Sample playbook

For medical & dental clinics

The phone, the no-shows,
the fax-and-chase pile, off the front desk.

A hundred-plus calls a day, refills the biggest slice. An empty chair because a reminder never went. Refill faxes, results and referrals matched to charts by hand. NextDoer runs the booking, chasing, matching and tracking around each one, drafted, and gated by you. Every clinical and billing decision, is a refill safe, is a lab abnormal, is a code right, stays entirely with the clinician.

Book a process review See how NextDoer works

6Agents we'd propose

AllChannels + fax, one queue

YouApprove every send

Your week today

The admin that never leaves the front desk.

Not the care, the routine around it. If this is your Tuesday, it is exactly the work NextDoer is built to carry.

01

The phone that never stops

A hundred-plus calls a day, refills alone the biggest slice, and most of them routine and repeatable, “are you open, when’s my appointment, do you take my plan.” Every one pulls the front desk off the patient in the room.

02

No-shows and the reminder that never went

An unconfirmed appointment becomes an empty chair worth real money, the reminder that would have saved it never went out, and the late cancel nobody had time to backfill leaves a gap.

03

The fax-and-chase pile

Refill faxes, lab results, referrals and forms, pulled off the fax, matched to charts by hand, queued for a clinician, then chased. “Did my referral go through?” and nobody can tell without digging.

04

Claims that bounce, balances that linger

A health-card version code bounces a clean claim weeks later. An OHIP or MSP reject has to be resubmitted inside the deadline or the money is gone. Patient balances after insurance sit uncollected.

One window

Every channel, and every fax, lands in one place.

Phone and voicemail, web booking, SMS, email, the pharmacy and referral fax, health-card and insurance. Each lands in a single queue with a drafted, on-brand reply, approve it, reject it, or rewrite it. Refills, results and billing decisions are queued for the clinician, never auto-sent. Clinical decisions are never automated.

Phone & voicemail

Web booking form

SMS

Email

Pharmacy & referral fax

Health-card & insurance

NextDoerRefill relay · pharmacy fax

Refill fax in from the pharmacy for Metformin, matched to the patient’s chart. Queued for the physician’s decision.

Once you approve the refill, I’ll fax the authorization back to the pharmacy and text the patient that it’s done. The clinical call is yours, I only relay it.

ApproveRejectReply

The agent team we'd propose

Six agents, one for each grind.

Each is a named routine that runs a real clinic job end-to-end, reading the channel, drafting, chasing, tracking. Each starts on Approve, nothing sends without a tap, and graduates to Auto only for the reply types you decide to trust. Every clinical and billing decision stays with the clinician or biller.

Front Desk & Booking

TriggerA patient calls, fills the web form, texts or emails to book, reschedule or ask a routine question.

Agent doesBooks, reschedules and cancels across every channel, answers the routine “are you open / when’s my appointment / do you take my plan,” and captures the intake form plus health-card and insurance at booking so the visit starts complete.

You approveYour team confirms; routine bookings and answers can graduate to Auto.

OutcomeThe phone stops pulling the front desk off the patients in the room.

Approve→Auto

It schedules and messages, never triages a symptom. Clinical advice stays with the clinician.

No-Show & Reminder Guard

TriggerAn appointment is booked, or a slot cancels last-minute.

Agent doesSends the confirmation, then the two-to-three-touch reminder cadence with an easy confirm or reschedule, and when a slot opens it works the waitlist to backfill it.

You approveReview the cadence, then let it run.

OutcomeFewer empty chairs, because reminders go out every time and cancels get filled.

Approve→Auto

The biggest lever on no-shows. Cadence and fills only, the schedule stays yours.

Recall & Recare Runner

TriggerA patient is due for recall, a cleaning, a physical, screening, chronic-disease follow-up.

Agent doesWorks the recall and preventive list with a friendly, on-brand nudge and a booking path, and tracks who has responded.

You approveHear the tone in shadow, then let it run through the list.

OutcomeA revenue list that used to sit untouched now works itself.

Shadow→Approve

The clinician decides who is due and what is appropriate. The agent runs the outreach logistics.

Refill & Results Relay

TriggerA refill fax or request arrives, or a lab or imaging result has been reviewed by the clinician.

