NexHealth setup guide

What you need, the six setup steps, what 2care reads and writes through NexHealth during a call, and how phone and online bookings share one schedule.

4 min read

How it connects

NexHealth already handles the patients who book online. 2care covers the ones who call, and books them into the same schedule through the NexHealth connection your practice already runs.

One connection covers every location your practice has in NexHealth, each set up as its own site.
Availability is read live at the moment of the call, by provider, appointment type and location.
Bookings are written through NexHealth during the call, and NexHealth carries them into your practice management system.

Phone and online appointments land on one calendar with no double-booking. Nothing is installed on your computers, and nobody on your team changes how they work.

Terms used here

Location. One of your practice sites as set up in NexHealth, each with its own providers.
Practice management system. The scheduling and records system NexHealth connects to, where your team sees every appointment.

Before you start

Item	Who provides it
Access to your NexHealth account, authorised by your practice	Your practice administrator
Your locations, and which providers work at each	Your office manager
Your appointment types and how long each one runs	Your office manager
A signed BAA with 2care	Signed before any patient data moves

Setup

Sign the BAA. No patient data is read until it is in place. See HIPAA and the BAA.
Authorise access to NexHealth. Your practice administrator grants it, your onboarding specialist walks you through it, and the access is stored encrypted.
Confirm locations and providers. Each NexHealth location is matched to a site, with its providers.
Map your appointment types. Each type keeps its own length. See visit types and provider templates.
Run a test round trip. We book a test appointment, check it in NexHealth and in your practice management system, then cancel it, with your team watching.
Switch the line over. Your number forwards to 2care at the hours you choose. See forwarding your number.

Most practices are live in about 5 business days.

On a booking call

Step in the call	What the caller hears	What happens in NexHealth
Identity	A greeting, then a request for their date of birth	A returning caller is recognised from their phone number and verified on date of birth
Availability	Open times with the provider they asked for	Open slots read live for that provider, appointment type and location
Choice	The time they chose, read back	The slot is checked again at the moment of booking
Booking	Confirmation of the appointment	The appointment is written through NexHealth into your practice management system
Confirmation	A text with the date, time and location	A summary of the call is added to the appointment

The appointment is only confirmed to the caller once NexHealth has accepted it. If the time was taken in the meantime, the booking is not written and the agent offers the next open time instead.

What 2care reads

Open slots by provider, appointment type and location, read live during the call
Patient records, to recognise a returning patient and avoid creating a second record
Providers, locations and appointment types for your practice
Appointments already on the schedule, including those booked online

What 2care writes

New appointments, at the location and with the provider the caller chose
Reschedules, including a move to a different provider where the caller asks
Cancellations requested on the call
New patient registrations and updates to contact details
A summary of the call, kept with the appointment

Every write is logged and can be undone.

What 2care never touches

Clinical notes, which are never read or written
Results, which are never retrieved or read out: those calls go to your team
Medication requests, which are taken down and passed on, never granted or changed
Anything outside the access your practice authorised

Beyond the booking

Your line is answered around the clock: after hours, over lunch and through the morning rush. Calls are answered and booked as they arrive instead of becoming a voicemail list. See after-hours and lunch cover.

On top of the booking, insurance and eligibility checks, intake follow-up and recall outreach run and are written back. Anything clinical is routed to a person. See eligibility checks before visits.

Questions

We already use NexHealth for online booking. What does 2care add?

The phone. NexHealth handles the patients who book themselves online, and 2care answers the ones who call, booking them into the same schedule through your NexHealth connection.

Will phone bookings stay in sync with our online ones?

Yes. 2care reads live availability and writes back through your existing connection, so calls and online bookings land on one calendar without conflicts.

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