolve this."):

• Yes, link to this (your EMR) record: joins them. Everything recorded here (orders, follow-ups, notes) is kept. From now on the EMR fills in name, contact, status and autopay dates. Message: "Linked to [EMR]. Details fill in on the next sync (started now)." A sync starts right away.
• No, not the same person: the EMR record is kept as a separate patient. Message: "Marked as a different person. [EMR] keeps a separate record."

Under the buttons: "Linking keeps everything recorded here (orders, follow-ups, notes) and lets [EMR] take over name, contact, status and autopay dates."

Status override and "[EMR] changed this membership" (EMR status line)

Only for synced patients. Under the badges a grey line shows: [EMR] status: [status].

• Override on the portal (link), Who: people with Override the EMR membership status (with review when the EMR changes). Use it when the EMR's status is not right for the clinic, for example, collection is stopped in the EMR while the patient is on hold.
  1. A box asks "Show this membership on the portal as which status?" with numbered choices (Active, Past due, Suspended, Payment failed, Frozen, Not started, Cancelled, in your EMR's words). Type the number and click OK.
  2. A second box asks Why? The reason is required (at least 3 letters) and is kept on the record.
  3. Message: "Shown as [status] on the portal. [EMR] keeps syncing; you'll be asked to review if its status changes."
• While an override is on, the line says … · shown on the portal as [status] with an amber Overridden badge, the reason, and when. The override drives the dashboard tiles, the Members status filter and the export.
• Use [EMR]'s status (link), removes the override. Message: "Override cleared, back to [EMR]'s status."

"[EMR] changed this membership from X to Y (date) while the portal shows it as Z (override)." (red box), the EMR reported a new status after you set the override. Choose:

• Keep showing [Z]: keeps your override. Message: "Kept the override; reviewed against [EMR]'s new status."
• Use [EMR]'s status ([Y]): removes the override. Message: "Now following [EMR]: [Y]."

While this box is showing, the Override / Use links are hidden until you decide. On the Members page this shows as EMR status changed, review, and on the dashboard as EMR disagrees, review.

"Rx differs" box (in the Medication order card)

See "Medication order card" below.

"schedule date moved" (in the Follow-up dates box)

See "Follow-up dates box" below.

Active alerts

If the patient has open alerts, a box says Active alerts: followed by badges:

Alerts clear by themselves when the problem is fixed (for example, when the medication is marked Ordered, or when a call is logged as Answered).

Name & contact panel (synced patients)

Who sees it: only on synced patients, and only for people with Edit name / contact on Zenoti-synced patients (locks the field from the sync) (owner, admin, provider, nurse by default).

Why it is there: sometimes the pharmacy knows the patient by a different name or address than the EMR does (for example "Bob" at the pharmacy, "Robert" in the EMR). You can change it here so your change sticks.

• Title: Name & contact, plus an amber badge N locked from [EMR] when fields are locked.
• When nothing is locked, it says: "Synced from [EMR]. Edit here when the pharmacy knows the patient by a different name or address, the edited field stops syncing so your change sticks. Date of birth stays as in (your EMR)." (The last word still says "Zenoti" whatever your EMR is.)
• Edit name / contact opens a form: Full name (first last, as the pharmacy knows them), Phone, Email, Sex (Unknown / Female / Male), Address, Apt / suite, City, State, ZIP.
• Save & lock from sync saves. Next to it: "Only the fields you change are locked." Message: "Saved. These fields are now locked, the [EMR] sync will not overwrite them."
• Each locked field is listed: Name, portal value kept ([EMR] has "Robert Smith"), with a button Use [EMR]'s value. Click it to unlock. Message: "Name unlocked, [EMR]'s value returns on the next sync." (A name goes back to the EMR's name right away.)
• Date of birth cannot be changed on a synced patient. It stays the EMR's, because the pharmacy uses it to match the patient. Change it in the EMR.
• Changes apply to all of this patient's memberships.

Patient & memberships panel (hand-entered patients) / Billing (kept in the portal) / Other memberships for this patient

This panel changes its title depending on the patient:

If none of these apply, the panel is not shown.

