What a provider network is
What a provider network is, what your dashboard shows, and the six moves that take a new network live.
A provider network is the organisation that supplies licensed clinicians — and this page, /dashboard, is where a Provider Network Admin sees the whole network at a glance.
Questions people ask about this page
How long does it take to get a network live?
The network side is short. Four required screens in the account-setup wizard, then five settings pages and one invite. Most of the elapsed time is not yours — it is each provider finishing their own 9-step wizard. Start the invites on day one and do the settings while you wait. See Your dashboard and setup checklist.
What is the difference between a provider network, a client, and a practice?
A provider network supplies clinical care: it employs or contracts the Providers who review charts and prescribe. A client is a patient-facing health brand that sells to patients and borrows your clinicians. A practice is a clinic with its own locations and front desk. They are three separate tenant types with three separate apps-worth of pages. Never use the words interchangeably in a support ticket — they route to different places.
Why is there no Patients item in my sidebar?
Because you are a Provider Network Admin. Patients is deliberately absent for that role and present for Provider and Provider Delegate. You reach patient work through Visits (ASYNC), Visits (SYNC), Orders and Prescriptions instead. This is a permission boundary, not a bug.
Why are there two menu items called Visits?
They are told apart only by a small uppercase pill in front of the word. ASYNC Visits is /async-visits — chart reviews a provider completes without the patient present. SYNC Visits is /sync-visits — booked video visits. The number after each one is a pending-work count.
Who created my provider network, and can I create another one?
A GEN Health Super Admin creates every provider network. A Provider Network Admin cannot create one, and cannot create their own client-invitation links. You can create clients from Clients and invite people into your own network, but the network record itself comes from GEN Health.
What do the three numbers at the top of my dashboard mean?
Onboarding counts network users who have not finished their own setup wizard — a number above zero means someone cannot work yet. Providers counts every Provider and Provider Delegate in the network. Linked Clients counts the clients connected to you. None of the three is clickable.
Do my providers see this same dashboard?
No. A Provider or Provider Delegate opens /dashboard and gets a different page: an Action items section, four metric cards under Status and Your client, the same Recent clinical activity tables, and a Getting started card. They never see the Users table or the Set up your account card.
Where to find it
Left menu → Dashboard. Direct link: /dashboard. Visible to: Provider Network Admin, Provider, Provider Delegate — each role gets a different dashboard.
Getting a network live, in six moves
This is the whole happy path. Everything else in this category is the detail underneath one of these six.
Finish the account-setup wizard
Four screens: Account, Address, Payment, Policies. It blocks the app until you finish it. See Finish account setup.
Set your timezone and operating hours
/settings/overview. Providers cannot set their own availability until you do. See Network overview and operating hours.
Invite your clinicians
/providers → Add Provider. Send these on day one, because each provider then has their own 9-step wizard to finish. See Providers, admins, and delegates.
Build the catalogue
Forms at /forms, protocols at /protocols, labs at /labs. A protocol is a clinical rule set — what a patient must complete before a provider may treat them.
Connect prescribing
/integrations for pharmacies, and ScriptSure if your network e-prescribes.
Link a client and run one test patient
/clients, then walk one order end to end before you tell anyone you are open.
Only two of these six are on the critical path for a first visit: the wizard, and one provider who has finished their own wizard. Everything else can be filled in while invitations are out.
What is on this page
| What you see | What it does |
|---|---|
| Good morning, {your first name}! 👋 | The page heading. It swaps to Good afternoon and Good evening by clock time. |
| Welcome to your provider network admin dashboard. | Subtitle. Confirms you are in the admin view and not a provider view. |
| Open reports | Button, top right. Goes to /reports. |
| Onboarding / Providers needing setup | Count of network users whose own setup wizard is unfinished. Not clickable. |
| Providers / All providers | Count of Providers plus Provider Delegates in this network. Not clickable. |
| Linked Clients / Connected clients | Count of clients connected to this network. Not clickable. |
| Recent visits | Table under Recent clinical activity. Columns Last updated, Patient, Provider, Status, Actions. Each row carries an ASYNC or SYNC pill. Clicking a row opens that visit. |
| Recent prescriptions | Table with Created, Patient, Provider, Status, Actions. |
| Set up your account | Checklist card, described in Your dashboard and setup checklist. Its progress reads {done}/{total} · {percent}%. |
| Users | The table of everyone in your network, with an Add button. This is where you invite Network Admins and Provider Delegates. |
There is no notification bell in the top bar. Unread counts ride on the sidebar items themselves — Notifications, Messages, Visits (ASYNC) and Visits (SYNC) each show a number when there is work waiting.
Who does what, and where
| Area | Nav item | Who does the work |
|---|---|---|
| Clinical team and credentials | Providers | Provider Network Admin only |
| Client relationships | Clients | Provider Network Admin; Provider Delegate can view |
| Forms, protocols, formulary, labs | Forms, Protocols, Formulary, Labs | Admin authors; Providers and Delegates read-only |
| Chart reviews and live visits | Visits (ASYNC), Visits (SYNC) | Providers decide; admins and delegates route |
| Prescriptions and order follow-up | Prescriptions, Orders | Providers prescribe; admins and delegates follow up |
| Patient and staff conversation | Messages | All three network roles |
| Network configuration | Settings, Billing, Integrations | Provider Network Admin only (Settings and Billing do not exist for the other two roles) |
How a patient reaches one of your providers
The patient buys through a client
Patients never belong to your network directly. They belong to a client, and the client borrows your clinicians.
The gates clear
Payment, required intake forms, required labs, and scheduling if the protocol demands a live visit. Until every gate clears, no provider sees the work.
A provider takes it and decides
Async work lands in Visits (ASYNC) → To Do to be claimed; booked video visits land in Visits (SYNC). The provider approves, denies or defers in the visit charting workspace, and prescribes if the protocol allows it.
Fulfilment and follow-up
Orders, Prescriptions, Messages and Notifications carry it to the end.
Statuses you will see here
The dashboard tables show statuses that are owned by other pages. These are the ones that appear most often.
| Status | What it means | What to do |
|---|---|---|
| Pending Review | A visit nobody has claimed yet. Also the fallback when nothing else is set. | A provider claims it from Visits (ASYNC) → To Do. |
| Under Review | An async chart is open with a provider. | Wait, or reassign from Visits (ASYNC) → In Progress. |
| Pending Patient Scheduling | A video visit exists but the patient has not booked a slot. | The patient books. Staff can book for them from the patient profile. |
| Confirmed | A video visit slot is booked. | Attend it. |
| Completed | The visit is finished, or the chart decision was approved. | Nothing. |
| Deferred / Denied | A provider's clinical decision. Hovering the badge shows the reason. | Denied does not refund the patient. See Orders. |
| Cancelled | The visit was cancelled. Never auto-refunds; rebooking reuses the paid visit charge. | Rebook. |
On the Users table the Status column reads Active, Pending (invited, never signed in) or Inactive. See Providers, admins, and delegates.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| A wizard covers the whole app and will not close | Your account setup is unfinished. The dialog cannot be dismissed by clicking outside it. | Complete all four steps. The only other way out is the red Log out link. See Finish account setup. |
| Onboarding shows a number above zero | Someone you invited has not finished their own wizard, so they cannot work. | Open /providers, find the Onboarding badge, and send them a magic link. See What each provider must complete. |
| No Formulary item in the left menu | The item appears only when the network has an OnlyScripts pharmacy connected. The answer is cached for 24 hours. | Connect the pharmacy at /integrations, then reload the page. |
| A number on Visits (ASYNC) that nobody can clear | The work is real but no provider is eligible — usually no finished provider account, or state-licensure filtering. | Check /providers, then /settings/operations → Require patient-state licensure. |
| You cannot open a patient record | Provider Network Admins have no Patients page. | Open the patient from a visit, order or prescription row instead. |
| Page not found after following a link | Some in-app links point at routes that do not exist for this role. | Use the left menu. Two known bad links are listed in Your dashboard and setup checklist. |
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