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

Pre-Op Instruction Concierge

Automate NPO reminders, medication holds, and arrival logistics so surgeons start on time.

When to run this playbook

Patients forget medication holds and use.

Caller journey (high-level)

01

Procedure library

Katie stores surgeon-specific instructions and shares them proactively.

02

Reminder sequence

48h and 24h reminders outline fasting, driver requirements, and check-in process.

03

Escalation

Concerned patients can request a nurse call with one tap.

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.