CHI Training Guides training docs · chidocs.oneboss.io

FAQ, Troubleshooting & Glossary

Who this is for / What you'll learn: Everyone at Cohn Health Institute — front desk, management (Jessica), and bookkeeping/inventory (Kimberly). This is your "stuck-on-something" handout for go-live week. Find your question, get a short answer, and go straight to the right screen. There's a quick troubleshooting table (symptom → likely cause → fix → who to ask) and a plain-English glossary at the end.

💡 You already know how to run this clinic. OneBOSS is the same job, new home. Most "problems" are just "where did that move to?" — and that's what this page is for.

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

⚠️ Anywhere you see "Confirm exact label/steps in the app before printing," that's a spot to verify on training day (June 10) and fix before the final print run. We'd rather say "check this" than print a wrong button name.

💡 Clinical charting / SOAP notes are not covered here. Charting comes later this summer and doctors get separate training.

How to use this page

1. Getting In (login, password, "I can't see a menu")

📷 [Screenshot: OneBOSS login screen / user menu in the top-right corner]

Q: How do I log in to OneBOSS?

OneBOSS runs in a web browser at the clinic (it's not a program you open like TPS). Open the browser, go to the OneBOSS address, and sign in.

⚠️ The exact login screen and password steps need a final check on the real clinic setup. Confirm exact label/steps in the app before printing. (We see a user menu top-right with Log out; the production sign-in flow must be confirmed on training day.)

In TPS you launched TPS47.exe from the desktop → In OneBOSS you open a browser and go to the OneBOSS page. No DOS window, no disk.

Q: I forgot my password / I'm locked out. What do I do?

Ask Jessica (or whoever set up your account) to reset it from Staff Management.

⚠️ Self-service password reset is not confirmed. For go-live, treat password help as "see Jessica." Confirm exact label/steps in the app before printing.

Q: I log in but the left menu is missing items other people have. Is something broken?

No — that's on purpose. OneBOSS shows each person only the menus their role allows. The four roles are Admin, Doctor, Front Desk, and Purchasing.

💡 If you think you're missing a menu you should have, it's a role setting, not a bug. Ask Jessica to check your role in Staff Management.

Q: I clicked something and got an "Access Denied" card. Did I do something wrong?

No. Access Denied just means that screen isn't part of your role. Examples:

If you genuinely need a screen your role blocks, ask Jessica.

Q: I'm logged in as a Doctor and I can only see one column on the Schedule. Why?

That's expected. A Doctor login filters the Schedule to only their own column, and the booking/check-in buttons are hidden for them. Front desk and Jessica see all practitioners and all the action buttons.

Q: The app says "ChiroFlow Scheduler" at the top. Is that the right system?

Yes. "ChiroFlow Scheduler" is the app's internal nickname. It's the same OneBOSS app built for CHI. You may also see "ChiroFlow" in a few spots — same thing.

2. Patients (not found, duplicates, editing)

📷 [Screenshot: Patients screen with the "Filter by name..." box and a result row]

Q: I can't find a patient. Were they migrated?

Almost certainly yes — all 22,761 active patients moved from TPS into OneBOSS. If you can't find someone:

  1. Open Patients from the left menu.
  2. Type in the Filter by name... box. Try just the last name, or a few letters, in case of a spelling difference.
  3. Remember the calendar may show a Schedule Name (a nickname like "Bob"), but search here matches the Legal Name ("Robert").

💡 Most "not found" turns out to be a spelling or nickname difference. Search loose (fewer letters) before you decide they're missing.

Q: I really can't find them anywhere — what now?

If a true search comes up empty, they may need to be added (a brand-new patient), or there's a data question. Add them with Add New Patient if they're new; if you believe an existing patient is missing, flag it to Jessica.

Q: How do I add a new patient (full record)? [Front Desk]

  1. Open Patients → click Add New Patient (top right).
  2. Fill Legal Name (required). Optionally add a Schedule Name (the short name shown on the calendar).
  3. Add Email, Phone Number (it auto-formats), Date of Birth, Address, Notes, and Schedule Notes (Staff Only) as needed.
  4. Click Save Patient.

