Scenario:
Existing Patient — Cancellation
Existing Patient — Reschedule
Existing Patient — Confirmation
Existing Patient — Returning MA Call
Existing Patient — Returning Results Call
Existing Patient — Provider Question
Existing Patient — Refill Request
Existing Patient — Billing Question
──────────
New Patient — Cancellation
New Patient — Reschedule
New Patient — Confirmation
New Patient — Returning MA Call
New Patient — Returning Results Call
New Patient — Provider Question
New Patient — Refill Request
New Patient — Billing Question
──────────
True New Patient — No CRM Data
True New Patient — Cancellation
True New Patient — Reschedule
True New Patient — Confirmation
True New Patient — Returning MA Call
True New Patient — Returning Results Call
True New Patient — Provider Question
True New Patient — Refill Request
True New Patient — Billing Question
──────────
Household Phone — Multiple Matches
No Match — Search Subject
Proxy Call — Someone Else
Run
Reset
Call Screenpop (Testing)
Patient
Call For
Self
Someone Else
No match for caller phone. Search patient by name/DOB.
Search Patient
Copy caller phone
Mark for CRM update
Name
Phone
MRN
DOB
New
Existing
Subject Name
Subject DOB
Subject MRN (optional)
Subject Phone (optional)
Apply Subject
Find
Switch/Clear
Applies to patient fields; caller phone remains unchanged.
Possible matches for this caller
None of these → Search
Appointment Context
Scheduled?
Yes
No
Change
None
Cancellation
Reschedule
Reason
Select reason...
No longer needed
Illness/Family Emergency
Work/School Conflict
Insurance
Referral
POOO r/s
Other
Other (details)
Other Call Reasons
Confirmation
MA Call
Task
Transfer
Results
Task
Transfer
Provider Question
Task
Transfer
Refill Request
Task
Transfer
Billing Question
Task
Transfer