Setup and catalog
Dashboard
Check patient and team counts, respond to Action items, and work through account setup tasks.
Questions people ask
The Dashboard warns NMI Customer Vault is not enabled. What must we enable?
Turn on Customer Vault in your NMI merchant account; How to enable Customer Vault opens NMI's help page. Until then, patients re-enter their card for refills and subscriptions.
What does the order alert on a patient mean? Is her card not working?
A Payment needed alert concerns pharmacy billing for that prescription, separate from the patient’s checkout payment. See Fix a Payment needed alert.
After a Payment needed alert, do we pay for test orders?
Yes. Any order sent to a pharmacy is charged for the medication, test or not. Sandbox orders aren't sent.
Why is my patient count different from Reports?
Total Patients counts test accounts; Reports doesn't.
Where to find it
Sidebar → Dashboard (/dashboard).
Access: Client Admin and Client Staff. Staff see counts and Action items; account setup and team administration are Client Admin tasks.
What you can do here
- Clear what needs your attention (alerts and notifications)
- Fix a Payment needed alert
- Work through your setup checklist
- Fix the red platform fee banner
Clear what needs your attention (alerts and notifications)
Use this first thing every day. Action items shows only when something is waiting.
Read Action items
Each card is one kind of alert: Notifications (for example 8 notifications need your attention), Message from your network, Payment needed, or Enable NMI Customer Vault. With several cards, See later or the arrows move to the next.
Click Open notifications
Messages opens on Notifications. Each Visit alert starts This visit can't start until these are fixed: and offers a fix, such as Send intake form or Pair medication.
Fix it, then click Check again
Open order opens the order. Mark as read files the alert, but the visit stays on hold until Check again clears it.
Check the result: the alert reads Resolved. This visit can go to a provider. and the count on the Dashboard drops.
Access: Client Admin and Client Staff; each sees the alerts sent to them. Some fixes, such as pairing a medication, need a Client Admin.
Fix a Payment needed alert
Use this when a pharmacy payment failed for a prescription. This is separate from the patient’s checkout payment.
If the medication, quantity or directions are disputed, contact the prescribing Provider and pharmacy before retrying payment or updating the OnlyScripts card. A card update may allow OnlyScripts to retry the existing charge.
Follow pharmacy payment recovery on the existing prescription. Do not write or resend a replacement for a pharmacy-held payment failure.
Open the alert
Open the payment alert in Action items or Notifications. Check which pharmacy and order it names.
Update and retry the charge
For this prescription’s payment alert, follow pharmacy payment recovery before changing payment or retrying the charge. Open order opens the associated order.
Check the result: check the existing prescription’s refreshed payment status. The card clears after payment succeeds; Dismiss only hides the alert.
Access: Client Admin and Client Staff.
Work through your setup checklist
Use this while you set up. Set up your account appears only when GEN Health or your network has written steps for you.
Open a step
Click its title to read What to do, any Steps, Details to fill in and Resources.
Mark it done
Click Mark as done, or the circle on the row. It's marked done for your whole team.
Check the result: the count rises (for example 3/8 · 38%). At 100% the card reads You are all set; Dismiss removes it for everyone.
Access: Client Admin. The checklist is a reminder: ticking a step doesn't switch anything on. See Go live.
Fix the red platform fee banner
Use this when the banner reads Your latest platform fee failed to process. It's your GEN Health bill, with a deadline before suspension.
Check the result: the banner goes away after the fee is collected.
Access: Client Admin. Client Staff never see this banner.
What's on this page
| Control | What it does |
|---|---|
| Total Patients | Every patient record, test accounts included. Reports leaves test data out, so its number can differ. |
| Platform Users (staff: Team Members) | Your Client Admins and Client Staff. |
| Payment needed card | Names the order and pharmacy and reads Prescription payment failed for the pharmacy. Update your payment method, then try again. Follow pharmacy payment recovery for this prescription’s alert before updating payment or retrying the charge. Open order shows when the alert names an order. While a retry runs, the card reads Processing payment for the pharmacy. and shows no buttons. |
| Notifications card | Counts open alerts, including an unpaid-order alert, titled Payment has not arrived unless the alert carries its own title. In Messages it reads This order is waiting on payment: with a Required action. The action is Review when the order is waiting on your clinic's review to release payment; otherwise it is Open order, shown when the alert names an order. Send reminder again shows while the patient can still pay and emails them a reminder. Mark resolved asks for a Tracking note; Dismiss snoozes the alert. |
| Users | Your team: invite, change roles, resend sign-in links. See Your team. |
In a clinic: there's no list of today's appointments here. Use Visits → History and filter by Status.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| No Action items | Nothing is waiting on you | Nothing to do. |
| Notifications couldn't load | The alert list didn't load | Click Retry. |
| Payment needed for a processor you don't use | Pharmacy billing is separate from your patient checkout | Follow pharmacy payment recovery on the existing prescription before updating payment or retrying the charge. |
| You updated the card, but the platform fee banner stays | It clears when the fee is collected, not when the card is saved | Check Settings → Account and billing → Payments. If it's still failed, contact GEN Health Support. |
| No Set up your account card | No steps were written for you, or someone dismissed it | Use Go live. |
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