Update – August 2026

Overview of Updates

1. Patient Eligibility – Eligibility Response Enhancements

Overview

The Patient Eligibility Response interface has been redesigned from the ground up to streamline data presentation, improve navigation efficiency, and prioritize the information that front-desk and billing staff use most. Low-usage data points have been removed, high-value coverage and benefit details are now easier to reach, and a new deterministic co-pay engine matches each encounter to exactly one outpatient co-pay category , making point-of-service collections more accurate and more predictable.

What's New

Summary – Field Updates

The summary has been decluttered. The following low-usage fields have been removed: Date of Birth (DOB), Address, and City / State / Zip Code in the patient section. In their place, three new read-only fields provide immediate, high-value context:

• Coverage Service Types: Hovering over the field displays a tooltip describing each service type.

• Relationship to Subscriber

• Group Name, introduced alongside the existing Group ID.

Hospice Status Indicator

If the patient is in hospice, a red Patient in hospice status is displayed in front of the patient's name, so the status is visible at a glance before any coverage decision is made.

Coverage – Network Tabs

New All Network, In Network, and Out of Network tabs filter the coverage grid to show only the relevant records. Within the grid, the Amount column has been renamed to Status, and the previous Active / Inactive values are now displayed as Covered and Non-Covered , language that matches how staff actually read eligibility.

Co-Payment and Co-Insurance

Dedicated Co-Payment and Co-Insurance sections present the patient's cost-sharing details in the updated response layout:

Plan Maximums and Deductibles

The separate tabs for Deductible, Limitations, and Out of Pocket have been removed. These fields are now consolidated in the new Plan Maximums and Deductibles window, reducing navigation steps and giving a single financial picture of the plan.

Benefit Information

A new Benefit Information tab displays all covered patient benefits as expandable cards. Opening a card reveals details such as Insurance Type, Co-Pay, and Co-Insurance, so staff can confirm exactly what a service costs the patient before it is scheduled.

Automated Outpatient Co-Pay Determination – How It Works

A deterministic co-pay engine now evaluates the appointment context, Place of Service (POS), and provider specialty so the correct outpatient co-pay category is matched against the payer's 270/271 eligibility response. The logic is financially sensitive by design: conservative, predictable, and limited to one co-pay result per encounter. Evaluation follows a strict hierarchy: Appointment Type > Place of Service > Provider Specialty.

Step 1 – Appointment Reason Setup: Every appointment reason must be fully typed before the co-pay logic can run. An Appointment Type is now required on Appointment Reason setup, and each reason maps to exactly one type: Preventive, Global / Post-Op, Urgent Care, Televisit, or Standard / Problem.

Step 2 – Appointment Type Check: Appointment type is evaluated first and can short-circuit the flow, suppressing the co-pay entirely or applying a category immediately:

Step 3 – POS Site Determination: For Standard / Problem visits, the encounter is routed by Place of Service before specialty logic is considered:

Step 4 – Provider Specialty & PCP Logic: This step only runs when POS resolves to Office / Clinic. Direct specialty matches (Behavioral Health, Physical Therapy, Chiropractic, Urgent Care) apply that exact category. For primary care specialties (Family Medicine, Internal Medicine, Pediatrics), the Primary Care co-pay applies when the patient's Assigned PCP is blank or matches the scheduled provider; the Specialist co-pay applies when a different provider is the Assigned PCP. Any other specialty defaults to Specialist.

Step 5 – Eligibility Matching & Safeguards: The determined visit category is matched against the payer's 270/271 response using a strict priority:
1) Appointment Type Override
2) Exact POS Match
3) Exact Specialty Match
4) Professional / Office Generic
5) All / General
Only one co-pay may be applied per encounter, and any manual override requires a reason and logs the user and timestamp in the audit trail.

Key Benefits

• Faster eligibility review, the redesigned layout puts coverage, cost-sharing, and benefit detail where staff expect it, with fewer clicks.

• Accurate point-of-service collections, exactly one co-pay per encounter, matched deterministically against the payer response.

• Financial safety by design, conservative fallbacks prevent silent $0 co-pays, and every manual override is fully audited.

2. No Show Status – Patients in Office & Televisit Waiting Room

Overview

Front-desk and clinical staff can now mark stuck or pending visits as No Show directly from the Patients in Office and Televisit Waiting Room views. Visits that did not proceed can be properly closed and reflected on the calendar instead of remaining open indefinitely, keeping the active patient lists clean and the day's schedule accurate.

