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Pilot draftFront Office

Front Office Scheduling

Scheduling rules organised by annual appointments, providers and other appointment processes.

OwnerJess

Version0.7

Effective dateNot assigned

Review triggerWhenever a new process supersedes this guide

Pilot guide: This guide is being published to test the Process Hub layout. Supervisors remain the final authority for exceptions and process changes.

Purpose

Provide front-office staff with clear, consistent scheduling rules and a standard process for documenting approved exceptions.

Standard Scheduling Process

This overview is being reviewed. Until it is finalised, use the detailed rule tables below and obtain supervisor guidance when a situation is unclear.

Needs Review

Approved exceptions must be documented by creating a patient case in Athena.

SCHEDULING RULES

Detailed Scheduling Rules

Choose a category first, then select the exact rule or provider.

ANNUAL RULES

Select an annual appointment type

WCC — Well Child Check

Provider	All providers
Daily Wellness Limit	WCC is included in the combined limit of 2 WCC / MAP / WAP appointments per provider per day.
Private Insurance	One well visit per year. Confirm the patient's plan when timing is unclear.
Partnership HealthPlan	No stated annual limit under the current clinic scheduling process.
Important Scheduling Step	At the initial baby visit, schedule the upcoming wellness appointments to help prevent missed vaccines and visits.
Exceptions / Restrictions	Do not schedule at 11:30 AM or 4:30 PM.

Baby and Child Scheduling Markers

2 days2 weeks29 days2 months 4 months6 months9 months12 months 15 months18 months24 monthsYearly afterward

MAP / WAP

Provider	All providers
Allowed Time	Available annual appointment slots, usually 11:00 AM or 3:00 PM.
Daily Wellness Limit	MAP / WAP is included in the combined limit of 2 WCC / MAP / WAP appointments per provider per day.
Private Insurance	Staff may need to confirm whether the patient may be seen earlier. Most private insurance plans allow an annual visit earlier within the same calendar year.
PHC / Partnership	Patients may be seen earlier under the current clinic scheduling process.
AWE Count	MAP / WAP appointments do not count against the separate limit of 2 Medicare AWE appointments.
Exceptions / Restrictions	Do not schedule at 11:30 AM or 4:30 PM.

AWE — Medicare Annual Wellness Exam

Provider	All providers
Allowed Time	10:00 AM or 2:00 PM only
Duration	1 hour
Limit per Provider	2 per day
Eligibility Rule	Schedule at least one year and one day after the previous AWE.
Unused AWE Slot	If an AWE slot remains unused one week before the appointment date, it may be replaced with a MAP, WAP or WCC appointment.

PROVIDER RULES

Select a provider

Provider-specific pages will be expanded as scheduling instructions are confirmed.

Dr. Fort

Home Visits	May perform home visits.
Allowed Time	5:00 PM only
Approval	Supervisor approval is required and must be documented in an Athena patient case.
Restriction	Do not schedule home visits on Friday.
Additional Rules	Pending confirmation.

Dr. Tatelman

Provider-specific scheduling rules are pending confirmation.

FNP Jeff

Family PACT	FNP Jeff is currently the only provider who provides Family PACT.
Family PACT Location	McCloud only
Family PACT Restriction	Do not schedule Family PACT at Shasta.
Home Visits	May perform home visits at 5:00 PM only with supervisor approval.
Home Visit Restriction	Do not schedule home visits on Friday. Document approval in an Athena patient case.

DNP Sue

Provider-specific scheduling rules are pending confirmation.

DNP Jade

DNP Jade works virtually and is not physically present in the clinic. Her on-site team assists with hands-on needs, and other clinic providers may help when necessary.

Select the Correct Appointment Type

Visit Being Scheduled	Appointment Type
VVV / fully virtual visit	Telehealth 15
WAP / MAP / WCC	Hybrid Telehealth 30
Medicare AWE	Hybrid Medicare Annual 60
Mt. Shasta follow-up or sickness visit	Shasta Hybrid Follow
Dunsmuir follow-up or sickness visit	Dunsmuir Hybrid Follow

Appointment Reason Format

Location / Visit Type	Required Format
Fully virtual	VVV: [reason for appointment]
Dunsmuir in-clinic	DUNS: [reason for appointment]
Mt. Shasta in-clinic	MS: [reason for appointment]

Example: A patient attending Mt. Shasta for a blood-pressure follow-up should be scheduled as Shasta Hybrid Follow with the reason MS: BP follow up.

