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

Insurance Verification Auto-Capture

Collect insurance cards, DOB, and coordination-of-benefits details before a human touches the ticket.

When to run this playbook

Staff chase insurance info for days.

Patients can’t remember plan IDs when asked.

Eligibility checks stall appointment booking.

Caller journey (high-level)

01

Document upload

Katie texts a secure link for front/back card photos and stores them with the call record.

02

Coverage logic

AI asks coordination-of-benefits questions so billing doesn’t rework claims later.

03

Eligibility handoff

Payload feeds eligibility tools or staff queue with everything they need.

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.