All About Patient Portal – CareStack: User Resource Center

Let's check out how patients can access and manage the patient portal.

Topics Covered

Check Patient Portal Status
Access Patient Portal
Actions on the Home Page
Check and Sign Pending Forms
View Upcoming and Past Treatments
Manage Financials
Manage Appointments
View and Upload Documents
Account Details
Sign Out

Check Patient Portal Status

Practices can quickly check the status of the patient portal for a patient by performing the steps below.

Select the patient using the Global Search Bar.

Click Check Patient Portal Status.

If the patient portal is active for the selected patient, a toast notification will appear on the top right stating that 'Patient portal is active'.

Access Patient Portal

The patient can click on the link provided by the practice to access the patient portal.

From the Patient Overview page,

Click Send Patient Portal Link.
This action will send a patient portal link to the patient.

Once on the sign-in page, the patient can perform the following,

Select the email address to receive the code.
Click GET VERIFICATION CODE.

Copy the code received on the patient's email address.

Paste the verification code on the patient portal and click VERIFY AND LOGIN.

If your information is not correct on the first sign in page, click on THIS IS NOT MY INFO.
- Enter the First Name, Last Name, and Date of birth.
- Click NEXT.

Once logged in, you will land on the patient's Home page.

Actions on the Home Page

Let's explore all the modules in the patient portal.

On the HOME page,

If the patient has another family member, you can select the required member from the Select Family Member drop-down.
Click BOOK AN APPOINTMENT to navigate to the Online Appointment Portal.
- Here you can book an online appointment all by yourself or request the practice to book an appointment for you.
When the Responsible Party (RP) is selected, you can view tasks left to complete for the patient (RP) and linked family members.

Click on the patient (RP) or the linked family member under the tasks left to complete section to view PENDING TASKS for the selected member.
- The tasks may include adding pending account information, filling and signing forms, and adding insurance information.

When a family member other than the responsible party is selected, you can view only the pending tasks of that person.

Note: When you log in to the patient portal as a non responsible party, you will only be able to view and manage your tasks. You will not be able to select any other family member.

While you are on any other page other than the patient portal home page, click Tasks on the top right to view pending tasks.
To navigate back to the home page as an RP, click SWITCH BACK TO MY PROFILE.

Scroll down to view upcoming appointments and the total balance due.

UPCOMING APPOINTMENTS of the patient are displayed here with information including appointment date and time, location, patient name, address, and appointment status.

Financials

The Financials section on the Home page provides a consolidated view of outstanding balances and quick payment options.

You can view:

Total Account Balance Due: Combined outstanding balance for the account
Total General Balance Due: Outstanding balance for general treatments
Total Ortho Balance Due: Outstanding balance for orthodontic treatments

To make the payment, click PAY and and select one of the following options:

Pay Total Balance Due
Pay General Balance Due
Pay Ortho Balance Due
To view a detailed breakdown of balances for each family member, click VIEW ACCOUNT MEMBERS SPLIT.

The split view displays Total Balance Due, General Balance Due, Ortho Balance Due and Credit.
Select the respective General or Ortho balance for the member you wish to pay for, then click PAY to proceed with the selected payment.

Check and Sign Pending Forms

Select the FORMS section to view the pending forms of the selected patient.
Click QUICK SIGN FORMS to quickly sign off forms.

Pending Forms show up in the patient portal if the patient has forms in Incomplete status in the system.

Note: If the practice adds a new Medical History Form for the selected patient in CareStack and is left incomplete, it will be reflected as a pending form in the patient portal.

Utilize the Search bar to find the intended form from the grid.
To sort the forms, click SORT BY and choose the desired sort criteria.

To complete a specific pending form,

Select the required Form from the grid.

If you want to save any changes and come back later, click Save.

To sign the form, click SIGN FORM.

Select the relationship to the patient.
- Click Confirm.

Draw the signature.
- To clear the added signature, click Clear.
- Once the sign is added successfully, click Sign.

If you navigate away from the forms section or click the browser’s back button while filling out forms, you will receive an alert.
- You can choose to Cancel, Leave Without Saving, or Save the progress.

Fill Up Pending Medical History Form

Select Yes, No, or I don't know options to record the Conditions and Allergies of the patient.
- After each section is completed, click Next to move to the next section.

Tip: If no Condition/Allergy is applicable, you can mark all as 'No' in one go by clicking MARK ALL AS "NO" option.

On the Current Medication step, you can view the existing medication of the patient.
- You can make changes to the Start Date and End Date by clicking on the pencil icon.
- To stop the existing medication, click END MEDICATION.

Enter the End Date (optional) and click END.

Add a New Medication

Click +ADD MEDICATIONS.

Enter the Medication name, Start Date, and End Date.
Click SAVE.

Complete the Dental and Medical Questionnaire.
Click SIGN FORM to complete the form.

Select the relationship to the patient.
- Click Confirm.

