How to Review Your Website and Resolve Declined Service Requests in Medximity EHR

This article explains how to review website service requests submitted to your practice and how to resolve declined requests in Medximity EHR. Use this workflow to find website-submitted requests, check a request status, update a declined service request, and confirm the result.

This guide is for providers and practice staff with access to the appropriate Medximity EHR workspace. If you also manage public practice information, see How to Update Your Practice Address, Phone Number, and Business Hours on Medximity.

Before you begin

Before starting a Medximity EHR website request review, confirm that you have the correct access and enough information to evaluate the request.

• Account access: You must be able to sign in to Medximity EHR for the correct practice or organization.
• Role access: Permissions for reviewing service requests may be limited by your organization. If you cannot see website-submitted requests, your role may not include that access.
• Correct location: If your organization has multiple locations, make sure you are reviewing the correct practice, provider, or location context.
• Internal workflow: Follow your practice policy for reviewing, accepting, updating, or escalating service requests.
• Privacy: Do not copy patient information into screenshots, emails, or support messages unless your organization has approved that process.

Review website-submitted service requests

If you are wondering where to find website submitted requests, start from the Medximity EHR workspace or queue your organization uses for incoming website activity. The exact navigation can vary by role and configuration, so use the area your practice has designated for website-submitted service requests.

1. Sign in to Medximity EHR using your authorized provider or staff account.
2. Confirm that you are in the correct practice, provider, or location context.
3. Open the area your organization uses to review incoming service requests from the website.
4. Look for requests with a status, review indicator, or workflow state showing they need attention.
5. Open a request to review the submitted details.
6. Compare the request information with your practice requirements and internal workflow.
7. Decide whether the request can move forward, needs correction, or requires escalation.

Expected result: You should be able to view website-submitted service requests that your role is permitted to access. If no requests appear, verify the date range, location, status filter, or assigned workflow used by your organization.

For related provider setup tasks, see How to Claim and Verify Your Medximity Provider Profile.

Identify declined service requests

Knowing how to identify declined service requests helps you focus on items that need follow-up. A declined request is a request that has not moved forward in the current workflow. Depending on your configuration, it may show a declined status, rejection indicator, or another status your organization uses for requests that were not accepted as submitted.

1. Open the website-submitted service request list or queue.
2. Review the status column, status label, or request summary available in your view.
3. Filter or sort by status if your organization has that option enabled.
4. Open each declined request to review the available details.
5. Look for visible notes, comments, or status information that may explain why the request was declined.

If you are asking why was a service request declined, check the information available on the request first. Possible operational reasons can include incomplete information, a mismatch with practice requirements, duplicate submissions, or a request that needs manual review. The exact reason depends on your practice workflow and the details recorded with the request.

Expected result: You should be able to tell which requests are declined and whether the request includes enough information to decide the next step.

Resolve or update a declined request

Use this section when you need to know how to resolve declined requests or update a declined service request. Only make changes that are accurate, authorized, and consistent with your organization policy.

1. Open the declined request from the website-submitted service request list.
2. Review the submitted information carefully.
3. Check any available reason, note, or status information associated with the decline.
4. Determine what must be corrected before the request can move forward.
5. Update only the fields or information your role is authorized to change.
6. If more information is needed, follow your organization process for contacting the patient, internal staff member, or administrator.
7. Save or submit the update using the action available in your Medximity EHR workflow.
8. Return to the request list or detail view to verify that the updated information is reflected.

Expected result: The request should show the updated information you entered, and the current status should reflect the latest step in your workflow. If the request remains declined, another required action may still be missing or an administrator may need to intervene.

If the request requires creating or matching a patient record, use your approved workflow. For manual patient record creation guidance, see How to Add a New Patient Record Manually in Medximity EHR.

Confirm the request status

After making changes, confirm service request status in Medximity before leaving the workflow. This helps prevent missed follow-up.

1. Return to the request list, queue, or detail page where your organization tracks website-submitted service requests.
2. Locate the request you updated.
3. Review the current status shown for the request.
4. Open the request detail if the list view does not show enough information.
5. Confirm that the visible details match the update you made.
6. If your workflow includes assignment or follow-up ownership, confirm that the request is routed to the correct person or team.

To check declined request status after update, look for the latest status shown in the request record. If the request still appears declined, the update may not have changed the workflow state, or another required review step may still be pending.

Expected result: You should know whether the request is still declined, pending review, updated, or ready for the next step defined by your organization.

If your practice uses patient portal messaging for follow-up, see How to Message Your Provider Through the Patient Portal.

When to contact your administrator

Contact your administrator when the issue appears to involve access, configuration, unclear workflow ownership, or a request you are not authorized to change. Use this guidance if you are searching for when to contact administrator for requests.

• You cannot see the website-submitted service request area.
• You can see requests but cannot open them.
• You can open requests but cannot update the fields required by your workflow.
• The request status does not change after you complete the expected update.
• The decline reason is missing, unclear, or conflicts with your internal process.
• The request appears under the wrong practice, provider, or location.
• You believe your permissions for reviewing service requests are incorrect.
• You are unsure whether changing the request could affect scheduling, records, or patient communication.

When contacting your administrator, include the request date, general request type, current status, and the step where you are blocked. Do not include unnecessary patient information in messages or screenshots.

Still Need Help?

If you still cannot review, update, or confirm a website-submitted service request, contact Medximity support through your normal support channel. Include the practice name, general workflow area, status you see, and step you were trying to complete. Do not send passwords, credentials, or unnecessary patient details.