Cerbo EHR · Capacity
New vs Established Patient Flows in Cerbo
Keep new-patient intake and established-patient scheduling logic cleanly separated at the phone edge.
Section 1
The intake divergence problem
New and established patients need fundamentally different phone experiences. New patients need intake history capture, portal enrollment triggers, and longer appointment slots. Established patients need fast scheduling with minimal friction.
Mixing these flows creates scheduling errors and wastes clinical time — a new patient booked into a follow-up slot can't be properly onboarded, and an established patient forced through full intake wastes 10 minutes of their time.
Section 2
Identifying patient status at the start of the call
AI identifies patient status within the first 30 seconds using date-of-birth verification against Cerbo's patient list. A match routes to the established-patient flow. No match triggers new-patient intake.
For DPC practices, membership status is also checked — active members get priority routing and a shorter intake path, while prospective members get a dedicated enrollment flow.
- Existing patient: name + DOB verification, direct to scheduling or reason-capture
- New patient: full intake, insurance/payment capture, portal enrollment trigger
- Prospective DPC member: membership interest capture, benefit explanation, enrollment handoff
- Returning lapsed patient: reactivation flow, updated insurance and contact capture
Section 3
Cerbo portal enrollment trigger
For new patients, the call ends with an automated portal enrollment link sent via SMS. Cerbo's configurable patient portal then presents the relevant intake questionnaire before the appointment.
This removes the paper-form step from the front desk and ensures clinical staff have completed intake data before the patient arrives.
Ready to implement this for your Cerbo practice?
Book a demo and we'll walk through your specific Cerbo workflow — scheduling rules, Chart Parts templates, and after-hours coverage — and show you exactly how MedReception AI handles it.