Front Desk Call Routing Decision Tree
Route calls correctly without giving medical advice.
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Create a call routing decision tree for the front desk team at [PRACTICE_TYPE]. Staff are non-clinical and must never give medical advice. Services and teams: [SERVICES_AND_TEAMS]. Hours: [HOURS]. Our clinical escalation contact: [ESCALATION_CONTACT]. Write the tree as IF / THEN branches with the exact words staff can say. START: greet and ask the reason for the call. IF the caller describes an emergency or very severe symptoms (use the emergency symptom list approved by our clinical lead: [EMERGENCY_SYMPTOM_LIST]) THEN say: "Please hang up and call emergency services now" [adjust for local emergency number and policy], and alert the clinical lead. IF the caller reports worsening symptoms or has a clinical question THEN transfer to the clinical line or take a message for a clinician callback within [TIMEFRAME]. IF appointment, prescription refill request, referral, billing, or records THEN follow the matching branch with the information to collect. IF the caller is distressed or angry THEN use the de-escalation steps. Add a verification script (two identifiers), a message-taking template, and a list of phrases staff should never say. The practice's clinical lead must approve the emergency wording. This is administrative and communication support only, not medical, clinical or legal advice. Remove patient identifiers before pasting anything. Have a clinician, compliance officer or practice manager who knows the rules in [JURISDICTION] verify the output before it is used. The clinical lead must approve the emergency wording and symptom list.
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