Jane University: Front-Desk Staff Training
Welcome! We’re so happy you’re here.
At Jane University, we want to take the guesswork out of learning Jane!
We designed our front-desk training to take you on a structured learning tour. Why? Well, we talk a lot here about “Jane’s heart,” and one of our customers recently said that she felt like the Jane team was here to care for her as she cares for her patients. We really loved hearing that because we want to be to you what you are to your patients: a helper, a cheerleader, and a champion of success. This course is here to take you through Jane in a clear and step-by-step manner. Our goal is to help you learn all of Jane’s basic features so you can get started as a Jane administrator with confidence!
We hope you enjoy working with Jane as much as we do.
💡Jane Tip: We recommend heading over to Jane’s Demo Clinic to practice as you learn! Contact us to request access.
Chapter 1: An Introduction to the Schedule
The schedule is one of the features you’ll probably use the most in Jane — but never fear, we’ve designed it to be super easy to use. In fact, if you’ve ever used any of the most popular web-based calendar systems, Jane’s schedule should be instantly familiar.
Let’s Start By Learning About Shifts!
Shifts in Jane are important because you’ll need to know where you can book patients in the schedule (and where not to).
Practitioner shifts in Jane are represented by this light blue background:
Any background color that is white in the schedule is referred to as “white space”. White space represents the time that the practitioner is unavailable, and therefore patients will not have the option to book an appointment online.
Patients booking appointments online can only book appointments within the practitioner’s shift.
💡 Depending on your clinic’s setting, Front-Desk Staff may or may not have the option of booking appointments outside of a shift in the administrative schedule. If you’d like to limit your staff from booking outside of shifts, please visit this handy guide.
Let’s navigate over to Jane’s primary scheduling tool, called Manage Shifts.
When you’re in your schedule view, you can select a single practitioner on the left (or select multiple practitioners at one time by selecting the “+” icon to the right of each name). Then, head up to the Shifts button and click the drop-down arrow.
Select Manage Shifts. This is Jane’s primary scheduling tool for creating shifts.
If you’d like a complete walkthrough of setting up shifts, we have created a detailed guide document here with supporting videos!
Or, you can watch this quick video below to learn all about Shifts in Jane before diving into your practice drill:
As promised, here are the guides mentioned in the video:
- Schedule Opening & Closing Times
- For split shifts, double booking shifts and more, visit Set-up Shifts
- For room booking, visit Rooms
Practice Drill 🏈
Next, we will practice booking shifts in Jane.
- Select a practitioner on the left-hand side of the schedule.
- Click the drop-down arrow to the right of Shifts, and select Manage Shifts.
- Set your date range from today until December 31.
- 💡 Are there shifts already scheduled to the left of your Manage Shifts window? Jane may be pulling in existing shifts already scheduled. No problem! Simply click the “X” to the right of any shifts to clear the shift scheduler before starting.
- Now, add a shift schedule by selecting “Add Times”, and change the times to 9 AM to 3 PM.
- Feeling adventurous? 🙋♀️ Try creating a “Split Shift” by creating two shifts on the same day. Your first shift can run from 9 AM to 12 PM and your second shift can run from 1 PM to 3 PM.
- Click into the icon bar and select “Bookable Online”, and add a note that says “Return Patients Only”. Emojis welcome. 😊
- Choose the copy icon to the right and copy this shift to other days of the week.
- Apply this shift schedule to one other practitioner, by checking their name to the right.
- Once you are happy with your shift schedule, click Apply Shift Schedule, review the changes you’re about to make, then click Accept.
Learn How to Navigate the Schedule:
Watch this video to learn how to show appointments for a specific day and/or a specific practitioner, how to configure your display settings, as well as how to create a custom view of practitioners on a single page.
Note: Speed up or slow down the video speed using the ⚙️ button inside the video player!
Displaying Practitioner Schedules
The practitioner list can be found to the left of the schedule.
To show a list of practitioners from a specific clinic location, select the location from the drop-down menu at the top of the list (only available for clinics with more than one location).
By default, the practitioner list shows you a complete list of practitioners from the selected location. To narrow the list by discipline, select the discipline from the drop-down menu above the list.
Practitioners currently being displayed in the schedule are highlighted in blue.
Show a Single Practitioner’s Schedule
Click on a practitioner’s name in the list to show their schedule. By default, the practitioner’s schedule will be shown in Week View.
Show Multiple Practitioners’ Schedules
Hovering over a practitioner name will reveal a few buttons:
You can view additional practitioners’ schedules by hovering over their names in the practitioner list and clicking on the ➕ to display their schedules for the day/week.
Click the 👤to display the practitioner’s profile.
Practice Drill 🏈
Now that you know how to get around the Schedule, time to try it out for yourself! Jump into our Demo Clinic, and follow the steps below to navigate the schedule on your own.
- Head over to the Jane Demo Clinic and view the Schedule for The Village location.
- Click on the staff member Susan Lo from the practitioner list on the left.
- Click on the Day, Week, and Staff Today buttons at the bottom to see how this changes the schedule.
