Front-desk work in a practice is a stack of small, interruptive tasks: confirmations, reschedules, intake reminders, insurance questions, and voicemail triage. Each one is short, and together they consume the day.
The handoff started with appointment confirmations and reminders, which are highly scripted and easy to verify. Once that was stable, reschedule requests and after-hours voicemail follow-up were added.
Clinical questions were explicitly out of scope. Anything touching care was routed to staff immediately, with the transcript attached.
The result staff noticed first was quieter phones during patient hours — the routine traffic had already been absorbed before it reached the desk.
#Case Study
