A front desk that never puts anyone on hold.
Every call answered, 24 hours a day, with zero wait time. Visits are booked and rescheduled inside your EHR, calls are triaged by urgency, and your staff get a clean summary or a task instead of a voicemail.
Works inside a broad set of EHRs, with more being added daily.
- HarmonizeThanks for calling Northside Family Medicine, this is the after-hours line. How can I help?
- 0%
- Call routing accuracy
- 0%
- Reduction in staff-handled call volume
- Zero
- Wait time for patients who call in
- 24/7
- Front desk coverage, regular and after hours
Everything the front desk handles, on every call.
Not a phone tree. A conversation that ends with the work done or a task in the queue.
Scheduling
Books, reschedules and cancels directly in your EHR against the right provider and location.
Patient intake
Collects demographics, insurance and reason for visit before the patient arrives.
Medication refills
Captures medication, dose and pharmacy, then routes to the clinical team for approval.
Messages for providers and staff
Takes the message, attaches the context, and gets it to the right person as a task.
Insurance and billing questions
Answers what it can from the chart and creates a task for anything that needs a person.
Hours, directions and prep
The questions that fill a front desk's day, answered instantly and consistently.
It knows which calls can't wait.
Every call is scored for urgency before it is routed. Emergencies get emergency guidance and an alert to your on-call. Urgent concerns get a warm transfer or a same-day flag. Routine requests get handled.
- 98% routing accuracy, measured against staff review
- Escalation paths defined by your practice, not by us
- Emergency detection with clear guidance to the patient
- Every routing decision logged and reportable
Incoming call
Every call is scored before it is routed
- EmergencyChest pain, trouble breathing911 guidance, then on-call alerted
- UrgentFever in an infant, post-op concernWarm transfer to on-call or same-day flag
- RoutineReschedule, refill, billing questionHandled now or a task for the morning
Escalation paths are defined by your practice and every decision is logged.
Same front desk. After hours.
When your office closes, the Front Desk workflow keeps running with the same voice, the same rules and the same EHR access. It is the lowest-risk place to start, and most practices are live with it in under a week.
- Urgent requests are triaged and escalated to your on-call, live.
- Routine requests become tasks in the EHR for the morning team.
- Intake and refill requests are captured completely, not as a voicemail to decode.
- Patients get an answer at 2 AM instead of a recording.
- To go live after hours
- <1 wk
- Same voice, same rules
- 24/7
- Voicemails to return
- 0
Every call ends as a finished action or a task. Never a voicemail.
Whatever can't be completed on the call becomes a task in the shared queue: assigned to the right person, with the transcript and context attached, tracked until it's done.
Task Management
Reports & MonitoringRefill request: lisinopril 10 mg, Walgreens on 5th
Assigned to clinical team · due today
Callback: question about a statement balance
Assigned to Dana · due today
New patient intake completed, insurance on file
Completed by Harmonize · 9:12 PM
Post-op concern, warm transferred to on-call
Escalated 11:48 PM · Dr. Chen accepted
Hear it handle a call
Reschedule an appointment
0:48Patient moves a Thursday visit after hours; the change lands in the EHR.
Refill request
0:41Pharmacy and medication captured, routed to the clinical team for approval.
After-hours triage handoff
1:02Symptoms screened, urgent call warm-transferred to the on-call provider.
Outbound reminder
0:36Tomorrow's appointment confirmed and prep instructions read back.
Connected to the rest of Harmonize.
Front Desk books against your schedules, creates tasks other workflows pick up, and reports on every call.
After-Hours Phone Calls
Outbound CommunicationsHear it answer your phones.
Twenty minutes, your EHR, your real call flows. Start with after hours and be live in under a week.