Text in the panel

• Manual: "Entered by hand, not tied to an EMR." Then either "Autopay repeats: Monthly (same day each month); once the autopay date passes, the daily run moves it (and the reorder date) forward automatically." or "No autopay date, reorders run on the interval from the start date."
• Billing kept in the portal: "[EMR] says who holds this membership (the patient's tag) but reports no payments, so the portal keeps the schedule: next due [date] · $[amount] · repeats [cadence] · last [EMR] check-out [date]. Once the due date passes it rolls forward automatically; change any of it here."

How the autopay date rolls forward: once the date has passed and the membership is Active, the portal's regular check moves it ahead, by one month (same day) for Monthly, or by the reorder interval for Every reorder interval. One-time / banked never moves. If your clinic's reorder rule is "the autopay date", the reorder date moves with it, unless someone set the reorder date by hand or a reorder is already open.

Other memberships table

Lists this patient's other memberships: Membership (click to open that membership's page; the EMR plan name follows), Status, Next autopay, Next reorder.

• For manual patients, the table always shows.
• For synced patients, click Show N other memberships to see it, and Hide to hide it. Your browser remembers your choice.
• A manual patient with one membership sees: "This patient has one membership ([type])." and, if allowed, Use "+ Add another membership" for a second one, each membership gets its own reorder cycle and prescription.

Edit patient & membership (manual) / Edit billing (billing kept in the portal)

Who: people with Add / edit manual patients, review Zenoti matches.

Patient details (shared by all of this patient's memberships): manual patients only:

• Full name, Phone, Email, Date of birth (needed for pharmacy orders), Sex (for the pharmacy) (Not specified / Female / Male), Street address (needed for pharmacy shipping), Address line 2, City, State, ZIP.

This membership ([type]) (manual) or Billing ([type]):

Click Save changes (or Cancel). Only the fields you changed are saved. Message: Patient updated.: plus "Contact details were applied to this patient's other memberships too." when you changed contact details and the patient has other memberships.

The form also says: "Changing the type switches reorders/follow-ups to that type's settings. Pausing or canceling stops new reorder cycles; an open cycle stays until it's addressed."

• Switching to No membership: not allowed while a reorder is open. You see "This patient has an open reorder cycle, delete or finish it first". The patient's autopay details are removed and reorders and follow-ups stop.
• Switching from No membership to a type: the patient becomes a member again. If you did not change the start date, it is set to today.
• On "billing kept in the portal" patients, type and status stay the EMR's (its tags decide them). You can change start date, payment status and autopay fields.
• Synced patients without "billing kept in the portal": these fields belong to the EMR and cannot be changed here.

+ Add another membership (manual patients)

Who: people with Add / edit manual patients, review Zenoti matches, on a hand-entered patient, if your plan has Multiple memberships per patient.

The form says: "Name, contact, date of birth and address are shared with this record. The new membership gets its own reorder cycle, medication and prescription, use it when one patient is on, say, Hormone and Tirzepatide."

Fields: Membership type, Start date (required), Next autopay date (optional, drives the reorder date), Autopay repeats, Autopay amount ($, optional), Next reorder date (optional). Click Add membership. The new membership's page opens.

You cannot add a type the patient already has as an active membership: "This patient already has an active [type] membership".

Synced patients get their memberships from the EMR, so this button does not show for them.

Membership card

The left card, titled Membership, is a summary table.

Next reorder: what the grey words mean

After the date, grey words say where the date comes from:

Your clinic picks the rule at Admin → Settings → Schedules → Next reorder date comes from: the prescription (recommended), the [EMR] autopay date, or a fixed interval after the last order.

