Managing Duplicate Members

Topic

Member Management

For

Front Office Team

Read Time

~3 minutes

The Duplicate Finder scans your membership database to identify duplicate patient records. Duplicates can happen for various reasons, such as staff changes or misunderstandings in using the system. When a duplicate is detected, the platform displays a notification under the action items with details including unique membership IDs.

Reviewing and resolving duplicates

1. Check the notification. Look in the action items on the right side of your dashboard for duplicate patient notifications. For example, two records for “John Smith” might be identified.
2. Review the records. Open each membership profile in a new tab for a side-by-side comparison and determine which record is more recent and relevant.
3. Archive or delete the outdated record. Keep the record you want and archive or delete the other.
4. Assess the retained record. Decide whether it needs a membership renewal, and whether to reset or backcharge the membership based on office policy.
5. Finalize. Confirm the duplicate is no longer listed in active members (it moves to the archived section) and that the retained record reflects the updated membership status.

Tip

Best practices: regularly monitor the action items for duplicate alerts, carefully review both records before making changes, and confirm with office policy before renewing or backcharging memberships.

To prevent duplicates when connecting records from your practice management software, see Adding or Syncing Patients from Your PMS.