Scenario · Clinics
When the phone rings, the team may be with a patient.
A scenario focused on administrative processes: calls, appointments, changes and frequent questions — not on diagnosis or clinical decisions.
Reception handles in-person patients and calls at the same time. When they overlap, something waits: the call, the person in front, or both.
How it's solved
Patient calls
VOICE answers
Identifies reason
Checks calendar
Proposes availability
Confirms and logs
In parallel, if it applies
Document arrives
OPS processes it
Record updated
What it can do in this scenario
Answer calls while the team attends in person
Identify whether the patient wants to book, change or cancel
Check the real calendar before proposing a slot
Confirm the appointment and log the change
Escalate to a person when the situation requires it
SistemaThe query goes beyond administrative matters, or the patient asks for itHuman handoff
¿Y si necesita una persona?
Definimos cuándo puede actuar y cuándo debe pasar la conversación o tarea a tu equipo. Cómo se decide.
This scenario represents administrative processes. It does not involve diagnosis or automated clinical decisions.
What changes
Before
Reception split between the phone and the person standing in front of them.
After
A system ready to take the call, check the calendar and confirm within its scope — without anyone having to leave someone waiting.