Specialties · Primary Care

We understand primary care practices.

The highest-volume front desk in healthcare. Mixed payers. Chronic care coordination that lives mostly outside the visit. We've sat at this desk — and built our framework around it.

Primary care and internal medicine practices run the busiest, most complicated front desk in independent medicine. The same person at the same desk is fielding a same-day acute request, a refill question, a referral coordination, a Medicare wellness conversation, and a parent calling about a sick kid — sometimes inside the same fifteen minutes.

The economics demand high throughput. The medicine demands continuity. The payers demand pristine documentation. And the patient — your patient, for fifteen years — demands to feel known when they call. Most front desk technology was not built for this. It was built for the easier specialties.

Our framework was. Here's how it maps to the way primary care actually works.

Five specific pain points. Every primary care owner nods.

Same-day acutes compete with chronic continuity.

An 8 AM flood of "I think I have strep" requests displaces the diabetic follow-up that was booked six weeks ago. The chronic patient gets bumped, the AWV gets skipped, and the front desk takes the heat. The visit type that drives long-term reimbursement loses to the visit type that doesn't — every single morning.

A payer mix that punishes one-size-fits-all.

Medicare, Medicaid, commercial, ACA marketplace, dual-eligible — each with its own copay rules, prior-auth requirements, and AWV vs. preventive vs. problem-oriented coding. The front desk has to know which is which before the patient walks in, or the claim comes back denied weeks later.

Chronic care coordination is unpaid front desk work.

Refill requests, lab follow-up, specialist referrals, prior auths, care-gap closure — the front desk owns most of this work but rarely has time to do it well. The result: refill backlogs, missed labs, and CCM/TCM dollars left on the table because nobody's tracking who's eligible.

Referral management leaks revenue both ways.

Patients sent out who never come back. Specialists' notes that never arrive in the chart. Closed loops that never closed. The front desk is the de facto referral manager — but it doesn't have time or tooling to actually manage referrals at the volume primary care generates.

Annual wellness visits are a missed revenue line.

AWVs and IPPEs reimburse well, drive HCC capture, and protect the patient relationship — but they require deliberate scheduling cadence, eligibility-aware reminders, and a front desk that knows to convert a "regular check-up" call into a Welcome-to-Medicare visit. Most primary care offices leave a quiet six-figure stack on the table here.

Autonomous AI mapped to primary care workflows.

Voice triage, eligibility verification, and BI built for the busiest, most-multi-payer front desk in independent medicine.

Agents Suite

Autonomous AI agents for primary care.

Voice scheduling agent triages refill requests, books sick visits, handles Medicare AWV scheduling — and answers calls that used to roll to voicemail at 11:45 AM.
Smart confirmations use a different cadence for acute vs. annual visits — different lead times, different language, different rebook flow.
Eligibility intelligence verifies primary + secondary insurance two business days out. Flags Medicare AWV eligibility, ACA plan changes, and prior-auth needs before the visit happens.

BI Agent

Real-time visibility into primary care metrics.

Call answer rate by hour — see exactly when the front desk is underwater and how much the agent absorbed.
No-show rate by visit type — acute vs. annual vs. chronic-care follow-up, segmented and trending.
AWV conversion rate among Medicare-eligible patients — the metric most independent PC offices don't track.
Eligibility denial reasons — surfaced before they become rework.

Human-led operating discipline for primary care.

Evidence-based assessment of the morning rush, documented playbooks the next hire can read on day one, and a 90-day plan that turns findings into operating reality.

Evaluation Framework

Evidence-based assessment.

Half-day on-site observing the morning rush, refill triage, AWV conversion conversations, and check-in flow.
Scheduling-template audit against your actual visit mix — same-day acute, chronic-care follow-up, AWV, transitional-care.
Written findings with leakage sized in dollars per pillar — access, scheduling, show rate, revenue capture, retention.

Operational SOP Definition

Documented playbooks.

Refill triage playbook — what the front desk routes to the nurse, what gets handled at the desk, what triggers a visit.
AWV conversion script — how to turn a "regular check-up" call into a Welcome-to-Medicare visit.
Chronic-care follow-up workflow — CCM/TCM eligibility, recall cadence, gap-in-care closure.
Referral management playbook — outbound tracking, inbound notes, closed-loop follow-up.

Strategic Transformation

90-day execution roadmap.

Days 1–30: template redesign + SOP rollout. Front desk has documented playbooks for the five highest-leakage workflows.
Days 31–60: voice agent + eligibility agent deployed. Calls answered, schedules verified.
Days 61–90: BI dashboards live, monthly operating cadence, AWV conversion targeting.

What we measure in primary care.

Different specialties have different leading indicators. These are the ones we track for primary care — with the target ranges we're aiming at.

85%+

Call answer rate during 8 AM–5 PM open hours. Industry baseline for independent PC sits at 60–70%.

<10%

No-show rate after specialty-tuned confirmation. Untreated PC baseline tends to sit at 15–20%.

92%+

Eligibility verified 48 hours before visit. Target is no eligibility surprises at check-in.

35%+

AWV conversion among Medicare-eligible patients. Most independent PC practices sit below 20%.

Let's build together.

Independent practices deserve intelligent practice operations. Get started with a quick conversation.

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