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Kareo + PatientPop Experience

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Updated: 06/08/2023 | Views: 2208

The seamless integration between Kareo and PatientPop enables your practice to acquire more patients by streamlining online scheduling, manage patient care with a fully certified EHR, and get paid quickly within a unified, easy to use solution. The bi-directional integration leverages PatientPop’s robust patient acquisition and reputation management tools to support online scheduling directly with Kareo.

Watch the Kareo + PatientPop Experience Overview Video to learn how Kareo and PatientPop provides a unified and easy-to-use solution that enhances your patient experience and office workflow.

Review the FAQs section for answers to the most common Kareo + PatientPop Experience questions.

Configure Settings

For the best patient experience, verify the following settings are properly configured in PatientPop and Kareo before the practice's PatientPop website launches.

PatientPop Settings

  1. Verify the Calendar is configured with the provider's current office hours to display available appointment time slots on the online booking widget.
  2. Verify with the practice's Onboarding Manager that the following settings have been configured for the practice:
    • New Appointment Alerts via Email/Text
    • Insurances
    • Reason for Visit
    • Post-Appointment Feedback Questions
    • Post-Appointment Feedback Request notifications
  3. For Kareo Engage subscribers, verify Forms are disabled in PatientPop to optimize Kareo's Patient Intake workflow. To disable a form:
    1. In the PatientPop Portal, click Patients. The Patients page opens.
    2. Click Forms. The Forms page opens.
    3. Click the pencil icon of an enabled form. The Edit Form page opens.
    4. Click Disable. The Disable Form pop-up window opens.
    5. Click Disable to confirm. The Forms page opens and the form status is now disabled.
    6. Repeat the steps as necessary to disable all enabled forms.
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Kareo Settings

  1. Verify the provider's office hours are configured to help manage available appointments.
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  1. Verify visit reasons are configured with the preferred duration time for the practice's common types of appointments.
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  1. Verify Patient Communications are enabled for all applicable providers and settings for each appointment reminder is configured:
  2. Verify the Surveys card has a red border to indicate the reminder is turned off.
    • If Surveys is not turned off, click the Surveys card. The Patient Survey and Reviews pop-up window opens. Then, click Turn off surveys.
 JCX_PatientComms.png
To optimize the practice's reputation management using PatientPop, verify the following settings in Kareo are turned off.
  1. Verify all applicable Provider Profiles are unpublished.
  2. Verify the practice's online scheduler is disabled.
  3. Verify Online Presence is not enabled.
    • If activated, contact Kareo Support to request Online Presence be disabled.
 JCX_Unpublished.png

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Kareo + PatientPop Appointment Experience

Review the appointment workflow to learn how the Kareo and PatientPop experience streamlines online scheduling for the patient and the practice.

Request Appointment

Review the patient's experience when requesting an appointment through the PatientPop online booking widget on the practice's website.

The patient's experience may vary based on the number of providers and locations for the practice.

  1. The patient opens the practice's website.
  2. Patient clicks Request Appointment or Book Online. The Request Appointment pop-up window opens.
  3. If a practice differentiates between new and existing patients, then "I'm a new patient at this practice" is selected by default. If the patient is an existing patient, click to clear the selection.
  4. The patient can filter appointments by Reason for Visit, Location, or Provider.
    Note: The available Reasons for Visit is configured in PatientPop and does not use Kareo's Visit Reasons.
    • If the provider subscribes to Kareo Telehealth, patients can select Virtual Visit to request a Telehealth appointment.
  5. Patient clicks on the desired appointment time slot. The patient demographics page opens.
 JCX_Appt_RequestApptVirtual.png
  1. Patient enters their First Name, Last Name, Email, Phone number, Date of Birth, and selects their Sex.
  2. Patient reviews the Privacy Policy and Terms of Use. To accept the terms, patient clicks to select the checkbox to agree.
  3. To accept feedback requests via text messages, patient clicks to select the checkbox to agree.
  4. Patient clicks Continue. The insurance page opens.
 JCX_Appt_Demo.png
  1. Patient selects their Insurance and enters applicable details.
  2. If applicable, patient enters Additional Notes.
  3. If the patient is new to the practice, patient can optionally select how they heard about the practice.
  4. Patient clicks Continue when finished. The Appointment Request Submitted page opens and the appointment request is now ready for the front office staff to review in Kareo.
    • The patient receives an email from Kareo indicating the appointment request has been received.
    • If notifications were configured in PatientPop, the practice receives appointment request notifications via email and/or text message.
    • If the patient is new to the practice, a patient record is created in PatientPop and Kareo.
 JCX_Appt_SendRequest.png

Confirm Appointment Request

After the patient requests an appointment through the PatientPop online booking widget, the practice can review and confirm the requested appointment in Kareo.

