Veracity · Playbooks
Veracity New Service Line Calls
Launching a new service at your Veracity practice? Katie takes the new calls from day one with your visit types, rules and routing for that service.
New services ring the phone first
When a practice adds a service, such as weight management, sleep medicine, allergy testing, integrated behavioral health or a new telehealth option, the phones change first. Patients call to ask whether you offer it, whether insurance covers it, who provides it and how to get started. Staff who have not been trained on the details give inconsistent answers, or take messages for a coordinator who is already stretched.
The first weeks of a new service line are when interest is highest and the phone process is least settled.
Defining the service before launch day
Before launch, your practice defines the new service the same way it defines everything else: visit types and their lengths, which providers deliver it, what a caller should be asked and where requests should go.
Doing this before the first announcement goes out means the earliest callers, often the most motivated ones, get the same complete intake as everyone who follows.
- New visit types, such as an initial consult and follow-ups, with their lengths
- Which providers or locations offer the service
- The intake questions a new caller should answer
- Who receives interested callers: a coordinator, a scheduler or a clinician
- Whether a referral or prior records are required
Interested callers, captured completely
Calls about a new service often come from people who are not yet patients. Katie captures their contact details, what they are interested in and what they asked, and records it in a structured summary for the person you named. Your coordinator follows up with a complete picture rather than a name and a number.
Questions about cost or coverage are recorded for staff, since Katie does not quote prices or check insurance with a payer.
Clinical boundaries for a new offering
New services attract clinical questions: is this treatment right for me, can I do it while taking a particular medication, what results should I expect. Katie answers none of them. They go to clinical staff under your escalation rules, which protects the new service from casual advice given at the front desk.
Your clinicians also decide which new service questions are urgent. A caller interested in a weight management program who mentions chest pain during exercise, for example, follows your escalation rules rather than waiting for the coordinator.
Adjusting as the service matures
A new service line rarely launches exactly as planned. Visit lengths change once providers see real patients, a second provider joins, or the intake questions need refining. Because the rules live in one place, changes apply to every call from then on, including the after-hours calls Annie answers.
The summaries also become early market research: what callers ask about most and, if your intake asks, how they heard about the service. Your team books interested patients in Veracity as the service settles in.
Frequently asked questions
- Can we add a service line after we start with MedReception AI?
- Yes. New visit types, providers and routing rules can be added as your practice grows.
- Can Katie tell callers whether the new service is covered?
- No. She records the plan details and the question, and your staff answer coverage questions.
- Who receives calls about the new service?
- Whoever you name: a coordinator, a scheduler or a clinical lead. Your rules decide, and they can change as the service grows.
- Are calls about the new service answered after hours?
- Yes. Annie answers interested callers at night and on weekends with the same intake questions, which matters when a new service has just been announced and people call the moment they hear about it.
Ready to implement this for your Veracity workflow?
Book a demo and we'll run your own calls through Katie: new patient intake, scheduling requests, call routing and the escalation rules your practice sets. You'll see the summary your staff receive after each call.