> ## Documentation Index
> Fetch the complete documentation index at: https://docs.decodahealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> Plain-language definitions for the terms you will see in Decoda.

This page defines the terms you'll see throughout Decoda. If something isn't listed here, reach out to support.

***

## Accrual Basis

An accounting view that counts revenue when the service or product is **delivered**, not when payment changes hands. Used for financial statements and anything for your accountant. [More about Cash vs. Accrual →](/guides/cash-vs-accrual)

## Banked Item

A pre-purchased service credit on a patient's account, usually from a package or membership. When the patient comes in, you "redeem" it instead of charging them again. [More about Packages →](/modules/settings/packages)

## Block

A time slot on the calendar marked as unavailable. Use blocks for lunch breaks, meetings, or any time a provider can't see patients. [More about Scheduling →](/modules/scheduling)

## Bookable Resource

A room, piece of equipment, or other physical asset that needs to be reserved when an appointment is scheduled. Assigning bookable resources to services prevents double-booking a room or machine. [More about Services →](/modules/settings/services)

## Booking Fee

A deposit collected when a patient books an appointment online. It secures the slot and can be refunded or applied as a credit toward treatment. [More about Payment Management →](/modules/settings/payment-management)

## Call Routing

The rules that decide who handles an incoming call on a phone number. The system checks closures first, then scheduled AI assistants, then ring groups, and finally the off-hours handler. [More about Call Routing →](/modules/phone-numbers/call-routing)

## Capacity

The maximum number of patients a provider can see at the same time during a shift. If capacity is set to 1, no overlapping appointments are allowed. [More about Scheduling →](/modules/settings/scheduling)

## Cart

A draft order you build for a patient before checking them out. Add items, apply discounts, then convert it to a charge when you're ready to collect payment. [More about Billing →](/modules/billing)

## Cash Basis

An accounting view that counts revenue when **money changes hands**, not when the service is delivered. Used for day-to-day operations and bank reconciliation. [More about Cash vs. Accrual →](/guides/cash-vs-accrual)

## Category

A grouping label for services and products (e.g., "Injectables," "Skincare," "Lab Work"). Categories help you organize your offerings and filter reports. [More about Categories →](/modules/settings/categories)

## Charge

A bill on a patient's account for services, products, or other items. A charge can be outstanding (unpaid), paid, partially paid, on a payment plan, voided, or written off. [More about Billing →](/modules/billing)

## Call Transfer

Moving an active call to someone else — another ring group, a specific staff member, or an external phone number. The caller stays on the line while the transfer connects. [More about Answering Calls →](/modules/phone-numbers/answering-calls)

## Check-In

The process of marking a patient as arrived for their appointment. The Check-In Dashboard shows who's here, who's in progress, and who's ready to check out. [More about Check-In →](/modules/check-in)

## Commission Structure

Rules that determine how much a provider earns on the services or products they sell. You can set flat fees, percentages, or per-item rates. [More about Settings →](/modules/settings)

## Closure

A temporary override that takes a phone number offline during specific times — holidays, emergencies, or recurring off-days. While a closure is active, calls go straight to the off-hours handler, skipping all scheduled assistants and ring groups. [More about Closures →](/modules/phone-numbers/closures)

## Deferred Billing

Delaying the first charge on a membership to a future date. The patient enrolls now but isn't billed until later. [More about Memberships →](/modules/settings/memberships)

## Defined Order

A ring group setting that rings members one at a time in a fixed order you set, always starting from the top of the list. Unlike round-robin, it never rotates — the first member always rings first, and each later member rings only if the one before them doesn't answer. Use it for a set priority, such as ringing the front desk before escalating to a manager. [More about Ring Groups →](/modules/phone-numbers/ring-groups)

## Double Booking

Allowing a provider to have overlapping appointments at the same time. Useful for services where one provider can handle multiple patients simultaneously (e.g., IV drips). [More about Scheduling →](/modules/settings/scheduling)