Q: Can I add a patient while I'm in the middle of booking or checkout? [Front Desk]

Yes — that's the fast path. In any patient search box, type the name; if there's no match, click Create New Patient, fill Name (required, plus optional Date of Birth / Phone), and click Create Patient. They're selected automatically.

⚠️ Quick Add only captures name, DOB, and phone. Email, address, and notes must be filled in later from Patients → Edit.

Q: I think I created a duplicate patient. How do I avoid that?

OneBOSS does not stop you from creating two patients with the same name — so always search first. Type a few letters in the patient box and look before you click Create New Patient.

⚠️ There is no built-in "merge two patients" button. If you find a duplicate, don't guess — tell Jessica so it's handled cleanly (history, balances, and appointments must be checked first).

Q: How do I edit a patient's name, phone, or address? [Front Desk]

  1. Patients → find them with Filter by name....
  2. Click the ⋮ (menu) on their row → Edit.
  3. Change the fields → Save Patient.

💡 Edits are logged automatically (who changed what, and when) — Jessica can see them on the Audit Log screen. That's a feature, not a worry.

Q: Where do I change a patient's CHI Cash balance, or their Medicare/ABN flag?

Not on the Patients edit form. Those live elsewhere:

⚠️ The exact screen to set the Medicare/ABN flag isn't pinned down in this handout. Confirm exact label/steps in the app before printing.

Q: Can I delete a patient?

The Delete option exists on the patient row's ⋮ menu, and it is permanent (no undo). For that reason, don't delete patients as a clean-up habit — flag duplicates or bad records to Jessica instead.

3. Scheduling

📷 [Screenshot: Schedule home, Default view, showing white/pink/green/red cards]

Q: What do the card colors mean?

Q: How do I book an appointment? [Front Desk]

Everyday way:

  1. On Schedule, Calendar View tab, go to the right day with < / > or the date button.
  2. Click an empty slot in that practitioner's column.
  3. In Quick Book Appointment, pick the Patient *, the Service *, and a Duration.
  4. Click Book Appointment.

Need an opening across several days? Use the Find Availability tab → pick Patient, Practitioner, Duration, and a date range → click a time button to book instantly.

Q: I need to move ONE appointment to a different time. How?

There is no drag-to-move and no "edit time" button on a card. To move a single appointment: Cancel the old slot and book a new one (Quick Book or Find Availability).

⚠️ This is a real change of habit from TPS. If a one-off reschedule path is added later, we'll update this. For now: cancel + rebook.

Q: A doctor is out for the day — do I really cancel/rebook each patient by hand?

No. Use the Reschedule Tool (left menu): [Front Desk] / [Jessica/Mgmt]

  1. Pick the practitioner under Practitioner Unavailability, set the Date of Unavailability, and a Search Window (Days +/-).
  2. Click Find Affected & Suggest Alternatives.
  3. For each patient in the Rescheduling Action Queue, call them, pick a suggested slot, and click Confirm Reschedule.

Q: How do I check a patient in / mark them late / complete the visit? [Front Desk]

💡 Double-click is a power move. On a checked-in (pink) card, a double-click marks it Complete and opens checkout in one step. Handy — but easy to trigger by accident.

Q: I advanced a status by mistake. How do I undo it? [Front Desk]

Use Revert Status (the undo arrow on the card, or right-click → Revert to... in Compact view) and pick Scheduled or Checked In.

In TPS reverting a status took many double-clicks → In OneBOSS it's one Revert Status click.

Q: How do I mark a NO-SHOW?

There is no "no-show" button on the Schedule card. A no-show may be handled through the Reschedule Tool or elsewhere.

⚠️ The exact place to mark a no-show isn't confirmed. Confirm exact label/steps in the app before printing — and ask on training day where Cohn wants no-shows recorded.

Q: I booked a time and got a "Booking Failed — Time slot conflict" message.

That slot already has a (non-cancelled) appointment for that practitioner. Pick a different time, or use Find Availability to see only open slots. The Manual Override option can force a specific time on purpose, but it warns it may create a conflict.