  1. Log into Kareo, and click Tentative Appointments from the Dashboard. The Appointment Statuses page opens.
    Tip_Icon.png Tip: Press F5 on the keyboard to refresh the Appointment Statuses page to view new incoming appointment requests.
 JCX_Appt_TentativeAppt.png
  1. Click Review. The Confirm Appointment Request pop-up window opens.
  2. Review the request and verify the appointment does not have scheduling conflicts.
    • If there is a conflict, click View Conflict for additional details.
  3. Select the appropriate Visit Reason based on the reason for visit in the Note from Patient field. The Duration updates to the minutes set for the selected visit reason.
    Note: If the patient requested a Virtual Visit, the Appointment Type is set Telehealth.
  4. For Kareo Engage subscribers, send patient intake forms for patients to complete electronically before their visit. Click the Select additional forms drop-down arrow to select which standard forms or custom forms to send.
  5. Click Confirm Appointment when finished. The patient receives appointment reminders from Kareo based on the provider's patient communication configuration.
JCX_Appt_ConfirmAppt.png

Example Patient Reminders

Review examples of email notifications the patient receives after requesting an appointment.

  • The patient receives an email notification when the appointment request has been received.
  • If the appointment is confirmed by the practice, the patient receives an email notification indicating the appointment has been scheduled. The patient will continue to receive appointment reminders from Kareo based on the provider's patient communication configuration.
  • If the appointment is declined by the practice, the patient receives an email notification indicating the appointment could not be scheduled.
 JCX_EmailReminders.png

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PatientPop: Appointments and Availability

While patient appointments are managed in Kareo, the available time slots for the online booking widget must be configured in PatientPop. The provider can update their default availability and time blocks in PatientPop to change the available time slots on the online booking widget. If applicable, the practice can also review all appointments in PatientPop to determine if additional actions are required.

Important Note: The online booking widget will not reflect the provider's office hours or time blocks configured in Kareo. The provider's default availability and applicable time blocks must be set in PatientPop to display appointment times on the online booking widget.

Review Pending Appointments

Confirmed appointment requests are moved to the All Appointments tab. However, the practice can review other pending appointments to determine if additional actions are required.

  1. In the PatientPop Portal, click Appointments. The Action Required Appointments page opens.
  2. All appointment requests from the online booking widget display with the following details:
    • Appointment: Requested date and time, for which provider, at which location, reason for visit, and when the patient initiated the request
    • Patient Type: New or Returning
    • Status: Pending Request
    • Patient Details: Name, email address, and phone number
    • Origin: Displays whether the appointment request originated from the PatientPop online booking widget, Kareo, or other sources
  3. Review the appointment to determine the action required:
    • To confirm the appointment, review the request in Kareo. After the appointment is confirmed in Kareo the appointment is moved to the All Appointments tab in PatientPop with a Booked status.
    • To cancel an appointment, decline the request in Kareo so that the patient receives an appointment cancellation notification. The appointment is moved to the All Appointments tab in PatientPop with a Canceled status.
      Note: Canceled appointments in PatientPop will not be canceled in Kareo and the patient will not receive an appointment canceled notification.
    • To remove an invalid or test appointment, click the trash can icon to delete the appointment.
      Note: Deleted appointments in PatientPop will not be removed in Kareo. If applicable, delete the appointment in Kareo.
 JCX_ReviewAppointment.png

Review All Appointments

The All Appointments tab displays all appointments for the practice.

  1. In the PatientPop Portal, click Appointments. The Action Required Appointments page opens.
  2. Click All Appointments. The All Appointment page opens.
  3. All appointments booked via the PatientPop online booking widget or Kareo Calendar display with the following details:
    • Appointment: Date and time of the appointment, with which provider, at which location, original reason for visit, and when the appointment request was initiated.
    • Patient Type: New or Returning
    • Status: Booked, Canceled, or Pending Request
    • Patient Details: Name, email address, and phone number
    • Origin: Displays whether the appointment request originated from the PatientPop online booking widget, Kareo, or other sources.
 JCX_AllAppointment.png

Provider Availability

Update Calendar Settings when applicable to change the default availability displayed on the online booking widget. 

Note: The online booking widget will not reflect the provider's office hours configured in Kareo. The provider's default availability must be set in PatientPop to display appointment times on the online booking widget. 

  1. In the PatientPop Portal, click Calendar. The Calendar page opens.
  2. Click Calendar Settings. The Calendar Setup page opens.
 JCX_AccessCalendarSettings.png
  1. If applicable, select which provider/location to update from the Calendar drop-down list.
  2. Select the Calendar display settings:
    • Time Slot Duration: The appointment time duration displayed on the online booking widget. 
    • Start Time and End Time: The provider's start and end times for the day.
  3. Configure Your Availability as necessary:
    • Available: Click the toggle off to remove the specific weekday from the online booking widget. Click the toggle on to display the day.
    • Time Slots: Click + Add Slot to enter additional available hours or breaks. To remove a time slot, click the trash icon.
  4. Click Save Settings when finished to update the calendar and the online booking widget.
 JCX_SaveCalendarSettings.png

Time Blocks

Time blocks allow the practice to add or remove availability for a specific time frame without affecting the practice's default office hours. Time blocks must be configured in both Kareo and PatientPop to block the provider's availability on both calendars.

Note: Time blocks scheduled in Kareo will not block the provider's availability on the online booking widget. Time blocks must be set in PatientPop to remove specific time slots from the provider's availability on the online booking widget.

  1. In the PatientPop Portal, click Calendar. The Calendar page opens.
  2. If applicable, select which provider/location to update from the drop-down list.
  3. Click the arrow icons to navigate to a different week.
  4. To block an available time slot from the online booking widget, click on the Available time slot. The time slot is now gray to indicate the slot is blocked. 
    • Repeat this step as necessary to block additional time slots.
  5. To make a blocked time slot available for online booking, click on the Blocked time slot. The time slot is now white to indicate the slot is available. 
    • Repeat this step as necessary to make additional time slots available.
  6. Click Save Settings when finished to update the calendar and the online booking widget.
 JCX_TimeBlock.png

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Reputation Management

When an appointment is finished, post-appointment feedback requests are initiated via PatientPop and sent by text and/or email three hours after the appointment is checked out. Once feedback is submitted, the practice can view whether or not patients have been satisfied with their visit under the Insights tab or view public and private feedback under the Reputation tab.

Feedback submitted by patients through PatientPop can be routed to Google My Business, Vitals, Healthgrades, and/or the practice's respective website. To configure where the patient’s feedback survey is posted, contact your Onboarding Manager.

Complete Patient Visit

Review the practice's workflow in Kareo to complete the patient's visit.

  1. At the time of the appointment, the front office checks in the patient.
  2. During the appointment, clinical assistants and/or providers document the patient visit (Kareo Clinical subscribers only).
  3. After the visit with the patient is complete, the front office changes the status of the appointment to Checked Out to trigger the post-appointment feedback workflow.
 JCX_Appt_CheckOut.png

Post-Appointment Feedback

The patient receives the post-appointment feedback by text message and/or email based on the cadence set during onboarding with PatientPop. To change the practice's feedback cadence or question, contact your Onboarding Manager.

  1. Patient taps the feedback link in their text message. The Share Feedback page opens.
  2. Patient taps Yes or No to respond to the practice's feedback question. The testimonial page opens.
  3. When yes is selected, patient taps the stars to select their rating for the provider and enters their review.
    • When no is selected, patients can enter their feedback to describe their experience.
  4. Patient taps Submit when finished. The practice can review the patient's feedback under the Reputation tab in their PatientPop Portal.
 JCX_Feedback_iPhone.png

Review Reputation Insights

The Insights tab describes the value PatientPop brings to the practice and prompts the practice to take steps that will improve performance over time. Review the Reputation section of the Insights tab to determine whether or not patients have been satisfied with their visit.

  1. In the PatientPop Portal, click Insights. The Insights page opens.
  2. Scroll down to the Reputation section.
  3. Review the Reputation Overview and Patient Survey Sentiment cards to view the practice's reputation performance and an overall view of how patients feel about the practice.
 JCX_Insights.png

Review Feedback

The Reputation tab allows the practice to track and manage their online reputation, including public reviews and private feedback. The practice can also respond to reviews and private feedback.

View Public Reviews

  1. In the PatientPop Portal, click Reputation. The Public Reviews page opens.
  2. View all public reviews submitted by patients.
 JCX_PublicReviews.png

View Private Feedback

  1. In the PatientPop Portal, click Reputation. The Public Reviews page opens.
  2. Click Private Feedback. The Private Feedback page opens.
  3. View all private feedback submitted by patients.
 JCX_PrivateFeedback.png

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Kareo + PatientPop Experience FAQs

Answers to the most common Kareo + Patient Pop Experience questions.

Question Answer
What is the best way to use Kareo and PatientPop with the integration? The best way to optimize the Kareo + PatientPop Experience is to use the PatientPop online booking widget to allow patients to request an appointment online. Then, use Kareo to manage appointment requests and appointment reminders to reduce no shows. After the appointment visit is checked out, post-appointment surveys are sent from PatientPop to benefit your online reputation.
Can I access PatientPop from Kareo? Yes. Review Access PatientPop Portal to learn how to launch your PatientPop practice growth platform directly from Kareo.
Can I access Kareo from PatientPop? Not at this time.
How often does the PatientPop and Kareo calendar sync? Appointments are synced immediately.
How does Kareo or PatientPop check if the patient requesting an appointment is a new or existing patient? PatientPop attempts to match the patient's first name, last name, and date of birth in Kareo.
  • If a match is not found, a new patient record is created in Kareo and PatientPop.
  • If a match is found, the appointment request is populated under the existing patient's record.
  • If more than one match is found, a new patient record is created in both systems.
Can patients records be merged? No. Patient records cannot be merged in Kareo or PatientPop. If necessary, deactivate the patient's record in Kareo and/or archive the patient in PatientPop.

To archive the patient in PatientPop:
  1. In the PatientPop Portal, click Patients. The Patients page opens.
  2. Search for the patient and open their record.
  3. Click the Send Message drop-down arrow and select Archive Patient.
  4. Click Yes, Archive to confirm.
When a patient record is updated in PatientPop or Kareo, does it sync to the other system? No, patient records do not sync when updated. When applicable, the practice must update the patient's records manually to verify the details match in both systems.

Note: The patient's record in Kareo should be the source of truth.
How do we reschedule an appointment request if the duration for the visit reason is longer than the allotted time slot, or if that time is no longer available? It is recommended that the practice reach out to the patient directly to find a new appointment time. The new time and date can be edited on the confirm appointment request window to trigger the appropriate reminders in Kareo.
If a tentative appointment is declined, are there any actions required in PatientPop? No. Declined appointments in Kareo will display as a canceled appointment in the All Appointments tab in PatientPop.
Can we set up scheduling so different appointment types take up different durations on the Kareo schedule? Yes. Kareo provides a list of common visit reasons with durations to get you started. You can configure the name, duration, or color code of existing visit reasons or create new visit reasons to meet the needs of your practice.
Is double booking supported through the Kareo + PatientPop Experience? No. Double booking is not supported for the integration.
Does the Kareo + PatientPop Experience support group scheduling? No. Group scheduling cannot be requested via the online booking widget. If applicable, patients will need to contact the practice directly to schedule a group appointment in Kareo. After the appointment is scheduled, the time slot will be blocked on the online booking widget to prevent patients from requesting an appointment during that time.
Can I block time in Kareo for last-minute availability changes? To prevent a patient from scheduling an appointment, the practice can block the time slot in PatientPop. Time blocks in Kareo will not reflect on the online booking widget.
Do the appointment reasons in PatientPop pull from the visit reasons in Kareo? No. The appointment reasons in PatientPop and the visit reasons in Kareo do not sync. When the office staff confirms the tentative appointment with a visit reason in Kareo, the duration of the visit will update based on the selected visit reason.
Do the insurances in PatientPop pull from the insurances in Kareo? No. The insurances configured in PatientPop do not sync from Kareo. Insurance details submitted in the appointment request through the PatientPop online booking widget can be used to add (or update) in the patient's insurance case/policy in Kareo.
Does PatientPop send the practice a notification when a patient requests an appointment? Yes. The practice recipient(s) will receive an email notification from PatientPop when an appointment request has been received. The email alert is set up with the Integrations Specialist during the activation process.

