On shift
My schedule
Publish the hours patients can book, change or reduce them, connect Google Calendar, choose your Preferred Protocols, and add a state licence or DEA.
My schedule opens your own profile, where you publish the hours patients can book for SYNC (video) visits and keep your calendar, protocols and licences current. Left menu → My schedule, near the bottom. Provider; Provider Network Admins edit a provider's hours from SYNC Visits.
Questions people ask
Can I set the same weekly hours for months ahead without clicking each date?
Yes. On Weekly hours, set each weekday once; it saves on its own. The hours repeat for the next 8 weeks and roll forward. On Specific dates, Weekdays this week and Weekdays next week fill a week at a time.
Why does changing my hours need approval? Can that step be removed?
Only reductions need approval, and it's a network choice. A Provider Network Admin can turn on Allow provider availability reductions in Settings → Operations.
Can I choose which Google calendars block my availability?
Yes. After connecting, pick them under Check busy time on on the Google Calendar card.
My licence was renewed. How do I update it?
Add it under Credentials → Add New License with the new expiration date. It shows Pending until your Provider Network Admin verifies it.
Why doesn't one of our providers show a schedule?
They haven't saved any hours, or they haven't finished onboarding. Ask them to add hours in My schedule, or set them yourself from Active Providers → Schedule.
Where to find it
Left menu → My schedule. Admins open Providers → the provider → Scheduling.
Who can use it: Provider edits their own schedule; Provider Network Admin manages provider schedules. Location: your provider profile.
What you can do here
- Add your hours
- Change or reduce hours
- Connect Google Calendar
- Choose the protocols you see
- Add a state licence or DEA
- Edit a provider's hours (admins)
Add your hours
Use this when patients need to book video visits with you. Async chart reviews don't use your hours.
Open Scheduling
Click My schedule. The profile opens on Scheduling → Manage availability.
Choose how to set hours
Pick Specific dates to set hours for dates you choose, or Weekly hours to repeat the same hours each week. The page remembers your choice.
Weekly hours: set each day
Switch on each weekday you work and set its start and end times. Use the plus icon beside a day for another time range. Days that are off read Unavailable.
Copy a day’s hours if needed
Click the copy icon beside the day. In Copy times to…, tick the destination days, then click Copy times.
Override a date when needed
Under Date overrides, click Add override.
Pick dates under Which dates?. Turn on Mark unavailable (all day) for a day off, or enter different hours. Click Add override in the dialog.
Weekly hours save as you change them. All changes saved confirms the save. They repeat for the next eight weeks and roll forward.
Specific dates: pick the dates
Click dates on the calendar, or use Weekdays this week or Weekdays next week to select the remaining weekdays. Clear empties the selection.
Specific dates: set the times
Click Set hours (it shows the number of selected dates). Set each start and end; Add range adds another stretch. The dialog lists the network's open hours for each date. Click Set hours.
You'll know it worked when the page reads All changes saved for weekly hours, or the toast reads Hours set for the number of dates, and the hours appear under Upcoming availability. Weekly hours carry a Weekly tag there. If the weekly hours didn't load, the page says Weekly hours didn't load; click Try again before editing so you don't overwrite saved hours.
Who can do this: Provider, on their own profile. Hours must sit inside the network's Provider network Operating Hours, shown on the same screen. You enter times in your time zone; the rule is checked in the network's.
Change or reduce hours
Use this when your hours for a date change.
Select the date
On Specific dates, click a date that already has hours, then Edit hours. For a repeating change, edit the day under Weekly hours; it saves on its own. To stop the repeat, switch off the Weekly hours toggle and confirm Turn off weekly hours?; upcoming hours made from the schedule are removed, and dates you set yourself stay.
Save the change
Adjust or remove ranges and click Save changes. To remove one day's hours, click the trash icon beside it under Upcoming availability and confirm. Hours that have already started show Started and stay as they are.
You'll know it worked when the toast reads Hours updated, or the page reads All changes saved for weekly hours. If you cut hours and your network requires approval, you'll see New hours were added. Reduced hours remain unchanged until admin approval.
Who can do this: Provider. Added hours apply at once; reductions go to your Provider Network Admin unless the network turned on Allow provider availability reductions.
Connect Google Calendar
Use this so booked visits land in your calendar and your busy time can't be booked.
Open Overview
In your profile, click Overview and find the Google Calendar card. The Dashboard's Set up calendar gets you to the same connection.
Connect
Click Connect Google Calendar and sign in with Google. Then choose the calendar under Write new visits to and the ones under Check busy time on.
You’ll know it worked when the card shows Connected or Availability protected.
| Calendar status or action | What it means |
|---|---|
| Reconnect required | Sign in again. The card says Reconnect to update availability. Previously imported busy times are still blocked. Auto-sync and calendar choices are disabled until you reconnect. |
| Availability paused | Auto-sync is off. |
| Disconnect | Previously imported busy times remain blocked. The confirmation reads Google Calendar disconnected. Previously imported busy times remain blocked. |
Who can do this: Provider, on their own profile.
Choose the protocols you see
Use this to hide protocols you don't treat from your async To Do list.
Open Capabilities
Click Capabilities. Preferred Protocols lists every protocol, all ticked unless you opted out. Filter with All Categories, All Types or All Selections.
Untick and save
Untick what you don't treat, then click Save preferred protocols.
You'll know it worked when the toast reads Preferred protocols updated. Opted-out protocols disappear from My protocols on ASYNC Visits; you can still claim them under All protocols.
Who can do this: Provider, and their Provider Network Admin.
Add a state licence or DEA
Use this when you get licensed in a new state, renew, or need to prescribe controlled medications.
Open Credentials
Click Credentials. Your licences are listed with Status and Expires.
Add it
Under Add New License, fill State, License Type, License Number and Expiration Date, upload the image or PDF, and click Add. For a DEA, type it in DEA Number and click Save DEA.
You'll know it worked when the toast reads License submitted for review. It shows Pending until your Provider Network Admin verifies it; only verified licences let you claim.
Who can do this: Provider. NPI changes go to your admin through Request change.
Edit a provider's hours (admins)
Use this to set hours for a provider, or to answer a reduction request.
Open their schedule
SYNC Visits → Active Providers → Schedule on the provider's row. The same editor opens for that provider.
Approve reductions
Reduction requests arrive in Notifications → Availability with Approve and Reject.
You'll know it worked when the provider's Upcoming Availability shows the new hours.
Who can do this: Provider Network Admin.
Statuses you will see
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Connected | Google Calendar is linked to your profile | Provider | Nothing. |
| Availability paused | Auto-sync is off, so busy times stop updating | Provider | Switch Auto-sync back on. |
| Reconnect required | Google no longer authorises the connection | Provider | Click Reconnect and sign in with Google. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| must stay within network hours in your timezone (one line per date) | The default 9:00 AM to 5:00 PM falls outside the network's hours | Set times inside the open hours listed in the dialog. |
| Your reduction didn't apply | Your network approves reductions | Wait for your Provider Network Admin, or ask them to approve it. |
| We couldn't complete that action. Please try again. | The save didn't go through | Click save again. If it keeps failing, raise a ticket in Support. |
| Hours are saved but patients can't book | Booking notice, licence, client assignment or calendar busy time | Check Minimum advance booking time with your admin, your licence for the patient's state, and Google Calendar busy events. |
| A patient booked outside your hours | Known problem | Raise a ticket in Support with the visit time. |
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