- Next, click the Left and Right Arrow buttons on either side of the Today button to scroll through the schedule.
- Finally, jump ahead to any date in the calendar using the Go to Date button at the bottom right. Finish by clicking on Today to get back to the current date.
As you work through this material, you can also take the quizzes we’ve cooked up to help your learning process. Here’s the first one:
Booking an Appointment:
As a front-desk staff member, you can create a new appointment by going to the Schedule view and clicking on an available time on the desired day.
Watch the quick video below to learn how to book an appointment in 3 easy steps:
Pro Tip: You can use the magnifying glass to turn all available appointments bright orange on the schedule! We love this feature as it makes it easy to see free time slots for booking. Learn more about using the magnifying glass tool here: Using the Magnifying Glass Tool
Practice Drill 🏈
Next, we will practice booking appointments for an existing patient.
- Click any available time slot in the schedule to begin the booking workflow.
- A “New Appointment” pane will pop up on the right, and you will now see a grey “reserved” spot in the schedule.
- Select an existing client (For testing, let’s use Lily Chu) using the patient search bar to look up a name, phone number, personal health number, or email address.
- Use the Treatment drop-down to select the appointment type.
- Before completing the booking, you could also change the time if you clicked the wrong spot, or add a note to this appointment if there is information related to the appointment you’d like all staff to be able to reference. (Note: If you selected a patient who has an open claim on their profile, it may be asking you to add a claim. To skip this, select None from the options. We will learn about claims in a future lesson)
- Once you are happy with the settings for this treatment, hit the Book Appointment button to finish!
Patient Arrivals & No Shows:
When a patient arrives — or fails to arrive — for an appointment, you can set their appointment’s status to “Arrived” or “No Show.” This automatically creates an invoice for the appointment, and it tells practitioners at a glance when their next patient has arrived. Here’s the lowdown:
When you click an appointment on the Schedule view, the Appointment pane will appear on the right.
The “Arrived” and “No Show” buttons are at the top of the Appointment pane. Click either button to set the status of the appointment.
You can undo this at any time by clicking the same button again. Or, to change a “No Show” to “Arrived,” simply click the “Arrived” button — or vice versa.
Appointments marked as “Arrived” will appear green in the Schedule view. “No Show” appointments will be red(ish).
Creating Appointment Notes
Notes only show up internally in Jane. So notes you put on an appointment, patient, profile, invoice or anywhere else with a section called “notes” is only administrative.
In our next video, we’ll cover how to create a new administrative appointment note. If you have any notes that you want to stay “sticky” to a patient, Jane has a special star system.
Watch how to create appointments notes in the quick video below:
Tasks or To Dos
Front-desk staff are always doing a million things at once, so the Tasks area in Jane is the perfect spot to help you stay organized! Tasks help you to track and assign to-do items.
A task might be a helpful reminder of a payment that needs processing, a progress report to be sent off, or even a product order that needs to be placed.
In our next video, you’ll learn how you can create and manage Tasks in Jane:
Breaks, Personal Time and Holidays
Well, I guess you can’t work all the time!
If you need to block off time on a staff member’s schedule, you can use Jane’s Breaks feature.
Breaks are perfect for blocking off Holidays, personal time, and even great for administrative reminders. Watch the video below to learn how to you can use Jane’s break feature:
Here are a few additional tips on using Breaks:
A Floating Lunch Break
While a consistent break is best managed by booking multiple shifts, if you have a lunch break that might move based on when your patients want to come in, you could use a break. These breaks can be dragged to reschedule them much like appointments.
Block off Part of the Day
Sometimes you want the afternoon to book up first before the morning is opened up. Here’s how that might look:
If you’re taking time off, you can use the break to cover the entire shift. I like this because then everyone on the administrative side of the schedule knows why the shift isn’t available. You can also add notes, such as who might be covering that shift.
The final reason we sometimes use Breaks in Jane is to remind staff or practitioners of administrative tasks that need to be performed. I recommend setting your administrative schedule to start an hour before your first appointment to leave room for this type of break.
Then, when that staff member logs in for their day it would look like this:
Practice Drill 🏈
Now let’s try out creating appointment notes and breaks on the Schedule.
- First, hop over to the Schedule view.
- Click on an appointment to view the Appointment window on the right and head into the Notes section.
- Lets input an appointment note that indicates what injury the patient is coming in for. This note should make an icon appear on the appointment.
- When finished, hover your mouse over the appointment so you can see the lovely note you have added.
- Next, let’s input a break in Jo-Ellen McKay’s schedule. Jo-Ellen likes to take a lunch break every Monday from 12:30 to 2:00. Repeat this break every week for the next two months.
💡Jane Tip: Jane loves to be efficient! Check out the available schedule keyboard shortcuts.
Staff Favourite: View the next # of upcoming days by clicking keyboard numbers 1-7
You’re amazing! You’ve completed Chapter 1. Next up, Chapter 2.
Let us know what you think!
Any feedback on the material is welcome and much appreciated 😊 We have a quick anonymous survey available in the link below: