Daily operations
Patients
Find a patient, open their record, add or import patients, and help them sign in.
Questions people ask
Can we log in as our patients to walk them through an issue?
No; Login as User is for GEN Health staff only. Use Copy Magic Link and open it in a private window to see what the patient sees, then close the window.
I need to add patients and I only see the option to send them an invite.
That is how it works: you type emails, the patient fills in the rest. To bring over full records, use Bulk Upload with a CSV.
Where do I see the patient's unique ID?
In the profile header, after the date of birth; click it to copy.
Can a parent client open the patients of an affiliated client?
A Client Admin of the parent client can open the profile of a patient who belongs to a direct affiliated (child) client. Client Staff open only their own client's patients.
Where to find it
Sidebar → Patients (/patients). Your branding may use Members or Clients for the same page.
Access: Client Admin and Client Staff. A Client Admin can also open the profile of a patient of a direct affiliated client; Client Staff cannot.
What you can do here
- Find a patient
- Add a patient
- Import a list of patients
- Help a patient sign in (magic link)
- Remove test patients
- Export the list
Find a patient
Use this when a patient calls or writes and you need their record.
Search or filter
Search with Search by name, email, phone, or client…. Narrow the results with All statuses, Created date, Sex at Birth or All sources.
Needs attention appears only when a patient is stuck on Onboarding required, Forms required or Telehealth visit required.
Open the record
Click the row. The patient profile opens over the page.
Check the result: the profile opens with the patient's name at the top.
Access: Client Admin and Client Staff.
Add a patient
Use this to invite someone who hasn't signed up at checkout.
Click Add Patient
Top right.
Type the email
In Emails, type the address and press space, comma or Enter so it turns into a chip. Add as many as you need.
Send the invite
Click Send Invitation (Send Invitations for several).
Check the result: the toast reads Patient invite sent and the patient appears with the status Pending.
Access: Client Admin and Client Staff.
Only the email is required. The patient adds their name, date of birth, address and ID when they accept.
Selling online: most patients create their account at checkout. Use Add Patient for referrals, test accounts and patients from another system.
Import a list of patients
Use this to move patients onto GEN Health.
Click Bulk Upload
Top right. Click Download sample CSV to get the column layout.
Add the file or emails
Click Choose File for a CSV (email required; a 10-digit US phone; the address split into Street Address, City, State and Zip), or paste addresses into Email Addresses, one per line.
Upload
Click Upload (for example Upload 2 Patients). It runs in the background.
Check the result: the toast reads Bulk patient upload queued. and patients appear as processing finishes.
Access: Client Admin and Client Staff.
Help a patient sign in (magic link)
Use this when a patient's link didn't work or never arrived.
Open the row menu
Click ⋮ at the end of the patient's row (or right-click the row).
Pick the right email
Send Login Link: a one-tap sign-in for an existing account. Send Invitation Email: the first invite again, for a Pending patient. Send Password Reset Email: for password users. Copy Magic Link: copies the link to paste into a chat.
Several patients at once
Tick their rows. The bar that appears offers Send Login Links, Send Invitation Emails and Send Password Reset Emails.
Check the result: the toast reads Magic link sent to and the patient's email.
Access: Client Admin and Client Staff. Copy Magic Link is missing when it is switched off for your account.
A magic link signs in whoever holds it. Paste it only into the patient's own conversation.
Remove test patients
Use this to clear test accounts or patients who left before go-live.
Archive the patient
Row menu → Archive Patient, then confirm Archive Patient?. The patient disappears from this list.
If Archive Patient is missing
The patient is still in sign-up. Open the record, then Patient actions (⋮, top right) → Deactivate.
Check the result: the patient no longer shows in the list.
Access: Client Admin and Client Staff. Only GEN Health can delete a patient; ask in Support.
Export the list
Click Export CSV
Top right.
Choose what
Export what's in the table keeps your search and filters. Export all data exports everyone.
Check the result: the CSV downloads, or the toast reads Exported with the count.
Access: Client Admin and Client Staff.
What is on this page
| Where | What it does |
|---|---|
| Patient profile → Visits tab | A visit that is waiting on the patient, or booked and not yet finished, has Copy visit link and Send visit link in its row menu (⋮, or right-click the row). Send visit link emails the patient; Copy visit link lets you paste it into a conversation. See Patient profile. |
| Patient profile → Forms tab | Opening a submitted form shows the patient's answers. If they don't load, the form reads Couldn't load the form responses with This doesn't mean the patient left the form blank. If retrying doesn't help, contact support before reviewing. Click Try again. |
Statuses you'll see here
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Active | A working account | Nobody | Nothing. Check Needs attention for open steps. |
| Pending | Invited, invite not accepted yet | Patient | Send Invitation Email |
| Deactive or Inactive | Switched off; the patient can't sign in | You | Profile → Patient actions → Activate |
| Onboarding required | Sign-up not finished | Patient | Send Login Link |
| Forms required | A form request is open | Patient | Profile → Forms; message them |
| Telehealth visit required | The provider wants a video visit | Patient | Remind them to book, or book it from the profile's Visits tab |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| The patient says the link is expired or something went wrong | Links last 3 hours, or the patient opened it in a browser where a staff account is signed in | Send a new link; ask them to open it at once in a private window. If it still fails, raise a ticket in Support. |
| This account is archived or disabled. Reactivate it before sending a magic link. | The patient is archived or deactivated | Activate them first (see Statuses). |
| The email never arrives | Spam folder, a typo in the email, or patient emails turned off in Settings → Notifications | Check the email on the profile, then send the Copy Magic Link link in Messages. |
| A patient with this email already exists | They are already on your list | Search for them and send a login link. |
| The row menu closes by itself | Known problem: the list refreshes every 15 seconds | Open the menu again and pick the action straight away. |
| Two accounts for one person | A typo in the email at checkout created a second account | Raise a ticket in Support; GEN Health merges them. |
| A patient is missing from the list | They are archived (hidden), or a filter is on | Clear filters. For an archived patient, open them from an order (View patient) and click Restore under Status, or ask Support. |
| Unable to check lab requirements. Please try again. on the Details step of Create Visit | The lab check for that visit option didn't load | Click Try again. Checking lab requirements. shows while it runs. |
| You do not have access to this patient when you open a profile | The patient belongs to a client you can't reach. Client Staff reach only their own client; a Client Admin also reaches direct affiliated (child) clients | Ask a Client Admin of the patient's client, or of its parent client, to open it. |
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