Call Routing & Intake
Capture why someone is calling before routing the conversation. Keep the relevant scheduling, insurance or billing context with the handoff so the receiving team can act on a specific request.
How the work moves.
A good handoff includes the reason for the call, not just a transfer.
- 01
Identify the purpose of the call.
Identify the request and capture the information needed for an appropriate handoff.
- 02
Collect the relevant non-clinical context.
Separate administrative questions from concerns that need the practice’s clinical escalation process.
- 03
Route to the correct team with a concise summary.
Route the request to the responsible queue with a concise summary and any open questions.
A request,
with its context intact.
A caller wants to change an appointment and reports a new insurance plan. The two administrative needs should stay connected after the call.
Fictional example · No patient data or external action
- Intake
- Appointment change and new coverage reported
- Linked work
- Scheduling request plus insurance intake
- Handoff
- Relevant teams receive the shared call context
Start with the
right information.
Keep these details with the request so the next person can review the work without repeating the intake.
- Caller identity and callback information
- Reason for the call and relevant visit context
- Practice departments and routing rules
- Approved escalation instructions
About this workflow.
Can one call create more than one task?
Related administrative requests can be prepared as linked work, preserving the shared source while assigning each task to the appropriate team.
Does call routing assess clinical urgency?
Clinical concerns follow the practice’s approved escalation instructions. Administrative routing should not be presented as a clinical assessment.
Related workflows.
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