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Virtual Waiting Room

It is possible to utilize several of Sesame's features in order to create the concept of a Virtual Waiting room for your patients as your practice begins to reopen. These features include:

These features can be implemented in order to create the following Virtual Waiting Room workflow.

Prior to appointment:

  1. When the appointment is made, a Courtesy email is sent so that the patient may add the appointment to their calendar, read about Virtual Waiting Room procedures, and fill out any forms if needed.

  2. Appointment Reminder Emails and Texts will be sent to confirm the appointment and again states instructions for Virtual Waiting Room. This will also ask them to notify you if they have any symptoms or have been exposed to COVID-19 to reschedule their appointment. 

    1. We recommend using the 1 hour prior Text Appointment Reminder option to ensure patients remember these steps at the time of their appointment. Click Here for details on updating your reminder schedule.

    2. New patients coming in for their first appointment can get a different type of email Appointment Reminder that includes a link to the Online Health History Forms. This will need to be set up in our Message Mapping service using the procedure codes that your office uses for new patient appointments. Click here for details on setting up Message Mapping.

Time of appointment:

  1. The patient stays in their vehicle (or outside of the office).

  2. The patient texts the office phone number set up for 2-way Texting. Click here for details on using our 2-way Texting system.

    1. If your practice’s phone number is not compatible with our 2-way Texting service, Sesame can assign a 1-800 phone number used solely for texting your patients that can be forwarded to your office phone if a patient calls it.

    2. If your practice has multiple locations on one Ortho/Dental Sesame account, only one phone number can be used for 2-way texting. Your offices will be able to sort incoming texts to view only texts for appointments for their location.

  3. Your office responds to the patient via 2-way texting when the patient may enter the waiting room.

  4. Office staff again asks patients triage questions to ensure they are fit to be seen in the office. 

Post-appointment:

  1. If needed, the office staff can send a Custom email to the patient asking that they make a payment and include a link to Online Bill Pay. Click here for details on sending a Custom Email.

 Example Reminder Templates:

These are very generic examples, and will need to be adjusted by your practice to ensure they are accurate. Please reach out to Member Services at [email protected] or 866-537-8272 if you have any trouble doing so.

Example Courtesy Reminder Template

 

Thank you for scheduling an appointment for [Patient_Name] with [Doctor_Name] on: [Appointment_Weekday], [Appointment_Date] at [Appointment_Time].

Click the link below to add this appointment to your calendar.

If you are a new patient, please click here to fill out your New Patient Paperwork before your appointment.
To ensure the health and safety of our patients and staff, our practice is limiting the number of patients in our office at a given time. Please follow these instructions to check-in when you arrive to your appointment:

1. Please stay in your vehicle or outside the office when you arrive.
2. Text our office at [Phone] to notify us that you have arrived.
3. Our office will text you when it is your turn to enter the waiting room.

Please notify us as soon as possible if you are unable to keep this appointment. If you do not feel well, have a cough or fever, or if you or someone you have been in contact with has recently tested positive for COVID-19, please call our office to reschedule.
We look forward to seeing [Patient_Name]!

Best regards,
[Doctor_Name]

Example Appointment Reminder Template


Click the button above to confirm your appointment.


Dear [Patient_Name],

We look forward to seeing you on [Appointment_Weekday], [Appointment_Date] at [Appointment_Time].

To ensure the health and safety of our patients and staff, our practice is limiting the number of patients in our office at a given time. Please follow these instructions to check-in when you arrive to your appointment:

1. Please stay in your vehicle or outside the office when you arrive.
2. Text our office at [Phone] to notify us that you have arrived.
3. Our office will text you when it is your turn to enter the waiting room.
Please notify us as soon as possible if you are unable to keep this appointment. If you do not feel well, have a cough or fever, or if you or someone you have been in contact with has recently tested positive for COVID-19, please call our office to reschedule.

Best regards,

[Doctor_Name]

Example New Patient Appointment Reminder Template


Click the button above to confirm your appointment.

Dear [Patient_Name],

We look forward to seeing you on [Appointment_Weekday], [Appointment_Date] at [Appointment_Time].

Click here to fill out your New Patient Paperwork. Please bring your insurance card and ID to this appointment.

To ensure the health and safety of our patients and staff, our practice is limiting the number of patients in our office at a given time. Please follow these instructions to check-in when you arrive to your appointment:

1. Please stay in your vehicle or outside the office when you arrive.
2. Text our office at [Phone] to notify us that you have arrived.
3. Our office will text you when it is your turn to enter the waiting room. 

Please notify us as soon as possible if you are unable to keep this appointment. If you do not feel well, have a cough or fever, or if you or someone you have been in contact with has recently tested positive for COVID-19, please call our office to reschedule. 

Best regards,

[Doctor_Name]


Example Text Reminder Template

You will need to contact Member Services in order to update your text reminder template. Feel free to email [email protected] or call us at 866-537-8272.

“Reminder from Dr. Sam Sesame: [Patient first name] has an appt on [day of week] [date] at [time]. Please text [office_number] when you have arrived, and you will receive a text when it is your turn to enter the waiting room. Text C to Confirm STOP to unsubscribe”

Still have questions?

Our Member Services team is available Monday through Friday, from 6:00 AM until 5:00 PM Pacific. You can reach us Toll Free at 866 537-8272 (outside of North America, dial +1 206 458-7700) - or use our Contact Form to send us an email.