Overview of Updates

1. Open Visit – Shortcuts in Sentence View

Navigation: Patients > Open Visit > Sentence View

Overview

Shortcuts are now fully supported in Sentence View. Previously, shortcuts only expanded inside the section comment boxes of the individual Open Visit tabs; when the same shortcut was typed in Sentence View it was saved as plain text. Sentence View now behaves exactly like the section notes, so providers can document in whichever view they prefer without losing the time-saving benefit of shortcuts.

Triggering a Shortcut

There are two ways to insert a shortcut in Sentence View:

• Type @: the Insert Shortcut picker opens with the list of available shortcuts (for example, FIRST_NAME, LAST_NAME, DOB, GENDER, HE_SHE_INITCAP, PATIENT_PHONE). Use the arrow keys to navigate, Enter to insert, and Esc to dismiss.

• Type the shortcut and press Space: the shortcut is immediately replaced with its description, in the same way it works in section notes.

Behaviour

• A valid shortcut always expands to its description; it is never stored as plain text in the note.

• The shortcut list, the expanded values, and the keyboard behavior match the section comment boxes exactly, so there is no difference between the two views.

• Shortcuts can be inserted in any section displayed in Sentence View, including HPI, Subjective, and Assessment. 

2. Open Visit – Plan & Assessment Notes on the New Text Editor

Overview

The Notes area in the Plan and Assessment sections has been moved from the legacy editor to the new rich-text editor already used elsewhere in the new UI. The editing experience is now consistent across the visit, with a modern formatting toolbar, while all existing save and display behavior is preserved.

What Has Changed

• New editor: the Notes box in Plan and Assessment now opens in the new text editor with Bold, Italic, Underline, text and highlight color, bulleted and numbered lists, and Undo/Redo.

• Existing notes carry over: Plan and Assessment text saved in earlier visits displays correctly in the new editor without any migration step.

• Formatting is retained: any supported formatting applied to the note is kept after saving and remains intact when the section is reopened.

• Expanded view: the expand icon on the Notes panel opens the note in a larger Comments window with the same toolbar and a Clear All action, making longer notes easier to write and review.

Save and Error Handling

• Notes are saved through the same save action as before; the updated text is stored against the visit and reflected across the chart as it was previously.

• Loading states are shown while existing notes are retrieved.

• If a save fails, the user is shown an appropriate error message.

3. Clinical Designer – Add and Update Chief Complaints from the Template Builder

Overview

Chief Complaints can now be created and maintained directly from the Template Builder in Clinical Designer. Previously, the Chief Complaint list on a template was read-only, and new complaints had to be set up separately. The search icon beside the Chief Complaint field is now a hyperlink that opens a dedicated Chief Complaint window, so template designers can view, add, update, and activate or deactivate complaints without leaving the template they are working on.

Chief Complaint Window

• Click the Search icon in the Chief Complaint section of the Template Builder to open the Chief Complaint window.

• The window lists all Chief Complaints created in the practice in a grid.

• From the grid, the user can open an existing complaint to update it or choose Add New CC to create a new one.

Adding a New Chief Complaint

Selecting Add New CC opens the Add New Chief Complaint form with the following fields:

Click Create Chief Complaint to save the record, or Close to discard it.

Updating an Existing Chief Complaint

Clicking a Chief Complaint in the grid opens it in the Update Chief Complaint form. The user can:

• Rename the Chief Complaint.

• Edit the Description.

• Change the Active status to activate or deactivate the complaint.

Entered By and Entered Date are displayed for reference and remain read-only. Click Update Chief Complaint to save the changes.

4. AI Follow-up Workflow Enhancement – Plan A/R and Patient A/R

Overview

The AI Follow-up workflow has been significantly extended across both Plan A/R and Patient A/R. Practices with an active AI Agent can now hand claim status checks and denial follow-up to the AI directly from the Follow-up Visit Detail, track each request through a clear processing lifecycle, and see AI activity at a glance through color-coded rows, a consolidated History, and a Calls/Call History view that records the AI's results. Patient A/R gains an AI Payment auto-action whose result is reported back to the patient's Call History.