What's New

A new No Show option has been added to the visit status dropdowns in two views:

• Patients in Office: The No Show option appears in the Patient dropdown for visits with a Checked-In status.

• Televisit Waiting Room: The No Show option appears in the Status dropdown for visits with a status of Pending Verification or Waiting to Start Televisit.

Once a visit has been started, the No Show option is no longer displayed for that visit. It is only available during the pre-visit and waiting stages. All existing dropdown options remain unchanged.

How It Works

Step 1 – Open the dropdown: From Patients in Office or the Televisit Waiting Room, open the Patient / Status dropdown for the visit that did not proceed.

Step 2 – Select No Show: Choose the No Show option. The visit status updates immediately.

Step 3 – Calendar reflects the change: The calendar displays the visit with the No Show status and applies the corresponding No Show color, so the day's schedule stays accurate.

Step 4 – Active list is cleaned up: The visit is removed from the active list, following existing behavior.

Key Benefits

• Stuck and pending visits can be closed properly instead of lingering in active lists.

• The calendar always reflects reality. No-show visits are color-coded and visible at a glance.

• Zero disruption, all existing dropdown options and workflows remain exactly as they were.

3. Patients in Office – Room Column

Overview

A new Room column has been introduced on the Patients in Office tab, giving staff real-time visibility into where each patient is, without opening a single visit.

What's New

The Room column displays the room selected in each patient's Open Visit and stays permanently in sync with it. Whenever a room is selected or updated in the Open Visit, the Patients in Office grid immediately reflects the same value.

Key Benefits

• Room assignments are visible at a glance from the main Patients in Office grid.

• Front-desk and clinical staff always see the same, accurate room information, no double entry, no drift.

• Fewer clicks: patient location no longer requires opening the visit.

4. Unified Patient Payment Window

Overview

A single, shared Payment window now handles patient payments across all Home and Patient workflows, replacing the old Copay button and the legacy Financial payment dialog. Front-desk and billing staff use one consistent window to take a patient payment, apply a discount, and use the patient's advance (credit) balance , and it behaves the same way at every entry point.

What's New

One Window, Six Entry Points

The Payment window opens from:

• Home > Payment, the Payment button on Today's Appointments, Check-In, and Check-Out.

• Appointment window > Payment, the Payment option on an appointment.

• Patients > Patient Chart > Encounter Form > Payment, the Payment link on the Encounter Form.

• Patients > Financial > Payment replaces the old Financial payment window.

• Visit Detail > Payment

• Billing > Patient Payment

The window contains four tabs: Patient Balance, Visit Balance, Advance Apply, and Ledgers. The top of the window always shows the current Visit Copay and Advance Balance.

Patient Balance List by Entry Point

The window itself is identical everywhere; what the Patient Balance list is populated with depends on where the window was opened from:

How It Works

Step 1 – Open the Payment window: From any of the six entry points, open the Payment window. The Patient Balance tab loads with the visit list appropriate to that entry point.

Step 2 – Select the visits: Select one or more visits. Two appointments that belong to the same visit are shown as one row, and the new Copay Balance column is displayed next to Balance so copay and service amounts are both visible.

Step 3 – Enter the payment: Enter the Paid amount (the field carries a $ prefix), pick the Date Paid and Payment Type, and save. The payment is applied to the oldest visit first. On the Visit Balance tab, the copay is paid first, followed by the main service (CPT).

Step 4 – Apply a discount (optional): A discount can be entered as a dollar amount or a percent. A percent discount is calculated from the remaining balance, not from the amount paid, and is applied from the top row down. The Discount Comments box appears only after a discount is typed.

Step 5 – Use the advance balance (optional): Click Apply, type an amount, and confirm. Using the advance does not lock the form; a paid amount and a discount can still be entered in the same save. The advance total updates immediately, and any unused portion stays on the account. The advance is drawn from one Advance Payment Group at a time; the selected row in the Group / Balance list determines which balance the advance is taken from.

Step 6 – Review history in Ledgers: The Ledgers tab shows a read-only list of past payments for the visit, with an Adjust Entry button and a print option.

Built-In Rules and Controls

• Visit Copay can only be increased if a smaller value is entered after a copay has been applied. The message “Visit Copay Already Applied” is displayed.

• Surcharge: A read-only field populated automatically from the Payment Type; the user never types it. It is shown only while the Apply Surcharge toggle is on, and turning the toggle off hides the field and clears its amount.

• Toggle row: Save Card, Print Receipt, Card Reader, and Apply Surcharge sit together on one row. Save Card is on by default; Apply Surcharge is off by default.

