Help : Patient Portal - Help for Providers

These help sections describe how providers view and manage the Patient Portal queue in the EMR, and how to enable Patient Portal access for patients. Help for patients (including log in and account setup troubleshooting), as well as more information about the Patient Portal features and functions that patients see, is found in the help sections under Patient Portal - Help for Patients and the overview video Patient Portal Part 1.

And for a video overview of how to manage requests and messages in the Patient Portal queue, check out Patient Portal Part 2.

Help: Patient Portal Queue

Patient Portal Queue

The Patient Portal Queue displays requests and secure messages coming from the Patient Portal. Expand the Queue by clicking the pop-out button at the top right of the Patient Portal block on the Scheduling page. From there, it's easy to complete a request using the yellow "helper button" to the right, which takes a different action depending on what the patient requested. So, for example, clicking on the helper button beside a prescription refill request opens a new encounter note and adds the requested prescription.

To respond to a request via secure message, click on the secure message icon Secure Message Icon to the left of the request.

By default, the patient will be notified by email that she has a secure message waiting in the patient portal and the secure message will be associated with the specific request. But you can override these default settings using the checkboxes provided. Use the drop down menu to indicate whether, when the secure message is sent, the original request should be (a) left open, (b) dismissed as completed, or (c) dismissed because it will not be completed.

Enter text in the Message to Patient: field of the Send a Secure Message pop up. It is easy to review prior messages by clicking the Archive Icon...Show past correspondence with this patient link at the bottom of the pop up window.

A request is left open until it is manually dismissed by clicking on the "dismiss as completed" icon Dismiss Complete Icon or "dismiss because it will not be completed" icon Dismiss Incomplete Icon to the left of the request or selecting the appropriate option from the drop down menu in the Send Secure Message pop up.

Dismissing a request puts it in the Patient Portal Archive, which is viewable by clicking on the history icon Archive Icon in the top right hand corner of the Patient Portal Queue. The Patient Portal Archive is searchable using the search bar provided and archived items are shown by date of request and patient name in reverse chronological order.

Help: Un-Archiving Patient Portal Requests

Sometimes you accidentally archive a request without meaning to, or you need to go back and revise the way you handled a request. It's easy to un-archive these requests and push them back into the active queue. From the Patient Portal Queue page:

  1. Click on the history icon Archive Icon in the top right hand corner of the Patient Portal Queue to bring up the list of handled portal queue items.
  2. From the Recent Portal Activity window that pops up, simple find the request you'd like to un-archive and click the Status column (Completed/Rejected/etc):

    Recover a handled message
  3. You'll be prompted to confirm that you want to mark the selected request as un-reviewed. Simply say yes at this prompt.

  4. Close the Patient Portal Queue history window and you should find the message/request back in the active portal queue.

Help: View Patient's Portal Status

Instantly view a patient's portal status by looking at the secure message icon shown in the patient's photo block in the top left-hand corner of the patient dash.

  • Inactive Portal Icon Patient cannot access the Patient Portal because one or more of the following is true for him/her: (1) Patient Portal access is not enabled, (2) no email address on file, or (3) no zip code on file.
  • Unactivated Portal Icon Patient can access the Patient Portal but has never done so.
  • Secure Message Icon Patient is set up on the Patient Portal and has accessed his or her portal account.

Troubleshooting Patient Portal access based on secure message icon color:

  • Inactive Portal Icon Click on the edit icon Edit icon in the Patient Information block and then on the Patient Portal tab in the pop-up window that appears. Make sure that "Patient Can Access Portal" is selected. Click on the basic data tab to make sure that the patient has both an email address and a zip code on file.
  • Unactivated Portal Icon Direct the patient to click on "I am a registered patient. Create my Patient Portal account" on your Patient Portal login page. The patient will need to enter his or her email address, last name, date of birth, and zip code, all of which must match the corresponding information on file with you.
  • Secure Message Icon Direct the patient to click on "I forgot my password" on your Patient Portal login page to reset his or her password. The patient will need to enter his or her email address, last name, date of birth, and zip code, all of which must match the corresponding information on file with you.

If the patient is having trouble setting or resetting his or her password (i.e., is getting an email that his or her account could not be verified), there is likely a mismatch between the verification information being entered (email address, last name, DOB, zip) and the corresponding information on file with you. Double check your information with the patient.

Help: Enable Patient Portal Access

Edit Patient Info 2To enable or disable Patient Portal access for a patient, open the Patient Information pop up by clicking on the pencil icon just below the patient's profile picture, and click on the Patient Portal tab (generally at the far right). Toggle the button for Patient's Access Level to "Patient Can Access Portal" to enable access, or to "No Access to Portal" to disable.

For patients who you add manually (versus those who are added when they sign up via an electronic registration form), Patient Portal access is automatically enabled if "Should the patient be able to activate portal without further confirmation" is checked.

A patient who signs up with your practice via our electronic registration form will automatically have Patient Portal access enabled when the patient verifies his or her email address by clicking on the link in the automatically-generated confirmation email. If that verification step is not completed, Patient Portal access will remain toggled off and you will need to manually enable the patient's Portal account as described above, then have the patient follow the process for resetting his or her password.

Patient Portal Access Popup

To enable Patient Portal access, you will need to have a home zip code and email address on file for the patient. For patients who want to share a single email address, each one must have a unique username for the Patient Portal.

For detailed information about troubleshooting Patient Portal access (written for patients), see Patient Portal - Help for Patients: Accessing your Patient Portal Account.

Important Privacy Note

Before granting access to the patient portal, it is important that you verify with the patient that only he or she has access to the listed email account. Any other people that have access to the account could potentially gain unauthorized access to protected health information, in violation of privacy laws.

Once patient portal access is enabled, be very cautious when changing a patient's email address to make sure that the change request is authorized and not an attempt by a third party to gain unauthorized access.

Help: Invite Existing Patients to Join the Portal

Patients are able to set up their own portal accounts (or reset their passwords) from the patient portal as long as the following information is set up in the EMR:

However, you may instead choose to set up a patient's Patient Portal account in the office. There are two ways to do this:

1. Send the patient an invitation/reset email. This will send an email to their email address on file with a link to (1) set up their username if they do not already have one on file and (2) set a password. To do this for a single patient:

  1. Click on the pencil icon in the upper right of the Patient Information block to open the Edit Information pop out.
  2. Click on the Patient Portal tab and make sure that Patient Portal access is enabled (or click to enable access if it is not).
  3. Click on the link near the bottom to "Send invitation/reset email" to the email address on file. This email will contain a custom link that the patient can click to set up their username, if they do not already have one on file, and set a password.

Edit information pop out

To send invitation/reset emails to multiple patients quickly, you would use the Patient Portal Onboarding Tool:

  1. Click on My Links --> Patient Portal Onboarding Tool to open up a custom report listing all of your patients, showing their current portal status in a colored rectangle beside their name.
  2. If the colored rectangle beside the patient's name is RED, Patient Portal access is not enabled. Click on the rectangle to enable Patient Portal access.
  3. Click on the email address to the right of the patient's name to send an invitation/reset email to that patient.
  4. Repeat as needed for other patients on the list.

2. Manually set the username and password for the patient. This is useful where the patient does not have an email address, is having difficulty receiving confirmation emails at their email address, or is otherwise having a lot of trouble getting set up via the traditional methods. To do this:

  1. Click on the pencil icon in the upper right of the Patient Information block to open the Edit Information pop out.
  2. Click on the Patient Portal tab and make sure that portal access is enabled.
  3. Type in the Patient's Username field to set a username, if there isn't one already specified (text will turn green if it's valid and unique).
  4. Check the box to Manually Set Patient's Portal Password, and type in a password. Then communicate the patient's username and password to him/her in person or over the phone.
  5. Click Edit Patient to save.