NS - Knowledgebase

There are several URLs that you can use to access the OfficePro service. Each URL is associated with a different version of the service so that you can access the service from multiple locations for redundancy and failover.  There are 2 layers of authentication when login to the OfficePro service. First, you must authenticate at the practice level and then again at the user level. 

Service URLs

• https://secure.naturaesoft.com
• https://officepro.naturaesoft.com

Beta Service URL

• https://beta.naturaesoft.com
  • This is to access the beta version of the OfficePro service. This version will give you access to new features while in testing. Please excuse and report any errors you find in beta to development@naturaesoft.com

Practice Level Authentication

When you first access the service you will be asked to authenticate at the practice level. Each practice will use its practice name (as specified by NatuaSoft when configuring your account) and a unique practice pass. To obtain your practice and practice pass ask your account administrator or look for your welcome email from NaturaeSoft. You can also request that your practice login credentials be sent to the emails on file with your account by contacting support through the chat widget or by emailing support@naturaesoft.com. 

A gift card holds a balance the practice has already been paid for. You sell one, the customer pays for it like anything else, and the balance is then spent against future visits - by whoever holds the card.

There is nothing to switch on. The tools are on the encounter, on the patient record, and on the Admin page, on the Payments tab under Gift Cards.

Sell or load a card

1. Open the encounter for whoever is buying. In the Credits bar, beside Gift Card, click the Sell / load a gift card icon.
2. Enter the Load Amount. If the card is a gift, enter the Recipient - that is what makes a lost card traceable later. The patient whose encounter you are on is recorded as the buyer.
3. Under Bill to, choose Separate gift-card sale to take payment for the card on its own, or Add to this visit (one combined payment) to put it on today's bill.
4. Tap the card on the reader. With no reader, click No reader? Enter card ID manually, type the Card UID and click Use.
5. For a separate sale, click the payment method the customer is paying with. For a combined payment, click Add Gift Card to this Visit and take payment with the encounter as usual.

The card is not funded until that payment is taken. Until then it is pending and cannot be spent, and the patient record shows it as awaiting payment.

The same screen loads more value onto a card that already exists - tap or enter the existing card, and the screen shows its current balance and the new balance after the load.

Redeem against a visit

1. On the encounter being paid, click the Redeem a gift card icon (the heart) beside Gift Card.
2. Tap the card, or use No reader? Enter card ID manually. The Card Balance appears.
3. Redeem is filled in with the most the card can pay: its balance, or the Visit Balance if that is smaller. Lower it to take less - a card does not have to be spent all at once.
4. Click Apply to Visit.

The amount comes off the visit and off the card together. Anything left stays on the card for next time. A card cannot pay more than the visit owes.

Redeem against the patient's account

When the patient owes money across several visits, or you are not working in an encounter, redeem from the patient's page instead.

1. Open the patient. While they have a balance owing, a Gift Card box with a heart icon appears near Add Payment. Click the heart.
2. The window shows the patient's Account Balance. Tap or enter the card as above, check the Redeem amount, and click Apply to Account.
3. Allocate Payment opens straight away. Spread the redemption across the visits it is paying for.

Do the allocation there and then. The amount comes off the card as soon as you click Apply to Account, but until it is allocated it is not paying any particular visit, and those visits still show as owing.

The heart only appears when the patient owes something, and only for users with payments or administrator access.

Check a balance

On the Payments tab of the Admin page, Check Card Balance reads a card without touching a visit - the right tool when someone rings up to ask what is left. Gift Card Store Value on the patient record shows the cards linked to that patient, and View full transaction history shows every load and redemption with the balance after each.

Where the money appears in your reports

This surprises people, so it is worth understanding once.

The revenue is recorded when the card is sold, not when it is spent. Selling a $100 card puts $100 of revenue in the day it was bought. When that card is later redeemed against a visit, the redemption settles revenue you have already recorded rather than adding more.

So a redemption is not a discount and not a new payment - it is the customer spending money you were already paid. If it added to revenue again, the same $100 would be counted twice: once when bought, once when used.

What this means day to day:

• A day with heavy gift card redemption can show strong visit activity and modest takings. That is correct - the money arrived on the day the cards were sold.
• Selling cards is credited to the clinic. Providers are credited for the services they actually deliver when the card is redeemed. Neither is counted twice.
• An unspent card is money you hold but have not yet given anything for. Practices that track this treat outstanding balances as a liability - the Gift Cards section on the Payments tab of the Admin page lists every card with its Balance and Status.

Practical points

• Record the recipient. A card with no name against it is very hard to help with when it goes missing.
• Cards are bearer instruments - whoever has the UID can spend the balance. Treat a stack of unissued cards like a cash drawer.
• Selling is not funding. If the sale is never paid for, the card stays pending and cannot be spent. Check the sale was settled.

The OfficePro service is visit-centric in that everything revolves around visits. There are several ways to add a visit to your schedule. 

• From the Add Menu
  • Choose the [Add Visit] or [Add Meeting] button on the [Add] menu. The select date window will appear.
• From the Schedule Views
  • Double-click on a space on the schedule. This will open the add visit window with the day and time that you clicked already specified.
• From the Patient Detail Page
  • On the left-hand column in the Patient Related Tasks area, you will see an option for Adding a Visit.

Depending on where you click to add a visit, some of the details of the Add Visit form will be filled out for you.  For example, if you click on the Add a Visit link from the patient detail page the patient will already be specified on the form. If you double click on an empty space in your calendar's graphical views the Add Visit form will have the date and time of the visit already set and if you are logged in as a provider the visits will be assigned to you as the provider. 

The Add Visit Form

In order to add a visit you will need to specify its details including the Patient, Provider, CC (chief complaint or chief concern), Visit Type, Date, Time, Duration, and Visit Notes. You can also specify if you want to alert the patient about the visit via email and text once the visit is saved. 

Note: When updating the visit type the visit duration is automatically updated to the default duration set for that visit type. 

Rooms & Resources Tab

If your practice has multiple rooms or other resources set up, you can assigned them to the visit. From the Add window you can only specify one room for the visit. To add more rooms click the Add and Edit Visit button once the details have been set and you can assign further resources to this visit from the Edit Visit window. 

OfficePro offers several convenient ways to add visits to your schedule, allowing flexibility from various screens.

Methods for Adding a Visit

1. From the Add Menu: Hover over the Add menu at the top of the screen and select Visit from the drop-down list.
2. From the Schedule Graph: Double-click any empty space in the schedule under an available provider or resource to add a visit.
3. Using the Search Box: Start typing the patient’s name in the search box located in the upper-right corner of the screen. Once the matching names appear, click the first add icon next to the patient’s name to create a visit.

If you haven’t selected a date from the schedule, you will be prompted to choose one from the pop-up calendar. If the calendar or Add Visit window does not appear, ensure your pop-up blocker is disabled.

Completing the Add Visit Window

Once the Add Visit window appears, you can fill out the essential appointment details.

• For an Existing Patient: Begin typing the patient’s first or last name, then select the correct patient from the drop-down list of suggestions.
• For a New Patient: Click the + icon next to the ID field to open the Add Patient window. After entering the patient’s information, click Add Patient to save and return to the Add Visit window.

Next, follow these steps:

• Provider: Select the provider for the visit from the drop-down list.
• Date: The selected date will be shown here. If you need to change the date, click the field to open the calendar and select a new date.
• Time: The Time field displays the day in five-minute increments, with times outside of 6:00 AM to 10:00 PM greyed out and unavailable for selection.
• Duration: The duration is automatically set based on the visit type you choose (e.g., a consultation may default to 15 minutes). You can adjust the duration manually as needed.
• CC (Chief Complaint): Enter the patient's chief complaint, if applicable, for this visit.
• Visit Type: Select the visit type from the drop-down list. New visit types can be configured in the settings.
• Notes: You may enter a brief note for this visit, but remember this field is not for chart notes.

Rooms and Resources Tab

In the Rooms and Resources tab, you can adjust how the visit is displayed on both the provider’s and room’s schedules.

• Provider Schedule: Modify the time and duration on the provider's schedule. This doesn't affect the patient’s appointment time but can be used for preparation or reducing time if the provider is only required for part of the appointment.
• Room Assignment: Select a room for the appointment. If no room is chosen, the system will use the provider’s default room.
• Room Schedule: You can also change the appointment time and duration on the room’s schedule, such as allowing for setup or cleanup time.

If you need to add additional rooms or resources to the visit, you can do so in the Edit Visit window after saving the appointment.

Finalizing the Visit

Once all the necessary details are entered, click Add Visit.

• Handling Scheduling Conflicts: If any scheduling conflicts arise (e.g., the provider is not available, or the room is already reserved), a pop-up window will display the conflict details. You can either save the visit regardless of the conflict, edit the appointment to resolve the issue, or close the window without adding the visit.
• Successful Addition: If there are no conflicts, you will see a confirmation message, “Visit Added Successfully,” and the Add Visit window will close.

Post-Visit Actions

Once the visit is added, it will appear on your schedule. From here, you can:

• Edit the visit details
• Send visit reminders or intake forms via email
• Create chart notes and encounter receipts

For more details on configuring visit types, providers, rooms, and resources, refer to the first three Configuration videos. To learn about scheduling recurring visits, please see the Knowledge Base article titled “How to Schedule a Recurring Visit.”

You can edit any visit by double-clicking on the visit in any graphical view and from the top right corner of the resulting Visit Details page you will see an edit button. You can also click on the Edit Visit icon  that is on the [E]ncounter form, the [C]hartnote and the [T]reatment plan.   

The Edit Visit Window

From the Edit Visit window you can change the visits Provider, Reason, Type, Date, Time, Duration, Visit Notes and choose to alert the patient with an email and SMS upon save of the visit details. 

If you need to schedule recurring visits for a patient, you can do this in one simple step by using the Add Recurring Visit feature. Follow the steps below to set up a series of visits efficiently.

Accessing the Add Recurring Visit Feature

1. Navigate to the Add Menu: Hover over the Add menu at the top of any screen.
2. Select Recurring Visit: Click the link icon next to the Visit button to open the Add Series of Visits window.

Entering Basic Appointment Information

The fields in the Add Series of Visits window are similar to those in the regular Add Visit window.

• For Existing Patients: Start typing the first or last name of the patient, then select the correct name from the drop-down list of suggestions.
• For New Patients: Click the plus sign next to the ID field to open the Add Patient window. After entering the patient’s information, click Add Patient to save and return to the Add Series of Visits window.

Next, select the provider and room for the visits from the respective drop-down menus.

Setting the Date and Time Range

Instead of selecting a single date, you’ll set a Date Range:

• For example, if you need weekly visits for the entire month of June, enter the start and end dates for June.
• The specific weekdays for the visits will be selected in the next step.

The Start Time field shows available time slots in five-minute increments. Times outside the range of 6:00 AM to 10:00 PM are greyed out and cannot be selected.

The visit duration is determined by the Visit Type you select (e.g., a consultation may default to 15 minutes). You can adjust the duration manually as needed.

Additional Fields and Settings

• Chief Complaint (CC): Enter the patient’s chief complaint, if applicable, for this series of visits.
• Visit Type: Choose the appropriate visit type from the drop-down list. New visit types can be added through the system’s configuration settings.

Select the weekdays for the recurring visits by checking the boxes for the desired days (e.g., Monday, Wednesday, Friday). If the starting date doesn’t match the selected weekdays, the first appointment will occur on the next available day. For instance, if your date range is the month of June and you select Tuesdays, the first appointment will fall on the first Tuesday in June.

To add additional rooms or resources, you can do so later in the Edit Visit window after the appointment series has been saved.

Finalizing the Recurring Visits

Once you’ve entered all the necessary information, click Add Series to save the appointments.

• Handling Conflicts: If there are any scheduling conflicts, such as the provider being unavailable or the room already booked, the system will display the details in a pop-up window. You can either proceed with saving the appointments, make adjustments to resolve the conflict, or cancel the series.
• Success Confirmation: If there are no conflicts, you will see a confirmation message, “Visit Added Successfully,” and the Add Series window will close.

