đĽď¸ For providers using the Oasys web app. The waitlist is available if your practice has it turned on, and practice staff manage the full waitlist in Practice HQ.
This article explains how prospective clients reach you through your practice's waitlist. It covers reviewing a prospect, accepting or declining, sending them documents, creating them as a client, and what the prospect sees along the way.
In this article
1. How the waitlist works
The waitlist holds people who want care at your practice but aren't clients yet. Oasys calls them prospects.
Practice staff add prospects to the practice's waitlist and assign each one to a provider to review.
When a prospect is assigned to you, you get an email about the assignment. It shows the prospect's initials only. Click Review assignment to open your waitlist.
You review the prospect and accept or decline. If you accept, you create them as a client when you're ready.
You only see prospects currently assigned to you. You don't see the rest of the practice's waitlist.
â Good to know: Waitlist appears in your sidebar only if your practice has the waitlist turned on. If you'd like to use it and don't see it, ask your practice admin.
2. Viewing your waitlist
Your waitlist lists every prospect assigned to you.
Click Waitlist in the sidebar.
Search by name with Search prospects..., or use the Status filter: All statuses, Pending, or Accepted.
Click Prospect, Date of birth, or Status at the top of the table to sort.
Click a row to open the prospect's details.
Pending means the prospect is waiting for your response.
Accepted means you've accepted them and can create them as a client.
A Minor badge next to a name means the prospect is under 18.
If nothing is assigned to you, the page says "No assignments yet."
3. Reviewing a prospect
The details panel has everything the practice collected about the prospect, in three tabs.
Details: email, phone, Date of birth, Preferred name, Sex, Preferred contact, Requested times, Referral source, and Reason for visit.
Insurance: shown under Details when the prospect will use insurance, with Payer, Member ID, Group number, and subscriber details.
Notes: notes shared between you and practice staff about this prospect.
Documents: documents sent to the prospect and their status. See Sending documents to a prospect.
You can't edit a prospect's details yourself. If something is wrong or missing, ask practice staff, or leave them a note.
4. Accepting or declining
A pending prospect needs your answer so the practice knows whether to reassign them.
Open the prospect from your waitlist.
Click Accept under Your response if you can take them on.
Click Decline instead if you can't, enter a Reason for declining (for example, a full caseload), and click Confirm decline.
Either way, the staff member who assigned the prospect gets an email with your answer.
When you decline, the prospect leaves your waitlist and goes back to the practice's waitlist to be reassigned.
A reason is required to decline.
To hand back a prospect you've already accepted, ask practice staff to unassign them.
đĄ Tip: Prospects are never told about assignments, acceptances, or declines. You can decline without the prospect being notified.
5. Contacting the prospect
The waitlist doesn't have messaging, so you reach out to the prospect directly.
Use the email and phone number at the top of the details panel. Check Preferred contact and Requested times first.
Add outreach updates on the Notes tab, for example "Tried to reach out, left a voicemail," then click Add note.
Notes are shared with practice staff and show who wrote them and when. The prospect never sees them.
To book a session, create the client first (see Creating the client), then schedule from your calendar as usual.
6. Sending documents to a prospect
You can send intake paperwork before the prospect is a client. They fill it out from an email link, with no portal account needed.
Open the prospect and click the Documents tab.
Click Send documents.
Tick the documents to send. You can choose practice templates and standard assessments, up to 5 per link.
Add an optional note for the email.
Click Send (the button shows how many documents you picked).
Each sent link shows who it went to, when it was sent, its status, and when it expires.
Use the three-dot menu to Resend link (sends a fresh link) or Cancel request (the link stops working).
Click a completed document to view it.
7. Creating the client
Once you've accepted a prospect, you can turn them into a client with a chart.
Open the accepted prospect.
Click Invite to portal under Create client to send them a portal invite, or Chart only to create the chart with no portal access and no invite email.
Check the email shown in the confirmation, then click Create.
You see "Client created," and the prospect has a chart and a care relationship with you. They appear in My clients and leave your waitlist.
Insurance details from the waitlist carry over to the chart when the prospect uses insurance.
Documents the prospect completed move to their chart. Documents still outstanding carry over as client documents.
If the email already belongs to an existing Oasys login, you're asked "Attach to an existing login?" Click Attach and create to link the client to that login (no invite is sent), or cancel.
â ď¸ Important: A prospect needs an email address before you can create them as a client. If the email is missing, ask practice staff to add it to the waitlist entry.
8. What the prospect sees
While they're on the waitlist, a prospect sees very little of Oasys.
They're not told when they're assigned to you, or when you accept or decline.
If you or practice staff send documents, they get an email with a link to fill them out, plus any note you added.
When you create them with Invite to portal, they get an email invite to set up their account.
With Chart only, they get nothing. You can invite them to the portal later from their client page.
For inviting clients to the portal, see Adding and Inviting clients.
Frequently asked questions
Can I add someone to the waitlist myself?
No. Practice staff add prospects and assign them. If you know someone who should be on the waitlist, let your practice staff know.
What happens after I decline a prospect?
They leave your waitlist and go back to the practice's waitlist. The staff member who assigned them gets an email, and practice staff can see your reason in the prospect's assignment history. The prospect isn't notified.
Why can't I see a prospect I was assigned before?
You only see prospects currently assigned to you. If practice staff reassigned or unassigned them, or you created them as a client, they don't appear on your waitlist. A prospect you created as a client is in My clients.
Can I schedule a session from the waitlist?
No. Create the prospect as a client first, then book the session from your calendar. See Scheduling sessions.