Hero EMR provider manual
Everything a physician or practice admin needs to configure and run Hero EMR, split into short, focused topics. Pick one to start, then move through it with the in-page contents and Next links.
Set up your practice
5 topicsPractice setup
Practice info, physicians, staff, patients, and portal branding — plus integrations, the Headway connection, a personal toolbar layout, and practice emergency alerts.
Scheduling
Locations, weekly hours, visit types, recurring templates, time off, reminders, the waitlist, and visit policies — plus the single-screen scheduler for booking, rescheduling, and asking patients to book their own time, shuffle mode, which reschedules a whole day of appointments in one reviewed batch, in-person weeks, which limits face-to-face booking to the calendar weeks you are actually in clinic, treatment series for recurring courses of care, walk-up kiosk and text or portal self check-in, and online booking checks: which insurance checks each visit type needs before an online booking is confirmed.
Questionnaires & paperwork
The pre-visit questionnaire library and assignment rules, building and versioning paperwork templates patients sign, and intake review — staff screening what patients completed before each visit.
Billing
The layered pricing model and the daily money workflow: defaults, overrides, code prices and payer rates, the simulator — then the Billing Monitor, readiness, claims, payments, balances, memberships, and APCM.
Privacy, audit & reporting
The Audit Log and its integrity check, emergency chart access for staff you name, each patient's disclosure history — plus public health reporting (immunization registry, syndromic surveillance and electronic case reports), quality measure reporting, and the Promoting Interoperability dashboard.
In the visit
6 topicsEncounter completion
Document a visit and let Hero EMR build the encounter on save: diagnoses, orders, Quest and Labcorp lab orders, prescriptions, drug-interaction, allergy and PDMP checks, cost and coverage, EPCS narcotics signing (several at once with Send together), supervisory signing for NP and PA prescriptions, charges, follow-up, favorites, reusable order sets, addenda on signed visits — plus patient letters and AI-filled forms delivered to the portal, and the questionnaires the patient completed for the visit read beside the note.
Physical therapy
The .pt note for evaluations, daily notes, progress reports, re-evaluations and discharges: it starts from the last visit, copies earlier exercise programs, tracks range of motion, strength, special tests and outcome measures, links goals to measurements with target dates, records minutes per service, and checks the note for each note type — by keyboard or dictation.
In-office medications & drug inventory
Document injections and observed doses given in clinic, with lot, NDC, expiration, waste and who gave it, from protocols and favorites or a barcode scan; let Hero add the J-code, NDC, JW/JZ and 96372 charges; follow repeating doses on a due list; and, optionally, track drug stock, orders, counts, alerts and what injections cost and earn.
The patient chart
Find any patient and read their whole record: chart tabs, the header strip, problems and allergies, encounter history, and vitals — plus the Patient Information screen for demographics, insurance, appointments, questionnaires, prescriptions, forms, faxes, prior auth, billing, and outbound comms, and Chart Sharing for sending records to an outside recipient through an expiring, password-protected link.
Zoom telehealth
Connect a Zoom account, provision telehealth meetings from the calendar, and import recordings and transcripts.
AI in Hero EMR
Every AI feature in one place — voice commands, clinical knowledge, product Q&A, note generation, dictation and note templates, prescription auto-fill, inbox drafting, and the magic-wand quick actions — and what you must verify.
Run the day
14 topicsInbox & messaging
One queue for everything that arrives: patient threads from portal, SMS, email, and phone, a By patient view with one conversation per patient, message pools and backups, attached inboxes for working a colleague's inbox in place, the Co-sign folder for supervising clinicians, AI-drafted replies, triage tools, forwarding, and compose — plus voicemail in the same Patient view, where messages callers left are played, read as a transcript, linked to a chart, drafted by Voicemail Hero and returned in one click, and crisis alerts from the AI phone line.
