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Patient Profile

This article will guide you through the Legacy Patient Tab, the Contacts App, and the Patient Slide-Out—three essential parts of our patient profile system. As we aim to create a more streamlined experience, it's important to understand how these tools currently function. In the coming months, we’ll be simplifying the patient profile by consolidating everything into one unified space, making it easier for your office to manage patient information. In the meantime, familiarize yourself with where to access patient details across RevenueWell.

  • The Legacy Patient tab provides access to view and edit key aspects of a patient's profile. Here, you can find their contact information, send messages, invite them to leave a review or complete a survey, update their communication preferences, and more!

    1. The patient details screen displays key information relevant to RevenueWell, along with settings and activities associated with the patient.

      Send Individual Message

      At the top of the screen, users can quickly send individual text messages, emails, or letters to the patient without leaving the patient profile.

      • Send Text: Clicking this button opens a chat window that shows the patient’s SMS communication history and allows the office to send a text message directly to the patient.
      • Send Email: This button opens a modal window where users can enter the subject and body of the email before sending it to the patient. The email will appear consistent with other RevenueWell communications, including the header, footer, and other standard elements.
      • Send Letter: Clicking this button opens a modal window for writing and previewing a letter before sending it to the patient. This preview feature ensures that the text is properly formatted and doesn’t spill over to the next page.

      Patient Information

      This section includes:

      • Date of Birth
      • Email
      • Phone Numbers
      • Responsible Party Field: Displayed only for dependents. If the patient is their own responsible party, it will show "Self."
      • Family Members: Lists all patients on the account. If there are no family members, it will display “None Listed.”
      • Next Recall Date
      • Insurance Information
      • Address

    2. Communication Preferences 

      The Communication Preferences panel allows users to view and update the RevenueWell enrollment status and communication preferences for a patient.

      1. Patient Connect: Indicates whether the patient has created a password to access their Patient Connect account. 
        • Enrolled: The patient has created a password.
        • Not Enrolled: The patient has not created a password.
        • Pending: The patient was sent an invitation within the last 30 days but hasn’t completed the process. If the status is "Pending" and the email status is "Online," a “Resend Invitation” link appears to send another invitation.
      2. Email: Displays whether the patient receives email communications from the practice. 
        • Online: The patient receives all email messages from the practice.
        • Not All: The patient receives some email communications but not all.
        • Offline: The patient either doesn’t have an email address on file or has opted out of RevenueWell communications.
      3. Text Message, Direct Mail, and Phone Calls: Shows whether the patient currently receives these types of communications.
        • YES: The patient receives all communications in the category.
        • NOT ALL: The patient receives some communications in the category but not all.
        • NO: The patient either lacks the necessary information to receive these communications or has opted out.
      4. Family Messaging: This option appears only if the patient belongs to a family account in the practice management software. It allows users to select which family member should receive appointment confirmations when multiple family members are scheduled on the same day. The default is the responsible party, but this can be changed to another family member on the account. 

        Important Note: Changes to this setting for one family member apply to all family members on the account! 

      5. Preferred Language: Patients can select their preferred language, with English and Spanish currently available.
      6. Custom Reminders: Enables users to set a custom Appointment Reminder schedule for the patient. There are three options - 
        • Global: The patient follows the global setting of the practice.
        • Custom - ON: A customized reminder schedule is active for the patient.
        • Custom - OFF: A customized reminder schedule is active but turned off.

        Clicking “Edit” next to a communication preference expands the area for viewing and editing.

        • To Change Reminder Schedule for Patients: The practice user can save or cancel the Custom Reminder Schedule. Saving will apply the current settings as the new default for the patient. Canceling will revert to the previous settings.

          Important Note: At this time, only the status of reminder attempts (ON or OFF) can be edited, not individual reminder times. 

        • Display Custom Reminder Status: The Custom Reminders section indicates whether the patient’s reminder settings have been changed.

          • No: The patient follows the practice’s global reminder settings.
          • Yes: At least one reminder setting has been customized. Users can view these changes by clicking “Edit.”

      Recent and Scheduled Communications  

      This section has two tabs:

      • Recent Communications: Displays communications recently sent to the patient, including the date, type/subject, and status.
      • Scheduled Communications: Shows upcoming communications scheduled for the patient, with similar details.  

    3. Treatment Plans

      The Treatment Plans table shows all treatment plans created for a patient in the Practice Management Software (PMS).

