Patient Scheduling Issue
Hey y'all! I have a question about a consistent EPIC/MyChart scheduling issue that I'm hoping someone could help me with/give me some ideas about solving.
Many of my patients (newer patients and established patients) say that they cannot schedule with me through their MyChart accounts. Here's the issue: If patients have no upcoming appointments scheduled with me, then my name will not populate as one of their providers and they cannot schedule any future appointments with me (unless they call and speak with the scheduling department). Apparently my name does not populate as their provider at all, regardless of the type of appointment they are trying to schedule (e.g., in person versus telehealth) and regardless of the way that they’re accessing their mychart account (e.g., desktop/web, app). When my name doesn't populate, they assume that I have no availability and schedule with someone else or don't schedule at all.
However, if a patient does have an upcoming appointment scheduled with me, then my name will populate as their provider if they go to schedule and they can then schedule more future appointments with me.
I’ve even had patients show me their accounts during an appointment in an attempt to help troubleshoot and I can’t figure it out. I've discussed this with IT, have provided them with thorough explanations and screenshots, submitted help desk tickets, etc. and they haven't provided any possible insight or solutions. It’s extra confusing because this doesn't seem to be affecting every patient, but it seems to be a practice-wide issue, as I've heard other practitioners discussing the same thing.
So, what am I missing? I've made sure that I'm listed as a member of their care team, have provided follow up instructions for future appointments in the AVS, have signed all previous encounters, have billed their insurances for completed services/appointments, etc. Nothing is outstanding/incomplete.
Any ideas on why this might be happenings or how I can possibly solve this?