Call type
Prior Authorization Calls
Authorization calls are urgent to patients but rarely resolved live. They need structure, not scrambling.
What these calls involve
- •Status checks
- •Documentation questions
- •Which payer forms are needed
Why they frustrate staff
- •Repeated follow-ups from patients
- •Multiple teams involved
- •Context lost between calls
How AI reception helps
- •Captures structured requests
- •Routes to auth teams with details
- •Acknowledges receipt to reduce repeat calls
Authorization needs structure, not interruption.
Bottom line
Structured auth intake keeps patients informed and staff focused.
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.