FAQ: Schedule & Appointments

Webinar: Schedule & Appointments

Overview

The schedule experience provides tools to manage appointments, view provider availability, and maintain accurate calendars across your organization. It includes multiple schedule views, an updated appointment workflow, and configurable controls for appointment status changes, such as rescheduled, canceled, and no-show appointments.

This article answers common questions about using and navigating the Schedule.

• What views are available on the Schedule page?
  Users can switch between the following views depending on their scheduling needs:
  • Agenda
    • Expanded
    • Collapsed
  • Calendar
    • Day
    • Week
    • Month
  • Staff

• How do I apply filters on the Schedule page?
  • The Schedule page filters will actively update the content displayed on Agenda or Calendar view as criteria are selected within each available filter and will be retained when a user navigates to another page or logs out. To clear the selected filter criteria, a user can click the Clear button.

• How do I access recently viewed clients from the Schedule page?
  • Recently viewed clients can be accessed by clicking in the Search Clients field within the application header.

• How do I update my Calendar preferences for the Schedule page?
  • A user can access their Calendar preferences within My Profile > Preferences tab.

• How do I change my default Schedule view?
  • A user can update their default schedule view within the My Profile & Settings > Preferences tab. Users can select from the following options for their default schedule view:
    • Agenda
    • Staff
    • Day
    • Week
    • Month

• What does the Today button do within the Schedule pages?
  • When viewing the Schedule Overview or Availability pages, selecting Today returns the view to the current date based on the selected schedule format.

• Can a new Client be added from the Schedule page?
  • Yes, new Clients can be added directly from the Schedule page by clicking New Client within the primary action button dropdown and within the Appointment modal.

• When scheduling an Appointment, how do I schedule a Multi-Staff Appointment?
  • The Staff field on the Appointment modal allows Users to add one or more Staff members to each appointment; when two or more Staff members are added the Appointment will be designated as multi-staff.

• What is the Organization Cancellation Policy feature and how is it enabled?
  • The Organization Cancellation Policy feature allows you to configure and enforce your organization’s appointment cancellation policies for Late Cancel and No Show Appointments.
  • The Policies tab within the Organization Settings page allows you to enable the Organization Cancellation Policy and configure the following:
    • Late Cancel appointments:
      • Select a Service Type that dictates the fee a client will be charged for a Late Cancel Appointment.
      • Set a Late Cancel timeframe for your Organization; this timeframe can be 12,24, 48, or 72 hours. Any Appointments canceled within the selected timeframe will have the Late Cancel fee applied.
    • No Show appointments:
      • Select a Service Type that dictates the fee a client will be charged for a No Show Appointment.

• How are the Organization Cancellation Policy fees applied to Appointments if the feature is enabled?
  • If Staff Member updates an Appointment’s status manually from the Schedule page to Late Cancel or No Show, the fee configured for each status on the Policies page will be applied to the appointment.
  • If a Client cancels their Appointment via either the Client Portal, Phone reminder, or SMS reminder within the configured Late Cancel Timeframe, the fee configured for the Late Cancel Service Type will be applied to the appointment.

    NOTE: See Organization Cancellation Policies - Overview for more information on configuring cancellation policies.

• Can other Appointment statuses other than Late Cancel and No Show have fees applied?
  • Yes, fees can be applied to Canceled appointments in addition to Late Cancel and No Show.

• Can the Organization Cancellation Policy fees be waived for a specific Appointment?
  • Yes, the fee can be waived for any appointment by clicking the Waive Fee checkbox within the Edit Status modal.

• If I don’t enable the Organization Cancellation Policy, can I still add fees to Canceled, Late Canceled, or No Show Appointments?
  • Yes, any Canceled, Late Canceled, or No Show Appointment can have a fee added from within the Edit Status modal.

• How will a Client be billed when a fee is added to an Appointment?
  • When a Canceled, Late Canceled, or No Show Appointment has a fee added, the fee will be included as an Invoice line item for the Appointment. After the invoice is generated, the client can be billed using the organization’s standard billing workflow.

    NOTE: Invoice line items for Canceled, Late Canceled, and No Show Appointments cannot be added to Claims Awaiting Submission, preventing these fees from being submitted via Claims to Payers.

• When editing an appointment’s status, I can add who initiated the update and the reason; will this data be available on any reports?
  • Yes, the Initiated by and Reason fields display within the Canceled & Rescheduled Appointments and No Show Appointments reports.

• If applied to an appointment, will the Cancel, Late Cancel, and No Show fees appear on the Payroll Data Export and Payroll by Rendering Provider reports?
  • Yes, if applied to appointments, the Cancel Fee, Late Cancel Fee, and No Show Fee will appear on the Payroll Data Export and Payroll by Rending Provider reports and all payout percentages will be applied.

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