Next follow-up: Stop follow-ups / Turn on

• Shows the next follow-up date, or No nurse follow-ups for this membership type, or Follow-ups stopped for this patient.
• An amber not reached, still on list badge shows if the last call did not reach the patient.
• Adjusted manually [date and time], [reason] shows if someone set the date by hand.
• Stop follow-ups: Who: people with Delete follow-up attempts / stop follow-ups for a patient. Asks: "Stop nurse follow-ups for [name]? They leave the follow-up list; medication reorders are not affected." Message: Follow-ups stopped for this patient. The "not reached" flag is cleared too.
• Turn on: turns follow-ups back on for this patient. Message: Follow-ups turned on for this patient.
• This per-patient choice wins over the membership type's setting, every time the EMR syncs.

Scheduled steps (summary line)

If your clinic uses a follow-up step schedule (Admin → Settings → Schedules → Use the step schedule), this row lists the next (up to 3) open steps with their dates, for example: 28-day check-in 11/02/2026 · Lab draw 11/30/2026. Badges: overdue (red for a lab draw, amber for others), today, and a grey (changed) if the date was changed for this patient (hover to see the original date). All steps done when nothing is open. The change dates link jumps down to the Follow-up dates box.

Adjust next reorder date

Who: people with Adjust next reorder date (owner, admin, provider, nurse by default). Hidden when the membership type has no reorders.

1. Pick a date.
2. Type a reason (optional).
3. Click Update date. Message: Reorder date updated.

The help line says: "If a reorder is already open, its due date moves too. Moving it more than N days out closes the alert until it's due again." (N is your reorder notice.)

What happens:

• The new date is marked set by hand and a \* shows on the Members list.
• If a reorder is open and not yet placed:
  • its due date moves to the new date (written in the order's history);
  • if the new date is still within the notice window, the alert switches between "due soon" and "overdue" as needed;
  • if the new date is further out than the notice window, the open reorder is closed and its alerts cleared. A fresh reorder opens by itself when the new date comes near.
• The hand-set date stays until the next order is marked Ordered.

Follow-up dates box

Where: in the Membership card, a framed box titled Follow-up dates. Shown when: follow-ups are not stopped for this patient, and you have Adjust next follow-up date or your clinic's step schedule is on.

Next follow-up call

Who: people with Adjust next follow-up date.

1. Pick a date, add a reason (optional), click Update date. Message: Follow-up date updated.
2. The help line says: "Rescheduling takes the patient off the "not reached" list until the new date; the next answered call starts a fresh N-day cycle."

Details:

• If the patient was "not reached" and the new date is in the future, they come off the not-reached list and that alert closes.
• The date shows Adjusted manually … and a \* on the Members list.
• The next Answered call clears the hand-set date.
• While a hand-set follow-up date is in place, the step schedule does not move the follow-up date.

Scheduled steps (the steps table)

Shown only when a step schedule applies to this patient (the clinic-wide schedule, or the membership type's own schedule, see Admin → Settings → Schedules).

Top line: Counted from [date] (membership start) or Counted from [date] (set by a provider). Every step's date is that day + the step's number of days.

If a provider moved that start day, an amber badge shows schedule date moved from [old date], [reason], and a small button Reviewed, clear flag (needs Adjust next follow-up date). The move also shows on the dashboard card Follow-up schedule moved, review until someone clears it.

The table:

To keep it short, the table shows the last 2 done steps and the next 4 open ones. Click Show all N steps to see everything (it shows about 13 months ahead), and Show fewer to shrink it.

If the schedule has no steps yet: "No steps on the clinic schedule yet (Settings → Schedules)."

Buttons on each row:

Notes on Change date:

• A step already marked done cannot be moved: "That step is already marked done, undo it first to change its date". Click Undo first.
• If you pick the schedule's own date, the change is simply removed.
• The dashboard, the daily summary, and the next follow-up date all follow the new date.
• A lab draw that is overdue is flagged on its own dashboard card. It never stops a reorder.

Move the date the schedule counts from

Who: people with Adjust next follow-up date.

The line says Move the date the schedule counts from: with a date box, a reason box and a Move button.

