Async visits queue
The ASYNC Visits board: the To Do, In Progress and Done tabs, every filter and row action, and why a Claim button can be greyed out.
ASYNC Visits is the board every chart review lands on — three tabs, one row per visit, and a Claim button that decides who does the work.
Questions people ask about this page
Which tab holds unclaimed work?
To Do. It is not called "Pending". The three tabs are To Do, In Progress and Done, each with a count badge. The status badge on a To Do row does read Pending — that is the row, not the tab.
There are two menu items called "Visits". Which one is this?
The one with the ASYNC pill in front of the word, at /async-visits. The other, SYNC Visits at /sync-visits, is scheduled video appointments.
Why is Claim greyed out on a row I can see?
Hover it. The reason is only in the browser's own tooltip, so nothing on the page shows it. The most common one on a new account is This visit's protocol is not in your Preferred Protocols. — see the next question. The others are This encounter involves controlled medications and requires a provider with a DEA license., This Visit is missing its canonical Visit link. and This Visit is missing its chart review link. When a row is claimable the tooltip reads Claim this Visit.
What are Preferred Protocols and where do I set them?
They are the list of protocols — treatment programmes — you are willing to see work for. Until you tick one, every visit using it is unclaimable. Fix it at left menu → My schedule → the Capabilities tab. The Preferred Protocols card lists every protocol with columns Protocol, Type (Product or Category) and Categories, filters All Categories, All Types and All Selections, and Select All / Deselect All. Tick what you will treat, then click Save Preferred Protocols. This is the single most common reason a first-day provider cannot claim anything.
My colleague sees rows I do not. Why?
If your network enforces patient-state licensure, rows for states you are not licensed in are removed from your list rather than shown greyed out. You will never see them, so you cannot tell they exist.
What moves a row out of Pending Patient Response?
Either the patient replies, which moves it back automatically, or you click Move to In Progress on the row. Toast: Visit moved back to In Progress. The row stays assigned to you the whole time.
I claimed a review by mistake. Can I put it back?
Yes. On In Progress, click the green Assigned to you text in the Assigned To column. The dialog Unassign myself from this visit? warns that Any progress saved for this visit will be cleared, and it will be moved back to the To Do area for another provider to claim or for you to claim again. Confirm with Unassign myself.
The page says I can create manual async visits. Where is that button?
There isn't one. The page description promises it, but no control opens that dialog. Async visits arrive from patient orders and intakes only.
Where to find it
Left menu → ASYNC Visits. Direct link: /async-visits. Visible to Provider, Provider Delegate and Provider Network Admin — but each sees a different table. This guide describes the Provider view, and calls out the differences.
The page heading is Visits with an ASYNC pill. Below it, for a Provider: Review eligible async visits and create manual async visits when needed.
Before your first claim: go to left menu → My schedule → Capabilities and tick your Preferred Protocols, then click Save Preferred Protocols. Skip this and every Claim button will be greyed out with the reason hidden in a browser tooltip. Ignore the page subtitle's promise of creating manual async visits — no control does that.
The three tabs
| Tab | What is in it |
|---|---|
| To Do | No provider assigned. Anyone eligible can Claim it. |
| In Progress | A provider owns it and is charting. Contains a second table, Pending Patient Response, when any row is waiting on the patient. |
| Done | A decision exists, or the row was voided or cancelled. The columns change here: Created At replaces Submitted and a Completed At column appears. A second card, History, sits beneath with its own search and a More button that loads older pages. |
On the Provider view the In Progress badge turns red when visits assigned to you need action. ?tab=review deep-links to that tab.
What is on this page
| What you see | What it does |
|---|---|
Search Search by patient name or email... | Filters the visible tab. |
| Status filter | Only on In Progress and Done. In Progress offers Under Review and Has SOAP. Done offers Approved, Deferred, Sent to pharmacy, Denied, Voided — and, on the admin view, Decisions only. |
| All products | Multi-select, built from the rows on screen. |
| Provider | Multi-select: Assigned, Unassigned, then one entry per provider. |
| Patient state | Multi-select of the states present in the list. |
| Last updated | Date range. |
| Scope pill reading My Visits or All Providers | On In Progress and Done only. Click to switch; the choice is remembered between sessions. |
| Export CSV | Exports Patient, Email, Patient State, Client, Product, Submitted, Last Updated, Completed, Assigned To, Status. |
| Columns | Patient (with a state chip and an Open patient profile icon), Client, Product Purchased, Submitted, Last Updated, Assigned To, Status, Actions. On Done the third date column becomes Created At and a Completed At column appears. |
| Pagination | 100 rows a page. The footer — Showing X–Y of Z and Page N of M — only appears once there is more than one page; below that the card header carries a plain N of M count. |
How to pick up and finish a review
Open the queue
In the left menu, click ASYNC Visits. It opens on To Do.
Sort the oldest to the top
Click the Submitted column header. Oldest intake first is the fair order.
