Waitlist notification and queue management

Purpose

1.1. Automate updating patients on waitlist status using multiple channels (SMS, email, WhatsApp, voice).
1.2. Dynamically manage queue positioning, expected wait times, and new opening notifications.
1.3. Allow patients to confirm, delay, or cancel their placement, reducing no-shows and manual admin.
1.4. Integrate responses back into EHR/CRM systems and escalate urgent cases automatically.
1.5. Aggregate queue data for management reporting, tracking patient engagement, and optimizing resource allocation.

Trigger Conditions

2.1. New patient added to waitlist in EHR or CRM.
2.2. Appointment slot becomes available/cancelled.
2.3. Waitlist position advances.
2.4. Changes in estimated wait times or open capacity.
2.5. Periodic status update scheduling.

Platform Variants

3.1. Twilio SMS
• Feature: Programmable SMS
• Setting: Send status update or queue notification on appointment slot events (API endpoint: /Messages)
3.2. SendGrid
• Feature: Email Delivery API
• Setting: Trigger personalized email when waitlist status changes (API: /mail/send)
3.3. WhatsApp Business API
• Feature: Message Templates
• Setting: Send WhatsApp message with queue updates (API: /messages)
3.4. Slack
• Feature: Incoming Webhooks
• Setting: Notify internal teams when high-priority patients move up (API: /api/chat.postMessage)
3.5. Microsoft Teams
• Feature: Connector/Incoming Webhook
• Setting: Post waitlist event to specific channel for admissions team
3.6. Google Calendar
• Feature: Events API
• Setting: Automatically update calendar when waitlist converts to appointment (API: /calendars/events)
3.7. Salesforce Health Cloud
• Feature: Process Builder/Flows
• Setting: Automate status update emails/SMS to patients (REST API)
3.8. HubSpot
• Feature: Contacts & Workflow Automation
• Setting: Trigger workflow based on waitlist field updates (API: /contacts/v1/contact)
3.9. Freshdesk
• Feature: Ticket Automation
• Setting: Create/close support tickets as patient status changes (API: /api/v2/tickets)
3.10. ActiveCampaign
• Feature: Automations
• Setting: Personalized waitlist journey by email/SMS (API: /api/3/contactAutomations)
3.11. Mailgun
• Feature: Email API
• Setting: Batch waitlist notification campaign (API: /messages)
3.12. Aircall
• Feature: Call API
• Setting: Auto-dial patients for voice queue updates (API: /calls)
3.13. DocuSign
• Feature: eSignature Workflow
• Setting: Notify for consent form signing when slot opens (API: /envelopes)
3.14. Intercom
• Feature: Messenger & Automated Messages
• Setting: Pop-up chat queue updates for site visitors (API: /messages)
3.15. Zendesk
• Feature: Triggered Notifications
• Setting: Auto-generate comms tickets for escalations (API: /api/v2/tickets)
3.16. Zoom
• Feature: Webinar/Meeting Scheduling
• Setting: Auto-invite patient to intake session with approved slot (API: /users/me/meetings)
3.17. Google Sheets
• Feature: Spreadsheet Update
• Setting: Log all queue/waitlist events for reporting (API: /spreadsheets/values)
3.18. PagerDuty
• Feature: Incident Notifications
• Setting: Escalate to on-call if urgent patient is at top (API: /incidents)
3.19. Trello
• Feature: Board/Card Automation
• Setting: Create/advance cards for waitlist status (API: /cards)
3.20. Asana
• Feature: Task Create/Update
• Setting: Assign team member to follow up with waitlisted patient (API: /tasks)

Benefits

4.1. Reduces manual staff workload on routine status updates.
4.2. Increases patient engagement and clarity on wait times.
4.3. Lowers no-show rates by allowing real-time response actions.
4.4. Centrally tracks communication and queue progression.
4.5. Enables analytics-driven improvement on intake and scheduling efficiency.