T120 Booking exception desk routing
Booking exception desk routing
How each cancellation or reschedule reaches the desk with its reason and the slot it frees, in time to offer the slot to someone else, instead of the 21 appointment slots lost to late notice. Prepared by the scheduling desk lead at Alderpoint Wellness Group for the scheduling desk and the coordinator at each of the six locations. Every exception is a nonclinical one: an administrative prerequisite was unresolved. Issued Thursday, October 1, 2026.
Sample template: the firm, people, clients and figures are fictional, and the embedded view holds synthetic sample records.
Why bookings were moved, and how it ended
Five nonclinical reasons account for all 46 exceptions. Of the 46, 29 were rebooked within 48 hours, 9 were cancelled and 8 are still open. A consent form that was missing caused the most exceptions, then a missing insurance card, then a pending plan response.
Live example from the Dashboards app, shown with Fellbrook Community Credit Union's demo data. Block dates move forward each week, so they can differ from the sample dates on this page.
| Reason | Exceptions | Rebooked in 48 hours | Cancelled | Still open | First owner |
|---|---|---|---|---|---|
| Consent form missing | 12 | 8 | 2 | 2 | Intake staff at the location |
| Insurance card missing | 11 | 7 | 3 | 1 | Intake staff at the location |
| Referral document missing | 7 | 5 | 1 | 1 | Intake staff at the location |
| Plan response pending | 9 | 5 | 2 | 2 | Odalys Fennimore |
| Other nonclinical prerequisite | 7 | 4 | 1 | 2 | Basil Moyano |
| All reasons | 46 | 29 | 9 | 8 |
Which weekdays lose slots
Monday loses the most slots, 7 of the 21, then Friday with 5. Tuesday loses 4, Thursday 3 and Wednesday 2. A Monday slot needs its reason on the desk by 16:00 on Friday, which is why Monday exceptions are routed first.
Live example from the Dashboards app, shown with Fellbrook Community Credit Union's demo data.
The exception records
The view holds 14 records: booking exceptions, intake handoffs and location reports. Read Status and Next step first, then Items and Unused slots. Six records are for Fellbrook Community Credit Union, five for Marrick Foods and three for Tollgate School District. Basil Moyano owns the booking exception records. Rohan Bhattacharya owns the handoff records and Yolanda Prentiss owns the two location reports, Riverside and Marrick's Orchard Row.
Internal page
This page stays inside Alderpoint Wellness Group. The view holds records for three clients and shows reasons, counts and dates only. It carries no names of the people referred and no clinical content.
Routing rules
From reason to offered slot
sequenceDiagram
participant L as Location coordinator
participant D as Scheduling desk
participant Q as Location queue
participant W as Next person waiting
L->>D: Nonclinical reason and the slot affected
D->>D: Decide to keep, move or cancel
D->>Q: Reason and permitted alternatives by 16:00 the day before
D->>W: Offer the freed slot
W->>D: Accept or decline
D->>Q: Slot filled or released
Q->>L: Front desk sees the reason before the person arrives
21 slots went unused because the reason arrived too late
Across the 46 exceptions, 21 appointment slots were left unused. In each case the reason reached the desk too late to offer the slot to someone else. For the 9 cancellations the front desk learned of the reason on the day, when the person was already at the location, so the slot could not be refilled. The reason was known centrally; the front desk learned it last.
Consequence. An unused slot is capacity no one can recover, and the desk repeats the same explanation at the counter. Ask. Basil Moyano and Rohan Bhattacharya apply the 16:00 rule to every open exception and review the unused slot count with Yolanda Prentiss on Oct 13.
Open exceptions and the next action
Thirteen booking exceptions are open across the three clients: 8 for Fellbrook Community Credit Union, 3 for Tollgate School District and 2 for Marrick Foods. Each has a due date of Oct 13.
| Record | Client | Items | Unused slots | Owner | Next action |
|---|---|---|---|---|---|
| Booking exceptions still open | Fellbrook Community Credit Union | 8 | 8 | Basil Moyano | Review with Yolanda Prentiss on Oct 13 |
| Tollgate booking exceptions still open | Tollgate School District | 3 | 2 | Basil Moyano | Carry the reason and alternatives into the location queue by 16:00 the day before |
| Marrick booking exceptions still open | Marrick Foods | 2 | 2 | Basil Moyano | Review with Yolanda Prentiss on Oct 13; the person referred has not replied to two contact attempts |
Other records in the view feed the same review. Of 88 Fellbrook handoffs, 71 were acknowledged within one business day and 17 were reopened, due for review on Oct 9. The Riverside location report for the status week of Sep 21 waits for an owner and is due Oct 15, and Orchard Row's Marrick report arrived on Sep 29, one day late.
Late-notice count
Live example from the Dashboards app, shown with Fellbrook Community Credit Union's demo data.
How to use this template
Keep one routing page per scheduling desk. Enter each nonclinical booking exception with its reason, the options that may be offered, the response and the time to a resolved booking, and update the unused slot count each week.
| Variable | Meaning | Required |
|---|---|---|
{{exception.rows}} | One row per booking exception or group with reason, status, owner and count | Required |
{{exception.reason}} | Nonclinical reason for the change | Required |
{{exception.alternatives}} | Options the desk may offer | Required |
{{slot.unused_count}} | Slots left unused because of late notice | Required |
{{desk.cutoff_time}} | Time the day before by which the reason reaches the location queue | Required |
{{exception.next_action}} | Next action with owner and date | Optional |
{{slot.weekday}} | Weekday of each unused slot | Optional |
If a required value is missing, show Needs review in its place and hold the page; never guess a reason, a count or a time. If the scheduling log cannot be read, show Unavailable instead of the counts.
The live Dashboards blocks on this page show the Fellbrook Community Credit Union demo profile. Point each block at your own client's profile, or remove it, before you share the page. Filter the embedded view to the same client as well.