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

Billing Question Containment

Keep financial calls organized. Katie explains statements, captures disputes, and routes high-value concerns to the RCM team.

When to run this playbook

Billing questions interrupt schedulers.

Patients need context about statements.

RCM teams see incomplete notes.

Caller journey (high-level)

01

Statement lookup

Katie verifies patient + encounter, then references billing SOPs.

02

Self-serve guidance

Patients can pay, set up plans, or request itemized statements without waiting.

03

Escalation

Disputes or complex payer issues go to RCM with transcript + categorization.

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.