Customer Support

• Respond to patient replies triggered by reschedule notifications (SMS/email) following Midi Scheduling Team SLAs
• Engage with patients to identify appointment options that meet their availability and preferences via text, phone, or email
• Modify, cancel, and rebook appointments in Athena following Midi scheduling protocols
• Coordinate with the core Scheduler team on open time blocks, waitlists, and escalations
• Monitor and respond to scheduling-related Zendesk tickets and internal Slack threads
• Complete additional administrative tasks or special projects as assigned by the Scheduling Supervisor or the Practice Manager
• Serve as the frontline communicator between patients and clinical operations
• Support live patient rescheduling inquiries, ensuring swift resolution and a positive experience

Patient Scheduling Support Representative

Customer Support Supervisor

Customer Service Representative

Customer Support Associate

Veterinary Customer Service Representative

Branch Customer Service & Sales Representative