What happens:

• Every step is re-dated from the new day. A step whose own date was changed with Change date keeps its changed date.
• The next follow-up date moves to the next open step.
• The move is flagged: on the dashboard (Follow-up schedule moved, review) and with the schedule date moved badge here, until someone clicks Reviewed, clear flag.
• The help line says: "Every step is re-dated from the new day (a step whose own date was changed keeps it). The change is flagged on the dashboard until a provider clears it. To move just one step, use Change date on its row, only that step moves."
• There is no "reset" button. To go back, move the date again to the membership start date.

Reorder every N days

Who: people with Change reorder / follow-up intervals (owner, admin, provider by default).

A number box: Reorder every [28] days. Allowed: 7 to 180. Save is greyed out until you change the number. Message: Reorder interval updated.

The interval is used before the first order is placed, when your rule is "a fixed interval after the last order", and as a back-up when there is no days' supply or autopay date. It does not move today's next reorder date by itself; it is used the next time the date is worked out.

Medication order card

The middle card, titled Medication order.

"Rx differs" box (red, at the top)

What it is: an order was placed at the pharmacy directly (by phone, fax or the pharmacy's own website, not through the portal), and it filled a different prescription than the one saved here.

It says: "Order #[number] at the pharmacy ([date]) filled a different prescription than what is saved here. It was placed at the pharmacy directly and has been recorded; the reorder date now counts from it. The saved medication was not changed." Then a list of the differences and Pharmacy filled: [lines and days].

Buttons (need Set a patient's medication):

• Use the pharmacy's prescription: the saved medication becomes what the pharmacy filled. Each line's reorder clock counts from that order (lines for other pharmacies are kept). Message: "Saved medication now matches the pharmacy's prescription."
• Keep what is saved: closes the box; the saved medication stays. Message: Kept the saved medication.

These patients also show on the dashboard card Rx differs at pharmacy.

Reordering / Medication (the saved lines)

The label is Reordering: for patients on reorder tracking, or Medication: for everyone else.

It lists every saved prescription line: drug, strength and quantity, then the directions (sig) in grey. With more than one line they are numbered 1., 2.

• due [date] badge, this line has its own reorder date. Hover: "Last ordered [date]; this line comes due on its own date (days supply − lead days)". Lines get their own dates when your clinic's rule is "the prescription": after an order, each line in it comes due on order date + that line's days' supply − lead days.
• change date / set own date (small link; needs Set a patient's medication), opens a date box with Save, Clear (only if the line has a date) and Cancel.
  • Save sets this line's own date. Message: Reorder date set for this line.
  • Clear removes it, so the line follows the membership's reorder date. Message: Line now follows the membership reorder date.
  • With the "prescription" rule, the membership's next reorder date becomes the earliest line date (unless the reorder date was set by hand).
• Grey note under the lines:
  • the pharmacy name, if your clinic has more than one pharmacy;
  • each line comes due on its own date; the membership reorder date is the earliest: when lines have their own dates;
  • all lines go on one order each cycle until each has been ordered once: when no line has its own date yet.
• from pharmacy history (blue badge), the saved medication was copied from this patient's last pharmacy order by the portal, because nothing was saved. Hover: "Copied from the patient's last order at [pharmacy] by the auto-reorder sweep because nothing was saved. Change it here if it is wrong."
• When nothing is saved: the membership type's default product, with (default for [type]), or not set, pick what this patient receives and it is used for every reorder.

Change / Set medication / Close button (needs Set a patient's medication) opens the editor.

The medication editor

The text says: "Every line this patient receives each cycle, saved here and used for every reorder until a provider changes it. All lines go to the pharmacy on one order. Each fill can still be adjusted on the order form."

• Order from: which pharmacy (only shown if your clinic has 2 or more). Changing it clears the lines, because each pharmacy has its own catalog.
• Each line is a box titled Line 1, Line 2 … (with the drug once picked) and a Remove button (when there is more than one).
  • Product (Stryker catalog): pick a product from the pharmacy's catalog, grouped as on the catalog. Picking fills drug, strength, form, quantity, and the default directions and days' supply if the catalog has them.
  • A line not from the catalog says Custom line (not from the catalog): …
  • Directions (sig): for example "Inject 0.5 mL subcutaneously once weekly".
  • Days' supply: 1 to 365.
  • Refills: 0 to 11.
  • Adjust drug / strength / quantity (adds (customized) if you changed the catalog's values), opens Drug name, Strength, Form, Quantity, Units. Hide details closes it.
• + Add another prescription line: adds a line.
• Save medication: greyed out until at least one line has a drug. Message: "Medication saved, N lines, used for every reorder." The badge "from pharmacy history" goes away (it is now set by staff).
• Clear (use type default): removes all saved lines. Message: "Medication cleared, the membership type default applies."

