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

Nurse Line Relief

Give nurses their focus back. Katie manages symptom updates, portal questions, and prescription status calls.

When to run this playbook

Nurses can’t close tickets because phones never stop.

Documentation suffers when they multitask.

Patients escalate to ER when they can’t reach someone.

Caller journey (high-level)

01

Intent mapping

AI differentiates symptom updates vs. medication vs. wound care.

02

Structured logging

Each call produces a structured summary dropped into the nurse inbox.

03

Escalation filters

High-acuity signals page the nurse; routine messages wait for asynchronous review.

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.