Knowledgebase: Patient Communications
Patient Communications Online Scheduler
Posted by Meghan Modreck on 24 Mar 2016 11:08 AM

Patient Communications - Online Scheduler

Patient Communication Interface users have access to the Online Appointment Scheduling feature. Your patients will have the option to either schedule an appointment, or request an appointment, online. All Patient Communication Interface users will receive an URL link that they can provide to their customers, or add it to the practice’s website. Your patients will also have the option to view their appointment, make (or request) a reschedule, and cancel the appointment.

Online Scheduler Settings

When a patient makes an ‘appointment request’ online, you have the option to wait for the request to be confirmed by a staff member before showing in the MVE calendar, or you can have the appointment created automatically. The same options are available for rescheduling the appointment, or cancelling the appointment.

To Modify the Online Scheduler Settings:

  1. Go to File > Setup > Company
  2. Click the System tab and navigate to the Other Settings (on the right)
  3. Scroll down to the ‘Portal’ option
  4. Click the + next to ‘Portal’ to expand the options
  5. Click the + next to Appointments

Type

Wait for Approval

Create Automatically

Cancellation

Staff member would need to approve cancellation before it is removed from the MVE calendar

Appointment is removed from the MVE calendar

Creation by Existing Patients

Staff member would need to approve the appointment request before it is added to the MVE calendar

Appointment is added to the MVE calendar

Creation by New Patients

Staff member would need to approve the new appointment request before it is added to the MVE calendar

Appointment is added to the MVE calendar

Reschedule

Staff member would need to approve the reschedule before it is changed on the MVE calendar

Appointment is rescheduled right away in the MVE calendar

Time in Advance (Days)

Number of days in advance the patient has the option to book online

 

NOTE: If you have changed a setting to “Create Automatically”, it may still get denied if a staff member is booking the same appointment day/time from the office. In that case, the patient will receive an email that the appointment request was denied and the patient will have to go back to the portal to submit another request.

 

  1. Click the Save icon on the top toolbar once you have made your selections

 

To Map Your Appointment Services to the Online Appointment Module:

  1. Go to File > Inventory > Services
  2. Click to highlight a service with the ‘Appointment’ box checked
  3. Click the Modify button
  4. Under the ‘Appointment’ settings, click the Portal appointment type mapping drop-down
  5. Select the option from the drop-down list that most accurately represents the selected service

NOTE: These are the options that the patient will see when booking an appointment in the Patient Communication Online Scheduler portal. These options can be modified by the Administrator assigned to the Portal. Modifying the options will be outlined within this document. If you do modify the ‘Appointment Reason’ in the Portal, please return to the Services Inventory and repeat the steps listed above.

 

  1. Click the OK button once you have selected the appropriate option
  2. Repeat steps 2 - 4 to link additional appointment options

 

 NOTE: Once a ‘portal appointment type’ is linked to a service, it will display in red in the drop-down, and you will not be able to select it for more than one service.

 

Online Appointment Module Registration

If it is the patient’s first time requesting an appointment online (new or existing), they can click the I want to register link

Once the patient clicks the registration link, they will be taken to the registration page

  1. Patient will enter First & Last Name, Address, Date of Birth, Gender, Email, and Phone Number.
  2. They will also create their Username & Password (and confirmation for both). This will be used going forward if they need to view the appointment request, change the appointment, or cancel the appointment.
  3. Click the Register button
  4. A confirmation message will appear instructing the patient to check their email to complete registration.

Once the patient has created their credentials, they can login to the Online Appointment module

  1. Enter the Username and Password that was created during registration.
  2. Click the Login button
  3. Patient will be taken to the main home screen. On the top toolbar, they will click the Schedule an appointment
  4. If you have a multi-location practice, the patient will first select the location they wish to make the appointment for. (Single location will skip to next step)
  5. Next, the patient will be asked if he/she has ever had an exam at any of the practice locations.
  6. The patient will then select the reason for the visit. The default options will be: Contact Lens Exam (New Wearer), Contact Lens Exam (Wearer), Medical Exam, and Routine Exam/Annual Exam.

NOTE: The question at the top (“has this patient had an eye exam with us…”) will determine how the service is displayed on the MVE calendar. In the screenshot above, the service will display in MVE as “Medical Exam -New Patient”.

