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ID	Title	Module	Category
81	Setting Up a Check-In Kiosk Setting Up a Check-In Kiosk A kiosk is a tablet in your waiting room that lets patients check themselves in and out. It cuts queueing at the front desk and captures insurance and payment without anyone at reception retyping it. It is also a logged-in device left unattended in a public room, so the first thing to get right is the lock. Order the hardware Devices are ordered through OfficePro. In device administration, New Device Order asks for an Order Type: and records who it was Ordered By: against your Practice: and Customer ID:. The list then shows each Device and Type with its Status / Action - Pending while it is being prepared, Active once it is in service, Owned where you bought it outright - along with Start Date, End Date, Monthly cost and any Commitment. Disable takes a device out of service. You can use your own tablet. The mounting hardware (a BouncePad or similar) matters more than people expect: a tablet that can be picked up will be picked up. Lock the kiosk This is the part not to skip. A kiosk sits logged in, showing patient names to whoever is in the room. The authenticator lock is what stops someone browsing your records while reception is busy. Lock Kiosk puts the device into kiosk mode. It then shows Kiosk access is locked. and does nothing but check patients in and out. Unlocking asks for an Authenticator Code from a staff phone - the same kind of code as multi-factor authentication. When enrolling the device, keep the Manual entry key: somewhere safe off the device. It is how you add a second person's phone later, and how you recover if the first phone is lost. Re-enable Authenticator restarts enrolment if it has to be set up again. Enrol at least two staff phones. A kiosk that only one person can unlock is a kiosk that is locked whenever that person is off. Card readers, if you use them NFC patient cards let someone check in by tapping a card instead of typing their name. The reader needs a small local helper: from the NFC Card Reader add-on, use Download NFC Bridge Installer and run Install.bat on that machine. The NFC Bridge runs locally on the machine with the reader attached, so it has to be installed on each one - it is not a practice-wide setting. Before you put it in the waiting room Check the lock works, from a locked state, with a phone that is not yours. Check a second staff phone can also unlock it. Run one real check-in and one real check-out end to end. Put it where staff can see it. A kiosk out of sight is a kiosk nobody helps a confused patient with.
45	Setting Up the Online Patient Portal Setting Up the Online Patient Portal To provide your patients access to their appointment schedules and visit documents, you need to configure the Patient Portal in OfficePro. Follow these steps to get started: Step 1: Create Visit Types Navigate to Admin > General Settings. Select the Schedule tab to view all visit types. Ensure all the visit types you want to offer for online scheduling are created. If you need to add a visit type, refer to the Configuration video on Schedule Settings. Step 2: Configure Portal Style and Content Access PatientPro: Mouse over Tools from any page and click PatientPro. Portal Style: In the Portal Style section, customize the appearance by changing the color, size, fonts, and adding a header image (e.g., your practice’s name and logo). Embed the Portal: This section provides the HTML code to embed the portal into your practice’s website (Weebly, Dreamweaver, etc.). Portal Location: This shows the web address of your portal, used for patient links to complete or view forms online. Providers Section: Edit displayed information about your providers, including contact info, photos, bios, and philosophy. Scheduling Section: Enable or disable visit types for online scheduling. Visit types enabled for portal access will appear in color; disabled types will be greyed out. Clicking to enable/disable a visit type opens the Edit Visit Type window for further adjustments. Embedding Links and Buttons: Add scheduling buttons to your website to direct patients to the portal. You can create provider-specific buttons, visit type buttons, and a general scheduling button. After making your changes, click Save Portal Settings at the bottom of the page. Step 3: Preview Your Portal To ensure everything is set up correctly, click the calendar page icon in the top right corner of any page. This opens an intake kiosk for patient use. Alternatively, click the tiny person icon to preview the portal as patients will see it. You may consider creating a test patient account with your email to log in and check the functionality. Scheduling Tips When scheduling visits, only the first three available times for each provider will be displayed in each time category (morning, afternoon, evening). This feature helps to group appointments more effectively. Step 4: Additional Features Return to Tools > PatientPro to access more portal settings. Enable Features: Providers: Allow patients to view individual provider pages and schedule visits directly. History: Let patients view their past and upcoming appointments. Documents: Enable patients to view and download their treatment plans, encounter receipts, and other documents. Check which documents are enabled by going to Admin > General Settings > Documents tab. Uploads: Allow patients to upload documents like insurance cards or signed releases. Terms and Conditions: Enter any standard disclaimers or terms for patients viewing the portal. Conclusion Once your portal is configured and activated, your patients can begin accessing it for scheduling and document retrieval. Regularly check and update the settings as needed to enhance the patient experience. If you need to make any changes, return to Tools > PatientPro, and don’t forget to click Save Portal Settings to apply any modifications!
49	How to Embed Your Portal How to Embed Your Portal Step 1: Add the Embed Code to Your Website Copy and paste the following code where you want the portal to appear on your website: html CopyEdit <script src="https://portal.naturaesoft.com/Get_Embed_JS" data-practicepass="YOUR_PRACTICE_PASS" data-container-id="portal-container"> </script> <!-- Target container for the portal iframe --> <div id="portal-container"></div> Important: Replace YOUR_PRACTICE_PASS with your assigned Practice Pass code. Make sure you include the <div id="portal-container"></div> on the page — the portal will load into this area. Step 2: Where to Place the Code You can place this code: On a specific page (e.g., yourdomain.com/portal) Inside any content editor that supports raw HTML (WordPress, Wix, Squarespace, etc.) In your website’s HTML templates (if you have developer access) We recommend placing it where you want the portal to appear (not in the <head>). Step 3: Portal Loading and Behavior ✅ The portal will automatically load inside the container. ✅ A loading spinner will show while it connects. ✅ The portal will automatically resize to fit its content — no scrollbars! ✅ If the portal cannot load (due to network issues), a friendly error message will appear. Optional Customizations You can also: Change the container's size by adjusting the surrounding <div> styles (CSS) Add margin or padding if you want extra space around the portal Contact us if you want a custom theme or branded portal appearance Troubleshooting If you do not see the portal: Confirm that the data-practicepass attribute matches your Practice Pass exactly. Make sure you included the <div> with the correct id. Check for typos in the script tag or div id. Still need help? ? Contact our support team at support@naturaesoft.com — we’re happy to assist!
104	Questions Patients Ask About the Portal Questions Patients Ask About the Portal These are the questions that arrive by phone, usually to whoever answers, about a screen they may never have used themselves. Answers are written to be read down the line to a patient. A patient cannot log in Before resetting anything, offer Get a Magic Login Link on the login page. It emails them a link that signs them in without a password, and it resolves most of these calls in under a minute. Forgot Password is still there if they would rather set a new one. Check first that they are using the email address you hold for them - a patient logging in with a different address is the second most common cause, and no reset will fix it. They say the portal does not recognise them Logging in asks for the email and then Select your date of birth. Both must match your record. If the date of birth on file is wrong, correct it in OfficePro and they will get straight in - the portal is only ever as right as the chart. How does a patient get an account? Create an Account on the login page opens Register as a Patient, asking for First Name, Last Name, Email, Phone and Date of Birth, and asking them to accept your Terms and Privacy Policy. They must register with details matching what you hold, or they end up as a second record rather than getting into their own. What can they see once they are in? Patient Portal Home shows whatever your practice has switched on - typically Appointments, Documents, Make a Payment, Ask a Question and Complete Intake Form. If a patient says something is missing, it is usually not enabled for your practice rather than broken. That is a practice-wide setting, not a per-patient one. Can they pay their bill online? Yes, if you have payments enabled. Pay your Account shows their Patient Balance with the Visits making it up, and they can Pay with Card on File or Pay with New Card. Can they save a card? Yes - Add a Card on File, and Update Card on File when it expires. A patient whose card keeps declining usually has an expired one saved. The balance shown does not match what we told them The portal shows what is currently posted. If you have taken a payment that has not been posted yet, or an insurance remittance has not been applied, the figures will differ until it is. Check the account in OfficePro before telling the patient the portal is wrong. Can they see their records? Your Files lists the Documents you have shared with them, searchable and filterable by type. They can also use Upload New Document to send you something - insurance cards and outside results usually. Uploads land with you, not on their chart automatically. Somebody has to look. A