Front Desk / Reception — Complete Guide

Who this is for / What you'll learn: Reception and front-desk staff. This is your big, everyday handbook. By the end you'll be able to run a full front-desk day in OneBOSS: open the Schedule and read the grid, check patients in, mark them late, add notes, find and book appointments, reschedule (including when a provider is out), look up and edit patients, run the whole Checkout flow (treatments + supplements, every payment method, split payments, and the friends-&-family discount), confirm the receipt breakdown, process a Return, and use Patient Chat. Wherever a TPS habit changes, you'll see a In TPS → In OneBOSS note.

💡 Friendly promise: you already do all of this today in TPS. OneBOSS just gives each task a clearer home and does the tallies for you. Keep this guide next to you on June 10 and during your first week live.

⚠️ Go-live is Sunday, June 14, 2026. From that day, all new work happens in OneBOSS. TPS stays available read-only for looking up old history (charts and ledgers back to 2004) — but you don't book, check out, or change anything in TPS anymore.

⚠️ A few exact labels in this guide are marked "Confirm exact label/steps in the app before printing." Those are spots where the app may differ slightly from our notes — training day (June 10) is the time to nail them down and update this handout before it's printed for keeps.

1. Your day at a glance

A typical front-desk day flows like this, and each step has a home screen in OneBOSS:

💡 The Schedule is your home base. Most of your day starts and ends there.

📷 [Screenshot: OneBOSS Schedule (home) as it looks right after login, full window]

2. Open the Schedule & read the grid

The Schedule is the app's home page. Click Schedule in the left menu (it's the top item) to get there anytime.

Move to the day you want

1. At the top-left you'll see today's date on a button (for example May 29th, 2026).
2. Click < to step back one day or > to step forward one day.
3. Or click the date button itself to pop open a little calendar and jump straight to any day.

💡 The grid loads each day in clinic time, so it's always correct no matter what time zone the computer thinks it's in.

In TPS you flipped pages in the appointment book → In OneBOSS you click < / > or pick a day from the calendar.

Two ways to view the grid

Top-right, next to the word View:, are two buttons:

• Default — the bigger cards, with full detail and action buttons on each card. Best while you're learning.
• Compact — a dense, one-line-per-slot view that fits more on screen. Right-click a line to get its actions.

💡 Start on Default so the buttons are visible. Switch to Compact once you're comfortable and want to see the whole day at a glance.

📷 [Screenshot: Schedule grid in Default view and in Compact view, side by side]

How to read the grid

• The left column is the Time, in 10-minute rows, running from 8:00 AM to 6:00 PM.
• Each column is one practitioner. The column header shows the practitioner's name and their specialty underneath.
• Each booked appointment shows the patient's name, the service and its length (for example "(20m)"), and the scheduled time.

Color = status (learn these four colors)

The card color tells you a patient's status instantly:

💡 A patient stays pink until payment is actually taken. Green means done and paid — there's no separate "paid" color because payment is what makes a visit complete.

💡 If a scheduled (white) patient is more than a minute past their start time, their name turns red on its own as a heads-up that they're late. This does not change their status — it's just a visual nudge.

💡 A small sticky-note icon next to a name means that patient has staff notes on file. Hover over it to read the note (for example "Always runs 10 min late, prefers room 2").

In TPS you noted arrivals with paper and a highlighter → In OneBOSS the card color does it for you: click Check In and it turns pink automatically.

📷 [Screenshot: a Default-view card labeled to show patient name, service, time, status badge, and the sticky-note icon]

3. Check a patient in, mark late, add notes

When a patient arrives, you advance their status on the schedule. There are two easy ways to do everything below — the buttons on a Default card, or a right-click menu in Compact view. Both do the same thing.

Check a patient in [Front Desk]

Default view:

1. Find the patient's white (scheduled) card.
2. Click the green Check In button on the card — or just double-click the card.

