Platform Overview
What GEN Health does, what it does not, and where to start on day one.
GEN Health is your branded telehealth business. You own the brand, the products, the prices, and the website. Your provider network (the licensed doctors who review orders and prescribe) handles the medical side.
This page is for the person setting up a new brand. That is you, the Client Admin. It explains what the platform does, what it does not do, and where to start.
See it before you build it. Explore a full patient storefront and portal in the live demo. You do not need an account.
Before you start
Have these ready:
Your logo file (PNG, at least 512px wide)
Your brand colors, as hex codes (like #1F6F54)
Your product list, with the price for each one
Your business bank account details
A login for your payment processor (Stripe, Authorize.Net, NMI, or Square), or the details to open one
The login for your website host, if you want your own web address
Your provider network contact's email
Who does what: You set up the business: brand, products, prices, and website. Your provider network runs the medical side. GEN Health support links your network to your account. You cannot do that link yourself.
Time: Plan for a few hours of your own work, spread over a few days. If you need to open a new payment processor account, that approval is usually what you wait on longest, and the processor sets that timeline, not GEN Health.
Important — You cannot take money until a payment processor is connected and approved. Already have an approved processor account? You only need to add your API keys, which takes minutes. Need to open a new one? Start that application early, because the processor sets the approval time and telehealth accounts usually get extra review.
What the platform does
You run the whole business from one workspace.
- Sell care and products. Build your catalog (your full list of products and labs). You set the prices, descriptions, and images.
- Collect health info. Attach intake (the health questions and consent forms patients fill in when they buy). This gives the provider what they need to decide.
- Offer visits and labs. You can offer questionnaire visits, live video visits, and lab tests.
- Send prescriptions to a pharmacy. A connected pharmacy fills and ships the medicine.
- Run daily work. Handle patients, orders, messages, refunds, and reports in one place.
- Make it yours. Add your brand and your own web address (your storefront is the page patients shop on).
Your data stays private. Everything is scoped to your business. Your team can never see another business's patients or settings.
What the platform does not do
Knowing the limits keeps your plans correct.
| Limit | What it means |
|---|---|
| No "Add to Cart" | Patients buy one product at a time. There is no shopping cart. Each purchase needs its own intake and provider review. |
| No self-service prescriptions | A provider reviews every order that needs a prescription. Nothing goes straight to the pharmacy. |
| You do not hire the doctors | Your provider network supplies the doctors. You run the business. They make the medical decisions. |
| Prescriptions need a pharmacy connection | You must connect a pharmacy first. Until then, prescriptions cannot ship. |
Where to start
Log in and find your Dashboard
After you log in, you land on your Dashboard. You see a greeting, your patient count under Active patient records, and a Getting Started card. This is your home screen.
Learn the left menu
The menu on the left is how you reach everything. You will use Products, Forms, Integrations, Billing, and Settings the most. Each guide tells you the exact menu item to click.
Sort out your payment processor early
Your payment processor is the company that moves card payments into your bank. If you already have an approved account, you only need to add your API keys. If you need a new account, apply early — the processor sets the approval time, so it is often the step you wait on longest. Open Connect Payments (below) to see how.
Then work the Launch Checklist in order
The steps that take you live are in the Launch Checklist guide. Do them in order. Do not set up at random. While you wait for your network link and processor approval, set up your brand, products, and forms.
Words to know
| Word | What it means |
|---|---|
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
| Storefront | The page patients see when they browse and buy your products. |
| Intake | The health questions and consent forms a patient fills in when they buy. They give the provider what they need to decide. |
| Catalog | All the products and labs you offer, in one list. |
| Payment processor | The company that moves card payments into your bank (Stripe, Authorize.Net, NMI, or Square). |
| Formulary | Your medication menu — the medicines you are allowed to sell, with their prices. |
Common questions
Where do I actually start?
Open the Launch Checklist.
- It lists the go-live steps in order.
- Do the steps one at a time.
- Start your payment processor application on day one, because it is the slowest step.
How long until I can take real payments?
Your own setup takes a few hours. After that, it depends on your payment processor.
- Already have an approved processor account? Add your API keys and you can take payments right away.
- Opening a new account? The processor sets the approval time, so start that application early.
- Set up your brand and products while you wait.
Who sets up my provider network link?
GEN Health support sets up the link. You cannot do this step yourself.
- Send your provider network contact an email if you are unsure it is done.
- Once it is linked, your network's products appear on your Products page.
Why don't I see the Formulary page in my menu?
Your pharmacy connection is not active yet.
- The Formulary page (your medication menu) appears after you connect a pharmacy.
- To check your pharmacy status, open Integrations in the left menu.
Can patients add several items to a cart?
No. Patients buy one product at a time.
- There is no shopping cart.
- Each purchase has its own intake and clinical review.
What if I don't see payment settings on the Billing page?
Your account may run through your provider network's payments instead.
- On some account types, your provider network processes the payments.
- The processor settings are hidden in that case.
- To check which type you have, ask your provider network contact.
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