Check the patient's state chip
The small badge in the Patient cell is the state you would be treating in.
Claim it, and you are already charting
Click Claim. Toast Review claimed — and the charting workspace opens over the page immediately, on Clinical Review, with ?visit=<id> in the address bar. Claiming is not a separate step from starting. If the button is greyed out, hover it — the browser tooltip names the blocker.
If you close it, pick it up from In Progress
Behind the workspace the tab has already switched to In Progress and your row reads Assigned to you in green with the status Under Review. Its button says Start until you have opened the chart once, and Continue after that. Both reopen the same workspace.
Come back and check Done
After you record a decision the row moves to Done. Click View Summary to reread it; the chart is read-only there.
Row actions and when they appear
| Button | Appears | What it does |
|---|---|---|
| Claim | To Do, providers only | Assigns the review to you and opens the charting workspace on the spot. Toast Review claimed. |
| Void | To Do, providers only | Opens Void this visit? — Are you sure? This will mark the visit as voided and move it to the Completed tab. This action cannot be undone. Type into Reason for voiding (optional) if you want a record, then click Confirm. Toast Visit voided successfully. |
| Start | In Progress, assigned to you, not yet opened | Marks the review started and opens the chart. |
| Continue | In Progress, assigned to you, already started | Reopens the chart where you left it. |
| View | In Progress, locked for you | Opens the chart read-only. |
| Move to In Progress | A Pending Patient Response row | Pulls it back into your active work. Toast Visit moved back to In Progress. |
| View Summary | Done | Opens the completed chart read-only. |
| Prescribe | Provider Delegate, In Progress, review approved, nothing prescribed yet | Opens the chart in prescribe-only mode. |
| Awaiting Intake (disabled) | Provider Delegate, To Do, no submission yet | Nothing. The patient has not submitted the intake. |
What a Provider Network Admin sees instead
- No Claim and no Start. Admins route work; they do not sign it. Row actions are View, View Summary, Move to In Progress and Void.
- An extra Intake filter with the option Pending intake, and an extra Last Provider column.
- An overflow menu on each row with Message patient and Message client group.
- Assignment through the Reassign provider dialog. Its picker annotates each provider: Available now, Away • back <when>, No upcoming schedule, No active <STATE> license, Protocol not in preferred list. Toast
Assigned to <name>. - Empty state:
No async reviews yet. Product-first reviews appear after payment; assessment-first reviews appear after intake.
Statuses you will see here
| Badge | What it means | What to do |
|---|---|---|
| Pending | The row is on To Do and unclaimed. | Claim it, or leave it for a colleague. |
| Under Review | A provider owns the chart. | Nothing, unless it is yours. |
| Has SOAP | SOAP documentation exists. Shown next to Under Review. | Nothing; a progress marker. |
| Pending Patient Response | The provider used Need Clarification and is waiting on the patient. | Wait, or Move to In Progress. |
| Approved | The provider approved treatment. | Watch the prescription. |
| Denied | The provider declined. Terminal. | Nothing. Denial does not refund the patient by itself. |
| Deferred | The provider needs more information or a live visit. | The patient answers or books. |
| Recommendation | A recommendation was sent to the patient. | Wait for them to accept and pay. |
| No recommendation | The provider finished without recommending anything. | Nothing. |
| Sent to pharmacy | A prescription was transmitted. | Track it on Prescriptions. |
| Prescription saved | A prescription was written but not transmitted (manual mode). | Someone sends it outside the app. |
| Voided | The row was voided. Hides every other badge. | Nothing. |
| Cancelled | The row was cancelled. Hides every other badge. | Nothing. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
No reviews found. Eligible async visits will appear here. | Nothing is eligible for you right now. | Check the other tabs and the scope pill. State licensure may also be hiding rows. |
No matching reviews found. Try adjusting your search terms. | A search or filter is narrowing the list. | Clear the search box and reset the filters. |
Claim greyed out: This encounter involves controlled medications and requires a provider with a DEA license. | No DEA number on your profile and the network enforces it. | Add your DEA licence in your provider profile under Credentials, and wait for an admin to verify it. |
Claim greyed out: This visit's protocol is not in your Preferred Protocols. | You have not opted into that protocol. New accounts have none ticked. | Left menu → My schedule → Capabilities → tick it under Preferred Protocols → Save Preferred Protocols. Reload the queue and Claim works. |
Claim greyed out: This Visit is missing its canonical Visit link. or ...its chart review link. | The row's underlying records are not linked. | Nobody can claim it. Report the row to your Provider Network Admin. |
| The chart opens read-only right after you claim | The claim has not finished propagating across the linked records. | Close it, wait a moment, and click Continue again. |
| The Pending Patient Response table is not there | It renders only when at least one row is waiting on a patient. | Nothing. |
Heading Access Denied / You do not have permission to view this page. | Your role has no access. | Check which account you are signed in as. |
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