Draw the signature.
- To clear the added signature, click Clear.
- Once the sign is added successfully, click Sign.

Once you have signed, the medical history form will be completed.

View Upcoming and Past Treatments

Select the TREATMENTS section to view Ortho Plans, Treatment Plans, Upcoming Treatment, and Past Treatment of the patient.

Ortho Treatment Plans will only be displayed in the patient portal if the practice has presented the treatment plan and shared that with the patient. Click here to know more.

Under the ORTHO PLANS tab,

You can view the ortho treatment plans of the patients that were presented with or without insurance.
To sign or reject a treatment plan, click REVIEW TREATMENT.

Once the page opens, you can review the following details:

Financial Summary: Displays the Treatment Fee.
Orthodontist and Duration: Shows the assigned orthodontist and the planned treatment Duration.
Treatment Agreement: Provides the agreement details for the selected treatment plan.

Payment Options: Lists the available payment plans.
- Click SIGN, next to the desired treatment plan.
- If payment plan customization is enabled, click CUSTOMIZE to modify the plan as required.

Use the sliders and input fields to modify values such as down payment, payment terms, or periodic payment.
Once done, click ACCEPT & SIGN.
Draw the signature and click Sign.

Once completed, you will receive a notification confirming that the ortho treatment plan has been successfully signed.

Under the TREATMENT PLANS tab,

You can view the treatment plans of the patients that were presented with or without fee details.
To sign or reject a treatment plan, click REVIEW TREATMENT.

In the Treatment Plan that opens, you will see:

Completed Treatments highlighted with a green checkmark.
Discounts marked as (*) includes Membership Plan Discounts.
The Phases of the treatment plan with details such as Date, Treatment Code, Tooth/Surface, Charges, Insurance Estimate, Discounts and Patient Payable.
The totals are broken down status-wise i.e., by Completed Codes Total and Planned Codes Total.
You will also find the Treatment Agreement at the bottom of the treatment plan.
Click REJECT or SIGN as needed.

Select the corresponding tab to view the UPCOMING and PAST TREATMENT of the patient.

Manage Financials

Select the FINANCIALS section to view all payments of the patient and their family members.
The Total Account Balance Due, Total General Balance Due, and Total Ortho Balance Due will be displayed on this page.

To pay the total account balances, click PAY near the Total Account Balance Due.
- Select Pay Ortho Balance Due, Pay General Balance Due, or Pay Total Balance Due as required.

If the patient has linked family members, click VIEW ACCOUNT MEMBERS SPLIT to review individual balances.

The split view displays Total Balance Due, General Balance Due, Ortho Balance Due and Credit.
Select the respective General or Ortho balance for the member you want to make a payment for, then click PAY to proceed with the selected payment.

The Payment Amount will be displayed.
- Verify the Payment Amount and edit as needed.
Click Pay Now.

Enter the card details and click the Pay button.

Select the PAYMENT HISTORY tab to view all completed payments.
Click DOWNLOAD RECEIPT to download payment receipts.

Tip: The patient ID on the receipt will be masked and only the last two characters will be visible to comply with privacy regulations.

To view previous statements of the patient, select the STATEMENT HISTORY tab.

Manage Appointments

Select the APPOINTMENTS section to view the UPCOMING and PAST APPOINTMENTS of the patient.
Click BOOK AN APPOINTMENT to navigate to the Online Appointment Portal.
- Here you can book an online appointment by yourself or request the practice to book an appointment for you.

View and Upload Documents

Select the DOCUMENTS section to view shared and uploaded documents of the selected patient.
Utilize the Search bar to find the intended document from the grid.
To sort the documents, click SORT BY and choose the desired sort criteria.

You can view documents shared by the practice on the SHARED WITH ME tab.
- Click on the desired document to open it.

Practices can set a document to be displayed in the patient portal by enabling the Share to Patient Portal toggle button on a Completed document.

To view all documents uploaded by you, select the UPLOADED BY ME tab.
- Click on the desired document to open it.
To upload a document, click UPLOAD.

Drag and Drop your file on the modal, or click on the hyperlink and browse for the intended file from your system.

Account Details

View Account Details

Select the ACCOUNT DETAILS tab on the ACCOUNT DETAILS section to view the account details of the patient and their family members.

To make changes to any of the account details, click EDIT on the required family member.

Make the required changes.
Click Save to update the changes.
- To save and continue further to add insurance for the patient, click Save & Add Insurance.

To add an account member to the patient's account, click ADD ACCOUNT MEMBER.

Enter the required information.
Click Add.
To add a new account member and continue further to add insurance, click Save & Add Insurance.

Add Cards

You can add cards for payment on the signed in account. To do that, perform the steps below.

Select the MANAGE CARDS tab.
Click Add New Card.

Enter the card details such as Card Information, Cardholder Name, Billing Address, Zip Code, City, State, Nickname, etc.
Click Pay $0.00.
This will be a zero dollar transaction and it is used to store the credit or debit card information.