App Admin Guide

Last updated: March 13, 2026 Portal: app.photon.health

1. Getting Around

Open the menu by clicking the hamburger icon in the top-right corner or clicking on the Section directly.

For support calls, always start with Patients.

2. Looking Up a Patient

1. Open the menu -- click Patients
2. Type the patient's name in the search bar
3. Click the patient's name to open their record

The patient detail page is your home base for any support call. It shows:

• Demographics -- name, date of birth, sex, mobile number, email
• Prescriptions -- every prescription with status badges and dates (paginated if many)
• Orders -- every order with status badges (scroll down to see these)

First thing to check: the phone number

If a patient says they didn't receive a text, confirm the Mobile Number on this page matches what they're giving you. A wrong number on file is the most common reason patients don't receive their Rx link.

To update it: click the Edit Patient button at the top of the page.

3. Checking an Order

From the patient detail page, scroll down to Orders and click the one you need. You can also find orders via the Orders section in the main menu.

Order Statuses

Order Detail Page

The order detail page shows:

• Order ID at the top (click the copy icon to grab it for escalations)
• Status badge -- Routing, Sent, or Received
• Medication name -- the specific drug and dosage
• Patient -- linked back to the patient record
• Pharmacy Information -- name, phone number (clickable), address, delivery address, carrier, tracking number
• Prescription Fills -- links back to the source prescription

The pharmacy phone number is clickable -- you can call them directly from this page.

What "Routing" Looks Like

If an order is in Routing status, you'll see a message indicating the order is pending pharmacy selection by the patient. There's also a Select Pharmacy option if you need to assign one on their behalf.

4. Common Support Scenarios

"I never got a text with my prescription link"

1. Open the patient record -- check the Mobile Number on file
2. If the number is correct -- have the patient text 513-866-3212 -- this automatically resends their prescription link
3. If the number is wrong -- click Edit Patient to fix it, then hit Report Issue on the order so our team can trigger a fresh send

Important: The Photon portal does not show SMS history. You cannot see whether a text was delivered or not. The resend number above is the self-serve workaround.

"My order hasn't moved" / "The pharmacy never got my script"

1. Open the order -- check the status badge
2. Based on status:
   • Routing for more than 24 hours -- hit Report Issue -- something may be stuck
   • Sent -- the prescription has been transmitted. Give the patient the pharmacy phone number (shown on the order detail page) so they can call directly
   • Received -- the pharmacy has it. Direct the patient to contact the pharmacy for pickup/delivery timing

"I got multiple texts -- which script is this for?"

1. Open the patient record
2. Look at the Prescriptions section -- each prescription shows the medication name, status, and date
3. Cross-reference with what the patient says they were prescribed
4. If the text content itself is wrong or confusing -- hit Report Issue on the relevant order

"I want to use a different pharmacy"

Pharmacy changes cannot be made from the portal. Click Report Issue on the order and our team will handle the pharmacy reassignment.

"I want to cancel my prescription"

Cancellations cannot be undone from the portal. Only cancel if you're certain.

5. How to Escalate to Photon

On any order detail page, click the blue Report Issue button in the top-right corner.

This opens a form that:

• Pre-fills the patient name and prescription details automatically
• Asks you to describe the issue in the text box
• Starts an email thread with the Photon team when you submit

Tips for faster resolution:

• Include what the patient told you (e.g., "Patient says they never received a text, phone number on file is correct")
• Mention how long the issue has been happening
• You don't need to include the order ID -- it's attached automatically

6. Quick Reference