A missing document
She names what is missing, requests it from the right place and tracks its arrival. No date is given while the file does not allow one — rather than a booking that will be cancelled.
Specialty care and diagnostics
An incomplete referral creates coordination work before a date can be offered. Your receptionist tracks the required documents, referring provider’s details and professional approval, then organizes booking and approved preparation instructions without interpreting the examination request or assigning clinical priority.
$69 CAD / month · 50 Standard calls · 1 local number
For the requests you receive
A complete referral
Documents present, identity confirmed, referrer reachable. She submits the file for the professional’s validation, then books the exam or consultation with the resource and the preparation it requires.
A priority written by the referrer
Where the document carries a priority, she passes it on as written to the professional and applies the pre-established rule you wrote for that case. She does not pick the first ordinary slot, and she does not rate urgency.
Other requests you can delegate
Preparation and pickups
Preparation instructions only where approved and versioned, sent ahead of the visit. For clinics handing over a device or eyewear, she verifies identity, confirms the status you configured and books a short pickup.
Hearing aids: a relative often calls in the patient's place
The person hears poorly, or a relative calls for them: she speaks slowly, repeats without losing patience, and offers confirmation by text. She asks for the referral from an ENT specialist or an audiologist and records it, without requiring it or taking a position on eligibility for a public programme.
Optometry: coverage confirmed at the clinic, not on the phone
Coverage for an exam depends on age, on the person's situation and on the clinic's participation in a public programme, which shifts: she leaves that confirmation to the clinic. She records the insurer mentioned and books the exam or the prescription renewal it calls for.
Podiatry: the cadence of diabetic care, and a sign that cannot wait
Foot care for a person with diabetes returns at the cadence the podiatrist set. A wound, a spreading redness or a fever trigger the instruction you wrote, ahead of any ordinary appointment.
Move referrals toward a complete, approved booking file
The referral enters the queue with the referrer, the priority as written on the document, and the expected item. Nobody invented an urgency, and nobody handed out a date that would have been cancelled.
Read the full conversation
Wednesday, 3:05 p.m. The referral coordinator is in a meeting. A woman calls after her physician told her to get an exam at your clinic.
ReceptionistCentre Cartier, good afternoon. Let me take your name and a callback number.
PatientCatherine Mailhot, 418 555-0171. My doctor ordered an exam and told me it was urgent.
ReceptionistI am recording what your doctor wrote and passing it on as written — I do not rate urgency myself. Do you have your doctor’s name and the exam request in hand?
PatientI have his name, but he said he would send the form directly.
ReceptionistGood. I will check with your doctor that it arrived, and as soon as our professional has validated the priority, I call you back with a date and the preparation instructions.
What happens to the request
You define the queue and the checklist
Which channels may receive a referral, which documents each exam type requires, the rule to apply when a priority is written, approved preparation instructions with their version, the resource each exam takes, and the safety instruction your professionals wrote.
She checks, then submits, then books
Specialty or exam explicitly requested, referrer and referral received, priority carried by the source document, approved preparation and resources, missing documents that prevent booking. Clinical validation comes before the date, not after.
The referrer knows, the patient is ready
Confirmation and preparation instructions go to the patient, so does the reminder. Administrative feedback to the referrer is logged once your validation is obtained, and the referral queue shows what is ready, what is waiting on a document and what is waiting on a decision.
What the Health and care base covers
A receptionist who answers in both languages, checks a file before booking, holds the authorised schedule by your rules and passes the rest to your professionals. 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
- Professional, length and resource required by the exam 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 decides no clinical priority and alters none: she passes on the one the document carries.
Decisions that stay with you
- She interprets no document, no prescription and no result, and announces no result.
- She takes no position on whether an exam is warranted: the professional determines that.
- She confirms eligibility for no public programme and no insurance plan.
- She gives no care advice — no drops, no compress, no device handling, no removing anything from an eye.
- She performs no clinical triage: signs you list in your instruction trigger the approved sentence and an immediate alert.
- She sends no preparation instruction that you have not approved and versioned.
- 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 examination requests mention a missing referral?
She reads recorded prerequisites without assigning clinical priority. Extended document tracking depends on the selected 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 the referrer’s administrative emails to the examination request; document receipt and approval remain distinct.
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; direct calendar posting is ruled out by the vendor’s published article.
A per-user interface key is documented. Importing a referral, its documents and its status depends on your own diagnostics system, which needs its own qualification.
It is not the date that blocks, it is the file
A specialty or diagnostic clinic does not fill a schedule: it works a referral queue. Each referral arrives with a referrer, documents, an identity to confirm and sometimes a priority written by the physician who issued it. When an element is missing, the booking often goes ahead anyway — and that is where the back-and-forth, the rescheduling and the exams cancelled for lack of preparation come from.
The other side of the work is a waiting list. People call to find out where they stand, referrers call to find out whether their patient has been seen, and coordination answers both between two files.
Your receptionist receives the referral through the channel you authorise, checks that documents, identity and referrer contact details are present, and books once clinical validation is obtained. She submits the priority the document carries to the professional: she does not decide it, does not change it, and interprets no document.
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 & careConsultations, diagnostics and specialty care
Specialty care and diagnostics — your questions
What happens when a document is missing?
She names the item, requests it from the right place and tracks its arrival. The date waits until the file allows one, because an appointment given too early ends up cancelled for lack of preparation.
Can she read an exam request received as a file?
She notes that it arrived and records it. She does not interpret it and presents no automatic reading as clinical validation — an explicit limit in the research behind this page.
Does she decide who goes first?
No. Clinical priority belongs to the professional, and the documented practice situation says so. She passes on the priority the document carries and applies the pre-established rule you wrote — she does not pick the first ordinary slot when a priority is written.
What about emergencies specific to our exams?
You write the instruction, she reads it word for word: sudden vision loss, a chemical in an eye, sudden hearing loss, a worsening wound on a person with diabetes. She directs to the resource you listed, raises the alert, and books no ordinary exam in that case.
Does she confirm coverage under a public programme?
No. She records what the person mentions and explains that verification happens at the clinic with your team. The optometry and hearing-aid preset guardrails forbid it, because eligibility depends on factors that shift.
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 numberSpecialty care and diagnostics