       

      1. Scheduled Appointments: For treatment plans with a "Scheduled" status, the appointment date and time will be displayed.

      2. Treatment Plan Details: Clicking on the treatment plan name opens a modal window with detailed information about the items included in the plan.

      3. Treatment Plan Status: The possible statuses for a treatment plan include:

        • Accepted: The patient has agreed to the treatment plan.
        • Proposed: The treatment plan has been suggested but not yet accepted.
        • Referred: The patient has been referred to another provider.
        • Rejected: The patient has declined the treatment plan.
        • Scheduled: The treatment plan includes a future appointment.

        Important Note: Completed treatment plans are removed from the PMS and will no longer appear in RevenueWell. 

      4. Follow-Up Status: Indicates the current follow-up status for the treatment plan:

        • Active: The treatment plan is being followed up on according to the practice’s automatic communication settings.
        • Suspended: Follow-up is paused, possibly due to:
          • The treatment plan being marked as "Scheduled."
          • Manual deactivation by the practice.
          • A multiple treatment plan alert, which turns off follow-up for certain plans.
        • Out of Follow-up Range: The plan is too old for further follow-up attempts.
        • Campaign OFF: The treatment plan follow-up campaign is turned off, so no follow-up will occur.

      5. Automatic Follow-Up Control: The "Automatic Follow-up YES/NO" toggle allows users to decide whether RevenueWell should automatically follow up on a specific treatment plan using the Treatment Plan Follow-up campaign.

        • Default Settings: All treatment plans default to "No" for automatic follow-up unless imported with a status of "Accepted" or "Proposed," in which case they default to "Yes."
        • Multiple Treatment Plans: When multiple treatment plans are created on the same date and not all are scheduled, RevenueWell will issue a “Multiple Treatment Plan Alert.” This alert sets any unscheduled plans to "No," allowing users to choose which plans to follow up on.

    4. Visits 

      Displays all of the patient's appointments, including those scheduled before the practice began using RevenueWell. Information includes: Date, Time, Source, and Amount Spent.

       

      Patient Feedback

       

       

       

       

       

      Shows any reviews or surveys the patient has submitted to the practice. You can send the patient an invitation to write an online review or complete a survey by clicking the links in this section.

      Important Note: These messages are set up through automatic communications under “Thank You Note – Review” or “Thank You Note – Survey.”  

       

      Patient Files

       

       

       

       

       

      Displays files previously uploaded by the patient or the practice. Patients can also access these files through the “My Files” tab on the Patient Connect Portal.

      • Uploaded By: Shows the user who uploaded the file. If uploaded by a practice user, it will display the first initial of their first name + last name (e.g., A Nozdrin). If uploaded by the patient, it will simply say “Patient.”
      • Add a File: Clicking this brings up a modal window to choose, name, and describe a file.
      • Edit/Delete File: For practice-uploaded files, the "Edit File" button is available. For patient-uploaded files, this changes to "Delete File," which opens a confirmation modal window.

      Notes

      This section is for practice-facing notes about the patient, which the patient cannot see. Clicking “Add a Note” or “Edit Note” opens a modal window where the note contents can be edited.

      Important Note: These notes are specific to RevenueWell and are not the same as PMS notes.

  • Contacts house a second view of the patient profile.

    To see patients within Contacts:
    1. Click the "Patients" icon within the unified wrapper. 
    2. Here, you can search for patients or browse your patient list.
    3. Select the patient. 

    4. Actions available in the Patient slide-out widget include -

      • Make phone call
      • Send text message
      • Make video call
      • Go to Legacy Patient tab

        Also available is the displayed information below (must return to Legacy Patient Tab to edit these). ⬇️
    5. General: Patient information,  contact information, family information.
    6. Appointments: Next appointment, last appointment and recall date.
    7. Billing: Insurance, Insurance Remaining, and balances.
    8. Tasks:  Items that practices may want to take action on.  

  • When you click on a patient's name within the Universal Wrapper or use the "Search for a patient" bar at the top, a slide-out card will appear on the right side of the screen.

    This slide-out widget is accessible almost anywhere a patient’s name is displayed (except on legacy pages). It overlays the current page, providing patient context without disrupting the user's workflow. The slide-out remains visible even as the user navigates between pages, until manually dismissed.

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    Actions available in the Patient slide-out widget include:

    • Make a phone call
    • Send a text message
    • Initiate a video call

    Displayed within the widget are the following expandable pages: 

    1. The General section on the primary screen provides essential patient information, including contact details and family associations. 

