Fellbrook booking exception desk routing, September
Owner: Basil Moyano. Updated Oct 1, 2026.
Desk routing at a glance
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
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. |
21 slots went unused because the reason arrived too late
Across the 46 exceptions, 21 appointment slots were left unused. In each case the reason reached the desk too late to offer the slot to someone else. For the 9 cancellations the front desk learned of the reason on the day, when the person was already at the location, so the slot could not be refilled. The reason was known centrally; the front desk learned it last.Consequence. An unused slot is capacity no one can recover, and the desk repeats the same explanation at the counter. Ask. Basil Moyano and Rohan Bhattacharya apply the 16:00 rule to every open exception and review the unused slot count with Yolanda Prentiss on Oct 13.
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
Who is on the desk
Demo client portal. Alderpoint Wellness Group, Fellbrook Community Credit Union, the people and every figure are fictional sample data. Built on FuseBase.