ContactBook a callGet My Score
AnswerEvery call picked up, triaged, and routed — including the ones outside office hours.
ScheduleSlots filled, cancellations backfilled, and recalls that actually go out.
IntakeDemographics, insurance, consents and history captured before the visit, not at the window.
ProcessFaxes, referrals, records and prior auth — the paperwork nobody sees and everybody drowns in.
CollectCoverage verified before the visit and balances collected after it.
GrowThe digital front door: getting found, getting booked, and getting reviewed.
ContactStaff & OperationsFront Desk Score

MedFrontDesk Playbook

Bilingual Greeting + Routing

Deliver native-language support instantly. Katie detects language preference and routes to bilingual staff or handles in-language.

When to run this playbook

Spanish-speaking patients abandon calls.

Bilingual staff get interrupted constantly.

Compliance requires documented interpretation.

Caller journey (high-level)

01

Greeting detection

Katie asks callers to select their preferred language or detects it automatically.

02

Script parity

All flows—from scheduling to refills—exist in English and Spanish (or others).

03

Escalation

When humans step in, Katie summarizes intent + language so staff jump right in.

Triage categories & actions

CategoryExample callsNotificationTarget callbackCaller messaging
EmergencyChest pain, stroke, trauma.911 / ERImmediateCall 911 or go to the ER now.
Urgent clinicalWorsening postop pain, severe symptoms.On-call provider< 15 minProvider calls back within 15 minutes.
Routine clinicalRefills, mild symptoms, referrals.Daytime teamNext business dayCare team follows up on the next business day.
Non-clinical / adminScheduling, billing, paperwork.Admin queueNext business dayFront desk follows up when the office reopens.