When a virtual patient checks in late, or the physician needs some other admin support regarding a virtual appointment, it’s up to the physician to determine what the next steps are. The physician should have edited the reason for appointment to instruct staff on what to do.

Below are some examples of instructions and procedures, but physicians may add any request to CHIME so long as the instructions are short and clear.

If the instructions are not clear, staff should clarify with the physician.

If clinic-specific instructions have been provided to you, please reference them instead.

Call Patient - Not Answering Phone

Staff will…

• Try to call the patient two times.

• If they answer, advise that the physician will attempt to contact them again. If it’s a video appointment, ask them to confirm that they’ve joined the physician’s zoom room.

• If they don’t answer, delete the appointment in CHIME. The check in workflow will automatically let them know we’ve attempted to contact them but were unable to reach them and they should rebook.

Ask Patient to Rebook Appointment

Staff will…

• Give the patient a call and let them know they need to rebook as the MD is fully booked today.

• If you can’t reach them, leave a voicemail.

Hi, this is [name] calling from [clinic]. We’re calling to let you know that the physician is fully booked today and can’t see you for an appointment. Please rebook your appointment into any available appointment time, or rebook into an urgent appointment if you need to be seen sooner.

• If there’s no voicemail, send an email.

Hello,

Thank you for checking in for your appointment today. We’re writing to let you know that the physician is fully booked today and can’t see you for an appointment. We’ve attempted to reach you by phone but were unable to get through. Please rebook your appointment into any available appointment time, or rebook into an urgent appointment if you need to be seen sooner.

Best,

Your [clinic] Admin Team

• After contacting the patient, delete the appointment in CHIME.

• Alternatively, if the clinic is too busy to rebook the patient, create a TODAY tickler for remote admin to handle the rebooking. Provide any information that was provided by the MD, such as date/time they would like the patient to be rebooked.

Advise Patient I will Call Within the Next Hour

Staff will…

• Give the patient a call and let them know the physician can call them sometime within the next hour.

• Let them know they should cancel their appointment using the check in workflow linked in their confirmation email if they become unavailable during that time.

• If you can’t reach them, leave a voicemail.

Hi, this is [name] calling from [clinic]. We’re calling to let you know that the physician will contact you within the hour. Please cancel your appointment via remote checkin if you become unavailable before your physician is able to contact you. Thank you!

• If there’s no voicemail, send an email.

Hello,

Thank you for checking in for your appointment today. We’re writing to let you know that the physician will contact you within the next hour. We’ve attempted to reach you by phone but were unable to get through. Please cancel your appointment via remote checkin if you become unavailable before your physician is able to contact you.

Best,

Your [clinic] Admin Team

• Make a note [ Patient contacted ] in the reason for appointment, then move the appointment back into the appropriate physician’s queue.

Reschedule Appointment to [time(s)]

Staff will…

Call the patient, ask if they are available at the new time.

Patient says Yes:

• Tell the patient they will need to check in again 15 minutes before the new appointment time

• If the patient is unsure how long they will be available at the requested time, advise them that they can check out using the workflow if they unexpectedly become unavailable.

• Delete the appointment in CHIME

• Move the appointment to the new time in your EMR by changing the appointment start time.

Patient says No:

• Ask the patient to rebook into any available appointment time at their convenience. If the MD has further direction, they will contact the patient by email.

• Message the MD:

FIRST NAME, LAST INITIAL isn’t available at TIME so we have asked the patient to rebook into any available appointment time. If you need to see the patient sooner, please follow the patient recall workflow.

• Delete the appointment in CHIME

Can’t reach patient

• Leave a voicemail for the patient.

Hi, this is [name] calling from [clinic]. We’re calling to let you know that today’s appointment needs to be rescheduled. Your physician has set aside [TIME] today and we have rescheduled your appointment accordingly. If you are available, please check-in for this appointment via the remote check in link you received in your initial appointment confirmation email. If you are not available, please cancel your appointment and rebook at your convenience - thank you!

• If there’s no voicemail option, email the patient.

Hello,

Thank you for checking in for your appointment today. We’re writing to let you know that your appointment has been rescheduled to [TIME]. We’ve attempted to reach you by phone but were unable to get through. Please cancel your appointment if you are not available at the new time.

Best,

Your [clinic] Admin Team

• Reschedule the appointment in your EMR to the time the MD has given. If the MD has given you multiple time options, choose the latest one.

• Delete the appointment in CHIME