Patients

The registry for the selected client, and the record every visit, claim and payment traces back to.

Who Can See It

User only, when the client is licensed for patients. Administrators and Managers have no access to patient data by design, which Roles and Access explains.

The List

Column	What it shows
MRN	The medical record number, and the identity the registry is keyed on. No two patients share one
Patient	Name
Sex	As recorded
Primary insurance	The coverage claims will bill first. A primary whose termination date has passed is marked Ended
Last visit	When they were last seen
Open	How many claims are open for them
Outstanding	What is still owed on claims, by the payer or the patient, and open account charges
Email, Marital status, City, Created	Hidden by default. Show them from Table actions > Columns

The list searches, and filters by Payer, Sex, Age Band, Outstanding and Has Open Claims. The search also matches a former name, and such a row reads “formerly” and the old name under the patient’s name. What you type in the search box stays out of the page address, so a bookmark or a shared link carries the filters but never the name you searched for. The search is kept while you move around ClaimPod, and cleared when you reload the page or sign out.

Selecting rows opens a bar at the bottom of the screen; its More menu holds Export Selected… and Delete…. With a whole page selected, a banner offers to select every patient matching the filter, and changing the filter clears the selection. A bulk delete runs as a tracked run, which you can follow under Update Batches.

Each row’s menu offers Open, Edit, Add Visit and View History, plus Delete for a User who is also a Manager or Administrator.

The Patient Page

The header names the patient, with the MRN, date of birth, gender and primary coverage beneath the name (No active coverage once the primary’s termination date has passed), and a Patient actions menu at its right. A patient who was renamed also shows Formerly and the last old name, with +N and a hover list when there were more. Below it a row of sections opens the record one part at a time; the header stays put as you move between them, and each section has its own address, so a link to a patient’s Claims opens on Claims.

Overview opens with four figures for the account: Insurance Balance, Patient Responsibility, Primary Coverage and Last Visit. When the primary’s termination date has passed, Primary Coverage reads No active coverage and names the plan and the day it ended. Insurance money and patient money are counted separately and never added together - they are owed by different people, on different clocks. Beneath them the cards are dealt into as many columns as the window fits, in this order: Demographics, Contact, Guarantor, Claims, Visits. The patient’s own fields are edited in place: change what is wrong, and a bar appears at the bottom of the page with Save Changes and Cancel. Nothing is written until you save. If someone else saved the patient first, Reload takes the place of Save Changes; see A Save Was Refused.

Field
First name, Middle name, Last name	Name as it will appear on a claim
Date of birth, Gender, Marital status	Demographics payers check
SSN	Masked while you read it, showing only the last four digits
Medical record number	The registry key. Required, as are a first and last name of at least two characters
Email, Phone, Address Line 1, Address Line 2, City, State, Zip Code	Contact, and where statements are mailed unless a guarantor is set. The phone number prints in Box 5 of a paper claim. While Address Line 1, City, State or Zip Code is empty, the Contact card warns Address Incomplete and names what’s missing, because claims for the patient can’t export without them

Patient Responsibility tile
Owes and Credit	When the account holds a credit: the credit, any amount still owed beside it, and the refund due date with its countdown
Unapplied	Money the patient paid that is not yet applied to a claim, such as a copay for a visit
Billed to	The guarantor and their relationship, when a guarantor is set
Last statement, No statement sent	Otherwise, when the patient was last billed

If the balances can’t be read, the figures give way to Couldn’t load this account’s balances with a retry, rather than showing zero.

Guarantor card
Who pays	Self, Another Patient or Someone Else. Self reads “Self. Statements go to the patient.”
Relationship	Parent, Legal Guardian, Spouse or Other
Patient	For Another Patient: the patient who pays. A guarantor must be 18 or older
First Name, Last Name, Address Line 1, Address Line 2, City, State, Zip Code, Phone	For Someone Else: the person who pays
Statements line	“Statements for” the patient “go to” the guarantor, once saved
Warnings	A patient under 18 with no guarantor warns that their statements are held until one is set, and offers Use the Insurance Subscriber to fill the guarantor from the primary policy. A guarantor with no address warns that statements hold until one is added

The guarantor saves with the rest of the page, under the same bar.

Overview panel	What it shows
Claims	Claim #, Status, Total Charge and Total Paid
Visits	Visit #, Admit Date, Reason and Status

Each panel is a preview with a View all → link into its section, which keeps the full column set. It holds the newest rows and scrolls inside itself for the rest. A row opens the visit or the claim.

Billing Restrictions closes the Overview: every reason this account must not be billed - QMB, deceased, bankruptcy, payment plan or do not bill - with its reason, where it came from and its window. Rows read Proposed when an ERA remark raised them and nobody has confirmed them yet, Active while they stand, Scheduled before they start and Ended afterwards. A Proposed row holds statements just as an Active one does.

Section	What it holds
Insurances	Coverage in the order it bills: Primary, Secondary, Tertiary
Visits	Every encounter for this patient
Claims	Every claim tracing back to them. A row opens the claim
Remittances	Every payer answer across all of this patient’s claims, newest first, with what was billed, what was paid and what was left to the patient
Statements	Every statement generated for this patient, with its stage, amount due, status, statement date and a download of the document. A row opens the statement
Transactions	The ledger for this patient, with a running total, searchable and filterable. Money held on the account rather than a claim reads Account in the Claim # column, or Account · Unapplied
Activity	The notes people wrote about this patient, newest first. See Record Activity

Activity keeps the account’s story - the notes people wrote about this patient, newest first. A note pinned here shows as a banner above the section row, on every section. Record Activity covers writing, pinning and editing notes.

