Hint Connect Member Call Routing

Network members are still your members

When an employer reaches your practice through Hint Connect or a similar arrangement, the employees who call are often new to direct care and new to you. They may not know your practice's name, only their employer's benefit. Some call the wrong practice first. Others call yours asking about a location you do not have, or a physician who practices elsewhere in the network.

Each of those calls is a chance to welcome a member properly, or to lose one in confusion. A new member who has to call twice to find out where they belong may never call a third time.

What Katie does, and what she does not

Katie answers your practice's own line. She is not a switchboard for a network, and she does not look up which practice an employee has been assigned to. What she does is establish, by asking, that the caller is an employer-sponsored member, record the employer and plan they mention, and follow your rules for that kind of caller.

That clarity matters at setup. Your rules decide where network members go inside your practice, and when a caller clearly belongs with another practice, the summary says so, so your staff can point them in the right direction.

Details captured for network callers

Each summary gives your team what they need to confirm the member in Hint Core and take the next step:

• Employer name and how the caller heard about the practice
• Whether they are already enrolled or trying to enroll
• Which of your locations or providers they are asking about
• What they need today: a visit, a question or help getting started
• Dependents they want to include, if the plan covers them

Rules for employer-network calls

Practices that take network members may want those callers handled a particular way: enrollment questions to a specific coordinator, first visits offered within a certain window, employer questions to the practice owner. You set those rules, and Katie follows them, including transfers to the person you name while the office is open.

MedReception AI is live with practices on Hint, so a network member who wants a first visit can be booked on the Hint calendar during that first call when your rules allow, and anything else becomes a summary your coordinator can act on in Hint the same day, rather than a voicemail returned after the employee has given up.

The first impression for a new employer

When a new employer comes through a network, the first weeks of calls shape what employees tell each other about the benefit. If those calls are answered immediately, accurately and without anyone being transferred around, the word on the warehouse floor is that the doctor is easy to reach. Clinical questions from those members go to clinical staff, and Katie gives no medical advice to anyone.