Smart Scheduling - New Patient Walkthrough

Table of Contents

New Patient Smart Scheduling Pages

Schedule Your Appointment

The first screen the patient sees after they click on the Smart Scheduling link is a screen asking them whether they are a new or existing patient.

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If the patient is an existing patient, they will receive a screen asking them to contact the practice to schedule an appointment. 

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If the patient is a new patient, they will be taken to the next screen: Choose Your Treatment.

Choose Your Treatment

What brings you to our practice: This lists all the treatments that have been defined by the practice through POP and made available for new patients.  

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Fill in Your Details

This page gathers patient details. It collects the patient’s date of birth and compares it to the defined age for a child (as defined in POP by the practice during initial setup) to determine if guardian information needs to be collected. It also collects contact information to send the patient booking information. 

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If the practice has email verification turned on in the POP settings (Under general settings), the email entered by the patient on this screen will be verified. If the email doesn’t exist the page will display an error message:

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Guardian Information 

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This page collects guardian information.  The email gets verified. The system checks that it is a real email. If it is not, the patient will get a validation error.

NOTE: This screen will only appear for minors.

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Insurance Information

The following will appear if the practice enables Insurance Information input. Otherwise, the section will be skipped, and proceed to the Choose Appointment page.

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The payment selection page will display a new list field; Insurance Name. If Insurance is not required, this field will not mandatory in order to continue.

Once you click or tap on the Insurance Name list, the list of insurances enabled by the practice through POP will be listed: 

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The list separates the insurance names under two headings:

  • Top Insurances: The insurances that have been marked by the practice in POP as “popular”.  This allows the patient to select their insurance faster
  • All Insurances: Includes all insurances defined for the practice including the ones marked as popular. (Popular insurances show up twice in this list; once under Top Insurances and once under All insurances)
  • If the patient notes that their insurance is not listed, a new field will appear to fill in the insurance name as long as the insurance is a PPO.

Selecting an Insurance name will display a new list field; Insurance Type

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Next to the Insurance Type list is a question mark icon, clicking on it will produce the modal popup that contains an explanation of where on your insurance card you should be looking for insurance type.

Generally, dental insurance plans fall under one of the following types: 

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  • PPO (Preferred Provider Organization): This plan allows patients the flexibility to see any doctor. It features a network of providers you can choose from (In-network) but also, most of the time, allows you to choose any doctor out-of-network but offers less coverage than an In-networkdoctor.
  • HMO (Health Maintenance Organization): This plan gives patients certain access to doctors within their network. You are generally appointed to a specific doctor until you choose to change the doctor within the network. Practices make a profit with this plan by being paid a certain amount a month per HMO patient.  They are given a roster of patients every month. If a patient’s name is not part of the HMO roster, the practice will not see them until the HMO adds the patient to the list. Practices generally wait until they get the roster for next month before they see any patient that made the switch, but some will accept new HMO patients mid-month. Practices generally, for financial reasons, don’t want to see too many HMO patients at once and try to space them out. With HMO insurance, there are also typically more restrictions for coverage than other plans, such as allowing only a certain number of visits, tests, or treatments. 
  • DHMO (Deductible HMO): This plan works similarly to an HMO health insurance plan, however, there is a different fee schedule.
  • EPO (Exclusive Provider Organization): This plan will allow patients to select a doctor from an in-network set of potential choices, with an emphasis on affordability in comparison to a PPO. However, choosing a doctor outside the set network may not be covered under this plan, with the trade-off of having lower monthly premiums.

If the Insurance Name selected is government-issued insurance, the insurance type list field will not be displayed.

If a patient selects PPO as an insurance type and the practice has defined that PPO as Out-of-Network, the patient will get the following pop up: 

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It states that they are out of network but that they will still accept the patient but that the fees may differ.

If a patient selects HMO or DHMO as an insurance type, the patient will get the following pop up:  

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It states that they should confirm that they are assigned to the office.  If the patient clicks confirm, they are taken to the next page to fill in their details. If the patient clicks Unsure they are taken to a page that prompts them to call the insurance provider.

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Selecting Insurance as the payment method will give two possible paths for the user to take depending on the settings set by the practice. 

The user must submit the patient's Subscriber Name and Date of Birth, with a checkbox confirming if the patient and the subscriber is the same as the patient. Insurance Name and Insurance Type will carry over from the prior insurance page. The practice may opt to have the patient input their insurance information manually.

