NS - Knowledgebase

Welcome to NaturaeSoft

Your solution for success! The OfficePro suite gives your practice the benefits of increased efficiency, an enhanced professional image, and an integration of all of the major systems inherent to successful practices. We are excited to be able to support the success of your practice! Thank you for choosing NaturaeSoft!

Getting Started

To begin taking advantage of this powerful tool you will need to configure the system to match the specifics of how you practice. Use the following configuration outline to help you get your service set up. Once these steps are complete you can feel comfortable starting to use your service as your system will be configured to meet the specific needs of your unique practice.

Configuration Training

NaturaeSoft offers new customers a one-time configuration training that will help you to get your practice set up. We walk you through all facets of the Admin > General Settings page and help you get oriented to adding and managing, products, services, and diagnosis codes. This training can be scheduled by contacting Support @ NaturaeSoft.com and suggesting a couple of times during the week that would work well for your team. Once this meeting is scheduled we will send you a link with information about accessing the training session at the predesignated time.

Accessing your Service

Your NaturaeSoft services are accessible from any computer anywhere on the Internet. That’s right! Macs and PCs can use our system and even UNIX-based workstations. All that you need is an Internet browser and an authorized account with our servers. OfficePro is a hosted service provided by NaturaeSoft. As a hosted service you do not need to maintain expensive hardware internally to access and manage your practice software.

To set up a workstation with your OfficePro service, open your browser and go to: https://secure.naturaesoft.com.

NaturaeSoft services are accessible through your Internet browser (Chrome, Safari, etc.). To log into your account, open your browser (Chrome or Safari are recommended) and go to: https://secure.naturaesoft.com or our alternative version accessed at https://officepro.naturaesoft.com. 

Login to your practice account

When you first access OfficePro, you will be asked to log in with your Practice Name and Practice Pass. The Practice Name and Practice Pass were sent with your welcome email from your NaturaeSoft account representative. (Your Practice Pass is often “Dr” and your last name with no spaces). The Practice is of course the name of your practice. Since spelling and grammar matter in these fields, it is best that you reference the exact practice and practice pass sent to you in your welcome email. Once you have successfully logged on to the service your Practice Name and Practice Pass will be saved locally and you will only need your username and user password when logging in from this same device. 

While your practice pass should be kept fairly secure it will be given out to anyone who needs to access the system so keep it easy to remember and make sure it has nothing in common with your User Password for access to the system.

Note: You can access your service from multiple workstations with multiple users simultaneously. 

Login with User Name and Password

If this is your first time logging in as a system administrator you can use the username Admin and the password OfficePro to log in and set up other user accounts. If you are a provider and your account was preset by NaturaeSoft your user name will likely be your first initial and last name (e.g. Sam Smith → SSmith). The default password for all accounts at the onset is “OfficePro”. When you log in with the password of “OfficePro” the service will prompt you to update your password information. For your security please choose a strong and secure password.  If you want o change your password you can do so from the “Account” link off of the user bar at the top of every page.

Once logged in you will see “your name” or “Admin” in the Admin bar in the color for your user account. Click on the “Account” button to change your password easily from here. Passwords are case-sensitive.

All OfficePro customers are given the same Admin username and password, so please change the password for the Admin user to secure your account.

Want to watch a tutorial on this. Click here for our Academy video tutorial on "Logging into OfficePro for the first time"

The OfficePro service includes a configuration walk-through that shows you how to get your service set up and ready for use in your practice. 

The Configuration Wizard

OfficePro 11.0 comes equipped with a configuration wizard to help you get your system configured faster than ever. The configuration wizard is accessible on the footer of your service from the grey gear cog icon. When you mouse over this icon the configuration progress window will pop up showing you the steps to completion of your services configuration.

When you click on the configuration steps the configuration window pops up giving you access to manage and complete the configuration steps right from the window.

The configuration window is also accessible by clicking the configuration details link at the bottom of the configuration progress bar.

The Configuration Window

The configuration window welcomes you to NaturaeSoft and provides details on the configuration of your service. 

Each section of the configuration wizard orients you and gives access to the settings for your practice. Please walk through and complete as many of these steps as possible before beginning to use your OfficePro service. These steps covered in the configuration wizard are congruent to the steps outlined in the next section of the manual. Each will be covered in detail but from outside of the context of the wizard itself.

To access the configuration wizard click on the grey gear icon on the bottom of the service and then choose configuration details. 

Configuration Outline

1. Review your Practice Information 
   You can manage your basic practice details including your address and phone number, etc.. from the practice tab of the Admin > General Settings page. Make sure that your practice information is complete. 
   Your practice information is used in all facets of the service. For proper operation, make sure your practice has an email, a tax ID, and an NPI. To edit your practice information click here. When you are done with this step please mark it as complete.
2. Review your Providers
   Each provider in your service will need to be properly configured. You can edit each provider's base information and their starting schedule from the provider's area of the Admin > General Settings page on the Practice tab.
3. Review your Users
   Only specified users will have access to the service. Each user can be assigned access to each specific area of the service. User passwords are evaluated for strength. When adding new users or updating existing users passwords you can use the default password of 'OfficePro' to allow the service to prompt the user to reset their password on the next login. 
   You can manage the users for your service from the Admin > General Settings page on the Practice tab.
4. Set up your Configure
   To configure your schedule you will need can manage Visit Types, Holidays and some general settings.
   • Visit Types - Visit types are used to color code your schedule and can be created to represent each of the general services that you offer in your practice. Visit types are reflective of the whole of the visit and the specific services that are added to the visit will be able to varied. Visit Type is not linked to services on visits in any way.
   • Holidays - Scheduling holidays allows you to create times that you will be marked out of the office. You can set up as many single and multiday holidays as required and they can be for any one provider or the whole of the clinic. Here is the list of holidays currently included in your service. You can add a holiday with the green icon on the top right of the list.
5. Set up your Contacts
   Contacts in OfficePro refers to each of the Companies and Persons that your business works with that are not patients or prospects. Contacts can be categorized into Referrals, Vendors, Distributors, Insurance, and Business Contacts. You can use the following links to Add contacts or review the contacts list.
6. Set up your Products
   Setting up products in OfficePro can be a daunting task, but we have some tools that can help you speed up the process.
7. Set up your Services
   Services are the actual service charges that you will charge to your patients. Services can include CPT code for use with insurance billing and they can be set up at your discretion to allow you complete control of your practice's charges. You are also able to create service groups that will allow you to bring multiple services into your patient's encounters at one time, speeding up your processing significantly. You can manage your services list by clicking on the Services Admin link on the Admin Menu. Only certain user types have access to manage services.
8. Review your Diagnosis Code List
   Your OfficePro service was set up with a simple list of basic ICD-9 codes that will help you get started quickly. But you can easily add new codes to the service from the Admin > Diagnosis Admin menu.
9. Set up your Patients
   In order to use the system you will need patients. You can easily add patients to the system from the add menu from the Add Visit form, or every patient search box. When searching for a patient if no name exists that matches your search criteria you will be offered the ability to add a new patient.
10. Set up your Sales Tax
    To set up your sales tax, create a new "Sales Tax" for each tax jurisdiction that you are subject to and enter its specific tax rate.
    Then create a "Tax Group" for every different way that combinations of tax jurisdictions can be applied to an encounter or invoice.
    • Once a group has been created Sales Taxes can bee added to it. The Tax group will reflect the total of all tax rates that are included in it.

All general settings for your OfficePro services can be administered from the Admin > General Settings menu option. This takes you to the General Administrative Settings page where you will have access to configuring all facets of the setup of your service. Only users with designated Administrative rights will be able to access the general settings page. Users with access to the settings can change a wide array of critical settings and this access level should only be given to those that you trust with the management of the service.

On the General Settings page there are several tabs that give access to each facet of the services settings.

They include:

• Practice Settings
  • Practice Information
  • Providers
  • Users
• Schedule Settings
  • Visit Types
  • Rooms & Resources
  • Holidays
• Email
  • SMTP Server Settings
  • Email Blurbs
  • HIPAA Privacy Statement
• Documents
  • Document Types
• AR - Accounts Receivable
  • Settings
  • Sales Tax
• Add-Ons
  • Fortis Integration
  • CardConnect
  • FullScript
  • Dymo
• Export

Provider Administration

Providers (health care professionals) are the core of OfficePro, with the scheduling and reporting systems built around them.

Editing Provider Settings

To get started, you’ll need to configure the settings for each scheduled provider at your clinic. Your OfficePro account includes a limited number of providers based on your service agreement. If you need to add more providers, please contact your NaturaeSoft Customer Service Coordinator.

• To edit a provider's information, click the (edit) button next to the provider's name.
• In the Edit Provider window, update the provider’s information in the relevant fields.

Setting Provider Schedules

You can set a provider’s weekly schedule in the Schedule tab within the Edit Provider window. Changes are automatically saved in the background, and you’ll see a status update at the bottom of the tab when the save is complete.

After editing the provider's details, you can set the provider’s daily schedule by clicking the button next to their name. This will open a window where you can adjust their regular daily availability.

• Unavailable times will be shown in grey on the schedule.
• To block off a day entirely, select "Out" for both In and Out Times. Although scheduling during these times is still possible, it’s useful for communicating the provider’s availability to front desk staff.

Provider Account Management

To add another provider, go to the Practice Tab under Admin > General Settings. Click the Add Provider button. You can add as many active providers as your account allows. If you need more providers than your current limit, contact your NaturaeSoft Customer Service Coordinator.

Managing Providers

Once a provider has been added and visits are scheduled, all visit data is linked to that provider’s account. If a provider leaves your practice, do not delete their account, as it will erase their visit history. Instead, OfficePro allows you to deactivate providers while retaining their records.

• Only active providers will be available in the system. Deactivated providers won’t appear in the schedule, but their visit history remains intact.

Deactivating a Provider

To deactivate a provider, click the button next to their name and confirm the action. The system will refresh, and the checkmark next to the provider's name will indicate that they are deactivated.

Reactivating a Provider

To reactivate a deactivated provider, click the button next to their name. Confirm the action. Note: If you’ve reached the limit of active providers, you will need to contact your NaturaeSoft Customer Service Coordinator to activate additional providers. 

User accounts allow access to your system. You will want to set up a user account for each of the staff members whom you wish to have access. You are allowed as many users as you like to assist you in the management of your practice. Each user can have personalized access to the features you choose. A User account is automatically created for the new provider when you are added to the service.

Add User Accounts

When adding or editing User Accounts, you can decide what information you allow each user to access. Please review each of these functions carefully to protect your information.

At the top of the Security tab is a field marked User Access. If you check the box marked Administrator a user will have access to all areas of OfficePro. If you want to limit the user’s access to certain areas of OfficePro, this box should remain unchecked. The following list explains each access area.

Change your Password

1. Open the Edit User screen by clicking the   button to the right of the user’s name that you want to edit
2. On the User tab, Enter your new Password
3. The strength field will tell you the security strength of your password as you enter it. NaturaeSoft recommends using a password of a rating Strong or better
4. Click “Edit User” to save the user settings.

Every payment, discount and write-off in OfficePro is recorded against a credit code - CA for cash, CH for check, WO for a write-off, and so on. The code decides whether an amount is money received or a reduction in what the patient owes, which bank deposit it belongs in, and how it appears on every report. You can add, change and retire these codes yourself.

Open the credit codes screen

1. Open the Admin page and click the Payments tab.
2. Payment Types & Discounts at the top explains the settings. Below it are three lists: Payment Types, Discounts & Adjustments, and Gift Cards & Fixed Credits.

Each list shows the Code, Name, whether the code is Available, whether it is a Quick pick, and its Sort position. Discounts also show their Discount rate, and payment types their Deposit Group. A retired code is greyed out and reads Retired. A key icon marks a system code (see below).

The same tab also holds your gift cards and your card processing setup.

Add a code

1. Click the add icon on the Payment Types or Discounts & Adjustments heading. The Add Credit Code window opens.
2. Choose the Type: Payment - money received, or Discount or adjustment - reduces what is owed.
3. Enter a Code of 1 to 10 letters or numbers, with no spaces, and a Name staff will recognise. The code is what staff type into the payment search box, so keep it short.
4. For a discount, fill in the Discount. For a payment, choose its Deposit group. Both are explained below.
5. Leave Available for use ticked. Tick Show on quick payment screens for a code staff use every day - it goes on the one-click payment picker. Codes that are not quick picks are still available from the full payment list.
6. Set the Sort order - lower numbers appear first - and click Add Credit Code.

You cannot add a code in Gift Cards & Fixed Credits. Gift card redemption only works through the built-in gift card code, and any other code in that list would be reported as a gift card redemption. Contact NaturaeSoft support if you think you need one.

Discounts are entered as a whole percent

Type 20 for 20% off, not 0.2. A full write-off is 100. OfficePro converts the number for you.

Leave Discount blank for a code with no set rate, where staff type the amount at the time of payment. That is how most write-off and adjustment codes work, and the list shows those as Entered at payment. A blank rate is not a mistake.

Deposit groups

A payment type's Deposit group decides which bank deposit its payments land in on the Create Deposit screen. Payment types that go to the bank on the same slip should share a group - cash and checks together, for example, and card payments in a group of their own.

• Pick an existing group from the list, or choose Add a new group... and type a name.
• Give American Express its own group only if your processor settles it separately from your other cards.
• Choose Does not reach the bank for payment types that reduce what a patient owes without any money arriving - opening balances, trade value, payroll deductions, owner payments. Those payments are kept off the Create Deposit screen entirely, so they can never be swept into a deposit by mistake.

If any payment type in use has no group, a Not assigned to a deposit group: warning at the top of the screen names it. Payments under those types appear as Unassigned on the Create Deposit screen until you give each type a group.

Edit or retire a code

1. Click the pencil beside the code. The Edit Credit Code window opens.
2. Make your change and click Save Changes.

To stop using a code, untick Available for use. The code disappears from every payment screen, but the payments already taken under it are untouched and keep reporting exactly as they did. To bring it back, tick the box again.

Codes are never deleted. Every payment ever taken refers to its code by name, so deleting one would leave those payments meaning nothing. Retire it instead.

What you cannot change, and why

• System codes, marked with a key: Ins, InsAdj and GIFTCARD, and on practices using FortisPay also cc, ach and inscc. OfficePro posts insurance payments, gift card redemptions and card payments to these itself, so they cannot be renamed or retired. Hover over the key to see which part of OfficePro uses the code.
• Codes already used. Once any payment has been taken under a code, the edit window reads Used on however many payments, and the Code and Type are locked. Renaming the code would cut those payments off from it, and changing the type would turn every one of them from a payment into a discount, or the other way round, across every report at once. You can still change the name, the rate, the deposit group and the sort order, and you can still retire it.

Choose codes that describe the real reason for a discount. A Senior Discount, a Write Off and an Insurance Adjustment all reduce the balance the same way, but they mean very different things on your reports. See Managing Payments, Discounts and Write-Offs.

Multi-factor authentication (MFA) asks for a second piece of proof after the password, so a stolen or guessed password is not enough on its own to reach patient records. OfficePro offers two methods, and each user sets up their own.

The two methods

• Authenticator App - a code that changes every 30 seconds in an app such as Google Authenticator or Authy. This is the more secure choice: the code never travels over the phone network, and it keeps working where there is no signal.
• SMS Text Message - a code texted to a mobile number. Easier to start with, but a text can be intercepted or redirected, so use it where an authenticator app is not practical.

A user can set up both. If both are enrolled, the authenticator app is offered first and the text message is available as a fallback.

Set up your own account

1. Click Account at the top right of any page.
2. Find Account Security Settings, then the Two-Factor Authentication section. Each method shows either Not Set Up or Enrolled.
3. Next to Authenticator App, click Set Up.
4. Scan the QR code with your authenticator app. If the camera will not scan it, type the code shown beside Manual key: into the app instead.
5. The app now shows a six-digit code. Type it into Enter the 6-digit code shown in your app to confirm: and click Verify & Enable.

The method then reads Enrolled. To use a text message instead, click Set Up beside SMS Text Message, enter the number under Mobile Phone Number - Include country code (e.g. +1 for US) - and click Send Verification Code, then enter the code that arrives. If it does not arrive, Change number / Resend will send it again or let you correct the number.

To stop using a method, click Remove beside it.

Require it across the practice

Setting up MFA is voluntary until an administrator requires it. There are two ways to do that, both on the Admin page in the Users section.

• For everyone at once - switch on Require MFA for All Users at the top of the Users list. Every current user is marked as required.
• For one person - open the user with Edit User, find Require MFA: and click Enable. Disable lifts it again.

Requiring MFA does not enrol anyone. It means that the next time that person signs in, they must finish setting up a method before they can carry on. Turn it on when the people affected are at work and able to reach their phones, not last thing on a Friday.

Read the Users list at a glance

The MFA column on the Users list shows where each person stands. Hover an icon to read it:

• Authenticator App (TOTP) - enrolled with an app.
• SMS MFA Enabled - enrolled with text messages.
• MFA Required - Not Enrolled - required, but not yet set up. This person will be stopped at their next sign-in until they finish.
• MFA Optional - Not Enrolled - not required and not set up.

When someone loses their phone

A new or wiped phone no longer holds the enrolment, and the old codes are gone. An administrator clears it so the user can start again: open Edit User, and under MFA Status: beside Authenticator App: click Reset TOTP. The user is then Not enrolled and sets the app up again from their own Account page.

Only an administrator can do this, and it is deliberate - being able to clear your own second factor would defeat the point of having one.

IP authentication limits sign-in to the internet connections you name - typically the clinic itself, and the home connections of anyone who works remotely. Someone with a valid username, password and MFA code still cannot get in from anywhere else.

This is a strong control and it locks out the innocent as readily as the malicious. Read the warning at the end before switching it on.

Turn it on

1. Open the Admin page and find the Authorized IPs section.
2. Switch on Use IP Authentication:. The list of addresses appears; while the switch is off it stays hidden, because it has no effect.

Add an address

1. Click Add Authorized IP.
2. IP: - the public address of the connection, as four numbers separated by dots. This is not the address on the computer itself; search the web for "what is my IP" while sitting on the connection you want to allow.
3. Description: - who or where this is. Write something a colleague will still understand in a year: Front desk - clinic fibre beats office.
4. Authorized: - Yes to allow it immediately, No to record it without allowing it yet.
5. Click Add.

The list

Each row shows IP, Status, User / Description, Requested, Authorized and Actions.

When someone tries to sign in from an address that is not on the list, they are refused and the attempt is recorded as a request. Review these: if it is your own colleague working from a new place, click Authorize on that row and they can sign in. If you do not recognise it, leave it - an unauthorised row does nothing.

Before you switch this on

Most practices do not have a fixed address. Unless you pay your internet provider for a static IP, the clinic address can change on its own - after a power cut, a router restart, or an engineer visit - and when it changes, everybody is locked out at once, including you. Nobody can reach the Admin page to correct it, because the Admin page is behind the same check.

So:

• Confirm with your internet provider whether your address is static before relying on this.
• Add every address you need before switching the feature on - clinic, any second site, and the home connection of at least one administrator.
• Remember mobile data is a different connection entirely. Staff on a phone or tablet away from clinic wifi will be refused.
• If you are locked out, contact NaturaeSoft support. The switch can only be cleared from outside the affected practice.

For most practices, requiring multi-factor authentication gives most of the protection with none of the lockout risk. Consider that first, and add IP restriction only where the extra strictness is genuinely needed.

Bulk messaging sends an email or a text to a group of patients at once, chosen by the tags on their records. Two things need setting up first: the hours campaigns are allowed to send in, and - if you want to text - a phone number for the practice.

The send window

Campaigns are not sent the moment you press the button. They are queued, and a background process works through them. The window decides when that is allowed to happen, and it is set in BackOfficePro admin under Only send during these hours, with a From and a to, plus Skip weekends.

Set it to hours a patient would not mind hearing from you - most practices use something like 9am to 6pm and skip weekends. A text arriving at 3am does more damage to a practice's standing than the campaign was ever going to earn.

Understand what the window does to a send: press Send now outside the window and the campaign is accepted and queued, and nothing goes out until the window opens. Progress sits at zero in the meantime, which looks exactly like a fault. It is not.