      Below is a breakdown of the key information and functionality available:

      • Date of Birth: Displays the patient’s date of birth.

      • Phone Numbers: Lists available phone numbers for the patient, with the option to click and dial out directly.

      • Email: Displays the patient’s email address.

      • Address: Shows the patient’s physical address.

      • Family: Lists any family members associated with the patient, along with their ages. If a family member is the Responsible Party (RP), this will be noted here.

      • Recall Date: Displays the patient’s recall date for upcoming or recurring appointments.

      • CareCredit Pre-Approval: If the patient has an available CareCredit pre-approval balance, it will be displayed here.
    2. The Alerts & Tasks page provides an overview of tasks and alerts related to the patient, helping practices stay on top of important updates and reminders.

      The following tasks and alerts will be displayed:

       

      • Birthday Today
      • Birthday Tomorrow
      • Birthday on [day of week], [month], [day]
      • Past Due Recall: <Next recall date mm/dd/yy> for <Name of Applicable Patient/Family Member>
      • Missing Email: <Name of Applicable Patient/Family Member>
      • Missing Mobile Number: <Name of Applicable Patient/Family Member>
      • Not on Recall: <Name of Applicable Patient/Family Member>
      • 30-Day Balance: <Balance Amount>
      • 60-Day Balance: <Balance Amount>
      • 90-Day Balance: <Balance Amount>

      These alerts allow the practice to quickly identify key actions or information that require attention for each patient.

    3. The Inbox within the patient slide-out serves as a comprehensive hub for all communications between a practice and its patients. This includes both sent and received messages, making it easier for practice staff to view the history of interactions.

      The message log includes:

       

      • All communication between the practice and the patient is displayed in chronological order. This includes both manually sent and RW automated messages.
      • If an automated communication was sent, the system will label it accordingly, so users can easily identify the type of message.
      • For direct, non-automated communications, the inbox will display the content of messages exchanged between practice staff and the patient. This could include custom emails, direct SMS responses, or phone calls placed.
      • Each message contains specific information, including:
        • Sender: Indicates whether the message was sent by a staff member or automatically by the system.
        • Channel: Shows whether the message was sent via Phone, SMS, or Email.
        • Timestamp: Indicates the exact date and time when the communication was sent or received.
    4. The Scheduled Comms section provides a list of automated campaigns scheduled to be sent to the patient.

      Each item contains the following details:

      • Icon: Indicates the type of communication sent (email or text). If both an email and a text were sent, they will appear as separate entries.
      • Date: The date when the communication was sent to the patient.
      • Status:
        • Scheduled: Shows if the patient scheduled an appointment as a result of the communication.

      This feature helps practices track and manage their automated patient outreach effectively.

    5. The Patient Slide-Out includes several communication and account statuses to help practices manage patient engagement.

      Here’s a breakdown of each area:

      • Appointment Reminders:
      • Family Messaging: Allows the user to select which family member receives appointment confirmations when multiple family members are scheduled for the same day.
        • Once the messaging recipient is changed for one family member, it is updated for the entire family account.
      • Preferred Language: Users can see and edit patients' preferred language for communications.

        The current options are: 
        • English
        • Spanish
      • Campaign Communications: Shows if patients are actively receiving campaign communications, how many of each type, and allows offices to expand to see which communications patients receive. This includes the following campaign types: 
        • Email
        • Text Message
        • Direct Mail
        • Phone Calls

      This information helps practices manage patient communication preferences effectively and ensure proper engagement across various channels.

    6. Information and Actions Available for Each Patient's Forms:

       

      • Patient Name: First and Last Names
      • Patient Age
      • Consent Needed: When a dependent of a Responsible Party turns 18, they must provide consent if they wish for the Responsible Party to continue managing their forms. This "Consent Needed" action allows the office to confirm that they have received consent from the dependent to allow the RP to manage their forms.

      • Date: The date the form was sent to the patient.
      • Type/Title: The type of form (e.g., Consent, Registration) and its title.
      • Form Name
      • Status: Indicates whether the form is “Not Submitted” or “Complete.”
      • Unassign Action: Opens a pop-up window to confirm the removal of the form assignment from the patient (see detailed pop-up description below). 
      • Download: Provides an option to download a PDF version of the form
      Additional Action Buttons

      At the bottom of the Slide-Out Widget, there are two key buttons that enhance functionality. 

