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

Prescription Refill Screener

Route refill chasers into a structured workflow so clinicians only see requests that follow policy.

When to run this playbook

Patients call multiple times about the same refill.

Nurses spend hours collecting pharmacy info.

Dashboards don’t show repeat callers.

Caller journey (high-level)

01

Collect identifiers

Katie validates DOB, medication, pharmacy, and last visit before escalating.

02

Policy reminders

AI reminds patients of refill windows and portal options before they wait on hold.

03

Ticket routing

Structured payload lands in inbox/EHR so nurses sign off without callbacks.

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.