Appointment Rescheduling Script
Step 1: Initial Greeting
Agent:
“Good morning, this is [John] calling from Zealver. I see you tried reaching our customer support. How may I assist you today?”
Step 2: Member’s Request for Rescheduling
Member:
“I want to reschedule the appointment which has been scheduled for today.”
Step 3: Verify Appointment Details
Agent:
“Okay, Ma’am/Sir. Let me first check the details of your current appointment.”
[Check the Medixcel system for the existing appointment details.]
Step 4: Ask for Preferred Rescheduling Time
Agent:
“May I know when you would like to reschedule your appointment to?”
Step 5: Member Provides Preferred Date and Time
Member:
“I want to reschedule the appointment to (day, date) at (time).”
Step 6: Check Doctor’s Availability
Agent:
“Okay, Ma’am/Sir. I need to check with the doctor’s availability on (day, date) at (time). Can I place your call on hold for 1-2 minutes while I confirm this?”
Member:
“Okay.”
[Hold and check if the doctor is available on the requested date and time.]
Step 7: Return and Provide Update
Agent:
“Thank you for holding, Ma’am/Sir.”
Step 8: If Doctor is Not Available at the Requested Time
Agent:
“Sorry, Ma’am/Sir, the doctor is not available on (day) at (time).”
Step 9: Provide Alternative Dates/Times for Availability
Agent:
“The doctor is available between (day) and (day). May I know a time that works best for you during that period?”
Step 10: If Doctor is Available at the Requested Time
Agent:
“Okay, Ma’am/Sir. We can reschedule the appointment for your preferred (day, date) at (time).”
Step 11: Confirm Rescheduled Appointment
Agent:
“Let me reconfirm the details: Your appointment will be rescheduled for (day, date) at (time). Is that correct?”
Member:
“Yes, that’s correct.”
Step 12: Final Confirmation
Agent:
“Perfect! Your appointment has been successfully rescheduled for (day, date) at (time).
Is there anything else I can assist you with, Ma’am/Sir?”
Step 13: Closing the Conversation
Member:
“No!”
Agent:
“Thank you for contacting Zealver, Ma’am/Sir. Have a nice day!”
Mail Draft for Appointment Rescheduling
Dear OPS TEAM,
We received a TAT call from one of the member of (corporate), (member name) requesting to reschedule his (eg. Doctor Consultation) appointment
Appointment scheduled : (on which the appointment is scheduled)
To Rescheduled on : (The day and time mentioned by the member)
Here are the details for your reference:
Member Name:
EHR ID:
Please let me know if you need any further information.