Patient Scheduling Support Representative

Real-Time Patient Communication:

• 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.
• Provide empathetic and informed support via text, phone, or email.

Scheduling Workflow Support:

• Apply Midi’s scheduling logic, appointment types, time zone complexities, and clinician availability.
• Modify, cancel, and rebook appointments in Athena following Midi scheduling protocols.
• Coordinate with the core Scheduler team on open time blocks, waitlists, and escalations.

General Operations Support:

• 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.