This issue is usually the result of the provider's watermarks being incorrectly placed on the provider's schedule, or the provider's schedule does not match the office's hours of operation.
Important: AppointNow does not take into consideration the office's hours of operation; it only looks at the provider's availability and the watermarks.
Troubleshooting:
Users should confirm that the provider's schedule is not set up to go outside of the office's hours of operation.
To find the office's hours of operation, go to Setup>Offices>Office Setup and navigate to the Schedule tab.
To find the provider's schedule, go to Setup>Providers>Provider Setup and navigate to the Schedules tab.
In the example above, Dr. Ababua's schedule has him available until 6 PM on Tuesday. Meanwhile, the office schedule has the office closed at 4 PM on Tuesday.
Since Dr. Ababua's schedule is open until 6 PM and has a watermark, patients will be able to schedule in AppointNow despite the office being closed.
The other possible cause is that the provider's watermarks are overlapping with both available time and unavailable time on the provider's schedule.
Go to Setup>Providers>Provider Setup and navigate to the Watermarks tab for the provider that was selected for the appointment.
If the watermark is only covering part of the schedule that is grayed out due to the provider not having availability (dictated by the provider's schedule entered in the Schedules tab) as shown below, then patients will not be able to book appointments.
If the watermark is covering both available time AND unavailable time as shown below, AppointNow will consider the grayed out time as an available option on AppointNow, even if the office is closed according the office schedule and the provider is unavailable according to their provider schedule.
Best Practices:
-Offices should make sure that the providers' schedules reflect the office's hours of operation
-Offices should make sure that the watermarks on a provider's schedule do not overlap with time that the provider is unavailable
-Offices can check what their AppointNow website shows for available appointments by going to Help>Downloads and Links and clicking on the hyperlinked HERE in the text "To Check AppointNow Web Site, Click Here."