Compact view:

1. Right-click the patient's line → Check In — or double-click the line.

The card turns pink and the system stamps their arrival time.

📷 [Screenshot: the Check In button on a Default card]

Mark a patient running late [Front Desk]

If a patient called to say they're running behind:

1. On their scheduled card, open Mark Late (the clock-icon button in Default view, or the Mark Late item in the Compact right-click menu).
2. Enter how many minutes late in Late (minutes).
3. Click Confirm Late (or Confirm in Compact view).

The card turns red to flag the late arrival.

💡 "Mark Late" is for a known delay. Remember: a white card whose patient is simply past their time will already show the name in red automatically — you don't have to mark every late arrival, only when you want to record it.

Add or edit a note on an appointment [Front Desk]

These are quick notes about this visit (different from the patient's permanent file).

1. Click Add Note / Edit Note (the pencil icon in Default view) or Add Notes / Edit Notes in the Compact right-click menu.
2. Type your note in the box.
3. Click Save.

The note shows on the card so the next person sees it too.

Fix a mistake — Revert a status [Front Desk]

Clicked the wrong thing? You can step a patient's status back.

1. Click Revert Status (the undo-arrow icon in Default view) or use Revert to Scheduled / Revert to Checked In in the Compact right-click menu.
2. Choose the status to go back to (Scheduled or Checked In).

In TPS undoing a status meant lots of double-clicks → In OneBOSS one Revert puts it right back.

⚠️ Double-click is powerful — and easy to trigger by accident. Double-clicking a card advances its status: scheduled → checked in; checked-in → completed and opens Checkout. If you double-click by mistake, use Revert Status to undo it.

Marking a patient as a no-show

⚠️ Confirm exact label/steps in the app before printing. Our review did not find a "No-Show" button on the schedule cards. If a patient never arrives, the goal is to clear that slot — confirm on training day whether you do this by Cancel Appointment or another path before relying on it.

4. Find & book an appointment

Booking lives on the Schedule screen. For Front Desk and Admin, the Schedule has two tabs at the top: Calendar View (the grid) and Find Availability (a slot finder). You'll use both.

💡 Old bookmarks still work. If anyone had a saved link to "create appointment" or "find appointment," it now just drops them on the Schedule — booking all happens here.

Book by clicking an open slot — the everyday way [Front Desk]

1. On the Calendar View tab, go to the right day.
2. In the correct practitioner's column, click an empty time slot at the time you want.
3. The Quick Book Appointment dialog opens. Choose the Patient (type to search; or Create New Patient if they're new — see §6).
4. Choose the Service. The list is already limited to what that practitioner does, so you can't pick a wrong one.
5. Adjust Duration if needed.
6. Add Notes if you like.
7. Click Book Appointment. A confirmation toast pops up and the appointment appears on the grid.

💡 Most services book in 10-minute steps (10/20/30/40/50/60). Massage services offer 30/60/90 instead.

📷 [Screenshot: the Quick Book Appointment dialog with Patient, Service, Duration fields]

In TPS you keyed into the day grid → In OneBOSS you click an empty cell in that practitioner's column to Quick Book.

Find the next open slot across several days [Front Desk]

When a patient asks "when's your next opening with Dr. Cohn?", let the app find it.

1. On the Schedule, click the Find Availability tab.
2. Pick the Patient (required before you can actually book — buttons stay locked until you do).
3. Optionally pick a Service, then pick a Practitioner and a Duration.
4. Set From Date and To Date to the window you want to search. Open slots load automatically into Available Slots.
5. Page through days with the < / > arrows, then click a time button to book it instantly.

💡 No paging needed if you just want the soonest opening — the slots are already laid out for you, day by day.

In TPS finding a gap meant scanning the paper grid yourself → In OneBOSS the Find Availability tab lists open times and books in one click.

