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.

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.

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 under Gift Cards.

Sell or load a card

1. Open the encounter for whoever is buying, and click Sell / load a gift card.
2. Enter the Card UID. If you use NFC cards, tap the card on the reader and it fills itself in.
3. Enter the Amount, and record the Purchaser and Recipient where they are different people - that is what makes a lost card traceable later.
4. Click Add Gift Card to this Visit.

The card is added to the visit as a line to be paid for, and the customer settles it with the encounter like any other charge. It is not funded until that payment is taken.

The same screen loads more value onto a card that already exists - enter the existing Card UID and the amount to add.

Redeem against a visit

1. On the encounter being paid, click Redeem a gift card.
2. Enter or tap the Card UID. The card's Current balance appears.
3. Enter the Amount to take. It may be part of the balance - a card does not have to be spent all at once.
4. Check Balance After reads what you expect, then click Apply to Visit.

The amount comes off the visit and off the card together. Anything left stays on the card for next time.

Check a balance

Use Check Gift Card Balance to read 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 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 encounter is never paid, the card was issued and never paid for. Check the visit 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 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.
2. Set the date and, where you bank to more than one account, the account.
3. Use Add Items to this Deposit to see payments not yet banked. Tick the ones going in, then Add Selected Payments.
4. Check Deposit Total against the money in your hand or the card settlement.

The list can be narrowed by period - Today, This week, Last Week, This Month and so on - which is the quickest way to find the payments for the day you are banking.

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.

Auto Create Deposits

Auto Create Deposits builds deposits from unbanked payments rather than ticking them by hand. It saves time for a practice banking on a regular rhythm - but check what it produced before printing, because it groups by its own rules and not by what is physically in your hand.

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.

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.

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.

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.

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.