Guidelines for Monitoring Daily Schedules in Slack

Description: 

Daily schedule updates/additions/cancellations will be communicated in Slack using the @city tag, notifying both Medical Coordinators, City Managers and District Managers, who will then filter the information to the medical team.

‍

Procedure:

@se is used to ping all Scheduling Experts (SE).

• Scheduling Experts main priority is to fill gaps in team’s schedules over the next 48 hours to help maximize # of appointments for the team’s day.
• The @SE tag is used by the TLs and BAs only.

@cs is used to ping the Customer Support Team (CS). Used to flag:

• Customer Escalations (No-Shows, Do Not Book, Customer Feedback, etc).
• Appointment Reschedules (Including DVM Call-outs).
• Requests for Records.
• If a request is made to any teams outside of their standard Hours of Operation, a team member will respond once they are back in the office.
• If it is urgent or requires immediate attention (i.e. the team is at an appointment and needs a pet added, contact details looked up for an appointment currently happening, etc.), please ensure a message is sent in the appropriate City Channel and @BA, who can assist if possible.

‍

‍Reference docs:Team Communication Protocols, Call Transferring & Slack 101 User Guide (Master)