 

  1. The next section of the page will ask for Vision insurance/Medical insurance. This is optional for the patient to complete, and will only populate in the Notes field of the appointment. Updating the patient’s profile and verification will be the responsibility of the office staff.
  2. Below the ‘Insurance’ section, the patient can select the preferred Doctor, Date, and Time.

 NOTE: If multiple doctors are linked to the location that was selected, the patient will have a drop down list of doctors to choose from.

 

  1. The patient will click the desired appointment day from the calendar’s Available dates.
  2. Once the day is clicked, a list of available times will display on the right.
  1. Patient will select the desired appointment time.
  2. The last section will confirm the patient’s contact information.

 NOTE: The ‘additional comments’ will be displayed in the Notes field of the appointment, with the insurance information (if provided).

 

  1. If the contact information is accurate, the patient will click the Send the request button
  2. The final screen will be the Summary. It will display the requested doctor, date, and time. It will also show the office address and a map.
  3. The patient will then receive an email that the appointment request has been sent. A separate email will be sent once the appointment is approved.
  4. Once a staff member from the office ‘Approves’ the request in the MVE Calendar, a separate email will be sent stating that the appointment was booked. It will also include a link (See your appointments).
  1. Clicking this link will direct the patient back to the Online Scheduler website, where they can view their appointment information. They will also have the option to Cancel or Reschedule.

NOTE: If the staff member denied the appointment for any reason, the patient will get an email stating that it was denied. They will be provided with a link back to the Online Scheduler to request a different day/time.

 

Modify Appointment for Registered Patients

  1. Click the link within the confirmation email, and login using the Username and Password entered during registration.
  2. Click My Appointments on the top toolbar.
  3. They will have the option to either Reschedule the appointment or Cancel the appointment.

Reschedule an Appointment through Online Scheduler

  1. Click the Reschedule button, next to their appointment.
  2. The patient will be taken back to the Date and Time selection page. They will re-enter the information with the modification they need changed from the original appointment.
  3. The patient will then select the preferred Doctor, Date, and Time.
  1. Once modifications have been made, click the Send Request button
  2. The patient will get a Summary view of their modified appointment request.
  3. The patient will then receive an email that the appointment request has been sent. A separate email will be sent once the appointment is approved.

Cancel an Appointment through Online Scheduler

  1. Click the Cancel button, next to their appointment.
  2. The patient will be prompted to enter a Cancel Reason.
  3. After entering the reason, the patient will click the Cancel button
  4. The patient will receive a confirmation email that the Cancel request has been sent. They will receive another email once the appointment has been cancelled.

 

Online Appointment Module - No Registration

There is an option for the patient to request an appointment without registering. If a patient does not want to register, they can click the Schedule an Appointment link, which will take them directly to the appointment request window.

  1. If you have a multi-location practice, the patient will first select the location they wish to make the appointment for. (Single location will skip to next step)
  2. Next, the patient will be asked if he/she has ever had an exam at any of the practice locations.
  3. The patient will then select the reason for the visit. The default options will be: Contact Lens Exam (New Wearer), Contact Lens Exam (Wearer), Medical Exam, and Routine Exam/Annual Exam.

NOTE:The question at the top (“has this patient had an eye exam with us…”) will determine how the service is displayed on the MVE calendar. In the screenshot above, the service will display in MVE as “Medical Exam -New Patient”.

 

  1. The next section of the page will ask for Vision insurance/Medical insurance. This is optional for the patient to complete and will only populate in the Notes field of the appointment. Updating the patient’s profile and verification will be the responsibility of the office staff.
  2. Below the ‘Insurance’ section, the patient can select the preferred Doctor, Date, and Time.

 NOTE:If multiple doctors are linked to the location that was selected, the patient will have a drop-down list of doctors to choose from.

 

  1. The patient will click the desired appointment day from the calendar’s Available dates.
  2. Once the day is clicked, a list of available times will display on the right.
  3. Patient will select the desired appointment time.
  4. Below the ‘date and time’ selection, the patient will be asked to enter their basic information.
  1. Patient will enter First & Last Name, Last 4 of Social, Date of Birth, Gender, Address, Email, and Phone Number.
  2. Last, they can enter additional comments which will populate in the Notes field of the appointment.
  3. Click the Send Request button
  1. The final screen will be the Summary. It will display the requested doctor, date, and time. It will also show the office address and a map.
  1. The patient will then receive an email that the appointment request has been sent. A separate email will be sent once the appointment is approved.

