Scheduler FAQs

General Scheduler FAQs

• Kipu Staff are responsible for enabling the Kipu Scheduler. Please reach out to your Kipu Success Manager to get started with the feature.
• Once the Scheduler has been enabled, the current Calendar will be hidden along with the related appointment settings. Enabling the Scheduler is not reversible.
• Yes. The Appointment Migration setting allows you to migrate your existing calendar appointment types and statuses to the Scheduler. Once the migration is completed, all current and future calendar appointments will be available in the Scheduler.
• Certain firewall configurations prevent users from seeing and accessing the Scheduler after enablement. When Scheduler access is prohibited by the firewall setup, the user will simply see a blank screen when they try to access the Scheduler or Scheduler Settings and the Scheduler Settings section will not show on the Manage Users screen. To resolve, please set the firewalls to accept kipucalendar.com as a trusted site.
• It is not currently possible to import external calendars and export Scheduler appointments. However, if Appointment Communications have been set up, an email can be sent to the Patient and Resource (the user scheduled to run an appointment) with an appointment card that can be saved to an outside calendar.

• The Scheduler has four different views

  

  1. Calendar View can be viewed by day, week, or month.
  2. List View displays all appointments in a columned list, which can be sorted alphabetically by several categories.
  3. Workflow View allows you to view all appointments by workflow and move patients from one status to another.
  4. Resource Day View displays the schedules of all resources so that you can see all their appointments at a glance.

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  There are two scenarios that cause this message to appear:  

  1. You have not completed the required email authorization step. Check your email for a message from [e-mail], click the Register link, then create your new password. Once this is complete you will now login using your email associated with your user credentials and the new password that you just created.
     • If you can’t find the email or the invitation has expired (the link is only valid for 24 hours), please contact your Super Admin to resend the authorization email.  
       • Super Admins: Open Manage Users and locate the user. Click the Send icon next to the Edit button to resend the authorization email.
       • Click Ok.
         
  2. You don't have a Resource Schedule created and assigned to you. Once you’ve been assigned a Resource Schedule (by a Super Admin or other user with the Manage Scheduler Settings permission), you’ll be able to access the Scheduler.  

Scheduler Settings FAQs

• All Scheduler settings can be found under Settings > Scheduler.
• When enabled, there will be default settings for statuses, actions, and appointment types. These can be adjusted to suit your needs.

Scheduler User Management FAQs

• Yes, users can configure their own Resource Schedule from the My Schedule tab of their user profile. Click here for instructions.
• All active users can be set up as a Resource in the Scheduler.
• Check out this article for information on how roles and features related to the scheduler impact access. Resources can only manage their own appointments (appointments where they are a resource), including appointment blocks and overbookings. 

• If the Resource Schedule is not loading and the page keeps freezing, it's likely that one of your users does not have a location assigned in their profile. To do so, a Super Admin or User with Manage Users needs to click on Initials > Manage Users. Locate the user without an assigned location, edit their user profile to select a Location(s), and update.  

  

• Any user with a Resource Schedule can access and schedule appointments for themselves on the Scheduler. A user with the Manage Scheduler permission will be able to create appointments for any user with an active Resource Schedule.

Appointment FAQs

• The first time a user opens the Scheduler, the calendar appears blank by default. To see appointments, select one or more Locations and Providers from the left sidebar. The Scheduler remembers these selections and will display them automatically the next time the user accesses the Scheduler.

  

• Use the Find Availability feature in Scheduler to find appointment availability by location, patient, and/or resource.
• Instead of marking an appointment as billable-as was the workflow in the previous calendar-you can add a billable evaluation to the appointment. Once the evaluation is completed and signed, the appointment can be billed.  
• The Start Meeting button becomes available about 15 minutes before the appointment time.

• To switch an appointment from in-person to telehealth, open the existing appointment and switch on the Telehealth Visit toggle. Click Save. The patient will receive an email with the link to join the meeting and the provider(s) will be able to start the visit 15 minutes before the appointment time.

• The system treats a deleted appointment (or series) as a canceled appointment. If you have an appointment communication template set up to send to clients upon cancellation of an appointment, then the client will receive notification that the appointment (or series) has been cancelled with the related date of the deleted appointment.

• If there is a scheduling conflict for a patient, resource, and/or location, an alert will appear. If your facility has enabled overbooking, and you have the Manage Scheduler Override/Overbooking feature enabled on your user profile, you will be able to overbook the patient. If you do not have this permission or your facility does not allow overbooking, you will be required to update the appointment details.

  If you are overbooking a resource and/or location and you have the Waitlist feature enabled, Super Admins and users with the Manage Schedule permission, will receive a different alert that allows them to override the conflicting appointment.

• Yes, the patient's scheduled appointments will appear in the My Appointments section of the portal. The patient can view their upcoming (and past) appointments and join telehealth sessions directly from the portal.

Group Session FAQS

• To view Group Sessions, click on the Group Sessions icon.

  This displays all Group Session blocks (identified by the Group Session icon). Clicking on the Group Session will open the Scheduled Group Sessions screen.
  

• This error can occur when a Group Session Template is disabled by unchecking the Enabled box. If you frequently change group sessions or need to disable a particular Group Template, please end the occurrences for the patients currently assigned to each Group Session before disabling. See the Drop Group Session section for full instructions.    
• This error occurs when a Group Session template was disabled but the Schedules Template(s) containing the Group Session(s) were not updated to remove the now disabled sessions. Disabling a Group Session does not automatically remove it from the Schedules that it has been added to. Please find and remove these disabled sessions from the Schedules.     
• When the Scheduler was enabled all of the current group session schedules for the clients were automatically migrated to the Scheduler. The group session schedules that are on the client process tabs will now only show as read-only and the ability to end the schedule has been removed. In order to end a group session schedule you will now need to open the client's Schedule from the calendar icon and follow these instructions on dropping group schedules and sessions.
• Yes, any changes made to either Group Session Template occurrences or Schedule Templates will automatically take effect for all active clients that are assigned to those occurrences or schedules. For example, if you change the day or time of an occurrence, it will automatically take effect going forward and change those occurrences on the Scheduler for all clients assigned. The same goes for any additions or removals of occurrences from a Schedule Template. These changes will not impact any of the past occurrences that have already happened.

Scheduler Communication FAQs

• Yes, any Telehealth appointments that are imported will automatically trigger an Appointment Communication to be sent out to all patients. Any previous telehealth links sent from the legacy Calendar will no longer work since the Zoom information is changing, so patients must use the newly sent links to join those sessions. Patients with recurring telehealth appointments will only receive one appointment communication for that series. 

• The Scheduler supports automated reminders via text and/or email. If you would like to turn off this feature and utilize manual notifications, please follow the steps outlined here.

  You can also choose to use a mixture of automated and manual communications by disabling certain communication templates in your Appointment Communications settings or changing the frequency at which messages are sent (e.g., disabling automated appointment reminders but keeping automated appointment reschedule notifications).