Q: My appointment doesn't show on the grid. Where did it go?

Q: I made a booking on another computer and don't see it here.

The grid refreshes on your own actions and when you change the day. If a coworker booked on another terminal, change the day and come back, or refresh the page, to pull it in.

4. Checkout & Payments

📷 [Screenshot: Patient Checkout dialog — Charge Summary, payment method tiles, Complete Checkout button]

Q: A patient isn't in the "Ready for Checkout" list. Why?

They only appear after their visit is marked completed on the Schedule. Complete the visit first. (For a supplement sale with no appointment, use the Quick Sale tab in Checkout instead.)

Q: The patient has two visits today and checkout won't open. What's wrong?

Checkout is blocked until all of that patient's same-day visits are completed. You'll see a message like "{patient} has N more appointment(s) today." Complete every visit, then check out — OneBOSS opens a combined (Consolidated) checkout for all of them at once.

Q: How do I take a card payment? [Front Desk]

  1. In Patient Checkout, choose Card as the Payment Method.
  2. Click Pay with Card ({amount}). Watch for the Terminal Online badge.
  3. Have the patient tap/insert/swipe on the Dejavoo terminal. On approval you'll see Payment Approved with the card type, last 4, and Auth code.
  4. Click Complete Checkout at the bottom.

⚠️ If you see Terminal is offline, check the terminal is powered on and connected, then try again. See the troubleshooting table.

Q: The terminal is down but the patient needs to pay by card. What do I do?

On a failed card attempt you'll see Try Again and Record as Card (no terminal).

⚠️ A "Record as Card (no terminal)" sale cannot be voided in-app later and a return can't auto-refund the card, because there's no terminal transaction attached. Tell Jessica when you have to use it.

Q: I rang up the WRONG payment type / wrong amount. How do I fix it?

⚠️ There is no "edit price" box at checkout — pricing comes from the practitioner's rate, the service, and any discount you apply. If a charge looks wrong, check the duration/discount; if it still looks wrong, ask Jessica. Confirm in app whether front desk may hand-edit a charge.

Q: A patient's prepay/package won't apply at checkout. Why?

Common reasons:

Q: A patient says they had a credit balance in TPS, but it shows $0. Where's their money?

Imported TPS credit balances were brought over as a staged "Legacy Prepaid Credit" that starts at $0 until mapped. There were 17 patients with about $7,062.19 total.

💡 Legacy mapped credit spends at the visit's standard price, dollar-for-dollar, only on chiropractic (their tier-or-below) and acupuncture — never on massage, wellness, or supplements.

Q: How do I apply CHI Cash? [Front Desk]

If the patient has CHI Cash and you're not using prepay, a CHI Cash Credit card appears:

  1. Click Use CHI Cash.
  2. Enter an Amount to Use → Apply.
  3. It reduces the Total Due; collect any remaining balance by card/cash/check.

Q: How do I ADD CHI Cash to a patient (a trade, gift, or comp)?

Only Jessica can add/authorize CHI Cash. Front desk can apply an existing balance at checkout but cannot create it.

⚠️ The exact screen Jessica uses to issue CHI Cash is not pinned down in this handout. Treat "add CHI Cash" as see Jessica, and Confirm exact label/steps in the app before printing.

Q: Why can't I see where a patient's CHI Cash came from?

By design. Staff see only the balance, never the origin. The source/reason (a gift, trade, or comp) is visible to Jessica/Admin only.

Q: Can I split a payment — part CHI Cash, part card?

Yes. CHI Cash (and/or prepay) can be combined with a remaining card / cash / check balance in one checkout. When CHI Cash is combined with prepay, the saved method shows as Split.

Q: How do I add a discount (friends & family / professional pricing)? [Front Desk]

In Patient Checkout, in the Apply Discount card, click Apply Discount, pick the discount, and confirm. It shows in the Charge Summary as Discount: {name}.

⚠️ Some discounts (e.g. clearance / below-cost) may show "Requires manager override." Get Jessica for those. Also: the discount list shown in the app may still be sample data — confirm the real discounts in the app before printing.