Getting an SMS number

Texting needs a phone number that belongs to the practice. In SMS Messaging Settings, Request an SMS number provisions one, and you will see New Number Provisioned and then Your SMS number once it is live.

This is the number patients see, and replies come back to it, so treat it as a published clinic number rather than an internal detail. Release this number gives it up - do that only if you are certain, because a released number goes back to the pool and cannot be reclaimed.

Tags decide who gets it

An audience is built from patient tags, so bulk messaging is only as good as the tagging underneath it. Tags are managed in BackOfficePro.

Keep them meaningful and few. Tags describing something durable - a programme a patient is on, a condition you run recalls for - are useful for years. Tags describing a one-off event stop being true almost immediately and quietly ruin later audiences.

Before the first campaign

• Set the send window, and check the times are in your own timezone.
• Provision the SMS number if you intend to text.
• Tag a small group and send yourself a test - the campaign screen offers Send Test Email and Send Test SMS for exactly this.
• Agree internally who may send campaigns. This reaches every tagged patient at once and cannot be recalled.

One legal point worth being clear about: patients who have asked not to receive marketing must not be in a marketing audience, whatever their tags say. The software will send what you ask it to send.

Tags group your patients and prospects. They decide who receives a bulk email or text, and which patients go into a marketing export. A patient can carry any number of tags.

A tag gets onto a patient in one of three ways:

• By hand, from the patient's record.
• Automatically, by BackOfficePro rules that check every hour who is new, lapsed, seen recently and more.
• When a visit is booked, through the visit type's tag settings.

Creating tags and automatic tagging are in BackOfficePro. You need the BackOfficePro module, and your user needs BackOfficePro or Administrator access. Tagging a patient by hand works for everyone.

Create a tag

1. From the Tools menu, choose BackOfficePro.
2. Under Marketing & Tagging, on the Marketing Tags card, click Manage Tags. The Tags window opens.
3. Click Add New Tag.
4. Enter a Tag Name of up to 50 characters, without commas, and an optional Description. Leave Active ticked.
5. Click Add Tag.

A tag's name cannot be changed once it is created, so choose it with care. To change the description, or to stop using a tag, click Edit on its row. Untick Active to retire it: the tag stays on patients who already carry it.

To delete a tag, click the delete icon on its row. This removes it from every patient. If an automatic tagging rule uses the tag, take it off the rule first.

Tag a patient by hand

1. Open the patient's record.
2. In the header, click the tag icon (Tag the Patient).
3. Choose a tag from the Add Tag list. It is saved as soon as you choose it.

The patient's tags show as grey labels in the header. To take one off, click the small remove icon on the label (Remove Tag) and confirm. Add several tags one at a time. To tag many patients at once, use automatic tagging or visit type tags below.

If you remove a tag that an automatic rule put on, the rule adds it back at its next hourly run while the patient still matches. Tags you add by hand are never removed by automatic rules.

Tag patients automatically

1. From the Tools menu, choose BackOfficePro.
2. Under Marketing & Tagging, on the Automatic Tagging card, click Tagging Rules. The Automatic Tagging window opens.
3. On the rule you want, choose a Tag and adjust the number of months or visits.
4. Click Preview to see how many patients match now.
5. Tick the rule's checkbox to switch it on, and confirm.
6. Click Save.

Rules run every hour, so saving does not tag anyone straight away. At each run, a rule adds its tag to every patient who matches and removes it from patients who no longer do. It only ever removes tags it put on itself.

A visit counts once its date has passed and its visit type is in the Initial Visits, Return Visits, Procedures or Labs category. Meetings and admin appointments do not count.

Under By visit type, you can also tag everyone seen for a particular visit type within a number of months. On the Add another row, choose the Visit type, the months and the tag, then click Save. Add as many as you need. Several of these rules can share one tag, and a patient matching any of them carries it.

Switching on a rule makes every patient it matches available to Bulk Messaging and to your marketing partner. Leave Skip patients who opted out of bulk messaging ticked unless you have a reason not to. Patients marked inactive or deceased are never tagged automatically.

To stop a rule, untick it and click Save. Its tags come off at the next run.

Tag patients when a visit is booked

A visit type can add or remove tags whenever a visit of that type is booked, for example to tag everyone who books a program consultation. This needs Administrator access.

1. From the Admin menu, choose General Settings.
2. On the Schedule tab, in the Visit Types box, click the visit type you want. The Edit Visit Type window opens.
3. On the Details tab, click in Add Tags on Scheduling and choose the tags to add.
4. Optionally, choose tags in Remove Tags on Scheduling to take them off at the same time.
5. Click Save Visit Type.

The tags are applied when the visit is created, whether it is booked on the schedule, as a recurring series or by the patient through the portal. Editing a visit or changing its type later does not apply them, and cancelling the visit does not take them off.

Where tags are used

• Bulk Messaging builds its audience from tags. See Sending a Bulk Message.
• Marketing exports: the Tags window's Export CSV downloads tagged patients for an outside marketing tool.
• Your marketing partner can retrieve tagged patients through the NaturaeSoft API.

Add a Room or Resource

1. Mouse over Admin, click on “General Settings”
2. Select the “Schedule” tab
3. Click the   button in the Clinic Rooms & Resources area; this will open the “Add Clinic Resource” screen
4. Fill out the Name, Type, Description, Color, and Sort Order for the room or resource
5. Click “Add Resource Button” to save the resource changes.

Edit or delete a Room or Resource

1. Mouse over Admin, click on “General Settings”
2. Select the “Schedule” tab
3. Click the (edit) in the Clinic Rooms & Resources area; this will open the “Edit Clinic Resource” screen
4. Make any changes
5. Click “Edit Resource Button”
6. Or to Delete a Room or Resource, click the (delete)

Create Holidays

1. Mouse over Admin, click on “General Settings”
2. Select the “Schedule” tab
3. Click the   button in the Clinic Holidays area; this will open the “Add Clinic Holiday” screen
4. Input Holiday name
5. Enter the specific date or choose Multiday holiday- and enter the start date and end date
6. Set whether it is clinic-wide or provider-specific holiday
7. Check the Active box if you want to make the holiday active and the Annual box if it occurs on the same day every year
8. Click the “Add Holiday” button to save the holiday.

Sales tax in OfficePro is built from three pieces. Set them up in this order and the rest follows.

• A tax jurisdiction is one authority that levies a tax - a state, a county, a city - each with its own rate and its own cheque payee.
• A tax group is the combination that applies at one location. A clinic usually charges state plus county plus city, so the group holds all three and the customer is charged the total.
• A ship-to region decides which group applies to an order, based on where it is going.

Everything below lives on the Admin page, under Sales Tax Setup Information.

1. Add each jurisdiction

1. In Sales Taxes, click Add Tax Authority.
2. Tax Authority - the name you will recognise on a return, such as Utah State or Salt Lake County.
3. Tax Rate - enter this as a decimal, not a percentage. 4.85% is 0.0485. Typing 4.85 would charge 485%. The screen warns you if a figure looks like a percentage, but check it yourself.
4. Pay to the Order Of: - who the cheque is written to when you remit. This appears on the sales tax report and saves hunting for it later.

Add one row per authority. Do not add a single combined row for "sales tax" at the total rate - you will not be able to break the figure down by authority when you file, which is the reason for keeping them apart.

2. Build the groups

1. In Sales Tax Groups, click Add Tax Group and give it a name that describes a place, such as Clinic - Salt Lake City.
2. Open it with Edit Tax Group, then use Select Tax to Add and Add Tax to Group to attach each jurisdiction that applies there.

The Group Rate column shows the combined figure. Two things to know about it:

• It is a stored summary, refreshed when somebody opens the group and saves it. If you change a jurisdiction rate, the group total can look stale until you do.
• What a customer is actually charged is always the sum of the jurisdictions in the group, not that stored number - so a stale Group Rate is a display problem, not a billing one. Open and save the group to bring it back in line.

A group with no jurisdictions is a real, useful setting, not an unfinished one. It means "no tax here", and it is how you handle orders shipped somewhere you have no obligation to collect. Most practices want exactly one of these.

3. Say where each group applies

Under Ship-To Regions, click Add Ship-To Region and pair a Destination with the tax group it should use. The Everywhere else row is the catch-all for any destination you have not named - point it at your no-tax group unless you genuinely collect tax nationwide.

When an order is placed, the destination decides the group, the group decides the rate, and the rate is worked out and saved onto that line.

Changing rates later does not rewrite history

This is the question every administrator asks first, so to be plain: editing a rate does not change what past orders charged. Each line stores the rate applied when it was created. Put the new rate in on the day it takes effect and past sales, refunds against them and your filed returns all keep the figures they had.

The one thing to be careful of is the reverse: because only one rate is held per jurisdiction, a report that recalculates tax from today's configuration rather than reading what each line stored will misstate a closed period. Read the sales tax report, which uses the stored figures.

Before you rely on it

• Ring up one test sale for a taxable product and check the tax against a rate you have verified independently.
• Do the same for an order shipped out of area, and confirm it comes out untaxed.
• If you sell anything taxed at a reduced rate - groceries and supplements in many states - read Sales Tax by Product Class before going live. Leaving that unset charges those items at the full rate.

Rates and rules are set by your tax authority and change without telling you. OfficePro charges what you configure; confirming what to configure is your accountant's job, not the software's.

Many states tax some goods at a lower rate than others - groceries and supplements are the usual example - and some exempt them entirely. A product class is how you tell OfficePro which of your products those rules apply to, so the right rate is charged without anyone remembering to intervene.

The classes are Standard, Grocery and Exempt. Every product carries one; anything you have not classified is Standard.

Set a jurisdiction's class rates

1. On the Admin page, find Tax Rates by Product Class.
2. The grid lists each Tax Jurisdiction with its Normal Rate and a column per class.
3. Open a jurisdiction and fill in only the classes it treats differently.

The distinction that matters most

An empty box and a zero mean different things, and getting them the wrong way round is the most expensive mistake available on this screen.

• Empty means this jurisdiction taxes this class at its normal rate. The screen says Leave a box empty to inherit, and shows you the rate it will inherit. For most classes in most jurisdictions this is the correct answer, and an empty box is not a missing setting.
• 0 means this jurisdiction does not tax this class at all. That is a deliberate statement of exemption, and it is what you enter when your state genuinely does not tax food.

So if your state exempts groceries and you leave Grocery empty, every grocery item is charged the full standard rate and nothing warns you - the configuration is valid, it just says something you did not mean. Enter 0.

Clearing a box that had a rate restores inheritance, which is why the value disappears rather than becoming zero.

"Exempt" applies to one jurisdiction, not to the whole bill

This is the part that catches people out. Class rates are set per jurisdiction, so putting 0 against Exempt on your state does nothing about your county and your city. They carry on charging their normal rate on the same product.

Using the example above - state 4.85%, county 1.35%, city 0.5%, with Exempt set to 0 on the state only:

• Standard: 4.85 + 1.35 + 0.5 = 6.7%
• Grocery: 1.75 + 1.35 + 0.5 = 3.6%
• Exempt: 0 + 1.35 + 0.5 = 1.85%, not zero.

So a product marked exempt is still charged 1.85%, and the practice believes it is charging nothing. If something is genuinely exempt everywhere you collect, set 0 against that class on every jurisdiction in the group, not just the state.

The grid shows this if you know what to look for: a rate in bold was set for that class, and a grey one is the jurisdiction's normal rate being inherited. Grey in the Exempt column means that jurisdiction is still charging.

Rates are decimals

Same as everywhere else in this area: 1.75% is 0.0175. The box tells you what percentage it read back, and refuses anything at or above 1 because a rate of 100% or more is always a typo.

A worked example

A Utah practice charging state 4.85%, county 1.35% and city 0.5%, where the state taxes food at 1.75% but the county and city tax it the same as anything else:

• On the state jurisdiction, set Grocery to 0.0175.
• On the county and the city, leave Grocery empty - they treat it normally, and empty is exactly that statement.

A standard product is then charged 4.85 + 1.35 + 0.5 = 6.7%, and a grocery product 1.75 + 1.35 + 0.5 = 3.6%. Each jurisdiction contributes its own view of the class, which is why the classes are set per jurisdiction rather than once for the whole group.

Classify the products

A class rate does nothing until products are assigned to that class. Set Product Tax Classes on the product itself. Reduced rates and exemptions are worth getting right on the products you sell most - that is where the money is.

Check it

What Each Tax Group Actually Charges on the Admin page shows the resulting rate for every group and class together. Read it after any change: it is the quickest way to catch a rate that has been entered as a percentage, or a class left inheriting when it should be exempt.

A practice that has configured no class rates at all is charged the plain jurisdiction rates on everything, exactly as before this feature existed. Nothing changes until you use it.

OfficePro enables your practice to send emails such as forms, reminders, and teasers to your patients. To effectively configure this feature, you need to set up your company's email server.

Setting Up Your Email Server

Access Email Settings:

• Go to Admin in the main navigation.
• Select General Settings.
• Navigate to the Documents & Email tab.

Enter Email Server Information:

• SMTP Server: Enter the outgoing mail server. Free email services like Gmail, Yahoo, and AOL may not work due to relaying restrictions. Use your website's domain email (e.g., smtp.sitename.com).
• Email Account: Input the email address you’ll use to send emails.
• Email Name: Specify the name or email address you want to appear in the "From" area of the email.
• My SMTP Server Requires Authentication: Check this box (most mail servers require it).
• User Name: Enter your email account username.
• Password: Input your email account password.

Test Your Email Settings:

• Click Test Email.
• If successful, you’ll see a popup stating, “Your email settings are working correctly.”
• If you see an error message, review your entries for accuracy and retest. If issues persist, contact Support@NaturaeSoft.com.

HIPAA Privacy Statement

• The HIPAA privacy statement will automatically be included at the bottom of all outgoing emails. You can use the default statement or customize it according to your practice’s HIPAA compliance manual. This section is also a good place to outline your cancellation or no-show policies.

Using Gmail with OfficePro

If you're using Gmail, follow these settings:

• SMTP Server: smtp.gmail.com
• Use SSL: True
• Use Authentication: True
• Server Port: 465
• User Name: Your full Gmail address (or Google Apps for Business email account).
• Password: Your Gmail password.

Additional Gmail Security Settings

If you're having trouble connecting your Gmail account, ensure your password and other account details are correct. You may need to complete one of the following steps:

Allow Less Secure Apps:

• Enable access to less secure apps in Gmail. Follow this Google support article for guidance.

Create an Application-Specific Password:

• For added security, use an application-specific password. Review this Google support article or set one up directly here.

By following these steps, you can successfully manage your email settings within OfficePro, ensuring effective communication with your patients while adhering to HIPAA regulations. If you encounter any issues, please reach out to NaturaeSoft support for assistance.

To access your OfficePro account. Please log in under https://secure.naturaesoft.com. 

We also have an additional version of OfficePro available at https://OfficePro.NaturaeSoft.com

Each of our services has multiple access points so that you and your staff can access several instances of our software within the same facility. 

Version 1: Secure 

• https://Secure.NaturaeSoft.com
• https://Secure1.NaturaeSoft.com
• https://Secure1.NaturaeSoft.com
• https://NSSecure.NaturaeSoft.com

Version 2: OfficePro

• https://OfficePro.NaturaeSoft.com
• https://NSOfficePro.NaturaeSoft.com
• https://OPro.NaturaeSoft.com

Beta Version: for testing of new features

• https://Beta.NaturaeSoft.com

* The beta version is accessible to all customers, please let NaturaeSoft know of any issues you experience in the beta version of the service. We always work on new features and would appreciate your input and assistance. 

Accessing the Login Page

- Open your preferred web browser.
- Navigate to the OfficePro login page @ https://OfficePro.NaturaeSoft.com 

Log in at the Practice Level Authorize your IP

Creation Date: Mar 20, 2026

Created By: Tucker Meager

View most recent version

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# OfficePro Practice Level Login

To Log in to the OfficePro Service you can access one of our main service URLS: 
 

https://OfficePro.NaturaeSoft.com

https://Secure.NaturaeSoft.com

https://beta.NaturaeSoft.com - beta use only

Practice Level Login

Input your Practice Name and PracticePass provided to you in your login email.

IP Restrictions

Your administrator may have enabled IP restrictions preventing access from un authorized networks. If you are accessing the service from a new location you will be prompted to request authorization from your administrator. Please provide a name and click request access. An email will sent to the account administrator for approval. Once approved you will automatically be redirected tot eh user login page.

1. Enter "Your Practice Name" to identify what practice's servic you are logging in to use.

2. Enter the "Practice Pass" that you were provided for your account.

3. Click on Log On to Practice

4. Click on Request Access for your IP address.

5. Click on Your Network (IP) is Pending Authorization…

# Your Administrators Mail

Your account admin will receive the email and have to click on Authorize Access to IP: {Your IP} to enable the network for access.

6. Your account admin will receive the email and have to click on Authorize Access to IP: {Your IP} to enable the network for access.

# OfficePro User Level Login

Once the IP Is Authorized you will be redirected automatically to the User login process.

7. Enter your username and password as provided by your account admin.

ℹ️ Troubleshooting Login IssuesIf you forget your password, please ask your administrator to reset your password for access.Ensure that your internet connection is stable.Check for any browser updates or try a different browser if you encounter issues.

ℹ️ Security TipsAlways log out after your session to protect your information.Use a strong, unique password for your account.

# Congratulations! You are now logged into OfficePro!

Practice Level Login

-Input your Practice Name and PracticePass provided to you in your login email. 

IP Restrictions

Your administrator may have enabled IP restrictions preventing access from un authorized networks. If you are accessing the service from a new location you will be prompted to request authorization from your administrator.  Please provide a name and click request access. An email will sent to the account administrator for approval.  Once approved you will automatically be redirected tot eh user login page.  

User Level Login

Once you have logged in at the practice level a cookie will be saved allowing you to go directly to the user login page.  To login you will need you User Name and Password provided to you by your administrator. 

Entering Your Credentials

- Input your username in the designated field.
- Enter your password in the password field.

Troubleshooting Login Issues

- If you forget your password, please ask your administrator to reset your password for access.
- Ensure that your internet connection is stable.
- Check for any browser updates or try a different browser if you encounter issues.

Security Tips

- Always log out after your session to protect your information.
- Use a strong, unique password for your account.

NaturaeSoft Support Options and Escalation Guide

At NaturaeSoft, we offer multiple support channels to ensure your issues are resolved efficiently. This guide outlines our support process and the escalation procedure in case of emergencies or unresolved issues.

1. Knowledge Base (KB)

Before contacting support, please review our Knowledge Base for known issues, FAQs, and common solutions experienced by our customers.

• Access: [Link to Knowledge Base]
• Topics Covered:
  • Installation and setup guides
  • Troubleshooting common issues
  • Answers to frequently asked questions

If you cannot find a solution in the KB, proceed to the next step.

2. Submitting a Support Ticket

If the Knowledge Base does not address your issue, you can create a support ticket through the following methods:

Via the Support Portal:

1. Log in to support.NaturaeSoft.com.
2. Click on the Tickets Tab and then the Blue Start Ticket Button.
3. You can also view an overview of all previously submitted tickets for easy tracking.

Via Email:

If your email is registered with NaturaeSoft:

1. Send your issue details to Support@NaturaeSoft.com.
2. For follow-up on an existing ticket, reply to the response email that includes your ticket number and issue description to ensure quick and effective communication.

3. Live Chat Support

Our live support chat is available for real-time troubleshooting and immediate assistance.

• Availability: Monday to Friday, 9 AM - 6 PM (Time Zone)
• Access Chat: [Link to Chat]

4. Online Support Meetings

For more complex issues, schedule an online support meeting with our technical team.

• Booking Link: https://www.Calendly.com/DrMeager
• Availability: Monday to Friday, 10 AM - 5 PM (Time Zone)
• Expectations: Direct discussion of your issue with a technical expert for deeper troubleshooting.

5. Emergency Escalation

If you experience a system-down emergency, please use the following escalation procedure:

1. Text Us: Text (541) 402-5100. If we do not respond immediately, it is likely because we are actively troubleshooting an ongoing issue.
2. Check the News Feed: Stay updated on system-wide notifications and updates by reviewing the NaturaeSoft support portal news feed for any emergency alerts or resolution progress.