Patient data usually arrives through imports rather than typing, and any field can be corrected in place. A later import that matches the patient overwrites the name, sex, marital status, address and phone with what the feed sends, so a hand correction there can be replaced; a blank in the feed never clears a field, and date of birth and SSN are only filled when empty. A renamed patient keeps the old name as a former name. Saving the demographics also copies them onto the patient’s unsent claims.

Actions

Action	What it does	When it is offered
Create	Opens Create Patient. Saving first looks for an existing patient with a similar name, date of birth or SSN. If it finds one, the form lists them under A Similar Patient Already Exists, each opening in a new tab, and the button becomes Create Anyway	Above the list
Copy MRN	Puts the patient’s medical record number on the clipboard	In the Patient actions menu
View History	Opens Patient History, which shows who changed this account and what they changed, newest first - the patient, their coverages and their billing restrictions	In the Patient actions menu
Who Viewed This Patient	Opens Audit Log on PHI Access, filtered to this patient, so you can see who opened the record and when	In the Patient actions menu, for a Superadmin only
Add Visit	Opens a new visit for this patient	In the Patient actions menu, and in the Visits section card’s menu
Add Charge	Adds a charge to the patient’s account	In the Patient actions menu, and on the Transactions section toolbar
Post Payment	Records a payment from the patient	In the Patient actions menu, and on the Transactions section toolbar
Apply to Claim	Applies unapplied money, such as a copay, to a claim	In the menu of an Unapplied row in Transactions
Record Refund	Records a refund of the account’s credit	In the menu of a credit row in Transactions
Delete Patient	Removes a patient who has nothing on file. A patient with claims, visits or ledger entries is refused, and the message names what they have	In the Patient actions menu, for a User who is also a Manager or Administrator. Missing otherwise
Add Insurance	Adds a coverage to the patient	In the Insurances section card’s menu
Add Restriction	Records a reason not to bill this patient, with the date it takes effect and, if known, the date it ends	In the Billing Restrictions card’s menu, at the foot of Overview
Generate Statement	Bills this patient now from the balance on the ledger, outside the cycle’s schedule but on its notice ladder: an account that has had earlier notices gets a Reminder, Second notice or Final notice, one rung up when the cadence has passed since its last statement and the same rung again when it has not	In the Statements section. Greyed when the patient has no balance to bill, the account carries a credit, or a statement is still unsent: one held in Statement Review must be released or voided first, and a Draft or Ready one sent or voided first. The tooltip says which. A Final notice it generates comes back Held until the account’s first statement batch is marked mailed
Export…	Opens Export Patients: the selected rows or all matching the filter, the columns shown or all of them, as CSV or Excel (.xlsx). Excel exports are limited to 50,000 rows	In Table actions, with or without a selection
Export Selected…	Opens the same dialog on the selected rows	Under More in the selection bar
Delete…	Asks to confirm, then deletes the selected patients. A patient with visits, claims or payments is not deleted and is reported with the reason	Under More in the selection bar, for a User who is also a Manager or Administrator

On a read-only instance Add Visit, Add Charge, Post Payment and Delete Patient are not in the Patient actions menu at all - they are missing rather than greyed. Copy MRN, View History and, for a Superadmin, Who Viewed This Patient stay: reading the account is not changing it.

Insurance row	What it does
Edit, View History	Open Edit Insurance Coverage or the coverage’s history. Clear Termination Date to reopen a coverage; see date field for how an emptied date behaves. If someone else changed the coverage after you opened it, the dialog shows Reload, which refills the form
Delete	For a User who is also a Manager or Administrator. Missing otherwise
Make Primary…	On a coverage that is not primary. Asks, for example, “Make BCBS PPO primary?” and names any overlapping primary that moves to its old place, such as “Aetna Choice POS II will become secondary”. The changes save together or not at all; a swap that would leave two coverages sharing a priority on the same days is refused with the reason
Priority	A shared priority is marked, naming the other coverage that holds it. A coverage whose termination date has passed is marked Ended beside its priority
Subscriber	“Self · billed as” another name when a Self coverage carries a different name

Saving a coverage at a priority another one holds on overlapping dates warns, for example, “Aetna is already Primary from Jan 5, 2026. Two Primaries are only right for a carve-out.”, and the button becomes Save Anyway. Saving a coverage re-checks the patient’s open visits and unsent claims. An import that sends a different policy number for the same plan and priority replaces the number on the open coverage instead of adding a second one.

A coverage carries the plan, policy and group numbers, the priority and the subscriber’s name, date of birth and relationship, plus, for a subscriber who is not the patient, Subscriber Middle Name, Subscriber Sex, Subscriber Address Line 1, Subscriber Address Line 2, Subscriber City, State, Zip Code and Subscriber Phone, which a claim copies into its Subscriber card.

Restriction row	What it does
View History	Shows the row’s history
Confirm	On a Proposed row. Records that you agree with the ERA and changes nothing else
End Restriction	On a row that has not ended. Asks End Billing Restriction? with an optional reason, closes the window today and keeps the row as history. Nothing deletes a restriction

States

• Empty - a client with no patients says so.
• This patient isn’t in this client if you follow a link scoped elsewhere.
• No statements for this patient in the Statements section.
• No billing restrictions on this account on the Billing Restrictions card, at the foot of Overview.
• Saving a patient with a medical record number another patient already has is refused with “another patient already has this medical record number”. Correct the number or open the existing patient.
• A date of birth after today is refused with “Date of birth can’t be in the future”.
• This patient already has an open restriction of this type when adding a second one of a kind that still stands; end the first before adding another.
• Blocked - without the patients module the screen is not in the sidebar, and a saved link to it says the module is not part of your plan.

Related: Visits · Insurance Plans · Claims · Statements · The Claim Loop