Call type
Pre-Op Instructions Calls
Patients frequently call with last-minute pre-op questions. These are urgent to them and repetitive for staff.
What these calls involve
- •Fasting instructions
- •Medication questions
- •Arrival timing and prep
Why they disrupt flow
- •Urgent timing right before procedures
- •Repetitive explanations that pull staff away
- •Anxious callers needing reassurance
How AI reception helps
- •Provides standardized instructions instantly
- •Routes exceptions to clinical staff
- •Confirms what was shared
Consistency reduces pre-op confusion.
Routing checklist
Use this quick checklist to keep call handling consistent across shifts and locations.
- •Define the intake fields needed for this call type.
- •Set escalation rules and who owns each disposition.
- •Confirm where summaries and tasks should be logged.
- •Track resolution time and update scripts monthly.
Bottom line
Automating pre-op instructions cuts day-of chaos for staff and patients.
More call types to explore
View all call types →Explore adjacent call scenarios to strengthen routing, staffing, and automation priorities.
Phone problem guides
Map each call type to the phone problem it causes.
Explore the Phone Problems hub to see how missed calls, long holds, voicemail overflow, and staffing gaps show up in daily call patterns.