Professional practices / dental practice
One Tuesday at a dental practice.
The front desk is good. The front desk is also one person.
This is the same day with an assistant answering alongside her. A composite day, not a client's records. Nothing here is a measured result.
Time
What happens
What the system does
7:20am
The office manager unlocks and the voicemail light is on.
The overnight messages already have written answers and a callback number attached. The three that need a person are at the top of the list.
8:05am
Doors open. Two patients checking in, phone ringing.
The ringing phone gets an answer in writing while the check-in finishes. Nobody stands there waiting for the other one to end.
9:15am
“Do you take Delta Dental?” for the fourth time this morning.
Answers from the approved insurance list. It is a list the practice maintains, not a guess, and the answer changes the day the list does.
10:30am
Someone asks what implants cost.
Gives the range the practice already publishes. Does not price a mouth it has not seen, and says that is why.
11:45am
A caller starts describing a swollen jaw in detail.
Stops collecting. It does not ask what hurts. That is a clinical question and it belongs to the practice. Takes a name and a number, marks it urgent.
1:00pm
Lunch. The phones go to voicemail.
They do not. Questions answered across the hour, none of which needed a person.
3:20pm
A new patient asks what happens at a first visit.
Explains what to bring and roughly how long it takes. Does not book. Booking is the front desk's, always.
5:05pm
Doors lock. The front desk goes home.
The site does not.
7:30pm
Somebody is comparing three practices from the couch, on a phone.
Answers question after question without getting tired of it, then asks for a number so the office can call in the morning.
8:40pm
A parent, a chipped tooth, and a child who will not stop crying.
Says in the first line that it is automated. Gives the emergency instruction the practice wrote and approved. Takes the number. Marks it first thing.
The front desk answered none of these and did not need to. All of them were on the list at 7:20 the next morning, each with a name and a number attached.
Every line here is a composite. It is not drawn from a client's records and no number on this page is a measured result.
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