FAQ - Support and technical related questions
How do I setup the time my practice is available for the online form?
Log into your bitebank account and Go to>Appointments>Time Off Settings>Add time off (located at the top right).
When do patient reminders get sent to the patients?
Patient reminders are sent 2 days prior the appointment day.
What if the patient does not have an email address?
The online form requires an email address be entered. They can call in the appointment and then simply enter it manually in the PMS, sync Nexus™ and it is there.
I don’t see any desktop alerts (pop-ups):
In the Nexus™ software, open up the ‘settings > Preferences > General’. Please check that desktop alerts are ‘on’. If they are ‘off’ desktop alerts will not appear. Pop-up events occur during the auto-sync or after a manual sync.
What is the “bridge”?
The bridge is your account portal. To log into your account’s bridge visit http://bitebankmedia.com/login/
How can I add a location to my Bitebank account?
Adding a location to your Bitebank account is easily done by logging into your account
Appointments>Location settings>Add practice location>Fill out the required information.
You can login your account here (choose the “bridge” option): http://bitebankmedia.com/login/
How can I add a location to Nexus™?
In order to add a new location to Nexus™ you would want to uninstall then reinstall Nexus™. Please contact support if you have questions or concerns.
How do I know what version of Nexus™ I am running?
Type in the search box of Nexus™ at the top right hand side the following “:info” (without the quotations)
Why don’t I see appointments in my Practice management Software in the Nexus™?
Only appointments that belong to the providers that were selected during the installation of Nexus™ will show up. To change these providers, please uninstall and reinstall the Nexus™.
Why don’t I see the practice location I want to select during the installation of the Nexus™?
Please make sure that this location is added in the ‘Bitebank bridge (admin control panel)l >Appointments > Location’ section prior to installing the Nexus™.
Why is the practice location not shown in the Real Time Booking Form?
Please make sure that the location is set to active in the Bitebank control panel under the ‘Bitebank bridge (admin control panel)>Appointments > Location’, otherwise the patient will not be able to select this location.
An appointment shows up as Conflict in the Nexus™ Software, but it is not a conflict:
If it is at the same time and date, Nexus™™ will recognize it as a conflict appointment, at which point the practice will have to take manual steps to change the information in the PMS to match the information in the submitted appointment.
What if my Practice has multiple doctors?
During the installation of Nexus™ you have the ability to choose which providers you wish to sync with. The real-time booking engine reads the data that is in the PMS. Even with multiple doctors or chairs, if there are no time slots available Nexus™™ will not allow a patient to request a booking.
Can I sync to more than one location?
The locations you can sync to are edited within the bridge (Bitebank bridge (admin control panel)), one cannot sync to more than one location. To change the location to sync one needs to uninstall then reinstall the application again. Contact our support team if you have any questions.
Can I still enter appointments directly in the PMS still?
Yes you can enter confirmed or unconfirmed appointments in the PMS and Nexus™ will log them on the next sync.
What happens if I delete an appointment in the PMS, how does Nexus™ respond?
If an appointment is deleted in the PMS, Nexus™ will also remove the appointment completely on the next sync.
What happens if I cancel an appointment in the PMS?
A cancelled appointment will have a grey “X” and remain logged in Nexus™ as a cancelled appointment after the next sync.
How long does it take so sync to my PMS?
The first sync can take several minutes or longer upon first install depending on how many appointments there are in the PMS. Each additional sync will be much quicker than the initial installation.
What is the real-time booking online form appointment process?
For details on the appointment process please see our manual (link to manual). In short these are the steps
1) Patient creates an appointment through the online form.
2) Patient receives notice that their request is pending.
3) A Pop-up notification in Nexus™ appears, office administrator approves the appointment.
4) Patient confirms the appointment.
5) Pop-up notification in Nexus™ appears and the admin puts the appointment in the PMS.
(If an appointment is created first in PMS, Nexus™ will update with that information on the next sync)
How often will pop-up alerts appear in Nexus™?
You can manually sync to get an immediate update to changes in the PMS or the online booking engine. Nexus™ will automatically sync depending on your settings under settings>preferences>sync frequency.
Does Nexus™ send international text messages?
Currently phone numbers outside of Canada and the U.S. are not supported as of August 1st, 2013
Can Nexus™ start automatically when I turn on my computer?
Yes, simply click the box in the preferences. Go To>preferences>General>click “Start Notification Nexus™ when system starts up”
Can I customize the messages and notifications I send?
Yes, within bridge you can customize the messages. Log into your online account (bridge) then go to> Appointments>Auto messages>Settings (top right corner)>Save
How do I control the sound alerts?
In Nexus™ Go to>Preferences>General>Choose Sound alerts “off” or “on”
How do I see only pending, approved, canceled or confirmed appointments?
To see appointments of one single status such as pending, click the pending red oval button at the bottom of left Nexus™.
How do I confirm an appointment that is pending?
Please refer to our general overview
How do I turn off a service that is temporarily unavailable?
Go to the Bridge>Appointments>Services>click on the service’s checkbox>Hide