FNP Laura

Provider-specific scheduling rules are pending confirmation.

FNP Jennifer

Provider-specific scheduling rules are pending confirmation.

Dr. Nielson

Provider-specific scheduling rules are pending confirmation.

Dr. Abadi

Provider-specific scheduling rules are pending confirmation.

Dr. Cooper

Availability and Locations

Day	Location / Availability
Monday	Out of office
Tuesday	Mt. Shasta — all day
Wednesday morning	McCloud
Wednesday afternoon	Dunsmuir
Thursday	Mt. Shasta — all day
Friday	Out of office

Partnership Chiropractic Appointments

Assigned to Our Clinic	Automatically allowed 2 chiropractic visits per month.
Additional Visits Needed	Submit a case to Sabra. Sabra will request a TAR with justification. If approved, schedule only the number of additional visits listed in the TAR.
Not Assigned to Our Clinic	Confirm that an approved ERAF has been received from the patient's assigned primary care provider.
Approved ERAF	Once confirmed, the patient is allowed 2 approved chiropractic visits per month.
No Approved ERAF	Do not schedule until the referral or authorisation requirement is resolved.

Visit Count in the Appointment Reason

Visit	Reason Format
First visit of the month	1/2: [reason for appointment]
Second visit of the month	2/2: [reason for appointment]

Always count previously scheduled and completed visits so the patient does not exceed the approved number.

VA Chiropractic Appointments

Send VA referrals and VA chiropractic scheduling requests to Jess. When a VA patient responds, leave the appointment for Jess to schedule. Jess must obtain final VA authorisation and update billing before the appointment is finalised.

Sara W

Provider-specific scheduling rules are pending confirmation.

Julia

Provider-specific scheduling rules are pending confirmation.

Dr. Staszel

Provider-specific scheduling rules are pending confirmation.

OTHER APPOINTMENT RULES

Select a process

Double Booking

Duration	15 minutes
Permitted Visit Types	Walk-in or Single Problem Focused Follow-Up only
Examples	Blood-pressure follow-up or abnormal-lab follow-up
Approval	Supervisor approval is required.
Documentation	Document the approval in an Athena patient case.
Restriction	Do not use double booking for complex, chronic or multiple-problem visits.

Procedures

Provider	Scheduled provider
Duration	30 minutes
Friday Scheduling	Procedures may be scheduled on Fridays.
Exceptions / Restrictions	Do not schedule at 9:00 AM, 1:00 PM or 4:00 PM.

Evening Virtual Visits

Allowed Time	5:00 PM to 7:00 PM — VVV only
Duration	15 minutes
Appropriate Visits	Acute or single-problem visits
Not Permitted	No annuals, WCCs or chronic-problem visits.
Available Slots	Exactly 4
Reserved Slot	Keep 1 slot available daily for a same-day or walk-in add-on.

New Patient / Transfer of Care

Provider	All providers unless a provider-specific rule states otherwise.
Limit per Provider	2 combined New Patient / Transfer of Care appointments per day
Wellness Count	These appointments do not reduce the daily wellness appointment total.
Exceptions / Restrictions	Exceeding the daily limit requires supervisor approval and documentation in an Athena patient case.

Exceptions and Athena Documentation

Requested Exception	Describe what is being requested and why it falls outside the standard rule.
Approving Supervisor	Record the supervisor's name.
Appointment Details	Include the appointment type, provider, date and time.
Additional Instructions	Document any instructions or conditions provided by the supervisor.

QUICK RESOURCES

Helpful Links

Open frequently used clinic and public program resources in a new tab.

A Athena EMROpen athenaOne / AthenaNet for scheduling, patient cases and clinic workflows.Open Athena → P Partnership HealthPlanProvider resources, manuals, forms, directories and program information.Open Partnership → M Medi-Cal Provider ResourcesOfficial California provider information, enrollment, billing and coverage resources.Open Medi-Cal →

Security reminder: External sites open in a new tab. Use only approved clinic credentials and do not save passwords on shared devices.

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