Patient Appointment Requests
Every patient request deserves a timely response.
Appointment requests submitted through RXNT should be reviewed, routed, and resolved promptly. Timely follow-up improves access to care, supports patient satisfaction, and reduces scheduling delays.
← Return to RXNT CenterWorkflow Purpose
This workflow explains how Front Office staff should manage incoming appointment requests submitted through RXNT. The goal is to ensure requests are reviewed consistently, routed correctly, and resolved within TNC standards.
- Review requests throughout the day.
- Respond within 24 hours.
- Schedule patients using approved scheduling standards.
- Document all outreach attempts.
- Close completed requests promptly.
Critical Standards
Review and resolve appointment requests within one business day.
Document every phone call, voicemail, or portal message.
Use approved provider templates and appointment lengths.
Never leave requests without documentation.
Workflow Overview
Review Queue
Open the RXNT Appointment Request queue.
Contact Patient
Call the patient and verify scheduling needs.
Schedule Visit
Use approved provider templates and visit types.
Document
Record outreach attempts and scheduling notes.
Close Request
Resolve the request and remove it from the queue.
Step-by-Step Workflow
Open and Review the Request Queue
Review the RXNT appointment request queue throughout the business day. Do not allow requests to remain unattended until the end of the day.
- Confirm the patient’s name and contact information.
- Review the requested location, provider, visit reason, and preferred time.
- Check for duplicate requests or an appointment that has already been scheduled.
- Prioritize requests approaching the 24-hour deadline.
Review the Patient Record
Open the patient chart before making contact so you understand the patient’s current status.
- Confirm whether the patient is new or established.
- Review the patient’s assigned provider and clinic location.
- Confirm whether insurance information is already on file.
- Review recent appointments, cancellations, or scheduling notes.
Contact the Patient
Call the patient using the contact information in RXNT and confirm the reason for the requested appointment.
- Verify the patient’s full name and date of birth.
- Clarify the requested service or visit reason.
- Confirm the preferred location and provider.
- Determine whether the concern requires clinical review before scheduling.
- Never provide medical advice unless appropriately licensed and authorized.
Schedule the Correct Appointment
Use approved TNC scheduling standards when selecting the appointment.
- Select the correct provider and clinic location.
- Select the correct visit type.
- Use the approved appointment duration.
- Confirm that the patient has the correct case attached when required.
- Review the appointment date, time, location, and arrival expectations with the patient.
Complete Insurance and Intake Follow-Up
- Confirm current insurance information.
- Verify eligibility when appropriate.
- Request updated insurance cards when needed.
- Send required intake forms immediately after scheduling.
- Explain that forms should be completed before the appointment.
Document the Outcome
Document enough information for another team member to understand exactly what occurred.
- Date and time of outreach.
- Contact method used.
- Whether the patient answered or a voicemail was left.
- Appointment details if scheduled.
- Any patient questions, concerns, or special instructions.
- Any escalation made to clinical staff or leadership.
Resolve the Request
- Confirm the appointment appears correctly on the schedule.
- Confirm documentation is complete.
- Close or resolve the appointment request in RXNT.
- Do not leave completed requests active in the queue.
✅ Best Practices
- Check the queue more than once each day.
- Review the patient chart before calling.
- Repeat the location and appointment time clearly.
- Document immediately after contact.
- Close the request only after all actions are complete.
⚠️ Common Errors
- Allowing a request to remain open beyond 24 hours.
- Scheduling the wrong provider or location.
- Using the wrong visit type or appointment length.
- Failing to document outreach.
- Closing the request before the appointment is confirmed.
- Creating a duplicate appointment.
⬆️ Escalate When
- The request describes urgent or potentially emergent symptoms.
- The correct visit type is unclear.
- The patient requests a service the provider may not perform.
- No appropriate appointment is available.
- Insurance or network status prevents scheduling.
- The patient is upset or requests leadership assistance.
Patient Contact Guidance
When the Patient Answers
“Hello, this is [name] calling from The Neighborhood Clinic regarding the appointment request you submitted. Before we continue, may I verify your full name and date of birth?”
When Leaving a Voicemail
“Hello, this is [name] calling from The Neighborhood Clinic regarding your appointment request. Please return our call at [phone number]. We look forward to assisting you.”