Keywords: assistant, dropdown, light bar, seated, people, soft delete, restore, employee missing, show deleted, employee types, patient locator
Summary
This article explains why an Assistant may not appear in the dropdown when seating a patient for an appointment in Cloud 9. It covers three common causes and steps to restore the employee profile so they appear correctly.
Overview
When moving a patient across the locator bar from Waiting to Seated, you will be prompted to select the Assistant seeing the patient for that appointment from a dropdown list. If the Assistant's name is not appearing in that list, there are three things to check and correct. Work through each step below in order until the issue is resolved.
What Causes This Issue?
Under Edit > Setup > People, every person ever entered into Cloud 9 will have a profile. This includes patients, siblings, parents, employees, family members, emergency contacts, and more. Further, employees have a profile in Edit > Setup > Employees.
In Cloud 9, deleting a person is a soft delete. This means the person will no longer appear in dropdown lists, but their information is still stored in the system and can be restored.
When an employee leaves a practice, removing them from dropdown lists by deleting their employee or person profile makes sense. However, if an employee or person profile is deleted by accident, that person will no longer appear in dropdown lists where they should, including the Assistant dropdown when seating patients on the locator bar.
Step 1: Check if the Employee is Deleted in Edit > Setup > Employees
The first place to check is the Employees setup. To do this the user will need the Edit Employees and Edit Library Items permissions.
- Navigate to Edit > Setup > Employees.
- Click the Show Deleted button in the upper right.
- Search for the employee's name.
- If the employee appears as deleted, check the box to the far left of their name and click the Restore button at the top of the screen.
- Go back to the patient appointment and try to seat the patient again to confirm the Assistant is now showing in the dropdown.
If the Assistant is still not appearing, move on to Step 2.
Step 2: Check if the Person Profile is Deleted in Edit > Setup > People
If restoring the employee in Step 1 did not resolve the issue, the person profile may also need to be restored.
- Navigate to Edit > Setup > People.
- Click the Show Deleted button in the upper right.
- Use the Search box to locate the employee's name.
- If the profile appears as deleted, check the box to the far left of their name and click the Restore button at the top of the screen.
- Go back to the appointment and try to seat the patient again to confirm the Assistant is now showing in the dropdown.
If the Assistant is still not appearing, move on to Step 3.
Step 3: Check the Employee Type Settings
If the employee has been restored in both places and is still not showing, the issue may be with the Employee Type settings. The Assistant Employee Type may not have the Show in Patient Locator option enabled.
- Navigate to Edit > Setup > Employee Types.
- Select the Employee Type for Assistant and click Edit.
- Confirm that the Show in Appointment/Patient Locator checkbox is checked. If it isn't select it. If it is checked, unselect it, save it, and then go back in and re-select Show in Appointment/Patient Locator and save your changes.
- Log out and back into Cloud 9, or refresh the page to force a login.
- Go back to the appointment and try to seat the patient again to confirm the Assistant is now showing in the dropdown.
Still Not Resolved?
If you have worked through all three steps above and the Assistant is still not appearing in the dropdown, try clearing the cache and cookies in your browser first. For instructions, see this article: Cloud 9: Clearing Cache and Cookies. If the issue persists after clearing the cache and cookies, please reach out to Cloud 9 Support and we will be happy to help troubleshoot further.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.