 

Modify Appointment for Non-Registered Patients

  1. Click the link within the confirmation email.
  2. Patient can login to modify their appointment by entering the Email address they used when requesting the appointment in the Username field, and the last 4 of their SSN in the Password
  3. Click My Appointments on the top toolbar.
  4. They will have the option to either Reschedule the appointment or Cancel the appointment.

Reschedule an Appointment through Online Scheduler

  1. Click the Reschedule button, next to their appointment.
  2. The patient will be taken back to the ‘Date and time’ selection page. They will re-enter the information with the modification they needed changed from the original appointment.
  3. The patient will then select the preferred Doctor, Date, and Time.
  4. Once modifications have been made, click the Send Request button
  5. The patient will get a Summary view of their modified appointment request.
  6. The patient will then receive an email that the appointment request has been sent. A separate email will be sent once the appointment is approved.

Cancel an Appointment through Online Scheduler

  1. Click the Cancel button, next to their appointment.
  2. The patient will be prompt to enter a Cancel Reason.
  3. After entering the reason, the patient will click the Cancel button
  4. The patient will receive a confirmation email that the cancel request has been sent. They will receive another email once the appointment has been cancelled.

 

Administrator Settings within Global Portal

Additional Online Scheduler settings are available within the Global Portal. The Global Portal Administrator will need to login to make changes to these settings. The person that was logged in to MVE when Global Portal was activated is the Administrator and will need to use the same login credentials that are used to login to MVE.

To Access the Global Portal:

  1. Once logged in to MVE, go to Tools > Web Links > Portal (you will be directed to the webpage)
  2. Login using the same Username and Password that you use to login to MVE
  3. Click the Login button
  4. You should be taken to the main page of your portal with a ‘Toolbar’ located on the left side of the screen

To Modify Existing Appointment Reasons:

  1. From the main page, click the Configuration option on the ‘Toolbar’
  2. Select Appointment Reason
  3. A list of the default reasons will appear
  4. To modify an existing appointment reason, click the reason Name
  5. The details of the Appointment Reason will display

Name

Slot Duration (in minutes)

Applies to new patients

Applies to existent patients

Active

What will display to the patient as the reason for the appointment

Value used by the system to calculate the available hours visible to patients when creating an appointment

If selected, this reason will only be visible to new patients

If selected, this reason will only be visible to existing patients

If this is unchecked, this appointment reason will NOT display as an option when the patient requests an appointment

 

  1. Make modifications to the existing Appointment Reason details as needed
  2. Click the Save button when finished

To Add Appointment Reasons:

  1. From the main page, click the Configuration option on the ‘Toolbar’
  2. Select Appointment Reason
  3. A list of the default reasons will appear
  4. Click the New button
  5. Complete the details for the Appointment Reason

Name

Slot Duration (in minutes)

Applies to new patients

Applies to existent patients

Active

What will display as the appointment reason

Value used by the system to calculate the available hours visible to patients when creating an appointment

If selected, this reason will only be visible to new patients

If selected, this reason will only be visible to existing patients

If this is unchecked, this appointment reason will NOT display as an option when the patient requests an appointment

 

  1. Click the Save button when finished
  2. Repeat steps to add any additional Appointment Reasons

 

 NOTE: Once you have added new appointment reasons, you will need to navigate back to the Services Inventory within MVE to link a Service to an Appointment Reason. This can be done in the Services Details window, under the Portal appointment type mapping drop-down. 

 

To Make a Doctor Unavailable for Online Appointments:

This setting is used to make a doctor unavailable for patients to request online appointments. All doctors listed in MVE will default to being available for selection in the Online Scheduler.

  1. From the main page, select the Configuration option on the ‘Toolbar’
  2. Select Doctors
  3. A list of active doctors for your account will display
  4. Click the doctor’s name
  5. When viewing the doctor’s details, tick the Allow online appointments button to make this doctor unavailable when a patient is requesting an appointment online
  6. Click the Save button when finished
  7. Repeat steps for any other doctors that do not want to be visible in the Online Scheduler

 

Click the attachment to view instructions with screenshots. 

 

 



Attachments 
 
 online scheduler.pdf (1.57 MB)
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