Front-Office Workflow Audit: Phone, Email and Walk-In Handling
Find bottlenecks in how patient requests are handled.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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Audit the front-office workflow. The channels (phone, email, online form, walk-in) with typical volume per day: [CHANNEL_VOLUMES]. Staff on duty by hour: [STAFFING]. Common request types: [REQUEST_TYPES]. Complaints or delays: [COMPLAINTS_AND_DELAYS]. Map the path of each request type from arrival to resolution, with the time each step takes, who does it, and where requests wait. Calculate workload per hour from volume and handling time (volume times minutes divided by 60 gives hours of work) and compare with staffing, showing the arithmetic. Identify peak times, duplicate work, missing scripts, and requests that bounce between staff. Make a table with Step, Delay, Cause, and Fix. Propose changes (triage rules, scripts, batching callbacks, form improvements) and a measure for each. Do not propose clinical triage. Administrative workflow only; mark privacy and emergency-handling requirements [VERIFY]. Add a worked workload calculation: 150 calls a day at 3 minutes is 7.5 hours, 60 emails at 4 minutes is 4 hours, 40 walk-ins at 5 minutes is 3.3 hours, total 14.8 hours against 2 staff at 7 hours each (14 hours), so peak times will queue; suggest batching email replies and a callback system.
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