A line keeps its own reorder date when you edit it.

Verify last order at the pharmacy

A button Verify last order at [pharmacy] (or Re-check at [pharmacy] after the first check; Checking… while it works). Anyone who can view patients can use it.

What it does: asks the pharmacy for this patient's order history, matched by last name + date of birth. Nothing is sent to the pharmacy. The help text says: "Pulls this patient's order history from the pharmacy (matched by last name + date of birth) and keeps the last three here. Nothing is sent."

• After a check: last checked [date and time], kept on the patient. Everyone sees the same saved result.
• You do not need to click it for every patient. The portal refreshes pharmacy history for current patients by itself, about once a week each. Use the button for an on-the-spot refresh.
• If nothing is found: "No orders found at [pharmacy] for this patient (name + DOB must match what the pharmacy has)."
• If the pharmacy cannot be reached, a red message shows (for example Lookup failed).

The table shows the last 3 orders (the newest in bold):

Use as medication / Use this order (needs Set a patient's medication): makes every line of that order the patient's saved medication. Each line is matched to the catalog by name when possible. Message: "Medication set to N lines from the [date] [pharmacy] order (N not in the catalog, review)." Hover: "Set N lines as this patient's medication".

The history shown is for the patient's usual pharmacy.

Auto-reorder (per patient)

Only for patients on reorder tracking. A grey line says:

• Auto-reorder: on ([type] setting), the prescription is prepared for provider approval automatically when the reorder comes due; it is never sent on its own.
• or Auto-reorder: off ([type] setting), staff prepare each reorder by hand.
• It says (set for this patient) instead of ([type] setting) when someone changed it for this patient.

Buttons (need Stage a prescription for the pharmacy (prepare, not send)):

• Turn off for this patient / Turn on for this patient: overrides the membership type's setting for this one patient. Message: Auto-reorder turned off for this patient. (or on).
• Follow type setting: only shows after a per-patient change. Goes back to the type's setting. Message: Auto-reorder follows the membership type again.

Auto-reorder only prepares a reorder that is actually due (within the reorder notice) and that no person has touched yet. A provider must still approve it, and an authorized user must send it.

Order / Order (one-off): and why you see one or the other

When no order is open:

• Patients on reorder tracking (a member, on a type with reorders, whose membership is Active) see: "No open order. One opens automatically N days before [date]." and an Order button.
• Everyone else sees why nothing reorders by itself, then the Order (one-off) button:
  • "This patient has no membership, so nothing reorders on its own. An order placed here is a one-off: it goes to the pharmacy and shows in the order history and tracking, but starts no reorder date."
  • "[Type] is tracked for billing and status only, so nothing reorders on its own. …"
  • "This membership is paused, so nothing reorders on its own. …" (or cancelled)

Who sees the button: people with Stage a prescription for the pharmacy (prepare, not send) or Send a staged prescription to the pharmacy.

Clicking opens the order form (the pop-up window for the prescription). The order form is explained in the Pharmacy section of this Help Center. In short:

• Stage saves it as Pending Provider Approval: nothing is sent.
• Process order sends it to the pharmacy (people with Send a staged prescription to the pharmacy). For a pharmacy with no online connection, the button is Mark as ordered.
• At the bottom is a tick box Save as [first name]'s medication for future reorders. It starts ticked. When ticked, the lines on the order become the patient's saved medication.

