Hello, Mr. Rogers. This is Sarah from Dr. Greene’s office. I see that you would like to reschedule your appointment. Is that correct?

Okay, you are all set. Is there anything else I can help you with?

Okay, great! I have you scheduled to see Dr. Greene on August 6 at 11:00 am. Please remember not to eat 24 hours prior to your appointment. Would you like a text reminder sent to the number we have on file prior to your appointment?

Does August 6th at 11:00 am work?

I would be happy to help you with that. Do you have a specific date and time in mind?

Yes, any time after August 5 and preferably in the morning.

Yes

No. Thank you.

Yes, that would be great.

Notice the seamless transition from SMS to voice and the staff member knew exactly what David needed prior to their conversation—so David did not have to repeat or explain his issue. A one-way appointment reminder turned into a two-way conversation over SMS and moved to live assistance when the patient needed it.

You are a patient of Dr. Greene’s and you have an upcoming annual physical scheduled. As a courtesy, Dr. Greene’s office has implemented an interactive appointment scheduling application which notifies patients about their upcoming appointment, gives them the option to confirm, cancel or reschedule; and connect to a live clinician or staff member if they have further questions, all through SMS.

You opted in to this service and you have used it before so you have it saved in your contacts.