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Alerts & Notifications System Guide

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Getting Started

• Alerts Dashboard - View and manage active alerts
• Notification Settings - Configure what triggers alerts

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Understanding Alerts

• Appointment no-show
• Charge payment failure
• Patient membership renewal today
• High outstanding balance
• Form not completed before appointment

1. An event happens (e.g., appointment cancelled)
2. System checks if alert is configured for that event
3. If yes, alert is created and sent to assigned person
4. Alert appears in dashboard
5. Recipient can view and mark as handled

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Viewing Alerts

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Alerts Dashboard

1. Go to Alerts
2. View list of current alerts with:
   • Alert title/type
   • When it occurred
   • Related patient (if applicable)
   • Status (New, Read, Resolved)
   • Action needed (if any)

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Alert Status

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Sorting & Filtering

1. By Type - Filter by alert type (no-show, payment failure, etc.)
2. By Date - This week, month, custom range
3. By Patient - Search patient name
4. By Status - Show only new, read, or resolved alerts
5. Priority - Show critical alerts first

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Common Alert Types

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Appointment Alerts

• When: Patient doesn’t show for appointment
• Triggered: Appointment time passes without check-in
• Action: Contact patient, consider no-show fee
• Recipient: Appointment owner/provider

• When: Patient cancels appointment
• Triggered: Patient or staff cancels
• Action: Review pattern (repeat canceller?), offer reschedule
• Recipient: Front desk, scheduler

• When: Patient arrives late (e.g., 15+ minutes)
• Triggered: Check-in after scheduled time
• Action: Assess if can still fit in schedule
• Recipient: Provider, front desk

• When: Patient self-books appointment through portal
• Triggered: Booking confirmation sent
• Action: Verify details, confirm with clinic
• Recipient: Scheduler, manager

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Billing Alerts

• When: Credit card payment fails
• Triggered: Card declined or payment processing failed
• Action: Contact patient, try alternate payment, reschedule if needed
• Recipient: Billing staff, patient

• When: Patient balance exceeds threshold
• Triggered: Total owed > configured amount (e.g., $500)
• Action: Contact patient, set up payment plan
• Recipient: Billing staff

• When: Invoice unpaid past due date
• Triggered: At 30 days past due (configurable)
• Action: Send payment reminder, follow up
• Recipient: Billing staff, manager

• When: Charge created above threshold
• Triggered: Charge > configured amount (e.g., $1000)
• Action: Review for accuracy, verify insurance if applicable
• Recipient: Manager, billing

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Patient Alerts

• When: New patient registered in system
• Triggered: Patient record created
• Action: Send welcome email, assign to provider if needed
• Recipient: Manager, front desk

• When: Patient flagged as high-risk
• Triggered: Manually flagged or meets criteria
• Action: Review history, implement special handling
• Recipient: Providers, manager

• When: Duplicate patient records detected
• Triggered: Similar names/phone numbers created
• Action: Merge records if actually same person
• Recipient: Manager, data admin

• When: Patient on conflicting medications
• Triggered: Medication added that conflicts with existing
• Action: Review with provider, alert patient
• Recipient: Provider, pharmacist

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Form & Documentation Alerts

• When: Patient hasn’t completed required form
• Triggered: Appointment approaching without form completion
• Action: Send reminder to patient, collect form
• Recipient: Front desk, appointment owner

• When: Form deadline passed
• Triggered: Form not submitted by appointment time
• Action: Collect form at check-in or delay appointment
• Recipient: Front desk

• When: Consent form not signed
• Triggered: Service scheduled without consent
• Action: Get consent before proceeding
• Recipient: Provider, front desk

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Membership & Package Alerts

• When: Membership renewal date approaching
• Triggered: Within 7 days of renewal (configurable)
• Action: Notify patient of renewal, offer to extend
• Recipient: Patient, billing staff

• When: Package close to expiration date
• Triggered: Within 30 days of expiration (configurable)
• Action: Notify patient, encourage use
• Recipient: Patient, patient’s provider

• When: Patient cancels membership
• Triggered: Cancellation processed
• Action: Understand why, offer retention incentive
• Recipient: Manager, patient’s provider

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Configuring Alerts

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Enabling/Disabling Alerts

1. Go to Settings > Notifications
2. Scroll to alert types
3. For each alert type, toggle Enabled on/off
4. Save changes

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Setting Alert Triggers

1. Click alert type
2. Set Trigger Condition:
   • Event type (e.g., “No-Show”)
   • Timeframe (e.g., “Within 24 hours”)
   • Threshold (e.g., “Balance > $500”)
3. Set Delay (immediately, 1 hour, 1 day)
4. Save

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Assigning Alert Recipients

1. Click alert type
2. Under Recipients, select who receives:
   • Specific person
   • Role (all managers, all providers)
   • Location (all staff at location)
   • Patient (notify them directly)
3. Add multiple recipients for important alerts
4. Save

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Setting Alert Delivery

1. Click alert
2. Select delivery method:
   • In-App - Appears in alerts dashboard only
   • Email - Sent to recipient’s email
   • SMS - Text message (if phone number configured)
   • All - Every method
3. For delays: set time to send (e.g., send at 8am, not 2am)

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Alert Frequency

1. Click alert type
2. Set Frequency Limit:
   • “Only alert once per patient per day”
   • “Only alert if not alerted in last 7 days”
   • “Alert every time”
3. Prevents duplicate alerts

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Managing Alerts

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Viewing Alert Details

1. Click alert in dashboard
2. See full details:
   • What triggered it
   • Related patient/appointment
   • When it occurred
   • Actions taken
   • Messages sent

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Taking Action

1. Read alert details
2. Click Action or Address Alert
3. Choose action:
   • Contact patient
   • Resolve issue
   • Schedule follow-up
   • Mark resolved
4. Save action note

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Marking as Resolved

1. Click alert
2. Click Mark Resolved
3. Add note (optional): “Called patient, rescheduled”
4. Alert archived

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Dismissing Alerts

1. Click alert
2. Click Dismiss
3. Alert hidden but logged
4. View dismissed alerts in filter

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Creating Alert Rules

1. Go to Settings > Alert Rules
2. Click Create Rule
3. Condition: If [event], Then [alert]
4. Example: “If patient no-show > 2 times, then flag for special handling”

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Use Cases

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No-Show Management

1. Alert when patient no-shows
2. Track repeat no-shows in alert history
3. After 3rd no-show → high-risk patient alert
4. Implement requires credit card hold or payment upfront

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Billing Collection

1. Alert when invoice past due (7, 15, 30 days)
2. Alert when payment fails
3. Alert when balance exceeds threshold
4. Escalate overdue to collections

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Patient Safety

1. Alert if medications conflict
2. Alert if consent not obtained
3. Alert if form missing before appointment
4. Alert if red flag in patient history

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Operational Efficiency

1. Alert when appointment has issues (late patient)
2. Alert when forms not completed
3. Alert new patient for welcome
4. Alert staff of self-booked appointments

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Best Practices

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Don’t Alert on Everything

• Critical: Payment failures, no-shows, safety issues
• Important: Membership renewal, outstanding balance
• Nice to have: New patients, self-booked appointments
• Skip: Minor events (patient read message, viewed appointment)

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Assign to Right Person

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Set Appropriate Thresholds

• Too low ($50) → too many alerts
• Too high ($5000) → too late to act
• Right level ($500-1000) → actionable

• Retry too soon → customer frustrated
• Retry too late → patient moves on
• Right timing (3 days) → increases success

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Regular Review

1. Weekly: Review alerts dashboard
2. Monthly: Check if alerts are actually helping
3. Quarterly: Adjust thresholds/recipients based on experience

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Document Your Alerts

Alert: No-Show
Recipients: Scheduler, Manager
Action: Call patient, assess no-show policy
Purpose: Reduce no-shows, understand patterns

Alert: Payment Failure
Recipients: Billing Staff
Action: Contact patient, update card
Purpose: Reduce bad debt, improve collections

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Advanced Alert Features

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Troubleshooting

• Verify alert is enabled in settings
• Check trigger condition matches event
• Check alert recipient is assigned
• Verify delivery method is configured
• May need to refresh page

• Reduce frequency (set daily max instead of every time)
• Raise threshold (only alert for big issues)
• Disable non-critical alerts
• Group similar alerts

• Check recipient assignment
• Verify person’s role has permission to view alert
• Check if location-specific alert is set to right location
• Add correct person as secondary recipient

• Check their role has permission
• Check alert delivery method (maybe email only, not in-app)
• Verify in-app notifications enabled in settings
• Check if they’ve logged in yet

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Related Features

• Notifications - Configure alerts and messages
• Appointments - No-show and appointment alerts
• Billing - Payment and balance alerts
• Patient Records - Patient safety alerts
• Forms - Form completion alerts