Let’s review how to set up Self-Rescheduling within Artera. 

Enabling Rescheduling as an Appointment Status

To offer "Reschedule" as an appointment status in Artera, you must enable it at the Default or Practice-level. Use the Practice-level setting if you only want this option available for the Practice you are navigated to; otherwise, use the Default-level to apply it across the Enterprise.

1. Navigate to Settings > Practice Settings > Patient Appointment Status Options OR Settings > Default Settings > Patient Appointment Status Options.
2. Ensure that "Confirm Appointment", "Cancel Appointment", and  "Reschedule Appointment" are selected for the setting.
   
3. If you are using the {eventConfirmText} Smart Phrase in Triggers, update the language for the Customize {eventConfirmText} Smart Phrase Text setting to include "R" for reschedule. We recommend making this update the night prior to going live with Self-Rescheduling. 
   • NOTE: Customizing this Smart Phrase at the Practice-level overrides the Enterprise customization of this Smart Phrase. If this Smart Phrase is not customized for the Practice, the Practice will use the language set for the Smart Phrase at the Enterprise-level. Click here to learn more.
     
     

Default Settings

Next, the Allow Patients to Modify Appointment Status Default Setting must also be enabled. This will cancel the patient's original appointment after it has been rescheduled. 
NOTE: We recommend reviewing this setting with your Customer Success Representative prior to enabling it as doing say may have additional implications based on your Artera-EMR integration.

1.  Navigate to Settings > Default Settings > enable the Allow Patients to Modify Appointment Status setting.
   
2. Select Save in the top-right corner of the page.

Self-Reschedule Enterprise Settings

You can customize the patient-facing verbiage for reschedule messages containing the {eventSelfScheduleAppt} Smart Phrase. Depending on your integration, translations to the Smart Phrase can also be added. 

Note that the specific message a patient receives (one of three variations) depends on your system configuration and the patient's portal enrollment status. Patients will be presented with one of three messages as described here.

1. To customize these messages, navigate to the Enterprise Settings menu > Self-Reschedule.
   
2. In the Reschedule with Artera Message field, enter your custom message to be displayed for patients who receive this message via the {eventSelfScheduleAppt} Smart Phrase. Be sure to include the {eventSelfScheduleLink} Smart Phrase at the end of this message and select Save.
   
3. Scroll to the Portal Smart Link Message field. Enter in your custom verbiage to be displayed for patients who receive this message via the {eventSelfScheduleAppt} Smart Phrase. Be sure to include the {eventSelfScheduleLink} Smart Phrase at the end of this message and select Save.
   
4. Scroll to the Portal Generic Link Message field. Enter in your custom message to be displayed for patients who receive this message via the {eventSelfScheduleAppt} Smart Phrase. Be sure to include the {eventSelfScheduleLink} Smart Phrase at the end of this message and select Save.
   

Additionally, the Reschedule with Artera workflow also lets you customize the confirmation message patients see after successfully rescheduling, as well as the error message they receive if a reschedule attempt cannot be completed.

1. To customize these messages, navigate to Reschedule with Artera Success and Error Message within Practice Settings or in the Self-Reschedule tab within Enterprise Settings. 
NOTE: Messages customized at the Enterprise-level will apply across the entire Enterprise. Messages customized at the Practice-level will only apply to the Practice you are currently in. 

2. Scroll to the Success Message field. Enter the desired verbiage to be displayed for patients who receive this message after successfully rescheduling their appointment through the Self-Schedule workflow and select Save. 

3. Scroll to the Error Message field. Enter in the desired verbiage to be displayed for patients who encounter an error when attempting to reschedule their appointment through the Self-Schedule workflow and select Save. 

Creating Triggers

Let's review how to create the Trigger that will deliver the {eventSelfScheduleAppt} Smart Phrase to the patient in a message. This Smart Phrase contains the Self-Rescheduling link. 

1. From the navigation bar, select Automations > Triggers.
   
2. Select Create New.
3. Name the Trigger (e.g., "Self-Rescheduling Link - Appointment Cancelled/Rescheduled"), set the Trigger Module to Appointment, and choose the Resource that will send the message.
   
4. Choose the Practice(s) that will use this Trigger.
   
5. Next, select the necessary filters to ensure only eligible patients receive this Trigger.
   
   1. If you are supporting language preferences, you can use the + Add Translation link to include a translation. Remember, translations to the {eventSelfScheduleAppt} Smart Phrase must be added at the Default Settings level, as indicated here.  
6. Craft your Trigger message. Rescheduling flows can only be initiated via text. Then, select "No" for Merge Messaging as the {eventSelfScheduleAppt} is not supported by Merged Messaging. 
   1. We recommend a message like the following, with the Smart Phrase at the end: "!!Hi {clientFirstNameProperCase}, we see that you are unable to make your appointment. {eventSelfScheduleAppt}". 
   2. If you are supporting language preferences, you can use the EN button to include a translation. Remember, translations to the {eventSelfScheduleAppt} Smart Phrase must be added at the Default Settings level, as indicated here.  
      
7. Next, configure the Trigger timing. We recommend configuring this as: 0 Minutes After Patient Status Change From Status Confirm, View, Cancel, Reschedule, Unconfirmed To Status Rescheduled, Cancel. .
   1. For TCPA Hours, we recommend selecting Send it Anyway, even if it falls outside of TCPA hours to allow the patient to engage with the self-rescheduling process at their convenience. However, this option should be discussed and approved by your Compliance Team prior to selection.
8. Then, review the Trigger and select Create and Turn On to enable it. To simply save it and not enable it, select Create.
   

Disable Cancellation Confirmation Triggers

If your Reschedule Trigger targets patients who have cancelled or rescheduled, disable any active Cancellation Confirmation Triggers. This ensures patients receive the self-rescheduling link without being overwhelmed by a second confirmation message. 

Recommended Quick Response

In situations where the patient requests to reschedule an upcoming appointment but does not respond with a recognized phrase (R, Reschedule, etc.) to the appointment confirmation message, you may find it helpful to configure a Quick Response that includes the {eventSelfScheduleAppt} Smart Phrase.

To build a new Quick Response:

1. Navigate to Settings > Enterprise Settings > Default QRs. You can also build the Quick Response at the Practice-level if not all Practices will be using the Self-Rescheduling workflows.
2. Select + Add Quick Response.
3. Include a Name and Template text.
   
   1. Example: "Hi {clientFirstNameProperCase}, we understand that you can’t make your appointment. We will cancel it. {eventSelfScheduleAppt}"
4. Select Save Quick Response.

Learn More

• Self-Rescheduling Overview

• Self-Rescheduling: Patient Experience

• Self-Rescheduling FAQ & Reporting