Overview of the Patient Screen

Topic

Patient Management

For

Front Office Team

Read Time

~5 minutes

This is a complete walkthrough of the patient membership screen, where you manage individual patient memberships, update plans and payment methods, adjust renewal dates, view transaction history, send renewal emails, and more.

Accessing the patient screen

To open a patient’s profile:

• Click on their name anywhere in the platform. Names are hyperlinked and color-coded by your office theme.
• This takes you to their individual patient membership screen, similar to the “family file” in your practice management system.

Key features at a glance

Inside the patient screen, you can:

• View the patient’s membership type, plan, renewal date, and payment status
• Change their plan type (for example, from adult to child or perio)
• Adjust the renewal date (for example, bumping it to a future date for flexibility)

When you change plan pricing or renewal schedules, the system prompts you to confirm and notify the patient.

Managing payment methods

You can:

• View the card on file
• Update the card manually if the patient is in-office
• Send an email link to collect updated card details remotely (ideal when a card is expired)

The patient receives a secure, password-free link that lets them update their payment method directly from their email, connected to their membership.

Handling transactions

The transaction log in the middle of the screen shows:

• Every payment made (date, type, amount, and status)
• Refunds and adjustments
• Card declines and failed payment reasons (for example, insufficient funds or a reported-lost card)

From here you can:

• Click Show Details for deeper insight
• Issue refunds on individual transactions
• Add manual adjustments (positive or negative), with custom notes explaining overpayments, deposits, or in-office payments

You can also export all transactions for a patient into a CSV file when needed, for example when a patient requests a statement.

Email notifications and activity logs

At the bottom of the screen you will find two sections.

Notifications

• View all automated emails sent to the patient (for example, new membership, renewal reminders, payment failures)
• Click View Email to see exactly what was sent and when, which is useful for confirming a message was delivered

Activity thread

• See every action taken on the patient’s profile (for example, membership creation, cancellation, updates)
• Each entry is stamped with the user who made the change (for example, “Shelley updated payment info”)
• Useful for tracking historical changes and identifying support needs

Adding notes

Use the Notes section like a digital sticky note for internal communication between team members or to log patient-specific details (for example, “Patient is away at college” or “Refund approved by Dr. Smith”). Each note is timestamped and attributed to the user who wrote it.