Opening an episode
A work injury, a road accident, an insurer file. She captures the payer, the authorised file number, the date of the event and the prescription, and confirms the file is open before booking the assessment.
Physiotherapy
Before an assessment can be booked, your team needs the payer, referral and authorizations for that case. Your receptionist gathers these details, tracks missing documents and flags approaching deadlines, without promising that the payer will approve the claim or reimburse treatment.
$69 CAD / month · 50 Standard calls · 1 local number
For the requests you receive
Missing item or expected report
A prescription, a form, a report to submit. She asks, follows up at your rhythm and shows the submission status — with the signature and the content of the report staying the clinician’s business.
Session counts and deadlines
Authorised sessions come with a number and with dates. She tracks what is left, warns ahead of the deadline, and commits no session beyond what the file authorises without your decision.
Other requests you can delegate
Employer mandate
When an employer or an insurer orders an assessment, those communications stay separate from the patient’s. Nothing goes to a third party outside the authorisation you defined.
Track each case’s documents and authorization dates
The episode is open with the payer, the number and the date. The missing item is chased until it lands, and the coordinator sees the file turn ready without having phoned anybody.
Read the full conversation
Tuesday, 8:30 a.m. The file coordinator is in a meeting. A man calls to start treatment after a workplace injury.
ReceptionistClinique Chambly, good morning. Let me take your name and a callback number.
PatientRéjean Brisebois, 450 555-0198. It is a workplace injury file, I was told to start physiotherapy.
ReceptionistThank you. Do you have your claim number, the date of the event, and your doctor’s prescription?
PatientI have the number and the date. The prescription, I think my doctor sent it, but I do not have a copy.
ReceptionistWritten down. I cannot confirm whether your file is eligible — the organisation decides that. I am flagging the prescription as an expected item, booking your assessment subject to its arrival, and I will write to you if anything is still missing.
What she does for your rehabilitation clinic
What she takes on between opening a CNESST or SAAQ episode and an authorisation nearing its deadline, then the line she does not cross. Every line is a call your clinic gets.
A first call that opens the episode before offering a date
She takes the name and a callback number before the person tells the story of the accident.
The number is used to track the whole episode, not just this first call.
She opens the episode with the third-party payer and the authorised file number before booking the assessment.
Without that number, the first visit stays pending instead of being booked blind.
She checks whether a referral or an authorisation has already arrived, and records its date.
A CNESST file and a SAAQ file do not require the same documents up front.
She captures the prescription and the service it prescribes administratively, without judging its relevance.
The clinical content of the prescription stays your reading, not hers.
What makes her alert your team without waiting
A medical warning sign reported by phone sends her to 911 or the emergency room, with no ordinary session booked.
She reports the words used without assessing their severity herself.
A complete CNESST or SAAQ file with all its documents gets the call flagged as a priority for a fast callback.
An assessment that starts quickly matters for the file’s eligibility as much as for the person’s health.
An authorisation nearing its deadline triggers an alert before the deadline, not after a refusal.
She warns your team while there is still time to act, rather than after an invoice gets rejected.
The run of sessions, staying within what the file authorises
She books the assessment and then every follow-up session within the availability you allow.
The practitioner and length that session type requires stay respected.
She blocks any session beyond the number the file authorises until you have decided.
The count of remaining sessions belongs to the payer, not to an improvised estimate.
She sends the confirmation and the reminder ahead of every session in the run.
A missed appointment inside an authorised run costs a session that is not easily replaced.
Between sessions, what you can hand to her
- Add-on
She requests the missing item — prescription, form, report — and tracks its arrival without repeated forced follow-up.
As soon as a third-party-payer treatment plan is revised, the follow-up restarts from the new version instead of continuing the old one. Files and third-party payers
- Add-on
She prepares the administrative submission to the payer from the documents received, ahead of your review.
Sending it and its final content stay a decision for your team, not hers. Files and third-party payers
- Add-on
She books a run of authorised sessions as one single block, with its prerequisites and its dates.
A home-based or multi-step pathway is not re-taken one session at a time over the phone. Care pathways and home visits
By email, and with your software
- Channel
She sorts emails about referrals and documents, and attaches them to the right episode.
Extended payer management stays in the Files and third-party payers add-on, not in the inbox itself.
- Software
With Jane, she reads authorisations and sessions once access is qualified on a real account.
Without an established connection she works in Zenvox native mode, and the file stays in the app. Jane
- Software
With Cliniko, the per-user interface key still has to be proven before any payer-file writing.
A documented need is no proof of access, and nothing is presented as already connected. Cliniko
What does not leave her mouth
- She confirms eligibility on no file: the organisation decides, she captures the information.
- She promises no reimbursement and puts forward no amount.
- She sends nothing to a payer, an employer or a third party outside the authorisation you defined.
- She neither writes nor signs a report: content and signature belong to the clinician.
- She gives no clinical opinion and takes no position on capacity for work.