📷 [Screenshot: Find Availability tab showing the search fields and the Available Slots time buttons]

Book a specific time even if it looks full [Front Desk]

Sometimes you need to squeeze a patient in at an exact time.

1. On the Find Availability tab, make sure a Patient and Practitioner are selected above.
2. Expand Manual Override (Specific Time).
3. Set the Date and Time, then click Book Manually.

⚠️ Manual Override books the exact time even if it overlaps — it can create a double-booking on purpose. Use it deliberately. If the slot clashes, you may see a Booking Failed message naming the conflicting appointment.

Add or remove a buffer / break [Front Desk]

To block out a short break (lunch, a gap between patients):

1. Add: right-click an empty slot → Add 10-min Buffer (Compact view), or right-click an empty cell in Default view. A gray block appears.
2. Remove: click the gray buffer block to delete it.

5. Reschedule appointments

There are two situations, and they're handled differently.

Move ONE appointment to a new time [Front Desk]

⚠️ There is no drag-to-move and no "edit time" button on a single appointment card. To move one appointment, the workflow is:

1. Cancel the old appointment (see below).
2. Book a new one at the new time (Quick Book or Find Availability, §4).

The dedicated Reschedule Tool (next section) is only for the practitioner-out scenario, not for moving a single appointment.

To cancel an appointment:

1. On a scheduled or checked-in card, open Cancel Appointment (the red X button in Default view, or the Cancel Appointment item in the Compact menu).
2. Confirm with Yes, Cancel.

The appointment drops off the grid. Cancellations are recorded with who did it and when.

Reschedule a WHOLE day because a provider is out — the Reschedule Tool [Front Desk / Jessica/Mgmt]

When a practitioner calls in sick or takes a day off, you don't want to cancel-and-rebook every patient by hand. The Reschedule Tool finds everyone affected and suggests new times.

1. Click Reschedule Tool in the left menu.
2. Under Practitioner Unavailability, select the practitioner who's out.
3. Set the Date of Unavailability.
4. Set a Search Window (Days +/-) — how many days before/after to look for openings (the default is 7).
5. Click Find Affected & Suggest Alternatives.
6. The Rescheduling Action Queue fills with every affected patient. For each one:
   • Expand the card to see their original appointment.
   • Phone the patient.
   • Pick one of the suggested alternative slots (it offers up to 3; a slot with a different practitioner is tagged so you can mention that).
   • Click Confirm Reschedule.
7. Confirmed patients move to Rescheduled Appointments. Anyone the tool couldn't find a slot for lands under Failed/No Suggestions so you can handle them manually.

💡 If a patient has no suggested slots, widen the Search Window or pick a time by hand using the regular booking flow.

In TPS a provider's day out meant manual phone-tag down the whole column → In OneBOSS the Reschedule Tool lists every affected patient and proposes new times to confirm one by one.

📷 [Screenshot: Reschedule Tool with the Rescheduling Action Queue and a card's suggested alternative slots]

6. Look up, add & edit a patient

The Patients screen is the master directory of everyone in the clinic. Click Patients in the left menu.

✅ Reassure yourself on day one: all 22,761 patients were migrated. Just type a name to prove it.

Find a patient [Front Desk]

1. On Patients, type into the Filter by name... box above the table — the list narrows as you type.
2. Click the Name column heading to sort A→Z or Z→A.
3. Long lists page with Previous / Next at the bottom.

In TPS you keyed into the patient file → In OneBOSS you type the name into Filter by name... and click them.

Add a brand-new patient (full record) [Front Desk]

1. On Patients, click Add New Patient (top right).
2. Fill in Legal Name (required).
3. Optionally set a Schedule Name (optional) — the short, friendly name shown on the calendar (for example "Bob" for "Robert").
4. Fill in Email, Phone Number (it auto-formats), Date of Birth, Address, Notes, and Schedule Notes (Staff Only) as needed.
5. Click Save Patient. A success toast confirms it and the list refreshes.