patient sent a message and heard nothing Ask a Question lets them choose Who would you like to ask your question to? - a provider, or Front Desk. It arrives in your messages, and it stays there until someone answers. If nobody owns answering portal messages, turn the feature off. A patient writing into silence is worse than a practice that never offered it. On their side the reply appears under Message Inbox / Secure Messages, where they can Send Response or Ask another question. Answered threads can be marked complete and are hidden unless they choose Show Completed Messages - which is why a patient may say a message “disappeared”. Can they fill in their intake beforehand? Yes - Complete Intake appears on their home page and alongside a future appointment. It is worth asking them to, because an intake done at home is longer and more accurate than one done in the waiting room. Can they see upcoming appointments? Future Appointments lists them, with past visits under History. No upcoming appointments found means exactly that - it is not an error. Can they order products? If you have that enabled, yes, including the Full Script Dispensary where you use Fullscript. Subscription and refill questions are covered in the auto-order articles. Is the portal secure enough for medical information? It is the same service that holds their record, they sign in to reach it, and messages are handled as secure messages rather than ordinary email. That is the honest answer, and it is usually what the question is really asking. They are asking about booking online Different article - see the online scheduling questions, which cover links, availability and which appointment types can be booked.
82	Checking Patients In and Out at the Kiosk Checking Patients In and Out at the Kiosk The kiosk shows Kiosk Check-In and asks the patient which they are doing: Arriving for an appointment or Leaving after your visit. Staff mostly need to know what it asks for, so they can help when somebody gets stuck. Checking in The patient identifies themselves with First Name, Last Name and Date of Birth. All three must match the record, and the kiosk says which one did not - Last name does not match. or DOB does not match. That is usually a genuine mismatch in your data rather than the patient being wrong: a married name never updated, or a date of birth entered as a typo years ago. Fix the record rather than working around it, or the same patient fails every visit. Where you take patient photos, the kiosk offers Capture, and Continue Without Photo for anyone who would rather not. Take the second option seriously - a patient who feels pressured into being photographed at a screen in a waiting room remembers it. Insurance can be added or confirmed during check-in. Insurance on file shows what you already hold; Add Insurance takes a new Insurance Company. If they already have cover on file, the kiosk asks what to do with it: Add as Secondary - keep the existing plan as primary and add this one behind it. Keep Both Active - both remain in force. Deactivate Old - the new plan replaces the previous one. Getting this wrong causes claim problems weeks later, so it is worth a member of staff glancing at anything that changed. The kiosk finishes with Check-In Complete, and the patient appears on your check-in list. Checking out Leaving after your visit settles anything owed and offers the patient their paperwork. Where nothing is due it says No balance due. or No payment is due at this time. and moves on. The patient can ask for Email me a receipt, Email my encounter document or Email my treatment plan - which saves reception printing anything - and there is an Add a tip (optional) step where the practice uses it. Finish Check-Out completes it, and the kiosk shows Check-Out Complete. The quiet states No check-ins pending right now and No patients ready to check out mean exactly that - the kiosk is working and has nothing to do. They are not errors. Helping a patient who is stuck A name or date will not match - check the record rather than asking them to try again. Repeating a wrong date does not make it right. Someone does not want to use it - check them in at the desk. The kiosk is a convenience, not a requirement, and insisting costs more goodwill than it saves time. Insurance has changed - it is usually quicker for staff to take the card than for the patient to type it in. The screen is locked - it needs an Authenticator Code from a staff phone. See Setting Up a Check-In Kiosk.