• Refined grid: A Search box nd grid settings (gear) button in the Visits header; sort arrow on Date; filter icons on Date, Balance, Copay Balance, and Provider; and First / Last page buttons alongside Previous and Next.

Key Benefits

• One payment experience everywhere: Staff learn a single window and use it across Home, Chart, Financial, and Billing.

• Faster collections: Payments, discounts, and advance balance can all be handled in a single save.

• Fewer errors: Oldest-first application, copay protection, and read-only surcharge remove manual calculation mistakes.

• Full transparency: The Ledgers tab keeps a complete, printable payment history at hand.

5. New Visit / Encounter – Updated Workflow

Overview

The Start Visit and Start Encounter windows have been given a cleaner, more elegant interface. The workflow itself is unchanged, same fields, same behavior, powered by the same PracticeEHR mobile app API, but the windows have been redesigned so the patient's key information is always in view.

What’s New?

• Patient information pills: When the user clicks New Visit or New Encounter, the patient's key details now appear as pills across the top of the window. Name, DOB, Patient Balance, and Plan Balance, full patient context at a glance.

• Refined layout: the form is organized into clear sections (Insurance & Plan Details, Provider & Visit Information) with a cleaner, more modern look.

• Payment at hand: a Payment button sits in the window header.

• Same reliable workflow: everything else works exactly as before, keeping web and mobile record creation fully consistent.

6. AI Inbound Payment Call Agent

Overview

A new AI agent now answers inbound payment calls. When a patient calls in to pay their bill, the agent verifies the caller's identity, confirms the balance, and sends a secure link to pay. The agent never takes card details over the phone, which materially improves payment security and keeps the practice out of card-handling risk.

How It Works

Step 1 – Greet and verify: The agent greets the patient and verifies the name and date of birth before sharing any balance information.

Step 2 – Confirm the balance: Once the patient is verified, the agent confirms the outstanding balance.

Step 3 – Send the secure link: The agent sends a secure payment link by text or email and stays on the line to help while the patient pays on their own device.

Step 4 – Mark as paid: When the payment goes through on the link, the agent marks it as paid.

Step 5 – Handle failures gracefully: If the payment fails, the agent resends the link once; if it fails again, a note is left for the practice to call and collect.

Key Benefits

• Card details never travel over the phone. Every payment happens on a secure link.

• Payment calls are resolved without staffing. The agent verifies, collects, and records the outcome.

• Disputes are never pressured. Balance questions route straight to the practice.

7. Group Psych – Group Visit Management

Overview

PracticeEHR now supports the complete visit workflow for Group Appointments, designed for group therapy sessions where one provider conducts a single session with multiple patients. Each patient keeps their own individual appointment, visit, and documentation record, while the system manages the group relationship behind the scenes: one check-in starts every linked visit, group-level documentation is shared across all of them, and dedicated Group templates keep session notes consistent.

What's New

Group Appointments on the Home Screen

On the Home screen, every patient linked to a group appointment appears with their own appointment and is handled individually, exactly like any other patient. The group relationship is maintained by the system in the background. No special handling is required from front-desk staff.

Group Icon Across the Day's Views

When a patient is part of a group appointment, a small group icon is displayed next to the patient's name in the Patients in Office, Today's Appointment, and Televisit Waiting Room views, so staff can recognize at a glance that the appointment belongs to a group session.

Shared Group Section in the Visit

Once a group visit has been started, opening any patient's visit from the group displays the Group section. This section is shared across all linked patient visits: any update made in the Group section is reflected in each patient's individual visit, so group-level session notes are written once and appear in every chart they belong to.

Group Template Type

A new template type, Group, is now available in Templates and is used specifically for grouped appointments. When a grouped appointment has been checked in, only Group-type templates are available for the visit. Non-group templates are not selectable, and each Group template is identified by a group icon displayed next to its name.

How It Works

Step 1 – Check in one patient: Checking in any one patient of the group starts the visit for all patients linked to that group appointment. Each patient receives their own individual visit, and the visits remain linked through the group appointment.

Step 2 – Document the session once: Open any patient's visit and record group-level notes in the shared Group section. They are reflected in every linked visit automatically.

Step 3 – Switch between patients: Use the patient dropdown inside the visit to move between the patients in the same group. The selected patient's individual visit details are displayed, while the shared Group section remains available throughout.

Step 4 – Complete on a Group template: Document the visit on a Group-type template, the only type offered for grouped visits, and sign off. Sign-off locks the shared Group section for all linked visits.