💡 Schedule Notes (Staff Only) are the notes that pop up when you hover over the patient's appointment on the schedule — perfect for "always runs late" or "prefers room 2." Patients never see these.

📷 [Screenshot: Add New Patient form showing Legal Name, Schedule Name, and Schedule Notes fields]

Quick-add a patient mid-task (without leaving what you're doing) [Front Desk]

When you're booking or checking out and the patient isn't in the system yet, you don't have to stop:

1. In any patient picker, type the name in Search by name....
2. If there's no match, click Create New Patient.
3. In Quick Add Patient, enter Name (required); optionally Date of Birth and Phone Number.
4. Click Create Patient. The new patient is selected automatically.

💡 Quick Add only captures name, DOB, and phone. Add email, address, and notes later on the Patients screen via Edit.

⚠️ Always search before you create. OneBOSS does not warn you about duplicates, so a quick search avoids two records for the same person.

Edit an existing patient [Front Desk]

1. On Patients, find the person with Filter by name....
2. Click the row's menu (the three-dots / Open menu button) → Edit.
3. Change what you need, then click Save Patient.

💡 Edits to a patient's details are automatically recorded (who changed what, and when) — more visibility than TPS ever gave you.

Delete a patient [Front Desk / Jessica/Mgmt]

1. Row menu → Delete (red).
2. Confirm Are you absolutely sure? by clicking Continue.

⚠️ Delete is permanent — there is no undo. Only delete a record if you're certain (for example a clear duplicate you just created). When in doubt, ask Jessica.

7. Checkout — the heart of the day

This is the big one. Checkout is where you charge a patient for their visit (and any supplements) and take payment. You can reach it two ways:

• From the Schedule card: complete the visit, then click Check Out right on the card. This is the fast everyday path.
• From the Checkout screen: click Checkout in the left menu to see everyone Ready for Checkout in one list.

Either way, the payment dialog is the same.

💡 A patient only appears at Checkout after their visit is marked completed on the Schedule. If they're not listed, finish their visit first (check in → complete).

⚠️ A patient with another appointment still open today can't be checked out yet. If you try, you'll see a message that they have more appointments today; finish all their visits first, then the system gathers them into one combined checkout (see §7.7).

In TPS taking money was a separate manual step on the ledger → In OneBOSS, Complete → Check Out flows from the same schedule card straight into one payment screen.

7.0 Get a patient to checkout (from the Schedule)

1. Check the patient in (white → pink).
2. When their visit is done, click Complete (or double-click the pink card). The card turns green.
3. Click Check Out (the dollar-sign button) on the completed card. The Checkout dialog opens.

📷 [Screenshot: a completed (green) card showing the Check Out button]

7.1 Check out one completed visit [Front Desk]

1. Open Checkout for the patient (from the card, or from Checkout → Ready for Checkout → Checkout).
2. The Patient Checkout dialog opens — it says "Finalize charges for [patient]'s visit."
3. Review the Charge Summary. The service price is calculated for you from the practitioner's rate and the visit length (therapy/wellness services use their own fixed price). While it works it may briefly show Calculating....
4. (Optional) Add any supplements — see §7.2.
5. Choose how it's being paid — pick one of these paths (or combine them, see §7.6 Split):
   • Pre-Pay wallet — §7.3
   • CHI Cash — §7.4
   • Wellness Card — §7.5 (therapy services only)
   • A Discount — §7.8
   • Card / Cash / Check — §7.1a below
6. Click the bottom button — Complete Checkout — to finish.
7. A Checkout Complete toast confirms the final amount and lists how it was paid.

📷 [Screenshot: the Patient Checkout dialog showing the Charge Summary and payment options]

7.1a Take a Card, Cash, or Check payment

After any discounts/credits, whatever is still owed is the balance. Pick the Payment Method:

• Card — runs on the terminal (see §7.1b). The button reads Pay with Card ([amount]).
• Cash — the dialog says "Collect [amount] cash from patient, then complete checkout below." Take the cash, then click Complete Checkout ([amount] cash).
• Check — same as cash; collect the check, then complete.

