Triage and routing
One front door.
The right next step.
A patient should not have to know your organization chart. We understand the request and connect it to the right answer, department or care team across your whole system.
The requests we handle
Their words. A clear path forward.
Steering / FAQ
“I'm not sure which department I need.”
Start with what the caller is trying to do, not a list of department names. Clarify the service and location, answer directory and operational questions, or connect the caller to the team that owns the request. Use the system's escalation process when the conversation needs clinical attention, keeping operational routing distinct from diagnosis.
Returning Missed Call
“Someone from the hospital called me.”
Verify the caller before discussing patient-specific information. Establish which office or request the call concerns, use the available callback context and connect the patient to the responsible team. When the caller does not know who called, narrow the destination without guessing at a clinical reason or sending them through a chain of unrelated departments.
Expecting Call From Someone
“I'm waiting for a call from the clinic.”
Identify the patient, the team and the request they are following up on. Check the available status, explain the next step and pass the follow-up to the responsible office. Keep a documented callback plan separate from a promised time, so the patient gets an accurate answer rather than a guessed deadline.
Requesting Fax Number
“Where should my doctor's office fax this?”
Identify what is being sent and the office that should receive it. Find the destination's fax number and confirm the department, rather than offering a general number that sends the document to the wrong team. Explain the relevant delivery instructions so the sender has a clear destination before the call ends.
Confirming Fax Received
“Did you get the fax my doctor sent?”
Establish the caller's authority and identify the document, sending office and intended recipient. Check the receipt information through the receiving team's process and explain its current state. A document arriving is different from it being reviewed; make that distinction clear and direct missing-document follow-up to the right office.
NPI Number Request
“I need the provider's NPI number.”
Clarify whether the caller needs an individual clinician or an organization and confirm the name and location. Find the matching National Provider Identifier in the directory and repeat it clearly. The caller gets the identifier for the intended provider, rather than a similar name or the facility's number when they needed the clinician's.
Travel Clinic Inquiry
“Who do I talk to before an overseas trip?”
Identify the travel-clinic service, explain how to reach it and guide the patient to the right appointment process. Capture the destination and timing when the clinic needs them for the request. Send vaccine, medication and individual travel-risk questions to the clinical team, with the context it needs to advise the patient.
The experts around the technology
Understand the work. Then improve it.
Our operations team maps the phone lines, directories and destinations across hospitals, clinics and specialties. Clinical experts define the handoffs for care questions. EHR experts connect the patient context needed at each step. The result is a route built around the caller's need, not the system's internal boundaries.
An example request
“I missed a call, and I also need the fax number for cardiology.”
- Separate the callback request from the directory question.
- Verify identity before checking patient-specific callback information and find the responsible office.
- Confirm which cardiology office should receive the document and give its fax number.
Connected to your EHR and your teams
A conversation with somewhere to go.
Public directory answers and patient-specific questions have different information needs. We connect the directory, phone destinations and relevant patient context so the right information reaches the right team. The caller does not have to navigate the EHR or know how departments divide the work.
Questions worth asking
Get clear on the scope.
Can you route calls across an entire health system?
Yes. We map hospitals, clinics, specialties and service lines into one routing approach, with the local destinations and escalation paths each team uses.
How do you handle AI agents calling on someone's behalf?
We recognize AI agents calling on someone's behalf and handle those calls separately from people. AI call screening keeps that distinction in the routing process.
Start with the outcome that matters
Put this workflow to work for your team.
Bring your patient access, clinical and technology teams. We'll work through the requests, the decisions and the handoffs together.
Let's start a conversation