This article explains how to view your client roster in the Rula provider portal and understand the information that is displayed.
How to View Your Client Roster
- Log in to the Rula provider portal.
- Click the Clients tab on the left menu.
- Your roster will appear, displaying both active and inactive clients.
What Information Appears In Your Client Roster?
My Clients (overview): This section displays two tabs—Active and Inactive—with each tab showing the total number of clients in that category (see image below).
Clients: Listed alphabetically by last name on tiles. Separated into two sections: active clients and inactive clients. Each client tile displays:
- Client’s name
- Date of birth
- Age
Status indicators:
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- New clients: Display a badge if their initial appointment has not yet been completed.
- Existing clients: Show the date of their most recent appointment.
Understanding Active vs. Inactive Clients
Active clients include those who:
- Have a future appointment scheduled (includes pending initial appointments, confirmed initial appointments, and follow-up appointments), OR
- Attended an appointment in the past 90 days, OR
- Canceled an appointment within the past 14 days
Inactive clients include those who:
- Have not had an appointment in the last 90 days AND have no future appointments scheduled, OR
- Scheduled an initial appointment, but the appointment was cancelled, OR
- Provider has completed a discharge note.
Important notes:
- Inactive clients can move back to active status if they book an appointment with you.
- See this article for more information: Managing inactive clients and resuming care
Frequently Asked Questions
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Q: Why does my active client roster patient count not match my current caseload count?
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A: Your Active client roster does not equal your current caseload. Your current caseload is the number of Active clients on your client roster that have a future appointment scheduled with you. For example, if you have 15 clients on your Active client roster, but only 12 of them have a future appointment scheduled with you, then your current caseload is 12 (not 15).
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Q: Do Inactive clients count toward my current caseload?
- A: No. Only Active clients with future appointments scheduled are counted toward your current caseload. Therefore, if you complete a discharge note for a client that is already an "Inactive" client, you will not free up additional new client capacity.
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Q: Do Inactive clients ever “drop off” my client roster?
- A: No, Inactive clients remain on your roster forever unless they become Active again, in which case they would move to your Active client roster.
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Q: What does the new client badge mean?
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A: It indicates that the client has scheduled but not yet completed their first appointment.
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Q: How are clients ordered in the roster?
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A: Client tiles are listed alphabetically by last name.
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Q: I completed a Discharge Note for a client, but they’re still showing as Active.
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A: Clients only move to the Inactive roster if the Discharge Note matches the service type of their initial appointment. If the note is submitted for a different service (e.g., initial appointment was Couples Therapy but the note is for Family Therapy), the client will remain Active. To correct this, submit a new Discharge Note for the correct service.
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