All About Patient Portal

Let's check out how patients can access and manage the patient portal. 

Topics Covered

• Check Patient Portal Status
• Access Patient Portal
• Actions on the Home Page

Dive deep with this detailed walkthrough video

• Check and Sign Pending Forms
• View Upcoming and Past Treatments
• Manage Financials
• Manage Appointments
• View and Upload Documents
• Account Details
• Sign Out

Explore this video for a thorough walkthrough.

Check Patient Portal Status

Practices can easily check a patient's portal status by following these steps.

• Select the desired patient using the Global Search Bar.

• Click on the Patient Portal drop-down.
• Click Check Status.
• If the patient portal is active for the selected patient, a toast notification will state that 'Patient portal is active'.

Access Patient Portal

The patient can click on the link provided by the practice to access the patient portal. 

• From the Patient Overview page, click on the Patient Portal drop-down menu.
  • Click Send Link.
  • This action will send a patient portal link to the patient.

Once on the sign-in page, the patient can perform the following steps,

• Select the email address to receive the code.
• Click GET VERIFICATION CODE.

• Copy the code received on the patient's email address.

• Paste the verification code on the patient portal and click VERIFY AND LOGIN.

• If your information is not correct on the first sign in page, click on THIS IS NOT MY INFO.
  • Enter the First Name, Last Name, and Date of birth.
  • Click NEXT.

After logging in, you will arrive at the patient's Home page.

Actions on the Home Page

Let's explore all the sections in the patient portal.

On the HOME page,

• If the patient has another family member, you can select the required member from the Select Family Member drop-down.
• Click BOOK AN APPOINTMENT to navigate to the Online Appointment Portal.
  • Here you can book an online appointment all by yourself or request the practice to book an appointment for you.
• When the Responsible Party (RP) is selected, you can view tasks left to complete for the patient (RP) and linked family members.

• Click on the patient (RP) or the linked family member under the tasks left to complete section to view PENDING TASKS for the selected member.
  • The tasks may include adding pending account information, filling, and signing forms.

• When a family member other than the responsible party is selected, you can view only the pending tasks of that person.

Note: When you log in to the patient portal as a non responsible party, you will only be able to view and manage your tasks. You will not be able to select any other family member.

• While you are on any other page other than the patient portal home page, click Tasks on the top right to view pending tasks.
• To navigate back to the home page as an RP, click SWITCH BACK TO MY PROFILE.

Scroll down to view upcoming appointments and the total balance due.

• UPCOMING APPOINTMENTS of the patient are displayed here with information including appointment date and time, location, patient name, address, and appointment status.
• The Total Balance Due will be displayed on the home page.
  • To view individual dues of family members, click on the ACCOUNT MEMBERS section.
  • To pay the total balance due click PAY near the Total Balance Due displayed.
  • To pay individual dues, click PAY near the individual patient's name at the bottom.

Check and Sign Pending Forms

• Select the FORMS section to view the pending forms of the selected patient.
• Click QUICK SIGN FORMS to quickly sign off forms.

• Pending Forms show up in the patient portal if the patient has forms in Incomplete status in the system.

Note: If the practice adds a new Medical History Form for the selected patient in CareStack and is left incomplete, it will be reflected as a pending form in the patient portal.

• Utilise the Search bar to find the intended form from the grid.
• To sort the forms, click SORT BY and choose the desired sort criteria.

To complete a specific pending form,

• Select the required Form from the grid.

• If you want to save any changes and come back later, click Save.

• To sign the form, click SIGN FORM.

• Select the relationship to the patient.
  • Click Confirm.

• Draw the signature.
  • To clear the added signature, click Clear.
  • Once the sign is added successfully, click Sign.

Note: If you have made changes to a pending form and leave the form unsaved, a pop-up will prompt you to Cancel, Leave Without Saving, or Save.

Fill Up Pending Medical History Form

• Select Yes, No, or I don't know options to record the Conditions and Allergies of the patient.
  • After each section is completed, click Next to move to the next section.

Tip: If no Condition/Allergy is applicable, you can mark all as 'No' in one go by clicking MARK ALL AS 'NO' option.

• On the Current Medication step, you can view the existing medication of the patient.
  • You can make changes to the Start Date and End Date by clicking on the pencil icon.
  • To stop the existing medication, click END MEDICATION.

• Enter the End Date (optional) and click END.

Add a New Medication

• Click +ADD MEDICATIONS.