6. Final Escalation Procedure

If your issue remains unresolved after following the steps above, or you haven't received a response within 48 hours, you can escalate the case:

Escalation Trigger:

• More than 48 hours without a response.
• Unresolved issues despite troubleshooting.

Escalation Process:

• Email Support@NaturaeSoft.com with the following details:
  • Ticket number(s)
  • Description of the issue
  • Steps already taken
  • Preferred contact method and availability

Resolution Timeline:

• A senior support team member will review your case and respond within 24 hours.
• If necessary, your issue will be escalated to the development or product teams for further investigation.

We hope this updated guide helps you navigate our support services and provides clear escalation steps in case of emergencies or unresolved issues.

Do we have to use multi-factor authentication?

It is optional until an administrator requires it, either for one person from Edit User or for everyone with Require MFA for All Users. It is strongly recommended: a password on its own is one guessed or reused credential away from exposing patient records.

Which is better, the app or text messages?

The Authenticator App. Its codes are generated on the device and never sent anywhere, so there is nothing to intercept, and it works with no phone signal. SMS Text Message is a reasonable second choice where an app is not practical.

What happens the first time MFA is required?

The user signs in as usual and is then asked to finish setting up a method before going any further. Nothing is lost and no data is affected - but turn the requirement on when people are at work with their phones to hand, not at the end of a Friday.

I have a new phone. How do I get back in?

An administrator clears the old enrolment: Edit User, then Reset TOTP beside Authenticator App:. You then set the app up again from your own Account page. You cannot clear your own second factor, and that is deliberate.

My code keeps being rejected and I have not changed phones.

The phone clock has drifted. The codes are based on the time, so a phone a minute out produces codes that are refused. Set the phone to get date and time automatically.

How many wrong passwords lock an account?

Five. The account then locks for 15 minutes. Waiting clears it, or an administrator can release it immediately with Unlock Account from the Users list or from Edit User.

Can I unlock my own account?

No - an administrator has to, or you wait the 15 minutes. If nobody else in the practice is an administrator, that is worth fixing before you need it.

Someone has left. What should we do with their account?

Remove their access the same day. Do not simply change the password and leave the account in place, and do not hand it to their replacement - the record of who did what depends on each person having their own login.

Why can one user not see Reports or the patient list?

Those are separate permissions on the user record, not part of signing in. Open Edit User and check the access boxes. Access that was never explicitly granted counts as not granted, so a brand-new account can sign in perfectly and still see very little until its permissions are set.

We are all locked out and we use IP authentication.

Your internet address has most likely changed. Nobody inside the practice can correct it, because the Admin page sits behind the same check. Contact NaturaeSoft support.

Is a shared login ever acceptable?

No. It removes any meaningful audit trail, and when one person changes the password everybody else is locked out at once.

If I change a tax rate, does it change past sales?

No. The rate is worked out when a line is created and stored on that line. Past orders, and any refunds against them, keep the rate they were charged. Enter a new rate on the day it takes effect.

Why is 4.85% entered as 0.0485?

Rates are stored as decimals throughout. The screen shows you the percentage it read back, and refuses anything at or above 1, because a rate of 100% or more is always a typo.

What is the difference between an empty class rate and a zero?

Empty means taxed at this jurisdiction's normal rate. Zero means not taxed at all. If your state exempts groceries and you leave the Grocery box empty, groceries are charged the full standard rate and nothing warns you. Enter 0.

I set a class to 0 but it is still being taxed.

Class rates are per jurisdiction. Setting Exempt to 0 on your state leaves the county and the city charging their normal rate, so the product is taxed at their combined rate rather than nothing. Set 0 against that class on every jurisdiction in the group. In the grid, a grey figure is an inherited normal rate - grey under Exempt means that jurisdiction is still charging.

A tax group has no jurisdictions in it. Is that broken?

No - that is how you say "no tax here", and most practices want exactly one such group for orders shipped outside the area they collect for. It is only wrong if it happened to a group that should be charging tax.

The Group Rate does not match what was charged.

Group Rate is a stored summary, refreshed when somebody opens the group and saves it. What a customer pays is always calculated from the jurisdictions in the group. So the charge is right and the display is stale - open the group and save it.

Why do I add state, county and city separately instead of one combined rate?

So the total can be broken down by authority when you file, and so each authority carries its own Pay to the Order Of:. A single combined row charges the right total and leaves you unable to report it.

An order was not taxed at all.

Check the destination against Ship-To Regions. Anything not matching a named region falls to Everywhere else, which for most practices points at a no-tax group. That is correct for out-of-area orders and wrong if the address was local.

Do I have to use product classes?

No. A practice that sets no class rates is charged the plain jurisdiction rates on everything, exactly as before the feature existed. Use them only if something you sell is taxed differently.

Where do I see what my settings actually charge?

What Each Tax Group Actually Charges on the Admin page resolves every group and class combination for you. Read it after any change - it catches a percentage typed as a decimal faster than anything else.

Can OfficePro tell me the right rate for my area?

No. It charges what you configure. Rates and rules are set by your tax authority and change without notice; confirming what to configure is a question for your accountant.

Do I need to switch gift cards on?

No. The tools are already on the encounter, on the patient record, and under Gift Cards on the Admin page. There is no settings screen and nothing to enable.

Why did our revenue not go up when a card was redeemed?

Because it went up when the card was sold. Selling a $100 card records $100 of revenue that day; redeeming it later spends money you have already been paid. Counting it again would record the same $100 twice.

Is a redemption a payment or a discount?

Neither, strictly. It settles revenue already recorded when the card was bought. It is not a discount - nobody paid less - and not new money, because the money arrived earlier.

Who gets credited, the seller or the provider?

Selling a card is credited to the clinic. The provider is credited for the services they actually deliver when it is redeemed. Earlier versions credited the redemption against the treating provider, which understated their production; that was corrected in August 2026.

Can a card be spent in parts?

Yes. Take any amount up to the balance and the rest stays on the card. Balance After shows what will remain before you commit.

Can more money be added to an existing card?

Yes - use Sell / load a gift card with the existing Card UID and the amount to add.

Does a card have to be used by the person who bought it?

No. Record the Purchaser and Recipient where they differ, but the balance can be spent by whoever presents the card.

What if a card is lost?

Cancel it. Anyone holding the UID can spend the balance, so a card reported lost should be cancelled rather than monitored. Confirm who bought it first, and record the reason in the Note.

Do gift cards expire?

OfficePro does not expire them - a balance stays until spent or cancelled. Whether you may expire them is a matter of law where you practise, and in many places unredeemed balances cannot simply be written off. Ask your accountant before assuming an old card is yours to keep.

How do I see what we owe on unspent cards?

The Gift Cards section on the Admin page lists every card with its Balance and Status. Outstanding balances are money you hold and have not yet earned, so most practices treat the total as a liability.

A card was sold but never paid for.

Selling adds the card to a visit as a charge; it is only funded when that visit is settled. Find the originating encounter and take the payment, or cancel the card.

A report I used to run has gone. What happened?

The reports section was rebuilt in August 2026 and around 250 old pages were retired, most of them duplicates or reports nothing had opened in years. Look for the current equivalent in the list on the left, and update any bookmark you kept.

Why does my colleague see reports I do not?

The list reflects each account's permissions - a group only appears when you have access to something inside it. Compare the two accounts under Edit User on the Admin page.

What is the difference between the three Master Reports?

Depth, not content. Summary gives period totals, Standard gives encounter totals, Detailed gives every line. Start at Summary and go deeper only when a figure needs explaining.

Why do some reports have no date range?

Because they describe how things stand now rather than what happened between two dates. Outstanding balances, credits, subscription health and the duplicate-finding reports are all point-in-time, so a period would not mean anything.

Which reports can I export?

Sales Tax, Sales Tax - Line Detail, Discounts Given, Unbilled Services, Subscription Health and Provider Productivity export to CSV. Any report can be printed to PDF. An export always matches what is on screen, so set the period first.

Why can a provider only see their own numbers?

Providers are restricted to their own figures by design. Choosing a different provider requires financial or administrator access.

Where is the Sales Tax line detail report? I cannot find it in the list.

It is reachable only by drilling into it from the Sales Tax report, which is why it is not in the navigation. Open Sales Tax and click through.

Two reports give me different totals for the same period.

They are usually counting different things - billable versus collected, or services versus products. Rather than comparing totals, drill into one until you reach the encounters behind it; that shows which is answering your question.

My report is empty.

Check the period first. Most reports open on the current month, so early in the month they can be legitimately near-empty. Widen it and see whether the figures appear.

Is it recorded that I ran a report?

Yes - successful report views are logged once each. This is normal for a system holding patient data and is what lets a practice show who looked at what.

Can I get a report that does not exist?

Ask. The registry makes adding one considerably easier than it used to be, and a report several practices want is worth building properly rather than everyone exporting to a spreadsheet.

1. NaturaeSoft Support FAQ
   https://support.NaturaeSoft.com/FAQ/ 
   Check out the Support Frequently Asked Questions page for quick answers to the most common issues we hear about. 
    
2. NaturaeSoft Support Knowledge Base
   https://support.NaturaeSoft.com/KB/ 
   Access the NaturaeSoft Knowledge Base for information on common activities and troubleshooting. This knowledge base contains
   updates for known issues, frequently asked questions, training on the use of each module, and troubleshooting tips and tricks. 
    
3. Feature Requests - send them in as a ticket
   https://support.NaturaeSoft.com/Tickets/Add
   The Feature Development Request Board lets users make suggestions and requests for new features and enhancements. We hold
   no guarantee to the development of all the features in this discussion group but we would love to hear how the system can better serve you! 
    
4. NaturaeSoft Academy 
   https://support.NaturaeSoft.com/Academy 
   The NaturaeSoft academy is our learning site, with tutorials on common activities in OfficePro. 
   Support Ticket Service Support@NaturaeSoft.com 
    
5. Chat with Support
   To get simple questions answered quickly throughout the day you can use the Chat with Support feature by clicking the chat icon located in the bottom right corner of most OfficePro service pages. 
    
6. Support Tickets
   If you still can't find the answers you need, Please create a Support Ticket through the OfficePro website Portal and one of our agents will be able to assist you.  Support Tickets may lead to a charge on your account. SupportPro Users
   Log in to https://Support.NaturaeSoft.com/Tickets/Add
    
7. Training Sessions & Support Meetings
   https://Calendly.com/DrMeager 
   Schedule an online training session for you or your staff. SupportPro customers can schedule a free 15-minute meeting with support at their convenience.  (ProTip: If you are a SupportPro customer then you can schedule free 15 minute meetings with support as needed*) * See the support pro terms for details. 

We hope this guide helps comfort you and directs you to the proper resources with our support services if you experience an issue with the service in the future. 

Problem: 

You want to send an email to all of your patients but can't find how to do this in OfficePro. 

Background:

The OfficePro suite is designed for practice management and not really marketing. So all emails that OfficePro sends to your patients are patient-specific. There is no function for sending an email to all of your patients.  But of course, you can still send emails to your patients using your email client or marketing service such as Constant Contact. OfficePro can provide you with a list of email addresses of your patients for sending.  

Solution:

Option 1

To access a list of email addresses in OfficePro you can do one of the following. On the OfficePro Admin Home page on the left hand column. You will see an email box. If you click on the bar, the following email options will appear: 

If you click the view Email List option from the email menu you will get a list of all of your patient's email addresses. 

You can then click the Email All Patients link at the top right. If you do not have very many addresses the link will trigger your browser to open the default mail client with the email addresses already populated into the BCC field of the email draft. 

If you have a large number of emails on file then the system will prompt you with a selection box you can use to copy and paste all of the emails on file into the BCC box of a new email in your email client. 

Option 2

You can also use the Export Patient function to export a CSV of all of your patients. Then simply filter the CSV using your favorite spreadsheet software (excel, numbers, sheets, etc...). This way you can come up with a targeted list for your email. 

For more on exporting the patient list see the following tutorial about the Add Ons, Export, and Logs tabs of the Admin General settings page. http://www.naturaesoft.com/configuration.html#AddOns  

NOTE: Always use the BCC box otherwise your patient's email addresses will be shared with the other recipients of the email. Ignoring this could lead to a HIPAA violation, so be very careful about emailing your patients. 

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.

Problem

A member of staff cannot sign in. The password is refused, the account says it is locked, or they are asked for a code they cannot produce.

Background

Signing in has two steps, and they fail differently. First the practice is identified, then the person is. Several separate controls sit on the second step - the password, the account lock, multi-factor authentication and, if the practice uses it, IP restriction. Working out which one has stopped them is most of the job.

Resolution

Work through these in order.

1. Check they are past the practice step. The first screen asks for the practice, the second for the person. Staff often type their own username into the practice screen. If they never reach a screen asking for a password, they are stuck on the first step and need the practice name and PracticePass, not their own details.
2. Look for the lock. Open the Admin page and find them in the Users list. A locked account carries a red Locked badge; hover it to see when the lock lifts and how many failed attempts caused it. Five failed attempts locks the account for 15 minutes. Waiting is enough, or an administrator can clear it now: click Unlock Account on the row, or open Edit User and use Unlock Account beside Account Locked:.



3. Check whether MFA is the obstacle. Read the MFA column. MFA Required - Not Enrolled means they must finish setting up a second factor before they can go further - that is working as intended, and they complete it from their own Account page. See Setting Up Multi-Factor Authentication.
4. If they have a new phone, their authenticator no longer holds the enrolment and the codes will never be accepted. An administrator opens Edit User and clicks Reset TOTP beside Authenticator App:; the user then enrols again.
5. If codes are rejected but the phone is the same, the phone clock has probably drifted. These codes are time-based, so a phone a minute out produces codes the server will not accept. Set the phone to update date and time automatically, then try again.
6. If they are working somewhere new, check whether Use IP Authentication: is on in the Authorized IPs section. If it is, their connection must be on the list. Their attempt will be sitting there as a request - click Authorize on the row once you are satisfied it is really them. Mobile data counts as a different connection from clinic wifi.
7. If the password is simply wrong, an administrator can reset it from Edit User. A user who knows their current password can change it themselves from Account using Current Password, New Password, Confirm New Password and Update Password.

If the whole practice is locked out and IP authentication is on, the practice address has most likely changed - after a power cut or a router restart. Nobody inside can correct it, because the Admin page sits behind the same check. Contact NaturaeSoft support.

A note on shared logins. If the answer keeps being that several people use one account, fix that instead. Each person needs their own login: shared accounts make the audit trail meaningless, and one person changing the password locks out everyone else.

Problem

A line was taxed at a rate nobody expected - too much, too little, or nothing at all - or two similar orders came out taxed differently.

Background

The rate on a line is not read live from your settings. When the line is created, OfficePro works out the rate from the order's tax group and the product's class, and saves that figure onto the line. The line keeps it from then on.

That is deliberate - it is what stops a rate change from silently rewriting last quarter's takings - but it means an old line can legitimately carry a rate that no longer matches your current settings. Two orders taxed differently is often two orders raised either side of a change, not a fault.

Resolution

Work from the line outwards.

1. Check when the line was created. If it predates a rate change, the figure is correct and should be left alone. Repricing it would misstate a period you have probably already filed.
2. Check the product's tax class. A product that should be reduced-rate or exempt but was never classified counts as Standard and is charged the full rate. This is the most common cause of "too much tax".
3. Check the class actually has a rate. On the Admin page open Tax Rates by Product Class. An empty box for that class does not mean exempt - it means taxed at the normal rate. If your state exempts the class, the box must contain 0. This is the most common cause of groceries being charged full rate.
4. If a class you set to 0 is still taxed, check the OTHER jurisdictions in the group. Class rates are per jurisdiction, so 0 against Exempt on the state still leaves the county and city charging their normal rate. In Tax Rates by Product Class, a grey figure is an inherited rate - grey under Exempt means that jurisdiction is still charging.
5. Check which group the order used. The group comes from the destination through Ship-To Regions. An order shipped somewhere unexpected, or falling through to Everywhere else, will use a different group than you assumed.
6. If tax came out as zero, look at whether the group has any jurisdictions attached. An empty group means "no tax here" - correct for out-of-area orders, wrong if it happened to your local group because nobody attached the jurisdictions after creating it.
7. If the rate is absurd - hundreds of percent - a rate has been typed as a percentage instead of a decimal. 4.85% must be entered as 0.0485. Open the jurisdiction under Sales Taxes and check.
8. Compare against the summary. What Each Tax Group Actually Charges shows the rate every group and class combination resolves to. If that figure matches the line, the configuration is doing what it is set to do and the setting itself is what needs changing.

If the Group Rate column disagrees with what was charged

The Group Rate shown against a group is a stored summary, refreshed only when somebody opens that group and saves it. Charges are always calculated from the jurisdictions in the group, so if the two disagree, the charge is right and the summary is stale. Open the group and save it to bring the display back in line.

Correcting a line that really is wrong

Fix the configuration first, or the next order repeats the error. Existing lines keep their stored rate, so any already-wrong line has to be corrected on the encounter itself. If the period is closed or the return is filed, talk to your accountant before altering it - the fix for a filed period is usually an adjustment, not an edit.

Problem

A card is refused at the point of redemption, shows a balance the customer disputes, or reads as zero when it should hold value.

Background

A card carries three things that can each stop a redemption: its Status, its Balance, and whether the sale that funded it was ever actually paid. Selling a card adds it to a visit as a charge - if that visit was never settled, the card exists but was never paid for.

Resolution

1. Read the card first. Use Check Gift Card Balance, which reads it without touching a visit. That immediately separates "the card is empty" from "the redemption screen is not working".
2. Check the Status. In the Gift Cards section on the Admin page, find the card by its Card UID. A cancelled or closed card will not redeem however much balance it shows.
3. Check the history. View full transaction history lists every load and redemption with the balance after each. A customer who believes the card is untouched is usually looking at a card someone else has spent - the history shows when, and which user took it.
4. Check the sale was paid. If the card was sold but the encounter was never settled, the card was issued without payment. Find the originating visit and take the payment, or cancel the card.
5. If the UID will not enter, type it by hand rather than tapping. If typing works and tapping does not, the reader is the problem, not the card - check the NFC bridge is running on that machine.
6. If the balance is less than expected, look for a partial redemption. A card can be spent in parts, so a $100 card used once for $40 correctly shows $60.

Refunding or cancelling a card

Use Cancel / Refund Gift Card and then Cancel Card. Cancelling stops the card being spent; refunding returns the money to the purchaser. Record why in the Note - a cancelled card with no explanation is impossible to account for later.

Cancel a card that was sold in error, or one reported lost after you have confirmed who bought it. Because anyone holding the UID can spend the balance, a card reported lost should be cancelled promptly rather than watched.

The balance looks wrong in the accounts, not on the card

If the card itself is right but your figures look wrong, this is usually not a fault. Gift card revenue is recorded when the card is sold, not when it is spent - so a day of heavy redemption shows activity without matching takings, because that money came in when the cards were bought. See Selling and Redeeming Gift Cards.

Problem

A report you used to run is not in the list, a saved link no longer works, or opening one returns a message instead of figures.

Background

The reports section was rebuilt in August 2026. A registry now decides which reports exist and who may see each one, and roughly 250 old pages were retired down to a registered set. A report can therefore be absent for four quite different reasons, and OfficePro tells you which - read the message rather than the fact that it failed, because the fix is different each time.

Resolution

"That report does not exist. It may have been renamed or retired."

The report is gone, and this is almost always an old bookmark or a link in a document. Most retired reports were duplicates of one that survived, so look for the current equivalent in the list on the left and bookmark that instead. Search the Find a report... box for a word from the old title - the replacement is often named slightly differently.

"Your account does not have access to this report."

The report exists and your user account is not permitted to open it. Most financial reports need financial access; the Data Error Review needs administrator access. An administrator can grant it from Edit User on the Admin page. Note that an access box left blank counts as not granted, so a newer account can reach the reports list and still see very little in it.

"This report belongs to a module this practice does not currently license."

The report is part of a module the practice does not subscribe to - the product and refill reports need ProductPro, the Billing Report needs BillPro. No permission change will open it; the practice would need to add the module. Contact NaturaeSoft if you think you already have it.

"This report is not included in your plan."

The report exists and is licensed but sits outside your current plan. Again, not a permission - contact NaturaeSoft to discuss the plan.

