Patients Tab Overview

How to search for patients

Search function also allows for more complex queries such as:

• John gender:m
• John gender:m dob:01/18
• John Smith gender:m dob:01/18
• dob:03/14/1992 Jane

How to create a new patient

1. Click the 3 dots in the top right corner
2. Select Add New Patient
3. Enter Patient's details
4. Be sure to enter the patient's email if you want them to receive an email appointment confirmation
   NOTE: Send onboarding invitation - toggling this on will send the patient a sms message with a link to download the Carbon patient app

Patient Account Help

Patient is Locked Out of Account

1. In the Patients tab, search for the patient
2. Open the patient's chart and click the 3 dots in the top right corner
3. If the patient’s account is disabled, an “Enable account” option will appear in the drop down
4. Click “Yes” in the pop up window to confirm enabling the account
5. Optional: You can reset the patient’s password or direct the patient to select Forgot Password in the log in screen

Change Patient’s Password

1. In the Patients tab, search for the patient
2. Open the patient's chart and click the 3 dots in the top right corner
3. Select Patient Information
4. In the Profile section, select Change Password
5. Enter a 8 character password
6. Click Save

Change Patient’s Name

The Patient's first and last name is tied to Insurance. The name on file in the EHR must match the name associated with the insurance plan.

1. In the Patients tab, search for the patient

2. Click the 3 dots in the top right corner and choose Insurance.

3. If Self Pay:

   • Click the Self Pay option at the bottom of the screen
   • Edit the details as needed
   • Press Submit
   • If it takes you to the address section, enter the patient’s address

4. If Insured:

   • Click the pencil icon next to the insurance provider
   • Scroll to the Subscriber or Patient Information section
   • Edit the details as needed
     • Note: You cannot update the Preferred Name, Pronouns, and Gender Identity in this flow. See related section below.
   • Click Save Insurance
     • This will run a RTE verification to ensure the details match what the payer has on file.

Change a Patient’s DOB

The Patient's date of birth is tied to Insurance. The DOB on file in the EHR must match the DOB associated with the insurance plan.

1. In the Patients tab, search for the patient

2. Click the 3 dots in the top right corner and choose Insurance.

3. If Self Pay:

   • Click the Self Pay option at the bottom of the screen
   • Edit the details as needed
   • Press Submit
   • If it takes you to the address section, enter the patient’s address

4. If Insured:

   • Click the pencil icon next to the insurance provider
   • Scroll to the Subscriber or Patient Information section
   • Edit the details as needed
     • Note: You cannot update the Preferred Name, Pronouns, and Gender Identity in this flow. See related section below.
   • Click Save Insurance
     • This will run a RTE verification to ensure the details match what the payer has on file.

Change a Patient’s Sex assigned at birth

The Patient's sex assigned at birth is tied to Insurance. The sex assigned at birth on file in the EHR must match the sex assigned at birth associated with the insurance plan.

1. In the Patients tab, search for the patient

2. Click the 3 dots in the top right corner and choose Insurance.

3. If Self Pay:

   • Click the Self Pay option at the bottom of the screen
   • Edit the details as needed
   • Press Submit
   • If it takes you to the address section, enter the patient’s address

4. If Insured:

   • Click the pencil icon next to the insurance provider
   • Scroll to the Subscriber or Patient Information section
   • Edit the details as needed
     • Note: You cannot update the Preferred Name, Pronouns, and Gender Identity in this flow. See related section below.
   • Click Save Insurance
     • This will run a RTE verification to ensure the details match what the payer has on file.

Change a Patient’s Preferred Name, Gender Identity, or Preferred Pronouns

Patient's preferred name, gender identity, and preferred pronouns can be entered independent of insurance.

This can only be updated in the Patient Information row in Check In Details.

This means that you will need to navigate to an encounter/appointment the patient has (previous, current, or future)

1. In the Patients tab, search for the patient
2. Click the ‘Other’ tab (on the far right)
3. Click ‘Appointments’
4. Select an appointment
5. Click View Details in the bottom left corner
6. Click the ‘Patient Information’ row
7. Edit the details as needed

Change Patient’s Email

1. In the Patients tab, search for the patient
2. Click the 3 dots in the top right corner and choose Patient Information.
3. Scroll down to Contact Information section and select Email address.
4. Enter the email the patient would like to use, then click Save.

Email Address already in use If you see this error message, that means that the email address entered is already being used for an account within the entire Carbon system. We do not allow email addresses to be used across different accounts unless patient’s are in a family account. See Family Account (opens in a new tab) section on how patients can add themselves to a family account.

Change Patient’s Address

1. In the Patients tab, search for the patient
2. Click the 3 dots in the top right corner and choose Patient Information
3. Scroll down to Contact Information section and select Address
4. Enter the Address the patient would like to use
5. Select the Address that matches the populated options
   • Be sure to add Building/ Apartment numbers when applicable
6. Click Save

Change Patient’s Phone Number

1. In the Patients tab, search for the patient
2. Click the 3 dots in the top right corner and choose Patient Information
3. Scroll down to Contact Information section and select Phone Number
4. Click on the flag icon to change the country code and phone format
5. Enter the cell phone number (if patient only has a landline, enter that number)
6. Click Next to finish

Merge Account Assistance

If there is more than one account that exists for the same patient, you can merge the accounts into one single account.

Review both MRN’s in EHR and verify that they are the same patient.
It is a HIPAA violation and major privacy issue to merge accounts that are not the same patient. This action cannot be un-done.

There are two ways to merge patient accounts:

1. See Potential Duplicate Patients prompt

   • While viewing a patient’s chart, you may see a red alert that reads “see potential duplicate patients”
   • This automatically displays when the system recognizes patients in the system that have the following matching information:
     • First Name
     • Last Name
     • Date of Birth
     • Gender/Sex Assigned at Birth
     • Phone Number
   • Before merging, be sure you are currently viewing the account that you wish to keep
   • When ready, click “see potential duplicate patients”
     • Take note of the MRN you wish to keep
   • Click Merge
     • The patient listed at the top is the MRN you are not keeping
     • The patient listed at the bottom is the MRN you are keeping
     • You can switch the order if necessary
   • Click Merge
   • The remaining MRN will now contain all of the information from all accounts merged

2. Merge via Patients Tab

   • If you do not see the “see potential duplicate patients” alert in a patient’s chart, this is because the accounts do not fit the criteria of a duplicate
   • If you are sure that there is more than 1 account that exists for a patient, proceed below
   • Note all of the MRNs that need to be merged together
   • In the Patients Tab click the 3 dots in the top right corner
   • Select Merge Patients
     • Enter the MRN in the top row that you are not keeping
     • Enter the MRN in the bottom row that you are keeping
   • Click Merge
   • The remaining MRN will now contain all of the information from all accounts merged

Un-Cancel Appointments (Admin permissioned users only)

1. Search the MRN and click in to the patient’s account
2. Click the Other tab
3. Select the Appointments
4. Click Un-cancel appointment