Five front-office jobs. One Krew beside your team.
Your front desk is meant to be the receptionist, the new patient coordinator, the scheduler, the reviews team and the marketer, all while looking after the patients at the counter.
Here's each job: the problem, what the research says, what your Krew does about it, and the safeguard that keeps it right for a health practice.
Five jobs, all running
- Front Desk
- Every line answered
- Intake
- Forms out to 2 new patients
- Schedule
- 2pm cancellation filled
- Reviews
- A reply waiting for you
- Marketer
- Flu clinic post approved
What each job covers.
Every job is set up around your practice: your practitioners, appointment types, hours and rules.
01Front Desk
Covers the overflow and after-hours phones
answered in your practice's name, day or night.
- Answers every call, any hour
- Books the right practitioner and length
- Offers cancellations to the short-notice list
Safeguard: Never gives clinical advice.
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- The phones peak at 8am, at lunch and after hours, just when the desk is busiest with patients at the counter.
- A caller who gets the engaged tone or voicemail often rings the next practice on the list.
- Answers every call in your practice's name, any hour, and talks like a person, not a menu
- Works out who it is: a new patient, an existing patient, a parent, another practice
- Books the right appointment type, with the right practitioner and length, into your practice software
- Reschedules and cancels, and offers the gap to the short-notice list
- Never gives clinical advice. Symptoms, medication and results go to your clinical team, flagged. Emergencies are told to call 000 straight away.
02New Patient Intake
Covers the new patient coordinator role
to reply to a new patient enquiry, any hour.
- Replies to new patients in about a minute
- Sends and chases the intake forms
- Follows up anyone who didn't book
Safeguard: Only asks for what's needed to book.
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- Booking requests, web forms and referrals wait until someone at the desk has a spare minute.
- By the time someone rings back, many have booked elsewhere.
- Texts and calls every new enquiry back in about a minute, day or night
- Asks one or two questions to book the right first appointment
- Sends the intake form by text and email, collects Medicare and health fund details, and reminds them to finish it
- Follows up anyone who didn't book, and stops the moment they do
- Only asks for what's needed to book. Clinical history stays for the consultation.
03Schedule & Recall
Covers the scheduler and recall list
cancellations offered out to the short-notice list.
- Reminders and confirmations
- Cancellations offered out in minutes
- Recalls patients who are due
Safeguard: Recalls keep the visits your practitioners prescribed.
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- Late cancellations leave gaps nobody has time to fill.
- Recalls slip when the desk is flat out, so patients drift away from care they were prescribed.
- Reminders and confirmations before every appointment
- A short-notice list, so a 2pm cancellation is offered out in minutes
- Recalls patients who are due: check-ups, cleans, reviews and care plans
- Rebooks missed visits and sends your team a brief every morning
- Recalls keep the visits your practitioners prescribed. Never pushy, and the decision always stays with the practitioner.
04Reviews Manager
Covers the reviews half of a marketing role
a review request, sent once and never chased.
- Asks for a review after each visit
- Drafts your replies
- Sends anything unhappy straight to you
Safeguard: Replies never confirm someone is a patient or mention their care.
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- Most happy patients are never asked for a review.
- A careless reply can confirm someone is a patient, which privacy rules don't allow.
- Asks for a Google review after each visit, with a one-tap link
- Asks about the service: booking, staff, ease of the visit
- Drafts replies to new reviews for you
- Sends anything unhappy straight to you, so you can make it right
- Replies never confirm someone is a patient or mention their care. No testimonials about clinical care, in line with Ahpra's advertising rules.
05Marketer
Covers the marketing role
every post and email before it goes out.
- Practice news and patient education
- Seasonal reminders
- Emails to patients who opted in
Safeguard: Education and practice news only.
See the full detail
- Practices with a busy book rarely have anyone free to post, write the newsletter or tell patients what's new.
- Patient stories and photos need written consent, so posting in a rush is risky.
- Practice news and patient education posts for Facebook, Instagram and your Google Business Profile
- Seasonal reminders: check-ups, flu season, sport season, school holidays
- Emails to patients who've agreed to hear from you
- Everything waits for your approval before it goes out
- Education and practice news only. No patient photos, stories or results without written consent.