• Enter the Medication name, Start Date, and End Date.
• Click SAVE.

• Complete the Dental and Medical Questionnaire.
• Click SIGN FORM to complete the form.

• Select the relationship to the patient.
  • Click Confirm.

• Draw the signature.
  • To clear the added signature, click Clear.
  • Once the sign is added successfully, click Sign.
• Once you have signed, the medical history form will be completed.

View Upcoming and Past Treatments

• Patients can view Completed or Planned codes of a treatment plan in the TREATMENTS section of the Patient Portal.
  • They can view treatment plans, upcoming treatments, and past treatments of the patient.

• Treatment Plans will only be displayed in the patient portal if the practice has presented the treatment plan with or without Fee Details from the Chart.

Under the TREATMENT PLANS tab,

• You can view the treatment plans of the patients that were presented with or without fee details.
• To sign or reject a treatment plan, click REVIEW TREATMENT.

• The Completed and Planned treatments will be displayed under their respective Phases.
  • Completed treatments will be marked with a green tick mark.
• You can view the Completed Codes Total and Planned Codes Total separately.

• The Phases of the treatment plan will be displayed in detail with details such as Code, Charges, Discounts, and Patient Payable.
  • You can also find the Treatment Agreement at the bottom of the treatment plan.
• Click REJECT or SIGN as needed.

• Select the corresponding tab to view the UPCOMING and PAST TREATMENT of the patient.

Note: When you Review a treatment plan, you can navigate to the BILLING section to view Membership Plan Discounts and Other Discounts on the treatment plan.

Manage Financials 

• Select the FINANCIALS section to view all payments of the patient and their family members.
• The Total Balance Due will be displayed on this page.
  • You can view individual dues if the patient's account has another linked family member.
  • To pay the total balance due click PAY NOW near the Total Balance Due displayed.
  • To pay individual dues, click PAY NOW near the individual patient's name on the right.

Once you click PAY NOW,

• Select the Location as needed.
• Verify the Payment Amount and edit as needed.
• Click Pay Now.

• Enter the card details and click the Pay button.

• Select the PAYMENT HISTORY tab to view all completed payments.
• Click DOWNLOAD RECEIPT to download payment receipts.

Tip: The patient ID on the receipt will be masked and only the last two characters will be visible to comply with privacy regulations.

• To view previous statements of the patient, select the STATEMENT HISTORY tab.

To view invoices of the patient,

• Select the INVOICE HISTORY tab.
• Click DOWNLOAD to download the invoice to your system.

Manage Appointments

• Select the APPOINTMENTS section to view the UPCOMING and PAST APPOINTMENTS of the patient.
• Click BOOK AN APPOINTMENT to navigate to the Online Appointment Portal.
  • Here you can book an online appointment by yourself or request the practice to book an appointment for you.

View and Upload Documents

• Select the DOCUMENTS section to view shared and uploaded documents of the selected patient.
• Utilise the Search bar to find the intended document from the grid.
• To sort the documents, click SORT BY and choose the desired sort criteria.

• You can view documents shared by the practice on the SHARED WITH ME tab. 
  • Click on the desired document to open it.

• Practices can set a document to be displayed in the patient portal by enabling the Share to Patient Portal toggle button for a Completed document.

• To view all documents uploaded by you, select the UPLOADED BY ME tab. 
  • Click on the desired document to open it.
• To upload a document, click UPLOAD.

• Drag and Drop your file on the modal, or click on the hyperlink and browse for the intended file from your system.

Account Details

View Account Details

• Select the ACCOUNT DETAILS tab on the ACCOUNT DETAILS section to view the account details of the patient and their family members.

• To update account details, click EDIT for the relevant family member.

• Make the required changes.
• Click Save to update the changes.
  • To save and continue further to add insurance for the patient, click Save & Add Insurance.

• To add an account member to the patient's account, click ADD ACCOUNT MEMBER.

• Enter the required information.
• Click Add.
• To add a new account member and continue further to add insurance, click Save & Add Insurance.

To add insurance details to a patient:

• Select the Insurance Details tab.
• Click Add Insurance.

• Enter the following insurance details:
  • Insurance Name
  • Membership Number
  • Patient IRN
  • Plan Start Date & Plan End Date
• Click Save.

Sign Out

• To sign out from the patient portal, click SIGN OUT.

Practices can refer to this elaborate guide to obtain an overview of the Patient Portal.