Sync visits
The SYNC Visits page: today's schedule, the weekly calendar, starting a live video visit, and how an admin creates, reassigns or reschedules one.
SYNC Visits is the scheduled side of care: booked video appointments, your day's list, and the network calendar behind them.
Questions people ask about this page
Which "Visits" is this?
The one with the SYNC pill, at /sync-visits. The ASYNC one is chart review with no appointment. The two menu items are otherwise identical, so read the pill.
Why does the button say "Too Early" instead of "Start Visit"?
You are more than 30 minutes before the scheduled time. The button enables itself when the window opens; you do not have to reload.
A patient cannot find a slot with me. Why?
Patients can only book time blocks you have actually saved, they can only look 21 days ahead, and the slot must sit inside your network's operating hours. See Manage your schedule.
Where do I create a visit for a patient?
Not here, if you are a provider. A Provider Network Admin uses Create Visit on the All Visits tab. Client staff book from the patient's record → Visits tab → Schedule.
Why does the same column show "Confirmed" and "completed"?
Because visit statuses are stored inconsistently — some capitalised, some not — and the table prints what is stored. Confirmed and confirmed mean the same thing.
What finishes a sync visit?
End Call, not the clinical decision. The decision on the Attestation/Decision step records the outcome; ending the video session completes the visit and fires the toast Visit completed successfully. You can keep charting afterwards.
Why is there a "Network Visits" section on some providers' pages and not mine?
It appears only when your network has enabled sync-visit claiming and granted it to you. Ask your Provider Network Admin about Settings → Operations.
Where to find it
Left menu → SYNC Visits. Direct link: /sync-visits. Visible to Provider, Provider Delegate and Provider Network Admin. Page heading Visits with a SYNC pill; the provider subtitle reads Manage your visit schedule and chart workflows.
Creating, rescheduling and reassigning a sync visit is a Provider Network Admin or Provider Delegate action. As a Provider you can see the calendar, join today's visits and read your history — there is no create button on your version of this page. There is also no availability control here; your hours live under My schedule.
What a provider sees
| What you see | What it does |
|---|---|
| Upcoming / This month / Next visit | Three counters. Next visit shows a date and time, or None and No upcoming visits. |
| Google Calendar notice with Set up | Connects your calendar so booked visits appear in it and your busy time blocks bookings here. Dismiss Google Calendar notice hides it. |
| Today's Schedule | Your day, with a N visits badge and a live clock. Each row shows the patient, visit type, status, time, duration and Last updated. Empty: No visits scheduled for today. |
| Start Visit | Joins the call. It unlocks 30 minutes before the scheduled time. |
| Too Early (disabled) | The appointment is Confirmed but the window has not opened. |
| Continue Visit | Rejoins a visit already In Progress. |
| Visit Details | Opens the visit record without joining. |
| Weekly calendar, right | Your week. Today, Week and Day switch the view. Its legend reads Your Availability, Network Offline, Pending, Confirmed — colour coding, not buttons. |
| All Visits table | Your history: Patient, Client, Visit Type, Date, Time, Last Updated, Last Provider, Duration, Status, Actions. Search Search by patient or visit type...; filters All clients, All products, Result, Last updated; Export CSV. |
| Network Visits | Only when your network has granted you sync-visit claiming. Unclaimed network appointments you may take. |
Badge Delegates cannot join calls | Shown to a Provider Delegate in place of the join buttons. |
How to run a scheduled visit
Open the page
In the left menu, click SYNC Visits.
Read Today's Schedule
Work top to bottom. The status badge on each row tells you whether the patient has confirmed.
Wait for the window
If the button reads Too Early you are more than 30 minutes out. It becomes Start Visit on its own.
Join
Click Start Visit. The charting workspace opens with the video overlay on top. Allow camera and microphone access when the browser asks.
Chart while you talk
Work the steps behind the video: Clinical Review, Evaluation, Attestation/Decision. View transcript appears on the Evaluation step once a transcript exists.