⚠️ Confirm exact label/steps in the app before printing. Our notes did not find a built-in "change due" calculator for cash. Confirm how staff handle change/the cash drawer on training day.

7.1b Run a card on the terminal (Dejavoo)

1. With Card selected, look for the Terminal Online / Terminal Offline badge.
2. Click Pay with Card ([amount]).
3. It checks the terminal, then shows Present card on terminal — have the patient tap, insert, or swipe.
4. Approved → you'll see Payment Approved with the card type, last 4 digits, and an auth code; it advances on its own.
5. Declined / failed → you'll see Payment Failed with Try Again and Record as Card (no terminal).
6. Finish at the bottom Complete Checkout button.

⚠️ Terminal Offline? If the badge says offline, check that the Dejavoo terminal is powered on and connected before charging.

⚠️ Avoid "Record as Card (no terminal)" unless you truly have no terminal. A sale recorded this way has no terminal record, so it can't be voided in-app later and a return can't auto-refund the card. Use it only as a last resort.

In TPS a card sale was just a note you wrote → In OneBOSS the charge runs through the terminal and the approval (auth code, last 4) is captured automatically.

📷 [Screenshot: the card terminal flow — "Present card on terminal" and the "Payment Approved" state]

7.2 Add a supplement to the checkout [Front Desk]

The doctor brings the recommended supplement to the front counter; you ring it up.

1. In Add Products, the top field is Scan or type serial (it shows an example like "CHI000123 (Enter to add)").
2. Scan the bottle's barcode with the hand scanner (it types the code and presses Enter for you), or type it and press Enter. Each scan adds one bottle.
3. If a bottle has no serial, use the fallback list under "Or pick from list": search in Search products... and use the + / − buttons to set quantity.
4. To remove a bottle from the cart, click its X.

If a scan is rejected you'll see a short reason (for example "Unknown serial", "was sold [date]", or "marked discarded"). Just scan the correct bottle.

💡 Commission attribution: each product line has a commission setting. By default it's House Account, unless the patient has an active Token for that product (the doctor who recommended it) — then it auto-attributes to that doctor. You can override it if needed.

In TPS you wrote the supplement on a charge sheet and tallied by hand → In OneBOSS you scan the bottle and it's added to the sale, priced automatically.

📷 [Screenshot: the Add Products area with the "Scan or type serial" field and a scanned bottle chip in the cart]

7.3 Pay from a Pre-Pay wallet [Front Desk]

A prepaid package works like a dollar wallet the patient (or their family) paid into ahead of time. It draws down at checkout.

1. In the Use Pre-Pay Credits card, pick the patient's package (the default is Pay with regular payment methods, meaning don't use prepay).
2. Each package shows its name, the purchaser (it can be a family member — family linking is built in), the service category, units remaining, and the dollar balance remaining. A Bonus badge appears if there's bonus cash.
3. When you select a package, the whole visit (and any supplements) is fully covered by prepay: the summary shows Deducted from Pre-Pay Balance and Amount Due Today = $0.00.
4. Click Complete Checkout.

💡 Family linking: the buyer and the patient can be different people. If a family member is paying from someone else's package, the checkout handles it — no manual transfer needed.

💡 Cross-tier pricing shows automatically when it applies (for example a Care $100 package used with a $75 doctor gets the cheaper rate). You'll see a note like "Cross-tier package rate applied" — that's expected.

⚠️ Not enough in the wallet? If a package can't cover the visit, it shows Insufficient and you can't select it. In that case, apply what they have another way or recommend they buy a new package. (To take a partial cash/card payment instead of full prepay, just don't select the prepay package — see Split, §7.6.)

