Client Scheduling and Management Software

The Vendor is required to provide a robust, scalable software solution to automate and optimize its appointment scheduling and client intake processes.
- To effectively achieve this mission, it is essential that we have a client scheduling system that can efficiently manage a high volume of appointments and seamlessly connect clients with our staff resources.
- This solution will support operational efficiency for a multidisciplinary team, including Specialists, Managers, and the Application Initiation (AI) Intake Team.
- The primary objective is to reduce manual data entry, enhance real-time visibility into staff schedules, and improve reporting capabilities across the organization.
- Managers maintain staff availability within the system and appointments can be booked either with the next available staff member or a specific individual, based on availability.
- Each appointment captures key information such as appointment type and client details.
- After service delivery, Specialists update the appointment status in the system (e.g., completed, no-show), and client data is retained to facilitate future scheduling. Reporting tools are currently used to review historical appointment data and service trends.
- The transition is expected to begin with a clean slate for client records to improve data quality and streamline system implementation.
- Workflow
•    Ability to support a minimum of 150 concurrent users 
•    Expected to have minimum service interruptions
•    The user interface (UI) and user experience (UX) must be intuitive, requiring minimal training for non-technical users. 
•    An intuitive navigation flow to reduce time-consuming tasks like setting up schedules and finding client templates.
•    Ability to provide a robust scheduling interface that allows for the creation and modification of team schedules by authorized managers.
•    Ability to allow users to view the schedule in various formats, including daily, weekly, and monthly views, with the ability to toggle between them.
•    Ability to prevent double-bookings by verifying availability before an appointment is confirmed.
•    Ability to enable the intake team to schedule appointments automatically based on a specialist's availability.
•    Ability to automatically select the next available specialist for an appointment while also providing the option to choose a specific specialist.
•    Ability to support the creation of customizable appointment types (e.g., intake, specialist) and allow teams to organize and view calendars based on their specific team.
•    Ability to include functionality for staff to mark appointments with statuses such as 'no-show' and 'complete'.
•    The user interface (UI) and user experience (UX) be intuitive and requiring minimal training for non-technical users. 
•    The solution should feature an intuitive navigation flow to reduce time-consuming tasks like setting up schedules and finding client templates.
•    Ability to securely store and display client information, including but not limited to: demographics, program details, and case notes.
•    Ability to have checks in place to prevent staff from creating multiple records for an existing client
•    Ability to provide tools for staff to easily access a client's past appointment history, including meeting dates and cancellation/rescheduling details.
•    Ability to capture and timestamp all user actions for a clear audit trail.
•    Ability for the system's functionality to customize fields and make certain data elements required.
- Notification and Reminders
•    Ability to send automated appointment confirmations and reminders to clients via both text messages and email. 
•    Ability to allow an option to not trigger a notification for certain appointments. 
•    Ability to allow staff to create and save custom text and email templates for different teams and appointment types. 
•    Ability to send instant notifications to clients when an appointment is moved or rescheduled. 
- Reporting and Analytics
•    Ability to provide a robust reporting suite to generate real-time data on key metrics, including but not limited to: No-show rates and cancellation rates, total number of appointments booked and completed, and daily, weekly, and monthly appointment volume. 
•    The system shall provide a secure, documented API enabling direct, real-time programmatic access application data for reporting OR a should be able to generate the data in a file on a scheduled cycle 
•    Integration
•    Ability for the solution to integrate with external systems to read or update data from those systems to reduce duplicative data entry
•    The System must facilitate a secure, user-level  authorization flow to allow individual users to connect their private Google Calendar account for the purpose of synchronizing availability and scheduling information
- Security
•    Ability to protect sensitive client data (demographics, case notes, etc.) and comply with all applicable data privacy and security regulations. 
•    The ability for staff to log in using our Single Sign-On product (Okta) or support a SAML authentication method that Okta can utilize
•    Ability to support granular user access levels based on roles (e.g., Manager, Specialist, and AI Intake Team).

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: December 17, 2025