Most practice owners can tell you their no-show rate to the decimal and have no idea what percentage of inbound calls never get answered. The second number is usually larger,...

Vendors market autonomy because it demos well. In a clinic, autonomy is where liability lives. A model that schedules a chest-pain caller into a routine slot three days out has...

Any vendor handling patient calls is a business associate and must sign a BAA. That is table stakes. The harder questions concern what happens during the call itself. Ask how...

In many primary care practices, language capability is concentrated in one or two people. When they are busy, Spanish-speaking callers get a callback promise instead of an appointment. The access...