In TPS prepaid was a plain credit number you drew down by hand → In OneBOSS it's a structured dollar wallet that deducts itself and shows family linking and cross-tier rates on screen.

📷 [Screenshot: the Use Pre-Pay Credits card showing a package with its dollar balance and "Amount Due Today $0.00"]

Legacy prepaid credit (imported from TPS)

💡 A small group of patients (17 of them) had credit balances in TPS that were brought over as a special Legacy Prepaid Credit wallet. These spend dollar-for-dollar on eligible chiropractic visits. If a patient mentions an old TPS balance and it isn't showing, it may still need to be mapped by Jessica (Admin) — flag it to her.

7.4 Apply CHI Cash (store credit) [Front Desk]

CHI Cash (also called Cohn Cash / Cohn Bucks) is store credit used for gifts, trades, comps, and service recovery. It behaves like cash at checkout.

1. The CHI Cash Credit card appears only if the patient has a balance and you're not using prepay.
2. It shows Available CHI Cash: with the amount. Click Use CHI Cash.
3. Enter an Amount to Use (you can't exceed their balance or the amount due), then click Apply.
4. CHI Cash lowers the Total Due. You can combine it with a remaining card/cash/check balance (that's a split payment — §7.6).
5. Finish with Complete Checkout.

⚠️ You can spend CHI Cash, but only Jessica can add it. Front-desk staff see the balance and can apply it, but adding or authorizing CHI Cash — and seeing where it came from — is Jessica's job only. If a patient needs CHI Cash added, send them to Jessica.

In TPS store credit was tracked by hand → In OneBOSS CHI Cash is a balance you apply at checkout; it behaves like cash and the origin is kept private to Jessica.

7.5 Redeem a Wellness Card [Front Desk]

Wellness Cards are prepaid wellness-therapy sessions (the digital replacement for the paper punch card — 10 therapies for $500, $50 each). They "tick down" automatically.

• When you check out a therapy service for a patient who has an active card, a Wellness Card option appears.
• The patient's oldest card is suggested first (so older cards get used up first); you can pick a different card or choose Pay without wellness card.
• Completing checkout deducts one therapy from the card and covers the therapy's service cost ($0 for that line).

💡 A wellness card covers the therapy service only — any supplements on the same ticket are still paid separately.

⚠️ Confirm exact label/steps in the app before printing. The card option only appears for services categorized as "therapy." Confirm on training day that CHI's wellness services are set up that way, and confirm how the original $500 card purchase is collected.

In TPS you punched a paper card → In OneBOSS the wellness card ticks down by one automatically at checkout.

7.6 Split payments [Front Desk]

A split payment means paying one visit with more than one method.

• CHI Cash + a remaining balance: apply CHI Cash (§7.4), then pay the rest by card, cash, or check. The receipt records this as Split.
• Prepay + CHI Cash: when both are used together the saved method is Split as well.
• Partial prepay then cash/card: if the wallet can't cover the whole visit, the cleanest path is to not select the full prepay coverage and instead collect the remainder by your chosen method, or recommend a re-up.

💡 The simple rule: apply your credit sources first (CHI Cash, prepay), and whatever is left over is collected by card / cash / check. The receipt will show each piece.

⚠️ Prepay is all-or-nothing on one ticket. Selecting a prepay package covers the whole visit and hides the Discount / CHI Cash / Payment Method options — there is no partial-prepay-plus-card on a single ticket. So if the wallet can't cover the whole visit, either collect the full remainder another way (don't select the package) or recommend a re-up. (If a true partial-prepay workflow is needed at go-live, confirm with Jessica on training day.)

7.7 Consolidated checkout — multiple visits, one payment [Front Desk]

When a patient had two or more visits the same day (for example a chiro adjustment and an acupuncture session), check them all out together.

