The challenge
Front-desk teams were spending too much time repeating the same intake questions manually, especially during appointment spikes. Patient urgency, branch preference, and insurance details were not always captured cleanly before a human stepped in.
What was implemented
- Implemented specialty-aware WhatsApp intake flows for patient inquiries.
- Captured service interest, urgency, insurance status, and branch preference before staff handoff.
- Prioritized booking-ready patients and routed structured intake notes to the correct clinic workflow.
Operator note
“The workflow gave our reception team cleaner information and reduced the back-and-forth before booking.”