AI Feature Availability

Part 1 – Plan Follow-up (Plan A/R)

Auto Action Options

The Auto Action dropdown in Follow-up Visit Detail now offers AI Status, AI Follow-up, and (for a future release) AI Portal Agent alongside the existing EDI Claim Status option. The AI options are only shown to users whose AI Agent is active and whose plan supports the feature.

AI Status Agent – Processing Lifecycle

When a user selects AI Status, a request is created for the claim and picked up by an hourly batch process. The request moves through the following stages:

Canceling an AI Status Request

• While cancellation is still allowed, clicking the cross (×) displays the confirmation "Are you sure you want to cancel the Auto Action?"

• Yes cancels the AI Status request and re-enables the Auto Action dropdown; No keeps the action in place.

• Once the Claim Status has changed to Waiting for Result, an attempt to cancel displays an alert stating that the action is already in progress and cannot be canceled.

AI Follow-up – Reason Validation and Immediate Run

AI Follow-up is driven by the follow-up Reason selected on the visit. The system validates the Reason against the supported list before the action can run:

• If the Reason is not supported, AI Follow-up cannot be selected or executed.

• If a supported Reason is selected, AI Follow-up is selected automatically.

• AI Follow-up runs immediately: it does not wait for the hourly AI Status batch. While it runs, Claim Status shows Waiting for Result.

• On completion, the Auto Action is automatically renamed AI Follow-up Processed.

Supported AI Follow-up Reasons

Plan A/R Grid – AI State Color Coding

The Plan A/R grid now shows the state of the AI action on each row, and the Auto Action column identifies the action assigned to the follow-up visit:

Claim Status – Claim Processing Details

For processed claims, the Claim Status tab displays the Claim Processing Details returned by the AI together with the resulting status, for example, Paid.

Change Group from the Gear Menu

The Group type of a Plan A/R visit can now be changed from the gear menu by selecting Change Group. Every group change is recorded in the visit History.

Calls Tab

The Calls tab in Plan A/R lists the full call history for the visit. Rows highlighted in purple represent AI calls; all other rows represent regular calls.

When the user clicks Add Call from Plan A/R > Follow-up Visit Detail > Calls, the Status dropdown has been updated with the following values: Completed, Left Message, Attempted, Paid, Denied, Not on File, Patient Not Found, and In Process.

Consolidated History

The History tab is now a single, chronological view with Event, Activity, Entered By, and Entered Date columns. It captures meaningful entries for Auto Action, Group Change, Reason Change, Call Completed and Tickle Date events, including the AI Status Processed and AI Follow-up Processed outcomes.

Follow-up Visit Detail – Actions Moved to the Gear Icon

Advance Eligibility, Create RCM Task, and View Submit are now available from the gear icon at the top-right of the Follow-up Visit Detail and have been removed from the bottom action bar, which now holds only Close and Update Visit.

Part 2 – Patient Follow-up (Patient A/R)

Patient-Specific Auto Actions

Patient A/R now presents patient-specific auto actions only; claim and insurance-specific actions are no longer shown in the patient Auto Action list. The available actions are AI Payment, Yes Statement, No Statement, Discount, Attempt 1, Attempt 2, and Attempt 3.

AI Payment – Processing and Completion

• Selecting AI Payment from Auto Action in the Patient Follow-up Visit Detail starts the AI payment workflow and displays a Processing indicator at the top of the modal. The Auto Action remains identifiable as AI Payment while the result is pending.

• When processing completes, the Auto Action is automatically changed to AI Payment Completed.

Patient A/R Grid – AI State Color Coding

The Patient A/R grid uses the same row color coding as Plan A/R: Processed rows are Green, Processing rows are Purple, and Error rows are Orange.

Change Group from the Gear Menu

The Patient A/R Group can be changed from the gear icon by choosing Change Group. The change is recorded in the Patient A/R History.

Patient Call History – AI Payment Results

Once AI Payment returns a result, the processed AI activity is shown in the patient's Call History:

• Only processed/completed AI actions appear as final results in Call History; in-process AI actions are not shown.

• Two call types have been introduced: AI Payment and Patient Call.

• AI-generated Call History rows are highlighted purple. A successful AI Payment shows Paid; an unsuccessful one shows Failed.

