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

Lab Results Callback Organizer

Keep lab-result chasers out of the nurse line. Katie verifies identity, communicates policies, and routes only what needs a nurse.

When to run this playbook

Patients spam phones for results posted to the portal.

Nurses lose track of callbacks when sticky notes pile up.

Voicemail box hits capacity every afternoon.

Caller journey (high-level)

01

Identity verification

Katie confirms two identifiers and the ordering provider before sharing next steps.

02

Smart messaging

If results are in the portal, Katie walks patients through accessing them and offers a nurse callback only if needed.

03

Escalation with context

Urgent flags escalate with full context—including lab, date, and symptoms—to the nurse queue.

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.