Managing Waitlists

This feature allows you to create, edit, manage, and delete providers' waitlists for appointments.

How Waitlists Work in Tendo's Apps

As an admin who manages appointment waitlists for providers, you will need an admin role and permissions. If you need help getting assigned to this role, contact your organization's IT admin, who will arrange with Tendo Customer Engagement for your role assignment, login credentials, and url. Tendo employees who need this role should contact Tendo Support.

Log in. If you are not taken directly to Admin when you log in, navigate to Admin in the dropdown menu at the top of the left main navigation bar.

Click Waitlist on the navigation bar.

You will see a list of existing waitlists. Providers use waitlists to help manage canceled appointments by making those slots available to patients who have scheduled an appointment and have opted into a waitlist in hopes of getting an earlier appointment.

Waitlists are an inter-app system that is part of three Tendo apps:

• Admin - Admins can set up and manage waitlists in this app.
• Patient Care Journey - Once a patient has scheduled an appointment in Tendo's patient-facing app, Patient Care Journey, the patient can choose to opt into a waitlist on the Appointment Details page.
• Provider - In the Provider app, providers can manage patients who are on a waitlist by moving those whose care is urgent to the top of the waitlist, or removing a patient from a waitlist.

Waitlists are created in Admin by appointment type, such as office visits or virtual visits, so a provider may have more than one waitlist. A blue toggle switch in each waitlist row indicates whether the waitlist is currently active.

Click on a waitlist to see details about it in the detail view to the right. This view displays the provider, appointment location, and rules that have been set up for that waitlist. These rules establish configurable parameters around which patients can reschedule appointments and be notified of an open slot.

For example, you can specify the minimum number of days before a patient’s appointment that the patient can claim an earlier open slot. You can specify how many rounds of messages should be sent to patients telling them there is an open slot, whether patients should automatically be sent invites to claim a spot if an appointment is canceled, how many patients will be offered an empty slot, and how many days in advance an open slot can be filled.

Editing a Waitlist

You can edit these parameters on an existing waitlist by clicking on the vertical … button in the top right corner, and selecting Edit.

An Edit Waitlist modal will display on which you can input new numbers for the parameters. When you are done, click Save.

Activating or Deactivating a Waitlist

You can toggle waitlists on and off as needed by clicking on the blue toggle switch either next to a waitlist on the list view, or in the upper right corner of the detail view for a specific waitlist. When a waitlist is deactivated, it will not appear in the Patient Care Journey app as an option for patients to choose.

Adding a Waitlist

To add a new waitlist, click on the + icon at the top of the list view.

A modal will appear on which you can select the provider you want to create a waitlist for. Start typing their name, and then when the name displays, click on it to select it. Click Next.

Select the Location. Click Next.

Select the Appointment Type that the waitlist is for. Click Next.

You will now see the first of two screens of parameters for the waitlist that you can enter numbers for. Add numbers according to the provider’s needs, and click Next.

Now fill out the second screen of parameters and click Add. This will add the waitlist to the existing list.

Deleting a Waitlist

To delete a waitlist, click on the waitlist in the list view so that the waitlist's detail view will appear on the right. Then click on the vertical ... button on the top right of the waitlist's detail view, and click Delete.