The report opens but is empty

Check the period before anything else. Most reports open on the current month, so early in the month they can be legitimately near-empty. Widen it to last month or this year and see whether the figures appear.

If a report has no period bar, it is a point-in-time report - Patients with a Balance Due, Subscription Health and the duplicate-finding reports describe how things stand now. Empty means there is genuinely nothing to show, which is usually good news.

A provider cannot see other providers

That is intended. A provider is restricted to their own figures; selecting a different provider requires financial or administrator access.

Two people see different report lists

Also intended. A group only appears when the account has access to something within it, so the list reflects permissions. Compare the two accounts under Edit User.

The numbers look wrong rather than missing

Follow the figure to its source rather than comparing totals between reports. Click through from the Practice Dashboard, step down through the Master Reports from Summary to Detailed, or open Sales Tax - Line Detail from the Sales Tax report to see every line behind the total. Two reports disagreeing usually means they are counting different things over different periods, and the drill-down is what shows you which.

Problem

A patient who has paid still shows a balance, a payment shows as over allocated, or a credit has disappeared.

Background

Taking a payment and applying it to a visit are separate steps. Money can be correctly recorded and still not attached to anything, in which case the patient looks like they owe it. Most allocation problems are this, not a lost payment.

Resolution

1. The patient paid but still shows a balance. Check Unallocated Payments first. The payment is almost always there, recorded and not yet applied. Open it with Allocate Payment and apply it to the visit it was meant for.



2. "This payment has been over allocated". More has been applied than the payment holds, usually after a visit was edited or a charge removed underneath an existing allocation. Use the clear allocations link on that message to release it, then allocate again from a clean start. Correct Over Allocation and Apply this correction handle the same problem in bulk.
3. The visit balance looks wrong after editing charges. Changing what a visit costs does not re-spread money already allocated to it. Re-open the allocation and check what is actually applied against what is now owed.
4. A credit vanished. Check whether it was allocated to another visit - a credit applied elsewhere has not disappeared, it has been spent. Untick that visit to release it.
5. You cannot remove a negative row on a return. That is intended and OfficePro will tell you so. A product return records a $0.00 credit and holds the returned value as a negative amount on the return visit; that negative is the credit. Removing it would destroy the credit and leave the return visit unpaid at once. Untick the visit you applied the credit to instead, or refund it. If the return was itself a mistake, reverse the return rather than its credit.
6. You are told there are return credits to allocate or refund. The patient is in credit from a return. Decide before you act: allocating it spends it against a visit, and it can then no longer be handed back without extra work. If it is going back to the patient, use Process Patient Refund and do not allocate it first.

The patient says they paid and there is no record at all

Search the patient's payments before assuming it was missed - a payment entered against the wrong patient or the wrong visit is far more common than one that was never entered. Check the same day's takings for an amount that matches. If it was taken by card, the approval or auth number on the terminal receipt is what ties it to the entry, which is why recording it at the time matters.

Preventing most of this

• Allocate on the day the payment is taken.
• Clear Unallocated Payments weekly rather than at month end.
• Finish editing a visit's charges before allocating money to it.
• Decide refund or credit before allocating anything.

Problem

A campaign was sent and nothing has arrived, progress is stuck at zero, or it reached far fewer people than expected.

Background

Campaigns are queued rather than sent as you press the button, and a background process drains that queue only during the practice's send window. So a campaign that has not gone out is usually waiting rather than broken - and the screen looks identical either way.

Resolution

1. Check the send window first. In BackOfficePro admin, look at Only send during these hours and Skip weekends. If you pressed Send now outside those hours, the campaign is queued and will start when the window opens. Nothing is wrong.
2. Check Progress on the campaign. Recent Campaigns then Campaign Detail. Progress that is moving means it is working through the queue - large audiences take a while by design, so messages are not sent in one burst.
3. If it says "No deliverable recipients.", the audience matched patients but none of them has a usable email address or mobile number. Check the tag is on the patients you think, and that those records carry contact details.
4. If far fewer people received it than expected, look at Match. All selected tags requires a patient to carry every tag chosen, which narrows an audience sharply. Any selected tag is usually what people mean.
5. If the text did not send but the email did, check the practice has a provisioned SMS number under SMS Messaging Settings, and that the patients in question have mobile numbers rather than landlines.
6. If the message went out with {FirstName} showing literally, the merge field was misspelled. Merge fields are not validated - an unrecognised one is sent as written. There is no recall; the practical response is a short, human follow-up rather than silence.

It went to the wrong people

Nothing can be recalled once sent. Work out which tag produced the audience before sending anything else, or the correction repeats the mistake. Then fix the tagging rather than remembering to work around it next time.

A patient asks to stop receiving these

Act on it immediately and remove them from the tags that put them in marketing audiences. This is a legal obligation in most places, not a courtesy, and the software will send exactly what it is told to.

Nothing sends at all, for any campaign

Check that bulk sending is enabled for the practice at all, and that the window is not set to a range that never occurs. A window with a start later than its end is the usual culprit.

You are not able to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com. 

Background

There are many reasons why you may not be able to connect to NaturaeSoft services. It could be the browser, the computer, the firewall, the router, the ISP, or NaturaeSofts, firewall or servers. In order to better address the issue trouble shooting needs to be done to determine the underlying cause of the error. 

Solution

When the servers go down the NaturaeSoft support team is allerted to this through a monitoring service and our teams goes swiftly to work to identify and treat the issue to get your services back running as fast as possible. In most circumstances issues with connectivity to the service are local and do not have to do with NaturaeSoft server / service performance. In most cases of the issue being server related NaturaeSoft's team of engineers can get the the services back up within 15-30 minutes.  

Most of the time that a NaturaeSoft service does go down it still may be available through an alternative domain. You can access the NaturaeSoft service through either :

• https://Secure.NaturaeSoft.com
   

or

• https://OfficePro.NaturaeSoft.com 
   

In order to troubleshoot the issues with connecting to our servers please follow the path outlined below: 

In the event that you cannot connect to the service please try the following things in order:

• Refresh the page with the F5 key or CNTRL + R

If the page has an error on it then...

• copy and paste the error and send it to support@naturaesoft.com
• Try to reaccess the service from the main login at https://secure.naturaesoft.com/login_practice.asp
• Await a response from NaturaeSoft or proceed to the next step to troubleshoot connectivity.

If the page has no error on it, but is just spinning or says cant connect then... (

• Try the alternative URL
  • https://secure.naturaesoft.com
  • or https://officepro.naturaesoft.com

If you still cannot connect then....

• Check for internet connectivity by searching on Google or going to another new web page.

If you can reach another site but still cannot connect to either URL then....

• Contact support to confirm whether there is a wider outage.

If support confirms our services are down, then...

• please be patient as our engineers are on the case and are actively diagnosing the issue.
• Refer back to the server status page or to the login page to check for the return of connectivity.
•  

If NaturaeSoft Servers are up and their status looks good Then (

• Restart your browser to see if it is related to bad cookies

)

If you still cannot connect 

• Restart your router to see if the router has hung or blocked connectivity to our services due to throughput or outdated firmware issues.

If you still cannot connect

• Escalate to NaturaeSoft support (see below)
• Run a trace route to NaturaeSoft servers -

The OfficePro service allows for the upload of files but there are limitations about the upload service, that you will need to keep in mind.  The NaturaeSoft service has 2 limitations. First, we limit all files to 10MB or less, also we only allow 10 minutes per upload of each file this means that you will need to have a certain speed of the internet to achieve the upload of your files upload time depends on two things:

• Total file size you’re sending.  Your operating system can tell you this.
• Your upload speed (not download speed).  Find this using a speed test site like http://speedtest.net/.

Once you have this info, use the table below to approximate your upload time.

So in theory you would need to have a 128 kb upload speed or higher to upload 10MB files.

If you have any trouble uploading files and your speed is in the range above, please contact support@naturaesoft.com. 

Accessing the Merge Function:

• Navigate to the Patient Detail page.
• Click the Merge Patients link in the top right corner.

Selecting the Duplicate Patient:

• Choose a suggested duplicate patient from the list or use the search function to find the duplicate you want to merge.

Reviewing the Merge Preview:

• After selecting the duplicate patient, you'll be taken to the Merge Preview window.
• Here, you can review the patient information and decide whether to proceed with the merge or change the merge direction (A -> B or B -> A).

Finding Duplicates in Reports:

• You can also see a list of duplicate patients by going to the Admin Reports home page under the Patients tab.

Important Note:

• Warning: The demographic information of the old patient will be lost after the merge, but all files and transactions will be transferred to the new merged patient account.

Problem: You are unable to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com.

Background

There are several potential reasons for connectivity issues with NaturaeSoft services, including problems with your browser, computer, firewall, router, ISP, or NaturaeSoft’s servers. To effectively address the issue, we need to conduct a systematic troubleshooting process to identify the underlying cause.

Solution

When our servers experience downtime, the NaturaeSoft support team is alerted through a monitoring service. Our engineers work swiftly to identify and resolve the issue, usually restoring services within 15-30 minutes. Most connectivity issues are often local rather than server-related.

Steps to Troubleshoot Connectivity Issues

Refresh the Page:

• Press F5 or CTRL + R to refresh the page.

If the Page Displays an Error:

• Copy and paste the error message.
• Send the error message to support@naturaesoft.com.
• Attempt to reaccess the service through the main login at: https://secure.naturaesoft.com/login_practice.asp.
• Await a response from NaturaeSoft or proceed to the next troubleshooting step.

If the Page is Just Spinning or Indicates It Cannot Connect:

• Try accessing the alternative URLs:
  • https://secure.naturaesoft.com
  • https://officepro.naturaesoft.com

If You Still Cannot Connect:

• Check Your Internet Connectivity:
  • Open a new browser tab and search for something on Google or visit a different website.
• If you can access other sites but cannot connect to NaturaeSoft, proceed to the next step.

Check NaturaeSoft Server Status:

• Visit contact support to confirm whether there is a wider outage.
• If the status page indicates that our services are down:
  • Please be patient; our engineers are actively diagnosing the issue.
  • Refer back to the server status page or the login page to check for updates.

If NaturaeSoft Servers Are Up:

• Restart Your Browser:
  • This can help clear any bad cookies or cache issues.

If You Still Cannot Connect:

• Restart Your Router:
  • This can resolve issues related to connectivity blocks due to throughput or outdated firmware.

If You Still Cannot Connect:

• Escalate to NaturaeSoft Support:
  • If none of the above steps have resolved the issue, please escalate your concerns to NaturaeSoft support.
• Run a Traceroute:
  • Perform a traceroute to NaturaeSoft servers by following this link: run a traceroute to the OfficePro address and send support the output.

Conclusion

By following these steps, you can systematically troubleshoot connectivity issues with NaturaeSoft services. If problems persist, please reach out to our support team for further assistance. Thank you for your patience and understanding.

Online scheduling lets patients book themselves in from your website. It takes two settings that people routinely mistake for one, so do both before you tell anyone the feature is live.

The two switches

Online Scheduling Enabled on the ApptPro Admin page turns the feature on for the practice. That alone books nothing.

Each appointment type then has its own Offer Online toggle. Only types you switch on there can be booked, and until at least one is on, the booking page loads and offers a patient nothing at all.

This is the most common way online scheduling appears broken, and it is silent - there is no warning that the practice switch is on with nothing behind it. Turn on the types in the same sitting as the practice switch.

Choosing what to offer

The visit type list shows each type with its Duration: and Estimated Price:, which is what a patient is committing to. Check both read sensibly before offering a type - a wrong duration books the wrong amount of your day, every time.

Give every offered type an online description. It is the only explanation a patient gets of what they are booking, and a type offered without one is a slot with no context.

Start with two or three straightforward types. New patient appointments, anything needing triage, and anything expensive are better booked by a person, at least at first.

Portal features

Under Portal Features you choose what else patients can do - Ask the Doctor, Documents, History, Products, Providers, Uploads. Each is independent of scheduling.

Turn on only what you will actually service. Ask the Doctor in particular creates messages somebody has to answer, and an unanswered patient message is worse than a feature you never offered.

Terms and disclaimer

Portal Disclaimer and Terms and Portal Terms and Conditions for Patients are what patients agree to. Write them before you go live, and have whoever advises you on such things read them - this is the one part of the setup that is not easily undone after patients have accepted it.

Appearance

Portal Style carries Main Colors and an Accent, a Header Font and Content Font, a Header Image and the Dimensions it embeds at. Match your website closely enough that a patient does not think they have been sent somewhere else.

Before you publish the link

• Test your Portal URL and check Portal Location points where you expect.
• Book a real appointment yourself, on a phone, and confirm it lands on the right provider's schedule at the right length.
• Check the times offered are ones you actually want booked.
• Cancel your test booking.

Use Save your portal settings as you go.

We turned scheduling on and patients still cannot book. Why?

Because there are two switches. Online Scheduling Enabled turns it on for the practice; each appointment type also needs Offer Online. With no type switched on, the page loads and offers nothing.

Can we offer some appointment types and not others?

Yes, and you should. Offer the straightforward ones and keep new patients, triage and anything expensive with a person.

Can a patient book with a specific practitioner?

Yes - send a Provider Link. A General Link lets them choose.

Can we send a link that books one exact appointment type?

Yes, that is what Visit Type Links are for, and they are the most useful kind - the patient cannot pick the wrong thing.

Do we need a web developer?

Not for a link - Copy link works in an email or a text. For a button on your website, Copy the button code gives your web person the HTML.

Can the booking page live on our own site?

Yes. Embed the Portal with the Portal Include Code keeps patients on your domain. Check it on a phone.

What else can patients do in the portal?

Whatever you switch on under Portal Features - Ask the Doctor, Documents, History, Products, Providers, Uploads. Each is independent of scheduling.

Should we turn on Ask the Doctor?

Only if somebody owns answering it. It generates real patient messages, and an unanswered one is worse than not offering it.

Why does a patient see no available times?

The type is offered but nothing fits - no open hours, a full schedule, or an appointment duration longer than any gap you have.

Can we control what a patient sees about an appointment?

Yes. Each type carries an online description, plus its Duration: and Estimated Price:. Fill the description in - without it, patients are guessing.

Can we make the portal match our website?

Yes - Portal Style covers Main Colors, an Accent, Header Font and Content Font, a Header Image and the embed Dimensions.

Do patients have to accept terms?

They see your Portal Disclaimer and Terms and Portal Terms and Conditions for Patients. Write these before going live.

How do we test it without a real patient?

Book one yourself from a phone, check it lands on the right schedule at the right length, then cancel it.

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.

Work these in order. The first one accounts for most reports and looks identical to a broken feature.

1. No visit type is offered online

Online Scheduling Enabled turns the feature on for the practice. It does not make any appointment bookable - each type needs its own Offer Online toggle. With the practice switch on and no type switched on, the booking page loads and offers nothing.

This is genuinely common: of the practices with online scheduling switched on and appointment types set up, a substantial minority have no type offered online at all - including one with more than thirty active types and none of them bookable.

Open the visit type list and confirm at least one shows Offer Online switched on.

2. No appointments are available

The types are offered but nothing is bookable. Patients see an empty calendar, which reads as broken.

• Check the provider has hours that are open to booking.
• Check the schedule is not simply full for the period the patient looked at.
• Check the appointment's duration fits the gaps you actually have - a 90-minute type will find nothing in a day of 30-minute slots.

3. The link is wrong or out of date

Use Test the Button and Test your Portal URL. A link published before a website rebuild, or pointing at a visit type you no longer offer online, fails in a way patients never report - they just stop.

4. It works for you and not for them

Test as a patient would: a phone, on mobile data rather than your clinic wifi, in a private window. Most "it does not work" reports are an embed that has not been checked on a small screen.

The wrong appointments are being booked

Usually the offered types rather than the booking system:

• A type offered online that should be booked by a person - new patients, anything needing triage.
• A missing or unclear online description, so patients guess. Three types across all practices are currently offered with no description at all.
• A duration or Estimated Price: that does not match reality, so patients book expecting something else.

Narrow what you offer rather than accepting bookings you have to move.

A patient booked with the wrong provider

A General Link lets them choose. If you want them with a particular practitioner, send a Provider Link instead - and check which link is on the page they actually used.

Portal messages are going unanswered

Ask the Doctor creates messages somebody has to answer. If nobody owns that, switch the feature off rather than leaving patients writing into silence - an unanswered message damages more than a missing feature.

The portal looks wrong on our site

Check the Dimensions under Portal Style, and check it on a phone. Colours and fonts are there too, so it can be made to match your site rather than sitting awkwardly inside it.

What to have ready for support

The exact link the patient used, what they saw, the device and browser, and whether any visit type shows Offer Online switched on. That last one resolves it more often than anything else.

Welcome to ApptPro, the secure and easy-to-use telehealth platform built into your NaturaeSoft OfficePro system. If you’re joining an online session and your microphone or speakers aren’t working, it’s often due to permission settings in your browser. Follow the steps below to make sure your provider can see and hear you clearly.

Why Permissions Matter

ApptPro uses Whereby to power your video calls. When you enter a meeting room for the first time, your browser will ask for access to your microphone and speakers. If access is not granted, you may not be heard or hear others during the session.

✅ How to Allow Mic & Speaker Access by Browser

Google Chrome

• Join your ApptPro meeting room link.
• When prompted, click Allow to grant microphone access.
• If you missed the prompt:
  • Click the lock icon in the address bar (next to the URL).
• Set Microphone and Sound to Allow.
• Refresh the page.

Mozilla Firefox

• Join the meeting room.
• A pop-up will appear asking for microphone permissions. Choose your desired device and click Allow.
• If not:
  • Click the lock icon in the address bar.
• Under “Permissions,” ensure microphone and autoplay sound are allowed.
• Refresh your browser.

Microsoft Edge

• Open the meeting link.
• A permission box will appear; click Allow.
• If not:
  • Click the lock icon next to the URL.
• Change the Microphone setting to Allow.
• Refresh the page.

Safari (Mac Only)

• Before entering the room, go to Safari > Preferences > Websites.
• Under Camera and Microphone, set the setting for your ApptPro domain to Allow.
• Refresh your browser and rejoin the room.

Changing Devices Mid-Call

If you need to switch to a different mic or speaker during a session:

• Click the room name at the top of the video call window.
• Go to the Device tab.
• Select your preferred microphone and speaker from the dropdown menus.

Tips if You Still Have Issues

• Restart your browser and try joining the meeting again.
• Ensure your device isn’t muted or set to a different output (like headphones).
• Close other apps that may be using your microphone (Zoom, Skype, etc.).
• Try a different browser, such as Chrome or Firefox.

Still Not Working?

If you've followed the steps above and still can’t connect your mic or hear sound, please contact NaturaeSoft Support at support@naturaesoft.com or through your OfficePro support chat.

BillPro submits your claims electronically and brings the payers' remittances back in. Both halves are enrolments handled through a clearinghouse, and neither happens the day you ask for it - so start earlier than feels necessary.

How it fits together

OfficePro builds the claim, the clearinghouse delivers it to the payer, and the payer sends back an electronic remittance advice - an ERA - saying what it paid and what it did not. The BillPro Account Center describes this as BillPro - Electronic Claims Submission, Powered by ClaimMD.

Enrol each tax ID

Enrolment is per business entity, not per practice. BillPro Enrolled Businesses : lists your Enrolled Entities with an Account #, Group and TaxID.

If you bill under more than one tax ID - a second location, a separate professional corporation - each needs its own enrolment. Claims for an unenrolled tax ID have nowhere to go.

Enrol for ERAs separately

This is the step people miss. Being able to send claims does not mean you will receive remittances. ERA enrolment is a separate agreement with each payer, and the big payers are the slow ones - allow weeks, not days.

Until a payer's ERA enrolment completes, its payments arrive as paper cheques and have to be posted by hand. That is workable, but it is not what you are paying for, so track which payers are done.

Enrolment forms are generated from OfficePro - the Claim Enrollment Link under Connecting to ClaimMD produces the link to complete.

Check your billing details before the first claim

These appear on every claim and a mistake in them rejects everything at once rather than one claim at a time:

• The billing entity's name, pay-to address and group NPI.
• The tax ID, which must match the enrolment exactly.
• Each provider's individual NPI and taxonomy.
• Payer IDs for the insurers you actually bill.