Q: How do I sell a supplement at checkout? [Front Desk]

  1. In Add Products, click into Scan or type serial and scan the bottle's barcode (it types the code + Enter for you). Each scan adds one bottle.
  2. If a scan is rejected, read the message (see the scanner section below).
  3. No scanner / legacy item? Use Or pick from list and search by name.

Q: Where's the patient's receipt? [Front Desk]

The card terminal is set not to print a receipt, and a printed/emailed itemized OneBOSS receipt was not confirmed in the checkout screen.

⚠️ How patients get a receipt at go-live is an open question. Confirm exact label/steps in the app before printing, and raise it on training day so there's a clear answer for the desk.

Q: How do I sell a Wellness Card, and how does it get used?

⚠️ The New Wellness Card button creates the card but does not take payment on that screen. How the $500 is actually collected (a separate checkout step, etc.) is an open question — confirm in the app before printing.

Q: How do I sell a prepay package? [Front Desk]

Pre-Pay Management → New Purchase → pick the package and the Purchaser, add any Authorized Users (family), → Complete Purchase.

5. Returns

📷 [Screenshot: Returns screen — "Process New Return" tab and "Scan to Return" button]

Q: How do I process a product return? [Front Desk]

Two ways, both on the Returns screen:

Q: The return won't go through — it says the window expired.

Returns are allowed within 30 days of the sale. Past 30 days the sale drops off the list and the dialog says the window has expired. The badge turns red when 7 days or fewer remain — a heads-up to act.

⚠️ The 30-day window is now enforced by the system, not by memory. For a true exception, ask Jessica.

Q: A bottle scan was rejected on return. What do the messages mean?

Q: Does the refund go back automatically?

Q: I processed a return by mistake. Can I undo it?

There's no in-app "undo return" button. Stop and get Jessica — corrections involve inventory, the refund, and a commission clawback.

Q: What's a "clawback" and do I need to do anything?

A clawback is the commission automatically reversed from the doctor who was credited with the original sale. It happens automatically and flows to Practitioner Payouts — front desk does nothing extra.

6. Inventory, Scanner & Label Printer [Kimberly/Books, Purchasing]

📷 [Screenshot: Inventory → Inventory Actions tab — Receive Stock form + Print Labels panel]

Q: I added a new product but it shows zero stock. Why?

Creating a product (in Product Catalog → New Product) only defines the SKU — it doesn't add any bottles. You still have to Receive Stock to put physical units in.

Q: How do I receive stock and print labels? [Kimberly/Books]

  1. Inventory → Inventory Actions tab.
  2. In Receive Stock, pick the Product, Location, Quantity Received (1–500), and the Received Date. Add Expiration Date, Cost / Unit, Lot Number, PO Number / Notes if you have them.
  3. Click Receive {N} Unit(s) & Generate Serials.
  4. Click Print all {N} labels. Stick one label on each bottle.

💡 Each bottle becomes its own record with a unique CHI###### barcode. Max 500 units per batch — split bigger deliveries.

Q: The scanner isn't doing anything when I scan.

Work through this in order:

  1. Click into the input box first (e.g. Scan or type serial at checkout, or Serial barcode on returns) so the cursor is blinking there — the scanner just "types" the code, so the box must be focused.
  2. Check the scanner's USB cable is connected.
  3. Test on a test label from /admin/label-test (scan it to confirm the reader works).
  4. If it still fails, type the code by hand to keep serving the patient, and flag it.

Q: The label printer isn't printing.

  1. Confirm the TX610 printer is powered on, has labels + ribbon loaded, and the Ethernet cable is connected.
  2. Go to /admin/label-test and click Print Test Label. A 1"×1" label should come out.
  3. If a receive batch had failures, click Retry remaining on the Print Labels panel.
  4. Still nothing → see the troubleshooting table (escalate to IT/OneBOSS).

💡 The test label uses up one serial number (leaves a small gap in the numbering). That's expected and harmless.

Q: I have a stack of bottles with no labels (after the migration). How do I print them all?

Go to /admin/label-queue and click Print all unprinted labels (it does up to 500 per click — repeat if more remain). This is the tool for "print everything that hasn't been labeled yet."

Q: A label is torn or won't scan. Can I reprint just that one?

There's no quick "reprint this one bottle" override in the main flow for go-live. The safe move: pull a different, labeled bottle for the sale and set the damaged one aside for Kimberly to write off. (The only label tools are /admin/label-test and /admin/label-queue.)

Q: How do I change a product's price, name, or reorder levels after creating it?

The Edit button on a catalog row only changes the Label Abbreviation and the never-expires flag. There's no on-screen field to change price/name/category/reorder levels after creation.

⚠️ How to edit product price/name/reorder levels is an open question. Confirm exact label/steps in the app before printing, and ask on training day.

Q: The "Simulate Transfer" button on the Transfer tab — does it move stock?

No. "Simulate Transfer" is advisory only; it does not move real stock anywhere. Don't use it as a way to move inventory.

Q: The Expiration dashboard suggests a discount — does clicking it change the price?

No. The Expiration & Discounts dashboard is advisory — Get Suggestion shows an AI markdown idea but there's no button there that actually changes a price.

⚠️ Where a discounted price actually gets set is an open question — confirm in the app before printing.

Q: Where do I see what's about to expire / what's low? [Kimberly/Books]

Q: The "Cycle Counts" and "Reports (Soon)" buttons are greyed out.

Those are placeholders / coming later — they're disabled on purpose for go-live. Nothing's broken.

7. Reports & Commissions [Jessica/Mgmt, Kimberly/Books]

📷 [Screenshot: Practitioner Payouts — Payouts tab with the practitioner table]

Q: Where do I see what each doctor gets paid? [Jessica/Mgmt]

Practitioner Payouts (left menu). Pick the pay period with Previous / Current / Next (or Custom Range), open the Payouts tab, and read each practitioner's Net Payout. Click a row → View Details for the breakdown.

💡 Pay schedule: the 3rd pays the 16th–end of last month; the 18th pays the 1st–15th of this month. The screen states this on the header.

Q: A supplement commission went to the wrong doctor. How do I fix it? [Jessica/Mgmt]

On Practitioner Payouts → Statement (or the Supplements detail sheet), find the line, click the ⋮ → Reassign to Another Practitioner, choose the doctor, type a Reason (required — it's saved to the audit trail), → Reassign.

💡 Front desk's part is at Checkout: each sold product carries the recommending doctor (the Commission dropdown). Set it right there and you usually won't need a reassign.

Q: The supplement commission number looks smaller than 40% of the price. Is that a bug?

No. The 40% (doctor's share) is of the gross adjusted margin, not the sticker price. In the current build, margin is estimated at 40% of retail, so a doctor's supplement commission works out to roughly 16% of the retail price at default rates. That's expected — don't promise "40% of the price."

⚠️ Whether Cohn wants real per-product cost/overhead (instead of the 40%-of-retail estimate) is an open question for management. Confirm in app.

Q: What's the "Grace Period" tab telling me? [Jessica/Mgmt]

Tiered doctors earn a commission rate based on their monthly revenue. If a doctor dips below their threshold, they get a 30-day grace period keeping their rate for one month. The Grace Periods tab shows who's at risk.

Q: Can I "Approve" a payout or "Download/Print" a statement? [Jessica/Mgmt]

The buttons exist, but Approve / Dispute / Download / Print on the commissions page are not wired up yet — they don't save an approval or produce a file. The Daily Commission Summary PDF/CSV export on the Statement tab does work. Read the numbers on screen; don't rely on the Approve/Dispute/Download/Print buttons for payroll at go-live.

Q: Where are the clinic's financial reports (P&L, sales, cash flow)? [Jessica/Mgmt, Kimberly/Books]

Financial Reports — pick a pay period or custom range, then Profit & Loss, Sales Breakdown, or Cash Flow.

⚠️ Financial Reports may be hidden in the production build (it's flagged dev-only and can show "Page Not Available"). Confirm whether it's visible at the clinic before relying on it; if hidden, ask OneBOSS where management gets P&L.