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The practice may opt-in to require a specific method of submitting insurance information, either via manual input or photo submission. Group ID and Subscriber ID will finally be required at the end of the manual submission.

If Photo submission is required, the user must submit pictures showing the front and back of the insurance card being submitted. If this process is being done on a mobile phone, the user has the option of taking a new picture or using a picture of the phone's library. If this process is being done on a desktop computer, the user will search for the image via File Explorer. 

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An additional field is available at the bottom of the page where the user can submit an additional insurance card. Clicking the Add Supplementary Insurance option will introduce another set of empty fields for manual submission or front and back photo options. Once completed, the user proceeds to click the Submit Insurance Information button. 

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If the patient is on their phone and clicks the Upload Photo button, the following menu will pop up, allowing the patient to take a photo with their phone or select one from the photo library. 

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When clicked, the file browser window will be displayed. The patient can browse through their files and select an image.

Once an image is selected or taken, it displays in a pop-up window to preview. The patient has the option to retake the picture at that point or click OK.

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On a computer, the RETAKE button would be replaced with SELECT IMAGE

Once OK is clicked, the image is printed below the insurance fields. 

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Clicking on the Submit Insurance Information button takes the patient to the Confirm Information page.

Confirm Insurance Information

The Summary Details will include all information related to the upcoming appointment's insurance information.

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Choose Appointment

This is the page where the patient chooses their appointment slot based on provider, date, and time desired. The page initially loads appointment slots for all providers for the first available date:

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The patient can then choose a specific provider from the dropdown list. After choosing a provider, the appointment slots shown are only for that selected provider. 

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The patient is able to View Bio of the provider being selected. The Bio can be adjusted within POP.

Once a slot is selected, the Next button becomes active and will take the patient to the confirmation page.

Confirm Appointment

This page displays all the appointment and patient information for review before the patient confirms the appointment:

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The patient can leave a message for the office by typing into the Anything you'd like us to know? field. This message will be listed in the Appointment Note of your Practice Management Software and display in POP under the Activity tab for Smart Scheduling.

The patient can also toggle on the Notify me if an earlier appointment time becomes available which will also add the appointment to the practice’s ASAP list will give the appointment ASAP status within the Practice Management Software. 

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After clicking on the checkbox, a pop-up will appear asking the user whether there are appointment preferences that can be added for future appointments with the I Have Preferences button.

A new page will appear showing the different appointment preferences that can be adjusted.

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A Daily Availability section will appear. The user can click on the day that best fits their scheduling preferences and choose whether they can appear in the Morning or in the Afternoon. A Select All option is also available to give the user the chance to be available for any opening.

Once completed, a Save preferences for Future appointments checkbox will be available for future appointments.

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A Preferred Date Range section will be available for new patients. The user can select the range of dates they can come in for their upcoming appointment.

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Finally a Have a Provider in Mind? dropdown will be available. Clicking the dropdown will show a list of saved providers found registered to the office. Additional providers may also be added by clicking the + Add An Additional Provider option.

Once completed, a Save preferences for Future appointments checkbox will be available for future appointments.

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Once completed, click on the Submit Scheduling Preferences button. Otherwise, click on I Don't Have a Preference to cancel the schedule preference process.

When the patient clicks the Confirm Selection button, a pop-up window appears asking for a verification code which is sent via text message to the patient’s mobile number. 

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The patient has 3 attempts to enter the verification code correctly. If the patient fails this validation step, they are taken to the Contact Us page. If the patient fails the validation step, the patient forfeits their appointment reservation.

The patient can also choose to resend a new code, at which time they will be prompted to change their Mobile Phone if they need to before sending the new verification text message.

Once the Mobile Phone is verified, the system will attempt to book the appointment. If the booking was successful, the patient will be taken to the Appointment Booked page.

Appointment Booked

After filling in all information and passing through Insurance and/or guardian information pages, the patient gets this final page that displays the appointment information and provides an option to add the appointment to the patient’s calendar.

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Clicking the ADD TO MY CALENDAR button opens up a calendar list. Clicking on the desired type generates the desired file accordingly or takes the patient to their calendar module and posts the appointment information there.

 

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Once the patient gets to this page, they are also sent an email that has their appointment information.

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