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

Referral Intake Fast-Track

Stop losing referrals to voicemail. Katie captures every detail and books next steps instantly.

When to run this playbook

Specialists miss time-sensitive referrals.

Staff chase faxed notes and call referring offices back.

Providers complain about incomplete information.

Caller journey (high-level)

01

Dedicated prompt

Katie recognizes referring offices and switches to a scripted data capture flow.

02

Document intake

Referring coordinator uploads fax/email via secure link tied to the call summary.

03

Immediate confirmation

Referring office receives a confirmation text/email so they know the patient is scheduled.

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.