For Customer Service
You help patients resolve issues. Your portal gives you the surfaces you need to investigate and act — appointments, messages, the ID queue, and a safe way to see exactly what a patient sees.
Your sidebar
| Tab | What it's for |
|---|---|
| Appointments | Look up and act on patient visits. |
| ID Verification Queue | Review identity submissions. |
| Messages | Patient message threads. |
| View As | Securely look at the portal as a specific user. |
A typical support flow
Look up the patient
Start in Appointments or Messages to find the patient and the context of their issue.
Use View As when you need their exact view
When you need to see precisely what the patient sees, use View As. This drops you into their experience read-most surfaces — and every action taken during the session is audit-logged, including who you were impersonating. See View As.
Clear ID verification
If a patient is stuck on identity, review their submission in the ID Verification Queue. See ID Verification.
Message the patient
Reply directly in Messages. See Messaging.
:::note You don't manage users or pharmacy Customer Service is intentionally focused on support tasks. User management, the pharmacy pipeline, and reporting are handled by other roles. :::