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Chapter 1: Introduction

• Session Objective:

  • Understand the workflow for setting appointments as a contact center user.

  • Use components built for hospital view but adapted for the central view.

• Scenarios:

  • Booking appointments can be divided into two scenarios:

    1. For known clients/patients.

    2. For new clients.

• Known Client Workflow:

  • If a user (e.g., a contact center agent) receives a call from a known client like Frederick to book an appointment for a pet:

    • The agent uses the client search feature to locate Frederick's account on the client dashboard page.

    • They may encounter variations in system limitations between Banfield (can search clients across the entire ecosystem) and VCA (limited to within its hospitals).

    • The booking can occur from the patient’s home hospital or on the road.

• Hospital Selection:

  • Knowledge of the pet’s associated home hospital is critical, particularly if the pet requires an appointment outside of its home location due to travel.

  • Agents can adjust their selection based on real-time locations using postal codes to find nearby hospitals not limited to the home hospital.

  • The system will assist in providing a selection of hospitals based on distance from the given ZIP code.

• Appointment Visibility:

  • If an animal hospital doesn't allow the call center to book appointments on behalf of clients, those times will appear as disabled.

  • A map can be provided to help the client navigate to the chosen hospital location.

Chapter 2: Know The Doctor

• Selecting Veterinarians:

  • When booking, if multiple slots are available, the agent can select a veterinarian, with information available upon hovering their name.

  • Doctors' information should ideally be available for single-slot selections too, to prevent potential issues with client preferences against particular doctors.

• Doctor Preferences:

  • Some pets may have preferences regarding the gender or style of a veterinarian they are comfortable with, which should be noted to prevent booking issues.

  • The introduction of warnings based on booking criteria (e.g., weight limits for certain doctors) could help streamline the process.

• Information Sharing:

  • It may be beneficial for clients to see doctor preferences and histories regardless of their preference, aiding decision-making.

Chapter 3: The Select Hospital

• Hospital Selection Process:

  • It's crucial to differentiate between call center operations and hospital booking:

    • Call center agents will utilize an Appointment Finder instead of a schedule calendar view.

• Icons:

  • A new icon is suggested for appointment finder functionality to prevent confusion with the hospital calendar view.

• Hospital Queries:

  • Hospital users should have direct access to appointment booking without needing to adjust their home hospital unless necessary.

Chapter 4: Know The Client

• Client Introduction:

  • Similar processes exist for new clients and current clients, beginning with hospital searches and potentially leading to patient account creation.

• Account Creation Workflow:

  • Clients must create accounts with their basic information to proceed with booking appointments.

  • The interface should ideally allow a seamless transition from hospital search to account creation.

Chapter 5: Find A Hospital

• Understanding Client Needs:

  • Clients may require different approaches depending on availability, with recent hospital views assisting in swift service.

  • Importance of ensuring the accuracy of client data before locking in appointments.

• Hospital Accessibility:

  • The interface must allow agents to facilitate bookings even for non-client inquiries, ensuring a smooth experience for potential new clients.

Chapter 6: Know The Spreadsheet

• Geolocation Requirements:

  • Geocoding services for ZIP codes are crucial to facilitate accurate hospital searches based on client location.

  • The implementation of a geocoding service to fetch latitude and longitude data for hospital location is necessary.

Chapter 7: Conclusion

• Future Meetings:

  • Ongoing discussions with key stakeholders (e.g., Steve's team) will help identify best practices for handling clients across multiple hospital locations, refining user workflows.

• Visibility and Prototyping:

  • It's important to visualize the proposed appointment booking processes to ensure clarity in user functionality and improve client experiences.