The boundary
If it needs a person physically present, it stays with you.
Greeting the patient at the counter, taking a copay in person, handing over a specimen cup, calming someone in the waiting room — that’s your practice and it should be. Everything else can leave the building and come back done.
Three things we never do: we never give clinical advice or triage of any kind, we never suggest a diagnosis or a billing code, and we never take possession of your money. Anything clinical goes straight back to your team the same minute it reaches us.
The full catalog
Phones and scheduling
Answering your main line
Overflow and after-hours coverage
Voicemail clearing and callbacks
New patient booking
Rescheduling and cancellations
Filling cancelled slots from a waitlist
Appointment reminders and confirmations
No-show follow-up
Recall and overdue-patient outreach
Directions, hours and general inquiries
Insurance and eligibility
Insurance eligibility verification
Benefit and coverage checks
Copay and deductible lookup
Prior authorization submission
Prior authorization follow-up and appeals chasing
Referral authorization tracking
Payer portal monitoring
Updating insurance on file
Coordination-of-benefits clean-up
Intake and records
Patient intake forms
Demographic and chart data entry
New patient packet chasing
Records requests, in and out
Fax queue management
Scanning and document indexing
Consent and form collection
Chart prep for tomorrow’s schedule
Referrals and results
Inbound referral intake and routing to your staff
Outbound referral coordination
Specialist appointment booking for your patients
Chasing referral notes back
Lab and imaging order tracking
Telling a patient results are ready — never what they mean
Closing the loop on outstanding orders
Billing support
Patient balance calls
Payment plan setup
Statement questions
Claim status checks with payers
Denial sorting and routing to your biller
Credentialing paperwork support
Administrative
Provider schedule and template maintenance
Supply and vendor ordering
Inbox and portal message sorting
Daily and weekly reporting on everything above
Turn-on order
By risk, not by headline.
The obvious thing to sell is “we answer your phones.” We deliberately do that last. Handing over the main line before a team knows your practice is how outsourced front offices earn their reputation.
- Paperwork first. Intake forms, records requests, eligibility checks. Nothing time-critical, nothing on the phone. The lowest-risk way for a new team to learn your practice, your payers and your physicians.
- Then outbound calls. Payer follow-up, prior-auth chasing, filling cancelled slots, recalling overdue patients. Outbound is where a coordinator learns your payers without a patient waiting on the line.
- Inbound last. Answering your main line is the highest-trust thing a practice can hand over, so it goes last — not first, however good the demo looks.
Which one would you hand over first?
Fifteen minutes is enough to know whether this is worth your time.