Booking and rebooking
Visit-type rules, provider constraints, and new-versus-established logic decide whether a booking is correct or creates work later.
Pillar 02
Schedule
Slots filled, cancellations backfilled, and recalls that actually go out.
Scheduling is where the phone line turns into revenue. A slot that goes unfilled cannot be resold afterward, and a recall that never gets made is a patient who quietly stops coming.
Most of this is solved by answering well. Some of it — utilisation analytics, template optimisation, no-show prediction — is a different kind of tool, and we are honest below about which is which.
What this covers
The no-show problem
No-show rates stay stubborn because reminder calls are the first thing dropped when the phones are busy — which is exactly when no-shows rise.
In depth
Utilisation
Waitlists and Cancellation Backfill
Turning a cancelled appointment into a filled one before the slot passes.
Retention
Recall and Overdue Follow-Up
Getting patients back who are due for a follow-up, a screening, or an annual visit.
Utilisation
Reducing No-Shows
Moving a no-show rate that has not responded to reminders so far.
Accuracy
Booking Rules and Visit Types
Getting the right patient into the right slot length with the right provider.
Access
Same-Day and Urgent Appointment Slots
Holding capacity for patients who need to be seen today without wrecking the schedule.
Utilisation
Finding and Filling Schedule Gaps
The empty twenty minutes at 2:40pm that nobody notices until the day is over.
Retention
Appointment Reminder Timing and Cadence
How many reminders, how far ahead, and on which channel.
Utilisation
Provider Schedule Templates
The grid that decides how many patients a provider can actually see.
Policy
Cancellation and No-Show Policy
What you charge, what you forgive, and how it is communicated.
What we solve, and what we don't
Booking by phone, cancellations, reminders, waitlist backfill
Available nowHandled as part of MedReception.ai call handling — booking follows your configured rules, and cancellations trigger the waitlist on the same call.
Recall lists and overdue follow-up campaigns
In developmentPartially covered by outbound calling today. A dedicated recall engine with overdue tracking is on the roadmap.
Schedule utilisation analytics and template optimisation
We don't solve thisWe do not solve this. It is a practice-management reporting problem, and your PM system or a dedicated analytics tool is the right place to look.
No-show prediction scoring
We don't solve thisWe do not offer predictive scoring. Reminder coverage moves the rate further than prediction does for most practices, so start there.
Where does this rank for your practice?
The Front Desk Opportunity Scan estimates the staff hours and revenue behind each of the six pillars using your own numbers, then tells you which to fix first. Your score appears before we ask for anything.
The other five
Answer
Every call picked up, triaged, and routed — including the ones outside office hours.
Intake
Demographics, insurance, consents and history captured before the visit, not at the window.
Process
Faxes, referrals, records and prior auth — the paperwork nobody sees and everybody drowns in.
Collect
Coverage verified before the visit and balances collected after it.
Grow
The digital front door: getting found, getting booked, and getting reviewed.