What staff can say
“Your request was submitted on Monday, and we’re waiting for the insurer’s response. Our office will check again Wednesday and send you an update through the portal, even if it’s still pending.”
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Front Desk Starter Kit
Editable templates that help staff answer common calls, give each open task an owner, and follow up when they say they will.
Open the toolkit See a worked exampleA prior authorization is still pending.
A patient calls for an update. The person who submitted the request is out today. Here’s what a teammate could see in the shared work queue.
Sample worksheet · fictional case
- Current status
- Submitted Monday. Insurer response pending.
- Next action
- Check the insurer portal Wednesday morning.
- Owner
- Prior authorization coordinator
- Backup
- Assigned covering staff member
- Patient update due
- Wednesday by close of business via secure portal
- Closed when
- Outcome recorded and patient informed of the next step.
Inside the proposed kit
Phone script library
Give staff language for common calls, with a next step for each scenario.
Prior authorization tracker
See which requests are waiting, who owns the next action, and when the patient is due an update.
First-week onboarding checklist
Have new staff observe, practice, and demonstrate each routine workflow before handling it solo.
End-of-shift handoff
Pass open items to a named teammate with a due time and enough context to act.