Front desk spends hours dialing missed appointments.
MedFrontDesk Playbook
No-Show Recovery Calls
Automate rescheduling outreach when patients miss appointments to reclaim lost slots.
When to run this playbook
Providers see half-empty calendars.
Patients feel awkward rebooking after missing.
Caller journey (high-level)
01
Trigger automation
No-show in the EMR triggers a Katie outbound call or SMS with rescheduling options.
02
Offer next best slot
AI checks templates and proposes the next available time.
03
Escalate complex
If a human touch is required, Katie logs context + sentiment for staff.
Triage categories & actions
| Category | Example calls | Notification | Target callback | Caller messaging |
|---|---|---|---|---|
| Emergency | Chest pain, stroke, trauma. | 911 / ER | Immediate | Call 911 or go to the ER now. |
| Urgent clinical | Worsening postop pain, severe symptoms. | On-call provider | < 15 min | Provider calls back within 15 minutes. |
| Routine clinical | Refills, mild symptoms, referrals. | Daytime team | Next business day | Care team follows up on the next business day. |
| Non-clinical / admin | Scheduling, billing, paperwork. | Admin queue | Next business day | Front desk follows up when the office reopens. |