1. In the Ready for Checkout list, a patient with multiple visits shows Checkout All (and a "[n] appointments" badge). Click it.
2. The Consolidated Checkout dialog lists each visit (practitioner, service, time, price) with a Services Total.
3. Add any products once, set commission, apply prepay / CHI Cash / discount, and choose a payment method — exactly like a single checkout.
4. The Total Summary shows services, products, any CHI Cash applied, and the Total Due (or $0 if fully covered by prepay).
5. Click Complete Checkout ([n] appointments).

💡 Add supplements once in a consolidated checkout — they're charged on the first visit so they don't get counted twice.

7.8 Apply a discount (friends & family / professional pricing) [Front Desk]

1. In the Apply Discount card, click Apply Discount.
2. Choose a discount from the list, for example:
   • Friends & Family Discount — professional pricing.
   • Employee Discount — 20% off for employees.
   • Clearance - Expiring Product — 50% off expiring stock (this one is manager-level).
3. The dialog shows the Final Price and the Discount amount. If it needs a manager's OK you'll see ⚠️ Requires manager override.
4. Click Apply Discount. It appears in the Charge Summary as Discount: [name] with the amount subtracted.

💡 The Discount card is hidden when you're paying by prepay (prepay already covers the visit).

⚠️ Confirm exact label/steps in the app before printing. The exact discount names in the live app may differ from the samples above — confirm the real discount list (and which need a manager) on training day.

In TPS a discount was a manual price change on the charge sheet → In OneBOSS you pick the discount and the price recalculates for you.

7.9 Confirm the receipt breakdown [Front Desk]

When checkout completes, the Checkout Complete toast spells out the final amount and how it was paid — discounts, CHI Cash, prepay, and products are each summarized. Glance at it to confirm the breakdown matches what the patient handed over (prepay vs. cash vs. card).

⚠️ Confirm exact label/steps in the app before printing. Our review did not find a printed/emailed patient receipt in this area (the terminal is set not to print one). The goal is to give the patient proof of payment — confirm on training day how Cohn hands a patient a receipt at go-live (printed slip? emailed? on-screen?).

8. Quick Sale — sell a supplement with no appointment [Front Desk]

A walk-in just wants to buy a supplement, no visit attached? Use Quick Sale.

1. Go to Checkout → the Quick Sale tab.
2. Under Select Patient, pick the patient (or create one inline).
3. In Add Products, scan or add the supplements.
4. Review the Order Summary and set each product's Commission (defaults to House Account, or a doctor if there's a Token).
5. Choose a Payment Method — Card, Cash, Check, or PrePay.
6. Click Process Payment ([amount]).
7. A Sale Complete toast confirms it.

💡 Quick Sale is also where the PrePay tile lets a patient spend their wallet on a supplement purchase — it shows a "[n] available" badge when they have eligible packages.

9. Process a Return [Front Desk]

Returns handle products / supplements sold to a patient. (There's no service refund here.) Click Returns in the left menu.

⚠️ Returns have a firm 30-day window from the sale date. After 30 days the system won't accept the return.

There are two ways to do a return: from the original sale, or by scanning the bottle.

Return from a recent sale (no barcode) [Front Desk]

1. On Returns, the Process New Return tab is open by default.
2. Find the patient's sale (type their name in Search by patient...). Check the Time Left badge isn't expired.
3. Click Process Return on that row. The Process Product Return dialog opens.
4. Under Select Product to Return, click the supplement being returned.
5. Set Quantity to Return — the Refund Amount updates automatically.
6. Optionally type a Return Reason (Optional).
7. If the original sale was by card, leave Refund to card checked to auto-refund the original card; uncheck it to refund another way.
8. Click Process Return. A Return Processed toast confirms it and inventory is updated.

