Scheduling in LiveOps® is available for users with Engagement Online Scheduling enabled. If you're interested in using Engagement Online Scheduling in your practice, CLICK HERE!
LiveOps® makes it easy to add patients to your schedule or accept online appointment requests directly from the operatory blocks.
In this article, you'll learn how to:
Review Your Operatory Schedule and Services
To ensure that your LiveOps® scheduling experience is fully functional, please check that your operatory schedule and break times are current and up-to-date in your practice management software (ie Dentrix, Open Dental, Eaglesoft).
In addition to ensuring that your schedule is correct in your practice management software, please review your practice office hours as they have been set up in Engagement. Learn how to review your office hours here.
In addition to confirming that your operatory schedule and hours are accurate, please review your list of available practice-level services and the appointment durations in your Online Scheduling Settings. When scheduling a new appointment in LiveOps®, you can only schedule services that fit within the selected time period.
Click here to learn more about managing practice-level services in Engagement Online Scheduling.
Schedule or Quick-Fill an Appointment in LiveOps®
If you are unable to access this feature or make changes, you have not been granted permission in your user profile. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below. Click here to learn how to update user permissions.
Click on Schedule, then click LiveOps® from the left side menu in Engagement
Click on the calendar button or use the external arrows to change the date
Operatories shown in green are available for scheduling. To schedule or propose a new appointment, click on the starting time in an available operatory and drag your cursor to the selected end time, then release
After releasing your cursor, click on the Schedule or Propose button (or click on the X in the upper right corner to remove your selection and start over)
If scheduling an appointment
In the scheduling window, choose to schedule an existing patient or create a new patient
Existing patient: use the search bar to locate a patient by name, or click on an online scheduling Action Items list to view a list of available patients
New patient: add all of the new patient's details
Next, select the service type
Next, select the provider or hygienist, then click Schedule
The newly scheduled appointment will now show up as a blue block on the operatory schedule
Note: The appointment block selection in LiveOps® will automatically adjust to the length of the chosen service type (ie, if you originally selected a 1 hour time slot but a new patient appointment is only 40 minutes, the appointment block in LiveOps® will adjust to be 40 minutes long).
Appointments scheduled in LiveOps® are automatically written back to your practice management software.
If using Automated Quick-Fill to propose an appointment
In the proposal window, click on an online scheduling Action Items list to view a list of available patients: ASAP List, Hygiene Past Due, Outstanding Treatment, or Broken Appointments (Note: You can only send a proposal to patients selected from the same list)
Click on the checkbox next to the patient name(s) to choose them, then click the blue Select button
Next, choose a service type and provider
Next, decide the offer method:
First-come, first-served: All selected patients will receive the invite at the same time. The first patient to confirm gets the appointment slot. Other patients will see an expired message if they click on the scheduling link once the slot is filled.
Send in 30-min intervals: Invites will be sent to up to 10 selected patients (in the order in which they were selected) every 30 minutes until one confirms the appointment. Once confirmed, invites will stop, and patients who received the link but didn’t confirm will see it marked as expired.
Choose the delivery channel (text or email)
Add a note (optional) to be sent along to all selected patients (this is additional verbiage that can be used to provide additional context and will be sent to all selected patients)
Click Send Proposal to send
Once sent, the proposed appointment time will be blocked on the schedule so that other patients won't see it shown as available when scheduling an appointment
Once a proposed appointment has been claimed by a patient, all other patients who received a scheduling proposal message will see this message when they click on the link to schedule:
"We are sorry, someone beat you to it! This appointment is no longer available but here are some more you might like!"
When a patient clicks on the Show Other Options button, they'll have the option to choose from other available appointment times for the same appointment type based on your schedule availability, with the details already prefilled.
Confirm or Reject a Requested Appointment in LiveOps®
In addition to confirming appointments from the Inbox in Engagement, you can also confirm requested appointments from the operatory view in LiveOps®.
Click on Schedule, then click LiveOps® from the left side menu in Engagement
Requested appointments show up as gray appointment blocks in the operatory view on the right hand side of the dashboard
To confirm the requested appointment block, click on the thumbs up icon next to the patient's initials
To reject the requested appointment, click on the thumbs down icon next to the patient's initials
The LiveOps® dashboard will refresh and the accepted appointment will now show as a confirmed blue block on the operatory schedule