One message every morning.
Before the first patient walks in, your team gets one short message from your Krew. It's the handover a great receptionist would give, written down and waiting.
- What came in overnight, and what was booked
- New patients still finishing their intake forms
- Cancellations filled and recalls sent
- New reviews, with replies ready to approve
- Anything that needs a person, flagged at the top
No dashboards to learn. Read it in a minute, then get on with the clinic day.
Good morning, Northgate
- Overnight
- 9 calls answered, 3 booked
- New patients
- 2 enquiries, both booked
- Today
- 11:15 cancellation filled
- Recalls
- 12 health check reminders sent
- Reviews
- 2 new, replies waiting for you
What the five jobs add up to.
every call answered in your practice's name, public holidays included.
front-office jobs covered beside your team, set up and looked after for you.
to reply to a new patient enquiry, whether it lands at 10am or 10pm.
These are what the Krew does, not a promise of a number. What it's worth to your practice depends on your calls and your book, so we work it out with you, in your own figures, on the Front Office Audit.
The Foundation is just the start.
Once your five jobs are live and working well, we build the next agents around what your practice needs most. Each one is scoped together with you. Not a one-size bundle.
Accounts and payments
Polite reminders for outstanding accounts, so the desk isn't chasing them by phone.
Referrer updates
Lets referring practitioners know their patient has booked, within your privacy agreement.
Rosters and availability
Keeps practitioner leave and session changes in step with the book, and moves the patients affected.
Group reporting
One weekly view of calls, new patients, recalls and reviews across every location.
Team questions
Answers your front desk team's repeat questions from your own policies, and helps new staff settle in.
Patient feedback
Short service surveys after visits, with the results summed up for you.
None of these agents diagnose, triage or give clinical advice. Clinical decisions always stay with your clinicians.
Built for a health practice, not bolted on.
Health practices have rules of their own. These are built into every Krew we set up for a practice.
- Signed before anything flowsWe sign a privacy agreement under the Australian Privacy Act with your practice before any patient information is handled.
- No clinical advice, everThe Krew books, informs and routes. Symptoms, medication and results go to your clinical team. Emergencies are told to call 000 and flagged to you straight away.
- It says it's AIEvery call starts by saying it's an AI assistant for your practice and that the call is recorded. Anyone who wants a person gets a callback from your team.
- Reviews that never name a patientReview requests ask about the service, not the treatment. Replies never confirm someone is a patient. No testimonials about clinical care, in line with Ahpra's advertising rules.
- Your patients, your dataPatient information is never sold, never used to market anyone else, never used to train AI, and never shared with another practice.
- You sign it off firstNothing answers a single patient until your team has tested it and signed it off. Marketing posts wait for your approval.
Read how we handle patient information in our Health Privacy Statement.
Each job has its own page.
Pick a job to see how it runs in a practice like yours.
- Front DeskHow the phones get answered, any hour.
- After-hours Front DeskNights, weekends and public holidays.
- New Patient IntakeFrom first enquiry to first appointment.
- Schedule & RecallFewer gaps and fuller days.
- Reviews ManagerReviews asked for, replies drafted safely.
- MarketerNews and education your patients see.
Questions about the five jobs.
Do we have to use all five jobs?
All five are set up in your Front Office Foundation, and the Marketer is set up last, once the phones and follow-up are running. You decide how each one works for your practice.
Does it work with our team, or instead of them?
With them. It takes the overflow and the repetitive follow-up, so your team can look after the patients in front of them. Anyone who needs a person gets one.
What happens with a clinical question?
The Front Desk takes the details and passes them to your clinical team, flagged. It never gives clinical advice. Anyone describing an emergency is told to call 000.
Can it do more later?
Yes. When the five jobs are running smoothly, we can add more agents, each one agreed with you before we build it. There are examples above.
Hand the overflow to your Krew.
Book a 20-minute Front Office Audit. We'll show you which of the five jobs is costing your practice most, and tell you straight if it's a fit.