Waitlist and earlier-slot offers
How do we fill a slot that opens by offering it to the next eligible patient on the waitlist by text, taking the first acceptance, and updating the booking?
Treat a released slot as an offer with rules and a clock. When a slot opens (a cancellation, a reschedule, a template change), Callvu classifies the slot (the provider, the visit types it fits, the length, the location and modality, the time until the visit) and the waitlist against it (the patients waiting for that provider or visit type, their urgency and wait time, their referral and authorization validity, their availability preferences, their consent to texts), ranks the eligible patients under the practice's policy (urgency first, then wait time), offers the slot by text to the first or to a small group with a short acceptance window, takes the first acceptance, moves the patient's existing appointment where they had one, releases the later slot back to the list, and writes the booking to the scheduling system and the EHR with the confirmation and the reminders.
In scopeSimpleCallvu moves: classify, write back
Last updated November 7, 2026.
The problem today
The 2pm slot opened at 9am; the scheduler called three waitlisted patients, reached none, and the slot went empty.
Waitlists live in spreadsheets and in the scheduler's memory. When a slot opens, someone calls down the list between other calls; patients do not answer unknown numbers; the slot stays empty while patients who would have taken it wait weeks. The provider's template leaks capacity every day, and the access measures show it.
Filling a slot is a matching and an offer: the slot has a provider, a visit type, a length and a modality; the waiting patients have urgencies, wait times, referral and authorization dates, availability and a consent to be texted. The practice's policy sets the order (clinical urgency first, then time waiting) and whether to offer to one patient at a time or to a small group with the first acceptance winning. The booking must be written where the next reminder reads it.
A slot offered by text in the first minute is filled; one offered by phone over an hour is not.
How it runs
From the requestto the system of record.
A slot opens in the scheduling system (a cancellation, a reschedule, a template release). Callvu classifies the slot and opens the offer.
- Waiting patients
- Receive the offer by text and accept or decline on a secure link.
- Scheduling desk
- Decides offers the policy reserves (an urgent case, a tied ranking, a slot no one accepts) in the Decision Desk.
- Callvu
- Classifies the slot and the waitlist, ranks, offers, takes the acceptance, moves bookings and writes.
Classify the slot and the candidates
The slot's provider, the visit types its length and template rules allow, the location and modality, and the time until the visit are read from the scheduling system; the waitlist entries (patients waiting for that provider, the care team or the visit type, and patients with later appointments who asked for an earlier one) are classified for eligibility: the visit type matches, the referral and authorization are valid on the date, the patient's availability preferences fit, the patient has consented to texts, and the pre-visit items can be completed in the time left.
Rank and offer
The eligible patients are ranked under the practice's policy (clinical urgency first, then wait time, then the patient's own earlier-slot request date); the slot is offered by text to the first patient, or to a small group where the policy allows, with the slot's details and a short acceptance window; the offer states that the first acceptance wins.
Take the acceptance and move bookings
The first acceptance books the slot; later acceptances are told it is taken and kept on the list; a patient who accepted and had a later appointment has it cancelled and that slot released back to the list through the same process; a non-response within the window moves the offer to the next patient; a slot no one accepts, an urgent case the policy reserves for a person, or a tie the policy does not resolve goes to the scheduling desk in the Decision Desk with the candidates and only the allowed outcomes.
Write back
The booking is written to the scheduling system and the EHR, the confirmation and the reminders go to the patient, the pre-visit processes (the questionnaire, the eligibility check, the copay) are started for the new date, the waitlist entry is closed, and the fill rate and the time to fill are recorded for the access measures.
Where it ends: The released slot went to the right waiting patient under the practice's policy within minutes, their old slot went back to the list, and the scheduling system and the EHR hold the booking with the reminders running. The Decision Trace shows the eligibility, the ranking and any decision; the Audit Trace shows the offer, the responses and the write with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
A text to the waiting patient with a secure accept link; the patient's earlier-slot request in the portal joins the list.
The back office
The scheduling desk sees only reserved, tied or unfilled cases; the cascade runs by itself.
The Decision Desk
- A slot no one accepts, an urgent case the policy reserves for a person, or a tie the policy does not resolve goes to the scheduling desk in the Decision Desk with the candidates and only offer to a named patient, hold the slot, or release it to open booking.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
23 hospitals in the Ministry of Health network run on Callvu.
Across Callvu customers
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
Who gets the offer?
The eligible waiting patients (the visit type fits, the referral and authorization are valid on the date, the availability matches, the text consent is on file), ranked by clinical urgency and then wait time under the practice's policy.
What if two patients accept?
The first acceptance wins; the others are told the slot is taken and stay on the list for the next one.
What happens to the accepted patient's old appointment?
It is cancelled and that slot is released back to the waitlist through the same process, so the capacity cascades.
Related processes
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