Post-Setup Actions

After the series of visits is added, each visit will appear on your schedule. You can:

• Edit individual visits
• Send visit reminders or intake forms via email
• Create chart notes and generate encounter receipts

For more information on setting up visit types, providers, rooms, and resources, refer to the Configuration video tutorials.

Scheduling a meeting in OfficePro is very similar to scheduling a visit. Follow these steps to easily add a meeting to your schedule.

Adding a Meeting

1. Via the Add Menu: Hover over the Add menu at the top of any page and click Meeting.
2. From the Home Screen: Locate the Scheduling box and select Add Meeting.

Selecting a Date

Choose the desired date from the pop-up calendar to open the Add Meeting window.

Meeting Details

In the Meeting Details tab, you can:

• Subject: Enter a subject for the meeting.
• Type: Select the meeting type from the drop-down list (e.g., Lunch, Out, Meeting, Personal).
• Time and Duration: Set the time and duration of the meeting.
• Provider: Choose the provider who will attend the meeting.
• Notes: Add any notes relevant to the meeting. These will be visible when users view the meeting on the schedule.

Tip: Meeting types can be customized in Schedule Settings, just like visit types. You can add new meeting types or modify existing ones in Admin Settings.

Rooms & Resources

In the Rooms & Resources tab, you can:

• Assign a Room: Select a room for the meeting.
• Adjust Time and Duration: Customize the room and provider’s time allocation for setup or cleanup.

If no room is selected, the meeting will automatically be assigned to the provider’s default room.

Once all details are entered, click Add Meeting to save and add it to the schedule.

Uses for Meetings

Meetings are useful for blocking out time on providers’ schedules for various reasons, such as:

• Lunch breaks
• Personal business
• Any other times they need to be unavailable

To schedule a recurring meeting, click the link icon next to Meeting in the Add menu.

Blocking Out Whole Days

For full-day or multi-day events, use the Holiday feature, which can be set up in the Schedule Settings tab of Admin General Settings.

For more detailed information on setting up meeting types, watch the configuration video on Schedule Settings.

Money is taken against an encounter, in the Payments & Discounts area. Everything a patient owes, pays, or is forgiven is recorded there, and everything is recorded against a code so it can be reported on later.

Taking a payment

Enter the payment type into the payment search box - either its code or its name, so both CA and Cash find the same thing. Then enter the Amount.

The usual types are Cash, Check, Credit Card Payment, ACH Payment and Insurance Payment. Depending on the type you will be asked for a Check Number, an Approval Code or an Auth Number - fill these in. They are what lets you match a payment to a bank statement or a card settlement three months later, and reconstructing them afterwards is painful.

Receiving Agent records who took the money, and Payment Note is free text for anything unusual about it.

Discounts and write-offs

Discounts go in the same way, through the Discounts & Adjustments search box. Choose from Common Discount Percentages saves working out the arithmetic for a standard percentage off.

Practices typically have Doctor Discount, Family Discount, Senior Discount, Trade, Insurance Adjustment and Write Off. They behave identically in the software - the difference is entirely in what they tell you afterwards.

That difference matters more than it looks. A Senior Discount is a pricing decision you chose to make; a Write Off is revenue you failed to collect; an Insurance Adjustment is the difference between what you charged and what the payer allows. All three reduce the balance by the same amount and mean completely different things about how the practice is doing. Using Write Off as a catch-all makes the Discounts Given report useless.

The available codes are fixed for the practice. If you need one that does not exist, contact NaturaeSoft support rather than pressing an existing code into service - the code is what the reporting is built on.

Payments have to be allocated

This is the part that most often causes confusion. Taking a payment and applying it to a visit are two separate things. A payment can sit unallocated - the patient has paid, but the money has not yet been attached to what it was for.

Use Allocate Payment to spread a payment across visits. The screen shows the payment's Available amount, a list of Visits with Outstanding Balances, and what each visit's balance Becomes once you apply the amount you have entered. Unallocated: shows what is left over.

A single payment can be split across several visits, and one visit can be settled by several payments. That is normal - a patient paying off an account in instalments produces exactly that.

Unallocated Payments lists money taken but not yet applied. Work through it regularly. An unallocated payment makes the patient look like they still owe money they have already handed over, which is how a practice ends up chasing someone who has paid.

Credits and refunds

A patient can end up in credit - they overpaid, or a return put value back on their account. Credit can be left to cover a future visit or given back with Process Patient Refund.

Decide which before allocating anything. If you intend to refund a credit, do not allocate it against a payment first - allocate it and it has been spent, and the refund becomes a separate piece of work.

Returns work differently, and it is worth knowing why

Returning a product does not create an ordinary credit. It records a credit of $0.00 and puts the returned value on the return visit as a negative amount. That negative is not a side effect - it is the credit.

So if you are looking at a return in the allocation screen and see a negative row, leave it alone. Removing it would delete the credit and leave the return visit unpaid at the same time. OfficePro blocks that and explains why if you try.

To take a credit back so it can go somewhere else, untick the visit you applied it to. If the return itself was the mistake, reverse the return rather than its credit.

Good habits

• Record the reference - check number, approval code - at the time. Nobody can reconstruct it later.
• Allocate on the day where you can, and clear Unallocated Payments weekly.
• Use the discount code that describes the real reason, not the nearest one to hand.
• Decide refund or credit before allocating.

A card payment taken through FortisPay can be sent back to the same card from inside OfficePro - all of it, or part of it, and more than once. Whether you see VOID or REFUND depends on whether the payment has settled yet.

Open the card payment

1. Find the payment on the patient's Txns tab or on the encounter, and click it. Edit Patient Payment opens.
2. Click the credit card icon beside Check Number. The card transaction opens, with its buttons along the bottom.

If you have access to FortisPay, you can also click a transaction's date in the Credit Card Payments List to open the same screen.

VOID or REFUND

You only ever see one of the two. Neither appears on a declined or voided transaction.

Process the refund

1. Click REFUND. The Process Refund window shows the Patient, the Original Amount and the Card.
2. Enter the Refund Amount. It starts at the full amount that can still be refunded, and it cannot go higher - the Maximum refund is shown underneath.
3. Click Process Refund.

You will see the refund processed successfully. The window closes itself after a moment and the payment screen refreshes.

Partial refunds

You can refund part of a payment, and come back later to refund more. After the first partial refund the button reads REFUND followed by the amount still available, and the Process Refund window adds Already Refunded and Still Refundable. The refunds together can never add up to more than the original payment.

What happens to the visits it paid for

Most card payments are applied to a visit the moment they are taken. When the payment you are refunding has been applied, the Process Refund window warns you first: This payment is already applied., followed by how much is allocated and to which visits.

• Any part of the payment that is not applied to a visit is refunded first. A refund no bigger than that leaves the visits alone.
• Beyond that, the refund takes the money back off the visits it paid for, largest allocation first. The success message says how much was released, and those visits show a balance again.

That is deliberate. The patient has their money back, so the visit is owed again. Decide what should happen next - take a new payment, or reduce the charge with the right discount code - rather than leaving the balance to be found later.

Where the refund is recorded

The refund is filed against a return visit. The success message names it: Filed against return visit #, which balances to $0.00. That visit holds the refunded part of the original payment and the refund itself, which cancel each other out - so the original cannot be spent a second time, and the refund does not float around as unallocated money.

Leave that return visit alone. OfficePro will not let you remove the refund from it, because doing so would make the original payment spendable again.

If the window instead shows Needs attention:, the money has gone back to the card, but OfficePro could not finish the paperwork. Contact NaturaeSoft support with the patient's name; do not refund again.

Refunds that are not to a card

• Process a Refund on the patient's page gives back a credit the patient has not used - an overpayment, for example, returned as cash or check. It records the refund; it does not send anything to a card. It is only shown to users with financial or administrator access.
• To refund a gift card, use Cancel / Refund a Card in the Gift Cards section of the Payments tab on the Admin page.

A deposit groups the payments you are banking together so that what OfficePro shows matches what appears on your bank statement. Without it you have a list of individual payments and a bank line for the total, and no way to tie one to the other.

Create a deposit

1. Open Deposits and choose Create Deposit. The Create a Bank Deposit screen opens.
2. Set the Date and, where you bank to more than one account, the Account.
3. Choose the Type - the deposit group you are banking, such as your cash and checks or your card settlement. The list under Select Undeposited Funds to Add to Deposit narrows to the payments in that group.
4. Tick omit beside anything that is not going to the bank this time. Everything left unticked goes in.
5. Check the Deposit Total against the money in your hand or the card settlement, add a Memo, and click Create Deposit.

Only the payments that were on the screen are deposited. A payment taken after you opened the page waits for the next deposit.

To add a payment to a deposit you have already created, open that deposit and use Add Items to this Deposit: tick Add beside each payment and click Add Payments.

Deposit groups

The Type list is not fixed - it is built from your payment types. Each payment type belongs to a deposit group, set on the Payments tab of the Admin page (see Managing Credit Codes and Payment Types). Payment types that go to the bank on the same slip share a group, so choosing a group shows exactly what should be on that slip.

• (all undeposited) shows every group at once.
• Unassigned appears, with a count, when payments have been taken under a payment type nobody has given a group yet. Those payments are never hidden, but give their types a group so they land in the right deposit.
• Payment types set to Does not reach the bank - opening balances, trade, payroll deductions and the like - never appear on this screen at all, not even under (all undeposited), so they cannot be swept into a deposit by mistake.

Group payments the way the bank will see them. Cash and cheques banked together belong on one deposit; card settlements arrive separately and belong on their own, or the totals will never line up.

When the total does not match

Use Deposit Adjustment and enter the Adjustment Amount - for a bank fee, a rounding difference, or a cheque returned unpaid. Record what it was for. An unexplained adjustment is indistinguishable from an error when someone reviews it later.

Remove Payment takes a payment back out if it was included by mistake; it returns to the list of unbanked payments rather than being deleted.

Print the slip

Produce the deposit slip for the bank, with Payee and Memo as needed. You will see Deposit Slip Created Successfully when it is generated. Take the printed slip to the bank with the money.

Habits that keep it reconciled

• Bank on a schedule, daily or weekly. Payments that sit unbanked for a month are very hard to match afterwards.
• One deposit per bank line. If the bank shows one figure, one deposit should account for it.
• Explain every adjustment at the time.
• Check the total before printing, not after the bank disagrees.

Deposits cover money leaving your hands for the bank. Whether each payment is attached to the right visit is separate - see Managing Payments, Discounts and Write-Offs. A payment can be correctly banked and still not allocated to a visit, which is why a patient can appear to owe money they have already paid.

Open Bulk Messaging in BackOfficePro. A campaign is built in four parts - who it goes to, how it is sent, what it says, and when.

1. Audience

Choose the Tags that describe who should receive this. Match decides how several tags combine:

• Any selected tag - anyone carrying at least one. A wider audience.
• All selected tags - only patients carrying every one. Much narrower, and easy to reduce to nobody by accident.

The Recipients count updates as you choose. Read it before going further. It is the one number that tells you whether the audience is what you meant - a campaign intended for a dozen people showing four hundred recipients is a mistake you want to catch here rather than afterwards.

No deliverable recipients. means nobody in that audience has a usable address or number, so there is nothing to send.

2. Channels

Choose Email, SMS, or both. Sending both means a patient with an address and a mobile gets two messages, which is right for something important and irritating for anything routine.

Texting needs a provisioned SMS number - see Bulk Messaging and Your SMS Number.

3. What it says

Email Message takes a Subject and a Body, and Preview email shows it as the patient will receive it, in your practice branding. SMS Message is plain text and should be short - texts are read on a lock screen.

Merge fields personalise each message. {FirstName} is the common one, and the placeholder on screen shows the shape: Hi {FirstName}, .... A merge field spelled wrongly does not error - it goes out literally, to everyone. This is the single most common way a bulk message embarrasses a practice.

4. Test, then schedule

Send Test Email and Send Test SMS send one to you. Do this every time, even for a small change. It is the only step that catches a broken merge field, a subject line left as a placeholder, or a text that reads badly on a phone.

