June 17 , 2020
Hi everyone,
Here again to tell you more about the Virtual Waiting Room.
We’ve made some additional enhancements and even if you’ve read about the Virtual Waiting Room feature, we strongly recommend you review these notes again for a comprehensive understanding of how the feature works.
****Enhanced Virtual Waiting Room****
With social distancing a part of the new norm, we’ve made it easier to communicate with your patients and provide important instructions when they arrive for appointments.
The RecallMax Virtual Waiting Room is a great resource to better communicate with your patients using the power of automated messaging to provide instructions for patients when they arrive at the practice.
Here’s how it works….
1) Enable your Virtual Waiting List Feature.
Contact RecallMax support or better yet, navigate to your RecallMax dashboard and navigate to Message Settings (1) and select the Virtual Waiting Room check box (2).
You’ll notice you’ll need to have your Day of Appointment messages activated for the Virtual Waiting Room feature.
**Helpful Hint**
To learn more about how to review and reactivate patient messaging, click here
2) All patients Today’s Patients List will automatically receive an email and/or text message before their appointment.
In the text message, patients will be asked to reply with “HERE” when they arrive, and remain in their vehicles until you reply and have them enter the practice.
3) When the patient replies with “Here”, you will now see a red dot on the RecallMax Toolbar on the Today’s Patient List alerting you to the fact that there is a new response that has just come in.
You will also see the new Virtual Waiting Room alert window at the bottom of the screen displaying the patient name and a patient icon.
4) At this point, RecallMax will automatically reply to the patient with, ”Thank you for confirming you have arrived. We will notify you when your treatment room is ready.”
5) Click in to the Today’s Patient List, you will see…
1) Arrived flag (patient icon) next to the patient name on the list under the virtual waiting room column.
2) Any patient new to the list (arrived) will be displayed in bold red text (2) and will need to be clicked to update the list and reset the red dot on the Today’s Patient’s list (3)
Also keep in mind that patients on this list with an envelope/clock icon (4) are those due to be messaged so now all that is needed is to call any patients without an icon next to their name. Easy!
**FYI**
In email messages, patients will be asked to call the practice when they arrive. In that phone call, you can give patients further direction about their appointments.
6) Clicking either the Waiting Room Status button on the patient information page (1) or the patient icon next to the patient name on the list (2) will then display the…
Waiting Room Status dialogue box….
The status and time stamp will be automatically updated for patients that responded by SMS messaging.
You can also manually change the status to Arrived (1) when patients call which will also add a time stamp (2). This is great for patients that may have received the Virtual Waiting Room message via email and instructed to call the practice when they arrive.
Here, you’ll also notice the Cleaned Check box (3)…
7) The Cleaned option (1) is a great way for office and clinic staff to communicate regarding the status of treatment rooms using the RecallMax Toolbar.
Once treatment rooms are ready, clinic staff can check the Cleaned checkbox (1) which will notify office staff by placing a time stamp next to the checkbox (2) and placing a green dot on the patient icon (3) in the list (3) and on the patient information page (4) indicating the treatment room is ready.
8) Finally, it’s now time to let the patient know that their treatment room is ready and you are ready for them to enter the practice.
To do this, click the Notify Patient button and patients will receive the following message which will be time stamped. “Hi, your treatment room has been sanitized and is ready. Please come to the entrance and one of our staff will greet you.”
You’ll notice the patient with green dot icon has been changed to a cell phone icon in the list (1) and on the patient information page (2) and a timestamp for the patient notification (3)
These are the indicators that a final message has been sent.
You are now ready for the patient to enter and maintain social distancing measures!
One final note - if a patient responds back to the SMS message with something other than the expected reply of “Here”
or
a patient replies to the message after 1 hour has passed from the time of their appointment,
The system will display a red dot next to the envelope in the Today’s Patients list and on the Messaging icon on the Patient Information.
You can then click in to the Text Chat Responses list, view the history of this exchange and respond to the patient. If it was an error on the patient’s part, you can message the patient from here that you will notify them when it is safe to enter.
Some additional points about the Virtual Waiting Room….
The Virtual Waiting Room is multi-lingual. If the language(s) are chosen for that patient at the practice the language(s) will be visible to the patient.
If the patient takes too long to come in, practice staff can Text Chat or call the patient. The notification function only works once.
The patient Notification function can be used to alert a patient to enter at any point during the day.
The Virtual Waiting Room Pop Up can be customized in each user’s toolbar by navigating to Settings and Support-> Notifications.
As always, contact us for more information on these or any of our other features.
Phone: 1-800-651-8603 ext 1,
email: support@recallmax.com
Live text chat at www.recallmax.com
Stay safe and thanks for using RecallMax!