• Where the AI Status column is present, the outbound AI result is kept separate from the regular call Status.

Clicking the AI icon shown beside the call date opens the Recorded Transcript window, where the user can play back the recording and read the transcript of the AI call.

Add Call

The Add Call button opens the Follow-up Call Center popup with Call Type, Next Reason, Status, Duration (Mins), and Comments. If the call was performed by the AI, the related AI result is retained with the call record.

Consolidated History

Patient A/R History is also a single chronological view with Event, Activity, Entered By, and Entered Date. Example events include Auto Action, Group Change, Reason Change, Call Completed, and Tickle Date.

5. Web KIOSK – Patient Self Check-In (New UI)

Overview

The Web KIOSK has been rebuilt on the new UI to give patients a guided, step-by-step self-check-in. A progress bar at the top of every screen shows the six stages of the flow: Verification, Demographics, Insurance, Forms, Consents and Payment, so patients always know where they are and what remains. Driver's license and insurance card scanning pre-fills the patient's details, insurance eligibility is checked on the spot, and payment can be collected at the kiosk or deferred to the front desk.

Step 1 – Verification

• The Verify Your Date of Birth screen is the first step of check-in.

• The patient enters or selects their date of birth. The Verify to Continue button stays disabled until a valid date has been entered and is highlighted once a date is selected.

• The date of birth is validated against the patient record. A match moves the patient to the next step; a mismatch displays a clear error message.

Step 2 – Demographics

• The patient can scan or upload their driver's license first; the system reads the license and automatically populates the demographic fields. The uploaded license image is shown on screen for confirmation.

• First Name, Last Name, Date of Birth, and Gender are mandatory and must be completed before the patient can continue.

• An Emergency Contact step is available on request and is controlled by a practice-level flag.

When the Emergency Contact flag is enabled for the practice, the patient is asked for an emergency contact before moving to Insurance:

Step 3 – Insurance

The patient can either add a new insurance or select from the insurances already on file:

• New insurance: uploading the insurance card automatically populates the insurance fields; the patient then completes the Insured Party information. Additional (secondary) insurances can be added.

• Existing insurance: selecting an insurance on file shows its details in the Selected Insurance Details section.

• Real-time eligibility: as soon as an insurance is added or selected, eligibility is checked at the kiosk, and the result is displayed on the same screen, so the patient knows the coverage is valid before moving on. If the insurance is not valid or eligibility cannot be checked, the patient sees a clear message, and the front desk is notified.

Step 4 – Forms and Step 5 – Consents

• Forms published by the provider for the patient are presented one at a time; the patient completes each form and clicks Continue to move to the next.

• When all forms are complete, any Consent forms published by the provider are presented in the same way, and the patient moves to the next form by clicking Continue.

Step 6 – Payment

Once all steps are complete, the patient is taken to the Patient Payment screen. The payment breakdown is displayed in a grid with the following columns:

• Pay Now: the patient enters their card details as required by the practice's payment gateway, and the payment is processed at the kiosk.

• Pay Later: the patient can settle the balance at the front desk.

After the payment step, the patient is checked in successfully, and a confirmation message is displayed on screen.

6. AI Scribe – Pre-scribe and Post-scribe

Overview

The AI Scribe now lets providers shape the note both before and after it is generated. Pre-scribe lets a provider save standing instructions, at the provider level and per section, that are applied every time a scribe runs. Post-scribe lets the provider refine the generated note by regenerating a single section or the whole note with fresh instructions, with full version history and undo. The scribe is opened from the Scribes pill or the microphone icon in the Open Visit toolbar.

Pre-scribe – Provider Custom Instructions

• The AI Scribe Settings window opens with a Provider Custom Instructions box. Instructions written here are applied to every section of every scribe the provider runs (for example, "I want each section to be in 3 bullet points only and to the point").

• Preset chips are available on the setup screen for common preferences, so instructions can be added with a single click.

Pre-scribe – Section-Level Settings

The AI Scribe Settings grid lists each note section (HPI, Assessment, ROS, History, Notes, and so on) with the following controls:

Capture and Generation

• The capture screen shows a live waveform with Stop, Play, Resume Later and Discard controls, a live transcript, and an AI Suggestions rail. A player is also available for pre-recorded audio.

