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

Urgent Care Queue Balancer

Urgent care phones spike unpredictably. Katie provides wait times, insurance checks, and instructions so staff can focus on walk-ins.

When to run this playbook

Queue lines reveal nothing to patients.

Staff relay the same arrival instructions 100x.

Insurance verification slows everything down.

Caller journey (high-level)

01

Wait time broadcast

Katie pulls live EHR/queue data to share expected wait times.

02

Insurance capture

Collect payer, member ID, and photo uploads before arrival.

03

Symptom screening

Escalate red flags to clinicians instantly.

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.