A one-off order is a normal order, same form, provider approval, pharmacy, tracking and history, but it is dated today, is never overdue, raises no reorder alerts and moves no reorder date. It shows a blue One-off badge (hover: "This patient is not on reorder tracking, the order starts no reorder date").

Clicking Order for a tracked patient before the reorder date and staging a prescription opens this cycle's reorder early. A prescription a person staged is kept as it is. (An open reorder that nobody has touched, or that only the portal prepared, is closed on the hourly check if its date has moved further out than the reorder notice; a fresh one opens when it is due.)

The open order

When an order is open, the card shows:

• The order status in bold, like Pending Provider Approval, plus a red Overdue badge if past due and a blue One-off badge for one-off orders.
• A grey line: Due [date] · opened [date and time] · placed [date and time] (one-off orders have no due date).
• Tracking line (once the order is placed):
  • Tracking: [carrier] [number]: the number is a link to the carrier's tracking page. Then the service (if known) and where it came from: from the shipping e-mail, from the pharmacy, or entered by staff.
  • If there is no tracking number yet, people with Update order status (Ordered / Shipped / Delivered) see Add tracking number. Pick the carrier (UPS, FedEx, USPS, Other), type the number (at least 6 characters), click Save (or Cancel). Message: Tracking saved.
• Prescription status:
  • Pending provider approval (amber), with auto if the portal prepared it, the drugs, the pharmacy, who prepared it and when, and either ready to process (green) or needs attention (N) (red; hover to see the problems).
  • No prescription prepared for this reorder yet.
  • Once sent: [pharmacy]: submitted / accepted / rejected / error, the pharmacy's order number and status, any message, and · waiting for the pharmacy, refresh in a minute while it is still "submitted". When a tracking number is on file, a green Shipped badge and the carrier link show too.
  • [pharmacy]: pending provider approval, not sent: prepared but not sent.
• Buttons (before the order is sent):
  • Order / Open order: opens the order form (Open order when a prescription is already prepared).
  • Cancel order (red link; needs Cancel an order), asks "Cancel this order? Reason (required):". Type a reason and click OK. Message: Order cancelled. The prepared prescription goes with it; nothing is sent.

Order history

Every order for this membership, newest first:

• The status in bold (for example Ordered), a cancelled badge if it was cancelled.
• A pharmacy badge: [pharmacy]: pending provider approval (amber), submitted (blue), accepted (green), rejected / error / faxed (red), with the pharmacy's order number.
• · due [date] · placed [date] · [membership type]
• A grey line with the latest step: [status] [date and time], [note].
• N earlier steps: click to open the full list of earlier steps (who did what, when).

No orders yet. if there are none.

Nurse follow-up card

Log a call: Who: people with Log follow-up calls (every role by default).

1. Pick how it went: Answered, No answer, Left voicemail, Texted.
2. Type notes from the call (optional, up to 2,000 characters).
3. Click Log attempt. Message: Follow-up logged.

The help line says: "Answered" completes this check-in and schedules the next one N days out. Any other outcome keeps the patient on the follow-up list. Logging a follow-up never changes the medication reorder. N is this patient's follow-up interval (for example 28).

What each outcome does:

The call list below: a badge (Answered green, others amber), the date and time, the notes, and a Delete button (needs Delete follow-up attempts / stop follow-ups for a patient). Delete asks "Delete this follow-up attempt?" Message: Follow-up attempt deleted. The Last follow-up row updates to the newest call left. Deleting does not change the next follow-up date or the "not reached" flag.

No attempts logged. if there are none.

Faxes card

Shown when: your plan has the fax add-on.

Lists every fax linked to this patient, received or sent:

• Received or Sent, the date and time, from [name or number] / to [name or number], the number of pages, and · handled or · open (received faxes).
• An urgency badge from the AI reading: urgent (red), soon (amber), routine (green).
• The AI summary and To do: what needs doing.
• Open on the Fax page: opens the fax there, where you can see the document.

If there are none: "No faxes linked to this patient. A received fax links here by the AI's name + DOB match or the Link patient button on the Fax page."

Notes

Add a note: Who: people with Add notes (every role by default).

