đĽď¸ For practice admins using Practice HQ on the web. The Waitlist tab needs the Caseload permission and appears only if your practice has the waitlist turned on.
This article shows you how to add prospective clients to your practice's waitlist, match them to a provider, follow up with notes, eligibility checks and documents, and turn them into clients when they're ready.
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.
Add the prospect with the details from your first call.
Assign them to a provider to review. The provider accepts or declines.
Follow up with the prospect, and send intake documents if you need to.
Create them as a client once a provider has accepted them.
A prospect isn't a client. They have no chart and no care relationship until you create them as a client.
Providers see only the prospects currently assigned to them, not the rest of the practice's waitlist. For the provider side, see Using the waitlist.
đĄ Tip: Prospects are never told about assignments, acceptances or declines. The only emails a prospect gets from the waitlist are documents you send them and the portal invite when you create them as a client.
2. Viewing the waitlist
Open Waitlist in the Practice HQ sidebar to see every prospect in your practice.
Use Search by name, email, or phone... to find someone.
Filter by Provider (All providers or one provider) and by Status. Click Clear filters to reset.
Click Prospect, Status, Provider, Added or Updated at the top of the table to sort.
A Minor badge next to a name means the prospect is a minor.
Click a row to open the prospect's details panel.
Statuses
Waiting: no provider assigned yet, or a provider declined.
Assigned: waiting for the assigned provider to accept or decline.
Accepted: the provider accepted. You can create the client.
Client created (or Patient created): the prospect has become a client.
Archived: taken off the active waitlist.
For a summary of prospects over time, see the prospective clients report in Analytics and reports.
3. Adding a prospect
Record a prospect's intake details so a provider can review them.
Click Add prospect on the Waitlist tab.
Choose Adult or Minor.
Fill in the Prospect tab: First name, Last name, Preferred name, Date of birth, Sex, Phone and (for an adult) Email. For a minor, emails are entered as described under Minor prospects below.
Fill in the Intake tab: Reason for visit (a note from the initial call, which the provider reviews first), Requested times, Preferred contact (Email, Phone call or Text message) and Referral source.
Fill in the Billing tab: Billing type (Not billed yet, Insurance or Cash pay). For insurance, add the Payer, Member ID, Group number and Subscriber details.
Click Add prospect.
Name, date of birth, sex and an email are required. The email is used for a portal invite and any documents you send.
For insurance, the member ID is required. If the subscriber isn't the prospect, their date of birth and sex are required for eligibility checks.
You'll see a warning if the date of birth doesn't match the account type (for example, under 18 with Adult chosen).
To change details later, open the prospect and click Edit.
Minor prospects
Tick Minor has their own portal access and enter the Minor's email, tick Guardian has portal access and enter the Guardian name, Guardian email and Relationship, or both.
At least one of the two must be ticked.
The minor and guardian must use different emails.
An email that already belongs to another account may be refused when you add the prospect. Use a different email if that happens.
4. Assigning a provider
Pre-match a prospect to a provider, who then accepts or declines.
Open the prospect and go to the Assignments tab.
Click Assign.
Choose the Provider.
Tick Auto-accept this client on the provider's behalf if the provider has already agreed to take them (optional).
Click Assign.
The provider gets an email about the assignment and sees the prospect on their own waitlist. Nothing is sent to the prospect.
Without auto-accept, the status becomes Assigned until the provider responds.
With auto-accept, the status goes straight to Accepted, and the provider isn't asked to respond.
Click Reassign to hand an assigned or accepted prospect to a different provider.
Click Unassign to cancel the assignment and return the prospect to Waiting.
The Assignments tab keeps a timeline of every assignment and its outcome: Awaiting response, Accepted, Declined or Assignment cancelled.
5. When a provider accepts or declines
The provider reviews the prospect from their own waitlist and responds.
The staff member who made the assignment gets an email with the provider's answer.
If the provider accepts, the status becomes Accepted and the prospect is ready to become a client.
If the provider declines, they give a reason. The prospect goes back to Waiting and leaves the provider's waitlist, ready for you to assign someone else.
The decline and its reason appear in the Assignments timeline.
If a provider wants to hand back a prospect they've already accepted, click Unassign (or Reassign) for them.
6. Notes, billing and eligibility
Keep track of outreach and check coverage before the prospect becomes a client.
Use the Notes tab to share updates with the assigned provider, for example "Tried to reach out, left a voicemail." Each note shows who wrote it (Practice or Provider) and when. The prospect never sees notes.
The Billing tab shows the billing type and, for insurance, the insurance details.
For an insurance prospect, click Run check under Eligibility to check coverage with the saved payer. Results show Coverage, Copay, Coinsurance and Deductible, with earlier checks listed below.
If no payer is saved, Run check is greyed out. Add a payer with Edit first.
7. Sending documents to a prospect
Send intake paperwork before the prospect is a client. They complete it from an email link, with no portal account needed.
Open the prospect and go to 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 its documents and their status (for example Not started, In progress or Completed) 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.
When the prospect becomes a client, their documents move into their chart.
8. Creating the client
Once a provider has accepted the prospect, turn them into a client with a chart and a care relationship with that provider.
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 moves to Client created on the waitlist.
Insurance details from the waitlist carry over to the chart when the prospect uses insurance.
If the email already belongs to an existing login, you're asked Attach to an existing login? Click Attach and create to link the new client to that login (they sign in with their existing details and no invite is sent), or cancel and use a different email or Chart only.
After this, manage the client from the Clients tab. See Adding and managing clients.
9. Archiving a prospect
Archive a prospect who doesn't need a place, to take them off the active waitlist.
Open the prospect.
Click Archive in the panel header, then Archive to confirm.
Archiving cancels any assignment still waiting for a response.
Any open document links stop working.
To bring a prospect back, filter by Archived, open them and click Unarchive. They return to Waiting.
A prospect who has become a client can't be archived from the waitlist.
â ď¸ Important: Archived prospects and prospects who have become clients are read-only on the waitlist. Manage a converted prospect's documents from their chart.
Frequently asked questions
Does the prospect know when I assign them to a provider?
No. Prospects are never told about assignments, acceptances or declines. Only the provider is notified.
A provider declined a prospect. What happens next?
The prospect is back in Waiting. Check the decline reason on the Assignments tab, then click Assign to choose another provider.
Can I skip waiting for the provider to accept?
Yes. When you assign, tick Auto-accept this client on the provider's behalf. The prospect goes straight to Accepted.
Why can't I create the client yet?
Create client appears only once the prospect is Accepted. Assign a provider and wait for them to accept, or use auto-accept.
Why don't I see the Waitlist tab?
It needs the Caseload permission, and your practice must have the waitlist turned on. To ask about the waitlist, contact Oasys support.
Can I message a prospect from the waitlist?
No. The waitlist has no messaging. Contact the prospect directly using the email and phone on their details, and log outreach on the Notes tab.