Scheduling Coordinator
What is - offer future appointments as per usual, and if the client has had 4 and less attended appointments tag the file 'NOT REBOOKED - NEW CLIENT', or 5 and more attended appointments 'NOT REBOOKED'.
It is Tuesday at 10am, you receive a return call from an inquiry that Taylor emailed. Taylor is on the phone, what do you do?
What is - take the inquiry as per our usual process, be sure to add the inquiry to our spreadsheet, and tags to the file should the client be WL or booked.
You have a question about therapist availability - who do you connect with?
Who is - Tash, and in her absence you're welcome to connect with another team member, or send a message for Tash if the response can wait.
A client has called to late cancel their appointment for today, what do you do?
What is - follow our typical processes, additionally:
1. Add this cancellation too the spreadsheet
2. Notify Tash of this cancellation and therefore open appointment via the dedicated slack channel
It's Wednesday at 7:00 pm, a client calls to return Taylor's contact following their first appointment. What do you do?
What is - ask the client when would be a good time for Taylor to return their call, and add a note to our dedicated slack channel to make Taylor aware for tomorrow.
She is the fabulous lady tagging files 'CLIENT COORDINATOR FOLLOW-UP'
Who is - Taylor.
Can you recontact an active client who has a '3rd attempt' tag on their file for an opening?
What is - these clients have already received 3 attempts at contact via Tash or the team, please do not continue to contact them regarding open appointments UNLESS they reach out to us.
A client emails to advise that they feel their clinician is not a fit for them. What do you do?
What is -
1. Move through our transfer process as per usual (gather feedback, repair, book appt directly with new clinician)
2. Re-tag the file for Taylor - 'First Appointment Booked'
3. Notify Taylor via email of the feedback at taylorq@exhaletherapy.ca
This person adds 'NOT REBOOKED' tags to client files.
Who is - you.