       

      1. Send/Fill:

      • Fill on This Device: Opens the form on the current device for the patient to complete, useful for tablets used in the office.
      • Send Email Link: Sends a link to the form via email to the patient.
      • Send Text Link: Sends a link to the form via text message to the patient.
      • Scan QR Code: Allows any device with a camera to scan a QR code to access and complete the form.

      2. Add/Remove:

      • Add Form from Library: Adds a new form from the Forms Library to the patient’s profile.
      • Upload Document: Uploads a document from the computer, ideal for forms completed outside of RevenueWell (e.g., paper forms scanned into the system).
      • Remove All Assigned Forms: Removes all forms assigned to the patient.
        Forms

        The Forms section in the patient profile displays a comprehensive list of forms sent to the patient by the practice. If the patient is a Responsible Party, this section will also include forms related to other parties they manage. 

      Watch the demo video below to see the full process! 

    7. The Visits screen provides a comprehensive view of all past and future appointments for a patient, listed from the most recent to the least recent. This new feature offers a quick, detailed snapshot of the patient's visit history and upcoming appointments.

      Here’s what you’ll find on the Visits screen:

      Future Visits

      • Date: The scheduled appointment date.
      • Status: Indicates whether the appointment is confirmed or pending.
      • Notes: Any notes tied to the appointment

      Past Visits

      • Date: The date the visit occurred.
      • Cost: The cost or revenue generated from the visit (if available).
      • Notes: Any notes related to the visits

       

      Additional Visit Details
      Clicking on any visit will open a pop-up window with more detailed information about the procedures performed during that visit. This includes -

      • Tooth #: The tooth or teeth involved in the procedure.
      • Code: The procedure code.
      • Description: A brief explanation of the procedure.
      • Cost: The cost or revenue associated with the procedure.

      This streamlined view provides essential details at a glance, helping you quickly access and manage patient visit information.

    8. The Treatment Plans screen provides an organized view of recommended treatments from the practice to the patient, listed from most recent to least recent, along with the current status of each Treatment Plan. Each item is clickable to reveal additional details in a pop-up window.

      This page includes: 

      • Date: The date the treatment plan was created.
      • Plan Status:
        • Proposed: The treatment plan has been proposed to the patient, but no further action has been taken.
        • Accepted: The patient has accepted the treatment plan.
        • Scheduled: An appointment has been scheduled for the treatment plan.
      • Communication Status:
        • Out of Range (Yellow): The treatment plan is expired and too far out of range for communication.
        • No Follow Up (Gray): No follow-up communications have been set up for this treatment plan.
        • Campaign Off (Gray): Treatment plan campaigns are turned off.
        • Follow Up (Green): Follow-up communications are active.

      When a practice has active campaigns for Treatment Plan Follow Ups, you can configure which procedures within a treatment plan are included in automated follow-up communications.

      The pop-up window displays:

      • Date: Date of the treatment plan.
      • Title: Title of the treatment plan.
      • Patient Name: The patient’s name.
      • Status: Status of the treatment plan ("Proposed", "Accepted", "Scheduled").
      • Auto Follow Up On: Toggle to enable or disable automatic follow-ups for this treatment plan.
      • T#: Tooth Number.
      • Code: Procedure Code.
      • Desc: Procedure Description.
      • Actual: Actual cost of the procedure.
      • Est.: Estimated cost of the procedure.
      • Patient: Cost to the patient.
      • Follow Up: Select "Include" or "Exclude" procedures for follow-up communications.

      When campaigns for Treatment Plan Follow Ups are paused, the pop-up window allows viewing of treatment plan details but does not allow configuration of follow-up communications.

      The window displays:

      • Date: Date of the treatment plan.
      • Title: Title of the treatment plan.
      • Patient Name: The patient’s name.
      • Status: Status of the treatment plan ("Proposed", "Accepted", "Scheduled").
      • Follow Up Disabled: Button is inactive unless campaigns are turned on.
      • T#: Tooth Number.
      • Code: Procedure Code.
      • Desc: Procedure Description.
      • Actual: Actual cost of the procedure.
      • Est: Estimated cost of the procedure.
      • Patient: Cost to the patient.
      • Follow Up: Buttons are inactive unless campaigns are enabled.

      This feature helps streamline the management of treatment plans and ensures efficient follow-up processes.

