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

Multi-Location Routing

Guide patients to the right campus without 5 transfers. Katie routes by provider, location, and availability.

When to run this playbook

Callers pick the wrong location constantly.

Schedulers shuffle calendars manually.

KPIs don’t show which site is overloaded.

Caller journey (high-level)

01

Location detection

AI asks intent + preferred provider, then checks open capacity per site.

02

Smart transfers

Katie transfers to the exact team (radiology, infusion, ASC) with reason and patient context.

03

Analytics

Dashboards show which sites need staffing or script tweaks.

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.