Learn how to add patients to the waitlist, when the waitlist is triggered, how patients are notified, and what happens after an available appointment is claimed.
Ways to Add Patients to the Waitlist:
There are multiple ways to add a patient to the Wait List depending on the scheduling scenario. This article walks through the three different methods and explains when to use each one, followed by step-by-step instructions.
Option 1: Add a Patient to the Waitlist While Scheduling an Appointment.
Scenario: If a patient schedules an appointment but would prefer an earlier time, you can add them to the Waitlist. Then they will be notified if something sooner becomes available.
Step 1: Go to Schedule.
Step 2: Start creating a new appointment as usual.
Step 3: Click Add to Waitlist box and click Create. The patient is now on the waitlist and will still hold their scheduled spot.
Option 2: Add a Patient Directly to the Waitlist (No Appointment Needed)
Scenario: A patient calls to schedule, but no available appointment times work for them. Instead of scheduling an appointment, staff can add the patient to the waitlist so they can be notified if an opening becomes available.
Step 1: Go to Schedule, then to the Waitlist button at the top right corner.
Step 2: Enter the required details: service, location, and preferred provider (if any).
Step 3: Click Add to Waitlist to save.
Option 3: Link an Appointment to the Waitlist for Rescheduling
Scenario: A patient has an appointment scheduled for next month but calls wanting something sooner. Add them to the waitlist and link their existing appointment. They will be notified if something becomes available that fits their appointment criteria.
Step 1: Go to to the Waitlist button.
Step 2: Click Add Patient.
Step 3: Choose the Patient Name you want to add to the waitlist and click Next.
Step 3: Under Link Existing Appointment, click the dropdown menu and select the appointment you want to link to the waitlist. Then click Add to Waitlist.
What Happens After a Patient Is Added to the Waitlist?
Once a patient has been added to the waitlist, no further action is needed until an appointment is canceled.
When an appointment is canceled from the Schedule, a prompt will automatically appear showing patients on the waitlist whose preferences match the canceled appointment based on your current waitlist configuration. From this prompt, you can choose which patients you would like to notify about the newly available appointment.
Patients are notified according to your messaging settings. Depending on your configuration, notifications can be sent by SMS, email, or both.
After a patient claims the available appointment, any other patients who were notified will automatically receive a follow up message letting them know the appointment is no longer available.
FAQs
Q: Does the waitlist trigger when a patient cancels through the Patient Portal?
A: No. The waitlist is only triggered when an appointment is canceled from the Schedule. If a patient cancels through the Patient Portal, the waitlist will not be triggered.
Q: What happens if a patient attends their original appointment while they're still on the waitlist?
A: If the patient keeps and attends their originally scheduled appointment, you'll need to manually remove them from the waitlist. Completing or checking out the appointment does not automatically remove their waitlist entry.