    9. The Billing screen provides a comprehensive view of a patient's insurance details and outstanding balances.

      Here's a breakdown of the key sections: 

      Primary Insurance

      • Primary Insurance Provider Name: Displays the patient's primary insurance provider.
      • Insurance Verification Status:
        • Practices using RevenueWell’s Insurance Verification product will see the status here.
        • If verification was successful, "Insurance Verified" will be displayed, with a clickable link to the detailed report.
        • If verification was attempted but unsuccessful, the status will mirror the Scheduler's status.
        • If the practice hasn't run insurance verification for this patient yet, they can initiate it directly from this screen (shown in the pop-up window).

      Secondary Insurance

      • This section operates similarly to Primary Insurance if the patient has secondary coverage.

      Insurance Remaining

      • Displays the remaining balance on the patient’s insurance plan.

      Outstanding Balances

      • 30 Day: Balances 30-59 days overdue.
      • 60 Day: Balances 60-89 days overdue.
      • 90 Day: Balances 90+ days overdue.

      Run Insurance Verification Pop-up

      For practices using the RevenueWell Insurance Verification product, they can initiate verification for a patient from the previous screen. When running the verification, the following pop-up window will appear, requiring the practice to choose the provider under which to run the insurance verification (as different providers may accept different insurance plans). 

      The pop-up contains:

      • Provider: Select the provider from a dropdown list.
      • Cancel: Close the pop-up without running insurance verification.
      • Next: Proceed with running the insurance verification if a provider is selected.

      This feature simplifies the process of verifying insurance details and managing billing efficiently. 

    10. The Patient Files section allows both the practice and the patient to share and access files via the PatientConnect portal. Files uploaded by either the patient or the practice will appear in this section, making it easy to manage shared documents.

      The Patient Files section includes: 
      Listed Files: Each file item in the list includes the following details:
      • Date: When the file was added (either by the patient or practice).
      • Provider Name: The name of the provider associated with the file.
      • Title: The title given to the file.
      • Description: A brief description of the file.

      Add a File: Practices can add new files for patients to view in PatientConnect by clicking the "Add File" button at the bottom of the slide-out. This will open a pop-up window to upload and manage files. 

       

      When the practice selects "Add File," a pop-up window will appear with the following options:

      • Upload File Button: Allows the practice to upload a file.
      • File Name: Displays the name of the uploaded file. The file name is clickable, allowing the practice to view the file to confirm it’s correct.
      • Display Name: The name the practice wants the patient to see for the file in their PatientConnect portal.
      • Description: A brief description of the file.
      • Notify Patient: If selected, this sends a notification to the patient that a new file is available for them to view.
      • Cancel: Closes the window without saving or uploading the file.
      • Download: Allows the practice to download the file.
      • Delete: Deletes the uploaded file if the wrong file was added.
      • Save: Saves the file for the practice and makes it available in the patient’s PatientConnect folder.

      This feature enables practices to efficiently manage and share important files with patients, ensuring streamlined communication and access.

    11. The Notes section in the patient slide-out displays any notes created within RevenueWell. These notes are specific to the platform and do not include notes from the practice’s Practice Management Software (PMS). 

      Each note entry includes:

      • Date: When the note was created.
      • Provider Name: The name of the provider associated with the note.
      • Note: The content of the note itself.

      Adding Notes

      At the bottom of the slide-out, practices can add new notes by clicking the "Add Note" button, which will open a pop-up window for note entry. When adding a new note, the following fields and actions are available:

      • Note: A text field where the practice can enter the note content.
      • Cancel: Closes the window without saving the note.
      • Save: Saves the note to the patient’s profile.

      This functionality allows practices to easily document and manage important patient information directly within RevenueWell, ensuring a clear and accessible record of interactions.

    12. The Patient Feedback section provides a history of feedback submitted by the patient, enabling practices to track and review past comments. This helps teams address patient concerns and recognize positive experiences.

      Each feedback entry includes:

      • Date: The date the patient submitted their feedback.
      • Type: The method used to provide feedback, such as “Survey” or “Review.”
      • Content: The actual feedback provided by the patient.

      Action Buttons
      At the bottom of the slide-out, practices can take two key actions:

      • Send Survey: Send a feedback survey to gather additional insights from the patient.
      • Send Review: Request the patient to leave a review for the practice.

    Learn More

    We encourage you to visit the RevenueWell Customer Academy for comprehensive training on how to simplify your workflow using the the Patient Profile Slide-Out.

    Access the RevenueWell Customer Academy

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