Send one real claim to one payer and follow it all the way to an ERA before you switch the practice over. A test of the whole path is worth more than checking each setting twice.

Where you will work day to day

The BillPro Billing Center is the hub. From there:

• Check ERAs pulls in new remittances - the number beside it is how many are waiting.
• Process Payer Payment posts a payment that did not arrive as an ERA.
• BillPro Account Settings is enrolment and entity details.
• BillPro Processing Reports is what the clearinghouse sent back about your submissions.
• Manual Cases, with Show Complete and Show Incomplete, is for claims built by hand rather than from a visit.

Every adjustment on an ERA carries a reason code - a group such as CO or PR, and a number. CO-45 is the usual contractual adjustment; CO-29 means the time limit for filing has expired; CO-129 means the payer thinks the prior processing information is wrong.

By default, when you process an ERA, every adjustment except patient responsibility (PR) is written off as an insurance adjustment. That is right for a contractual adjustment. It is wrong for a denial you intend to fight: the write-off makes the charge disappear from the books, and nobody is prompted to look at it.

Reason code rules let you decide, code by code and payer by payer, what happens instead. With no rules at all, ERAs post exactly as they always have.

Open the settings

1. Open BillPro - the BillPro Billing Center, the ERA list, or any of the main BillPro pages.
2. Click Settings in the left-hand column. The BillPro Settings window opens.

The Settings button is only shown to users with administrator access.

Choose who is told

Under Billing message user, pick the person who works your denials and click Save. Alerts sent to the billing user are assigned to them. If you leave it at (Front desk - shared list), those alerts go to the shared front-desk messages instead - they are never discarded, but they are easier to miss.

What a rule can do

For most denials, Hold for review with an Alert is the combination you want: the money stays owed, and someone is told why. Skip line is a much bigger step - it refuses the payment on that line as well as the adjustment - so use it only when you are sure.

Add a rule

1. Look at Reason codes seen on your ERAs at the bottom. It lists every code your payers have actually used, with Times posted, Total and Last seen. Click a code to fill it into Add a rule - or type the Code yourself.
2. Choose the Group: Any, or one of CO, OA, PI, PR, CR.
3. Choose the Payer: All payers (practice default), or one insurance company.
4. Set Post, Alert and Skip line, and add a Note saying why - the next person to read the list will want to know.
5. Click Add rule.

The rule appears under Reason code rules. A held code shows Held in the Post column. To change a rule, click Remove and add it again; once removed, that code posts normally again.

Which rule wins

When more than one rule could apply, the most specific one is used, in this order:

1. this payer and this group
2. this payer, any group
3. all payers, this group
4. all payers, any group

The winning rule is used whole. A payer rule that only sets an alert does not inherit Hold for review from the practice default - set every column on it the way you want it.

Rules you cannot change

• Codes 18 and 155 are duplicate-claim codes. They are system rules, marked with a key and showing system instead of Remove. They stop a re-sent claim from paying the same visit twice.
• A PR rule cannot skip the line. PR is the patient's share - a deductible or coinsurance notice - and skipping it would refuse the insurance payment on that line too. Use Alert instead.

What happens to a held line

• The adjustment is not posted, so the visit balance still includes the amount.
• The claim history records the adjustment marked [HELD - not posted].
• If the rule alerts, one message is raised per patient per reason code on that ERA, saying the amount was held and needs to be posted or written off by hand. Processing the same ERA again updates that message rather than adding another, and does not reopen one somebody has already completed.

Work held amounts promptly. Until someone posts or writes them off, they are part of what the patient appears to owe, and can reach a patient statement.

Rules act when an ERA is processed. Adding a rule does not change adjustments that have already posted. But ReProcess on an older ERA afterwards applies the new rule - it will reverse those adjustments, raise the balances on those visits, and may put the amounts on patient statements. Check before reprocessing anything old.

For posting ERAs day to day, see Receiving and Posting ERAs.

Does Accepted mean we have been paid?

No. It means the payer took the claim in for processing. Payment is a separate event, and an accepted claim can still be denied. Claim Balance is what tells you where the money stands.

What does Processing cover?

Everything that is neither accepted nor rejected - including claims that have never been sent. If something has been in Processing for weeks, check first that it was actually submitted.

Why does a claim disappear from the aged views?

Those views only list claims with a balance outstanding, so a claim paid in full drops out. Clear the age filter or search for it directly.

Is the claim age counted from the visit?

No, from the date the claim was submitted. A claim sent late looks young even when the date of service is months old.

What is the difference between enrolling for claims and enrolling for ERAs?

Sending claims and receiving remittances are separate agreements, and ERA enrolment is per payer. You can be submitting successfully for months and still get paper cheques from a payer whose ERA enrolment has not completed.

Do we need to enrol each tax ID separately?

Yes. Enrolment is per business entity - each appears under Enrolled Entities with its own Account # and TaxID. Claims for an unenrolled tax ID have nowhere to go.

How often should we check for ERAs?

Pick a regular day. Remittances wait until you fetch them, and unposted ERAs make every patient balance wrong in the meantime.

What if the ERA total does not match the deposit?

Stop and look before posting. Usually a second remittance belongs to the same cheque. The Check Number on each ERA is what ties them together.

Can we post an ERA twice by accident?

Processed remittances move to PROCESSED ERAs with a Processed On date, so you can see what has been done. ReProcess exists for fixing a posting that went wrong - it is not part of the routine.

The insurer paid less than we billed. Is that a rejection?

Usually not. Contractual adjustments are the difference between your fee and the contracted rate, and they show under Adjustments / Discounts. What remains after the payment and the adjustment is the patient's or the secondary insurer's.

How do we bill the secondary insurer?

Create SECONDARY Claim Document on the claim. It carries the primary's payment and adjustments across, which is what the secondary payer needs.

A patient's details were wrong. Do we fix the claim or the patient?

The patient. Then Re-Create Claim Document so the claim is rebuilt from the corrected record. Fixing only the claim leaves the next one to reject the same way.

Every claim to one payer is rejecting. What now?

Treat it as one problem, not many. A whole payer rejecting points at enrolment or the payer ID rather than the individual claims.

What are Manual Cases?

Claims built by hand rather than generated from a visit, listed under Manual Cases with Show Complete and Show Incomplete.

Where do we see what the clearinghouse said about a submission?

BillPro Processing Reports in the billing centre - that is the clearinghouse's response to your batches, as distinct from the payer's response to a claim.

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!

Start on the claims list and set the status filter, which has three values: Processing, Rejected and Accepted. Every claim is in exactly one of them, so between the three you are seeing your whole book.

What the three actually mean

• Accepted - the payer took the claim in. It does not mean paid. A claim can sit accepted for weeks and then pay nothing.
• Rejected - it came back. There will be a reason; see below.
• Processing - anything else, including claims that have not been sent yet. This is the bucket that hides problems, because "not sent at all" and "sent and awaiting a response" look the same here.

A claim was rejected

Open it. The rejection text is recorded on the claim, and it is specific - a payer will name the field it did not like. Read it before changing anything, because most rejections are one wrong value rather than a broken claim.

The usual causes, roughly in order:

• Patient identifiers - name, date of birth or member ID not matching the payer's record. A middle initial or a maiden name is enough.
• Coverage - the policy was not active on the date of service.
• Missing prior authorisation - add it under Other Fields.
• Diagnosis and service mismatch - the codes do not support each other.
• Provider details - NPI or taxonomy wrong for that payer.

Correct the underlying record rather than the claim where you can - a wrong member ID will reject the next claim too. Then use Re-Create Claim Document so the claim is rebuilt from the corrected data, and send it again.

If every claim to one payer rejects the same way, stop fixing them one at a time. That is an enrolment or a payer ID problem, and it will keep happening.

A claim has been Processing for weeks

First check whether it was actually sent. A claim that was created and never submitted sits in Processing indefinitely and no one is waiting on it but you.

Then use the age filter. Current is the first 30 days since submission; the older buckets are where genuine problems live. Anything past 30 days with a balance deserves a call to the payer - quote the claim and, if you have one, the ERA ID.

Note the age is counted from the date the claim was sent, not the date of service. A claim submitted late looks young here even when the visit is months old.

A claim's history says Late import of an earlier ClaimMD response

Some replies from ClaimMD to claims sent from BillPro reached BillPro late, most of them for claims sent between late June and early October. They have been added to each claim's History. A note that begins Late import of an earlier ClaimMD response: is one of them. ClaimMD sent it earlier than the date shown beside it, which is the day it reached BillPro.

Read it like any other reply. If it is a rejection, the claim still needs correcting and sending again. A claim that was still Processing and had been sent once now shows the status from that reply. A claim that has been sent again since, was marked Sent Manually, or already showed a result keeps its status, because the late reply may answer an earlier send.

I cannot find a claim in any aged view

The aged views only show claims with a balance outstanding. A claim paid in full drops out of all of them - so a claim that seems to have vanished has usually been settled.

Clear the age filter, or search for it directly, before concluding anything is missing.

The claims list is empty

No records found nearly always means the filters, not the data. Status, age range and date range all apply at once, and Current plus a narrow date range excludes most of a practice's claims. Use Clear and start again with one filter.

The insurer paid but the claim still shows a balance

• Check the ERA was posted. Money that arrived is not applied until the remittance is processed.
• Look at Adjustments / Discounts - a contractual write-off may not have been taken.
• The remainder may legitimately be the patient's, or the secondary insurer's.

Judge the claim by Claim Balance on the claim itself. It is calculated from the services and the payments actually recorded, and it is what the aged views use.

Nothing arrives when I check for ERAs

Almost always ERA enrolment for that payer has not completed. Sending claims and receiving remittances are separate enrolments, and payers can take weeks over the second one. Until it is live, that payer's payments arrive on paper and are posted with Process Payer Payment.

What to have ready before contacting support

The claim, the payer, the date of service, the rejection text as written, and the ERA ID if a remittance is involved. The rejection text is the part that shortens the conversation most - a paraphrase usually loses the field name that identifies the cause.

ChartPro is set up once and then largely left alone. The work is deciding what your chart notes should contain and in what order, which is done from ChartPro Administration.

How a note is put together

Three things stack up:

• A section is one of the five parts of a note: Subjective, Objective, Assessment, Plan and TxPlan. These are fixed.
• A segment is a block within a section - History of Present Illness, Past Medical History, Review of Systems. This is where practices differ, and it is what you configure.
• A form is the structured questionnaire a segment can carry, where free text is not enough.

The Sections panel shows the five tabs with their segments beneath. Each segment has a short code and a number setting its position, and an Edit to open it. Add a Segment to this section adds a new one.

Setting up a segment

Edit Segment Details holds the name and description. Two settings matter more than they look:

• Include a Form attaches a structured form to the segment. A form that is not attached to any segment never appears anywhere. The warning box at the top of ChartPro Administration lists every form currently in that position - worth reading, because a form built and never attached looks from the outside exactly like a feature that does not work.
• Intake Filtering shows a segment only for the patients it applies to, by Gender and Life Stage. Used well this keeps notes short; used carelessly it hides a segment from people who needed it, so set it only where the segment is genuinely irrelevant to everyone else.

Add to Templates puts the segment into your visit templates.

The other admin areas

• Visit Templates - which segments appear for which kind of visit. A new patient intake and a ten-minute follow-up should not present the same note, and this is where that is decided. It is the setting that saves the most time day to day.
• Systems / Symptoms - the vocabulary behind the Review of Systems.
• Conditions - the condition list used in assessments.
• ChartPro Logs - a record of chart activity, for when you need to establish who changed what and when.

Getting started

Do not redesign everything before seeing patients. The supplied sections and segments are a working note for most practices.

1. Chart a handful of real visits with what you are given.
2. Note what you keep skipping and what you keep typing by hand.
3. Remove the first, add the second.
4. Set up Visit Templates once the note settles.

A note designed in the abstract is almost always longer than the one you end up wanting.

Practices giving IV therapy

The IV form is attached in exactly this way, and it is a common reason the IV panel appears to be missing. Enabling IV therapy in ProductPro settings is only the first step - the form still has to be attached to a segment here. See Setting Up IV Therapy Products.

ChartPro AI listens to a consultation and drafts the chart note from it. The provider then reads the draft and decides whether it goes into the record.

There is nothing to install and no switch to turn on - it is available to every ChartPro practice, and it is marked BETA on screen. What there is to do is decide how your practice will use it, before a provider uses it in front of a patient.

Decide about consent first

This records a conversation with a patient. What you must tell them, and whether you need their agreement, depends on where you practise and is not something this article can answer for you. Settle it with whoever advises you on such matters, write down what your providers should say, and do that before the first recording - not after a patient asks what the phone on the desk is doing.

The draft is a draft

The note is generated from a transcript of a spoken conversation. It can mishear, and it can be confidently wrong about a number or a name. The provider signing the note owns everything in it, exactly as if they had typed it.

Make that explicit when you introduce it. The failure worth guarding against is not a bad draft - it is a good-looking draft accepted without being read.

Start with a few willing providers

It suits some consultations far better than others. A structured follow-up transcribes well; a long, discursive intake with three people in the room is harder. Let a couple of providers try it on their own patients for a fortnight and report back before you roll it out.

Watch the usage counter

The Auto Chart button shows each provider's use for the current calendar month against 40 - as a badge on the button and a bar on the recorder. It turns amber as it approaches and changes again past it.

Going over does not stop anything. The counter is an indicator, not a gate: dictation keeps working. It is there so a provider can see their own pace, and so you can see who has actually adopted it.

Review what it is writing

Review past ChartPro AI encounters opens ChartPro AI - Encounter Review, which lists every encounter with its Date, Encounter # and Note Quality, and shows both the Transcript and the ChartPro AI Note side by side.

Look through it a few times in the first month. Reading a transcript against the note it produced is the fastest way to calibrate how much your providers should trust it, and it is the only place you can see that.

Ask your providers to rate notes

Every note can be rated, and almost none are - across all practices using it, a handful of ratings against hundreds of encounters. A rating on a note that came out wrong is worth far more than one on a note that came out fine, so ask specifically for those.

A protocol is a reusable formulation - a diluent, a set of components and their doses - that can be applied to a bag in one click. Protocols are built once and then used every day, so they carry a deliberate safeguard: a protocol cannot be made active until a prescriber signs it.

Open the protocol library:

• In OfficePro, open ChartPro admin.
• Click IV Protocols.

Import a protocol: use Import IV Protocols to copy a published formulation into the practice. Importing also creates any component products and service codes the practice does not already have, and never overwrites something you have already set up. An imported protocol arrives inactive and is not chartable yet.

Map every component to a product: open the protocol and check each row has a product selected. A row left unmapped is shown highlighted and marked bills nothing, moves no stock - it will still appear in the note as documentation, but it produces no charge and no inventory movement.

Sign the formulation: at the top of the protocol is a Prescriber sign-off panel. A provider reads the statement, ticks the box and clicks Sign this formulation. Until that happens, the Active field offers only No - not chartable and shows needs sign-off.

• Only a user account linked to an active provider record can sign. Other staff can build and edit a protocol, but the panel tells them they cannot sign it.
• The signature records the provider's name, credential, licence and NPI as they were on the day of signing, along with the exact wording agreed to.

What withdraws a signature: the signature covers the formulation - the components, their doses and the diluent. Changing any of those withdraws it, and the protocol is deactivated on save with a message saying why. It has to be reviewed and signed again.

Renaming a protocol, editing its description, reordering the rows or changing its notes does not void the signature. This is intentional: the sign-off is about what goes into the patient, not about the paperwork around it.

Where library protocols come from: protocols supplied with the software are proposals, not recommendations. Only formulations with a named clinical author can be published to practices, and adopting one is a clinical decision made by the prescriber who signs it. Review the components and doses against your own standards before signing - do not assume a supplied number is correct for your patients.

Building one from scratch: click + Add component to add rows, set the diluent and its volume, and watch the Preview panel update the osmolarity and total volume as you type. A protocol you author yourself follows exactly the same sign-off rule.

Before anyone can chart an IV treatment, the practice has to switch the module on and describe every substance that can go into a bag. This is a one-time setup, done by an administrator.

Turn on the IV module:

• Open ProductPro settings.
• Tick Enable IV therapy charting for this practice.
• This adds the IV Protocols button to ChartPro admin and lets the IV Therapy panel appear on an encounter. Leave it off for practices that do not give IVs; nothing else in OfficePro changes.

Mark a product as an IV component: every diluent, additive and flush is an ordinary ProductPro product with extra IV details. Open the product, then tick Use in IV admixtures to reveal the IV fields.

• Role - Diluent (the carrier bag), Additive (goes into the bag), or Flush.
• Strength and Container volume - the strength of one vial, amp or bag and how many mL it holds. Together these convert a dose into a volume, work out how many whole containers must be opened, and record the wastage.
• Osmolarity per mL - for additives and concentrates.
• Osmolarity of the bag - for ready-to-hang diluents, as supplied. Normal saline is 308 mOsm/L, D5W is 252, lactated Ringer's is 273.
• Billing service and One billing unit = - the service code the component charges as, and how much of it makes one billable unit. See the note on billing below.
• Default dose, Max dose per bag, Max push rate, pH range and Compatibility notes - optional. The dose and rate ceilings drive warnings in the builder; the notes are shown to whoever is compounding.

Why osmolarity data matters more than it looks: osmolarity is the number that decides whether a bag can safely go through a peripheral line. The builder adds up what you have told it and bands the result:

• Under 500 mOsm/L - within the range routinely given peripherally.
• 500 to 900 mOsm/L - peripheral with caution: large vein, slower rate.
• Above 900 mOsm/L - central access indicated.

A component with no osmolarity figure still charts normally, but it contributes nothing to that total. The bag is then marked osmolarity incomplete and the number shown is a lower bound, not the real value. A blank field is treated as unknown rather than as zero, deliberately - but it does mean an incompletely configured catalogue produces a safety figure that reads lower than the truth. Fill these in before the first patient.

Billing: IV components reach the encounter as services, not products. A service line can carry a HCPCS or J-code and reach an insurance claim; a product line cannot. Set Billing service on every component the practice charges for, and One billing unit = so a dose converts to the right number of units. Cash-only practices can still price components this way. Components with no billing service are documented in the note and moved in inventory, but never billed.

Check your work: from ChartPro admin open IV Protocols, then Product setup. That worksheet lists every IV component with its osmolarity, container volume and billing code, and highlights what is still missing.

Acupuncture is an optional ChartPro module. Switching it on takes three steps: enable it for the practice, import the point catalog, and attach the form to a note segment.

Enable the module

1. Open ProductPro and go to Settings.
2. Tick the Acupuncture checkbox and save.

The Acupuncture button appears on the ChartPro admin page once the setting is on. Until then the module is invisible, even though every practice has the tables.

Import the point catalog

1. In OfficePro, open the Tools menu and choose ChartPro.
2. Click Acupuncture, then Import catalog.
3. Click Import the standard catalog.

The import brings in the channels, the classical points and the safety cautions, and reports what it did in a single line, for example “409 points imported, 409 with identification, 177 with safety data”.

The import never overwrites a point your practice has edited. Run it again after an update and your own changes are left alone, while anything new is added.

What gets imported, and what does not

Check the billing codes

Acupuncture bills on 97810, 97811, 97813 and 97814, and dry needling on 20560 and 20561. Most practices already carry the first four from the standard service catalog, and the module reuses whatever is already there rather than creating duplicates — your prices, modifiers and titles are kept exactly as you have them.

Open Service Codes and confirm the prices are what you intend to charge before anybody posts a treatment.

Attach the form to a note segment

1. In ChartPro admin, open Segments and edit the segment you want the panel to appear on.
2. Under Include a Form, choose Acupuncture from the Plan group and save.

Open an encounter on that segment and the acupuncture panel appears in the sidebar.

A protocol is a saved point prescription with its billing lines attached. Applying one is usually most of the charting for a visit.

Build a protocol

1. In ChartPro admin, click Acupuncture, then Protocols.
2. Click New protocol and give it a name — practices usually name them after the pattern they treat, such as Liver Qi Stagnation.
3. Add points, and set the side and technique you normally use for each.
4. Add the billing lines the treatment should suggest.
5. Tick Active when it is ready to use.

A protocol is a copy, not a link. Applying it takes a snapshot of the points and prices as they are at that moment, so editing the protocol later never changes a treatment that has already been charted.

