Link your provider network
GEN Health links your brand to a provider network. This page shows you how to confirm the link is really there.
Every clinical decision on your account is made by a provider network — the licensed medical group your brand is linked to. This page is how you confirm that link exists.
Questions people ask about this page
Do I link the network myself?
No. There is no screen anywhere in your account that links or unlinks a provider network. GEN Health sets it on your client record after your contract is signed. Your job is to confirm it happened.
Where is the "Provider Networks" section on Integrations?
There is not one. /integrations has exactly three sections: Pharmacies, Labs, and Tools. Older guides sent people to a Provider Networks section that does not exist for a client. Use the two checks below instead.
What is the fastest way to see my network's name?
Left menu → Products. Read the Owner column. If it shows your network's name on the product rows, you are linked.
Nothing is linked yet. Can patients still buy?
They can reach a storefront, but no order can be reviewed and no prescription can be written, so orders stall. Do not send patients anywhere until this is done.
Can I be linked to more than one network?
Yes. One network is your primary and there can be additional ones. Every linked network appears as its own recipient tile in Support → Create Support Ticket (the page opens on the usually-empty Incoming Requests tab; the button is on both tabs), and network-owned products show that network in the Owner column.
How do I know which contract arrangement I am on?
Open /billing. A grid of payment-processor tiles means you collect patient payments yourself. No grid, and a subtitle saying payments are processed through your provider network, means you are on the Affiliate arrangement. No Billing item in the left menu at all means you are Review Only.
How long does linking take?
The app has no timer and no progress screen for it. Ask your GEN Health contact for a date, or raise a ticket to GEN Health from /support.
Before you start
- Your signed agreement with a provider network.
- The name of the network exactly as it will appear in the app.
- The name and email of your GEN Health contact.
Who does what: GEN Health links your brand to the network. You confirm it. Time: about five minutes to confirm, once GEN Health has done the linking.
Where to find it
There is no single "provider network" page. You confirm the link from two pages you already have. Left menu → Products (/products) and left menu → Support (/support). Visible to: Client Admin, Client Staff. /integrations does not show your network.
What a provider network does for you
| They own | You own |
|---|---|
| The licensed clinicians who review your patients | The brand, the storefront, the prices |
| Protocols — their approved clinical template for each treatment | Which of those protocols you turn into a product |
| The approve / deny / defer decision on every order | Chasing the patient for what the decision needs |
| Which US states they can treat in | Who you market to |
| Their own required intake forms | Your own intake forms and consents |
How to confirm your network is linked
Open Products
In the left menu, click Products. The page title is Products.
Read the Owner column
Each row shows Image, Name, Description, Category, Owner, Type, Price and Actions. Your provider network's name in Owner is proof of the link.
Filter by Owner if the list is long
Click the Owner filter in the toolbar. Your network is one of the options.
Cross-check in Support
In the left menu, click Support. It opens on the Incoming Requests tab, which is empty for most clients — that is normal, and your own tickets sit on the second tab, Your Support Tickets. Either tab carries the same button: click Create Support Ticket. The New Support Ticket dialog opens on the question Who is this ticket for? with a tile for GEN Health, a tile for OnlyScripts, and one tile per linked provider network showing its name.
Close the dialog
Click Close dialog. You were only reading the recipient list; nothing is sent.
Two independent checks beat one. The Owner column proves the network's catalogue reached you; the Support recipient tile proves the account link itself.
How to see the network in Messages
Open Messages
In the left menu, click Messages.
Switch to the network thread
Use the Provider Network tab. This is the shared thread between your team and the network's team.
Use it for operational questions
Turnaround times, coverage, a patient the network keeps deferring. Use Support instead when you need a tracked ticket with a status.
If Messages is not in your left menu, your account model is Review Only and messaging is switched off for it.
The three contract arrangements
| Arrangement | Who charges the patient | What you can sell | How you tell |
|---|---|---|---|
| Review + Prescribe | You, with your own processor | Products, labs, and visits; providers review and prescribe | /billing shows the processor tile grid |
| Review Only | Nobody, on-platform | Good Faith Exam clearances only | No Billing, Formulary, Labs, Messages, Orders, Prescriptions or Products in the left menu |
| Affiliate | Your provider network | Products the network owns | /billing loads but has no processor grid |
You cannot change your arrangement from inside the app. It is set on your client record when the account is created.
Signals you will see here
| What you see | Where | What it means |
|---|---|---|
| Your network's name in Owner | /products | Linked, and the network's catalogue has reached you. |
| Client-owned in Paired formulary | /products, once a pharmacy is connected | A product your brand owns. It does not use network formulary pairing. |
| No provider network in Paired formulary | /products, once a pharmacy is connected | That product has no network attached, so it can never be paired to a medication. |
| No network protocols in Paired formulary | /products, once a pharmacy is connected | A package with no provider-network protocol inside it yet. |
| A tile with your network's name | /support → New Support Ticket | The account link exists. |
| Only GEN Health and OnlyScripts tiles | /support → New Support Ticket | No provider network is linked yet. |
The Paired formulary column does not exist until a pharmacy integration is connected, so on a brand-new account the Owner column and the Support recipient tile are your only two signals. There is no stored "linked / pending / disconnected" status for a client-to-network link, so nothing in the app will ever show one. The presence or absence of the signals above is the whole answer.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
No Provider Networks section on /integrations | There never was one for a client. | Use the Owner column on /products. |
/products is empty | The link is missing, or the network has not granted you access to its protocols yet. | Check the Support recipient tiles first. If your network is listed there, chase catalogue access with the network. If it is not, chase the link with GEN Health. |
| Wrong network name in Owner | Your account was linked to a different network, or to more than one. | Raise a ticket to GEN Health naming the network you contracted with. |
| You cannot find where to unlink a network | Clients cannot unlink. | Raise a ticket to GEN Health. |
| Orders sit forever with no provider decision | The link may exist but the network has no provider assigned to you, or none licensed in the patient's state. | Message the network on the Provider Network tab in Messages, or raise a ticket to the network from /support. |
| You expected to be able to add a doctor | Providers belong to the network. | Ask the network to add them. Your Add new user dialog only offers Client Admin and Client Staff. |
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