Education Library
Troubleshooting Guide: Online Scheduling with RSI and Modernizing Medicine
Common Issues and Solutions
1. Provider Not Appearing in RSI Provider List
Issue: The provider I want to make available is not showing in my RSI provider list. Resolution: The providers displayed in your RSI portal are pulled directly from Modernizing Medicine through API integration. The list includes all active and inactive providers and should match exactly what appears in your ModMed account.Important Notes:
- You cannot manually add providers in RSI
- All provider changes and updates must be made in Modernizing Medicine
- Changes made in ModMed will be reflected in RSI the following day
Action Steps:
- Log into your Modernizing Medicine account
- Verify the provider is set up correctly in ModMed
- Ensure the provider status is set to “Active”
- Wait 24 hours for the changes to sync to RSI
2. Appointments Not Showing in the Scheduler
Issue: Some appointments are not appearing in the online scheduler despite proper configuration.Initial Verification:
Before proceeding with troubleshooting, confirm the following settings are enabled:- Provider is enabled for Online Scheduling
- Provider is enabled for all relevant locations
- All desired appointment types are selected
- Business hours are configured correctly
Most Common Cause:
If all the above settings are verified and availability is still incorrect, the issue is typically related to inaccurate scheduling templates in Modernizing Medicine.Action Steps:
- Review your scheduling templates in ModMed for accuracy
- Ensure templates reflect the correct:
- Time blocks
- Appointment durations
- Break times
- Available days
- Verify there are no conflicts or overlapping restrictions
- Make any necessary corrections to the templates
