Features · Front desk

Every request has an owner
and a due time.

Members pick a topic. Practice Portal sends the request to the right person or queue, starts the clock you set, and follows your after-hours rule when you are closed. Your team works a list of owned requests instead of a shared inbox, and a person decides how each one ends.

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Good morning, Dr. Chen

Tuesday, September 30

0

Overdue

3

Assigned to me

7

Visits today

2

Notes to sign

Today

  • 9:00 Annual visit · S. Patel In person
  • 10:30 Follow-up · M. Alvarez Start call
  • 1:15 Home visit · T. Nguyen Home

Requests

  • Refill · M. Alvarez Draft ready
  • Records · J. Okafor Awaiting member
  • Billing · S. Patel Held until 8:00
Key dates: Maya Patel turns 9 on Thursday · 2 membership anniversaries this week
Illustration of the staff home screen with attention counts, today's visits, open requests, and key dates.

How it works

From the member's tap to a written decision.

Four stages, and a person owns every one of them.

  1. 01

    The member picks a topic

    Refill, billing, records, a question for the nurse or the doctor. The topic decides where the request goes and how quickly you have promised to answer. The member can see who owns it and when to expect a reply.

  2. 02

    It lands with an owner

    Your routing sends it to the patient's own clinician, a named person, or a shared queue. Every new request has a person or a named queue from the first minute, and a due time counted from your service hours.

  3. 03

    Your team works it

    Assign it to yourself, hand it to someone else, hold it until a set time, or escalate it for review. If drafted replies are on, ask for a suggested reply, edit it, and send it as yourself.

  4. 04

    A person closes it

    Resolving takes a reason and a written decision on every open care-team task. Only then can the request be closed. Software never closes clinical work.

Routing

Each topic knows where it goes.

For each topic, you choose where new requests land: the patient's own clinician, a named person, or a shared queue for the front desk, nurses, billing, care coordinators, clinicians, or the care team. Set a fallback for when the first choice cannot take it.

Clinical requests only land with a qualified clinician. A refill or a question for the doctor skips any destination that is not qualified to decide it, and it can never be left unassigned.

Change your routing whenever your team changes. Saving applies to new requests. Open ones keep the owner they already have, so nobody's list reshuffles in the middle of the morning.

Request routing

Northside Family Medicine

Owners and admins
Member picks Goes to
  • Refill Clinical Patient's clinician S. Patel → Dr. Chen Automatic
  • Doctor Clinical Dr. Rivera One named clinician Person
  • Nurse Clinical Nurse queue Any qualified nurse Queue
  • Billing Billing queue Billing staff Queue
  • Records & referrals Care coordinator queue Care coordinators Queue
  • General Front desk queue Hours, services, membership Queue

Fallback: Front desk queue. Clinical requests skip any destination not qualified to take them.

Saving applies to new requests. Open requests keep their owner.

Illustration of request routing settings: Refill goes to the patient's own clinician, Doctor to Dr. Rivera, Nurse to the nurse queue, Billing to the billing queue, Records and referrals to the care coordinator queue, and General to the front desk queue, with clinical topics marked and a fallback destination.

Hours and response windows

Promise a reply time. Keep nights quiet.

Set weekly service hours in your practice's time zone. For each topic, set a response target and a resolution target. Requests within an hour of their due time move into an at-risk queue, so your team sees them before they are late.

After hours, each topic follows its own rule: hold until you open, accept and queue, or unavailable. A held request sends no notification overnight. The member is told it is held until you open, and its clock starts when you do.

Emergency language is the exception. It skips the hold, shows the member instructions to call 911 or go to the nearest emergency department, and marks the request for immediate review. Changes to hours and rules apply to new requests.

Service policies

Central time

Mon–Fri

8:00 AM – 5:00 PM

Sat

9:00 AM – 12:00 PM

Sun

Closed

Topic Respond Resolve After hours
  • General 4 hours 1 day Hold until open
  • Refill 24 hours 2 days Hold until open
  • Billing 24 hours 3 days Accept and queue
  • Doctor 24 hours 2 days Unavailable

Sunday, 9:40 PM · Refill

I have chest pain and can't breathe.

Hold skipped 911 instructions shown Immediate review
Illustration of service policy settings: weekly service hours, and for each topic a response target, a resolution target, and an after-hours rule of hold until open, accept and queue, or unavailable. Below, an after-hours message with emergency language skips the hold, shows 911 instructions, and is marked for immediate review.

Drafted replies

A suggested reply when you ask for one.

Open a request, click Prepare draft, and get a suggested reply to the member's latest message. Edit it and send it as yourself, or discard it with a reason. Nothing sends itself.

A draft can only be sent while it still answers the latest message. When the request is resolved or reopened, open drafts are set aside. On a clinical request, sending still takes someone qualified to decide it.

Drafted replies are off unless they are turned on for your practice. Members never see a draft.

Billing Prepared on request Staff review required

Member · S. Patel

Hi, my card expired, can I update it somewhere? Also is my daughter still on the plan?

Draft reply

Yes on both. Maya is an active dependent on your household plan. You can update the card in the app under Membership; nothing lapses while you do.

Source: membership record, today · Knowledge v12

Approve and send Edit Discard

Working the list

Clear actions, and a person behind each one.

Every request offers the same actions: assign to me, reassign to a person or queue, hold until a set time with a reason, escalate for review, resolve, close, and reopen.

Escalating asks for a reason and the role that should review it, creates a care-team task, and tells the member a person is reviewing it. Resolving takes a written decision on every open task, from someone qualified to make it. Closing comes after that. Reopening puts the tasks back and starts new due times.

Your team works from queues that match the day: open, mine, unassigned, at risk, overdue, held, clinical review, drafts, and closed.

The details

Everything around the request.

Practice hub
Overdue requests, what is assigned to you, visits today, notes to sign, your open tasks, key dates, and roster health on one home screen, with billing when you use it.
Care-team tasks
Anything that needs a clinician becomes a task with the original request and the reason it escalated. Software cannot close it.
Clinical review queue
Requests that need clinical judgment get their own queue, and only a qualified clinician can resolve them.
Practice knowledge base
Hours, policies, benefits, and standing answers. Versioned, so you know what was said and when.
Receipts for external writes
Each write to the EMR or billing system records what was sent, what came back, and whether it matched. Retries never double up.
Roster and households
Search and manage patients, group them into households with one primary, and add records by hand for anything the EMR does not carry.

More of Practice Portal

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