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

Phone Problem Playbook

Lunch-Hour Coverage Blueprint

Stop closing phones mid-day. Katie absorbs peaks while your human team actually eats and resets.

When to run this playbook

Patients still call even when the line says you’re closed.

Voicemails balloon between noon and 2PM.

Staff rush interactions to get back to the desk.

Caller journey (high-level)

01

Schedule auto-forward

Forward phones to Katie for 90 minutes so humans can rotate breaks without guilt.

02

Offer callbacks

Katie books a promised callback window and emails/Slack summaries to the right teammate.

03

Escalate urgent symptoms

Anything clinically urgent still rings the nurse line with context.

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.