Traditions

Each protocol carries a Tradition — TCM, Japanese meridian therapy, Five Element, Tung’s points, Balance method, auricular, or Western and dry needling. It is a label, not a restriction: it tells your practitioners which school a prescription comes from so they are not offered point combinations that do not match how they were trained.

The tradition on the protocol is copied onto the treatment when it is applied, and appears in the note.

Both an e-stim and a non-e-stim billing line

You can safely put both a 97810 line and a 97813 line on the same protocol. You do not have to know in advance whether electrical stimulation will be used: only one of them can ever earn a unit, and the other is switched off automatically with a note saying why. Neither ends up on a claim by accident.

A point that has been retired

If a point is deactivated in the catalog after a protocol was built, applying that protocol adds everything else and tells you which point was skipped, by name. Either reinstate the point in Point catalog or edit the protocol.

Applying the same protocol twice

Nothing is duplicated. Points already on the treatment at the same side are reported as already charted rather than added again, and the billing lines are not repeated.

Access the ChartPro Admin Page:

• Navigate to the Tools menu in OfficePro.
• Select ChartPro from the dropdown options to open the ChartPro admin page.

View Existing Segments:

• On the ChartPro admin page, you will see tabs for each section of the chart note (e.g., Subjective, Objective, Assessment, Plan).
• Under each section tab, a list of segments will be displayed, with their sort order value shown in parentheses next to the Edit button.

Add a New Segment:

• Scroll to the bottom of the accordion menu within the section where you want to add a new segment.
• Click on “Add Segment to this Section”.

Configure the New Segment: When adding a segment, you will need to fill in the following fields:

• Section: Choose the section under which this segment will reside (e.g., Subjective).
• Segment Abbreviation: Provide a short name for this segment (e.g., HPI for History of Present Illness).
• Segment Title: Enter the full title for the segment (e.g., History of Present Illness).
• Segment Description: Use this field to describe the purpose or use of the segment for the provider's reference.
• Segment Hints: Include any helpful hints or tips for the provider to assist with charting within this segment.
• Provider Specific: Select whether this segment will be assigned to a specific provider or if it will be available to all providers in your practice.

Save Changes:

• After filling out the necessary fields, ensure you save your changes to add the segment to the specified section.

Adjusting Segment Order

• If you need to change the order of segments within a section, you can do so by editing the sort order value next to each segment. This allows you to customize the order in which segments appear in the ChartPro interface.

Conclusion

This process allows you to customize the charting experience in OfficePro by managing segments within the ChartPro admin page. Tailoring the segments to fit your practice's specific needs can enhance the efficiency and effectiveness of your documentation.

What does it actually do?

It records the consultation, transcribes it, and drafts a chart note from the transcript. You read the draft and decide whether to keep it.

Do we have to turn it on?

No. It is there for every ChartPro practice, marked BETA, and there is no per-practice switch. What you do need is a decision about how your providers will use it.

Is the note automatically added to the chart?

No. Nothing is written until you accept the draft in AI Note Preview. Cancel discards it.

Who is responsible for what it writes?

The provider who accepts and signs it, exactly as with a typed note. Read the draft before accepting it - a draft that reads well is not the same as a draft that is right.

Do we need to tell patients?

You are recording a conversation with them, so treat that as you would any recording. What is required varies by where you practise - settle it with whoever advises you, and agree the words your providers will use before the first recording.

What is the 40 on the button?

Your notes for the current calendar month, per provider, shown against 40. The bar changes as you approach and pass it.

What happens if we go over?

Nothing stops. It is an indicator, not a cap - dictation keeps working and the count resets next month.

Can we see what it wrote before?

Yes. Review past ChartPro AI encounters opens ChartPro AI - Encounter Review, which lists them by Date and Encounter # and shows the Transcript beside the ChartPro AI Note.

How do we tell whether it misheard or invented something?

Read the transcript next to the note. If the transcript is wrong it is a recording problem; if the transcript is right and the note is not, report it.

How do we get better results?

Microphone nearer the patient, numbers and doses said clearly and in full, medicine names not abbreviated, the plan stated aloud at the end, and less background noise.

Does rating a note do anything?

Yes, and hardly anyone does it - a handful of ratings against hundreds of encounters. Rate the notes that came out badly and say why in the Comments; those are the ones worth reporting.

Can we re-record?

Yes - Go back and re-record from the preview, before you accept anything.

It says no note was generated. Is it broken?

Usually the audio had nothing usable in it. Check the transcript on the review screen first - that separates a microphone problem from an AI one.

Which appointments suit it?

Structured consultations transcribe well. A long discursive intake with several people in the room is harder. Try it on your own patients for a fortnight before deciding.

Do IV components bill as products or as services?

As services. A service line can carry a HCPCS or J-code and reach an insurance claim; a product line cannot. Each billable component becomes its own service line with its code and unit count, which is what makes IV therapy billable for practices that submit claims. Cash practices can price components the same way.

Does the stock still come down if a component is billed?

Yes. Stock is decremented for every component mapped to a product, whether or not it is billed. Components with no billing code are documented and moved in inventory but never charged.

What is the difference between osmolarity, osmolality and tonicity?

Osmolarity is milliosmoles per litre of solution. It is calculated from what was added, and it is what this module reports, because it is the figure that decides peripheral versus central access. Osmolality is milliosmoles per kilogram of solvent and is measured with an osmometer - it cannot be derived from a compounding record, so the module never claims to produce it. Tonicity is the effective osmolarity, counting only solutes that stay outside the cell. The bands shown are osmolarity bands and are labelled as such: a bag at 280 mOsm/L is not therefore isotonic, because dextrose counts fully toward osmolarity and is then metabolised.

Why is my bag showing "osmolarity incomplete"?

At least one component has no osmolarity recorded on its product. That component contributes nothing to the total, so the figure shown is a lower bound rather than the real value. A blank field means unknown and is never treated as zero.

Who is allowed to sign a protocol?

Only a user account linked to an active provider record. Any staff member with ChartPro access can build and edit a protocol; only a prescriber can authorise it for use.

Why did my protocol deactivate itself?

A component or a dose changed, which withdraws the prescriber's signature. Review the formulation and sign it again. Renaming, reordering or editing the description does not do this.

Where do the supplied protocols come from, and are they recommendations?

They are proposals, not recommendations. A protocol supplied with the software is a starting point for review; only formulations with a named clinical author can be published, and NaturaeSoft does not represent that any dose is appropriate for your patients. The components and doses on a protocol your practice uses are the clinical responsibility of the prescriber who signs it. Review them against your own standards before adopting anything.

Can I change a protocol for one patient without changing it for everyone?

Yes. Applying a protocol copies it onto that bag; anything you then change affects only that treatment. The protocol itself is untouched.

What is a beyond-use date, and how is it different from an expiration date?

An expiration date is the manufacturer's date on a vial or bag as supplied, and is recorded per lot. A beyond-use date is how long the compounded admixture stays usable once it has been prepared. A compounded bag has a beyond-use date, never an expiration date.

Will enabling the IV module change anything for practices that do not use it?

No. It is off by default and everything IV-related stays hidden until it is switched on in ProductPro settings.

Which time do I bill on?

Hands-on contact time, never retention. Retention is how long the needles were in; contact is time you spent personally with the patient. The software derives retention from the needle times and will not let it reach the units.

How are the units worked out?

On the 8-minute midpoint rule, from contact time only: under 8 minutes is no unit, 8 to 22 minutes is one, 23 to 37 is two, 38 to 52 is three, and so on in 15-minute steps. The first unit is the initial code and the rest go to the additional code.

What decides 97810 against 97813?

Whether electrical stimulation was recorded — either on the treatment as a whole or on any single needle. The panel shows which code was chosen and why.

Can I override the units?

Yes. Set the line’s rule to FIXED and type the units you want. The software stops deriving that line and bills what you tell it.

Does the module track needle stock?

No. Acupuncture charts and bills only; nothing is taken off inventory.

Why can I not see acupuncture points in the product list?

Points are a separate catalog, not products. A point has no cost, vendor, lot or stock level, and putting several hundred of them into the product catalog would clutter every product search, count sheet and reorder report in the system.

Are the safety cautions clinically reviewed?

The cautions that ship with the catalog are drawn from published safety consensus and are marked as provisional pending licensed review. They are shown because having the warnings is better than not having them, but they do not replace your own training and judgement. Your practice can edit any of them.

Does a caution stop me needling a point?

Never. Nothing in the module blocks a point. A contraindication asks you to record a reason before the treatment is billed, and that is all.

Why did my press tack make the count look wrong?

It should not. Tick Retained on that row and it is subtracted from what has to come out. A retained needle only counts as unaccounted for when nobody has said it was left in on purpose.

Can I chart acupuncture and an office visit on the same encounter?

Yes. Posting will point out if the evaluation and management code has no modifier 25, which most payers need when it is billed alongside acupuncture. The module tells you and offers to add it; it will not add one on its own.

Can I bill dry needling as well?

Yes, on 20560 and 20561. Dry needling is counted by muscle groups and never by time — one or two groups is 20560, three or more is 20561. Billing it on the same date as the timed acupuncture codes usually needs a distinct-procedure modifier, and some states restrict who may bill it at all. Check with your biller.

I changed a point in the catalog. Did it change my old notes?

No. Every charted needle keeps its own copy of the point name, channel and maximum depth as they were on the day. Correcting the catalog never rewrites a past encounter.

Problem

I am unable to sign my charts because the Sign and Document Chart Note button is disabled.

Background

Only when you are signed in to the Service as the Provider on record for the visit can you sign the chart. This means that you will not be able to sign the chart if: 

1. You are logged in under another account than your provider account.
2. The visit that you are charting is not assigned a provider, or it is not assigned to you as the provider.
3. Your user account is not really a provider account.

Resolution

1. You are logged in under another account other than your provider account. Check what account you are logged in under
2. The visit that you are charting is not assigned a provider, or it is not assigned to you as the provider. Check the visit's provider is assigned on the Edit Visit page.
3. Your user account is not a provider account. When a provider is activated a corresponding user account is created, this user account is associated with the provider and allows you to sign charts. When you deactivate the provider account the associated user will be deleted.  Deactivating and reactivating the account will recreate a user account that is associated with your provider account.

Further Assistance

If you need more help with this issue please create a ticket contact support through live chat or by emailing Support@NaturaeSoft.com. 

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.

Work through these in order. Most cases are the microphone or the room rather than the AI.

The recorder will not start

The browser has to be allowed to use the microphone, and it asks once per site. If the permission was refused - or dismissed, which counts as refused - the recorder cannot start and will not ask again on its own.

Clear that in the browser's site settings and reload. On a shared machine check you are in the profile you think you are.

There is a companion article on granting microphone access for telehealth sessions; the browser side of it is the same problem.

It recorded, but no note came back

If the review screen shows No AI note was generated for this encounter., the audio arrived and no note came out of it. Usually the recording had nothing usable in it - a microphone pointed at the wrong side of the room, or a session ended before anything was said.

Open the encounter and read the Transcript. That tells you immediately whether the problem was the audio or the note: an empty or garbled transcript is a microphone problem, and a good transcript with no note is one to report.

The note came back wrong or incomplete

Check the transcript first, for the same reason. If the transcript missed what was said, no amount of retrying will fix the note - change how you record:

• Microphone closer to the patient.
• Numbers, doses and units spoken clearly and in full.
• The plan stated out loud before you finish.
• Less background noise.

If the transcript was good and the note was not, that is worth reporting: rate it and say what was wrong in the Comments. That feedback is read, and very little of it comes in.

An error message on the review screen

• AI output could not be parsed. or Could not load the AI note. - the note did not come back in a usable form. Re-record if you still can, and report it with the encounter number.
• No structured sections in this note. - text came back but not divided into the usual sections. It is still readable, just not laid out.
• No ChartPro AI encounters recorded yet. - nothing has been recorded for this practice, or you are looking at a different practice than you think.

The note went onto the wrong visit

The AI is given the visit you started from, so a note started on the wrong visit produces a note about the wrong context. Check the Patient, Visit Type and Date of Service in the preview before accepting it - that is what the header is for.

If one has already been saved to the wrong chart, treat it as you would any misfiled note, and deal with it straight away.

We are over 40 for the month

Nothing happens. The counter is per provider per calendar month and it is an indicator, not a limit - the bar changes appearance and dictation carries on working. It resets at the start of the next month.

The buttons are not there at all

Auto Chart appears for ChartPro practices, on the chart note screen. If it is missing, check you are on a chart note rather than another screen, and that your practice has ChartPro.

What to send support

The Encounter # from the review screen, the date, the provider, and whether the transcript looked right. The encounter number is the one thing that makes an AI problem quick to look into.

Problem

An IV protocol cannot be set to active, a treatment will not post to the encounter, or components are missing from the bill after administering.

Background

Most of these come from one of four things: the protocol has not been signed, a component is not mapped to a product, a component has no billing code, or the module has not been switched on for the practice. Each fails in a different place and each says something different on screen.

Resolution

1. "Saved, but NOT activated" when saving a protocol. The formulation has not been signed. Open the protocol and use the Prescriber sign-off panel. Only a user linked to an active provider record can sign.
2. A protocol that was active is suddenly inactive. A component or a dose was changed, which withdraws the prescriber's signature and deactivates the protocol on save. The message says so at the top of the page. Review the change and sign it again. Renaming or reordering does not do this - only components and doses.
3. "Only a provider can sign a formulation." The signed-in user is not linked to an active provider record. Check the user account's provider link, and that the provider record is still active.
4. A component charts but never bills. Either it has no product mapped, or the mapped product has no Billing service. Unmapped rows are highlighted in the protocol and marked bills nothing, moves no stock. Set the billing code on the product record; use Product setup from the IV Protocols screen to see everything that is missing at once.
5. Units on the bill look wrong. Check One billing unit = on the product. A 500 mg dose against a 100 mg billing unit is 5 units; if that field is blank the count will not match the code.
6. The IV Therapy panel is missing from the sidebar. Either the module is off for the practice - tick Enable IV therapy charting for this practice in ProductPro settings - or the IV segment has not been attached to a section of this note type.
7. The IV Protocols button is missing from ChartPro admin. Same switch. It appears only when the module is enabled and the user has ChartPro access.
8. Administer is blocked or asks for an acknowledgement. The calculated osmolarity indicates central access while peripheral access is selected. Either change the access type or acknowledge it explicitly; the reason is recorded with the treatment.
9. The osmolarity looks too low. If the bag is marked osmolarity incomplete, at least one component has no osmolarity on file and the figure shown is a lower bound, not the real value. Fill in the missing product data rather than relying on the number.
10. Worried about a double charge after clicking Administer twice. Do not attempt to correct it by hand first - check the encounter. Posting is guarded, so a second click, a double submit or a browser refresh does not post again.

If none of these apply, note the exact message on screen and the encounter number and raise a support ticket.

Problem

Posting a treatment is refused, or it posts but fewer charges appear on the encounter than expected.

Background

The module refuses only where the figures are impossible or where somebody needs to take responsibility in writing. Everything else is reported as a warning and left to your judgement.

Resolution

“Hands-on time exceeds the time the needles were in”

You cannot have spent 40 minutes hands-on inside a 25-minute retention window, so one of the two figures is wrong. Check Needles in and Needles out against the contact intervals and correct whichever is mistaken.

“The needle count does not balance”

The treatment has needles that have not been accounted for. Check the patient first. If the count is right — a tack left in deliberately, for instance — type a short reason when asked. The reason is stored on the treatment and recorded in the log.

A contraindicated point

Same again: the treatment is not blocked and never was, but the charge waits until somebody types why. Points like LI4 and SP6 in a term pregnancy are used deliberately by practitioners intending to encourage labour, so refusing them outright would be wrong; recording the decision is not.

Fewer charges than expected

The response lists every line that was skipped and why. The usual reasons:

• The line was not ticked. Tick it under Charges.
• It earned no units. Timed codes need at least 8 minutes of hands-on contact. Under 8 minutes there is no timed unit to bill.
• The other initial code won. 97810 and 97813 are mutually exclusive. If e-stim was recorded anywhere on the treatment the session ’s initial code is 97813, and the 97810 line is switched off with a note saying so. The same applies to 20560 and 20561.

“Hands-on time is longer than the whole appointment”

No timed code is suggested, because the contact time recorded is longer than the appointment was booked for. Correct the contact intervals.

The treatment is already posted

A posted treatment cannot be edited or posted again. Reverse the posting first: its charges come off the encounter and the clinical record stays exactly as charted, because reversing a charge does not un-needle a patient.

Warnings that do not stop a posting

These are reported after the charges are written, because they are coding judgements that depend on payer policy:

• An evaluation and management code on the same encounter without modifier 25.
• A second initial acupuncture code on the same date. 97810 and 97813 are once per day, not once per encounter.
• A 97811 with no re-insertion or manipulation recorded, when the code is defined with re-insertion of needles.
• Dry needling on the same date as the timed acupuncture codes, which normally needs a distinct-procedure modifier.

The module never adds a modifier by itself. Where one is needed there is a button that writes it, and the write is recorded against your name.

LabPro sends lab orders out and brings results back in electronically, so they land on the patient's chart instead of arriving as faxes to be scanned.

Setting it up is mostly account work with the laboratory. The parts inside OfficePro are quick; the parts outside it are not, so start with the lab.

Get an account with each lab

Every laboratory you send to needs its own account, and each is recorded against a provider with the account number the lab issued. If two providers order under separate accounts at the same lab, both are recorded separately.

Get the account numbers right before your first order. A requisition sent under the wrong account is a result that comes back to somebody else.

Set up the demographic bridge

Orders are placed in LabCorp Link rather than in OfficePro. To stop your staff typing every patient twice, OfficePro exposes a demographic bridge that LabCorp Link calls when you search for a patient by MRN or patient ID. It returns the patient's details and your insurance company list.

It authenticates by IP address, so the clinic's public IP has to be registered with us. That is worth arranging before your first order rather than discovering at the counter - and worth revisiting whenever your internet connection or office moves, because a changed IP silently stops the lookup working.

Specimen collection arrangements - whether patients go to a draw centre or you draw in-clinic, and the supplies and courier that go with it - are agreed with the lab directly.

Check how results will come back

Results arrive electronically and attach themselves to the patient. That matching depends on the demographics you send matching what the lab returns, so before you rely on it:

• Place one real order in LabCorp Link, using the patient search, and follow it through to a result on their chart in OfficePro.
• Confirm the result appears under Lab Reports on that patient, not only in the practice-wide list.
• Agree with the lab who to call when something does not arrive, and keep that number somewhere your front desk can find it.

Plan to check for unassigned results from the start. Some results will arrive that cannot be matched to a patient automatically - a name spelt differently, a date of birth keyed wrong at the lab. They do not appear on any chart and nothing chases them. Make reviewing them somebody's weekly job before the backlog exists rather than after.

Fullscript labs

Bringing lab results ordered through Fullscript into LabPro is in a limited pilot with a single practice, and is not generally available yet. Unless it has been switched on for your practice, Fullscript lab results do not come into LabPro. If you would like to take part, contact support.

Where you will work

The LabPro home page carries Process Labs for results waiting to be dealt with, LabPro Lab Reports for everything received, and Stats for this Week.

Why is a result not on the patient's chart?

Most often it arrived without matching a patient and is sitting unassigned. Look in the practice-wide reports list and use Select Patient to Assign Lab Report. Check for these regularly - nothing prompts you about them.

Why do results fail to match?

The demographics the lab returns did not match your record closely enough - a differently spelt surname, a middle name, a date of birth keyed wrong at the lab. Fix your record as well as assigning the report, or the next result does the same thing.

What does the ALERT badge mean?

The lab flagged a critical value on that report. Work those first.

Which flags are shown as critical?

HH, LL, CH, CL, and > or < for values off the measurable scale. Everything else, including plain H and L, is shown bold without a highlight.

So an un-highlighted result is normal?

No. Plain H and L are abnormal results - they are simply not critical, and they are the great majority of flagged results. Always read the flag column and the reference range rather than relying on the highlight.

What is the accession number?

The laboratory's own reference for the specimen. Quote it whenever you contact them.

Only part of a panel came back. Is something wrong?

