Jane University: Front-Desk Staff Training
Pro Tip: We recommend heading over to Jane’s Demo Clinic to practice as you learn! Contact us to request access.
Chapter 2: Working with Appointments
Now that we’re feeling comfortable navigating the schedule and booking appointments, we can learn how to re-book an appointment— in case one of our patients can no longer make it, or changes their mind. There are a couple of ways to manage re-booking appointments. Learn how to quickly re-book appointments using the copy and paste tools, and how to set up appointments that repeat automatically at regular intervals.
QUICK ACTIVITY: Back in the Jane Demo Clinic, Lily Gagnon is hoping to book an additional 60-Minute Massage. Use the “Copy” feature inside the appointment panel to book her in for second massage appointment for the following week.
Appointment cancellations happen for a variety of reasons. If you have an appointment on the schedule that you need to cancel, this can be done right inside the Appointment pane. You can also control how your schedule looks, and if cancelled or deleted appointments are visible on the schedule. Let’s learn how in our next video!
QUICK ACTIVITY: A new voicemail has arrived from your patient. They are no longer able to make their appointment for tomorrow and will call back at a later date to reschedule. Back at the Jane Demo Clinic, find an appointment on the schedule for tomorrow. Click on the appointment to view the appointment panel. Use the “Cancel/Remove” button to cancel the appointment from the schedule.
Test your skills:
Pro Tip: Jane uses the same system to manage late cancellations as for No Shows. You can add as many different fees as you’d like (say you charge full price, or a flat rate, or a percentage) to use when recording the late cancellation. Learn more about managing Late Cancellations by clicking here.
Using the Wait List:
Managing a practitioner’s wait list in Jane is easy and painless. We have included the wait list feature in Jane’s schedule in a way that is unobtrusive yet easily accessible with a single click when you need it. Watch the video to see Jane’s waitlist in action:
Pro Tip: It’s often handy to add a note to a patient’s wait list request so other staff in the clinic know what’s going on.
Double Book Appointments:
If you’re needing to squeeze in some double bookings on the schedule administratively, you can do so by using the keyboard shortcut “D.” This button allows staff members to double book appointments on the schedule, but will not allow patients to double book online.
Watch how this works in the video below:
Note: You will need to be logged in under a Full Access account to access the Schedule Settings.
QUICK ACTIVITY: View the main schedule at Jane’s Demo Clinic. Click the letter “D” on your keyboard to enter Double Book Mode. Watch all the appointments on the schedule slide over to the left. Click the letter “D” on your keyboard to exit Double Book Mode.
2 Gold stars for you! Let’s see what’s up next, in Chapter 3.