Then choose When to send, or Send now. Either way the campaign is queued and sent within your practice's send window - so "now" can mean "when the window next opens".

Watching it go

Recent Campaigns lists what you have sent, and Campaign Detail shows Progress as the queue drains. A campaign sitting at zero is usually waiting for the send window rather than failing.

Start Another begins a new campaign.

Habits worth having

• Check the recipient count before every send.
• Always send yourself a test.
• Write the text version separately rather than pasting the email into it.
• Send it once. There is no recall, and a duplicate campaign is worse than a late one.
• Leave out anyone who has opted out of marketing, whatever their tags say.

If you send newsletters or campaigns from an outside tool such as Mailchimp, you can export the patients carrying your tags as a CSV file and import it there as a contact list - the whole tagged book at once, or one tag at a time.

The export follows the same opt-out rules as Bulk Messaging. A patient who has asked not to receive bulk email is never in the file, so the list you hand an outside tool is never wider than the one you could message from inside OfficePro.

Export every tagged patient

1. Open BackOfficePro.
2. Under Marketing Tags, click Manage Tags. The Tags window opens.
3. Click Export CSV at the top of the window. The file downloads.

Export one tag

1. Open the Tags window as above.
2. Find the tag in the list and click the spreadsheet icon in its Action column, beside Edit. Hovering over it reads Export the patients carrying this tag as a CSV.

The file is named with your practice ID and what it contains - All_Tags_Marketing_List.csv for everything, or Tags_ and the tag's number for a single tag - so two exports on the same day do not overwrite each other.

Who is in the file

• Included: active patients carrying the tag, and prospects too. Prospects are often the audience a marketing list is for, so they are kept and marked in their own column.
• Left out: anyone with Do not include in bulk email ticked on their record, and patients who have been made inactive.
• Not left out: patients with Do not include in bulk SMS ticked. They are in the file, marked in the NoBulkSMS column - see below.

Each patient appears once, however many tags they carry.

What is in the file

The file is saved as UTF-8, so accented names open correctly in Excel and import correctly into the outside tool.

Importing it

• Map Tags to the tool's own tags or groups if it offers that on import - most list tools accept a delimited tag column and will split it on the vertical bar if you tell it to.
• Expect rows without an email address. Patients are exported whether or not they have one, and an email tool will skip or reject those rows. That is not an error in the file.
• If you will text from the outside tool, honour the NoBulkSMS column. Those patients have asked not to receive bulk texts. Filter them out before sending anything by SMS.

The file has fewer patients than the Pts count

That is expected. The Pts number beside each tag counts every time the tag has been applied, including patients who have since been made inactive, merged into another record or have opted out of bulk email. The file only holds the patients you are allowed to send to, so it is usually a little shorter.

Things to be careful about

• An export is a snapshot. When a patient opts out later, OfficePro stops including them from then on - but a copy already in the outside tool is out of the application's reach. Record the opt-out in the outside tool as well, and export fresh rather than re-using an old file.
• Tag names travel with the file. A tag named after a condition or treatment tells the outside tool that the patient has it. Name marketing tags for what they are - a newsletter, an event, a programme - and check that your agreement with the tool covers what you send it.
• Every export is logged against your practice with the number of patients in it.
• You need BackOfficePro access to export.

Reports live under Reports in OfficePro. The list on the left is the whole set - if a report is not there, it is not hidden further in, it is either retired or not available to your account. There is a Find a report... box at the top of that list; typing two or three letters is usually quicker than reading it.

How reports are grouped

• Overview - the Practice Dashboard, key numbers at a glance, each one clicking through to the report behind it.
• Financial - the Master Report in three depths, plus Billing, Sales Tax, Discounts Given, Unbilled Services, and patients carrying a balance or a credit.
• Products - Products Sold, Subscription Health, Anticipated Refills, Duplicate Products.
• Providers - Provider Report, Provider Summary, Provider Productivity.
• Patients - by Diagnosis, by Revenue, and Duplicate Patients.
• Data Health - Data Error Review, which lists allocation and balance anomalies waiting to be looked at.

You will not see every group. A group only appears when your account has access to something inside it, so two people at the same practice can see different lists. That is the permission working, not a fault.

The three Master Reports

These are the same figures at three depths, and picking the right one saves a lot of scrolling:

• Master Report - Summary - period totals only.
• Master Report - Standard - encounter totals for the period.
• Master Report - Detailed - every encounter, line by line.

Start at Summary and go deeper only when a number needs explaining.

Choosing the period

Most reports open on the current month. The period bar at the top offers today, yesterday, this week, last week, this month, last month, this quarter, last quarter, this year and last year, plus Custom for any two dates.

Some reports have no period bar at all, and that is deliberate. Patients with a Balance Due, Patients with a Credit, Subscription Health and the duplicate-finding reports describe how things stand right now rather than what happened between two dates. A date range would not mean anything on them.

Getting the numbers out

Where a report can be exported, the action sits at the top of the report. Sales Tax, Sales Tax - Line Detail, Discounts Given, Unbilled Services, Subscription Health and Provider Productivity export to CSV, which opens in Excel or Numbers. Any report can be printed to PDF.

Export before you change the period if you want both - the export always reflects what is on screen.

Following a number to its source

Several reports drill through. Clicking a figure on the Practice Dashboard opens the report behind it; the Master Reports step from Summary to Standard to Detailed; and Sales Tax opens Sales Tax - Line Detail, which lists every taxed line making up the total. That detail report is reachable only by drilling into it, which is why you will not find it in the list on the left.

This is the fastest way to answer "why is that number what it is" - keep clicking until you reach the encounter.

What providers see

A provider opening a provider report sees their own figures. Only accounts with financial or administrator access can select a different provider. So a provider reporting that they cannot see a colleague's numbers is describing the system working as intended.

If a report you used to run is not listed

The reports section was rebuilt in August 2026 and a large number of old pages were retired, most of them duplicates or reports nothing had opened in years. An old bookmark may no longer work. Look for the current equivalent in the list, or see A Report Is Missing or Will Not Open, which explains what each refusal message means.

Every visit carries a small check-in icon that shows whether the patient has arrived and left. You can see it, and change it with a click, on the schedule and at the bottom of the encounter, the chart note and the treatment plan. Point at the icon to see the times the patient was checked in and checked out.

What the Icons Mean

Checking in, checking out and undoing a check-out each ask you to confirm first, and the time is recorded in your practice's own time zone.

Check a Patient In or Out from the Schedule

1. Find the visit on today's schedule. In the list views the icon sits at the end of the visit's row of buttons. On the graph schedules, point at the visit to open its details; the icon is at the end of the buttons there.
2. Click the icon and confirm. The schedule reloads with the new icon.

The icons appear on today's visits. The yellow warning is the exception: it appears on any day, so a visit changed after the appointment still stands out.

Check a Patient In or Out from the Encounter or Chart Note

• In the encounter, the icon is at the bottom of the window, just before Leave.
• In the chart note and the treatment plan, it is at the bottom of the window, just before Leave.
• Click it and confirm. The icon changes straight away and the page stays as it is, so nothing you have typed is lost.

Clicking Check Out (Save) in the encounter also checks the patient out, if they have not been already, and saves the encounter. Checking out with the icon records the time only; it does not save the encounter.

When a Checked-Out Visit Changes

When a visit is checked out, OfficePro notes its services and products. If one is added or removed, or its quantity, price, discount or tax changes, the icon turns into a yellow warning, and the encounter shows Changed since check-out above its services and products.

1. Open the encounter.
2. Click Check Out (Save), or click the warning icon at the bottom of the encounter and confirm. This records the changes.
3. The warning clears and the icon returns to the green check mark.

From the chart note, clicking the warning icon opens the encounter. Putting a change back the way it was also clears the warning. Changes to diagnosis codes, CPT codes or modifiers, and insurance payments posted to the visit, do not count as changes.

On the graph schedules the warning shows for visits from the last 60 days. The list views, the encounter and the chart note show it for a visit of any age.

Editing a Checked-Out Visit

• The Edit Encounter Service, Edit Encounter Product and Add Encounter Product windows show a note at the top when the visit has been checked out, as a reminder to use Check Out (Save) afterwards.
• Deleting a service or product from a checked-out encounter with its red delete icon asks you to confirm first.

Good to Know

• The icon cannot undo a check-in. Undoing a check-out leaves the patient checked in.
• Visits checked out before this feature arrived, and visits checked out at the check-in kiosk, show the yellow warning only after the encounter has been saved once with Check Out (Save).
• Meetings have no check-in icon on the schedule.

You can easily send email reminders to patients who have upcoming visits scheduled for the next day or any day within the next two weeks. Follow these steps to ensure your patients are reminded of their appointments.

How to Send Email Reminders

From the Home screen, click Email Visit Reminders in the Messages and Reminders box.

The Visit Reminders window displays a list of upcoming visits that haven’t had reminders sent yet. You can select:

• Date Range: Choose a predefined range like this week, next week, or the following week, or select a specific date within the next two weeks.
• Envelope Icons: These indicate which patients have email addresses on file.

Use the checkboxes to exclude any visits for which you do not want to send reminders.

When you're ready, click Send Reminders to email reminders for all the selected visits.

Handling Missing Email Addresses

After sending the reminders, OfficePro will display a list of successfully sent emails, followed by a list of patients who could not receive reminders because no email address was on file. Next to these patients' visits, their phone numbers will be listed, allowing you to follow up with a phone call.

Once you've made the calls, click Mark Reminded next to each phone call entry to note that the patient was reminded by phone.

The next time you open the Visit Reminders window, visits that have already received a reminder or were marked as reminded by phone will not be checked by default. This prevents duplicate reminders from being sent unless you manually check the visit to include it in the next batch.

Quick Access to Next Day Reminders

If you just need to send reminders for the next day, you can do so from the top menu on any page. Look for the bell icon in the messages area near the upper-right corner of the screen.

• If there are visits scheduled for tomorrow that haven’t received reminders, the bell will appear in color, and a number will display next to it, indicating how many visits need reminders.
• If no reminders are needed, the bell will be grey, and the number next to it will show zero.

Click the bell icon to open a small Email Reminders window, which only shows the visits scheduled for the next day. As with the main Visit Reminders window, only unchecked visits will appear, and you can use the checkboxes to exclude specific visits as needed.

Click Send Email Reminders to send reminders for the selected visits. Any patients without email addresses on file will appear in a phone list, so you can follow up with a phone call.

Customizing Your Email Reminders

You can view or modify the text of your email reminders in the Email Settings tab, located in Admin -> General Settings.

For more detailed instructions on customizing your email settings, refer to the Configuration video on Email Settings, or check out the Knowledge Base articles on Email Settings and Using Gmail With OfficePro.

OfficePro allows you to complete all your end-of-day tasks with ease, including creating and posting deposits, generating daily reports, and reviewing visits for missing transactions. Follow these steps to make sure everything is in order before closing out your day.

Accessing Close-of-Day Functions

To begin, click Home from the top menu on any page. The Home view provides quick access to essential financial and scheduling functions.

Creating a Deposit

OfficePro makes it easy to create a deposit from payments received throughout the day:

• Create a Deposit Alert: If you have pending payments, an alert will appear on your Home screen. Click it to begin.
• Financials Box: Alternatively, click Create a Deposit within the Financials box.

The Create Deposit window will display a list of all payments received since your last deposit. By default, all transactions will be included, but you can customize your deposit by selecting specific payments, such as separating cash and checks.

Once your selections are made, click Create Deposit at the bottom of the list to generate a formatted, printable deposit slip. Each payment you include will no longer appear for future deposits, making it easy to create separate deposits for different payment types.

End-of-Day Report

The End of Day Report gives you a detailed summary of the day’s activities, including visits, payments, claims, and deposits. To view the report, click End of Day Report in the Financials box.

At the top of the report, you’ll see a summary of the day’s visits and financial transactions, including:

• Total visits, charges, and payments
• Changes to your Accounts Receivable (AR) balance

Below the summary, the report breaks down the day’s details:

• A visit list (select Detail, Standard, or Summary view)
• Claims created for the day’s services
• Payments and discounts posted, with both individual transactions and daily totals
• A list of deposits and purchase orders that can be reconciled against your bank account

Reviewing the Day’s Visits

Before the day’s transactions lock at midnight, it’s crucial to review visits for missing or incorrect transactions. This allows you to make any necessary corrections before the day’s records are locked.

There are two ways to review visits from the Home screen:

Visit List: Access a chronological schedule view by clicking Visit List in the Scheduling box. Payments and charges associated with each visit will appear next to the Encounter, Billing, and charting icons.

• PAID: If a visit has been paid in full.
• DUE: If partial or no payment has been made.
• Billing Icon: If a claim has been created, the billing icon will show the document available, and the amount due on the claim will be displayed.
• No Transactions: If no charges or payments have been made, the transaction area will be blank.

End of Day Report: For a quick overview of transactions, use the Standard level of detail to view each visit’s charges, allocations, and balances. Visits with zero charges will stand out, making it easy to identify those needing attention.

Final Review Before Closing

Performing a quick review at the end of the day ensures all transactions are correct and complete. This way, you can make any needed corrections before the day’s data is locked and uneditable (except by an Administrator).

For additional information on using reports in OfficePro, refer to the Knowledge Base article on Reports.

The Patient Encounter form allows front-desk users to manage various tasks related to patient visits, including adding services and products to create a patient receipt, applying payments and discounts, managing visit-related documents, scheduling follow-up appointments, and, if applicable, creating an insurance claim.

Accessing the Encounter Form

You can access the Encounter form in several ways:

• From the Schedule:
  • Chronological View: Click the letter “E” to the right of any visit.
  • Graph View: Mouse over any visit to display visit details, then click the letter “E” in the details box.
• From Patient’s Visit List: Go to a patient detail page, navigate to the Visits tab, and click the letter “E” next to any appointment.

Overview of the Encounter Window

The Encounter window displays the following:

• Patient's basic information
• Visit details, including visit type in a colored bar at the top
• Tabs for different encounter actions
• Financial totals for the visit, including:
  • Charges for products, services, and sales tax
  • Adjusted amounts due to discounts or payments
  • Amounts claimed and paid through insurance claims (if applicable)
  • Balance remaining for the encounter

Adding Services to the Encounter

1. Start Adding a Service: Begin typing the name or CPT code of the service in the Add Service field.
2. Select a Service: A list of matching services will appear. Click on the desired service or service group to add it to the encounter with its default price and quantity.
3. Edit Service Details:
   • Click on the service code or the Dx button to modify the price, quantity, and provider. You can also add notes specific to this encounter.
   • The first tab of the edit window allows changes to price, quantity, and provider, as well as adding notes.
   • The second tab lets you edit CPT and diagnosis codes.
4. Adding Diagnosis Codes:
   • Click in the diagnosis code fields to view previously used codes for the patient. You can also start typing to see a list of possible matches pulled from your diagnosis code pick list and the full ICD-10.
5. Save Changes: After editing, click Save Encounter Service to save changes and return to the Encounter form.

Adding Products to the Encounter

1. Start Adding a Product: Begin typing the product name or code in the Add Product field.
2. Select a Product: A list of matching products will appear. Click on the desired product to open the Add Encounter Product window.
3. Edit Product Details:
   • Adjust the product quantity or dosage and add any special dosing instructions in the Special Instructions field.
4. Save Changes: Click Save & Add Product to Encounter to save changes and return to the Encounter form.

Creating an Encounter Receipt

You can save the encounter at any time, creating a permanent PDF document of the visit, by clicking Create Encounter Receipt from any tab in the Encounter form.

Additional Resources

For more information about managing products and services, please refer to the Knowledge Base articles on Product Administration and Service Administration.

To effectively manage and track patients who have canceled or missed their appointments, you can utilize the following methods:

1. Setting Patient Alerts

You can set alerts for patients who cancel or do not show up for their appointments:

• Access Patient Detail Page: Navigate to the patient's detail page and scroll down to the Patient Notes and Alerts box.
• Add an Alert:
  • Click the green plus sign to add a note.
  • Type your message regarding the cancellation or no-show.
  • Choose Alert Settings:
    • Alert: Your message will display in red just below the patient’s contact information.
    • Alert on Visit Add: Your message will pop up in red in the Add Visit window each time you add a visit for that patient. Note that while the alert will appear, you can still add visits as usual.

2. Color-Coding Canceled Appointments

You can visually distinguish canceled appointments and no-shows on the schedule and reports:

• Appointment Types: Ensure you have an appointment type labeled CNCLD for canceled appointments. Consider creating additional visit types for no-shows or late cancellations.
• Set Color Codes:
  • Assign a standout color (e.g., bright red) to canceled and no-show visit types. This will help differentiate them from other appointment types, which may have lighter colors.
• Updating Visit Types: When a patient cancels or no-shows, change the visit type to CNCLD or the designated no-show visit type.
• Viewing Cancellations:
  • Schedule View: You can easily identify canceled visits by mousing over the appointment.
  • Reports: In monthly or quarterly master reports, canceled visits will be highlighted by color, and the patient's name will be displayed next to each visit.

3. Combining Both Approaches

For comprehensive tracking, consider combining the alert system and color-coding:

• Color-code your cancellations to ensure they stand out in your schedule.
• Review month-end reports for patients with multiple cancellations, and add alerts to their patient detail pages for better follow-up and management.

Patient Administration Overview

The Patient Administration section enables you to manage your patient list, add and edit patient details, and apply filters to access frequently used subsets of the patient database.

Accessing the Patient List

To access your patient list, navigate to Connect in the top menu of any page and select Patients. Alternatively, you can search for a specific patient using the search box located in the upper right-hand corner of any page.

Main Patient List View

The main patient list displays all patients in alphabetical order. For each patient, the list includes:

• Name
• Gender
• Date of birth
• Icons indicating whether their address, email, or notes are on file
• Primary contact phone number

Active patients appear at the top of the list, while inactive patients are displayed at the bottom. You can sort the list by either first or last name or filter the list by the first letter of the patient's name. To view patient prospects, click Show Prospects.

You can add visits and encounters directly from this list by hovering over the patient's name. More details on adding visits and encounters will be provided in a later video.

On the left-hand side, additional filters are available to view specific patient lists, such as:

• New Patients
• Patients who haven’t been seen recently
• Patients with missing information

Adding a New Patient

To add a new patient, click the + icon at the top of the list or select Add A Patient from the left-hand menu.

• Each patient must have a unique full name. If the full name already exists in the system, a “Name Conflict - Not Unique” message will appear. You can resolve this by adding a middle name or initial.
• Enter the patient's gender and date of birth. Adding a provider is optional.
• In the Patient Information tab, enter contact information, including any relevant notes.
• In the next tab, you can add demographic information, emergency contacts, and upload a patient photo.
• The Shipping tab allows you to store a shipping address for product shipments.
• In the Insurance tab, you can indicate whether medical and financial release signatures have been collected for sending insurance claims.

Editing a Patient

To edit a patient’s information, click the pencil icon at the end of the patient’s row. The Edit Patient window includes all the same fields as the Add Patient window, along with additional options for managing billing cases in the Insurance tab. Billing cases will be covered in a separate video.

Patient Detail Sheet

Clicking on a patient’s name from the main patient list opens the Patient Detail Sheet, where you can access the patient’s complete information and perform various patient-related actions.

At the top of the window, you’ll see:

• Patient's name, date of birth, gender, and age
• Total balance owed

The contact information is displayed below this, along with tabs that allow access to:

• Past and upcoming visits
• Associated documents
• Financial transactions
• Purchased products
• Billing cases and claims
• Vital statistics history
• Recent chart notes

If the patient has an outstanding balance, an Accounts Receivable (AR) History tab will also appear. Unscheduled notes and patient alerts are located below these sections.

Additional Actions

The left-hand menu in the Patient Detail Sheet provides links to additional patient-related tasks, including:

• Adding visits, encounters, notes, messages, reminders, or payments
• Processing returns or refunds
• Generating billing statements
• Uploading documents or downloading the patient chart or entire file

Other features on the left-hand menu include a list of the patient’s current problems and medications, the ability to create family groups for more convenient payment processing, and options to print address or chart labels using a connected Label Writer. For practices processing credit card transactions through BluePay, you can store patient credit cards and process payments directly from this page.

The Encounter Documents tab is designed to help you view and manage all documents related to a patient visit, including the ability to create and upload various documents. Follow these steps to utilize this feature effectively:

Accessing the Encounter Documents Tab

1. Open Encounter Window: Access the Encounter window from the schedule or patient detail page. If you see a saved encounter receipt, click Edit in the upper right corner to return to the Edit Encounter window.
2. Select Documents Tab: Click on the Documents tab to view all documents related to the encounter.

Viewing Documents

• The documents list displays all created documents for the encounter, including:
  • Encounter receipts
  • Chart notes
  • Treatment plans
• Each document title includes:
  • Patient’s initials
  • Abbreviated document type
  • Date of service
  • Creation date and time
  • Provider name
• Documents are organized from oldest at the top to newest at the bottom.
• If multiple versions of a document exist, the latest version can be identified by the timestamp in the document title (format: dMMDDYYYYtHHMMSSAM/PM).

Creating Additional Documents

You can create several visit-related documents directly from this tab:

• Create Superbill: Generates a printable list of the visit’s services, including CPT codes and charges (excludes products).
• Create Shipping Invoice: Includes charges for services and products, along with the patient’s mailing address.
• Create Day Sheet: Summarizes services, products, and charges across multiple visits scheduled for the same day.

Uploading Additional Documents

Upload Documents: You can upload documents related to the visit, such as signed releases or copies of the patient’s ID.

Upload Process:

1. Select a document type.
2. Assign the document to a provider.
3. Mark it for the provider’s review if needed.
4. Change the document date if necessary.
5. Optionally associate the document with the current or future visits and add notes.

Uploaded documents can be accessed through the Encounter window or the patient detail page. Any notes added will be visible in both locations.

Managing Uploaded Documents

• Once a document is uploaded, you can:
  • Open it to view or edit.
  • Print or download it.
  • Email it directly to the patient (if permissions are enabled).

Sending Documents via Email

• When viewing a document with email permissions, an Email button will appear in the upper right of the viewer.
• Verify the patient’s email address displayed in the lower right corner.
• Click the Email button to send the document.
• A confirmation window will appear if the sending is successful, indicating the email address and the password required for the patient to open the document.

Managing Document Types

• To manage document types and their attributes, navigate to Admin → General Settings → Documents.
• For more detailed information about setting up document types, refer to the Configuration video on Document Settings.

After a patient visit, the Follow-up tab in the Encounter form allows you to take important actions to ensure continuity of care, such as scheduling a return visit, sending internal messages, or setting future reminders for yourself or other team members. Here's how you can manage follow-ups effectively:

Sending Internal Messages

To communicate with another user in your practice:

1. Click "Add a Message": The message will automatically include the patient’s name, phone number, and the current date and time.
2. Select the recipient: Choose the user within your practice.
3. Choose an action: For example, in a busy practice, you might select "please call" or "action required" to ensure prompt attention.
4. Add a note: This is optional but helpful for clarity. For instance, you could note, "Please follow up on lab results for John Doe."

Once sent, the message will show up in the selected user’s notifications, helping streamline internal communication, especially in fast-paced environments where follow-ups are critical, like holistic clinics or integrative health centers.

Setting Task Reminders

Reminders can be set for any future date, ensuring nothing slips through the cracks:

1. Click "Add a Reminder": It will pre-fill with patient information.
2. Select the user and date: You can assign the reminder to yourself or another team member. For example, you may want a reminder for the front desk staff to follow up with a patient in two weeks.
3. Choose an action: Actions might include "schedule follow-up" or "send refill."
4. Add a note: You might include details like "Check in with patient regarding treatment progress" or "Confirm next therapy session."

The reminder will only appear in the recipient’s notifications when the due date arrives, making this feature particularly useful for multi-provider practices where different roles collaborate on patient care.

Scheduling a Follow-up Visit

To book a follow-up appointment:

1. Check next scheduled visit: If the patient already has an appointment scheduled, it will appear at the top.
2. Search for available times: You can choose timeframes from this week up to six months out. For example, a chiropractor in Seattle might want to follow up in four weeks to reassess spinal alignment.
3. Select visit duration: The duration defaults to match the current visit, but you can adjust it to suit the next session's needs.
4. Schedule the visit: Click on an available time slot, which opens the Add Visit window with details already filled in. You can add any extra notes or chief complaints here.

For more information on scheduling follow-ups, the Knowledge Base article on Adding a Visit will guide you further.

By using these follow-up features, you can keep patient care on track, ensuring timely communication and smooth scheduling, which are crucial in holistic or integrative health settings.

OfficePro offers integrated SMS communication so you can efficiently stay in touch with your patients directly through the platform. This guide explains how to access and use the SMS features to manage conversations and respond to patient messages with ease.

? Accessing the SMS Conversations Window

You can open the SMS Conversations window in one of two ways:

From the Footer:

Click on the Comments icon located in the footer of the OfficePro service.

A red number on the icon shows how many conversations are waiting on a reply. The same number appears in the box beside Msgs at the top of the page. Click that box to open the window showing only those conversations.

From the Tools Menu:

Click on the Tools Menu in the top navigation.

Select SMS Admin.

Both options will bring you to the central SMS Conversations interface.

? Managing Conversations

Once you're in the SMS Conversations window:

You’ll see a list of all ongoing conversations sorted by most recent activity.

Click Unread to show only the conversations waiting on a reply; the number on the button is the same count shown on the Comments icon. A conversation comes off the count as soon as it is opened.

Each conversation represents a phone number, and OfficePro will show each patient record associated with that number.

This is especially useful when family members or shared lines are used — all linked patient records will be clearly visible.

?️ Communicating with Patients

To continue or start a conversation:

Click on any conversation in the list to open the message thread.

You can view the full message history and send replies directly from the window.

All sent and received messages are securely logged and time-stamped for your records.

✅ Helpful Tips

Messages are stored per phone number — always verify the correct patient from the list when messaging a shared number.

You can use SMS to confirm appointments, send reminders, or follow up with patients — just like email, but faster and more direct.

Once online scheduling is on, patients reach it through a link you publish. Embed Links and Buttons generates those for you - the point being that you can send a patient somewhere more specific than your front page.

Three kinds of link

• General Links - book anything you offer. This is the one for your website's main button.
• Provider Links - book with one practitioner. Put these on that practitioner's own page or in their email signature.
• Visit Type Links - book one kind of appointment. These are the useful ones: a link that books exactly the follow-up you just told the patient to book removes every chance of them choosing wrong.

All Visit Types offers everything you have switched on.

Getting the link out

Copy link gives you the address for an email, a text or a social post. Copy the button code gives you HTML for a proper Schedule an appointment button on your website - hand that to whoever maintains it.

Test the Button before you publish. It takes seconds and it is the difference between a link that works and one your patients quietly give up on.

Build your own link is there when you want a combination the standard ones do not cover.

Embedding the portal

Rather than sending patients away, Embed the Portal puts it inside a page on your own site using the Portal Include Code. It keeps patients on your domain, which is worth something. Check it on a phone as well as a desktop - an embed sized for a wide screen is where this usually goes wrong.

Where to put them

• A single obvious button in your site's header or navigation.
• A visit-type link in appointment reminder and follow-up emails.
• Provider links wherever you list your practitioners.
• A general link in your voicemail greeting's text follow-up, if you send one.

Keeping them working

Links point at visit types and providers. If you stop offering a type online, or a practitioner leaves, the links pointing at them stop being useful - and nothing tells you where you published them. Keep a short list of where each link went; it takes a minute now and saves an afternoon later.

Re-test your main link whenever your website is rebuilt.

OfficePro has integrated telehealth conferencing, so virtual consultations are set up from inside the platform rather than through a separate meeting tool. The link is created with the visit and sent to the patient.

Setting Up a Telehealth Visit:

Create a New Visit:

• When scheduling an appointment, select the Telehealth option. This can be done at the time of creating the visit to automatically configure it for virtual attendance.

Choose a Telehealth Visit Type:

• For even quicker setup, you can select a specific Telehealth Visit Type. This option will automatically check the telehealth box and enable the virtual meeting link.

Automatic Patient Notifications:

• Once a telehealth visit is created, OfficePro will send an email and text notification to the patient. These notifications contain a link to access the virtual meeting room, allowing patients to connect with ease.

Additional Tips:

• Ensure that the patient's contact details (email and phone number) are updated in their profile for the notifications to be sent accurately.
• Confirm that your device settings (microphone, camera) are configured for a smooth telehealth experience.

An ERA is the payer's explanation of a payment: which claims it covers, what was allowed, what was adjusted and what is left. Posting it applies all of that to the right claims at once, which is the whole point of billing electronically.

Bringing them in

From the BillPro Billing Center, click Check ERAs. There is one button for each tax ID you bill under, and the number in brackets is that tax ID - not a count of remittances waiting.

Do this on a regular day of the week. An ERA changes nothing until you process it, and a fortnight of unposted remittances makes every patient balance you look at wrong.

Reading the list

ERAs Received lists the remittances for that tax ID, newest first. Each row shows:

• Paid On / ERA ID - the payer's payment date, and the ERA ID to quote to the payer or to support. Click the ERA ID to read the remittance without posting anything.
• Payer - who paid.
• Amount and Check Number - what to match against the deposit in your bank.
• Payment - once the ERA is processed, a Pmt # button that opens the insurance payment it created.
• PDF - the payer's remittance as a PDF, in a window of its own.

To find one remittance, search by check number, ERA ID or amount.

Reconcile the Amount against the actual deposit before you post. A remittance total that does not match the money received is the one thing worth stopping for - it usually means a second ERA belongs to the same cheque.

Posting

Click Process on the remittance. A window opens over the list while Claim.MD is contacted, and when posting finishes the same window shows what was done:

• each claim, with every charge line's payment and adjustments and a Visit link that opens that encounter;
• Denial Alerts, when your practice has asked to be told about particular reason codes (see Controlling How ERA Denial Codes Post);
• Visit Balance Reconciliation - each visit the ERA touched, with its charges, credits and resulting balance;
• Transactions Posted - every amount the ERA now has applied: Patient, DOS, CPT, whether it is a Payment or an Adjustment, the Amount, the Credit it belongs to, and a link into the visit.

Total allocated at the foot of Transactions Posted is read back from what was actually saved, after any balance corrections, so it is the figure to check against the remittance.

Each visit link opens in a window of its own, one per visit, so you can check several without losing the ERA. Click Close when you are done: the list refreshes, and the row now shows when it was processed, a ReProcess button, and the Pmt # link.

If the window shows Request failed, nothing was posted. Try again, and contact support if it keeps happening.

ReProcess runs a remittance that has already been processed again. Reach for it when a posting went wrong, not as a matter of routine.

Checking the result

Open a claim from the remittance and look at Claim Detail:

• Claim Total against Total Payments, split into Insurance Payments and Patient Payments.
• Adjustments / Discounts - contractual write-offs the payer applied.
• Claim Balance - what is genuinely still outstanding.

Claim Balance is the number that matters. It is calculated from the claim's services and payments, and it is what the aged views work from.

What is left after the insurer pays

A balance remaining after an ERA is posted is usually the patient's - a deductible, co-insurance, or a non-covered service. It is not automatically a problem with the claim.

If the balance belongs to a secondary insurer instead, use Create SECONDARY Claim Document on the claim. That produces a Secondary Claim Document carrying the primary's payment and adjustments, which is what a secondary payer needs to see.

Payments that did not come as an ERA

Paper cheques, and payers whose ERA enrolment has not completed, are posted with Process Payer Payment from the billing centre. The result is the same; you are keying what the ERA would have told us.

Here's a concise summary of the Encounter Billing tab process for creating an insurance claim using the OfficePro Suite:

Accessing the Billing Tab:

• Click the letter [B] next to the visit from the schedule or patient detail page.
• Alternatively, open the Encounter window and select the Billing tab.

Billing Case Details:

• View patient billing case details by clicking the blue information icon, which reveals details such as the named insured and referring provider.
• Perform billing actions like adding a claim, entering insurance payments, and editing case details.

Creating a Claim:

• A list of services added to the encounter is displayed, including their CPT codes and diagnosis codes.
• Ensure each service has both a diagnosis code and a CPT code. Yellow alert symbols indicate missing information.
• Click the Edit link next to the alert symbol to modify codes.
• For convenience, you can apply the selected diagnosis code to all services on the visit.
• Check the services you want to include in the claim and click Create claim from visit.

Viewing the Claim:

• After the claim is created, it will appear in the Encounter Billing window below the case details.
• Review claim details such as the claim number, total amount claimed, payment status, and duration since the claim was submitted.
• Open the PDF or text version of the claim document for review or manual submission.

Additional Resources:

• For detailed information on insurance billing, refer to BillPro tutorials and Knowledge Base articles.
• For managing diagnosis codes, consult the Configuration video on Diagnosis Code Administration.

Editing and resubmitting an insurance claim is a straightforward process in OfficePro. Follow these steps to ensure your claim is accurate and submitted successfully.

Step 1: Locate the Claim

You can find the claim in OfficePro using one of the following methods:

By Patient:

• Navigate to the Patients section.
• Find the patient who received the services.
• Open the patient detail page and click on the Billing tab.
• Look for the claim associated with the date of the visit.

By Visit:

• Go to the Visits section.
• Open the visit that the claim was for.
• Click Edit, then click on the Encounter icon.
• In the Encounter window, navigate to the Billing tab to view the claim.

Using BillPro:

• Open BillPro by selecting Tools > BillPro from the top menu.
• Find the claim in the list by either date or patient name.

Step 2: Open the Claim Details

• Once you've located the claim, click the pencil icon next to it to open the Claim Details window.

Step 3: Edit Claim Information

Click on either the ID or CPT field to open the Edit Service window.

Navigate to the Billing Details tab.

Make Necessary Edits:

• Update the Dx codes or Modifiers fields based on the feedback received from the clearinghouse or insurance company.

After making your changes, click Save Encounter Service.

Step 4: Re-create and Resubmit the Claim

1. After saving your changes, go back to the Claim Details window.
2. Click Re-create Claim Document at the bottom of the Claim Details window.
3. Once the claim document is re-created, click the Submit Claim button at the bottom of the claim details page.

Conclusion

By following these steps, you can efficiently edit and resubmit an insurance claim in OfficePro, ensuring that your claims are accurate and compliant with the requirements of the insurance companies. If you have any questions or encounter any issues during this process, feel free to reach out for further assistance!

A treatment plan is the document the patient takes away - what to do, what to take, and how. It is built from the encounter, and it prints as a clean patient-facing page rather than as a copy of your clinical note.

Open the plan

Open the plan from the encounter you are working in. It opens showing the document as the patient will receive it, with the patient's name, the date, you as provider, and a DRAFT watermark across it until it is finished.

The list on the left, headed T:// TXPLAN, shows the sections the plan is made of. Which sections exist is set up once for the practice - see Configuring your ChartPro Service.

Fill it in

Each section has an Edit pencil beside it. Click it, write the content, and it appears in the document straight away, so you are always looking at what the patient will see.

Two kinds of section behave differently:

• Free-text sections such as Diet Therapy hold advice in your own words. Practices usually keep standard wording for these so the same advice does not get retyped, with the specifics filled in per patient.
• Dispensary Items lists what you are dispensing or recommending, each with its own Instructions: line - "Take two capsules three times a day, between meals" and so on. This is the part patients actually follow, so it is worth being specific: with food, at night, away from other supplements.

Finish it

Save & Document finalises the plan and produces the patient copy. Close leaves it as a draft to come back to.

