Desk routing at a glance
State on Mon, Sep 28, 2026 46 exceptions, 8 still open 21 slots unused Internal
How each cancellation or reschedule reaches the desk with its reason and the slot it frees, in time to offer the slot to someone else, instead of the 21 appointment slots lost to late notice. Prepared by the scheduling desk lead at Alderpoint Wellness Group for the scheduling desk and the coordinator at each of the six locations. Every exception is a nonclinical one: an administrative prerequisite was unresolved. Issued Thursday, October 1, 2026.
Why bookings were moved, and how it ended
Five nonclinical reasons account for all 46 exceptions. Of the 46, 29 were rebooked within 48 hours, 9 were cancelled and 8 are still open. A consent form that was missing caused the most exceptions, then a missing insurance card, then a pending plan response.
| Reason | Exceptions | Rebooked in 48 hours | Cancelled | Still open | First owner |
|---|---|---|---|---|---|
| Consent form missing | 12 | 8 | 2 | 2 | Intake staff at the location |
| Insurance card missing | 11 | 7 | 3 | 1 | Intake staff at the location |
| Referral document missing | 7 | 5 | 1 | 1 | Intake staff at the location |
| Plan response pending | 9 | 5 | 2 | 2 | Odalys Fennimore |
| Other nonclinical prerequisite | 7 | 4 | 1 | 2 | Basil Moyano |
| All reasons | 46 | 29 | 9 | 8 |
Which weekdays lose slots
Monday loses the most slots, 7 of the 21, then Friday with 5. Tuesday loses 4, Thursday 3 and Wednesday 2. A Monday slot needs its reason on the desk by 16:00 on Friday, which is why Monday exceptions are routed first.
The exception records
The desk keeps one record for each group of Fellbrook booking exceptions, one for the intake handoffs and one for the location reports. Basil Moyano owns the booking exception records and Rohan Bhattacharya owns the handoff records. The Riverside location report waits for an owner.
Routing rules
- Reason
- One of five nonclinical reasons: consent form, insurance card, referral document, plan response or another administrative prerequisite. Clinical reasons are never routed here; they stay with the treating professionals.
- Deadline
- The reason and the permitted alternatives reach the location queue by 16:00 the day before the appointment. For a Monday slot the last business day before is Friday, so the reason must arrive by 16:00 on Friday. Rohan Bhattacharya decided this for all open exceptions.
- Who decides
- Scheduling desk staff decide whether to keep, move or cancel the booking and which options may be offered. No one at the desk chooses a booking on clinical grounds.
- Alternatives
- Each exception lists the options that may be offered: a later slot at the same location, a slot at another location, or a hold until the missing item arrives.
- Freed slot
- A cancelled or moved booking frees a slot. The desk offers it to the next person waiting before the end of that business day.
- Rebook window
- A moved booking is rebooked within 48 hours. Anything older than that is reviewed with the director of operations.
- Late notice
- A reason that reaches the desk on the day of the visit is logged as late notice, and the slot is counted as unused if it cannot be refilled.
From reason to offered slot
| Who | What they do |
|---|---|
| Location coordinator | Sends the nonclinical reason and the slot affected to the scheduling desk. |
| Scheduling desk | Decides to keep, move or cancel the booking. |
| Location queue | Receives the reason and the permitted alternatives by 16:00 the day before. |
| Next person waiting | Is offered the freed slot and accepts or declines. |
| Scheduling desk | Records the slot as filled or released. |
| Front desk | Sees the reason before the person arrives. |
Open exceptions and the next action
Eight Fellbrook booking exceptions are open. The record has a due date of Oct 13.
| Record | Client | Items | Unused slots | Owner | Next action |
|---|---|---|---|---|---|
| Booking exceptions still open | Fellbrook Community Credit Union | 8 | 8 | Basil Moyano | Review with Yolanda Prentiss on Oct 13 |
Other records feed the same review. Of 88 Fellbrook handoffs, 71 were acknowledged within one business day and 17 were reopened, due for review on Oct 9. The Riverside location report for the status week of Sep 21 waits for an owner and is due Oct 15.
Late-notice count
Before Tuesday, October 13
- Decide that open exceptions carry the reason and alternatives by 16:00 the day before. Owner: Rohan Bhattacharya, decideddone
- Carry the reason and alternatives for each open Fellbrook exception into the location queue. Owner: Basil Moyano, 16:00 the day before each appointmentopen
- Name a backup for the Riverside report. Owner: Yolanda Prentiss, Oct 5open
- Review the open exceptions and the unused slot count. Owner: Yolanda Prentiss, Oct 13open
Who is on the desk
- Basil MoyanoScheduling coordinator, Alderpoint Wellness Group, owns the booking exception records and the freed slot offers
- Rohan BhattacharyaRegional intake lead, Alderpoint Wellness Group, decided the 16:00 rule and owns the handoff records
- Yolanda PrentissDirector of operations, Alderpoint Wellness Group, reviews the open exceptions on Oct 13