Your daily routine
The order to work your queues in as a provider: what to open first, what each sidebar badge counts, and the two dialogs that meet you at login.
This is the order to work your queues in as a provider, from the two dialogs that meet you at login to the last unread message of the day.
Questions people ask about this page
A "Required Knowledge Base Review" box appeared and I cannot close it. Is it broken?
No. It is a hard gate. Your network marked one or more knowledge-base items as required, and the dialog stays until you have opened every one. The X does nothing on purpose. Click Review on each item; a finished item flips from Pending review to Completed and its button becomes Review Again. It applies to Providers and Provider Delegates, not to Provider Network Admins.
Why are there two menu items called "Visits"?
Because there are two kinds of visit. They are told apart only by a small pill in front of the word: ASYNC Visits is /async-visits, chart reviews you complete without an appointment. SYNC Visits is /sync-visits, scheduled live video visits. Every instruction in these guides names the pill for that reason.
What do the numbers next to the menu items count?
Each badge counts something different and each clears differently. ASYNC Visits counts pending async visits plus visits assigned to you that need action. SYNC Visits counts pending sync visits. Messages counts unread conversations for you personally, capped at 9+. Clearing one does not clear the others.
Where do I start — Dashboard or the queue?
Dashboard, but only for ten seconds. Read Action items and the Pending review / Under review counters, then go to ASYNC Visits. The dashboard is a summary; it is not a work queue.
Why is the app asking me to set availability when I only do chart reviews?
The Set your availability prompt checks the next three full weeks and does not know that you only take async work. It is dismissible: click Remind Me Later. If you never take scheduled video visits you can keep dismissing it.
Is there an "Ask AI" button on every page?
No. There is no app-wide assistant in the provider app. Ask AI lives in the footer bar inside a visit, where it can read that one patient's chart. A separate AI assist appears in the message composer and in the form builder. Nothing sits in the top bar.
Where did the "Chart Reviews" menu item go?
There is no Chart Reviews item in the sidebar. The dashboard's Getting started card still mentions one; it is stale. Chart reviews live under ASYNC Visits.
Where to find it
This routine crosses pages. It starts at Left menu → Dashboard (/dashboard) and moves down the sidebar. Visible to: Provider and Provider Delegate; a Provider Network Admin sees a different dashboard and a longer menu.
The two dialogs that meet you at login
| Dialog | What it is | How you get past it |
|---|---|---|
Required Knowledge Base ReviewReview each required item before continuing in the portal. | A hard block. Your network flagged knowledge-base documents as required reading. | Click Review on every item until each reads Completed. There is no working close button — this is by design. |
| Set your availability | A reminder that you have thin or no bookable hours in the next three full weeks. | Manage Availability opens your schedule. Remind Me Later dismisses it. |
The availability check ignores the current week. It stays hidden once you have either two days in any one of the next three weeks, or three days across all of them.
Day one: three things before any queue works
1. Clear the knowledge-base gate
Click Review on every row of Required Knowledge Base Review until each reads Completed. Nothing else in the product works first.
2. Set your Preferred Protocols
Left menu → My schedule → the Capabilities tab → tick the protocols in Preferred Protocols → Save Preferred Protocols. Until you do, Claim is greyed out on every async visit and the reason is hidden in a browser tooltip.
3. Publish availability, if you take live visits
Same profile, the Scheduling tab. Skip it if you only do chart reviews.
Your morning: work the queues in this order
1. Read the Dashboard for ten seconds
The heading greets you by first name. Under Action items you may see Google Calendar with a Set up calendar button, and ScriptSure setup with a status badge. Under STATUS, Pending review is unclaimed work and Under review is work in flight.
2. Open ASYNC Visits and clear To Do
Left menu → ASYNC Visits. Start on the To Do tab: these have no provider. Click Claim on the oldest row you are eligible for — that opens the charting workspace immediately, so only claim what you are about to work. A greyed-out Claim always states its reason in the tooltip.
3. Finish what you already own
Switch to In Progress and use the scope pill to show My Visits. Reopen a chart with Continue, or Start if you claimed it and closed the window without opening it. A red count on the tab means work assigned to you needs action.
4. Chase Pending Patient Response
Still on In Progress, scroll to the second table, Pending Patient Response. These are yours but waiting on the patient. A patient reply moves a row back on its own; Move to In Progress does it by hand.
5. Confirm today's SYNC visits
Left menu → SYNC Visits. Read Today's Schedule on the left. Start Visit unlocks 30 minutes before the slot; before that the button reads Too Early and is disabled. Continue Visit reopens one already running.
6. Clear prescription exceptions
Left menu → Prescriptions. Check the Requires Approval tab first, then filter the main table by All statuses for failures. Hover any red status pill to get the cause and the fix.
7. Read Messages last
Left menu → Messages. Click the Unread pill to work only what is new. A thread is marked read only while its tab is visible and the window is focused.
During the day
- Keep To Do from ageing. Unclaimed reviews are the only queue with nobody's name on them.
- Use Save & Exit inside a chart rather than leaving the browser tab open — it flushes your notes and you can return to the same step later.
- If a chart needs one more answer from the patient, use Need Clarification in the chart footer instead of holding the chart open.
- Use the floating Start a new message button in the bottom-right corner to answer a patient without losing your place in a queue.
End of day
- No claimed chart is still sitting on the Attestation/Decision step with no decision.
- Every visit you started is either decided, deferred, escalated, or explicitly waiting on the patient.
- Tomorrow's SYNC Visits row shows a real time and a real patient.
- Nothing red is left on the Prescriptions page.
Statuses you will see across the day
| Status | Where | What it means |
|---|---|---|
| Pending | ASYNC Visits, To Do | Unclaimed. Anybody eligible can take it. |
| Under Review | ASYNC Visits, In Progress | A provider has the chart. |
| Has SOAP | ASYNC Visits, In Progress | SOAP documentation exists. Shown alongside Under Review. |
| Pending Patient Response | ASYNC Visits, In Progress | You asked the patient for information and moved on. |
| Approved / Denied / Deferred | ASYNC Visits, Done | Your decision. Each one ends the review. |
| Sent to pharmacy | ASYNC Visits, Done | A prescription was transmitted for that review. |
| Confirmed | SYNC Visits | Booked. Attend it. |
| In Progress | SYNC Visits | The video call is live. |
| Pending Patient Scheduling | SYNC Visits | A visit exists but the patient has not booked a slot yet. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| The knowledge-base dialog will not close | Required items are unread. | Open each item with Review. The X is inert by design. |
| To Do is empty but your network says work exists | Your network enforces patient-state licensure, so rows for states you are not licensed in are hidden, not greyed out. | Ask your Provider Network Admin to check your licences under Providers → your profile → Credentials. |
| Claim is greyed out | Missing visit link, missing chart review link, controlled medication with no DEA on file, or the protocol is outside your Preferred Protocols. | Hover the button; the tooltip names the exact reason. |
| A message badge will not clear | The thread is open in a background tab. | Bring the window to the front with the thread open. Read state needs a visible, focused window. |
| Start Visit reads Too Early | You are outside the join window for that appointment. | Wait. The button enables itself. |
| No Notifications item in your sidebar | /notifications is Provider Network Admin only. | Providers get their alerts as sidebar badges and dashboard action items instead. |
| The dashboard tells you to use "Chart Reviews" and "Visits" | Stale copy in the Getting started card. Neither is a menu item. | Use ASYNC Visits and SYNC Visits. |
| Every Claim button is greyed out on your first day | You have no Preferred Protocols ticked. | Left menu → My schedule → Capabilities → tick them → Save Preferred Protocols. |
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