Every call your front desk takes, and what Amy does with it.
12 of the calls a practice gets every week: the price question, the reschedule, the toothache at 11pm, the one nobody answered. Each page shows what happens today, what Amy does instead, and where she stops and hands off to a person.
New patients
What happens when a new patient calls asking how much it costs?
The most common first call, and the one most likely to go unanswered.
Scheduling
What happens when a patient calls to reschedule?
Amy finds the existing appointment, offers real open slots from the practice's schedule, moves it, and confirms by text.
Scheduling
What happens when a patient calls to say they are running late?
Amy takes the message, notes how late, and gets it in front of the team immediately so the schedule can be adjusted before the gap becomes dead time.
Insurance
What happens when someone asks if you take their insurance?
Amy checks the caller's plan against a real-time eligibility check rather than reading a list, so the answer reflects that patient's actual coverage instead of a generic yes or no.
Emergencies
What happens when someone calls with a toothache after hours?
Amy answers, captures what is happening, follows the practice's own emergency policy, and gets urgent cases in front of a human.
Scheduling
What happens when a caller asks for a specific dentist?
Amy books with the requested provider using that provider's own schedule and appointment types, and says plainly when the next opening is rather than substituting someone else.
Clinical boundaries
What happens when a patient calls for a prescription refill?
Amy takes the request with the details the provider needs and routes it to a human.
Billing
What happens when a patient calls about a bill?
Amy takes the detail, pulls up what the practice has on file for that patient, and routes anything she cannot answer to the team instead of guessing at a balance.
Missed calls
What happens to the calls nobody answers?
Every call that is not answered gets an automatic text back within about a minute, so the caller can book by message instead of calling the next practice.
Access
What happens when a patient calls and does not speak English?
Amy handles the call in the caller's language where the practice has enabled it, and books the same way she would in English.
Basics
What happens when someone calls asking hours or directions?
Amy answers from the practice's own configured hours and address, at any time of day, and turns the call into a booking when the caller is ready.
Scheduling
What happens when a patient calls to cancel?
Amy cancels, records the reason, releases the slot, and offers to rebook before the call ends.
Hear her before you believe any of it.
A full recorded call, unedited. Or call the line yourself and ask her anything.
Amy never gives medical advice, never diagnoses, and never makes a clinical decision. Anything clinical is routed to the provider. What each page describes is call handling and scheduling behaviour configured by the practice.