💡 Revenue on the P&L is cash collected (money that came in, including package/prepay purchases) — not a service-by-service total. So a big package sale lands as revenue that period, and it won't tie out line-for-line to a service ledger. That's intentional.

Q: I don't trust TPS's old practice-wide totals. Is OneBOSS the new source of truth?

Yes. OneBOSS reporting is the new source of truth for practice-wide numbers going forward. (Individual patient balances were trusted in TPS; the practice-wide reports weren't reconciling — that's a big reason for the move.)

Q: How do I pull an audit trail / export to a spreadsheet? [Jessica/Mgmt, Kimberly/Books]

Audit Log → pick a tab (Appointments / Checkouts / Returns / Reassignments / Patient Updates), filter by date/practitioner, and click Export CSV.

💡 Audit Log is the only screen with a CSV export. House Account and Financial Reports don't export — Kimberly may need to copy those figures by hand.

8. "Where's my TPS feature?"

📷 [Screenshot: OneBOSS left sidebar menu, to match old habits to new screen names]

In TPS you did… In OneBOSS it lives…
The appointment book / day grid Schedule (the home screen)
Find an open slot by flipping pages Schedule → Find Availability tab
Move a doctor's whole day Reschedule Tool
Open the patient/account file Patients (search the Filter by name... box)
Tally a visit and take payment Checkout (service price is calculated for you; card runs on the Dejavoo terminal)
Ring up a supplement Checkout → Add Products → scan the bottle (or Quick Sale for no-appointment sales)
Patient credit / prepaid balance ledger Pre-Pay Management (a dollar wallet); imported balances are mapped in Legacy Pre-Pay Migration
Paper wellness punch card Wellness Cards (digital tick-down; redeems at Checkout)
Trades / comps / gift credit, tracked off-system CHI Cash (applied at Checkout; Jessica authorizes adding it)
Supplement returns on the ledger Returns (scan the bottle or pick the sale)
Inventory counts on paper / highlighters Inventory (every bottle is serialized with a CHI###### label)
Hand-tally doctor commissions at payroll Practitioner Payouts (auto-calculated per pay period)
"Who did this?" by flipping paper Audit Log (filter + Export CSV)
Month-end totals by hand Practice Dashboard / Financial Reports

Q: I can't find an old TPS feature in OneBOSS at all. Is it gone?

A few things work differently rather than one-for-one:

⚠️ For anything truly missing that you rely on daily, write it down on training day (June 10) so OneBOSS can confirm whether it exists, is coming, or moved.

9. Data — "Is my history there?"

Q: Did all our patients come across?

Yes — all 22,761 active patients migrated. Search the Patients screen; if you can't find someone, it's almost always a spelling/nickname difference (search looser).

Q: Are old appointments in the system?

Recent appointments are: about 8,677 appointments since 2025-10-01 (completed, scheduled, and no-show). So the Schedule should look populated on day one.

💡 Full clinical and billing history stays in TPS (read-only). OneBOSS carried over the operational core needed to run day-to-day. For an old chart or an old ledger, open TPS.

Q: Are our products and stock in there?

Yes — 2,414 products and 7,297 serialized stock units (1,313 items) migrated. Imported bottles may need labels printed (use /admin/label-queue → Print all unprinted labels).

Q: What about old prepaid balances?

17 patients with about $7,062.19 of legacy credit were brought over staged at $0 and must be mapped by Jessica in Legacy Pre-Pay Migration before they spend. (See the Checkout & Payments section.)

Q: When should I still open TPS?

Open TPS (read-only) for old history: charts, old ledgers, billing detail back to 2004 — anything from before go-live that didn't need to run the practice forward. Never book, check out, or change anything in TPS after go-live — all new work is in OneBOSS.

Q: I see a number in OneBOSS that doesn't match what I expected from TPS.

Two common, expected reasons:

  1. Reports are cash-basis (money collected), so they won't match a pure service tally.
  2. TPS practice-wide totals weren't reliable — OneBOSS is the new source of truth. If a specific patient balance looks wrong (not a practice-wide total), flag it to Jessica to check.

