Audience: Physician Schedulers and Block Holders
Releases
I don’t want to release my time when Copient asks me to because I might have more cases to add.
- Copient will only ask you to release time when the prediction algorithm is >90% confident that you won’t use that time. Keep in mind, our algorithm takes past booking patterns into consideration. We know if you always book a week out. But if you’re still worried, you can always do a partial release and leave yourself some time to book a case if you get one.
How should I release the rest of my block time when I have a case in the middle of the block?
- Go ahead and click “Full Release.” We’ll automatically release all your unbooked time so you don’t have to do tricky math to figure out what time to release.
Will my block time get automatically released on the Mandatory Release Date? It shouldn’t. My provider is always booking cases last minute.
- Your block time gets released per the facility’s mandatory release policy. It’s ultimately up to the facility scheduler, but Copient automates that process. If your blocks’ mandatory release window is 7 days, it’s important to get your bookings into the facility before then to ensure you get block utilization credit for those cases.
Copient sent me a Block Alert but I have booked a bunch of cases into that block.
- First, make sure all your bookings are sent to the facility. If the facility hasn’t added them to the schedule, then Copient thinks you have an empty block. If you have sent all your bookings to the facility, remember that we’ll send you a Block Alert when there’s a couple hours of unbooked time left in your block and the prediction algorithm is confident you won’t fill it. Remember, we’re not asking you to release the whole block, just bits and pieces we know you won’t fill.
I see "Vacation Reminders" in my communication preferences. Does that apply to me?
- If a single physician block: Yep! We’ll send those to you at the beginning of every month. It’s just a reminder to release any blocks if your surgeon has upcoming vacation days. Putting vacation in Copient is easy. You just tell us which days they are out, and we’ll release any underlying blocks.
- If a group block: Probably not. Because you have a group block which contains multiple physicians, vacations don’t really apply to you. It’s unlikely that all of your physicians are on vacation at the same time. These apply more to facilities which are blocked by surgeon instead of group.
What happens if I don’t click anything on my Block Alert?
- We’ll just send you another one tomorrow if you haven’t filled it up by then. Remember, if you want to keep your block time, just click “Keep My Block Time,” and you can ask us to not alert you about that block again. Remember, it’s important to click something on that email, whether you keep your block or release some time.
Will I be the only one getting emails from Copient for my physician group?
- You’ll be the only one receiving Block Alerts from Copient, as we like to have a single point of contact who is responsible for releasing time on behalf of the physician group. But everybody can receive Availability Alerts from Copient to request time for their surgeons.
You told me that I’m the Main Point Of Contact for my Physician Group. Can the other schedulers I work with receive Block Alerts too? What if I go on vacation?
- Of course they can! We like to start out by having a single point of contact who is responsible for releasing time on behalf of the group. This ensures you all don’t think the other scheduler is going to release time, and then the time never gets released at all. That being said, having Block Alerts go to multiple people is completely fine as long as you have a system so the time does get released in Copient. Send us their names and email addresses, and we’ll get them signed up!
If I release time in Copient, do I need to tell the facility scheduler about it?
- Nope! We’ll send them a Release Notification that has all the same info on it as the one we send to you.
If I accidentally release the wrong time in Copient can I fix it?
- Don’t worry - it happens! If you release the wrong block or the wrong time, just shoot us a quick chat or email us at help@copienthealth.com and we’ll get it fixed for you.
Requests
Can I request the whole available time slot?
- Sure! There’s no limit on the amount of time you can request. All we ask is that you try to fill your block first before requesting more time, and don’t request time and then not fill it with cases. Otherwise we end up with empty ORs and we know that’s not good. We keep track of Hold Utilization, so if you request time in Copient and then don't use it, you might see some more restrictions on time you can see or request in the future.
What if my patient cancels and I don’t need the Hold anymore?
- No problem! Simply go into your Find Open Time page in Copient, select your physician, find the Hold, click on it, and delete it (with a reason). Both you and facility scheduler will get a “Hold Deleted” notification, so don’t worry about making an extra call to tell them.
I requested 2 hours in Copient but I actually need 3 hours. Can I edit my Hold in Copient?
- You can’t edit a Hold in Copient. You can only delete it. If you need to add more time, go ahead and request another Hold if the time is available. Similarly, the facility scheduling team can edit a hold in Copient, so reach out directly to them if you need to.
What does the Hold expiration date mean?
- As you’d imagine, we don’t want people requesting a bunch of time in Copient and then not filling it. Your hold automatically expires a few days before the date of the procedure. It is your responsibility to fill that held time with cases once it’s confirmed. When your Hold expires, that time will only become available to others if it’s not already full of your cases.
Do I do this process for all of my cases?
- Nope, just for cases outside of your block time. We’re taking the place of that manual back and forth between you and the facility to find and request time.
If I request available time in Copient, can I assume that time will be mine and promise it to a patient?
- When you request time in Copient, that time is hidden from everyone else’s view and no one else can request it until it’s processed by the facility schedulers. However, you have to wait until facility scheduler CONFIRMS your request before you promise it to a patient. You will receive a Hold Confirmation once they do. They usually complete this within minutes, so you won’t have to wait long. Keep in mind, the facility scheduler always has the ability to change the time, duration, and room of your Hold. If they do this, you will get an email letting you know the Hold has been updated.
Access/Settings
How do I log in to Copient?
- Don’t worry - there is no username or password to get into Copient. You access Copient by clicking links or buttons in emails from us. The easiest way to access Copient is to just click any link or button in any old email from Copient to access the system. It’ll take you to the wrong place, but that’s okay. You can navigate to the Find Open Time tab to see available time and the Block Schedule tab to release block time. You can always also click on app.copienthealth.com, enter your email address, and we’ll send you some updated links to use.
I am not looking for additional time very often. Can I get fewer of these emails?
- Certainly! At the bottom of your Availability alerts, click on “Change your communication preferences here.” And change Real-time alerts to Daily alerts. This way, we’ll only update you max once per day. You can also opt out of these Availability emails entirely and access the Find Open Time screen on an ad hoc basis when you need time.
- Additionally, make sure you update your surgeons’ Availability settings and let us know when they are/aren’t available and their minimum case duration. That way, we’ll only send you Availability alerts that meet your criteria.