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Client Portal

Prerequisites

Overview​

Pilot Client Portal is a web-based interface that allows your customers to view their cases, communicate with your team, view their financial transactions and pay for invoices, and view upcoming shipments with their statuses (if you are using one of the integrated shipping providers).

Accounts and Users​

There are two important concepts to separate: a client portal account and a client portal user.

  • An account is just a collection of one or more users. Each client portal account can be configured to show/hide different financial sections, such as invoices, payments, credits, and statements. Additionally, you can choose to hide the transactions from the current billing cycle if your lab needs time to clean up financial information before you show it to the client.
  • A user is an individual doctor-office (specific doctor at a specific office) with individual login credentials. Each user can have different notification settings, such as which notifications they receive and how frequently. Users can also be restricted from viewing the billing account information, which overrides the client portal account display settings. Moreso, each doctor-office pair can have more than one user, as long as the username is unique across the system.

Creating a Client Portal Account​

Before you begin, you need to have "Create" permissions for the client portal account entity. Once you have the necessary permissions, navigate to Clients → Client Portal Accounts and click on the "Create Account" button.

To create a client portal account, you need:

  1. Type: doctor, office, or an office group. Doctor level allows only one user to be added. Office level allows for all doctor-office pairs from the same office to have an individual user. Office group level allows for doctor-office pairs from multiple offices to have individual users.
  2. Select which financial sections of the website you'd like to show to the client: invoices, payments, credits, and statements. All accounts have access to all their cases (meaning, a user will see all cases associated with their office or group if the type is office or office group).
  3. Select whether you want to show all financial transactions in real time.
  4. Each user must have a unique login that is also an email address. That email will be used for sending email notifications.
  5. You can choose which notifications a user will receive as well as how frequently. The default notifications can be set in Admin → Settings → Clients.
  6. You can restrict users from viewing the billing account information. This will override the client portal account display settings. This is useful if you have doctors that are not allowed to see the financial information of their office or office group.

What Customers See​

When clients log in, they will see a dashboard with the following sections:

  • Upcoming shipments with the ability to track the shipment if you're using one of the integrated shipping providers.
  • 5 outstanding invoices with the ability to pay them online (if you have Stripe configured).
  • 5 most recent unread messages
  • 5 live and hold cases.

Customers are also able to navigate to the list of cases and open each case that belongs to them. They won't see any financial or manufacturing schedule-related information, as well as none of the case comments, custom fields, additional steps, or event logs. They will see the main case information, which products are on the case, attachments and scans, and the case messages.