10. Troubleshooting Quick-Table

💡 Find your symptom, check the likely cause, try the fix, and if that doesn't work, escalate to the person named.

Symptom Likely cause Quick fix Escalate to
Can't log in / locked out Wrong password or account issue Re-check the password; try again Jessica (resets in Staff Management)
A menu is missing Your role doesn't include it (not a bug) Use the screens your role has Jessica (role in Staff Management)
"Access Denied" card Screen is outside your role Expected — leave the screen Jessica if you truly need it
Patient "not found" Spelling / nickname / searched too specifically Search last name or fewer letters in Patients Jessica if a real record is missing
Made a duplicate patient No duplicate guard exists Search before creating; don't delete the dupe Jessica (no self-merge)
Appointment not on the grid Cancelled/no-show are hidden; or outside 8–6 Check the right day; confirm the time is in hours Front Desk lead / confirm in app
"Booking Failed — Time slot conflict" Slot already booked for that practitioner Pick another time or use Find Availability —
Need to move one appointment No drag/edit-time exists Cancel old slot + book new one —
Patient not in "Ready for Checkout" Visit not completed yet Mark the visit Complete on Schedule Front Desk lead
Checkout won't open Another same-day visit isn't completed Complete all same-day visits first —
Terminal Online badge is red / offline Terminal off or disconnected Power on + reconnect the Dejavoo terminal; retry IT / OneBOSS support
Card declined / terminal failing Card or terminal issue Try Again; last resort Record as Card (no terminal) Jessica (note the fallback)
Prepay won't apply Tier mismatch / low balance / not mapped / not authorized Check tier + balance; map legacy credit; add as Authorized User Jessica (mapping; balance questions)
Patient's old credit shows $0 Legacy credit not mapped yet Map it on Legacy Pre-Pay Migration Jessica (Admin-only step)
Need to add CHI Cash Only Jessica can authorize it Send the request to Jessica Jessica (only)
Rang up wrong tender (card, same day) Mistake at checkout Checkout History → Void Jessica if past same-day
Rang up wrong tender (cash/check/prepay) No void for these Product → Return; otherwise get help Jessica
Charge amount looks wrong Duration/discount, no price-edit box Check duration + discount applied Jessica
No receipt for the patient Receipt path not confirmed Use current paper process for now Jessica / confirm in app
Return blocked — window expired Past the 30-day limit None at desk — it's enforced Jessica (exceptions)
Bottle scan rejected on return Unknown / already returned / discarded / not sold Read the message; try the by-patient path Kimberly/Books if a stock issue
Processed a return by mistake No undo in app Stop; don't re-process Jessica
Scanner does nothing Input box not focused / cable Click the box first; check USB; test label IT / OneBOSS support
Label printer won't print Power / labels / ribbon / Ethernet Check all four; run /admin/label-test IT / OneBOSS support
Bunch of bottles with no labels After migration, labels not printed /admin/label-queue → Print all unprinted labels Kimberly/Books
Damaged/unreadable label No quick single reprint Use another bottle; set bad one aside Kimberly/Books (write-off)
New product shows 0 stock Creating a SKU ≠ receiving stock Inventory Actions → Receive Stock Kimberly/Books
Can't edit a product's price/name Edit dialog only does label + expiry — Jessica / confirm in app
Commission on wrong doctor Set wrong at checkout Practitioner Payouts → Statement → Reassign Jessica
Supplement commission "too low" It's 40% of margin, not price Expected (~16% of retail) Jessica
Financial Reports menu missing May be hidden (dev-only) in production — Jessica / OneBOSS support
OneBOSS number ≠ TPS number Cash-basis reports / old TPS totals untrusted Expect differences on totals Jessica (patient-level only)
Can't find an old chart/ledger It stayed in TPS (read-only) Open TPS for pre-go-live history Jessica

⚠️ Who to call list — fill in on training day: OneBOSS support contact + the "War Room" on-site support hours (June 15–19). Confirm names/numbers before printing.

