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New Employee Onboarding: Core TrackStat Workflows

Updated this week

New Employee Onboarding: Core TrackStat Workflows

Purpose

This article explains the core TrackStat workflows that new employees must learn before using the system independently.

Audience

  • New TrackStat users

  • Front desk, administrative, and support staff

Completion criteria

A new employee has completed onboarding when they can:

  • Find a patient and send a 1-to-1 message

  • Close any open conversation

  • Create and use canned replies and tags

  • Use Follow Up, Recall, Cancelled/Missed, and Appointment Reports

  • Save and switch between filters

  • Send bulk messages from reports

  • Understand the difference between canned replies and campaign messages

Key definitions (Fin reference section)

Inbox (Communication Inbox)
The Inbox is where all patient and internal message conversations appear. Conversations can be replied to or closed.

Patient Search
Patient Search is used to locate patient records using name, phone number, or other identifiers.

Canned Reply
A canned reply is a saved message template used for 1-to-1 messaging only.
Canned replies can be used:

  • From the Communication Inbox

  • From reports when sending a message to a patient

Canned replies are not used for campaigns.

Campaign Message
A campaign message is used for campaign-based messaging, such as appointment reminders, blast or drip marketing or review campaigns. Campaign messages are separate from canned replies.

Tag
A tag is a label added to a patient record. Tags are used for filtering, reporting, and follow-up workflows.

Saved Filter
A saved filter is a stored set of filter rules that can be reused and toggled on reports.

Follow Up Report
The Follow Up Report shows patients who require follow-up actions based on follow-up dates or workflow rules.

Recall List
The Recall List identifies patients who are due or overdue for recall based on the time since their last visit.

Cancelled/Missed Report
This report shows cancelled or missed appointments that may require follow-up.

Appointment Report
The Appointment Report is used to review upcoming schedules, identify gaps in care, balances, and patients who may need outreach.

Bulk Message
A bulk message sends the same message to multiple patients at once using a report-generated list.

1. Inbox basics

Goal: Learn how to find, rate, and close conversations.

Navigation
Communication → Inbox

Steps

  1. Open the Communication Inbox.

  2. Search for yourself.

  3. Send yourself a this message 'Review follow-up: ask again (master)'

  4. Reply to the message.

  5. Close the conversation.

Important rule

  • Any open conversation can be closed. A reply is not required before closing.

You are done when

  • The conversation status shows Closed.

Help article:
​https://help2.trackstat.org/en/articles/6822696-communication-inbox-and-messaging

2. Patient Search

Goal: Find and open a patient record.

Navigation
Patients → Patient Search

Steps

  1. Open Patient Search.

  2. Search for yourself or another team member in your EHR.

  3. Open the patient record.

You are done when

  • The patient chart opens successfully.

Help article:
​https://help2.trackstat.org/en/articles/6817897-patient-search-cannot-find-a-patient-when-using-the-patient-search

3. Create a canned reply (1-to-1 messaging)

Goal: Create a reusable message for individual patient communication.

Navigation
Click on any patient → Click canned reply → Open any folder → Add reply

Steps

  1. Create a new canned reply.

  2. Write a message your office would realistically send to a single patient.

  3. Save the canned reply.

Important rule

  • Canned replies are used only for 1-to-1 messaging from the Inbox or reports.

  • Canned replies are not used for campaigns.

You are done when

  • The canned reply appears in the canned replies list.

Help article:
​https://help2.trackstat.org/en/articles/6831096-canned-replies-how-do-i-create-a-new-canned-reply

4. Tag a patient

Goal: Add a tag to support filtering and follow-up workflows.

Navigation
Click on any patient → Click tag icon → Add a tag

Steps

  1. Open your patient record.

  2. Add the tag follow up.

You are done when

  • The tag appears on the patient chart.

Help article:
​https://help2.trackstat.org/en/articles/6740605-tags-how-to-add-create-edit-and-use-them-to-manage-your-patients

5. Follow Up Report

Goal: Locate a patient on the Follow Up Report.

Navigation
Reports → Follow Up Report

Steps

  1. Open the Follow Up Report.

  2. Use filters or search to find yourself.

You are done when

  • Your name appears on the report.

Help article:
​https://help2.trackstat.org/en/articles/6812049-what-is-the-follow-up-report-used-for

6. Recall List Report

Goal: Learn recall ranges and exclusion filtering.

Navigation
Reports → Recall List

Steps

  1. View the following ranges:

    • Last 10 days

    • Between 1–6 months

    • Between 12–18 months

  2. Create a custom range:

    • Between 6–12 weeks

  3. Exclude a patient using a tag:

    • Add a minus sign (-) before the tag name.

You are done when

  • The excluded patient no longer appears.

Help article:
​https://help2.trackstat.org/en/articles/6811905-reports-recall-list-how-do-i-use-it

7. Cancelled/Missed Report

Goal: Practice follow-up dates and due-date filtering.

Navigation
Reports → Cancelled/Missed

Steps

  1. Open the Cancelled/Missed Report.

  2. Set follow-up dates on patients.

  3. Filter follow-ups that are due this week.

You are done when

  • Only patients due this week are shown.

Help article:
​https://help2.trackstat.org/en/articles/6691853-reports-cancelled-missed-report-how-to-use-it

8. Saving filters

Goal: Save and reuse report filters.

Navigation
Any Report → Filters

Steps

  1. Create a filter.

  2. Save the filter.

  3. Toggle between saved filters.

You are done when

  • You can switch between saved filters.

Help article:
​https://help2.trackstat.org/en/articles/6740636-saved-filters

9. Appointment Report

Goal: Review schedules and identify patients needing attention.

Navigation
Reports → Appointment Report

Steps

  1. View your next scheduled day.

  2. Filter out:

    • Cancelled appointments

    • Rescheduled appointments

  3. Sort by Last Visit Date.

  4. Identify:

    • Patients out 3–4+ months

    • Visit types scheduled

    • Patients with no future visit

    • Patients with a balance

You are done when

  • You can explain which patients need follow-up and why.

Help article:
​https://help2.trackstat.org/en/articles/6786698-reports-appointment-report-how-to-use-it

10. Send a bulk message

Goal: Send a message to multiple patients using a report.

Navigation
Reports → Appointment Report → Bulk Message

Important rule

  • Bulk messages send the same message to multiple patients.

  • Bulk messages cannot be undone once sent.

Help article:
​https://help2.trackstat.org/en/articles/13461780-communication-bulk-messaging-from-appointment-report

FAQs (for Fin)

Q: Can I close a conversation without replying?
A: Yes. Any open conversation can be closed, even if no reply was sent.

Q: What is the difference between canned replies and campaign messages?
A: Canned replies are used for 1-to-1 messaging from the Inbox or reports. Campaign messages are used for campaign-based messaging.

Q: Why can’t I find a patient in Patient Search?
A: Try different identifiers (full name, phone number). The patient may not exist in the system or you may not have access.

Q: What does a minus sign before a tag do?
A: It excludes patients with that tag from report results.

Q: Why don’t I see a report?
A: You may not have permission to access that report.

Q: Can bulk messages be recalled or undone?
A: No. Bulk messages cannot be undone once sent.

Need help?

Review this article first.
If you still need help, reach out with specifics (screen, action, expected result).

To schedule a call after reviewing:
​https://trackstat.as.me/TSTraining

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