Key Benefits

• One check-in starts the whole group. No per-patient repetition.

• Group notes are written once and appear in every patient's chart, while individual documentation stays individual.

• Sign-off locking protects the integrity of shared documentation across all linked charts.

• Group-only templates guarantee sessions are always documented on the right template.

8. PracticeEHR – CRM Module

Overview

A new CRM module gives practice teams a centralized workspace for patient outreach, contacts, lists, marketing communication, and follow-up tasks. It is available from the main navigation under PracticeEHR > CRM, with a left-side menu for Dashboard, Contacts, List, Communication, and My Tasks.

What's New

CRM Dashboard

A high-level view of outreach and communication performance: new contacts, emails sent, messages sent, open rate, email/SMS trends, and upcoming tasks, all over an adjustable reporting date range. A follow-up task can be added directly from the dashboard.

Contacts

A centralized list to search, filter, and manage contacts. New records are added with Create Contact, and three views organize the data:

Create Contact

A structured modal organized into Personal Details, Contact Information, and Other Information, so new records are entered consistently, and important fields are never missed.

Lists

Contact lists group contacts for campaigns, follow-up, or audience segmentation. Lists can be viewed, searched, and managed from one grid, and new lists are created with Create List.

Create List – Static and Dynamic

Define a new list by entering a name and description, selecting the contact type (Lead, Patient, or Both), and choosing the list type:

• Static List: A manually managed list where users add or remove contacts; ideal for one-time campaigns.

• Dynamic List: An auto-updating list based on defined criteria; ideal for ongoing campaigns.

Smart Filters

Rule-based conditions determine which contacts a dynamic list includes. Select a field (such as age), a matching condition, and a value, then combine rules into groups using AND/OR logic for flexible, precise segmentation.

Communication – Marketing Emails

Email campaigns are managed from one place across All Emails, Scheduled, Sent, and Archived views, with performance columns such as delivered, open rate, and click rate. Create Email opens a flow to enter the subject and body, then continue with Next to add sender and recipient information.

Communication – Templates

Reusable email templates standardize messaging and reduce repetitive work. Templates are filtered by All Templates, Favorites, Active, or Inactive, and new templates are added with Create New Email Template.

Selecting Blank Email starts a template from scratch and opens the Edit Content screen:

After adding the Email Subject and Body, selecting Next moves to the Sender and Recipient information, from where the email is sent to the added recipients:

My Tasks

A dedicated area for CRM follow-up work, searchable and filterable by All, Resolved, and Unresolved. New tasks are created with Add Task.

Add New Task

Create a follow-up task tied to a contact: enter a title and optional description, assign it to a user, select the related contact, set the priority, and choose a due date.

Key Benefits

• One workspace for outreach: Contacts, lists, campaigns, and follow-up tasks live in a single module.

• Precise targeting: Dynamic lists with AND/OR smart filters keep audiences current automatically.

• Measurable communication: Delivered, open, and click metrics on every campaign.

• Accountable follow-up: Tasks are tied to contacts with owners, priorities, and due dates.

9. Letter Builder & Form Builder

Overview

A completely redesigned Letter Builder replaces the legacy letters setup, giving practices a modern, two-step workspace for creating, managing, and printing practice letters , with a companion Form Builder for patient-facing forms such as intake, consent, surveys, and screenings.

What's New

Letters Workspace

The Letters grid lists every letter with its Name, Description, Category, Label, Short Name, and Profile Group, and can be filtered by name, category (Appointment, Claim, Consult, Cover Page, NF, Part A, Patient, Patient Growth, Progress Notes), and Active / Inactive status. Letters can be created, imported, and exported directly from the workspace.

Full Document Editor

The Build step provides a rich, word-processor-style editor tailored to practice letters:

• Header, footer, and page numbers, with options to show the header or footer on the first page only.

• Page Settings for page size (Letter, Legal, A4, or user-defined) and margins.

• Merge fields and User Fields (custom merge tokens), such as patient name, DOB, provider name, location details, and date stamps, that populate automatically when the letter is generated.

• Tables with full properties (frame, line width, background color, cell margins, vertical alignment, and row break control).

• Images, barcodes, hyperlinks, and signatures. Signatures can be uploaded or drawn.

• Standard editing tools: undo/redo, find & replace, spell check, insert text from file, and print.

• Progress Notes elements such as addenda, progress note sections, date & time stamps, author name, and page counts.