A plan left in draft is not lost, but the patient has nothing - so finish it before the patient leaves rather than intending to come back to it.

Making it useful

• Write for the patient, not the chart. The plan is read at home, days later, by someone who was taking in a lot at the time. Plain instructions beat clinical shorthand.
• Say how, not just what. A supplement with no timing or food instruction gets taken wrongly or not at all.
• Keep it short enough to follow. A plan with four things a patient will do beats one with twelve they will not.
• Standard wording saves real time - the advice that does not change between patients only needs writing once.

Dispensary items on the plan are the same products as in your catalogue, so the instructions can come from the product record rather than being typed each time. See Adding and Editing Products.

Auto Chart records a consultation, transcribes it and drafts the chart note. You read the draft and decide whether it goes in.

Before you start

Open the note on the right visit - the AI is given that visit's Patient, Provider, Visit Type and Date of Service, and it uses them. Starting from the wrong visit produces a plausible note about the wrong context.

Tell the patient what you are doing, in whatever words your practice has agreed.

Recording

Auto Chart opens the listener and starts recording; you will hear a tone. The panel shows your use for the month against 40.

Things that make the difference between a good draft and a poor one:

• Put the microphone nearer the patient than to you. Your own voice is never the problem.
• Say numbers, doses and units out loud and clearly - they are what transcription gets wrong, and they are what matters most.
• Say names of medicines in full rather than abbreviating.
• Summarise your plan aloud at the end. It gives the draft a plan to write, and it is good practice with the patient anyway.
• Close the door. Background conversation ends up in the transcript.

Reading the draft

When it finishes you get AI Note Preview - Review the AI-generated chart note below.

Read it properly. Check the numbers against what you remember, check nothing has been attributed to the patient that they did not say, and check nothing has been invented that sounds reasonable. A draft that reads well is not the same as a draft that is right, and once you accept it, it is your note.

• Accept it and it is written to the chart - you will see Chart Updated and Your AI note was saved.
• Go back and re-record if the recording went wrong and you would rather start again.
• Cancel discards the draft. Nothing is written.

Edit the note afterwards exactly as you would any other. The draft is a starting point, not a finished document.

Rating a note

Rate This Note asks about Transcription Accuracy, AI Note Quality and an Overall score from Poor to Excellent, with Comments, then Submit Rating.

It genuinely is read - Your rating helps us improve ChartPro AI. Rate the ones that came out badly and say what was wrong in the comments. Almost nobody rates anything, so a specific complaint carries real weight.

Looking back at what it wrote

The review link beside the button opens ChartPro AI - Encounter Review, listing your encounters by Date and Encounter # with their Note Quality, or Not rated.

Opening one shows the Transcript next to the ChartPro AI Note. If you ever want to know whether it misheard something or invented it, this is where you find out.

The IV builder records what actually went into the bag: the diluent, every component with its dose and lot, the calculated osmolarity, and the administration details. When the treatment is administered it posts the charges, moves the stock and writes the record into the chart note.

Open the panel:

• Open the encounter and start or edit a chart note.
• Find IV Therapy in the sidebar. If it is not there, the segment has not been attached to this note's section yet.
• Click + New IV, or pick a protocol from the list to start from a formulation.

Build the bag:

1. Choose the diluent and its volume - the carrier the additives go into.
2. Add each component by searching for it. Type a dose and the volume is worked out for you; type a volume and the dose is worked out instead. Whichever you typed last is the one kept, and the derived figure is shown in a lighter weight so it is clear which is which.
3. Record the lot number and expiration date for each component. A lot past its expiration date is flagged immediately.
4. Set the route (infusion or IV push), access (peripheral, central or port), site, rate and duration.

Read the osmolarity: the summary updates as you type and bands the result - under 500 mOsm/L is within the range routinely given peripherally, 500 to 900 is peripheral with caution, and above 900 indicates central access. If any component has no osmolarity on file the figure is marked as a lower bound rather than a final number.

These are osmolarity bands, not tonicity. A bag at 280 mOsm/L is not therefore "isotonic": dextrose counts fully toward osmolarity and is then metabolised, so D5W is iso-osmolar and hypotonic. The module reports the number it can calculate and does not infer tonicity from it.

Administer: this is the only step that cannot simply be undone, and it confirms first. It stamps the start time, marks the treatment administered, posts the charges, decrements stock and inserts the record into the note. If the calculated osmolarity indicates central access but peripheral access is selected, you are asked to acknowledge that explicitly and the reason is recorded.

What reaches the encounter: each billable component becomes its own service line carrying its billing code and the correct number of units, alongside any administration lines the protocol defines. Stock is decremented for every mapped component. Clicking Administer twice does not double-post - the second click does nothing.

The note: the inserted block is the full compounding and administration record - components with doses, lots and expirations, total volume, osmolarity with its band, beyond-use date, route, access, site, rate, start and stop times, and who administered it.

A compounded bag has a beyond-use date, which is how long the mixture stays usable after it was prepared. That is a different thing from the expiration date printed on a vial as supplied, and both are recorded.

The acupuncture panel sits in the encounter sidebar. It is a launcher and a summary; the charting happens in the window it opens.

Start a treatment

• Click + New treatment to start from nothing.
• Choose from Apply a protocol… to start from a saved prescription.
• Under Previously, click a past treatment to copy its points onto today’s encounter.

Cloning copies the prescription — the points, sides, depths and techniques. It deliberately does not copy what happened: times, needle counts, de qi, pain scores and contact time all start clean, because they are a record of a different session.

Add points

• Type in Find a point to search by code, pinyin, English name or Chinese characters. LI4, LI-4, Hegu and 合谷 all find the same point.
• Narrow the list with Channel.
• Click Add an ashi point for a tender point with no code, and name the muscle.

A point carrying a caution shows a marker in the search results. Hover it to read the caution. Nothing is ever blocked — the cautions are there to inform your judgement, not to overrule it.

Tick show every field for direction, gauge, length, e-stim pairing and the rest.

Record the time — the part that matters for billing

There are two different durations and they are not interchangeable.

Use Start timer when you are with the patient and Stop timer when you leave them, or type minutes into Or add and choose what you were doing. The timer uses the server clock, not the clock on the computer you are working at.

Time the patient rests alone with needles in is documented care, but it is not personal one-on-one contact and it is not billable as such. Billing retention time as contact time is the single most common finding in an acupuncture audit, which is why this software keeps the two figures apart and offers no way to copy one into the other.

Count the needles out

The Needle count chip at the top of the window tracks whether everything that went in has come out.

• In the Removed column, blank and 0 mean different things. Blank means nobody has counted yet; 0 means you counted and none came out.
• Tick Retained for a press tack or intradermal needle left in on purpose. Those are subtracted from what has to come out, so deliberate retention never makes a correctly finished session look unreconciled.

Post the charges and write the note

Nothing you do in the charting window reaches the patient’s ledger. Saving is safe and automatic. When the session is finished, post the treatment to put the charges on the encounter, and click to note in the sidebar to add the write-up to the chart.

A treatment can only be added to the note once. If you genuinely want it twice, the software asks first.

Welcome to ChartPro where you can easily and competently document your encounters with patients with ease. To get started, click on the [C] button in the visit icons area on any visit. The [C] button allows you to access the chart note for a particular visit. To learn more about visit icons and visit workflow click here.  

Establish a Patient Visit:

• Before you can create a chart note, ensure that you have established a visit for the patient you want to document.

Access the Chart Note:

• From the visit details, locate the visit icons list and click on the ChartPro note icon (represented by the [C] icon).

Navigate to the ChartPro EMR Interface:

• Once you click the icon, the chart note interface will open, starting with the Subjective section of the note.

The ChartPro interface will load for this visit in a popup window and will put you right into the primary segment of the chart (usually, Subjective > HPI). The charting interface is organized in a compact but robust way to help you document your visits easily, accurately, rapidly, and effectively. To make the most of your charting experience familiarize yourself with the charting environment. Let's start with a description of the interface: 

Adding Content:

• Under the Subjective section, use the WYSIWYG (What You See Is What You Get) editor to add any content you wish to document. You can format the text using the available editing tools.

Incorporate Preformatted Content:

• On the left side of the note editor, you'll find a menu with preformatted content specific to the segment you're in. This includes:
  • Paragraphs
  • Statements
  • Forms
• Select any preformatted content you wish to include in your note.

Complete Other Segments:

• After finishing the Subjective section, you can navigate to other segments using the Section Browser located at the top of the editor. Each segment will have its own set of helpful statements, links, contents, and forms.

Save Your Note:

• Once you've completed the chart note across all necessary sections, make sure to save your work to keep the information recorded.

Additional Tips:

• Explore all segments to utilize the full range of tools and content available in the ChartPro interface.
• Familiarize yourself with the WYSIWYG editor to enhance your documentation process.

This guide should help you get started with creating chart notes effectively in OfficePro.

Lab orders are placed in LabCorp Link; results come back into OfficePro and land on the patient's chart. This covers both ends, and the join between them.

Placing an order

Orders are placed in LabCorp Link, not in OfficePro. You build the order in the lab's own software, using its test menu, its priorities and its requisition.

What OfficePro provides is the demographic bridge, so nothing is retyped. In LabCorp Link's patient search, look the patient up by their MRN or patient ID from OfficePro. That pulls their demographics and your insurance company list straight across.

Two things follow from that, and both matter:

• Fix the patient record in OfficePro first. The bridge sends what OfficePro holds. A wrong date of birth or a misspelt surname travels to the lab and comes back on the result, where it is what the report is matched on - so it becomes an unassigned result later.
• Use the MRN, not the name. Searching by name in LabCorp Link finds whoever it finds. The patient ID is the thing that ties the order you place to the record the result lands on.

The bridge is read-only and authenticates by the IP address you connect from, so it works from the clinic and not from elsewhere. If the patient lookup returns nothing, see the troubleshooting article before re-keying the patient by hand.

Finding results

Two places, for two different jobs:

• On the patient, under Lab Reports, with Open Report and Print Report. This is the clinical view.
• Practice-wide, in Lab Pro Reports, showing the Accession, when it was Ordered, when Labs Received came back, any Alert, and Control. Use Show to set the period and Clear to reset it.

The accession number is the lab's own reference. It is what to quote when you ring them.

Reading a report

Each result line shows the test, the result, its units, the reference range, a flag, where it was performed and its status.

Where a patient has had the same test before, the test name is a link to its history - the fastest way to see whether a value is drifting or has always been where it is.

What the flags mean, exactly

Any flagged result is shown in bold. Only some are marked Critical Result, with a highlight and a warning icon:

• Marked critical: HH and LL for critically high and low, CH and CL, and > or < where the value is off the measurable scale.
• Bold only: everything else, including a plain H or L, and the A that some labs send for "abnormal".

This distinction matters clinically. Plain H and L are the overwhelming majority of flagged results - across all practices they outnumber critical flags by more than two hundred to one. A result being un-highlighted means the lab did not call it critical, not that it is normal. Read the flag column, not the colour.

A report the lab has marked as carrying a critical value shows an ALERT badge in the reports list. Those are worth working first.

Results that arrive without an order

Results come back for labs you did not order through OfficePro too - a hospital, a specialist, a lab the patient went to directly. They appear the same way, and they still need attaching to the right patient if the lab's details did not match yours.

The kiosk shows Kiosk Check-In and asks the patient which they are doing: Arriving for an appointment or Leaving after your visit. Staff mostly need to know what it asks for, so they can help when somebody gets stuck.

Checking in

The patient identifies themselves with First Name, Last Name and Date of Birth. All three must match the record, and the kiosk says which one did not - Last name does not match. or DOB does not match.

That is usually a genuine mismatch in your data rather than the patient being wrong: a married name never updated, or a date of birth entered as a typo years ago. Fix the record rather than working around it, or the same patient fails every visit.

Where you take patient photos, the kiosk offers Capture, and Continue Without Photo for anyone who would rather not. Take the second option seriously - a patient who feels pressured into being photographed at a screen in a waiting room remembers it.

Insurance can be added or confirmed during check-in. Insurance on file shows what you already hold; Add Insurance takes a new Insurance Company. If they already have cover on file, the kiosk asks what to do with it:

• Add as Secondary - keep the existing plan as primary and add this one behind it.
• Keep Both Active - both remain in force.
• Deactivate Old - the new plan replaces the previous one.

Getting this wrong causes claim problems weeks later, so it is worth a member of staff glancing at anything that changed. The kiosk finishes with Check-In Complete, and the patient appears on your check-in list.

Checking out

Leaving after your visit settles anything owed and offers the patient their paperwork. Where nothing is due it says No balance due. or No payment is due at this time. and moves on.

The patient can ask for Email me a receipt, Email my encounter document or Email my treatment plan - which saves reception printing anything - and there is an Add a tip (optional) step where the practice uses it. Finish Check-Out completes it, and the kiosk shows Check-Out Complete.

The quiet states

No check-ins pending right now and No patients ready to check out mean exactly that - the kiosk is working and has nothing to do. They are not errors.

Helping a patient who is stuck

• A name or date will not match - check the record rather than asking them to try again. Repeating a wrong date does not make it right.
• Someone does not want to use it - check them in at the desk. The kiosk is a convenience, not a requirement, and insisting costs more goodwill than it saves time.
• Insurance has changed - it is usually quicker for staff to take the card than for the patient to type it in.
• The screen is locked - it needs an Authenticator Code from a staff phone. See Setting Up a Check-In Kiosk.

Patients can order products themselves from the PatientPro portal, and those orders arrive in OfficePro for your staff to fill. This covers both halves - what the patient does, and what you do with the order once it lands.

What the patient sees

Your products in the portal lists what has been prescribed or recommended for them, and Products Available Over the Counter lists anything you sell openly. They can search, filter by category, and reorder anything they have had before.

Checkout is a short sequence under Online Check Out:

• Delivery method - Pickup, Standard Delivery or Premium Delivery.
• Delivery details - the address, where it is being sent.
• Payment method - taken against the card already held for them.

They then see Your Order Was Received, and the order appears under Order History with Order Details and Products in this Order: for each one.

The charge is not settled at that point. The patient has authorised it; the money is taken when your staff process the order. This matters, because a patient who cancels before you process has not been charged.

Working orders in OfficePro

Orders arrive in Active Patient Orders. Opening one shows Steps to complete this order - the sequence for that order, which differs depending on whether it is being collected or delivered.

Each product line shows Needed against OnHand, so you can see immediately whether you can fill it. Where you cannot, Order Products puts what is short onto a purchase order.

You do not have to fill an order all at once. Work the lines you can and leave the rest - the order stays open with the remainder outstanding, which is the right answer when one item is on back-order and the patient wants the rest now.

The actions you will use most:

• Process - takes the payment and commits the order.
• Collect and Ready for pickup - for orders being picked up in the clinic.
• Deliver and Shipped, with a Tracking Number - for orders going out.
• Send Text Now and Resend Text - tell the patient it is ready. Worth doing: an order nobody was told about sits on the shelf.
• Apply patient credit - where the patient has credit to put against it.
• Re-sync Products - refreshes the lines against the current catalogue if a price or product has changed since the patient ordered.

Scheduled for completion by shows when the order is expected to be finished, which is what the patient has been told.

Carts that never became orders

Patient Carts shows baskets patients filled and did not check out. These are worth a look - a cart abandoned at the payment step often means a card problem rather than a change of mind, and a phone call recovers the sale.

What ordering does to the rest of the system

• Stock moves when the order is processed, not when the patient places it. Two patients can order the last bottle; the second discovers it at processing.
• Processing creates the visit and charges that carry the sale, so a processed order appears in your takings like any other product sale.
• Tax is worked out at processing from the delivery destination. An order shipped out of area may correctly carry no tax - see Setting Up Sales Tax.

Keeping it working

• Work Active Patient Orders daily. Patients have been told when to expect their order, and nothing chases it for you.
• Tell them when it is ready - use the text rather than assuming they will check the portal.
• Keep the catalogue honest. Patients order from what they see, so a product with no image or a stale price produces orders you then have to correct.
• Check Patient Carts weekly for orders that stalled at payment.

The Product Catalog is where you find products to add to your own list. It searches two kinds of catalog at once:

• Fullscript, once your practice is connected - see Connecting Fullscript to OfficePro.
• Vendor catalogs - natural-products companies in the NaturaeSoft Vendor Program publish their own catalogs, with your wholesale cost, so you can stock their products and reorder from them directly.

Open it from Product Admin with the Product Catalog button. It has two tabs: Browse & Import, for adding products and connecting the ones you already have to the vendor that makes them, and Link to Fullscript, for matching your existing products to Fullscript by hand.

Finding a product

Use Search - by product name, brand, SKU or UPC. Source chooses where to look: All sources, Fullscript, or a single vendor. Choosing a vendor lists its whole catalog, with the products the network recommends most at the top.

Each row shows the Brand and Size, and under Source where it comes from: Fullscript with its price, a vendor's name followed by direct with your cost, or both.

One product, one row. When a vendor's product is also on Fullscript - matched by its UPC barcode - it appears once, showing both sources, and imports as one product.

The catalog hides what you already stock. The Show: filter starts on products I don't stock, which is sensible when you are looking for something new and misleading when you are not - search for a product you already carry and nothing comes back. … plus other sizes & brands also shows products that look like something you carry in another size or from another brand, and everything, including mine hides nothing. Switch to everything, including mine before concluding a product is unavailable, and remember the list runs to more than one page.

When you browse without a search, the Network rank column ranks products by how often they are recommended across the NaturaeSoft network. It is not your own prescribing history - Fullscript does not report per-practice popularity - so read it as a general signal rather than as a reflection of your patients.

Adding new products

Tick the products you want, check Your price, and click Add Selected to My Catalog. Products you do not have yet are ticked for you. They arrive as ordinary OfficePro products, using the defaults set in ProductPro settings.

• From Fullscript a product brings its name, brand, size and Fullscript's price. Leave create missing brands as vendors ticked. It records each product's brand as a vendor as it imports, which is what makes Filter By Vendor useful afterwards and what lets those products go on a purchase order at all. Untick it and you get a catalogue of products with no supplier against any of them.
• From a vendor catalog a product brings the vendor's name, SKU and size, your cost, and the vendor set up as its supplier, ready for a purchase order. The vendor is added to your vendor list if it is not there already - under the name you already use for it, if you have one.
• From both you get one product with both: the vendor as supplier with your cost, and Fullscript for treatment plans and default dosing.

Your price starts at the MSRP. Keep it, and later MSRP changes from the vendor reach your price automatically; change it, and your price stays yours. Your cost follows the vendor's wholesale price, updated overnight.

To adjust a product before it goes in, use add & edit… on its row. It opens the product form already filled in.

Set Default Dosing appears when some of your Fullscript products have no dosing instructions. It fills them in from how each product is most commonly dosed across the network, so they do not have to be typed on every plan. Worth doing for anything you dispense regularly - the instructions are what the patient actually follows, and providers can still change them when prescribing.

Products you already have

A row marked you have this as is a product you already carry that a vendor now publishes. The badge at the end of the row says what ticking it does - usually add the vendor as supplier. Tick it and click Add Selected to My Catalog: your existing product gains the vendor as its supplier and your cost from their catalog, and nothing else changes - its name, code and price stay as you set them.

Nothing is added twice. Ticked products you already have are linked, not added again, and one that is already fully linked is skipped. If a product code cannot be derived cleanly the row is refused rather than creating a clashing one.

Linking products to Fullscript

Most practices already stock some of what Fullscript carries. Link to Fullscript matches your catalogue to theirs so the two are treated as the same product rather than two competing entries.

The list pairs Your product and Your code against a proposed Fullscript match. Check the suggestions before accepting them - a match is proposed on name and brand, and two products with similar names can differ in strength or size, which matters clinically. When you are satisfied, use Link Confirmed Matches.

Do this before importing from Fullscript in bulk. Linking first means you end up with one entry per product; importing first usually means finding and merging duplicates afterwards.

Adding one product at a time

On Add Product, start typing the product name. After three letters a list of matching Fullscript and vendor catalog products opens under Product Name - a vendor's product shows its name followed by direct. Pick one and the form fills itself in, including your cost for a vendor's product. See Adding and Editing Products.

What to watch

• Check the Type on the first few imports. If Default Product Type is set to anything not in the supplied list, the Type box on the product form renders blank. Import two or three, look at them, then import the rest.
• Fullscript prices are Fullscript's, not yours. They arrive as the catalogue price - review anything where you set your own margin.
• Discontinued products stay on until you decide. When a vendor discontinues a product you carry, the Product Catalog says so at the top. The product stays active in your list; when you discontinue it, Discontinue Notify lets you tell patients who still have it in a cart or refill plan.
• Codes typed by hand can still collide. The import derives unique codes, but nothing stops someone later creating a product by hand with a code that already exists. Run the Duplicate Products report occasionally.
• Import in batches. Adding a few hundred products you will never dispense makes the catalogue harder to use for everyone.

Writing a plan

With products in place, a provider can create a Fullscript plan for a patient from the chart - see Fullscript Treatment Plans and Create Fullscript Plan. The plan is written under that provider's Fullscript account, which is why each provider has to be linked individually.

An auto-order plan lives on the patient, against a single product. Each plan has its own interval, quantity and delivery method, so one patient can have a monthly refill of one product and a quarterly refill of another.

Setting one up

Open the product on the patient and use the AutoOrder section:

• Interval: - how often to reorder, from Every 1 day to Every 365 days. None means no auto-order; it is also what an unfinished plan looks like.
• Qty: - how many to send each time. This is not the same as the quantity dispensed today.
• Method: - Pickup or Ship. Whichever you choose here is what the refill is charged for, so a shipped plan is charged shipping every cycle.
• Start:, Next: and End: - when the plan begins, when the next refill is due, and when it stops. Leave End: empty and the plan runs indefinitely. If the patient is taking a supply home today, set Start: to when they will need the next one - a plan starting today is ordered that night.

Both Interval: and Qty: have to be set for anything to happen. A plan with an interval and a quantity of zero looks configured on screen and will never generate an order.

Put the dosing on the plan

This is the step most easily missed. Refill lines take their directions from the plan, not from the product and not from the last dispense. If the plan has no dosing, the refill goes out with no directions on it - a bottle with a label and no instructions.

Set the dosing at the same time you set the interval, and check it again if a provider changes the dose later. Changing the dose on a new dispense does not change what the plan sends next month.

Seeing every plan at once

The Auto Orders button on the ProductPro admin page opens Patient Auto Orders, which has two views:

• By Date - everything due, in date order. This is the one to look at in the morning and before a holiday.
• By Patient - one patient's plans together, which is what you want on the phone.

Each row shows the Product Code and Product Name, the Interval (Days), Quantity and Method, the Start and Next dates, and - usefully - On Hand and On Order. Those last two are the early warning: a plan due next week for a product you have none of is a problem you can still fix this week.

Delivery shows as a PICKUP, SHIP or PREMIUM badge. No orders found means nothing is due in that view, not that the feature is off.

Changing a plan

• To pause it, push Next: out to the date you want it to resume. The plan stays intact and the patient keeps their history.
• To stop it, set Interval: to None, or set an End: date. Either stops future orders; neither touches orders already created.
• To change the quantity or the dose, edit the plan itself. The next refill picks up the change; one already generated does not.
• To change how often it refills, change Interval:. The Next: date moves by the difference - from every 60 days to every 120 moves it 60 days later - and the screen says so before you save, so you can set a different date if you need to.
• To skip one refill, move Next: forward by one interval. Cancelling an order that has already been created does not move the plan on, and it will simply come round again.

When patients set their own up

Patients ordering through the portal choose between three options, and it helps to know which one they picked:

• One-time Purchase - Pay today, no commitment. No plan is created.
• Subscribe & Save - Pay today + set up auto-refill. They are charged now and a plan starts one interval later. This is the option that carries the welcome discount.
• Auto-Order Only - No charge today. Nothing is billed until the job runs that evening.