• When the note is generated, the transcript, the pre-scribe instructions and the visit context are combined to build the note.

• The generated note is displayed as section cards plus a Plan table. Sections with no content are hidden automatically.

Post-scribe – Regenerating a Section

Each section card header on the generated note has a regenerate icon that opens a Regenerate popover for that section:

• Preset chips: Make it shorter, More detail, Bullet points, Numbered list, Paragraph, Add pertinent negatives, Plainer language.

• Custom instructions: a free-text box describing what to change.

• A reminder of the pre-scribe instructions already applied, so the provider can see what is already in force.

• Each regeneration bumps the section's version pill (v2, v3, and so on). The current text is kept as a version that can be reverted to.

Post-scribe – Regenerating the Whole Note

The Regenerate Note button in the header opens the same popover with an additional Apply to multi-select (HPI, Assessment, ROS, History, Notes). Only the selected sections are regenerated; the others are left untouched.

Undo

The undo icon on a section card reverts that section to its previous version, so a provider can safely experiment with regeneration instructions and step back if the result is not what they wanted. Once satisfied, the provider uses Accept to bring the note into the visit, or Reject to discard it.

7. AI Agent – Outbound Patient Collections

Overview

A new outbound payment agent calls patients about their outstanding balance, verifies their identity, and sends a secure link to pay. The agent is designed around patient safety and compliance: it reads the recording disclosure where required, never transfers to a live person, never takes card details over the phone, and immediately stops the payment request whenever the patient disputes the balance, mentions bankruptcy, or asks not to be called. Every call ends with a logged disposition so the billing team always knows the outcome.

Call Flow

Stop-and-Flag Scenarios

The agent does not push for payment and instead flags the account for the practice to review when the patient:

• disputes the balance;

• has an insurance question;

• is already on a payment plan or in collections;

• mentions bankruptcy.

Do Not Contact

If the patient asks the agent to stop calling, says it is the wrong person, or the patient is deceased, the agent stops immediately, removes the number from the AI calling list, and flags the account.

8. Messaging – New Create Message Window

Overview

The New Message window has been redesigned on the new UI. Users can compose, save, and send a message from a single, cleaner screen that brings together recipient selection, patient association, rich-text composition with templates and variables, message properties, and delivery channel selection. All existing messaging business rules are preserved.

Composing a Message

Actions

• Send Message: validates the required fields, sends the message, and shows a success confirmation. If required fields are missing, submission is prevented, and validation messages are shown against the missing fields.

• Save as Custom: saves the current message content as a custom template for reuse.

• Cancel: closes the window without sending.

Replying to a Message

Opening an existing message shows the full conversation thread with each message, its sender, and timestamp. The reply editor at the bottom offers the same formatting toolbar, templates (for example, Appt Link), and variables as New Message, while Status, Priority, Due Date, Patient, and Assigned CC can be updated from the Properties panel. A Custom Fields button is available in the header, and Send Reply posts the response into the thread.

9. Patient Chart – New Patient Alerts Modal

Overview

A new Patient Alerts modal surfaces all of a patient's outstanding clinical and financial alerts in one consolidated view. It is designed for providers, clinical staff, front-desk, and billing users who need to review and act on alerts when a patient is opened, before or during the visit.

Modal Layout

Working an Alert

• Each alert shows its title, description, and a type tag: Clinical Alert or Financial Alert.

• Contextual action buttons are shown for the alert type, for example, View Order for laboratory alerts, View Medication for medication alerts, and Reply for amendments, secure messages, billing, and other financial alerts.

• Clicking the Resolve message on a clinical alert removes it from the list, shows the success toast "Message resolved successfully", and decreases the group count accordingly.

10. AI Scribe – Faster Fill Value

Overview

The Fill Value action in AI Scribe has been optimized to run faster. Previously, Fill Value took a noticeable amount of time to complete; the processing time has now been reduced so that providers can fill values quickly during documentation, with no change to the quality of the filled result.

What Has Changed

• Faster processing: Fill Value completes in less time than before.

• Same quality: the content of the filled result is unchanged; only the time taken to produce it has been reduced.