The successful change is one path. These alternatives belong to the same workflow.
Identity mismatch / someone calling for a patient
Caller: “I’m her husband. Can you just move it?”
Verify the caller’s identity and authority under clinic policy before discussing or changing the patient’s appointment. A name, relationship claim or incoming number alone does not authorize the change in this model. Resolve guardianship, minors, duplicate records and uncertain delegation with staff. Do not disclose appointment options from an unverified record.
No suitable slot / patient changes her mind
AI: “I haven’t changed your original appointment. Would you like me to connect you with scheduling?”
Use this reassurance only while the original is verified and no mutation is pending. Do not cancel just to search or substitute another provider, location or visit type without approval. A request to cancel without a replacement is a separate confirmed action, not implied by rescheduling.
Original already changed / target slot disappears
Refresh Athena immediately before the write. If someone else moved the original, resolve the current appointment with the patient. If the replacement is no longer available, offer permitted fresh options and obtain new old-to-new approval. No silent replacement.
Uncertain result / partial change / dropped call
AI: “I can’t yet confirm the change. I’m connecting you with scheduling so they can check it.”
Reconcile the submitted operation before a retry. Both bookings active, neither active or conflicting records go to staff. Never promise restoration of the old slot. A dropped call before approval makes no change; after submission, reconcile the result and follow only an approved callback or secure-message route. Reverify identity in a new session.
Linked visits / clinical timing / restricted appointment
Patient: “Is it okay to put this off another month?”
AI: “I can help with the scheduling, but I’ll need the clinical team to answer whether that timing is appropriate.”
Clinic-maintained restrictions or linked-care dependencies route to staff before an automated move. No AI assessment of whether delay is safe. Labs, procedures, referral visits, orders and preparation are not automatically shifted along with the office appointment.
Policy question / late-change fee dispute
Patient: “Can you waive the fee?”
AI: “I’ll connect you with the office to review that.”
Use only the applicable approved policy and business calendar. Do not waive a fee, invent an exception or promise coverage. If a potential fee materially affects approval, resolve or disclose it before confirming the reschedule.
Clinical concern / human or accessible assistance
Honor a request for staff. Transfer symptoms and clinical questions without assessment, triage or reassurance. A caller-stated emergency receives the clinic’s fixed emergency instruction; no AI symptom scoring. Do not imply it is safe to wait if transfer fails. Use approved interpreter, relay or accessibility support without treating disability or language as verification failure.
Portal restriction / failed reminder sync
Keep detailed appointment information inside the approved private channel. Do not switch to detailed SMS because portal delivery failed. Reconcile old and new reminder jobs with one reminder owner. An exception stays assigned to staff; it does not undo or repeat the confirmed appointment change.