No. Labs report tests as they complete, so a panel can arrive in pieces. The status on each line says whether it is final.

Where do we place lab orders?

In LabCorp Link, not in OfficePro. Collection arrangements, priority and the requisition are all handled there, in the lab's own software.

Then what does OfficePro do?

Two things. It gives LabCorp Link your patient's demographics when you search for them by MRN or patient ID, so nothing is retyped; and it receives the results afterwards and puts them on the chart.

Why search by MRN rather than the patient's name?

Because the MRN is what ties the order to the record the result lands on. A patient keyed in by hand, or found by name, is the usual reason a result comes back matching nobody.

Can we receive results for labs we did not order here?

Yes. Results from a hospital or an outside laboratory appear the same way, and are attached to the patient the same way.

Can we see whether a value is trending?

Yes. Where a patient has had the same test before, the test name links to its history.

Do Fullscript lab results come into LabPro?

Not yet for most practices. Receiving Fullscript lab results in LabPro is in a limited pilot with a single practice and is not generally available. If you would like to take part, contact support.

A result is on the wrong patient. What do we do?

Reassign it straight away and check nothing was acted on while it was misfiled. This is a clinical risk, not a filing error.

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.

Almost always the result has arrived and is not attached to the patient. Check that before ringing the lab.

1. Look for it unassigned

A result is matched to a patient on the demographics the lab returns. When those do not match your record - a hyphenated surname, a middle name included, a date of birth keyed differently at the lab - the report arrives with no patient attached. It is not on anyone's chart, and nothing tells anyone it is there.

This is common. Practices using LabPro are carrying thousands of unassigned reports between them, and they accumulate quietly because nothing chases them.

Look for the report in the practice-wide Lab Pro Reports list rather than on the patient. If it is there, use Select Patient to Assign Lab Report - Search for the patient and choose them, and the report attaches to their chart.

If the mismatch was your record rather than the lab's, correct the patient too. Otherwise their next result arrives unassigned as well.

2. Check the date range on the list

Lab Pro Reports is filtered by period. A result older than the selected range is not missing, it is outside the window - Clear the filter or widen Show before concluding anything.

3. Check the order was actually placed

Orders live in LabCorp Link, not in OfficePro, so confirm it there - that it was submitted, and under the right account. An order left unsubmitted has no result coming and nothing in OfficePro will show that.

While you are there, check it was placed against the patient you found through the MRN search rather than one keyed by hand. A hand-keyed patient is the usual reason a result comes back and matches nobody.

4. Check with the lab, with the accession

If it is genuinely not here, the lab can say whether the specimen arrived and was resulted. Have the accession number, the patient, the date of the draw and the tests ordered. Without the accession the call takes a great deal longer.

Only some of the tests came back

Normal. Labs report in batches as each test completes, and a panel with a longer-running test in it arrives in parts. The status on each line tells you whether it is final. Give the slower tests their stated turnaround before chasing.

A result is on the wrong patient

Deal with it immediately - a result on the wrong chart is a clinical risk, not an administrative tidy-up. Reassign it to the correct patient, and check whether anything was acted on in the meantime. If two patients have similar names, expect it to happen again and fix whichever record is ambiguous.

An abnormal result was not highlighted

Working as designed, and worth understanding. Only HH, LL, CH, CL, > and < are shown as Critical Result. A plain H or L, or the generic A, is shown in bold with no highlight - and those are the vast majority of abnormal results.

The absence of a highlight is not clinical reassurance. Read the flag and the reference range on every line.

The patient lookup in LabCorp Link returns nothing

The demographic bridge authenticates by IP address. If it has stopped finding anyone, the most likely cause is that your clinic's IP has changed - a new connection, a new router, or working from somewhere else - and it needs re-registering with support.

If it finds some patients and not others, that is a data problem rather than a connection one: check the patient is active in OfficePro and that you are searching the MRN it holds.

Fullscript labs are not appearing

For almost every practice that is expected. Receiving Fullscript lab results in LabPro is in a limited pilot with a single practice and is not generally available yet, so Fullscript labs do not come into LabPro unless it has been switched on for you. If you would like to take part - or your practice is in the pilot and a result is missing - contact support.

Nothing at all is coming in

One result missing is a matching problem. Nothing arriving for a day or more is a connection problem - raise it with support rather than working through individual patients, and say when the last result you did receive came in.

Worth doing weekly

Review unassigned reports on a schedule. Every one is a result nobody has seen, and the list only grows. A few minutes weekly prevents the backlog that makes this article necessary.

A kiosk is a tablet in your waiting room that lets patients check themselves in and out. It cuts queueing at the front desk and captures insurance and payment without anyone at reception retyping it.

It is also a logged-in device left unattended in a public room, so the first thing to get right is the lock.

Order the hardware

Devices are ordered through OfficePro. In device administration, New Device Order asks for an Order Type: and records who it was Ordered By: against your Practice: and Customer ID:.

The list then shows each Device and Type with its Status / Action - Pending while it is being prepared, Active once it is in service, Owned where you bought it outright - along with Start Date, End Date, Monthly cost and any Commitment. Disable takes a device out of service.

You can use your own tablet. The mounting hardware (a BouncePad or similar) matters more than people expect: a tablet that can be picked up will be picked up.

Lock the kiosk

This is the part not to skip. A kiosk sits logged in, showing patient names to whoever is in the room. The authenticator lock is what stops someone browsing your records while reception is busy.

• Lock Kiosk puts the device into kiosk mode. It then shows Kiosk access is locked. and does nothing but check patients in and out.
• Unlocking asks for an Authenticator Code from a staff phone - the same kind of code as multi-factor authentication.
• When enrolling the device, keep the Manual entry key: somewhere safe off the device. It is how you add a second person's phone later, and how you recover if the first phone is lost.
• Re-enable Authenticator restarts enrolment if it has to be set up again.

Enrol at least two staff phones. A kiosk that only one person can unlock is a kiosk that is locked whenever that person is off.

Card readers, if you use them

NFC patient cards let someone check in by tapping a card instead of typing their name. The reader needs a small local helper: from the NFC Card Reader add-on, use Download NFC Bridge Installer and run Install.bat on that machine.

The NFC Bridge runs locally on the machine with the reader attached, so it has to be installed on each one - it is not a practice-wide setting.

Before you put it in the waiting room

• Check the lock works, from a locked state, with a phone that is not yours.
• Check a second staff phone can also unlock it.
• Run one real check-in and one real check-out end to end.
• Put it where staff can see it. A kiosk out of sight is a kiosk nobody helps a confused patient with.

To provide your patients access to their appointment schedules and visit documents, you need to configure the Patient Portal in OfficePro. Follow these steps to get started:

Step 1: Create Visit Types

1. Navigate to Admin > General Settings.
2. Select the Schedule tab to view all visit types.
3. Ensure all the visit types you want to offer for online scheduling are created.
   • If you need to add a visit type, refer to the Configuration video on Schedule Settings.

Step 2: Configure Portal Style and Content

Access PatientPro:

• Mouse over Tools from any page and click PatientPro.

Portal Style:

• In the Portal Style section, customize the appearance by changing the color, size, fonts, and adding a header image (e.g., your practice’s name and logo).

Embed the Portal:

• This section provides the HTML code to embed the portal into your practice’s website (Weebly, Dreamweaver, etc.).

Portal Location:

• This shows the web address of your portal, used for patient links to complete or view forms online.

Providers Section:

• Edit displayed information about your providers, including contact info, photos, bios, and philosophy.

Scheduling Section:

• Enable or disable visit types for online scheduling.
• Visit types enabled for portal access will appear in color; disabled types will be greyed out.
• Clicking to enable/disable a visit type opens the Edit Visit Type window for further adjustments.

Embedding Links and Buttons:

• Add scheduling buttons to your website to direct patients to the portal.
• You can create provider-specific buttons, visit type buttons, and a general scheduling button.

After making your changes, click Save Portal Settings at the bottom of the page.

Step 3: Preview Your Portal

1. To ensure everything is set up correctly, click the calendar page icon in the top right corner of any page. This opens an intake kiosk for patient use.
2. Alternatively, click the tiny person icon to preview the portal as patients will see it.
3. You may consider creating a test patient account with your email to log in and check the functionality.

Scheduling Tips

• When scheduling visits, only the first three available times for each provider will be displayed in each time category (morning, afternoon, evening). This feature helps to group appointments more effectively.

Step 4: Additional Features

Return to Tools > PatientPro to access more portal settings.

Enable Features:

• Providers: Allow patients to view individual provider pages and schedule visits directly.
• History: Let patients view their past and upcoming appointments.
• Documents: Enable patients to view and download their treatment plans, encounter receipts, and other documents.
  • Check which documents are enabled by going to Admin > General Settings > Documents tab.
• Uploads: Allow patients to upload documents like insurance cards or signed releases.
• Terms and Conditions: Enter any standard disclaimers or terms for patients viewing the portal.

Conclusion

Once your portal is configured and activated, your patients can begin accessing it for scheduling and document retrieval. Regularly check and update the settings as needed to enhance the patient experience. If you need to make any changes, return to Tools > PatientPro, and don’t forget to click Save Portal Settings to apply any modifications!

Step 1: Add the Embed Code to Your Website

Copy and paste the following code where you want the portal to appear on your website:

html

CopyEdit

<script  src="https://portal.naturaesoft.com/Get_Embed_JS"  data-practicepass="YOUR_PRACTICE_PASS"  data-container-id="portal-container"> </script> <!-- Target container for the portal iframe --> <div id="portal-container"></div>

Important:

Replace YOUR_PRACTICE_PASS with your assigned Practice Pass code.

Make sure you include the <div id="portal-container"></div> on the page — the portal will load into this area.

Step 2: Where to Place the Code

You can place this code:

On a specific page (e.g., yourdomain.com/portal)

Inside any content editor that supports raw HTML (WordPress, Wix, Squarespace, etc.)

In your website’s HTML templates (if you have developer access)

We recommend placing it where you want the portal to appear (not in the <head>).

Step 3: Portal Loading and Behavior

✅ The portal will automatically load inside the container.
✅ A loading spinner will show while it connects.
✅ The portal will automatically resize to fit its content — no scrollbars!
✅ If the portal cannot load (due to network issues), a friendly error message will appear.

Optional Customizations

You can also:

Change the container's size by adjusting the surrounding <div> styles (CSS)

Add margin or padding if you want extra space around the portal

Contact us if you want a custom theme or branded portal appearance

Troubleshooting

If you do not see the portal:

Confirm that the data-practicepass attribute matches your Practice Pass exactly.

Make sure you included the <div> with the correct id.

Check for typos in the script tag or div id.

Still need help?
? Contact our support team at support@naturaesoft.com — we’re happy to assist!

These are the questions that arrive by phone, usually to whoever answers, about a screen they may never have used themselves. Answers are written to be read down the line to a patient.

A patient cannot log in

Before resetting anything, offer Get a Magic Login Link on the login page. It emails them a link that signs them in without a password, and it resolves most of these calls in under a minute.

Forgot Password is still there if they would rather set a new one. Check first that they are using the email address you hold for them - a patient logging in with a different address is the second most common cause, and no reset will fix it.

They say the portal does not recognise them

Logging in asks for the email and then Select your date of birth. Both must match your record. If the date of birth on file is wrong, correct it in OfficePro and they will get straight in - the portal is only ever as right as the chart.

How does a patient get an account?

Create an Account on the login page opens Register as a Patient, asking for First Name, Last Name, Email, Phone and Date of Birth, and asking them to accept your Terms and Privacy Policy.

They must register with details matching what you hold, or they end up as a second record rather than getting into their own.

What can they see once they are in?

Patient Portal Home shows whatever your practice has switched on - typically Appointments, Documents, Make a Payment, Ask a Question and Complete Intake Form.

If a patient says something is missing, it is usually not enabled for your practice rather than broken. That is a practice-wide setting, not a per-patient one.

Can they pay their bill online?

Yes, if you have payments enabled. Pay your Account shows their Patient Balance with the Visits making it up, and they can Pay with Card on File or Pay with New Card.

Can they save a card?

Yes - Add a Card on File, and Update Card on File when it expires. A patient whose card keeps declining usually has an expired one saved.

The balance shown does not match what we told them

The portal shows what is currently posted. If you have taken a payment that has not been posted yet, or an insurance remittance has not been applied, the figures will differ until it is. Check the account in OfficePro before telling the patient the portal is wrong.

Can they see their records?

Your Files lists the Documents you have shared with them, searchable and filterable by type. They can also use Upload New Document to send you something - insurance cards and outside results usually.

Uploads land with you, not on their chart automatically. Somebody has to look.

A patient sent a message and heard nothing

Ask a Question lets them choose Who would you like to ask your question to? - a provider, or Front Desk. It arrives in your messages, and it stays there until someone answers.

If nobody owns answering portal messages, turn the feature off. A patient writing into silence is worse than a practice that never offered it.

On their side the reply appears under Message Inbox / Secure Messages, where they can Send Response or Ask another question. Answered threads can be marked complete and are hidden unless they choose Show Completed Messages - which is why a patient may say a message “disappeared”.

Can they fill in their intake beforehand?

Yes - Complete Intake appears on their home page and alongside a future appointment. It is worth asking them to, because an intake done at home is longer and more accurate than one done in the waiting room.

Can they see upcoming appointments?

Future Appointments lists them, with past visits under History. No upcoming appointments found means exactly that - it is not an error.

Can they order products?

If you have that enabled, yes, including the Full Script Dispensary where you use Fullscript. Subscription and refill questions are covered in the auto-order articles.

Is the portal secure enough for medical information?

It is the same service that holds their record, they sign in to reach it, and messages are handled as secure messages rather than ordinary email. That is the honest answer, and it is usually what the question is really asking.

They are asking about booking online

Different article - see the online scheduling questions, which cover links, availability and which appointment types can be booked.

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.

Problem

The kiosk is locked and nobody can unlock it, patients cannot identify themselves, the card reader does nothing, or the screen sits empty.

Background

The kiosk is a tablet running the patient portal, held in a locked mode that only an authenticator code releases. Most problems are one of three things: the lock, the patient's own details not matching, or the local card-reader helper not running.

Resolution

1. "Kiosk access is locked." and no code works. The code comes from a staff phone enrolled when the kiosk was set up. If that phone is gone, use the Manual entry key: kept at setup to enrol another, or Re-enable Authenticator to start enrolment again. If neither is available, contact NaturaeSoft support - this cannot be resolved from the locked device.
2. A patient cannot get past the name and date step. The kiosk says which field failed - Last name does not match. or DOB does not match. Look at the patient record. A married name never updated, or a date of birth mistyped years ago, will fail every single visit until the record is corrected.
3. The card reader does nothing. The NFC Bridge runs locally on the machine the reader is plugged into, so check it is installed and running on that machine. If typing the patient in works and tapping does not, the reader or the bridge is the problem, not the kiosk. Re-run Install.bat from the Download NFC Bridge Installer package if needed.
4. The screen says there is nothing to do. No check-ins pending right now and No patients ready to check out are normal idle states. If you expected somebody, check they have an appointment today and that it is not already checked in.
5. Check-out asks for no payment when something is owed. No balance due. reflects the balance on the visit at that moment. If charges were added after the patient reached the kiosk, they will not appear - settle it at the desk and add the charges before check-out next time.
6. The device shows as Pending or Disabled. In device administration, check its Status / Action. A device that was disabled, or never moved from Pending to Active, will not work.

Insurance captured at the kiosk looks wrong

Check which option the patient chose. Add as Secondary, Keep Both Active and Deactivate Old do different things, and a patient guessing at that question can leave two active primaries or deactivate cover that was still valid. Correct it on the patient record; it will otherwise surface as a rejected claim weeks later.

Preventing most of it

• Enrol at least two staff phones for the kiosk lock.
• Keep the manual entry key somewhere off the device.
• Fix mismatched records the first time rather than checking that patient in by hand every visit.
• Put the kiosk where staff can see it, so a stuck patient gets help instead of giving up.

If you’re having trouble with your camera or microphone during a virtual meeting on the NaturaeSoft platform, don’t worry—here are a few troubleshooting steps that can usually resolve the issue quickly.

✅ Quick Fix: Check Device Selection

Click the room name button inside your meeting room, then go to the Device tab to confirm or change which camera and microphone you’d like to use. If your devices don’t appear, aren’t saving, or are blocked, follow the steps below.

? Step 1: Make Sure Everything is Updated

? Update Your Browser

We support the two most recent versions of the following browsers. Make sure your browser is up-to-date using the links below:

Google Chrome

Mozilla Firefox

Opera

Microsoft Edge – updated automatically with Windows updates

? On iOS Devices

If you’re using an iPhone or iPad and having issues with your microphone, make sure your device is updated to the latest version of iOS.

? Step 2: Undo a Blocked Permission

If you accidentally selected "Block" when the browser asked to access your camera or microphone, follow these steps:

Click the camera icon in your browser's address bar (usually on the right).

Select "Allow" for camera and microphone access.

Reload the page or click “Try Again.”

Example Icons:

Chrome: Camera icon on the right side of the address bar

Firefox: Crossed-out camera icon on the left

? Step 3: Clear Cache and Cookies

Sometimes outdated permissions or cached settings cause problems. To reset:

Clear your browser cache and cookies

Restart your browser

Restart your computer

Instructions for clearing your cache:

Chrome

Firefox

Opera

Edge

?️ Step 4: Check System Privacy Settings

macOS (MacBooks and iMacs)

Click the Apple logo → System Settings

Go to Privacy & Security

Click Camera, and ensure your browser has access

Repeat for Microphone

Restart your browser after changes

Windows

Ensure your browser has permission to access your mic and camera:

Camera Settings: chrome://settings/content/camera

Microphone Settings: chrome://settings/content/microphone

Make sure your video platform is listed under “Allow”.

? Still Not Working? Try This...

? Firewall and Network Restrictions

Strict firewalls or corporate networks can block access. If you’re on a restricted network:

Switch to a less strict network if possible

Use Google Chrome or Opera for best compatibility (especially if Firefox is failing)

? Disable Browser Extensions

Some browser extensions can interfere with audio/video devices. Try:

Opening the platform in an Incognito or Private window

If it works, disable extensions one-by-one to identify the issue

If you’ve tried all of the above and are still experiencing problems, feel free to contact NaturaeSoft Support for personalized assistance.

Products are managed from Product Administration. Open the Admin menu and choose Product Admin from the list on the left.

Finding a product

Two tools sit at the top of the page. Search Products takes part of a name or product code - type a few letters and click Go. Filter By Vendor narrows the list to one supplier, which is the quicker route when you are working through a delivery or reviewing one vendor's pricing.

The Product List also offers Select by First Letter for browsing, and Clear to drop the current filter and start again.

Adding a product

Click Add a Product. The form needs a Product Code, a Brand, a Product Name and a Retail Price; click Save > Next to save it and carry on with the rest of the record.

Start by typing the product name. After three letters, a list opens under Product Name showing matching products from the Fullscript catalogue and from vendor catalogs that you do not already stock, with the brand, pack size and catalogue price of each. A vendor's product shows its name followed by direct, and fills in your cost as well. Click one, or use the arrow keys and Enter, and the form fills itself in:

• Product Name and a Product Code that is guaranteed not to clash with one you already use.
• The pack size - Type (capsules, tablets, powder and so on) and Quantity.
• Retail Price, at the Fullscript catalogue price. The cursor lands here, because this is the one thing you should decide for yourself.
• Brand, where the brand is already in your vendor list.
• Taxable, following Mark Imported Products Taxable in ProductPro settings.

The product is also linked to its Fullscript catalogue entry. When you save, any picture, description and barcode it is missing are filled in from the catalogue, it goes into your Fullscript Default Category if it has no category, and it picks up default dosing if you have set some for that product. Anything you have already typed is kept - the catalogue only fills gaps.

Two notes can appear while you do this:

• you may already have this, followed by the name of one of your products. The suggestion looks close to something already in your catalogue. Check it before adding - it is usually the same product under a slightly different name, and adding it again gives you a duplicate.
• Brand ... is not in your vendor list yet. The form will not save until a Brand is chosen, so pick the right vendor from the list or add it with the + button beside it.

If nothing in the list is right, keep typing and fill the form in by hand as before. To bring in many products at once, use Product Catalog instead - see Importing Products from Fullscript and Vendor Catalogs.