Type in the box ("Important updates for the team", up to 4,000 characters) and click Add note. Message: Note added.

• Notes are listed newest first, with the date and time.
• Delete: shows for the person who wrote the note, and for people with Delete any note (everyone can delete their own). Asks "Delete this note? This cannot be undone." Message: Note deleted.
• No notes. if there are none.

Notes on the dashboard: patients with notes show on the dashboard's notes card. There, Hide for me hides a patient from your notes card only (hover: "Hides this patient from your notes card only, colleagues still see it; a new note brings it back for everyone"). When anyone adds a new note, the patient comes back on everyone's card.

Pinned notes: a pinned note is an important note that stays on top, so nobody misses it (for example an allergy, a shipping instruction, or "call before ordering").

• To pin a new note: type it, tick Pin to the top of this patient's page, then click Add note. The message says "Note added and pinned to the top."
• To pin a note that is already there: click Pin next to its date. To take it off the top, click Unpin. Messages: "Note pinned to the top." / "Note unpinned."
• Who can pin: anyone whose role has Add notes (the same people who can write notes).
• Where pinned notes show: in a gold Pinned note box near the top of the patient page (with a see notes link), first in the Notes list with a gold Pinned tag and a light gold background, and in the gold Pinned: line at the top of the reorder pane that opens from a dashboard row. On the dashboard, the Patients with notes card shows a N pinned tag for that patient.
• Pinning never changes the note's words or its date. Deleting a pinned note removes it from the box too.

Questions people ask (patient page)

Q: Why does the reorder date say "from the prescription" instead of "every 28 days"?

A: Your clinic's rule is "the prescription". The date is the last order's date + the days' supply − the lead days (an 84-day fill on 08/14 → 11/01). The interval is only used before the first order.

Q: I changed the reorder date but it went back.

A: A hand-set date lasts until the next order is marked Ordered. Then the normal rule takes over again.

Q: I moved the reorder date and the reorder disappeared from the dashboard.

A: You moved it further out than your reorder notice. The open reorder was closed. A new one opens by itself when the date comes near.

Q: Why is there no "Adjust next reorder date" on this patient?

A: Either you do not have Adjust next reorder date, or this membership type has no reorders.

Q: Why does it say "No reorders for this membership type"?

A: In Admin → Settings → Membership types, this type is set for billing and status only. You can still send a prescription with Order (one-off).

Q: Why do I see "Order (one-off)" instead of "Order"?

A: The patient is not on reorder tracking: they have no membership, their type is billing-only, or their membership is paused or cancelled. A one-off order goes to the pharmacy like any other but starts no reorder date.

Q: I don't see any Order button.

A: You need Stage a prescription for the pharmacy (prepare, not send) or Send a staged prescription to the pharmacy. Also, if an order is already open, the buttons are in the open order section instead (Order / Open order).

Q: Can I order for a patient with no membership?

A: Yes. Open the patient → Order (one-off).

Q: What does "from pharmacy history" mean on the medication?

A: Nothing was saved, so the portal copied the medication from the patient's last pharmacy order. Check it, and click Change if it is wrong.

Q: Do I have to click "Verify last order" on every patient?

A: No. The portal refreshes pharmacy history for current patients by itself, about once a week. The button is for a right-now check.

Q: "Verify last order" says no orders found, but the pharmacy has filled for this patient.

A: The pharmacy matches by last name and date of birth. Check that both match what the pharmacy has. On a synced patient, you can change the name in Name & contact (it locks the name), but the date of birth must be fixed in the EMR.

Q: What does "Rx differs" mean?

A: An order was placed at the pharmacy directly and it filled something different from the saved medication. The order was recorded and the reorder date now counts from it. Choose Use the pharmacy's prescription or Keep what is saved.

Q: How do I stop the portal from preparing reorders for one patient?

A: In the Medication order card, click Turn off for this patient next to Auto-reorder.

Q: Is an auto-prepared prescription sent to the pharmacy by itself?

A: Never. It waits as Pending Provider Approval until a provider approves and an authorized user sends it.

