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Appointment status rules (Arrived / No-show / etc.) (Associate Handbook)

Clinic rule: Associates mark appointment statuses (Arrived / No-show) in JaneApp.

Purpose

Prevent billing and recordkeeping issues by making status handling consistent.

Rule: who updates appointment statuses?

  • Associates update appointment statuses (Arrived / No-show).
  • Please avoid deleting appointments for no-shows. Only appointments cancelled outside of the 24-hour window should be deleted.

If the client arrives and attends

  • Please mark the appointment as Arrived (per clinic workflow).

If the client no-shows or cancels late

  • Follow: Scheduling (no-shows + late cancellations)
  • Notify admin if billing/admin action is required.
  • Clinic policy: this is governed by the clinic 24-hour cancellation policy. Associates can decide whether to charge or waive within reason and clinic expectations; please notify admin when you waive a fee.

Examples of reasonable fee waivers (not exhaustive)

Examples of reasons you may decide to waive a no-show or late cancellation fee (within reason and clinic expectations):

  • the client is sick and the sickness came on suddenly and they let you know as soon as possible
  • the client is the primary caregiver for a child and the child became sick suddenly, and the client let you know as soon as they could
  • medical emergencies
  • family emergencies

No-shows (how-to in JaneApp)

When a client no-shows, please mark the appointment as a No-show (arrive the client under the no-show option). Jane will give you an option to:

  • charge the client, or
  • not charge the client

Late cancellation where the cancellation fee applies

If a client late cancels and the cancellation policy applies (they are charged for the late cancellation):

  • Please mark the appointment as No-show.
  • Please do not delete the session.

No-show where you waive the fee (extenuating circumstances)

If a client no-shows and you decide to forgive the cancellation policy and not charge the client due to extenuating circumstances:

  • Please mark the appointment as No-show.
  • Please set the charge to $0.
  • Please notify admin of your decision (so billing and tracking stay consistent).