## DTMF / Keypad

The touch-tone sounds your phone sends when you press number keys during a call. Staff can use the keypad during an active call to navigate automated phone menus (like an insurance company's system). [More about Answering Calls →](/modules/phone-numbers/answering-calls)

## Externally Settle / External Settlement

Marking a charge as paid outside of Decoda. Use this when a patient pays with cash, check, Venmo, or any method not processed through the system. [More about Payment Management →](/modules/settings/payment-management)

## Invoice

An automated request for payment sent to a patient via text or email. Invoices include a link where the patient can pay online. [More about Billing →](/modules/billing)

## Location

A physical clinic, office, or facility where your staff sees patients. Each location has its own address, hours, providers, and calendar. [More about Locations →](/modules/settings/locations)

## Membership

A recurring subscription plan patients enroll in. They're billed automatically (weekly, monthly, etc.) and receive benefits like discounts, credits, or included services. [More about Memberships →](/modules/settings/memberships)

**Common membership statuses:**

| Status         | What it means                                              |
| -------------- | ---------------------------------------------------------- |
| **Active**     | Billing normally, in good standing                         |
| **Frozen**     | Temporarily paused -- not being charged, but not cancelled |
| **Delinquent** | A payment failed and hasn't been resolved yet              |
| **Cancelled**  | The patient ended the membership                           |
| **Expired**    | Reached the end date (for fixed-term memberships)          |

## Merchant Account

The bank account where Decoda deposits the money you collect from patients. You may have one merchant account or several if you route payments differently by location. [More about Payment Management →](/modules/settings/payment-management)

## Failover Assistant

The AI assistant that takes over when no one in a ring group answers an incoming call. Set this on the phone number's detail page so callers aren't left hanging. [More about Ring Groups →](/modules/phone-numbers/ring-groups)

## No Show

When a patient doesn't show up for their appointment and doesn't cancel in advance. You can track no-show rates in the Appointment Dashboard. [More about Appointment Analytics →](/modules/analytics/appointments)

## Off-Hours Handler

The assistant or ring group that answers calls when nothing else is scheduled — nights, weekends, or any time outside your configured hours. Shown as hatched blocks on the weekly timeline. [More about Call Routing →](/modules/phone-numbers/call-routing)

## Note

A clinical record written by a provider about a patient visit. Notes can be created manually or with AI Scribe, and must be signed off before they're finalized. [More about Notes →](/modules/notes)

## Package

A one-time bundle of services and/or products sold at a set price. Unlike memberships, packages are purchased once and redeemed over time until all included items are used. [More about Packages →](/modules/settings/packages)

## Patient Credit

A dollar balance on a patient's account that can be applied toward future charges. Credits are issued by staff and can optionally have an expiration date. [More about Patient Credit Accounting →](/guides/patient-credit-accounting)

## Payment Medium / Settlement Type

The different ways your clinic accepts payment. Built-in types include credit card, cash, and patient credit. You can add custom types like Venmo, Zelle, or HSA Card. [More about Payment Management →](/modules/settings/payment-management)

## Phone Number

A clinic phone line managed in Decoda. Each phone number has its own call handlers (ring groups, AI assistants, closures) and weekly schedule. Find them under Settings → Phone Numbers. [More about Phone Numbers →](/modules/phone-numbers/managing-phone-numbers)

## Payment Plan

A schedule that breaks a charge into smaller installments charged automatically to the patient's card on file over time. [More about Billing →](/modules/billing)

## POS Device

A physical card reader (like a Lane 3000 or Link 2500) that patients tap, insert, or swipe their card on during in-person checkout. [More about POS Devices →](/modules/settings/pos-devices/overview)

## Prep Time

An optional block of time added before an appointment for setup or preparation. Prep time appears on the calendar but is separate from the main appointment duration. [More about Services →](/modules/settings/services)

## Product

A physical item your clinic sells (e.g., skincare products, supplements). Products have inventory tracked through stock levels and purchase orders. [More about Products →](/modules/settings/products)

## Prorated

Adjusted based on how far into the billing cycle a patient starts. For example, if a patient enrolls in a monthly membership halfway through the month, their first payment is half the usual price. [More about Memberships →](/modules/settings/memberships)

