Appointment status borders on the Schedule act as visual workflow cues that allow clinic staff to instantly see where each appointment is in its lifecycle from confirmation to payment.
Some of these statuses can be manually updated by clinic staff and are designed to support communication between front desk, practitioners, and billing teams.
Why Status Borders Exist
Status borders provide a fast, visual way for clinic teams to:
- Coordinate between front desk, practitioners, and billing staff
- See appointment progress at a glance
- Reduce the need to open appointments just to check status
Status Borders at a Glance
- Cancelled: Appointment was cancelled
- Confirmed: Appointment manually confirmed by clinic staff
- Arrived: Patient has arrived; appointment is ready for invoicing
- Complete: Appointment finished, not yet billed
- Billed: Invoice created; payment still outstanding
- Paid: Invoice fully paid
- Billing Error: Telus eClaims may have rejected the claim; requires review
Status Definitions Explained
Cancelled
The appointment itself was cancelled
- Cancelled appointments remain on the Schedule (or not) based on your General System Settings
Confirmed
The clinic has confirmed the appointment with the patient ahead of time.
- Manually updated by the clinic
- Not updated automatically by reminders or system actions
- Used when staff call or otherwise directly confirm attendance
Arrived
The patient has arrived at the clinic.
- Updated by the front desk or another staff member
- Alerts practitioners and staff that the patient is on site
- Signals to Juvonno that an invoice will need to be created
Completed
The appointment has finished, but has not yet been invoiced.
- Updated by the practitioner
- Communicates to administrative staff that treatment is complete
- Billing and payment have not occurred yet
Billed
The appointment has been billed to the patient and/or a third party (e.g., insurance).
- If a third-party payment is outstanding, the appointment will remain Billed, even if the patient has paid their portion
- If the patient has not paid their portion, the appointment will also remain Billed
- Indicates an invoice and outstanding balance still exists
| Note: Third-party payments are paid by the insurance company directly to the clinic’s account and are received based on each company’s payment schedule (e.g., Blue Cross, TELUS eClaims, etc.). Appointments will remain Billed until these payments are received and updated in Juvonno. |
Paid
The invoice has been paid in full.
- All patient and third-party payments have been received
- No outstanding balance remains
Billing Error
This is a TELUS eClaims error. An issue occurred during the billing process that prevented the claim from being completed successfully.
- Payment has not been confirmed by the third-party
- Claim may be Rejected or Acknowledged - refer to the EOB for additional details
- Option to manually change this border status to Billed after the error is reviewed
Common Misconceptions
“Billed means the patient paid.”
No, Billed only means the invoice was created. Payment may still be outstanding from the patient, insurance, or both.
“If the patient paid their portion, it should show as Paid.”
Not if there’s a third-party payment still pending. The appointment remains Billed until all payments are received.
“Statuses update automatically.”
Most appointment statuses are manually updated by clinic staff as part of daily workflow.
Further Reading
If you are interested in customizing the colours of your borders, check out this article.