Phones & calls
Practice phone setup, browser and desk calling, ring groups and busy handling, 911 alerts, what the AI answering agent may do, its monthly minute limit, crisis calls and calls about minors, AI call review, and planned outbound calls with a handoff to you.
Out of Office
Plan time away and who covers: Hero blocks the calendar, lets the people covering work the away person's inbox in place, keeps or AI-sorts patient messages, shows patients a notice with the return date, tells the phone agent and Inquiry Hero, and shows who is away across Team Chat and pickers.
Lab & imaging results
Where results land and how they reach the patient: the Results inbox, lab reports with trends, imaging reports, acknowledgment, notification, and nurses reviewing results before the physician.
Refills & medications
Medication work between visits: pharmacy renewals, the Refills worklist for patient refill requests with staff triage and one-click Prescribe, prescribing without an encounter, the medication list and what counts as current, pharmacy fill history, pharmacy prior authorization, statuses and errors, and pharmacies — plus the Refill Center: one list of patients whose medicines run out soon, with pended refills, controlled refills signed together on your phone, and nurse protocol refills.
Medication reconciliation
Make every medication list change a reviewed one: an org switch that turns patient and staff edits into proposals, pre-visit medication checks in the portal, an encounter workspace with approve/reject and a finalize attestation, and review badges plus a full audit trail in the chart.
Urgent care & walk-in
Patients get in line from their phone or a tablet at the door, answer a safety check, and finish insurance, forms and a verified urgent-care copay while they wait; staff run the day from the Waiting Room board with one-click triage, rooming, texts and copay collection.
Care programs
Enroll patients, collect consent, deliver care plans, confirm care time, review remote monitoring and quality, and work month-end claims and reports.
Faxing
Triage incoming faxes, link and file documents to the chart, set up Hero Fax, use saved contacts, and verify delivery — plus fax letters: pre-op clearance, records requests and other letters to outside providers, signed and faxed in one click.
Documents & media
The chart's filing cabinet: uploads, automated data extraction, multi-page document grouping, the viewer, signed forms, and ECG and imaging (DICOM) files.
Referrals & external care
Order referrals and imaging out, track what's outstanding, and capture the consult reports that come back — plus the inbound referral portal that lets community providers refer patients to you and auto-closes the loop, each patient's referring provider and PCP, and contacting outside doctors by fax, secure message or phone.
Health information exchange
Send and receive patients' health record files with other practices by Direct secure messaging; check, match and file what arrives and reconcile its medications, allergies and problems with the chart; and let patients connect health apps while clinicians open approved apps from the chart.
Patient lists & outreach
Segment the panel into cohorts: preset lists, a custom AND/OR/NOT search builder, manually curated lists, and parameterized columns — then send tracked outreach campaigns by portal, email, or SMS.
Todo lists & queued messages
An org-wide todo panel one keystroke away: quick-add with patient linking, priorities, shared color tags, checklists, snooze, and delegation — plus 'Send later' scheduling for patient and team messages, managed from a Queued tab, and reminders created by voice or typed command.
Patients & portal
4 topicsThe patient portal
What patients see and how staff support them: the portal tour, invitations, sign-in security, booking, messaging, payments, records, family & caregiver access, and what parents and guardians of teens see.
Record access & requests
Patients see, download and send their health summary from the portal, see who viewed it, ask you to limit who sees it, share links and ask for corrections; staff answer privacy and correction requests inside the deadline and export a patient's or the whole practice's health information.
Reputation & patient feedback
Survey patients after completed visits, route the happy ones to your public review profiles, and get alerted the moment feedback is negative — with a versioned survey editor, delivery and eligibility rules, an FTC-aware prompt mode, and a self-demo before you launch.
Mobile apps
My Hero on iPhone and Android: the physician schedule with two-way Google Calendar and Outlook sync, ambient recording and dictation, EPCS approval by passkey, inbox and todos — plus the patient app, Apple Health and Bluetooth cuffs, records imports, and payments.