Every appointment in your calendar has a status. Appointment statuses reflect attendance, determine whether an appointment is billable, and affect how information appears in billing and reports.
In this guide, we'll cover:
By default, appointments added to your calendar are set to Show.
If you need to change the status of an appointment:
Clients can cancel upcoming appointments through the Client Portal or via text reminders. Appointments canceled by a client display Client canceled in the calendar flyout.
To replace a canceled appointment, you can quickly offer the appointment's time slot to up to 3 clients. To learn more, see Rescheduling canceled appointments.
Note: Clients can only cancel appointments within your cancellation policy window. Navigate to Settings > Scheduling and inquiries > Calendar to adjust your policy. For more information, see Setting up your practice’s cancelation policy.
This section covers each of the five status types:
Show is the default status assigned to each appointment. Unless changed, an appointment’s status will remain set to Show after taking place.
This status indicates that the client attended and will be billed the fee associated with the appointment. If you have daily invoice creation enabled, an invoice will be created overnight and the appointment total will go towards the client’s balance.
The No show status can be used in the event that a client doesn’t show up for a scheduled appointment.
A No show status is considered billable and will be visible in the client’s Billing page and on statements.
As with canceled appointments, No shows aren’t billable to insurance and won’t be included on superbills or claim forms.
An appointment can be set to Canceled manually or by the client on their end. When the status is set to Canceled, the appointment won’t be treated as a billable event. This means the client won’t be billed for the appointment, nor will it appear on the client’s Billing page. However, it'll show as Canceled in their Overview page.
If an upcoming appointment is set to Canceled, this will also reflect at the top of their profile.
Canceled appointments won’t appear on statements or superbills. If a client cancels their appointment outside of your cancelation window, or if you’d like to bill them for a canceled appointment, set the status to Late canceled.
Appointments canceled outside of your cancelation window can be set to Late canceled. Unlike the Canceled status, the Late canceled status indicates that the client will be billed for the appointment. A Late canceled appointment will be visible as such in the client’s Billing page.
Late canceled appointments will appear on statements. However, because these aren’t considered billable to insurance, late canceled appointments won’t be included on superbills or claims.
If you need to cancel an appointment already scheduled with a client, you can set the status to Clinician canceled.
This status functions similar to Canceled, in that the client won’t be billed for the appointment and it won’t be included on superbills or claims. In addition to being differentiated in the calendar flyout, an appointment will show as Clinician canceled on the client’s Overview page.
Because some statuses are considered billable and others aren't, it’s important to set each status appropriately so that clients are correctly billed.
With automatic invoice creation enabled, appointments set to Show, Late canceled, or No show will have invoices created for them. Once created, the invoice will display the designated appointment status.
Clients will be billed the full service fee if they’re a no show or late cancel. If you’d like to charge the client a different amount, or not charge them at all, you can make an appointment level billing change and set the rate to your desired amount.
Important: If a client’s Billing type is set to Insurance, and they’re only responsible for a portion of the total fee, they’ll become responsible for the full fee if the status is changed to No Show or Late canceled. If the appointment’s status is changed back to Show, the full appointment fee will remain the client’s responsibility, unless you perform an appointment level billing change and set the rate to the desired amount.
To review appointment statuses across clients and date ranges, you can use the Attendance report. For more information, see Understanding your clients and appointments reports.
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