To update recipients for the email notification, contact your Onboarding Manager.
Does the Kareo + PatientPop Experience support Kareo Telehealth? Yes. Patients can select Virtual Visit on the online booking widget to request a Telehealth appointment.  After the appointment is confirmed, patients will receive the Telehealth appointment reminders based on the provider's patient communication configuration.
Are text messages integrated between PatientPop and Kareo? Yes. Text message received from PatientPop's Web-to-Text, and Call-to-Text can be viewed in Kareo's Message Center. Office staff can review and respond by text as necessary.

Reach out to your Onboarding Manager to learn more about PatientPop's Two-Way-Text, Web-to-Text, and Call-to-Text.
What is the difference between PatientPop's appointment communication features vs Kareo patient communication? PatientPop’s appointment reminders use a set cadence (3 days before, 1 day before, and the day-of) versus Kareo's configurable Patient Communications to meet the needs of the practice.

For customers using the Kareo + PatientPop Experience, patients will receive appointment reminders from Kareo based on the provider's patient communication cadence and customization. The PatientPop appointment reminders will be disabled.
How do we opt patients into text message or email appointment reminders in Kareo? In order for a patient to receive patient communications:
  • Automated patient communication preferences must be set on the Profile tab of the patient's Demographics page.
  • An email address and mobile phone number must be entered on the Profile tab of the patient's Demographics page.
What is the difference between the PatientPop survey and the one in Kareo? Which should I have enabled? To optimize the practice's reputation management, disable Kareo surveys and use PatientPop's post-appointment survey. 

With PatientPop, the practice can change how many surveys the patient is set to receive and which delivery method to use: text message or email. PatientPop sends out the survey 3 hours after the appointment status is changed to Checked Out in Kareo.

The first attempt is sent via text message (the practice can choose to change this to email). If the patient does not respond to the first attempt, a second attempt is sent 1 day later via email (or text), and if there is no response then PatientPop sends a third and final survey attempt 5 days later via email (or text). A practice can choose to have all 3 attempts enabled or limit it to the first and second attempt.

To change the practice's feedback cadence, contact your Onboarding Manager.
Can patients be opt out of the post-appointment feedback text messages in Kareo? No. Post-appointment feedback is sent via PatientPop.

Patients can opt out of text message feedback when they request an online appointment by not selecting, "I agree to receiving text message for feedback requests".

The practice can also opt the patient out of text message and email feedback. To opt the patient out, access the patient's record in the PatientPop portal and click the Exclude from Patient Surveys toggle.

To change the practice's feedback method for all patients, contact your Onboarding Manager.
How often does the patient receive a new feedback survey? By default, the patient is omitted from receiving an additional feedback survey within a 30 day period. However, the practice can customize the omission period to change the frequency the patient receives additional feedback surveys. 

To change the Omission Period in PatientPop:
  1. In the PatientPop Portal, click Reputation. The Public Review page opens.
  2. Click Settings. The Settings page opens.
  3. Under the Feedback Request Omission Period section, enter the number of days (from 1 - 365).
  4. Click Save Changes when finished.
Can the practice customize the signature in the feedback survey? Yes. The practice can select a closing with the provider's or practice's name to display as the signature of the feedback survey. Example Signature Line options: Thank you, {practice_name}, Sincerely, {provider_name}, Best regards, {practice_name}, etc.

To change the Signature Line in PatientPop:
  1. In the PatientPop Portal, click Reputation. The Public Review page opens.
  2. Click Settings. The Settings page opens.
  3. Click the Signature Link drop-down arrow and select a signature.
  4. Click Save Changes when finished.
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