83	The Kiosk Is Not Working The Kiosk Is Not Working Problem The kiosk is locked and nobody can unlock it, patients cannot identify themselves, the card reader does nothing, or the screen sits empty. Background The kiosk is a tablet running the patient portal, held in a locked mode that only an authenticator code releases. Most problems are one of three things: the lock, the patient's own details not matching, or the local card-reader helper not running. Resolution "Kiosk access is locked." and no code works. The code comes from a staff phone enrolled when the kiosk was set up. If that phone is gone, use the Manual entry key: kept at setup to enrol another, or Re-enable Authenticator to start enrolment again. If neither is available, contact NaturaeSoft support - this cannot be resolved from the locked device. A patient cannot get past the name and date step. The kiosk says which field failed - Last name does not match. or DOB does not match. Look at the patient record. A married name never updated, or a date of birth mistyped years ago, will fail every single visit until the record is corrected. The card reader does nothing. The NFC Bridge runs locally on the machine the reader is plugged into, so check it is installed and running on that machine. If typing the patient in works and tapping does not, the reader or the bridge is the problem, not the kiosk. Re-run Install.bat from the Download NFC Bridge Installer package if needed. The screen says there is nothing to do. No check-ins pending right now and No patients ready to check out are normal idle states. If you expected somebody, check they have an appointment today and that it is not already checked in. Check-out asks for no payment when something is owed. No balance due. reflects the balance on the visit at that moment. If charges were added after the patient reached the kiosk, they will not appear - settle it at the desk and add the charges before check-out next time. The device shows as Pending or Disabled. In device administration, check its Status / Action. A device that was disabled, or never moved from Pending to Active, will not work. Insurance captured at the kiosk looks wrong Check which option the patient chose. Add as Secondary, Keep Both Active and Deactivate Old do different things, and a patient guessing at that question can leave two active primaries or deactivate cover that was still valid. Correct it on the patient record; it will otherwise surface as a rejected claim weeks later. Preventing most of it Enrol at least two staff phones for the kiosk lock. Keep the manual entry key somewhere off the device. Fix mismatched records the first time rather than checking that patient in by hand every visit. Put the kiosk where staff can see it, so a stuck patient gets help instead of giving up.
50	My Mic and Speakers aren't working in the telehealth meeting room. My Mic and Speakers aren't working in the telehealth meeting room. If you’re having trouble with your camera or microphone during a virtual meeting on the NaturaeSoft platform, don’t worry—here are a few troubleshooting steps that can usually resolve the issue quickly. ✅ Quick Fix: Check Device Selection Click the room name button inside your meeting room, then go to the Device tab to confirm or change which camera and microphone you’d like to use. If your devices don’t appear, aren’t saving, or are blocked, follow the steps below. ? Step 1: Make Sure Everything is Updated ? Update Your Browser We support the two most recent versions of the following browsers. Make sure your browser is up-to-date using the links below: Google Chrome Mozilla Firefox Opera Microsoft Edge – updated automatically with Windows updates ? On iOS Devices If you’re using an iPhone or iPad and having issues with your microphone, make sure your device is updated to the latest version of iOS. ? Step 2: Undo a Blocked Permission If you accidentally selected "Block" when the browser asked to access your camera or microphone, follow these steps: Click the camera icon in your browser's address bar (usually on the right). Select "Allow" for camera and microphone access. Reload the page or click “Try Again.” Example Icons: Chrome: Camera icon on the right side of the address bar Firefox: Crossed-out camera icon on the left ? Step 3: Clear Cache and Cookies Sometimes outdated permissions or cached settings cause problems. To reset: Clear your browser cache and cookies Restart your browser Restart your computer Instructions for clearing your cache: Chrome Firefox Opera Edge ?️ Step 4: Check System Privacy Settings macOS (MacBooks and iMacs) Click the Apple logo → System Settings Go to Privacy & Security Click Camera, and ensure your browser has access Repeat for Microphone Restart your browser after changes Windows Ensure your browser has permission to access your mic and camera: Camera Settings: chrome://settings/content/camera Microphone Settings: chrome://settings/content/microphone Make sure your video platform is listed under “Allow”. ? Still Not Working? Try This... ? Firewall and Network Restrictions Strict firewalls or corporate networks can block access. If you’re on a restricted network: Switch to a less strict network if possible Use Google Chrome or Opera for best compatibility (especially if Firefox is failing) ? Disable Browser Extensions Some browser extensions can interfere with audio/video devices. Try: Opening the platform in an Incognito or Private window If it works, disable extensions one-by-one to identify the issue If you’ve tried all of the above and are still experiencing problems, feel free to contact NaturaeSoft Support for personalized assistance.