What a product record holds

Opening a product shows it in sections, and you do not need to complete all of them. Only the name, type and price are needed to sell something; the rest earns its keep in specific situations.

• Product Information - the name, the Type (capsules, liquid, cream, tincture and so on) and the Price. The type sets how quantities read on an order, so a product sold in capsules should say so.
• Product Description - what the patient sees. Formatting Hints beside the box explains the light formatting available.
• TxPlan Description - the wording used on a treatment plan, where that should differ from the general description.
• Product Image - shown in the patient portal. Products with a picture sell noticeably better than products without one.
• Categories - how the product is grouped for browsing, in the portal and in your own lists.

The clinical detail

The product record also carries Dosing Information, Recommended intake, Features and Benefits, Contra-indications and Inactive Ingredients.

These are worth filling in for anything you dispense regularly. Contra-indications and Inactive Ingredients in particular are what a provider checks before recommending something to a patient with an allergy or an interacting medication - an empty field there is not neutral, it just means nobody can check.

Pricing

The Pricing section holds the Cost you pay and the Price you charge, and works out Margin and Markup from them. Average Cost is what the stock you are actually holding cost, which drifts from the current cost as you buy at different prices - it is the figure to use when valuing inventory.

Stock

Inventory Details shows On Hand and the Location the stock is kept in. Inventory Transactions lists every movement - what was purchased, received, sold and adjusted, and when.

When a count is wrong, read the transactions before adjusting. The history usually shows what happened, and an adjustment made without understanding the cause hides the problem rather than fixing it.

Set a Reorder Level on anything you keep in stock. The reorder tools use it to tell you what is running low, and a product with no reorder level simply never appears in those lists.

Editing several products at once

The Inventory Management panel on the left of Product Administration handles the jobs that span many products: Edit Inventory Values for counts and costs, and Edit Product Instructions for dosing text. Both are far quicker than opening products one at a time.

Purchase orders and Add PO are in the same panel. Receive new stock through a purchase order rather than by adjusting counts - the PO records what you paid, which is what keeps Average Cost and your inventory value honest.

Retiring a product

Make a product you no longer sell inactive rather than deleting it. Deleting breaks the history of everything already sold; making it inactive takes it out of the lists while leaving past orders, invoices and reports intact.

If patients still have the product in their cart or on an auto-order, unticking Active on Edit Product opens a screen for telling them and cancelling those auto-orders. See When a Product Is Discontinued.

A catalogue of a few hundred products only stays usable if it is organised. Four things do most of that work: categories, vendors, shelf locations and keeping retired products out of the way.

All of it lives under Product Admin on the Admin menu.

Categories

Categories group products for browsing - both for your own staff and for patients in the portal, where they are the main way anyone finds anything. Each category carries a sort order, so the ones you sell most can sit at the top rather than falling alphabetically.

Keep them broad. A category holding two products is not helping anyone find anything, and a catalogue with forty categories is harder to navigate than one with eight.

Vendors

Recording the vendor on a product is what makes Filter By Vendor useful on the Product Administration page. That filter is how you work through a delivery, review one supplier's pricing, or find everything affected when a supplier discontinues a line.

It also drives purchase orders: a product with no vendor cannot be ordered through the normal PO process.

Shelf locations

A location records where a product's stock is kept - a shelf, a cabinet, a room. It shows as Location on the product, and it is what lets someone new find a bottle without asking.

Administrators manage the list from Settings on Product Administration: in ProductPro Settings, click Edit Locations. The Product Locations window lists every location with its Description, Sort order, whether it is Active, and how many products use it.

• Add - type a name in the New location row, optionally a description and sort number, and click Add. Two locations cannot share a name.
• Rename or reorder - edit the name, description or Sort number in place, then click Save Changes. A rename updates every product already using that location. Use Sort to put the list in the order your shelves are actually arranged - that is the order the product form offers them in.
• Retire - clear Active and click Save Changes. A retired location stays on the products that already have it, but is no longer offered when you set a location on any other product. Tick it again to bring it back.
• Find - filters a long list as you type.

To set a product's location, open it in Edit Product and choose from Location on the Inventory tab.

Retire rather than delete. The delete button beside a location removes it for good and leaves every product using it with no location at all. It also discards any other unsaved changes in the window. Clearing Active does the same job without losing anything.

Finding things

• Search Products - part of a name or product code, then Go. Quickest when you know roughly what you want.
• Filter By Vendor - everything from one supplier.
• Select by First Letter - for browsing rather than searching.
• Clear - drops the current filter. Worth knowing, because a filter left on is the usual reason a product appears to have vanished.

Product codes

Product codes identify a product across orders, inventory and reports. Keep them consistent and do not reuse a code from a retired product - reports covering both periods will silently merge the two.

Duplicates

Duplicates appear naturally: the same supplement gets added twice under slightly different names, or an import creates a second copy. They split your stock figures and your sales history, so the same product looks like two half-selling ones.

The Duplicate Products report under Reports lists catalogue entries that look like duplicates. Work through it occasionally rather than waiting for the figures to confuse someone - and when you find a pair, make one inactive rather than deleting it, so the sales already recorded against it survive.

Retired products

Make products you no longer sell inactive. They come out of the lists and out of the portal while everything already sold keeps its history. Deleting a product breaks that history, which is why it is almost never the right choice.

When patients still have the product in their cart or on an auto-order, making it inactive opens a screen for telling them. See When a Product Is Discontinued.

Keeping it tidy

A quarterly pass costs very little and prevents most catalogue problems:

• Run Duplicate Products and resolve anything it finds.
• Make inactive anything you have not sold in a year and do not intend to restock.
• Check that products you keep in stock have a Reorder Level - without one they never appear in the reorder lists.
• Check that anything sold through the portal has an image and a description worth reading.
• Retire any shelf location you no longer use, so it stops being offered on the product form.

Connecting Fullscript lets you pull their catalogue into your own product list and send patients a Fullscript plan without leaving OfficePro. It is set up once by an administrator, and then each prescribing provider is linked to their own Fullscript account.

Fullscript needs ProductPro. Without that module none of these screens are reachable.

1. Connect the practice

1. Open the Admin page and find Add-Ons & Integrations.
2. In Fullscript Integration, click Integrate Fullscript.
3. You are taken to Fullscript to sign in and approve the connection, then returned to OfficePro.

When it has worked the section reads Your account is connected to Fullscript. Sign in with the account that owns your clinic's Fullscript dispensary, not a personal one - the connection determines whose catalogue and whose commissions you are working with.

2. Link each provider

Connecting the practice is not enough on its own. Fullscript plans are written by a named prescriber, so each provider needs their own link.

Under Associate Providers with Fullscript you will see each OfficePro Provider against their Fullscript ID. Use Add to Fullscript for anyone not yet linked.

A provider showing Assigned under another account has a Fullscript account already tied to a different dispensary - often their own from a previous practice. That has to be resolved with Fullscript directly; OfficePro cannot move it.

3. Decide how imported products should look

Before importing anything, set the defaults in ProductPro settings. They apply only to products added from the Fullscript catalogue and never change products you already have.

• Default Category - the category imported products land in. Worth setting, or everything arrives uncategorised and your patients cannot browse it.
• Default Product Type - leave it on none to import without a type. Only the values in that list are valid. A type that is not one of them renders a blank Type box on the product form, which is confusing and easy to miss.
• Mark Imported Products Taxable - leave this on unless your practice genuinely does not charge sales tax on supplements. See Sales Tax by Product Class if some are taxed at a reduced rate.

Disconnecting

Remove Access ends the connection, and the section then reads Your Fullscript access was removed. Products already imported stay in your catalogue - they are your products now - but they stop being refreshed from Fullscript and new plans cannot be written until you reconnect.

Check it worked

• The integration reads as connected on the Admin page.
• Every prescribing provider shows a Fullscript ID.
• Open Product Catalog, set Source to Fullscript and run a search - if products come back, the connection is live.

An auto-order is a standing arrangement to reorder a product for a patient on a fixed cycle. Each night OfficePro looks for plans that are due, creates the orders, and applies a recurring discount if you offer one.

It bills patients on a schedule with nobody watching, so it is worth setting up deliberately rather than discovering how it behaves from a phone call.

Before anything else: is it switched on?

Auto-orders run for practices on BackOfficePro. This is part of your subscription, not a setting inside OfficePro - you cannot enable it yourself. If you are not on BackOfficePro you can still record auto-order plans, and nothing will ever generate from them.

If you are unsure, ask support before you set expectations with a patient.

Set your discounts

In ProductPro settings there are two:

• Subscribe and Save First Autoorder Discount - a welcome discount on the first purchase, offered in the patient portal only. It appears on the patient's Subscribe & Save option as a green badge - 10% off today if you set it to 10%.
• Subscribe and Save Subsequent Autoorder Discount - the ongoing discount applied to every refill the nightly job creates. This is the one that matters financially, because it applies for as long as the plan runs.

Both are set in 5% steps up to 30%. Leave either at 0% to offer no discount.

Work the ongoing percentage out before you set it. On a monthly subscription, 10% off is 10% off twelve times a year, on a product you have already discounted to a dispensary price.

Set the shipping and the notification

• Refills marked for shipping are charged your shipping fee, and premium shipping is charged Premium Shipping Charge. Pickup refills are free. Set these before the first run rather than refunding afterwards.
• Order Message User decides who receives the summary message after each night's run. Leave it on -- Select User -- and the summary goes to nobody in particular, which is the same as no one knowing orders were created. Point it at whoever actually packs orders.

When the orders appear

The job runs once a day, late in the evening Pacific time. Orders created overnight are waiting the next morning as Pending, alongside everything else in your patient orders queue - they are ordinary orders from that point on, and are picked, packed and completed the same way.

It works ahead of each due date by your Auto Order Lead Time (Days), set in ProductPro settings - 7 days if you have never set it. A plan due on the 29th with an 8-day lead time is ordered overnight on the 21st, so there is time to pick, ship or arrange pickup. Each auto-order shows Due and its due date in the patient orders list, on the order and in the patient's cart, and the summary message gives each order's due date, in red once it is due. Fill it when it suits your workflow: the patient does not need it before then.

The next refill is always counted from the date the last one was due, not from the day its order was created or completed, so the cycle never drifts. A plan that is overdue produces one order, not one for every cycle it missed.

Decide your refill policy

Each product on a patient can carry a refill constraint:

• No Constriction / As Needed - no limit.
• Constrict Refills ( - a fixed number, counted down as they are used.
• Blocked - No refills - none, regardless of any plan.

For anything a provider wants to review before it keeps going out, set a refill count or an end date on the plan. An auto-order with no end runs until somebody stops it.

A different feature with the same name

Vendors have auto-orders too. On a vendor's contact record, Auto Order raises a purchase order to your supplier on a cycle - the record will say This vendor is set to auto order every so many days. It restocks your shelves; it has nothing to do with patient subscriptions and no patient is billed by it.

Check it before you rely on it

• Set up one plan on a real product with a short interval and watch what appears the next morning.
• Confirm the discount you expect is on the order line.
• Confirm the summary message reached the person you nominated.
• Confirm a shipped refill was charged shipping and a pickup one was not.

To effectively manage your product inventory, utilize the Product Admin area in OfficePro.

Accessing Product Admin

1. Navigate to Product Admin: Mouse over Admin at the top of any page and select Product Admin from the drop-down menu.
2. Locate Inventory Management: In the lower left-hand menu, find the Inventory Management and Reorder List options.

1. Inventory Management

The Inventory Management view assists with conducting periodic physical inventory counts and offers ongoing access similar to the initial setup with the Add Starting Inventory list.

• Adjustment Boxes: Next to each product listing, you’ll find three adjustment boxes: Draw, Expire, and Loss. These help track the reasons for inventory adjustments and identify systematic inventory issues.
  • Reducing Inventory: Enter a number into any of these boxes to reduce the inventory of that item by that amount.
  • Increasing Inventory: To increase the inventory, click the current on-hand count to open the Inventory Adjustment window. This can also be accessed from the Inventory tab of the Edit Product window.
• New Product Shipments: Note that inventory adjustments are not for receiving new product shipments; those should be entered in the Purchase Orders area.
• Non-Stocked Products: At the bottom of the inventory list, you'll find products indicated as not consistently stocked. These may be items intended for drop shipment or those you prescribe infrequently.
• Saving Adjustments: When you make inventory changes in the Inventory Management view, they are reflected in the New Count. Click Update at the top of the list to save your adjustments and update the On-Hand counts for each product.
• Printing Inventory Worksheet: If you prefer to conduct your inventory count on paper, click Print An Inventory Worksheet at the bottom of the left-hand menu. This generates a formatted worksheet in a new window, displaying each product's name, product code, expected quantity, and space for your actual count and adjustment reasons.

2. Reorder List

The Reorder List highlights products that have reached an inventory level requiring reordering.

• Setting Reorder Levels: You set these levels in the Edit Product window, accessible from any product list. In the Inventory tab, enter a number in the Reorder Level box to allow OfficePro to notify you when the stock for that product falls below this level.
• Viewing Reorder List: The Reorder List displays only those products whose inventory has dipped below the set Reorder Level.
• Stock Notification: If you indicate that a product is kept consistently in stock, it will be highlighted in red on the Product Administration list when its inventory is low.

Additional Resources

To learn more about setting up your products in OfficePro, refer to the Knowledge Base articles on Adding and Editing Products, Product Lists, and Inventory Setup.

Accurate inventory management is crucial for ensuring you have the right products available for patient encounters. Here’s how to set up and manage your inventory effectively.

Importance of Inventory Setup

• Automatic Adjustments: When you add a product to a patient’s encounter receipt, the stock on-hand for that product is automatically reduced. Conversely, when you add a product receipt, the stock is automatically increased to reflect the new stock received. This minimizes the need for manual inventory adjustments, making your workflow more efficient.

Adding Starting Inventory

Access the Add Starting Inventory Feature:

• Click on Add Starting Inventory from the left-hand menu. This feature is available for the first two months of your service, allowing you to set up your initial inventory.

Initial Inventory Setup:

• In the Add Starting Inventory view, you will see:
  • A list of your products.
  • Current on-hand count (initially displayed as zero).
  • A space to enter your opening count.
  • A new on-hand count displayed to the right.

Entering Opening Counts:

• For each product, enter the actual number of units you have in the opening count box.
• As you enter the opening counts, the new on-hand count will update to reflect your adjustments.

Review and Save:

• After entering the opening counts for all products, double-check that the new on-hand counts are accurate.
• Click Update to save the counts for your entire product list.

Ongoing Inventory Management

After the initial two-month setup period, you can continue to manage your inventory using the Inventory Management view. This view allows for periodic adjustments and helps you maintain accurate stock levels over time.

Conclusion

Setting up your inventory accurately in OfficePro is essential for ensuring smooth operations and effective patient encounters. By utilizing the Add Starting Inventory feature and making sure your counts are correct, you’ll reduce the likelihood of stock discrepancies and enhance your practice's efficiency. If you have any questions or need further assistance with inventory management, feel free to ask!

Do we need ProductPro to use Fullscript?

Yes. Every Fullscript screen sits behind that module.

Does each provider need their own Fullscript account?

Yes. Connecting the practice is one step; linking each prescriber is another. A plan is written by a named provider, so an unlinked provider can browse the catalogue and still not create one.

A provider shows "Assigned under another account". What now?

Their Fullscript account is tied to a different dispensary, often their own from a previous practice. OfficePro cannot move it - that has to be sorted out with Fullscript.

What is the difference between adding and linking?

Add Selected to My Catalog creates products you do not stock yet. Link to Fullscript pairs products you already have with their Fullscript equivalent so the two are treated as one. Link first, then import - the other order leaves you merging duplicates.

If I import the same product twice, do I get two?

No. Each Fullscript variant is recorded against the product, so a second import updates it. Duplicates almost always mean a product was imported when it should have been linked.

Are imported prices ours?

No - they arrive at the Fullscript catalogue price. Review anything where you set your own margin.

Why is the Type blank on imported products?

Default Product Type is set to a value that is not in the supplied list. Only those values are valid; anything else renders an empty Type box. Import two or three and look at them before importing the rest.

Should imported products be taxable?

Leave Mark Imported Products Taxable on unless your practice genuinely does not charge sales tax on supplements. If some are taxed at a reduced rate, see Sales Tax by Product Class - and note that setting a class to 0 on one jurisdiction does not exempt it everywhere.

What happens to our products if we disconnect?

They stay. They are your products and you can still sell them. They stop refreshing from Fullscript, and new plans cannot be written until you reconnect.

Can we import the whole catalogue?

You can, and it is usually a mistake. A few hundred products nobody dispenses makes the catalogue harder to use for staff and patients alike. Import what you actually recommend.

When exactly do auto-orders run?

Once a day, late in the evening Pacific time. Not hourly, and not when you save a plan. Orders set up during the day appear the following morning.

Why does an auto-order appear before the patient needs it?

Orders are created ahead of their due date by your Auto Order Lead Time (Days) in ProductPro settings, so there is time to prepare them. Each one shows its due date - Due on the order and in the patient orders list. Filled the day it appears, a refill reaches the patient early; hold it until closer to the due date, or shorten the lead time.

Is the next refill counted from when the order was created?

No. It is counted from the date the last refill was due, so an order created early, or completed late, never shifts the cycle.

If I change a plan's interval, does the next refill move?

Yes, by the difference. Going from every 60 days to every 120 moves the next refill 60 days later. The auto-order screens show the new date before you save.

A patient bought a product they are on auto-order for. Will the refill still come?

If they bought it in the portal, no: the purchase moves the next refill a full interval later. If it was sold at the desk, on an encounter or through their cart in OfficePro, move the plan's Next: date yourself.

Do I need BackOfficePro?

Yes. Plans can be recorded without it, but nothing generates from them. It is part of your subscription rather than a setting you can switch on.

What is the difference between the two discount settings?

Subscribe and Save First Autoorder Discount is a welcome offer shown to patients in the portal when they start a subscription themselves. Subscribe and Save Subsequent Autoorder Discount is applied to every refill thereafter.

Does a patient get the welcome discount if we set the plan up for them?

No. The first-order discount is a portal offer. A plan set up in OfficePro on the patient's behalf is charged at the ongoing rate from the start. Worth knowing before a patient who saw the offer online asks about it.

Where does the discount show up?

As a discount on the order line. It is not an account credit, and there is no separate credit entry. If it looks missing, do not add a credit to compensate - see the troubleshooting article.

Can different patients have different discounts?

Yes. A plan can carry its own percentage, which is used instead of the practice default. Left unset, the practice default applies.

How do I pause a subscription for a month?

Move the plan's Next: date forward. The plan stays intact and simply resumes on that date. Setting Interval: to None stops it altogether.

If I cancel an order that was generated, does the plan stop?

No. Cancelling the order does not change the plan, and the next cycle will come round as scheduled. To skip a cycle, move the Next: date; to stop the plan, change the interval or set an end date.

A plan has been due for months. Will we be billed for all of them?

No. An overdue plan produces one order and its next date moves to the next future cycle.

Why did one patient get two orders in one night?

Because they had both pickup and shipped refills due. Each order is created for a single delivery method so the header matches what is in it.

Is shipping charged on refills?

Yes, on refills whose method is shipping, at your standard or premium rate. Pickup refills are not charged shipping.

Which dosing appears on a refill?

The dosing recorded on the plan. Not the product default, and not the last dispense. If the plan has none, the line goes out with none - change the plan, not the order.

Does a refill create a visit or an encounter?

It creates a patient order, waiting as Pending in the same queue as any other. From there it is picked, packed and completed exactly like an order taken at the desk.

Are patients notified?

This job does not text or email patients. The only notification is the internal summary to your Order Message User. If you want patients told, tell them when the plan is set up and when the order is completed.

Can a patient cancel their own subscription?

Ask them to contact you rather than assuming they can do it themselves. Staff can always stop a plan from Patient Auto Orders.

How do I see what our subscriptions are worth?

The Subscription Health report under Products shows active auto-orders, estimated monthly recurring revenue, and which plans are about to lapse.

What is the auto-order on a vendor record?

A completely separate feature that raises purchase orders to a supplier on a cycle. It restocks your shelves and never bills a patient.

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: