Configure the FrontOffice+ Waitlist Feature

How Waitlist works | Set up Waitlist | Example | Before going live

Waitlist lets FrontOffice+ offer newly available appointments to eligible patients who requested an earlier appointment. FrontOffice+ matches patients by appointment profile, provider, location, and the configured eligibility window, and then contacts eligible patients one at a time until the appointment is accepted or no eligible patients remain.

How Waitlist works

1. The practice sets the custom appointment field Waitlist = Yes on the patient's DrChrono appointment.
2. Another patient cancels or declines their appointment through FrontOffice+.
3. FrontOffice+ checks the Waitlist for eligible patients matching the available appointment:
   • Same appointment profile
   • Same provider
   • Same location
   • Appointment falls within the configured eligibility window
4. FrontOffice+ offers the available appointment to an eligible patient.
5. If the patient declines or doesn't respond within the configured time, FrontOffice+ moves to the next eligible patient.
6. If accepted, FrontOffice+ books the new appointment and updates the original appointment to Rescheduled.
7. If nobody accepts, FrontOffice+ sends a notification email to the practice.

Set up Waitlist

Create the DrChrono Waitlist field

• Create a custom appointment-level field named Waitlist.
• Set the field to Yes when a patient wants to be added to the Waitlist.
• FrontOffice+ recognizes Y or Yes, regardless of capitalization.

Connect the field to FrontOffice+

• Let your implementation specialist know you created the necessary identifier.
• The Nimblr technical team configures the DrChrono custom field identifier (waitlistId) in FrontOffice+.
• This lets FrontOffice+ recognize appointments marked for Waitlist.

Configure Waitlist preferences

• Enable Waitlist: Turn the functionality on.
• Maximum Offers: Maximum number of different appointment offers a patient can receive.
• Waitlist Duration: How long the patient has to accept an offer before FrontOffice+ moves to the next patient.
• Start of the Eligibility Window: Minimum amount of time in advance the patient's existing appointment must be to qualify for Waitlist.
• End of the Eligibility Window: Maximum timeframe FrontOffice+ looks into the future for Waitlist appointments.
• Waitlist over Blocks: Turn this on if FrontOffice+ should also trigger Waitlist offers for appointments that become available over a blocked period.

Example

A patient has an appointment scheduled several weeks from now and is marked Waitlist = Yes.

• Another patient cancels an earlier appointment.
• FrontOffice+ verifies that the appointment profile, provider, and location match.
• FrontOffice+ confirms the waitlisted appointment falls within the configured eligibility window.
• FrontOffice+ offers the earlier appointment to the patient.
• If they don't accept within the configured Waitlist Duration, FrontOffice+ can offer the slot to the next eligible patient.

Before going live

• Confirm the Waitlist custom field exists in DrChrono.
• Confirm Nimblr has configured the waitlistId.
• Configure the eligibility window and offer settings.
• Confirm whether Waitlist over Blocks should be turned on.
• Test the complete flow from cancellation > offer > acceptance > rescheduling.