Your daily routine
The morning sweep: the six pages to check every day, in the order they appear in the left menu.
This is the morning sweep — the seven pages a Client Staff member checks every day, in the order they appear in the left menu, with a link to the full guide for each.
Questions people ask about this routine
How long should this take?
Fifteen minutes on a quiet day. You are not reading every record — you are checking seven queues, clearing what is one click, and noting what is not.
Which page do I open first?
Dashboard, for the Alerts card. The card is only rendered when there is an alert, so no card means nothing is blocked. When it is there it holds two kinds of row: a Message from your provider network, with Open conversation, and a Payment needed row, with View details. Both stay until a person acts, and nobody else is watching them.
The Messages badge says 12 but the Forms badge says 3. Does clearing one clear the other?
No. Every badge in the left menu is its own counter with its own reset. Messages counts unread conversations for you and clears when you open each thread with the window focused. Forms counts submissions awaiting review and clears when you work the queue.
Half of these queues are waiting on a provider. What am I meant to do?
Nothing, and knowing that is the point. Orders at Pending Review or Under Review, and prescriptions at Queued for review, belong to your provider network. Skip them. Spend your time on rows where the patient or your team is the blocker.
Some of these menu items are missing for me.
Review-only (Good Faith Exam) clients have no Orders, Prescriptions, Products, Labs, Messages, Formulary or Billing. If those are gone, your routine is Dashboard, Patients, Forms and Visits.
Where do I write down what I found?
On the patient record, in the Comments rail beside the tabs. That is staff-only and it is the only note the next person will actually see. Set it to Internal unless you want your provider network reading it.
Where to find it
This guide is a route, not a page. Every stop is a real left-menu item. In Client Staff nav order: Dashboard, Patients, Messages, Visits, Forms, Prescriptions, Orders.
The sweep
1. Dashboard — clear the Alerts
Click Dashboard. If an Alerts card is showing, work it. A Payment needed row opens a dialog of the same name — "Update the OnlyScripts payment details so this order can continue." Until someone does that, the order is not moving. A Message row takes you into the provider-network thread with Open conversation. No card at all means nothing is blocked. The Set up your account checklist is not on your dashboard — it is only shown to a Client Admin.
2. Patients — check who is stuck
Click Patients. Look for the Needs attention filter button in the filter row. It only lists blockers that have real patients behind them: Onboarding required, Forms required, Telehealth visit required — and the button itself is missing when nobody is blocked, which is the answer, not a fault. Work them from the row menu — Send Login Link for someone who cannot get in, Invite to Lab Test for a lab.
3. Messages — answer the unread
Click Messages. The number on the menu item is unread conversations for you. Click the Unread pill, then work top to bottom. Keep the browser window in front — a thread is only marked read while the tab is visible and focused. Anything clinical goes to Conversation actions → Escalate. When you are done, click Back to navigation at the top of the inbox: while you are on Messages the inbox replaces the left menu, and that button is the only way back to it.
4. Visits — look at today and tomorrow
Click Visits. The History table lists every appointment. Anything at Pending scheduling means the patient has not picked a slot — open their record and use Resend scheduling email, or book it for them from the profile's Visits tab.
5. Forms — clear the review badge
Click Forms. The badge counts submissions awaiting review. Open the Submissions tab and work through them. This badge does not clear itself.
6. Prescriptions — find the silent failures
Click Prescriptions. Filter All statuses to the red ones — Failed, API Submission Failed, Error, Payment Failed. The patient sees only Processing on these, so nobody is chasing you. Hover the warning triangle for the cause and its fix.
7. Orders — work the Action needed filter
Click Orders. Clear the amber processing-fee banner if it is showing, then open the Action needed filter. It lists only categories that have rows: Review lab, Review results, Review uploaded result, Review prescription, Held fee. Finish by setting Payment to Unpaid and sending reminders in bulk.
8. Write it down
Anything you could not finish goes in the Comments rail on that patient's record, set to Internal. A queue you cleared is worth nothing if the next person repeats your work.
What is on each stop
| Stop | What you are looking for | Full guide |
|---|---|---|
Dashboard · /dashboard | The Alerts card, and the Set up your account checklist while you are going live. | Your dashboard and setup checklist |
Patients · /patients | The Needs attention filter when it is there; accounts that cannot sign in. | Patients list |
| A patient's record | Nine tabs of detail, and the Comments rail for handover notes. | Patient profile |
Messages · /messages | The Unread pill, and anything that needs escalating. | Messages |
Visits · /visits | Appointments at Pending scheduling. | Patient profile — booking lives on the Visits tab |
Forms · /forms | The Submissions tab and its badge. | Forms, consents, and public links |
Prescriptions · /prescriptions | Red statuses, and refills worth starting. | Prescriptions and refills |
Orders · /orders | The processing-fee banner, Action needed, and unpaid orders. | Orders |
Statuses that mean "not your job"
Half of what looks urgent belongs to somebody else. Learn these five and you stop chasing ghosts.
| Status | Where | Who owns it |
|---|---|---|
| Pending Review | Orders | A provider has not claimed it yet. Nothing you do speeds this up. |
| Under Review | Orders | A provider has it open right now. |
| Queued for review | Prescriptions | Your own team. Click Review in the Action column on Orders — Client Staff and Client Admin can both do it. |
| Awaiting review (plain text, no button) | Orders | A Client Admin. This is a lab review — releasing a lab or marking results read is Client Admin only, so Client Staff sees the words and no control. |
| Sent to Lab | Orders | The lab. It stays here for the entire kit journey — it is not stuck. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| You cleared everything but a badge is still showing | Each badge has its own reset. The Messages badge specifically needs the browser window focused. | Click into the window with the thread open, or work the matching queue for whichever badge it is. |
| A queue looks empty but patients are complaining | A filter is still applied from your last visit — the Visits page in particular remembers your filters between sessions. | Clear the filters before you judge a queue empty. |
| Buttons your colleague describes are missing | You are Client Staff. Create order, Bulk, Review lab, Review Results, Cancel visit, form editing and knowledge base management are all Client Admin only. | Escalate to a Client Admin rather than assuming something is broken. |
| Whole menu items are missing | Your client is review-only, or a feature has not been set up — Formulary needs an active pharmacy connection before it appears at all. | Ask your Client Admin which model your account is on. |
| No Needs attention button on Patients | The button only renders when at least one patient is actually blocked. | Nothing. Its absence means the queue is empty — do not go hunting for the filter. |
| The left menu vanishes on Messages | Expected. The inbox takes over the sidebar while you are on that page. | Click Back to navigation at the top of the inbox. Nav links are unreachable until you do. |
| No Alerts card on the Dashboard | The card only renders when there is an alert. | Nothing is blocked. Move on to Patients. |
| The same blocker hits patient after patient | Your setup, not the patients. | Tell your Client Admin. The fix is in a form, a product rule or a notification setting, not in the individual records. |
Next
Was this helpful?