Q: Can I change the date of just one follow-up step (like the lab draw) for one patient?

A: Yes. Follow-up dates → Scheduled steps → Change date on that step's row. Only that step moves. Use schedule date puts it back.

Q: "Change date" says the step is already done.

A: Click Undo on the step first, then change its date.

Q: How do I shift all the steps at once?

A: Use Move the date the schedule counts from at the bottom of the Follow-up dates box. Every step moves (except ones you changed one by one). The move is flagged until someone clicks Reviewed, clear flag.

Q: What does "Follow-up schedule moved, review" mean on the dashboard?

A: Someone moved the date this patient's follow-up schedule counts from. Check the new dates, then click Reviewed, clear flag on the patient page.

Q: The patient answered, but the next follow-up date is not 28 days from today.

A: If your clinic uses the step schedule, the next follow-up date follows the next open step, not the interval.

Q: I logged "Left voicemail" and the patient is still on the list.

A: That is on purpose. Only Answered takes them off. You can also reschedule with Next follow-up call, which takes them off the "not reached" list until the new date.

Q: How do I stop follow-up calls for one patient?

A: Membership card → Next follow-up → Stop follow-ups. Reorders keep running. Turn on brings follow-ups back.

Q: I can't change the patient's name / phone / address.

A: On a synced patient, use Edit name / contact (needs Edit name / contact on Zenoti-synced patients). On a hand-entered patient, use Edit patient & membership (needs Add / edit manual patients).

Q: I can't change the date of birth on a synced patient.

A: The date of birth always comes from the EMR, because the pharmacy uses it to match the patient. Change it in the EMR.

Q: I changed the name on a synced patient, and the EMR still has the old name. Will the sync undo my change?

A: No. The field is locked. To go back to the EMR's value, click Use [EMR]'s value.

Q: How do I add a second membership to a patient?

A: For a hand-entered patient: + Add another membership (needs the Multiple memberships feature). For a synced patient, sell the membership in the EMR; it arrives with the next sync.

Q: Where are this patient's other memberships?

A: In the panel Other memberships for this patient (synced patients: click Show N other memberships) or Patient & memberships (hand-entered patients).

Q: A patient switched from Semaglutide to Tirzepatide in the EMR. Will the portal make a duplicate?

A: No. If the change is made in the EMR (old membership cancelled, new one sold), the old row becomes Cancelled and a new row is created for the same patient. If the EMR reports a type different from one staff set by hand, nothing is created; the patient is flagged [EMR] disagrees …, Keep / Use [EMR]'s.

Q: Why does a patient show "Payment failed"?

A: The EMR reported a failed charge, or (for hand-entered patients) someone set Payment status to Payment failed.

Q: What does "Override on the portal" do?

A: It shows a different status in the portal than the EMR reports, with a reason. The EMR keeps syncing. If the EMR's status changes later, you are asked to review it.

Q: What happens when I archive a patient?

A: They leave every list, alert, follow-up list and daily count. The EMR keeps updating the record. Unarchive brings them back; their reorders and alerts return on the next hourly check.

Q: Who can delete a note?

A: The person who wrote it, and anyone with Delete any note.

Q: Can I pin a note?

A: Yes. Tick Pin to the top of this patient's page when you add it, or click Pin next to an existing note. Pinned notes show in a gold box near the top of the patient page and at the top of the reorder pane. Click Unpin to take one off the top.

Q: Who can pin or unpin notes?

A: Anyone whose role has Add notes. Unpinning a note someone else pinned is allowed, talk to them first if you are not sure.

Q: Where do I see who wrote a note?

A: The patient page shows the date and time. The dashboard notes card shows who wrote the last note.

Q: Does the "reorder coming due" alert use 7 days?

A: No. It follows your clinic's own reorder notice days (Admin → Settings → Schedules → Reorder notice (days before due)).

Q: All the dates are MM/DD/YYYY now. Can I change that?

A: Dates on the patient page are always MM/DD/YYYY, times in Eastern. Date-picker boxes follow your computer's regional setting.