11. Glossary (plain English)

Term What it means at CHI
TPS The old system you're replacing (a DOS-era FoxPro program). Stays available read-only for old history.
OneBOSS The new web app you'll use day-to-day. Also nicknamed "ChiroFlow Scheduler" inside the app.
Role Your access level: Admin (Jessica), Doctor, Front Desk, or Purchasing. It decides which menus you see.
Schedule The home screen — the day's appointment grid, one column per practitioner.
Check in / Complete / Check out Steps a visit moves through: arrived (pink) → finished (green) → paid.
Schedule Name A short/nickname shown on the calendar (e.g. "Bob"), separate from the Legal Name on file.
Quick Book Booking by clicking an empty slot on the Schedule.
Find Availability The tab that lists open slots across several days so you can book in one click.
Quick Sale Selling a supplement with no appointment (Checkout → Quick Sale tab).
Prepay / Pre-Pay package A prepaid dollar wallet tied to a package; drawn down at checkout. Supports family linking.
Care $75 / Care $100 Pricing tiers. $100 = Dr. Cohn and Dr. Jon; $75 = the other doctors. A package's tier controls where it can be used.
Tier A / B / C / D Package sizes within a Care tier (Relief / Corrective / Comprehensive / Family Wellness).
Authorized User A family member/other allowed to spend from someone's prepay package (no manual transfer).
Legacy Prepaid Credit TPS credit balances brought over staged at $0; Jessica maps them to make them spendable.
CHI Cash (a.k.a. Cohn Cash / Cohn Bucks) Store credit for trades, gifts, comps. Behaves like cash at checkout. Only Jessica can add it; staff see only the balance.
Wellness Card A digital punch card — 10 therapies for $50 each. Ticks down automatically at checkout for therapy services.
Token / tokenization The record that ties a sold supplement to the doctor who recommended it (so they keep the commission). Lapses after ~90 days of no activity.
House Account Where money/commission goes when no doctor is attributed (e.g. an untokenized or lapsed supplement sale, wellness-card purchases).
Commission / Practitioner Payouts What each doctor earns per pay period — service + supplement margin + therapy referral, minus clawbacks.
Gross adjusted margin The profit a supplement commission is figured on (retail − cost − overhead). The doctor's share is 40% of the margin (not of the price).
Sliding scale / tiers A doctor's commission rate set by their monthly revenue.
Grace period A 30-day protection that keeps a tiered doctor's rate for one month if they dip below their threshold.
Clawback Commission automatically reversed from a doctor when a product they sold is returned.
Serialized inventory Every physical bottle is its own record with a unique CHI###### barcode label.
CHI###### The format of a serial barcode (the letters CHI + 6 digits, e.g. CHI000123).
Receive Stock Logging incoming bottles into Inventory, which mints serials and lets you print labels.
Dejavoo terminal The card-payment terminal the checkout sends card charges to.
Void Cancel a same-day card charge from Checkout History.
Return window The 30 days from a sale during which a product can be returned.
Audit Log The filterable, CSV-exportable trail of who did what (checkouts, returns, edits, etc.).
Superbill The itemized receipt CHI gives patients to submit to their own insurance (CHI is a cash practice and does not bill insurance).
ABN A Medicare waiver Medicare-eligible patients sign; the system flags eligibility. (Clinical coding is doctor-side.)
Charting / SOAP notes Clinical visit notes — not in this go-live; trained separately later this summer.
Go-live Sunday, June 14, 2026 — the day OneBOSS becomes the live system and TPS goes read-only.

✅ Go-live checklist for this page (do before the final print run):

  • Confirm the login / password-reset steps on the real clinic setup.
  • Confirm where no-shows are recorded.
  • Confirm how patients get a receipt.
  • Confirm how Jessica issues CHI Cash (exact screen).
  • Confirm how the $500 Wellness Card is collected.
  • Confirm whether Financial Reports is visible in the clinic's build.
  • Confirm how to edit a product's price/name/reorder levels.
  • Fill in the OneBOSS support contact and War Room hours (June 15–19) in the troubleshooting table.

💡 You won't be alone. OneBOSS provides on-site "War Room" support June 15–19 (the first week live). When in doubt: try the fix here, then ask — that's exactly what that week is for.