They also choose Refill every and Delivery. Their plans appear in Patient Auto Orders alongside the ones you created, and you can edit them the same way.

When a patient buys a product they already get on auto-order, the portal tells them, including whether a refill is already being prepared. Buying it - as a one-time purchase or with Subscribe & Save - moves the plan's next refill to a full interval after the purchase, so they do not receive both. Subscribing again restarts a plan that had ended and keeps the dosing already on the plan. Patients can change their own Next refill date in the portal, but not to today or earlier.

A sale at the desk, on an encounter or through the patient's cart in OfficePro does not move the plan. When you sell a product the patient is on auto-order for, move Next: forward yourself.

Watching the whole book

The Subscription Health report under Products shows active auto-orders, estimated monthly recurring revenue, and which plans are about to lapse. Lapsing plans are worth a call - a patient whose subscription quietly ended usually did not decide to stop.

When a manufacturer discontinues a product, making it inactive takes it out of product search and the patient dispensary. That leaves the patients who already have it in their cart or on an auto-order. OfficePro now catches that moment and lets you tell them, rather than leaving their refills to fail quietly.

Mark the product inactive

1. Open the product in Edit Product - the pencil beside it in the Product List on Product Administration.
2. Untick Active, next to the product name.
3. Click Save Product.

If nobody is holding the product, that is the end of it - the save works exactly as it always has. If any patient still has it in their cart, or on an auto-order that is still running, you are taken to Product Discontinued - Notify Patients instead.

The review screen only appears when you untick Active on Edit Product. Clearing the Active box on the product list saves the change but does not open it. Re-saving a product that was already inactive does not open it either.

Review who is affected

By the time this screen opens the product has been saved as inactive, and nothing else has happened. Nothing is sent and nothing is cancelled until you say so.

Each patient still holding the product has a row showing:

• In cart - how many cart lines, and the quantity.
• Auto-order - how many running auto-orders, and the quantity.
• Already told - the date they were last sent a notice about this product, if ever.

Patients who have not been told are ticked. Anyone who has already had a notice about this product starts unticked, so nobody gets the same message twice by accident. Tick or untick anyone you like, or use Select all and Select none. The patient name opens their record in a new tab.

Write the notice

• Subject - the heading the patient sees in their portal inbox. It starts as Product discontinued and holds up to 50 characters.
• Message - starts with a short explanation and an offer to help find a replacement. Edit it. If you already know the replacement product, this is the place to name it - that is the part patients actually need.

Write the message once for everybody. Underneath it, each patient automatically gets a What this affects for you: list covering only what they hold - their cart lines, and their auto-orders and whether those were cancelled.

Notices go to the patient's PatientPro portal inbox. They are not sent by text or e-mail.

Choose what else happens

• Cancel the auto-orders for this product - ticked by default. It cancels the auto-orders of the patients you ticked, so no more refills are generated for a product you can no longer supply. The patient's notice tells them it was cancelled and that they will not be charged for another shipment. Untick it and their notice asks them to contact you so you can update their plan instead.
• Also raise an internal message for the product team - ticked by default. It sends one staff message listing the patients notified and how many auto-orders were cancelled, as a reminder to line up a replacement. It goes to the Order Message User set in ProductPro Settings.

Send, or skip

Click Send Notices and confirm. Only the ticked patients are sent a notice, and only their auto-orders are cancelled.

Skip for now closes the screen without sending or cancelling anything. The product stays inactive. The screen will not open again on its own. To come back to it, make the product active, save, then make it inactive again - patients already told will start unticked.

What cart lines do

Cart lines are never removed. Anywhere the product sits in a patient's Patient Cart or under Products on Auto Order on their record, it shows a DISCONTINUED badge. The badge follows the product: make it active again and the badge disappears.

The badge is a warning, not a block. If the product should not be sold, take the line out of the cart yourself or swap it for the replacement.

Good practice

• Know the replacement before you save. A notice that names the alternative saves a round of messages.
• Make it inactive; do not delete it. Deleting breaks the sales history, and it does not warn anybody who is holding the product. See Adding and Editing Products.
• Follow up the auto-orders. Once a patient has a replacement, set it up on their plan - see Managing a Patient's Auto-Order Plan.

Overview

In Product Administration, you can manage your inventory by adding new products, editing existing product details, or deleting products as necessary.

Adding a Product

Access the Product List:

• Click the plus sign at the top of the product list or select Add A Product from the left-hand menu.

Enter Product Information:

• In the Add Product window, fill in the following details:
  • Manufacturer: Select from the dropdown. If the manufacturer isn’t listed, click the plus sign to add a new one.
  • Product Code: Enter the unique code for the product.
  • Cost and Price: Specify the wholesale cost and retail price.
  • Dosage Information: Include dosage instructions, specifying the amount, unit, time interval, and any additional notes.
  • Description: Type in a description or copy from the manufacturer’s website.
  • Contraindications: List any contraindications and inactive ingredients.
  • Image and Barcode: Upload an image for easier identification and enter the barcode number.

Validation Option:

• Click Validate to search for the product on the Emerson Ecologics website, which helps confirm product codes and access detailed information.

Product Status:

• Check the Active box if you currently prescribe or sell this product.
• Determine if the product is taxable based on your state laws and prescription status.
• Check the box to include the product in your inventory if you keep it in stock.

Saving Options:

• Save and New: Opens a new Add Product window for entering another product.
• Save and Edit: Opens the Edit window for this product to add vendors, set stock levels, and categorize the product.

Editing a Product

Directly in the Product List:

• You can change details like retail price, wholesale cost, mark a product as inactive, or adjust its sorting order directly in the product list.
• After making changes, click the Update button at the top or bottom of the list to save your changes.

Full Edit Window:

• Open the product in the Edit window to modify comprehensive details of the product record.

Deleting a Product

To Delete:

• Click the minus sign next to the product you wish to delete.
• Note: Deleting a product will not affect any associated transactions or patient records.

Making Products Inactive:

• Instead of deleting, you can mark products as inactive. This removes them from your active product list but keeps their records intact for reference. Inactive products will be moved to the end of your product list and won’t appear during patient encounter edits.

Conclusion

Now that you know how to add, edit, and delete products in OfficePro, you can efficiently manage your product inventory. This enables you to stock the necessary items or prescribe via drop shipment as needed. If you have any further questions or need assistance with specific tasks, feel free to ask!

Problem

A patient presents a product for return.

Background

The approach to recording a product return in OfficePro varies based on the circumstances of the return:

1. Scenario A: The product is acceptable for resale, and you are giving a refund or credit for future services.
2. Scenario B: The product is acceptable for resale, and the patient is being seen today; the total of services and products sold today will exceed the value of the returned product.
3. Scenario C: The product is not in acceptable condition for return, but you are applying a credit or providing a refund to their account.

The primary difference between these scenarios is the status of the returned product regarding inventory and how the return impacts current transactions.

Solutions

Scenario A: Return for Refund or Credit

1. Navigate to Patient Detail Page: Go to the patient's detail page in OfficePro.
2. Click on Return a Product:
   • Locate the Patient Related Tasks box.
   • Click on the Return a Product link.
3. Select Product:
   • Choose the product(s) the patient wishes to return from their purchase history.
4. Specify Details:
   • Enter the quantity returned.
   • Indicate if the amount is intended for a refund or as a credit for future services.
5. Create Return Visit:
   • This process will generate a separate visit designated for tracking the return (noted as RTRN).
   • A receipt document reflecting the transaction details will also be created.

Scenario B: Return with Current Visit

1. Add Product to Encounter:
   • While documenting the current visit, add the product being returned to the encounter.
2. Edit Quantity:
   • Change the quantity of the product to -1.
   • This action will:
     • Return the product to OfficePro's virtual inventory.
     • Provide a credit on the encounter to offset other charges.
3. Check Credit Amount:
   • If the credit exceeds the total due from the appointment, this method cannot be used, as the credited value will not be handled appropriately.

Scenario C: Non-acceptable Return

1. Credit to Patient’s Account:
   • Apply a credit to the patient’s account as a discount equivalent to the value of the returned product.
2. Option for Thorough Accounting:
   • Alternatively, process the return using either of the methods from Scenarios A or B, and then apply an additional adjustment to the inventory to account for the product not returning to shelves (considered as disposal).

Important Alerts

• Do Not Edit Original Encounter: Always avoid editing the original encounter to maintain accurate historical records. Making adjustments to the history can negatively impact bookkeeping, especially after a period has been closed.

Overview

OfficePro serves as a point-of-sale system, streamlining the process of adding and managing your inventory. The system automatically adjusts stock levels based on sales and received inventory, minimizing the need for manual inventory adjustments.

Adding Starting Inventory

1. Accessing Add Starting Inventory:
   • Click on Add Starting Inventory from the left-hand menu. This option is available for the first two months of service to help you set up your inventory.
2. Entering Inventory Counts:
   • You'll see a list of your products, including:
     • Current On-Hand Count: Initial stock level (may show zero for new setups).
     • Opening Count Box: Enter the starting inventory for each product.
     • New On-Hand Count: This updates automatically based on your input.
   • After verifying that the new on-hand counts are correct, click Update to save the counts for all products.

Managing Inventory

Periodic Physical Inventory Counts:

• Use the Inventory Management View for ongoing physical inventory counts. This view is similar to the Add Starting Inventory view and is available continuously.

Reorder List:

• The Reorder List indicates products that have reached a low inventory level and need to be reordered.
• Set reorder levels in the Edit Product Window:
  • Open the product from any product list.
  • Navigate to the Inventory tab.
  • Enter a number in the Reorder Level box to receive notifications when stock dips below this level.

Conclusion

Now that you have an understanding of how to set up and manage your product inventory in OfficePro, you can easily track your stock levels, sell products, and ensure timely reordering. This streamlined process helps maintain an efficient inventory system, supporting your practice's overall operations.

If you have any questions about specific features or processes, feel free to ask!

Overview

OfficePro enables you to create purchase orders for your product vendors and record product receipts. This process ensures accurate inventory management and efficient order tracking.

Accessing Purchase Orders

Opening the Purchase Orders List:

• Click Purchase Orders from the upper left-hand menu to view your existing purchase orders.

Understanding the Purchase Orders List:

• Each purchase order (PO) will display:
  • PO Number: Unique identifier for each order.
  • Date: The date the PO was created (newer POs appear at the top).
  • Vendor: The distributor you purchased from.
  • Patient Name: Relevant for drop-ship orders, if applicable.
  • Total Amount: The total dollar value of the purchase.
• Action options include Edit, Mark As Sent, or Receive, depending on the order's status. Once all actions are completed, the PO is marked as Complete.

Completing Purchase Orders

• Stock Adjustment: When you mark a PO as Complete, the stock on-hand for the ordered products increases by the quantity received.
• Editing Completed POs: Even after marking as Complete, you can still edit the purchase order.
• Deleting POs: If you delete a PO, the products listed will be subtracted from your inventory.

Creating Purchase Orders

You can add a purchase order in three different ways:

Using the Add Menu:

• Mouse over the Add menu at the top of the page and select Purchase.

Using the Lower Left Menu:

• Click Add A Purchase Order from the menu at the lower left of the page.

Using the Plus Sign:

• Click the plus sign at the top of the Purchase Orders list.

Recording Product Receipts

• If you received a product without creating a purchase order in OfficePro, you can still log the receipt:
  • Click Add A Purchase Receipt.
  • Enter necessary details including:
    • Vendor
    • Date
    • Product
    • Quantity
    • Shipping and Handling Charges
  • Click Record Product Receipt. This will mark the transaction as complete, and your inventory will immediately update to reflect the quantity received.

Conclusion

By efficiently managing purchase orders and product receipts within OfficePro, you can maintain accurate inventory levels and streamline your ordering process. This functionality is essential for keeping your practice well-stocked and organized.

If you have any questions about specific features or need further assistance, feel free to ask!