A single patient coordinator was managing consultations, consent paperwork, pre-operative instructions and aftercare check-ins for every patient. Things slipped when she was on leave, and the surgeons noticed.
Three things kept going wrong, and each cost the business time, money or a customer.
Intake, compliance and follow-up agents, connected to the systems the business already ran on, with approvals on anything irreversible and a full log of every action.
One coordinator carried every patient's paperwork in her head, and things slipped when she was on leave. We mapped the patient journey with her, step by step, wrote the agent's rules to match, and were careful about the line between administrative check-ins and clinical questions, which always go to a person. It ran in shadow mode for a full week.
Every consultation now starts with consent and history already on file. Pre-operative instructions go out on time regardless of who is in the office, and aftercare check-ins happen for every patient. The coordinator saved nine hours a week and, in her words, stopped waking at night wondering what she had missed.
'Nothing depends on my memory any more. The surgeons noticed within a fortnight.'
Patient coordinator
The practice's two receptionists were also running the front desk, so a third of calls went to voicemail at lunch and after 5pm. They wanted every call answered and every cancellation refilled, without hiring.
Enquiries arrived through Instagram, the website and WhatsApp at all hours, and the clinic replied the next working day. By then many had booked elsewhere. They wanted every enquiry answered within minutes and turned into a consultation.
A free 45-minute call. Tell us where the time goes; we'll tell you honestly whether an agent would help and what it would save.
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