- She confirms no insurance coverage and no fixed price for a session.
- She cancels no care on her own when an authorisation lapses: she alerts, and you decide.
What you can ask her yourself
She answers from the requests and records of your clinic you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich patients mentioned third-party payer authorisation?
She reads recorded references and authorisations. She guarantees neither coverage nor reimbursement.
Which items are still expected this week, across every category?
Add-onWith Files and third-party payers: requested items, their status and their owner. Without the add-on she tracks no item on her own.
Which authorisations are nearing their deadline?
She rereads recorded deadlines and any alert already sent. She does not recalculate a date she has not captured.
Which multi-session pathways still have a stage to book?
Add-onWith Care pathways and home visits: booked stages and the ones left. Without the add-on each session is re-taken one at a time.
What happens to the request
You write one checklist per payer
What each payer requires, who owns it on your side, what authorises a booking, which deadlines to watch, and which channels an item may or may not travel through. An organisation’s official channel stays the official channel: it is neither bypassed nor imitated.
She opens the episode before offering a date
Payer and authorised file number, referral or authorisation received, session quantity and permitted dates, the service prescribed administratively, required items and submission status. Without the minimum, she captures and escalates rather than booking blind.
Deadlines stop being a surprise
Expiry and remaining-quantity alerts arrive before the event, not after a refusal. Rejected invoices come back into a queue with their reason, and arbitration goes to the authorised person on your side.
What the Health and care base covers
A receptionist who answers in both languages, opens an episode cleanly, holds the authorised schedule by your rules and hands the rest to whoever owns it. No setup fee, and you keep your number.
- Calls answered in French and in English, following the caller
- New request, existing file and administrative reason told apart
- Booking, rescheduling or cancelling inside the availability you allow
- Practitioner, length and resource required by the session all respected
- Approved practical information sent out, and care questions handed to the team
- A written summary after every call, readable in the app, and the option to ask her what happened
She confirms eligibility on no file: the organisation decides, she captures the information.
Decisions that stay with you
- She promises no reimbursement and puts forward no amount.
- She sends nothing to a payer, an employer or a third party outside the authorisation you defined.
- She neither writes nor signs a report: content and signature belong to the clinician.
- She gives no clinical opinion and takes no position on capacity for work.
- She cancels no care on her own when an authorisation lapses: she alerts, and you decide.
- She records only what you authorise, and confirms nothing from a patient's file to a third party: health information stays sensitive information. She is built for Quebec's Law 25, with a database in Canada; live voice processing runs through a US-based subprocessor, as the Security and data handling page explains.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which patients mentioned third-party payer authorization?
She reads recorded references and authorizations. She guarantees neither coverage nor reimbursement; extended tracking uses the add-on.
What else you can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None switches on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Your email inbox
Attach referral and document emails to the file; extended payer management remains in Files and third-party payers.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Access runs through an approved partner programme; reading authorisations, sessions and invoices still has to be proven on a real account.
A per-user interface key is documented, carrying that user’s rights; exact coverage of payer files is not established.
The invisible work: gathering paperwork before treatment can start
This page is written for a physiotherapy clinic that handles third-party-payer files — a work injury, a road accident or a private insurer — a different reality from an ordinary physiotherapy clinic with no organisation file. Such a clinic does not live the same day as a private practice. Every episode arrives with a payer, a file number, a prescription, a quantity of authorised sessions and a deadline. One item is missing, and nothing moves — neither the booking nor the billing.
That work gets done between two patients, or in the evening. It means calling the person back, calling the employer, calling the treating physician, checking what was sent and to whom. Sector research sums it up in two hypotheses that get confirmed every week: incomplete files delay payment, and follow-ups multiply across several parties.
Your receptionist opens the episode cleanly on the first call, with the payer, the number and the authorisations. She asks for the missing item, tracks its arrival, and alerts you when an authorisation is near its end. She confirms no eligibility and promises no payment: the organisation decides, and your clinician signs.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Health & careRehabilitation and allied health
Physiotherapy — your questions
What happens if an authorisation lapses between booking and session?
She alerts someone on your team and clarifies with the patient. She guarantees no payment and cancels no care by herself: that is the failure case the research documents, and the default rule.
Does she submit items to the organisation?
An organisation’s official channel stays the official channel. She prepares, requests, tracks submission status and tells you what is missing; sending goes through the channel you already use, with your authorisation.
And employer mandates?
Those communications stay separate from the patient’s, and nothing reaches a third party outside the authorisation you defined. Authorised recipients are written once, in your configuration.
Can she confirm a file has been accepted?
No. Eligibility belongs to the organisation, and the preset guardrails say so. She captures the number, the date and the prescription, books by your rule, and the authorised person on your side confirms.
Can she follow up on a rejected invoice?
She brings it back into a queue with its reason and prepares the administrative redo. Deciding to contest stays with whoever owns it on your side — the Files and third-party payers option exists for exactly this.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberPhysiotherapy