Link and onboard a client
Client Management is a spreadsheet of every client and lead your network works with, and the place a lead becomes a real account.
Clients opens Client Management — a spreadsheet of every organisation your network works with, from a lead you met last week to a live client seeing patients today.
Questions people ask about this page
Where is the button to invite a client by email?
There is no invite-by-email control on this page. Two things exist instead: Add record tracks an organisation with no account and emails nobody, and Create account provisions a real GEN Health client tenant and then offers to invite its admins. Your network's standing client-invitation links live on the network's own administrator surface, not here.
Why does this look like a spreadsheet instead of a table?
Because it is one. The page has two surfaces and remembers your choice: the grid icon is Sheet view (keyboard navigation, inline editing, per-cell history) and the rows icon is Table view (a classic table with a Columns picker). Sheet view is the default.
Every status cell on the Practice row says N/A.
Practice rows are read-only here. A Practice is a different tenant type — it runs clinical locations and appointments — and its status, assigned providers, notes and custom cells all render N/A. Only Has account and Record only rows are editable.
Can I rename "Contract status" or add my own columns?
Yes. Customize opens Customize table — Statuses, colors, and custom fields. Rename any field, edit its options and colours, and add your own with Add a custom field. In sheet view the Add column button does the same thing inline. Because a network can rename everything, the labels in this guide are the defaults.
Who else can see this page?
Provider Network Admins and Provider Delegates. A Provider Delegate gets it read-only: Customize, Create account, Add record and Columns are hidden and no cell can be edited. Everyone else sees Access Denied.
Who changed this cell, and when?
Right-click the cell and choose Cell history. Every value change and comment on that one cell is listed. Comment on cell adds a note in the same place — the composer placeholder is Comment on this cell….
I opened a client and half the controls are missing.
Check whether your network is that client's primary or an additional network. The primary network controls provider assignments, workflow permissions, labs and core client settings. An additional network manages only its own protocol access and pricing. That is a boundary, not a bug.
Where to find it
Left menu → Clients. Direct link: /clients. Visible to: Provider Network Admin (full) and Provider Delegate (read-only).
Page heading: Client Management. Subtitle: Track every client and lead — statuses, notes, and onboarding — in one place. To open one client's record: /clients?client=<clientId>.
What is on this page
| What you see | What it does |
|---|---|
| Grid icon, Sheet view | The spreadsheet grid. Keyboard navigable, inline editing, per-cell history. The default. |
| Rows icon, Table view | A classic table. Adds a Columns picker; Client and Notes cannot be hidden. |
| Customize | Opens Customize table — rename fields, edit option labels and colours, add custom fields. |
| Create account | Opens Create Client and provisions a real GEN Health client tenant. |
| Add record | Opens Add to Client Management — a tracked row only, no account. |
| Export CSV | Downloads the visible rows. |
| Search box | Placeholder Search clients and leads.... It searches the name only. |
| All Types | Filter by Clients, Leads, Practices. |
| Per-column filters | One per visible column — All EMR Status, All Status, All Contract status, All Payment status, All Assigned Providers, All Notes. |
| Add-row cell | The last row of the sheet: Add a client or lead — type a name and press Enter. |
Columns, in default order: Client, EMR Status, Status, Contract status, Payment status, Assigned Providers, Notes. Custom fields append to the right.
How to track a prospect that has no account
Open the page
In the left menu, click Clients.
Add the row
Click Add record. The dialog Add to Client Management opens: Track a client or lead — no account is created.
Fill it in
Client name (placeholder e.g. Contour Health), Primary contact (optional), Contact email (optional). Click Add record.
Or type it straight into the grid
In sheet view, click the last row — Add a client or lead — type a name and press Enter — type the name and press Enter.
Fill in what you care about
The new row carries an amber Lead badge in the Client cell (sheet view) — the same row reads Record only in table view and on the record card. Set Status, Contract status and Payment status by clicking each cell. Nothing is provisioned and nobody is emailed.
Never put patient health information, payment-processor keys or integration secrets in a client note or a cell comment. These are commercial records, not clinical ones.
How to turn a lead into a real client
Open the row's actions
Right-click the lead's row and choose Convert to account, or open its record card and click Convert to account.
Choose a path
The dialog Convert to client account opens: Create a new account or link an existing one. Pick Create new account (Provision a new Gen Health client.) or Link existing (Attach to a client already in your network.).
If linking, find the client
Search in Search your clients… and pick from the Clients in your network list.
Confirm
Click Create account or Link account. In sheet view the amber Lead badge on the Client cell disappears; in table view and on the record card the badge changes from Record only to Has account. Notes and history stay attached to the row.
How to create a client account from scratch
Start it
Click Create account. The dialog Create Client opens: Create a new client and associate it with a provider network.
Set status and model
Status * is Active or Inactive. Model * is Review Only (your providers review, nobody prescribes), Review + Prescribe (review and prescribe), or Affiliate (patients pay through your network's processor). The model decides where money flows — get it right now.
Name and brand it
Client Name *, Website (https://example.com), Client Icon, Client Logo, and Primary Color, Secondary Color, Background Color. The two colour fields left blank read Auto-generated.
Create
Click Create Client. The toast reads Client created successfully. The dialog then offers to invite the client's first users as Client Admin or Client Staff — use Send Invites, or Skip for now and invite them later.
Give them clinicians
Back on the sheet, open the row's Assigned Providers cell and pick who serves them. Without an assignment nobody in your network can review their visits.
How to work the grid
Move around
Arrow keys, Tab, Home, End, PageUp and PageDown move the selection. Enter or F2 edits a cell; Delete or Backspace clears it. The client name can never be cleared.
Use the column menu
Click a column header for Sort A → Z, Sort Z → A, Rename column, Edit options, Insert column left, Insert column right, Move left, Move right and Hide column. A column you created also offers Delete column.
Add your own column
Click Add column at the right edge. Type a Column name, pick a type — Text, Dropdown, Multi-select, Date, Number, Money — and click Add column.
Right-click a cell
The cell menu holds Open client profile, Open record card, Cell history, Comment on cell, Copy and Clear cell. Lead rows add Convert to account and a red delete.
Open the record card
Click the Notes cell, or choose Open record card. A drawer opens with the record name, its badge, the three status rows, Contacts when set, and Activity & comments with a composer (Add a comment…, Cmd or Ctrl + Enter posts).
Everything a network configures for one client — assigned providers, visit fees and invoices, available protocols, workflow permissions — lives on that client's own record, not on this sheet. See Client record.
Every setting on this page
| Setting | What it controls | Default |
|---|---|---|
| View mode | Sheet view or Table view. Remembered per browser. | Sheet view |
| Columns (table view) | Which columns show, and their order. Client and Notes are locked with {label} is always shown. | All shown |
| Customize table → field name | Renames a column, including the built-in status fields. | Default labels |
| Customize table → option editor | Adds, renames, reorders, recolours or removes the values a status field offers. New options are created as New option. | Defaults below |
| Add a custom field | A new column. Types: Text, Number, Money, Date, List. Existing fields can also be Multi-list or Providers. | None |
| Add column (sheet view) | Same, inline. Types: Text, Dropdown, Multi-select, Date, Number, Money. | None |
| Status cell | Your relationship stage with the organisation. | Unset — shows Set status |
| Contract status cell | Where the paperwork stands. | Unset |
| Payment status cell | Where the money stands. | Unset |
| Assigned Providers cell | Opens the assignment popover — Assign all, Unassign all, search, and a mode badge. | Depends on the client |
| Notes cell | Opens the record card and its comment thread. | Empty — shows Add note |
| EMR Status cell | Read-only. Owned by the GEN Health onboarding pipeline. | Not editable |
Statuses you will see here
The three editable status fields can be renamed per network, so these are the defaults.
| Status | What it means | What to do |
|---|---|---|
| Has account (row badge) | The row is a real GEN Health client tenant. | Open the client record to configure it. |
| Lead (amber, sheet view) · Record only (table view and record card) | The same thing under two names: a tracked lead with no tenant. The record card adds Tracked record — not yet a Gen Health account. | Use Convert to account when they are ready. |
| Practice (row badge) | A Practice tenant linked to this network. Read-only union row. | Nothing here — every other cell shows N/A. |
| Lead (EMR Status) | Not yet in onboarding. Forced onto every row with no account. | Nothing — platform-owned. |
| Onboarding (EMR Status) | In the GEN Health onboarding pipeline. | Nothing — platform-owned. |
| Live (EMR Status) | A live client. | Nothing — platform-owned. |
| Churned (EMR Status) | Churned. | Nothing — platform-owned. |
| — (EMR Status) | No pipeline record exists for this row. | Nothing. |
| Intro Made · Demo Scheduled · Demo Done · Onboarding · Live Seeing Patients · Canceled | Default options for Status — your commercial stage. | Move it to Live Seeing Patients when the client's first real patient is served. |
| Finalizing Contracts · Contracted · Terminated | Default options for Contract status. | Keep it current — nobody else updates it. |
| Not billing · Invoiced · Paid · Overdue | Default options for Payment status. | Reconcile against the client's invoices on the client record. |
| All active providers / Custom assignments | The assignment mode badge in the provider popover. | Switch to custom when only some providers should see that client's workload. |
Onboarding and Live mean two different things on this page. EMR Status is the platform's pipeline and you cannot edit it; Status is your own commercial tracker. A row can read Live in one column and Demo Done in the other.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| This client is still finishing setup — try again in a moment. | You edited a cell on a client that was created seconds ago. | Wait a moment and retry. |
| Unable to save change / Unable to update | The cell write failed. | Reload and check the stored value before retyping. |
| Access Denied — Only Provider Network Admins and Provider Delegates can access this page. | You are signed in as a Provider. | Ask a network admin. |
| No Add record, Create account, Customize or Columns buttons. | You are a Provider Delegate. The page is read-only for you. | Ask a Provider Network Admin to make the change. |
| A client exists but their patients or orders are missing. | Usually the provider side, not the client side. | Confirm the client is linked to this network, a provider is active and assigned, and that provider holds a licence in the patient's state unless the network's licensure override is on. |
| You deleted a column by mistake. | Delete column? warns “{label}” and its values will be removed for every row. Cell history is kept on each record. | Recreate the column and read Cell history on each row to restore values. |
| Pick a client to link to | You chose Link existing without selecting a client. | Search and select one first. |
| You want a client's visit fee or invoices. | Those are not on this sheet. | Open the client and use its Account and billing card. See Client record. |
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