This guide is for clinic staff who use VitalBridge every day — medical assistants, providers, and practice admins. It explains what you see, why patients land where they do, and how to move work forward for the billing month (examples use July 2026).
You do not need a technical background. Think of VitalBridge as your clinic’s RPM operations desk: patients, devices, outreach, documentation, and readiness for the month — in one place.
How to navigate
Use the left menu (or Menu on phone) to jump to any chapter.
Use Previous / Next at the bottom to read in order.
Wireframe pictures are training mockups with fake names like “Patient A” — never real patient data.
In plain English
A billing month is the calendar month you are working (for example July 2026). Almost everything on the Work Queue — days with data, minutes, interactive contact — is measured for that month.
Tip
Start with chapters 6–7 (Work Queue) if you already know how to log in. New hires should begin at chapter 2.
Chapter 2
Getting started
New users receive an invite from a practice or org admin. You must accept the invite and set a password before login will work.
First-time access
Open the invite link from your administrator (links expire — ask for a new one if needed).
Set your password and submit.
Log in with your email and password.
If your organization uses MFA, complete the multi-factor prompt.
You land on the Work Queue — set the billing month to July 2026 (or the month you are working).
Important
If you try to log in before accepting the invite, you will usually see “Invalid credentials.” That does not always mean the password is wrong — it often means the invite was never completed.
Your first 10 minutes
Open Work Queue and confirm the billing month.
Start in Critical alerts (then Alerts, Setup, Recall, Monitoring).
Open a patient row — the session timer starts automatically.
Review readings and devices; contact the patient if needed.
Pause the timer, document the encounter, then Save or Save & Next.
Chapter 3
Who can do what
Access depends on your role. Your clinic may customize some permissions; this is the typical picture.
Role
Typical access
MA / Clinical MA
Work Queue, Patients, charts, encounters, device onboarding; Sync Readings when Continua devices are linked. Clinical MAs are often limited to assigned patients.
Provider
Everything an MA can do, plus Billing, CGM Queue, linking Continua devices, configuring ranges/thresholds.
Practice Admin
Provider access plus Settings (users, practices, devices, integrations, logs).
Org Admin
Cross-practice visibility and full admin tools. Some screens require selecting a practice first.
Tip
Practice coordinators often do not see Reports. If a menu item is missing, it is usually role-based — ask your admin before assuming a bug.
Chapter 4
Finding your way around
The console keeps the same chrome wherever you go: brand, notifications, and primary navigation.
Top bar
VitalBridge brand and product label
Your email and role
Notifications bell — unread / unacknowledged items
Theme toggle (light / dark)
Logout
Primary navigation (pills)
Work Queue — daily monthly work
Patients — search and enroll
Billing — providers / admins
CGM Queue — providers / admins (when used)
Calls — only if enabled for your organization
Settings
Patient tabs
When you open charts, a patient tab bar lets you switch between open patients. Close a tab when you are done to keep the workspace tidy.
Mock — top of the console
VitalBridge · RPM Console🔔 3
Work QueuePatientsBillingSettings
Chapter 5
Badges & colors glossary
Colors and pills answer “what am I looking at?” without opening every chart.
Data source
Continua — at least one Continua reading has been received for this patient. Non-Continua — no Continua reading ingested yet (even if a device was “set up” elsewhere).
In plain English
Green Continua is about data that arrived, not about paperwork that says the patient “has a device.”
Device pills
ScaleGlucoseCGMBPSpO2
Alert direction
HIGH ↑ — high-side threshold concern for that device category. LOW ↓ — low-side threshold concern.
Patient status
activepaused
— discharged is also available (with confirmation). Test patients are flagged separately and stay out of Work Queue and billing.
Chapter 6
Work Queue (deep dive)
The Work Queue is your monthly to-do board. Pick a billing month (example: July 2026). Every active patient sits in exactly one bucket — the highest-priority reason they still need attention.
The six buckets
1
Critical alerts — urgent clinical attention (including premature CGM transmitter swaps when that feature is on).
2
Alerts — important warnings that are not critical.
3
Setup tasks — RPM setup still needs to be finished.
4
Recall queue — follow-up due, unresponsive outreach, or 21+ days without interactive contact.
5
Monitoring queue — still working toward monthly Complete.
6
Complete — monthly checklist met for the selected month.
What a row shows
Mock — Work Queue row · July 2026
Patient A ContinuaBPHIGH ↑
12 days · 18 min
Last contact: 3d
Clinic North
Reason: 1 unresolved critical alert
Patient B Non-ContinuaGlucose
8 days · 6 min
Last contact: Never
Clinic North
Reason: Not Completed yet: need interactive contact · 8/16 reading days · 6/20 minutes
Training mockup only — no real patient information.
