how to book covid -19 dose 2 vaccination appointment call center agent · 2021. 8. 25. · validate...

How to Book Covid-19 Dose 2 Vaccination Appointment

Call Center Agent

ImmsBC User GuideAs of August 4th , 2021

MINISTRY OF HEALTH | PROVINCIAL VACCINE MANAGEMENT

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Booking a Covid-19 Dose 2 Vaccination Appointment: Overview


Process for Booking Appointment for Covid-19 Dose 2 Vaccination

C A L L C E N T E R A G E N T

Login to ImmsBC and search for the

citizen

Validate citizen’s details and check if there is an

existing confirmed appointment for Dose 2

vaccination

Book the appointment if the citizen is eligible for booking for Dose 2

vaccination

Verbally provide the Booking confirmation number to the Citizen

If citizen doesn’t exist in the system (if their Dose 1

vaccination record is not in ImmsBC), register the citizen, verify PHN, and then proceed

to Booking. To register a citizen, refer to

the How to Register a Citizen in ImmsBC User Guide.

If ineligible, ImmsBC will not allow you to book the appointment. Inform the citizen that they are not

yet eligible for booking the appointment.

The citizen will receive an appointment booking

confirmation notification via their preferred

communication channel provided during

registration.

Objectives: To book appointment for Covid-19 second dose vaccination for a citizen using ImmsBC

ImmsBC Role: Call Center Agent

Pre-Requisite: Citizen should be registered for Covid-19 vaccination and completed Dose 1 vaccination

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Eligibility for Booking Dose 2 Vaccination Appointment


A citizen will be eligible for Dose 2 vaccination appointment booking in ImmsBC if the following conditions exist in their ImmsBC record (data refreshed nightly):

• In the COVID-19 Immunization Forecast section of the citizen’s Person Account,

Dose # has the value “2”

• Recommended Date is either today’s date or before today’s date

• There is no existing Confirmed appointment record.

Once eligible, the citizen will also receive a link for booking appointment for Dose 2 vaccination via their preferred communication channel available in ImmsBC record.

If the citizen’s preferred communication channel is Phone (for Call Center Agent to call back), the citizen’s profile will display in the Citizen Dose 2 Call Back report in ImmsBC. Refer to the How to Manage Call Backs user guide for details.

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There are different scenarios when you will not be able to book the appointment for Dose 2, and you cannot override ineligibility manually in ImmsBC:

If the Recommended Date is in the future (after today’s date) or blank, it means that the citizen is not yet eligible to book the appointment. For example, if today is 2021-05-01, Recommended Date is 2021-07-20, the citizen is ineligible to book the appointment.

If you click the Appointment Scheduling tab, you will see the error message “Appointments cannot be booked as citizen is not yet eligible to book their Dose 2 appointment”.

If the Recommended Date is blank and there is a Confirmed appointment, you will not be able to book the Dose 2 appointment.

If you click the Appointment Scheduling tab, you will see the error message “Appointments cannot be booked as citizen already has an appointment or not yet eligible to book their Dose 2 appointment”.


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If the Recommended Date is in the past (before today’s date), and if there is an existing Confirmedappointment, you will not be able to book another appointment.

If you click the Appointment Scheduling tab, you will see the error message “Appointments cannot be booked as citizen has already scheduled their Dose 2 appointment”.

If the Recommended Date is today/in the past/in the future/blank, and if the citizen’s Person Account already has two Immunization Records, you will not be able to book another appointment.

If you click the Appointment Scheduling tab, you will see the error message “Appointments cannot be booked as citizen does not need additional vaccine doses at this time”.

The appointment scheduler will only be available if thecitizen is eligible to book their dose 2 appointment.


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If certain citizens with health conditions are advised to receive their dose 2 vaccination at the minimum date, use the following steps to override eligibility:

Click on Details to view the citizen’s Details Tab.

You will then need to scroll down to the Covid-19 Immunization Forecast section.

If a citizen has been referred to receive an early dose 2 vaccination, you can book an appointment on or after the minimum date. (In this example, you could book for a date on or after 1 June 2021)

Click on the Edit button (pencil) next to Early Dose 2 Reason.

Select the reason from the drop-down list.

If you select other, you will need to fill in the reason in Other Early Dose 2 Reason..

Click Save

You will then be able to book the appointment using the appointment scheduler.

| 6MINISTRY OF HEALTH | PROVINCIAL VACCINE MANAGEMENT

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Early Dose 2 booking for citizens with certain health conditions

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Booking a Covid-19 Dose 2 Vaccination Appointment

When a citizen calls to book their appointment for Dose 2 of Covid-19 vaccination, follow the steps below:

• Log into ImmsBC and navigate to the citizen’s Profileby entering the citizen’s Legal First Name/Legal Last Name/PHN/Registration Confirmation Number in the Search field.

The Citizen’s Person Account page will display. If you are unable to find the citizen’s record, it could be because the citizen is not registered in ImmsBC and have their Dose 1 vaccination record outside of ImmsBC. Refer to the How to Register a Citizen in ImmsBC user guide to register the citizen.

• After you find the citizen’s Person Account, scroll down to the COVID-19 Immunization Forecast section, and check if:

Recommended Date is today’s date or before


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You are able to refresh the forecast section in the citizen’s account page by using the Refresh Forecast button.

Click on the Refresh Forecast Button on the right of the screen.

The Covid-19 Immunization Forecast section will then be refreshed.


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• Once you validate the Immunization Forecast information, click the Related tab.

• Make sure that there is no Appointment record with a Confirmed status already.

If there is a Confirmed appointment, it means that the citizen already has an appointment booked, and you will not be able to book another appointment and will see the following message on clicking Appointment Scheduling tab:

You must inform the citizen that they already have a confirmed appointment. If the citizen needs the booking confirmation, refer to the How to Resend Registration/Booking Confirmation to Citizens user guide to send them the confirmation.


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If this is today’s date, this means the citizen just got vaccinated today.

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If there is a Completed Appointment record and Dose # is blank, you must check the Subject of the record. If the Subject has today’s date, you MUST NOT book another appointment as the citizen just got vaccinated today.

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• Once you validate that there is no existing confirmed appointment, click the Appointment Scheduling tab to book the appointment.

• The appointment scheduler will display. You will then follow the same steps you would take to book an appointment for first dose vaccination.

Refer to the How to Book Covid-19 Dose 1 Vaccination Appointment user guide for details.

When you have booked the dose 2 appointment for the citizen, please request that they bring their vaccination card with them for the dose 2 appointment.


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how to book covid -19 dose 2 vaccination appointment call center agent · 2021. 8. 25. · validate...

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