Where can I find a list of my patients in my TotalAssist provider or pharmacy portal account?

The TotalAssist portal does not offer a patient list view. Instead, you can check to ensure your patients are connected to your account in two different ways:

• You can use the ‘Patient Search’ tab to search for any patient. Simply enter their first and last name, date of birth, and Social Security Number (SSN), Alien ID, or TotalAssist Member ID. (Note: You will not be able to look up a PAN legacy patient using their 10-digit PAN ID; you will need to use their SSN or Alien ID to look them up instead. If you’re unable to locate a PAN legacy patient, please see below for more information.)
  
  • If your account is connected to a patient, their information will display beneath the patient search criteria. You should be able to see recent grant applications and details, along with some quick links to view their application, submit claims, and more.
  • If you’re not connected to a patient and they have an existing account in our system, you will have the opportunity to connect them to your account after completing a patient search. You can use our provider portal guide or pharmacy portal guide to learn on how to connect patients to your account.
  • If a patient is not found in our system, you can create a new patient record for them by starting a new TotalAssist application.

• You can also use the ‘Applications’ tab to view a connected patient. Keep in mind that the ‘Applications’ tab only displays the most recent 500 applications. Use the ‘Search and filter’ button to help find the patient you’re looking for.

We require an SSN, Alien ID, or TotalAssist ID to connect a patient to your account to ensure privacy and security of patient data. These are the only completely unique identifiers we have to confirm the correct patient is being connected to the provider or pharmacy account.

Please note that not all patient grant information from the PAN Foundation portal was migrated to the new TotalAssist portal environment. The new portal only includes PAN Foundation grant data for current or recently lapsed grants. This includes patients who enrolled in a grant January 1, 2025, or later. If you have a patient who was enrolled in a PAN legacy grant prior to this date, they will not be in the TotalAssist portal environment, but you can still submit a new application on their behalf. See below for more information.

In addition, PAN legacy portal accounts did not require an SSN or Alien ID. Therefore, if a legacy patient account did not include this information, even when you enter the patient’s information correctly, the system may be unable to locate the record. In this case, please contact us for further assistance.

Yes, you can still submit a new application for a patient who does not exist in the TotalAssist portal environment—if they meet eligibility requirements for the fund, and the fund is open. For more information, please reference our provider portal guide and pharmacy portal guide on how to apply for a TotalAssist grant for your patient.