Incoming Call Flow

1. Established patient

1.1. Acute Visit Request

1.1.1. Immediate Appointment Request?

1.1.1.1. Managed Care?

1.1.1.1.1. Yes

1.1.1.1.2. No

1.1.2. Specific Doctor or Time slot requested?

1.1.2.1. Provider Specific ?

1.1.2.1.1. Preferred Provider Available?

1.1.2.1.2. Virtual Preferred Provider?

1.1.2.1.3. Different Provider ?

1.1.2.1.4. Urgent Care / ER?

1.1.2.2. Time Specific?

1.1.2.2.1. Any Provider, best availability match?

1.1.2.2.2. Different Time /same day?

1.1.2.2.3. Nurse visit or work in Request

1.1.2.2.4. Urgent Care or ER

1.2. Chronic Visit Request

1.2.1. Same week?

1.2.1.1. Priority

1.2.1.1.1. Which Provider?

1.2.1.1.2. Time Preference?

1.2.2. Greater than 1 week?

1.2.2.1. Priority

1.2.2.1.1. Which provider?