How to place a manual order

Hey everybody, this is Kris with Healthaide. In this video we're going to walk through how to place a manual order for a patient. Keep in mind, this is if you are your own provider in your own provider network, which means your profile would already have to be configured with your profile information.

All the details in your profile need to be input. You have your licenses in here, including a license number, expiration date, and the state selected from the dropdown. Also make sure you have your NPI number in here. All of this information gets passed through to the pharmacy when we add you to our pharmacy network. Add your DEA number if applicable, save your signature, set your availability inside your calendar, and sync your calendar, whether that's Google or Outlook. Make sure all of those steps are done first.

From there, if you are licensed in a given state to provide care and you have been approved and added to the pharmacy network, you would be able to place a manual order. You'd know you're not yet approved because there would be an orange indicator bar at the top that says you're awaiting approval. Once that bar is gone, you're approved.

To place a manual order, go to your Pharmacy Network tab on the left-hand side, go to Manual Orders, and click Create an Order. From here you can select the patient you're creating the order for. You'll see a card on file for some patients and not for others. This is important: if there is no card on file, the patient will receive a notification telling them they need to add a payment method before the order is actually passed through. If they don't add a card on file, the order will eventually expire in the system, but they'll receive a notification via text message and email directing them back to the portal to add a payment method.

In this scenario I chose myself as a test account, and I do have a card on file. Let's say I have somebody who wants to apply for care and they're looking at testosterone. We can see there's a thirty-day supply, sixty-day supply, and ninety-day supply. I'll choose the sixty-day supply as what the patient needs.

Now I can either bill the patient with their card on file — you'll see it says card on file here, and if there's no card on file it will indicate that too — or I can bill the clinic. Billing the clinic is for when you want to cover the costs yourself and not pass additional fees to the patient, or when you already collected fees inside your clinic and the patient has already paid you.

You can type your directions to the patient in the patient notes, and keep internal notes in the provider notes. Then create the order. It will show authorized by your name and your NPI number, and you go ahead and create the order. From there you'll see that the patient received the order. It is settled and submitted, and there are no actions that need to be taken.

Let's take a look inside the patient profile. I'll log out and log back in as that patient. As you'll remember, we submitted for a Tesamorelin and Ipamorelin combination, and now you can see that combination being processed. Once the pharmacy receives it, it will say "for fulfillment," and then it will ship to the patient. So we can see tracking all the way through for that manual order.

If the patient goes to Prescriptions, they'll see the order that was submitted. If the patient marks it as order confirmed and received, then back on Prescriptions you'll see the tracking of the refill date and the time until refill. The patient will see when they can refill, that button will become available, and they'll see any patient instructions you configured. You can pre-configure these instructions and notes inside your portal so you use a template every time. We'll cover that in a different video.

The most important thing to remember: if a patient does not have a card on file and you're going to prescribe them something, you'll see "send payment link." It is on the patient to add or confirm their payment method before the order actually goes through.

One more note at the time of this video: we currently support one prescription per patient order, so you place one prescription at a time. That way you can add your patient notes and provider notes appropriately for that one prescription. However, we're moving to a cart-style application process, both for patients in the portal and inside the manual ordering platform, so you'll be able to order multiple vials or multiple medications at once, write patient and provider notes for all of them, and charge the patient all at one time. That update is coming in the next couple of weeks.

Also important: if you are not licensed to practice in a given state, you'll receive a notification. In this sample account I tested a patient in Florida where I'm not licensed, and you'll see the notification that you're not licensed to provide care. If that happens and you are in fact licensed, go back to your profile page, check your licenses, and make sure you've added the state license, that it isn't expired, and that your NPI number and everything is updated, because the system requires those to pass an order through.

So that's the manual ordering process. I hope this is helpful. If you have any questions, as always, feel free to reach out.