Record the decision
Tick the attestations and click Approve, Deny or Defer on Attestation/Decision. This records the clinical outcome. It does not end the visit.
End the call
Click End Call. The dialog reads This will disconnect the video call. You can continue charting afterwards. with Keep Call and End Call. Toast: Visit completed successfully. This is what completes a sync visit.
Or cancel it
If the visit cannot happen, use Cancel Visit. The dialog is titled Cancel Visit: Please provide a reason for cancelling this visit. This will be recorded in the visit history. Cancellation Reason * is required, with the placeholder e.g., Could not communicate with patient, A/V issues, Patient no-show, etc.
The Provider Network Admin view
Same route, three tabs, no join buttons. Counters read Total Visits, Providers Active, Avg Duration.
| Tab | What is in it |
|---|---|
| All Visits | Card Network Visits with Export CSV and Create Visit. Search Search visits...; filters All statuses, All providers, All clients, Last updated. Columns Date & Time, Patient, Provider, Client, Visit Type, Duration, Status, Last Updated, Actions. The row menu offers View, View transcript, Reassign, Message patient, Message client group. Below it, Provider calendar — Network availability and scheduled visits — behind a Show calendar / Hide calendar toggle. |
| Active Providers | Columns Provider, Status, Today's Schedule, Appointments Today, Current Visit, Next Visit, Actions. The row button Schedule opens that provider's availability manager — see Manage your schedule. |
| Visit Types | The appointment types patients can book, with Add and per-client pricing. Add dialog Add visit type takes a name, a duration in minutes and a description. The pricing sheet is titled Client Pricing — <name> with columns Client, Price (USD), Available to patient, Status. |
Gates that decide whether a visit can be booked at all
- The slot must be inside the provider's saved availability, and that availability must be inside the network's operating hours.
- Patients can only see the next 21 days.
- The provider must be active, assigned to that client, and — when the network enforces it — licensed in the patient's state.
- A controlled-medication workflow needs a provider with a DEA licence on file.
- A product that requires labs cannot be scheduled until qualifying results are in.
- Google Calendar busy time blocks the matching slots. Fix the conflict in the source calendar event, not here.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Pending Patient Scheduling | The visit exists but the patient has not picked a slot. | Wait for them, or book on their behalf from the patient record's Visits tab. |
| Pending Review | Default state for a visit nobody has claimed. | A provider claims it. |
| Unconfirmed | Booked but not confirmed. | Confirm with the patient. |
| Confirmed | The slot is booked. | Attend it. |
| In Progress | The video visit is live. | Continue Visit rejoins. |
| Completed | The call was ended, or the chart decision approved. | Nothing. |
| Cancelled | Cancelled by patient or staff. Never refunds by itself; rebooking reuses the paid visit charge. | Rebook. |
| No Show | Someone marked it by hand. The system never sets this automatically. | Rebook or charge per your policy. |
| Deferred / Denied / Approved | The chart decision, shown in place of the raw status once a decision exists. | See Complete a visit. |
| Voided | The visit was voided. | Nothing. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
No visits scheduled for today | Nothing is booked with you today. | Check All Visits and the weekly calendar for tomorrow. |
| Too Early will not enable | You are more than 30 minutes out, or the visit is not Confirmed. | Check the status badge on the row first. |
Reconnecting... during a call | Network instability. | Wait. The overlay recovers on its own; the chart keeps your edits. |
Patient has left the call | They dropped or hung up. | Message them, then either wait or use Cancel Visit with a reason. |
You cannot join at all, badge Delegates cannot join calls | You are a Provider Delegate. | A provider must take the call. You can still open the chart. |
You are not licensed in this patient's state. This visit cannot be conducted. | Your licences do not cover where the patient is. | Ask a Provider Network Admin to reassign the visit, or add the licence to your Credentials tab. |
| Patients cannot book you | No saved availability, hours outside network operating hours, or you are not assigned to that client. | Read Manage your schedule. |
| No Create Visit button | You are a Provider or Provider Delegate. | Ask a Provider Network Admin, or have the client's staff book from the patient record. |
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