Jane makes it ridiculously simple for patients to book their own appointments online. With a few clicks of their mouse, they can see which time slots are available and add one or more appointments — in real time — to your clinic’s schedule. Patients also have access to a My Account area where they can manage upcoming appointments, complete intake paperwork and view shared documents. In this chapter, we explore the patient experience with Jane.
💡Jane tip: We recommend heading over to Jane’s Demo Clinic to practice as you learn! Contact us to request the password or check out the Facebook community group where the password is posted each week.
✋ Heads up! The lesson after this is all about insurance—and since things work a bit differently in each region, we’ve split it into two. Jump ahead to the one that fits your clinic:
Now back to your regularly scheduled learning. ✨
Booking an appointment online for new patients:
Available on the Practice and Thrive Plans
In order for your patients to book appointments with you online and access their “My Account” page, they will need to set up a username and password. In the video below, we go over the workflow of creating a new account and booking an appointment as a new patient.
Watch how to create an account and book an appointment online:
Helping patients log in:
If the patient already exists in your Jane account, you can send them a Welcome Email. This lets them link their profile and create a username and password.
Just head to the patient’s profile and click the Welcome button on the right:
You can also add a note to the email if you like.
Note 📍: If an existing patient is requesting an update to their username, the clinic will either want to send them another welcome or get in contact with our support team to get this updated.
They will get an email that looks like this (but branded to your clinic) where they can follow the link to set up their account:
Starting fresh with online booking? Consider sending a Mass Welcome Email to all clients. It’s a great way to let them know you’ve moved to a new system — especially if you’ve imported profiles from another platform.
Learn more about the Mass Welcome Email.
💡 Jane Tip: Want to message everyone about a pricing update or practitioner change? Use the Patient List Report to export emails and send a custom message through a tool like Mailchimp.
Practice drill
Let’s try out sending the Welcome Email to an existing patient. This gives them access to set up a username and password for online booking and access to the client portal area.
Instructions:
In the Jane Demo Clinic, head to the Patients tab.
Hop into the patient profile for Lucas Bouchard.
Scroll down to find the Username/Login area.
Use the Welcome button to email the Welcome Email to Lucas.
Impressive!
Troubleshooting client logins
If you’re trying to help a patient who is having trouble logging in to their online booking account, here’s what to check:
Tip #1: View the patient’s profile and check if there is a username on file for them. They will only have a username if they have previously set up an online booking account. They might just need a reminder of their username.
Tip #2: Or, if they’ve forgotten their password, click the “Send Password Reset Email” to send them a link to update their password.
If they do not have a username, click “Send Welcome Email” to send them a link to set up their username and password for the first time.
Duplicate profiles:
Sometimes patients accidentally create a second profile, which means they won’t see their past appointments. If that happens, just search their name, look for a duplicate, and merge the profiles.
My Account Portal
The My Account area is where patients can view and manage appointments, cancel or reschedule, and see any documents or notes their practitioner has shared — like exercise instructions or lab results.
They can access this from your Jane booking site or right after they book a visit.
Learn more about the My Account portal.
Using Jane Payments? Your patients will also see:
An option to add a credit card
A place to pay their balance online
If your clinic allows, the ability to add related profiles
A view of remaining package passes, if applicable
Watch the next video to learn more.
Online intake forms
Jane allows you to create online intake forms! You can create an online intake form for your entire clinic, a specific discipline, certain practitioners, or an appointment type, to be sent out to your patients when:
They book an appointment through online booking
They book an appointment directly with your front-desk staff
You or your staff manually send the intake form
When Jane emails the intake form, it’s actually sending a link to the patient’s portal, where they’ll fill it out securely. No matter how many forms they’ve been assigned, they’ll only get one link in their reminder email.
If a form hasn’t been completed, Jane will keep reminding them in all pre-appointment communications.
When they click “Fill Out Intake Form,” all required forms will load in one place.
It will go a little something like this:
Want to send a form manually? Just go to the patient’s profile and click Email Intake Form. You can also choose Fill Out, which opens the form in-clinic — locking the rest of Jane while the patient completes it.
Practice drill
Let’s practice manually sending an online intake form to a patient.
Instructions:
In the Jane Demo Clinic, head to the Patients tab.
Hop into the patient profile for Jacob Gill.
Scroll down to find the Online Intake Form area on the right.
Use the Email button and select a form from the drop-down menu. Click to email the intake form to Jacob!
Well done!
If you’d like to learn more about using intake forms, we have this great article that gets down to the nitty-gritty:
Intake Forms for a Multi-Disciplinary Practice
💡 Jane Tip: Reduce no-shows by enabling appointment reminders! Jane can automatically send email and SMS reminders before each visit.
You can manage your reminder settings in Settings > Reminders (Full Access users only).
Printed and emailed receipts
Most of us have trouble keeping track of our receipts, and nobody likes waiting around to receive new copies. Enter, invoices by email. This is a patient favourite!
You can print, re-print, or email a receipt any time after a patient has been billed.
For recent transactions, the quickest way to print or email receipts is to click on the appointment in the schedule to show the Appointment panel.
Click on the down arrow button affixed to the right side of the “Pay” button. From the drop-down menu, select print or email the receipt.
💡Jane Tip: Learn how you can add upcoming appointments to the bottom of a patient’s receipt. Click here to see how!
You are so close! Give this quiz a try, then let's make our way to our next lesson on Online Booking.
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