Form Builder

Alongside letters, the Form Builder manages patient-facing forms (Intake, Consent, Survey, and Screening categories):

• A drag-and-drop field palette covering basic inputs (heading, paragraph, short/long text, number, slider), identity fields (full name, email, phone, address, date picker, birth date, appointment), choice fields (dropdown, single/multiple choice, yes/no, autocomplete), survey ratings (star rating, 1–10 scale, matrix), uploads and signatures, and layout elements (sections, page breaks, terms & conditions, captcha).

• Forms can be shared via a link that opens in fill mode; submissions appear in real time.

• A Submissions view tracks Pending and Completed records, and practice-fill fields let staff complete and close each submission.

How It Works – Creating a Letter

Step 1 – Details: Click Create Letter. Name the letter and set its category, description, Profile Group (e.g., Default, Front Desk, Clinical), document type, audience (Anyone with link, Patient, Provider, Staff), Active status, label, and whether a signature is required or a public link is available.

Step 2 – Build: Design the letter in the full document editor, add merge fields, tables, images, barcodes, and signatures with a live preview, then save. The letter is immediately available in the Letters workspace.

Key Benefits

• Letters are created in minutes through a guided, two-step flow. No legacy setup steps

• Merge fields eliminate manual typing of patient, provider, and location details.

• Patient-facing forms are built, shared, and collected in the same place, with real-time submissions.

• Profile groups, categories, and audiences keep every letter organized and correctly targeted.

10. Patient Chart – Quick Add: Vitals, Insurance Plan, Problems & History

Overview

The Patient Chart now supports adding clinical and financial data directly from the chart itself. Vitals & Measurements, Insurance Plans, Active Problems, and Patient History can each be added from their own card on the chart — without navigating to a separate module or opening a visit. Staff stay on the chart, and the new data appears in the relevant card immediately.

What's New

Add Vitals

The Vitals & Measurements card now carries an Add Vitals button. It opens a dedicated Add Vitals window covering the full vitals set — Heart Rate, Blood Pressure (Systolic / Diastolic), Respiratory Rate, Temperature, O2 Saturation, and Smoking Status — alongside Measurements & BMI: Weight, Height, and Waist Circumference. BMI is calculated automatically from the entered weight and height. On Add, the Latest Vitals and Measurements & BMI cards refresh with the new values.

Add Insurance Plan

The Insurance & Financial card now carries an Add Plan button that opens the New Insurance Plan window. It captures the Insured Party (relation), and the full Plan Details — Plan, Eligibility, Payer ID, Plan Family, Effective and Expiration Dates, ID#, Visit Copay, Group # and Group Name, Date Signed, Lawyer, Employer, Accept Assignment and Active toggles, and Workers' Compensation/accident fields (WC Case#, Injury date, Accident Hour and State).

Import Insurance Card and Scan Insurance Card options at the top of the window let staff pull plan details straight from the card instead of typing them.

Add Active Problems

The Problem List & History card now includes a type-ahead problem search. Typing in the Active Problems search field suggests matching diagnoses with their ICD-10 codes as you type; selecting one adds it to the patient's Active Problems list, complete with Date Added, Problem Status, and ICD code.

Add History

The History card now carries an Add History button that opens the Add History window. History is organized into the practice's configured history tabs, with structured sections such as Medical History (Endocrine Disease, Circulatory System, Heart Disease, Valvular Heart Disease, Vascular Disease, Thyroid, Stroke, Cancer, and more) and Surgical History (General, Abdominal, Cardiac, ENT, Gyn, Urogenital, Musculoskeletal, and Vascular Surgery). Entries added here appear on the chart's History card with their Date Added.

How It Works

Step 1 – Open the Patient Chart: Navigate to Patients > Patient Chart. Each card — Vitals & Measurements, Insurance & Financial, Problem List & History, and History — now carries its own add action.

Step 2 – Add from the card: Click Add Vitals, Add Plan, or Add History to open the corresponding window, or type directly in the Active Problems search to add a diagnosis.

Step 3 – Complete and save: Fill in the details and click Add. BMI is calculated automatically in the vitals window, and insurance details can be imported or scanned from the card.

Step 4 – See it on the chart immediately: The new vitals, plan, problem, or history entry appears in its card on the chart right away.

Key Benefits

• Everything is added where it is read — vitals, plans, problems, and history are entered directly on the chart, with no module-hopping.

• Faster intake — insurance cards can be imported or scanned instead of typed, and BMI is calculated automatically.

• Cleaner problem lists — the ICD-10 type-ahead ensures coded, consistent diagnoses.

• Structured history — medical and surgical history is captured in organized, reusable sections.