Agent doesIntakes each refill fax, matches it to the chart and queues it for the physician’s decision; and once a result is reviewed, sends the approved patient notification, “normal, no action” or “please book a follow-up.”

You approveThe physician decides every refill and interprets every result; the agent does the matching, faxing-back and notifying.

OutcomeThe top clinical-admin pile gets matched and closed the same day.

Approve

It never authorizes a refill or interprets a result. The physician decides; the agent relays.

Referral & Forms Coordinator

TriggerA referral is sent out, an incomplete inbound referral arrives, or a form is due, a sick note, disability, insurance, uninsured.

Agent doesTracks outbound referrals to a closed loop, confirms receipt and fields “did it go through?”, chases incomplete inbound referrals for the missing pieces, and chases the forms pile to done.

You approveThe clinician writes the clinical content and signs; the agent tracks, chases and routes.

OutcomeReferrals close the loop and the forms pile stops living after hours.

Approve

The clinician writes and signs. The agent runs the tracking and the chase.

Claims & Balance Desk

TriggerA claim is about to go out, an OHIP or MSP reject comes back, a monthly remittance lands, or a patient balance is owed after insurance.

Agent doesCatches health-card and version-code problems before the claim, works rejection resubmits inside the deadline, reconciles the monthly remittance, and chases patient balances and no-show fees after insurance.

You approveYou decide every code and every bill; the agent flags, drafts and chases.

OutcomeFewer claims bounce, and the ones that do get resubmitted before the clock runs out.

Approve

It never changes a clinical code or bills without your say. The biller or clinician decides.

How trust is earned

Every agent climbs the same ladder.

Nothing skips a rung, and you hold the dial the whole way, any reply type can be pulled back to Approve at any time.

Rung 1

Build

We teach the agent to read and reply on that channel. Nothing is live.

Rung 2

Shadow

The agent writes real replies and sends none. You just read the drafts.

Rung 3

Approve

Every reply waits for your tap. Rewrite any of it in your own words.

Decision

You pick

Which reply types you trust to go on their own, and which stay on Approve.

Rung 5

Auto

Trusted types send themselves. Everything else still waits for you.

Unsure? It hands off.If an agent is uncertain about anything, a refill, a result, an odd insurance reply, it hands the conversation to your team instead of guessing.

You reply directly? It steps back.If someone answers a patient directly in the clinic’s own EMR or PMS, the agent notices and pauses that thread for a human.

Every issue is tracked.Anything you flag becomes a ticket with status: received → in progress → live.

A starting playbook we'd propose

The playbook, at a glance.

A first draft of what your agent team would run, and where each task would sit on the trust ladder. We tune it with you during the process review.

Agent / task	Trigger	Typical mode
Front Desk & Booking, book / reschedule	Patient request, any channel	Approve
Appointment reminder	Visit upcoming	Auto
Waitlist backfill	Slot cancels	Approve
Recall & recare outreach	Patient due	Approve
Refill relay & results notify	Fax in / result reviewed	Approve
Referral & forms chase	Referral sent / form due	Approve
Claim reject resubmit	OHIP / MSP reject	Approve
Records-request tracking	PHIPA 30-day request	Approve

Your business next

Your clinic, your workflow.

The process review maps your booking channels, your recall lists, the fax, refill and referral flow, your billing chase, and every point where the clinician must stay in the loop, then shows you the first agent we would put to work. Patient health information stays governed by PHIPA and PIPEDA.

Book a process review See other industries

The phone, the no-shows,the fax-and-chase pile, off the front desk.

The admin that never leaves the front desk.

The phone that never stops

No-shows and the reminder that never went

The fax-and-chase pile

Claims that bounce, balances that linger

Every channel, and every fax, lands in one place.

Six agents, one for each grind.

Front Desk & Booking

No-Show & Reminder Guard

Recall & Recare Runner

Refill & Results Relay

Referral & Forms Coordinator

Claims & Balance Desk

Every agent climbs the same ladder.

Build

Shadow

Approve

You pick

Auto

The playbook, at a glance.

Your clinic, your workflow.

The phone, the no-shows,
the fax-and-chase pile, off the front desk.