📷 [Screenshot: the Process Product Return dialog showing product selection, quantity, refund amount, and "Refund to card"]

Return by scanning the bottle [Front Desk]

1. On Returns, click Scan to Return (top right).
2. In Serial barcode, scan or type the label (for example CHI000123) and press Enter.
3. The system finds the original sale and shows the patient, sale date, and refund amount.
4. Under Condition, choose:
   • Resellable — unopened/undamaged, goes back on the shelf.
   • Damaged / opened — discarded, not resold (this feeds spoilage tracking for Kimberly).
5. Optionally enter a Reason (optional).
6. Click Process Return.
7. For more than one bottle from the same sale, use Scan a different bottle — it handles one bottle per pass.

💡 The Resellable vs. Damaged/opened choice only appears in the scan path. For serialized supplements, scanning is the cleaner way to return.

⚠️ No undo on a return. Clicking Process Return commits immediately — there's no "are you sure?" and no in-app reversal on this screen. Double-check the product and quantity first.

💡 Where refunds go: card sales auto-refund to the card. If the original visit was paid by prepay, the refund credits back to the patient's prepay wallet automatically. For cash / other methods, confirm how the money is handed back (it's recorded, but the cash itself is manual).

In TPS a return meant finding the old ticket and adjusting inventory and commission by hand → In OneBOSS you find the sale (or scan the bottle), and it restocks, refunds, and adjusts commission automatically.

10. Patient Chat & reminders [Front Desk]

Patient Chat is the staff inbox for messaging — both patient conversations and quick internal notes to teammates. Click Patient Chat in the left menu.

⚠️ Confirm exact label/steps in the app before printing. In the version we reviewed, Patient Chat is simulated — replies save in the app but don't yet actually text or email the patient, and there's no live SMS connected. Confirm whether live texting is turned on before relying on it for patient reminders. Until then, treat it as a preview and use your current reminder method (DemandForce) for real texts.

Handle an incoming patient chat

1. On Patient Chat, look under New Patient Chats for an open conversation and click it.
2. Click Take to claim it (the message box unlocks for you).
3. Type your reply and send it.
4. When you're done, click Complete to close it.

Transfer a chat to a teammate

• From an open patient chat, use the Transfer to... dropdown and pick a colleague, or
• From an internal Direct Message with a colleague, use Transfer Patient Chat to hand off one of your active chats.

Message a teammate (internal)

1. Click New (top of the conversation list).
2. Pick the colleague and click Start Chat.
3. The DM appears under Direct Messages — type and send.

See a patient's past messages

From the Patients screen, open a patient's row menu → View Chat History to read their past conversations (read-only).

11. Front-desk quick reference

12. Go-live checklist [Front Desk]

✅ I can open the Schedule, change the day, and read the four status colors (white / pink / green / red). ✅ I can check a patient in, mark late, add a note, and revert a status if I misclick. ✅ I can book by clicking a slot, and find the next opening across days. ✅ I know to cancel-and-rebook for a single move, and to use the Reschedule Tool when a provider is out. ✅ I can search, add, and edit a patient — and I always search before creating. ✅ I can run a full Checkout: add supplements, take card / cash / check, spend prepay, apply CHI Cash, redeem a wellness card, do a split payment, and apply the friends-&-family discount. ✅ I can do a consolidated checkout for a patient with two visits in one day. ✅ I can process a Return both from the sale list and by scanning the bottle, and I know the 30-day window. ✅ I know only Jessica adds CHI Cash — I can spend it, not create it. ✅ I've confirmed the handful of "confirm in app" items above (no-show, receipts, cash change, live chat, exact discount names) on training day.

A note on charting

Clinical charting / SOAP notes are not part of June's go-live. The Charting module is coming later this summer, and doctors will get their own separate training — there's nothing for front desk to do there for now.

You're ready

This guide is the spine of your day. You won't memorize it all at once — keep it at the desk, follow the numbered steps, and lean on the In TPS → In OneBOSS notes whenever a habit feels different. By your first week live it'll be second nature.

💡 Spot a label on screen that doesn't match this guide? Flag it on June 10 — that's exactly what training day is for, and we'll fix the handout before it's printed for keeps.