A patient asks whether the office received a referral. The front desk needs to identify the request, find its owner, and check the authorized record before answering.
THE USE CASE / REFERRAL COORDINATIONBetween two offices,
Between two offices,
keep the next step visible.
Help patients and referring offices reach the right administrative team. Capture referral-related callback requests, explain your approved submission process, and route missing-information questions to staff.
THE REFERRAL HANDOFFILLUSTRATIVE WORKFLOW
One request. A clear owner at every step.
A patient or referring office sends an administrative inquiry. The assistant captures the request, then routes it to referral staff to confirm status from an authorized source. Clinical decisions remain with the care team.
A SMALL CHANGE. A DIFFERENT EXPERIENCE.What happens
What happens
on the other end?
The assistant captures the request and referring office details, explains the process approved by your practice, and assigns a clear handoff. Receipt, review, and scheduling status are confirmed only through an authorized source or your staff.
THE WORKFLOWMake the next step
Explore the setup processMake the next step
a useful one.
A referral question needs a clear owner.
THE CALLER’S QUESTIONTHE STAFF HANDOFF
01
Where should my doctor send the referral?
Explain the approved process
Use the practice’s confirmed submission instructions.
02
Has the office received it?
Request a status check
Send the inquiry to the referral coordinator; do not assume receipt.
03
What happens next?
Name the follow-up owner
Capture callback details and explain the next administrative step.
MAKE IT YOURSThe right brief
The right brief
makes the difference.
Start with a focused pilot and the details that matter to your operation. Agree on the rules before the first real conversation.
WHAT TO REVIEW
Referral inquiries routed to an owner
Missing-information follow-ups
Status requests resolved by authorized staff
YOUR PILOT CHECKLIST
- The approved referral submission process and staff owner.
- Permitted identity checks and fields for an administrative callback.
- Which status details can be confirmed from an authorized source.
- Human review for clinical urgency, referral acceptance, and appointment eligibility.
- Define the practice-approved greeting and AI disclosure.
- Confirm contact permissions, identity checks, and minimum necessary details.
- Test the staff handoff and unavailable-person fallback.
- Agree on records, access, retention, and a pilot review owner.
A BETTER CONVERSATION STARTS HERE
Let’s turn the everyday into something better.
Bring us a real call scenario. We’ll map the experience, the required connections, and a focused place to start.