Filters
Billing month
Data source (All / Continua / Non-Continua)
Device type
Last contact aging (0–7, 7–14, 14–21, 21–30, 30+ days)
Tip
Admins may also see an MA activity summary at the top of Work Queue for the day.
Chapter 7
Work Queue logic explained
This chapter is the “why.” Once you understand exit rules, the board stops feeling random.
How patients leave each bucket
Bucket
How they leave
Critical alerts
Address the clinical issue, then Resolve critical alerts.
Alerts
Address warnings, then Resolve warning alerts.
Setup tasks
Finish RPM setup (or dismiss setup when your clinic allows).
Recall — follow-up / unresponsive task
Do the outreach, then Complete follow-up when appropriate.
Recall — 21-day silence
Document a new interactive encounter (connected call / video / in person).
Monitoring
Meet the monthly Complete checklist (below).
Complete
They stay here unless a higher-priority reason returns (new alert, recall, etc.).
Monthly Complete checklist
For the selected billing month, Complete requires all of:
At least one interactive contact
Enough days with data (typically 16; some clinics count CGM qualifying days)
At least 20 monitoring minutes from saved encounters
Important
Voicemail, SMS, email, and portal messages are useful and should be documented — but they do not count as interactive contact for Work Queue “last contact” and monthly interactive progress. Connected phone, video, and in-person do.
Recommended daily path (July 2026)
Before you start — confirm billing month (July 2026). Add filters only if you are focusing.
Recall queue — outreach; Complete follow-up vs interactive encounter depending on the reason.
Monitoring queue — bulk of the day: open → review → contact → pause timer → save → Save & Next.
Complete — spot-check only.
In plain English
A patient can look “done” on minutes and days and still sit in Recall until the recall reason is cleared. Priority always wins.
Chapter 8
Patients list
Patients is for finding and enrolling people. Day-to-day care work happens in the chart and Work Queue.
Search & filters
Search by name
Filter by data source and device type
Optional: show test patients (excluded from Work Queue and billing)
Add a patient
If you can enroll: Add / New Patient, complete required fields (name, DOB as YYYY-MM-DD, phone, status, practice for org admins), then Create. Bulk CSV import is available when your role allows it — download the template first.
Tip
Most edits (insurance, assignments, timezone, test flag) happen in the patient chart Profile Summary, not on the list page.
Chapter 9
Patient chart tour
The chart is home base for one patient. Opening from Work Queue keeps month and queue context so Save & Next works.
Mock — patient chart layout
Header Patient A · active · Sync Readings · July 2026 minutes · session timer
High/low thresholds that drive alerts for this patient.
If enabled for your clinic
A red premature transmitter banner can appear at the top of the chart. Acknowledging it is patient-wide (the whole team sees it cleared), not only “my notifications.”
Chapter 10
Encounters, timer & Save & Next
Monitoring time only counts when you pause and save an encounter. Accuracy on communication type protects Work Queue logic.
Timer rules
Timer auto-starts when the chart opens.
You must Pause before you can save.
Sessions hard-cap at 3 hours; over-cap saving is blocked.
Leaving with unsaved time or notes prompts a warning.
What you document
Activity type — monitoring, interactive, or care coordination
Communication type — phone connected, voicemail, SMS, email, portal, video, in person, etc.
Structured RPM note fields + narrative notes per your protocol
Save modes
Save Encounter — stay on this patient
Save & Next — available when you came from Work Queue; opens the next patient in the same month/queue context
Open the patient from Work Queue (July 2026 context).
Confirm the billing month in the RPM time box.
Review readings/devices; contact if needed.
Pause the timer.
Complete activity type, communication type, and notes.
Save Encounter or Save & Next.
Chapter 11
Devices & readings
Devices answer: “Is this patient able to send data, and is data actually arriving?”
Continua linking
Providers and admins can link Continua devices on the chart. MAs typically view telemetry. Practice/org admins can also run Device Onboarding (scanner workflow) from Settings.
Sync Readings
On the chart header when at least one Continua device is linked. Use it for a manual pull when you expect new data.
Why Continua can stay grey
In plain English
Linking a device (or creating the patient in Continua) is not enough. The Work Queue / list badge turns green only after VitalBridge has ingested at least one Continua reading.
Common “no recent readings” checks
Battery low (under ~20% is a red flag)
Poor signal
Device still “provisioned” (registered, no reading yet)
Patient paused or discharged
Wrong patient / wrong device link
Billing + Devices on the chart also shows eligibility-oriented device status and, when used, transmitter identifiers.
Chapter 12
Alerts & notifications
Alerts protect patients; notifications make sure the right person sees them quickly.
Thresholds (Ranges)
Patient Ranges drive high/low/critical breaches for glucose, blood pressure, SpO2, weight change, and related metrics. Follow clinic protocol before changing numbers.
