Utilize the Reschedule Queue Features

The Reschedule Queue allows users to manage appointments that need to be rescheduled. The Reschedule Queue includes actionable features such as Book, Delete, Edit, Go to Chart, Add an Appointment Note, and Create Updated Memos. It also provides details of the last appointment, upcoming appointments, and treatment codes attached to the appointment. The features include enhanced tools for organizing patient appointments in the queue and improved tracking of canceled appointments.

Topics Covered

• Reschedule an Appointment
• Access Points of Reschedule Queue
• Actionable Features on Reschedule Queue
• Utilize Template to Send Text/Email
• Enable Permissions to Clear Queue

Let's get started.

Reschedule an Appointment

Explore this video for an in-depth walkthrough.

To reschedule an appointment:

• On the intended appointment, change the status of the appointment to Cancelled. This will open a modal.

 On the Missed Appointment modal, 

• Under the Appointments Details sections you can view the count for:
  • Previous Cancellation by Patient
  • Previous Cancellation by Practice
  • Previous No Shows
  • Previous Reschedules 

• To reschedule right away, click Reschedule Now which will take you to the scheduler to book another time slot.
• To find a new time, click Find New Time. This will open the Find Slot slide-out panel. Click here to learn more.
• To add the appointment to the Reschedule Queue, click Add to Reschedule Queue.
• To cancel and remove the appointment from the scheduler, click Cancel & Remove Appt.(Appointment).

Access Reschedule Queue

• To access the Reschedule Queue, navigate to Lists > select Reschedule Queue.

• Alternatively, users can quickly access the Reschedule lists from the Appointment window under Find A Patient from Scheduling Lists > Click Open next to the Reschedule Queue option.

Actionable Features on Reschedule Queue

Watch this video for a comprehensive walkthrough.

Once you have rescheduled an appointment, it will be listed on the Scheduling List of the rescheduling queue. Here, you can take action for rescheduled appointments which are as explained below.

• Filter appointments in the Reschedule Queue by their Status and Reason.
  • This helps users to know if a particular appointment was a cancelled appointment or a No-show.
  • You can also cross-check the Reason which indicates if the appointment was rescheduled by the patient or the practice.

• To book an appointment for a rescheduled item, click Book Appointment on the intended entry. This will take you to the scheduler.

• Filter patients in the Reschedule Queue by their Future Appointment.
  • Checkmark No Future Appt. (Appointment) to view the list of patients with no scheduled future appointments.
  • Checkmark With Future Appt. (Appointment) to view the list of patients with upcoming appointments.
• Click Apply.

• Bulk Text/Email: You can choose a set of patients to send messages in bulk through the Bulk Text or Email feature.

Note: Enabling the message-sending option necessitates a modification to your contracts. For further details, get in touch with CareStack support team at [e-mail].

On the Reschedule Queue, users can make the most of the following capabilities: 

1. View upcoming Future Appointments.
2. Extended view for the patient's Phone number.
3. You can view and edit a Patient Memo.
4. Edit Appointment Notes.
5. Choose Clear Queue to erase all selected entries.
6. Ability to Print after applying the desired filters.
7. Multiselect the desired patients and apply Delete. 
8. Download the Reschedule Queue in CSV or PDF format.
9. Actions under More Options to Find Slot, Go to Chart, Send Text/Email & Delete per patient. Check below to see more information on sending text or email.

Note: If the clear queue permission is not enabled, users will not have access to the option to clear the queue on the Scheduling List for the Reschedule Queue. Click here to learn more.

Note:

• Print functionality reflects the sorting and filtering options applied in the Reschedule Queue.
• By default, the most recently added items appear at the top of the list. To change the order, click the sort icon next to Appt. Date & Time to sort the appointments based on the appointment date and time.

Utilize Template to Send Text/Email

•  Select the required item(s) and click Send Message.
  • Choose if you want to communicate with the patient via Text or Email.

Once you have selected Text or Email to send a message to the patient,

• You can enter the message from scratch. Or,
• Select a saved template from the left.
• To change the name of the template, click on the pencil icon.
• To sort by Alphabetical Order, click the A icon. 
• Click Delete to remove the text or email template. 
• Click Manage Templates to navigate to Practice Settings > Templates. Click here to know more.

• Once done, you can update the existing template or save as a new one.
  • To save the current changes to the existing template, click the Save drop-down and select Save Changes.
  • To save as a new template, select Save as New option.
• Click Send Email or Send Message.

Note: 

1. To view or send patient messages, users must have the relevant permission(s) enabled. To enable this permission, navigate to System Menu > Practice Settings > Administration > Profiles > Manage Permissions > Patient Engagement > Communication, and select View Patient Messages and Send Patient Messages.

2.  To Add, Edit, View or Delete templates, navigate to Manage Permissions > Practice Settings > Template Settings (applies to Email, Memo, Text, Remark).

Enable Permissions to Clear Reschedule Queue

To enable Permissions,

• Navigate to the System Menu > select Practice Settings > Administration > Profiles.

• Click Manage Permissions for the intended profile.

• Select Scheduling .
• Under Lists, select the Ability to Clear Queue.

• On the Confirm Action modal that appears, click Yes to proceed.

• A toast notification appears on the top right stating, 'Profile updated successfully'.

Take advantage of this guide to effectively and swiftly handle appointment rescheduling by utilizing the outstanding features of the Reschedule Queue.

Click here to explore the complete list of permissions and their descriptions.