Veracity New Patient Intake Calls

The first call shapes the first visit

A new patient's first phone call decides a lot: whether they book with you or with the next name on their list, whether their chart is set up correctly, and whether the first visit starts on time or with a clipboard and a line of questions at check-in. When the desk is busy, that call gets rushed, and the gaps surface later as a missing insurance card or a visit booked under the wrong type.

Katie gives every new patient caller the full intake conversation, at whatever hour they call, without the pressure of a second line ringing in the background.

Intake questions you choose

Your practice decides what a new patient intake must include. A thorough one often covers the following, each written into the summary exactly as the caller gives it.

• Full name, date of birth and the best callback number
• Mailing address and preferred way to be contacted
• Insurance carrier, member ID and the subscriber's name, captured for staff to verify
• Who referred them, if anyone, and whether they believe their plan requires a referral
• The reason for the visit, in the patient's own words
• Preferred provider, location and the days or times they can come in

Getting the first visit type right

Your practice sets which visit types exist and how long each one takes, and that matters most for a new patient. A new patient physical is not the same slot as a quick sick visit, and a patient arriving with several chronic conditions may need a longer first appointment under your rules. Katie asks the questions that separate them, so the request reaches your scheduler already labeled.

Your staff then confirm the appointment and build the chart in Veracity from a complete summary, instead of piecing it together from a sticky note and a voicemail.

Callers who are still deciding

Many new patient calls start as questions: are you taking new patients, do you see teenagers, is there a provider who speaks Spanish, how soon could I be seen. Those callers often decide on the spot, and if they reach voicemail they move on. Katie answers immediately, gathers their details and records exactly what they asked, so your staff can call back while the patient is still choosing a practice.

When a new patient mentions a symptom

Sometimes a new patient call is also a symptom call: a lump they just noticed, a blood pressure reading that worried them at the pharmacy. Katie does not assess symptoms or offer advice. Those calls follow your escalation rules to clinical staff, with the intake details already captured so nobody has to ask for them twice.