Work Queue vs bell vs banner
Work Queue Critical / Alerts — operational lists for unresolved patient alerts
Notification bell — awareness feed; patient-linked items open that chart
Chart banner — high-visibility clinical banners (for example premature transmitter) when enabled
Important
Resolving or acknowledging critical items after clinical action keeps the whole team from chasing the same fire. Do not clear an alert just to “clean the list.”
If enabled for your clinic
CGM clinical alert settings and premature transmitter validation change what appears in Critical alerts and on the chart. If you do not see those controls, your site may not have them turned on.
Chapter 13
CGM workflows
CGM work sits alongside traditional RPM devices. Exact menus depend on what your clinic has enabled.
CGM Queue
Provider/admin list of CGM interpretation work. Open a patient, review data, complete interpretation documentation (including PDF when your workflow uses it).
On the patient chart
CGM summary / interpretation entry points when data exists
Transmitter ID visibility and manual register/swap for allowed roles (when transmitter validation is enabled)
Premature swap banner + Work Queue Critical path when wear time is under threshold
Tip
LibreView AGP-style paths may not drive transmitter detection the same way Glooko/Clarity ingest does. When in doubt, follow your clinic’s CGM SOP.
Chapter 14
Billing & reports
VitalBridge tracks readiness signals for the month. Your billing team still applies payer rules — this chapter is about what the console shows, not coding advice.
What the console commonly tracks
Setup / consent readiness (often associated with 99453)
Days with data (16+ vs fewer days for related device supply concepts)
Interactive minutes (toward 20 minutes and add-on blocks)
CGM interpretation documentation (95251) when used
Important
Some code pairs are mutually exclusive for the same month in common RPM rules (for example certain device-day codes). Use Billing screens and your compliance lead — do not double-bill from a single checklist glance.
Exports (CSV) should stay in approved secure storage. Never paste PHI into email or chat.
Chapter 15
Calls & communications
If enabled for your clinic
Not every organization has Calls turned on. If you do not see the Calls pill, skip this chapter.
When enabled, Calls brings telephony history into the RPM workflow so outreach can be matched to patients and encounters.
Filter call logs by date, direction, disposition; search by phone or patient name
Open Call Details — recording (audited), patient link, attach to encounter, mark reviewed
Use Unmatched Queue to link or dismiss calls the system could not auto-match
Remember: linking a call is helpful, but Work Queue interactive contact still depends on how you document the encounter communication type.
Chapter 16
Settings & admin
Everyone has personal settings. Admins see the clinic’s control room.
All users
Theme / display preferences
Password
MFA enrollment and backup codes (when required)
Notification preferences (when available)
Admins
Practices
User management & invites
Devices inventory / unlinked / audit
Integrations (e.g. Continua polling)
EMR CCD import
CGM Alerts settings (when enabled)
Audit logs
Tip
Org Admins: on several admin screens you must select a practice before actions unlock (imports, device tools, some integrations).
Chapter 17
Troubleshooting playbook
Common clinic scenarios and the business-level fix.
“Continua is grey but we added them in Continua”
Wait for / pull the first reading. Badge turns green only after ingestion.
“Last contact: Never” but we texted them
SMS does not count as interactive. Document a connected call, video, or in-person encounter.
“They’re stuck on Recall even though minutes look fine”
Clear the recall reason: Complete follow-up for pending tasks, or document interactive contact for 21-day silence.
“Save is blocked / timer weird”
Pause the timer. Check the 3-hour cap. Confirm you still have unsaved form content if the browser warns on leave.
“Login says Invalid credentials” for a brand-new user
Confirm the invite was accepted and a password was set. Ask admin for a fresh invite if expired.
“I don’t see Billing / CGM / Calls”
Usually role or feature enablement — not a broken install. Escalate to practice admin.
Important
When escalating to support, share the request ID from the error banner if shown. Do not paste patient names, MRNs, or phone numbers into tickets or chat.
Chapter 18
Quick reference
Daily checklist
Billing month set (e.g. July 2026)
Critical alerts cleared or in progress
Warning alerts reviewed / resolved
Setup tasks moved forward
Recall outreach completed or scheduled
Monitoring queue worked with Save & Next
Complete spot-checked if leadership asks
No PHI left in email, chat, or screenshots
Glossary
Term
Meaning
Billing month
The calendar month you are working in Work Queue and billing views.
Interactive contact
Connected two-way communication (phone connected, video, in person).
Reading day
A calendar day in the month with at least one qualifying reading.
Monitoring minutes
Time credited when encounters are paused and saved.
Recall
Needs outreach: follow-up task, unresponsive escalation, or 21-day silence.
Complete
Interactive + days + minutes thresholds met for the month.
Test patient
Training/non-real patient excluded from Work Queue and billing.
Tip
Bookmark this file locally or keep the zip on a shared drive your clinic already uses for training materials.