Invite the patient to schedule
Patient visits your site or receives a scheduling invitation
Generally, new patients will access your general online scheduling link through your website. Existing patients can also schedule there, or a staff member can send them an invitation to schedule.
If your practice doesn't utilize Engagement online scheduling, jump ahead to see next steps after an appointment has been scheduled.
Here's an example of online scheduling invitation sent to an existing patient:
Patient books an appointment online
When a new patient opens the online scheduling link, they will be required to select and enter in the following information:
First and last name
Birthday
Phone and email address
Primary insurance (this field will show only if the setting was selected when the scheduling link was set up)
Reason for visit
Provider or Next Available Provider
Appointment date and time
When an invitation to schedule is sent from the office to an existing patient, it will auto-fill the patient's contact and insurance information, as well as the appointment type they are scheduling for. The patient will simply need to choose an appointment date and time. Once requested, Engagement will automatically create an appointment in your practice management software.
Patient receives an appointment confirmation email
Once the appointment has been confirmed, the patient will receive an emailed notification. This email will include the date and time of the appointment, as well as a link to fill out any necessary forms.
If the patient would like to add the appointment to their personal calendar, they can click on the attached calendar file to download and save it to their preferred calendar.
Once the appointment has been scheduled
Whether you scheduled the patient directly in your PMS or the patient booked using your online scheduling link, the patient will begin to receive automated appointment messages from Engagement, based on what you have set up in your TouchPoints™ dashboard.
Patient receives automated appointment reminders and confirmation
Depending on your TouchPoints™ settings, a patient may receive multiple appointment reminders before their appointment.
To streamline check-in, Engagement sends digital forms and consent documents to patients before their visit. These documents may include health history, contact information, and any other necessary information your practice needs to have on file. If a patient has any outstanding paperwork that they need to complete, they'll receive a link fill out forms included in the appointment reminder message.
Patient form-fill experience
Patients fill out forms online via the Engagement patient portal or the Modento mobile app. The system saves this information securely, making it accessible to both the patient and your practice. This step reduces paperwork at the clinic and ensures accurate, updated information. See more of the patient form-fill experience.
Day-of appointment
Patient check-in
If your practice has the check-in request TouchPoint enabled, on the day of the patient's appointment, they'll receive an automated check-in request message via the mobile app, text, or email. Depending on your settings, the patient will check-in online, via the mobile app, or at a kiosk.
By simply following the prompts on the kiosk or mobile app, patients can quickly check in and be ready for their appointment. If there are any last-minute forms or updates, they can complete these during check-in.
Patient receives a treatment plan
A patient's visit may include a proposed treatment plan with recommended procedures and associated costs. Financing options may also be offered for larger treatments.
When the patient receives their treatment plan, they will click on on the link in the message and be redirected to the Patient Portal. From the Patient Portal, the patient will enter their initials and click Submit to verify their identity and begin reviewing the prepared treatment plan.
Patients can review and accept (or reject) the treatment plan directly from their phone. Financing options are clearly displayed, and patients can explore monthly payment choices if applicable, helping them manage treatment costs comfortably.
Appointment check out
Patient makes payment or authorizes a payment plan
If there’s a balance remaining after the appointment, send a payment request to the patient via email or text. The payment request message links directly to a secure payment portal where patients will have the ability to make a full or partial payment using their credit card. Patients may also access payment information through the Modento app.
Interested in using Engagement Payments with Clearent at your practice? CLICK HERE to request a demo!
If the patient accepted a treatment plan and would like to enroll in a payment plan to pay for treatment in installments, patients will be directed to authorize the pre-determined payment plan as set up by your practice.
Check out our Engagement Payments resources:
Patient receives a review request
If your practice has the Online Review Request TouchPoint enabled, your patients will receive a review request message after their appointment has ended via text or email. Customize the message delivery timing depending on your preferences:
Send a review request 30 min after an appointment is completed
Send a review request between 6-7pm on the same day as the completed appointment
Once the patient clicks on the review link, they will have the option to select the platform that they would like to submit a public review to (Facebook, Yelp, Google). If you've given patients the opportunity to provide negative feedback, they can click "Tell Us How We Can Improve" to submit private feedback to your team.
