Guide to Resolving Patient Onboarding Issues

If you encounter issues with a patient unable to onboard to the app, here are some troubleshooting steps you may try to resolve the issue: 

1. Login to your provider portal. Navigate to the "PATIENTS" function page, where you'll find a user-friendly text box designed for entering the patient's phone number.

2. Input the patient's phone number, and click "Check". The system will efficiently present you with a list of any related issues, along with straightforward solutions. Below is the list of common errors that may arise:

• Error: Patient appears twice in practice ABC with the same phone number and birthday 09/22/2000.
  • Solution: The birthday needs to be changed on the duplicate record and marked as discharged.
• Error: Phone number does not appear in any patient record.
  • Solution: The phone number patient is using to sign up must be exactly the same with the one on Genesis record.
• Error: Phone number appears but they are discharged.
  • Solution: Patient needs to be unmarked as discharged.
• Error: Phone number appears in multiple practices and there is no way to select which practice currently (Fairfax, Landover and 1 other practice)
  • Solution: Patient needs to be marked as discharged from other practices.