Allied health · Worked example
Booking line for a physiotherapy clinic
Books, moves and cancels appointments over the phone so the front desk can look after the people in the clinic. Admin only, nothing clinical.
The problem
Reception at a busy clinic is trying to check people in, take payments and answer the phone at the same time. Callers wait on hold or hang up.
How it works
- Answers the clinic's booking line
- Books, moves or cancels appointments in the practice management system
- Explains what to bring and whether ACC paperwork is needed, from the clinic's front-desk guide
- Never gives clinical advice and transfers any clinical question to a practitioner
- Texts a confirmation for every booking or change
What it connects to
- CallerHi, I need to move my appointment on Thursday.
- AgentNo problem. Can I have your name and date of birth?
- CallerKate Morris, 3 June 1985.
- AgentThanks Kate. I can see your 10am Thursday with the physio. She also has Friday at 8.30am or 4pm. Would either suit?
- Caller4pm Friday.
- AgentDone. You'll get a text confirming Friday at 4pm.
Illustrative conversation. Names, numbers and details are made up.
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