## Provider

Any staff member who can see patients and appear on the calendar -- doctors, nurses, aestheticians, therapists, etc. Providers have roles that control what they can access in Decoda. [More about Users & Roles →](/modules/settings/users)

## Quick Note

A short, informal note added to a patient's chart. Unlike full clinical notes, quick notes don't require sign-off and are used for things like phone call summaries or follow-up details. [More about Notes →](/modules/notes)

## Quote / Estimate

A formal price estimate sent to a patient for review before you create a charge. The patient can accept or decline the quote. [More about Billing →](/modules/billing)

## Ring Group

A group of staff members who can answer incoming calls on a phone number. During scheduled hours, calls are distributed based on the selected strategy (simultaneous, round-robin, or defined order). [More about Ring Groups →](/modules/phone-numbers/ring-groups)

## Reminder

An automated text message sent to a patient before their upcoming appointment. Reminders are set up on each service with a customizable timing (e.g., 24 hours before) and message template. The system sends them automatically — no manual action needed. [More about Services →](/modules/settings/services)

## Role

A set of permissions assigned to a staff member that controls what they can see and do in Decoda. Common roles include Owner, Provider, and Front Desk. [More about Users & Roles →](/modules/settings/users)

## Ringtone

The sound that plays in your browser when an incoming call arrives. Each staff member can choose their preferred ringtone (Chime, Pulse, Melody, Ripple, Beacon) or turn it off. [More about Answering Calls →](/modules/phone-numbers/answering-calls)

## Round-Robin

A ring group setting that rotates which staff member rings first. Each time a call is routed to the ring group, the system advances to the next person in the list, so calls are distributed evenly. [More about Ring Groups →](/modules/phone-numbers/ring-groups)

## Rollover

When unused credits or discounts from one billing cycle carry over to the next. For example, if a membership includes 2 facials per month and the patient only uses 1, the unused one rolls to next month. [More about Memberships →](/modules/settings/memberships)

## Rule Set

An automated follow-up sequence for collecting unpaid balances. A rule set defines a series of steps -- like sending a text on day 3, an email on day 7, and charging the card on file on day 14 -- that run automatically after an invoice is created. [More about Billing Rules →](/modules/settings/rules)

## Scribe (AI Scribe)

An AI tool that listens to or reads a provider's notes and generates structured clinical documentation. Providers can review and edit the output before signing off. [More about Notes →](/modules/notes)

## Self-Scheduling

The patient-facing booking page where patients can browse available services, pick a provider and time slot, and book their own appointment online. [More about Scheduling →](/modules/settings/scheduling)

## Service

A treatment or procedure your clinic offers (e.g., "Botox," "Facial," "Consultation"). Services have a price, duration, and can be assigned to specific providers and locations. [More about Services →](/modules/settings/services)

## Shift

A time range when a provider is available to see patients. Shifts appear as highlighted blocks on the calendar and control when appointments can be booked. [More about Scheduling →](/modules/scheduling)

## Short-Notice Block

A setting that prevents patients from booking a service too close to the appointment time. For example, a 2-hour short-notice block means patients can't self-schedule less than 2 hours before the slot. [More about Scheduling →](/modules/settings/scheduling)

## Surcharge

An extra fee added to credit card payments to cover processing costs. Surcharges are calculated automatically and can be disabled for individual patients. [More about Credit Card Surcharging →](/modules/billing)

## Tag

A label you can attach to patients for organizing and filtering (e.g., "VIP," "Allergy - Latex," "Referred by Dr. Smith"). Tags are created in Settings and assigned from the patient's profile. [More about Patients →](/modules/patients)

## Void

Reversing a charge completely. The balance is zeroed out and any associated payments are refunded. Use this when a charge was created by mistake. [More about Billing →](/modules/billing)

## Write-Off

Marking an outstanding charge as uncollectable. The balance is zeroed out and the charge status changes to "Written Off." Use this when you decide not to pursue payment. [More about Billing →](/modules/billing)