Phone integration
Recognize the caller with a phone system connection
When the phone rings, the front desk sees who is calling, their last appointment and their open balance. An unanswered call is not forgotten; under the clinic's rule it becomes a task or a prospective patient.
What does the front desk see while the phone rings?
The caller's number is matched against the telephone numbers in patient records. If there is a match, the front desk sees the caller, their last appointment and their open balance; if there is none, a new prospective patient is suggested. The fields shown are limited by the user's role.
A call can be started from the patient card or the appointment list, and it is logged on the patient record. The duration, direction and outcome of the conversation appear on the patient timeline, and the front desk can add a short note.
After a missed call, a callback or message is suggested according to the patient's channel consent and quiet hours; for commercial messages, IYS is checked.
From the call to a task
An incoming call is matched to a patient record and the conversation is written to the timeline; an unanswered call becomes a task or a prospective patient.
Call summary
Duration and outcome are written to the patient timeline.
- The process is complete here.
All steps
- 01 Incoming call (Caller) A patient calls the clinic.
- 02 Number match (HekimBis) The calling number is matched to a patient record.
- 03 Caller information (Front desk) The front desk sees the caller, last appointment, and open balance.
- 04 Conversation (Front desk) The call is answered and an appointment or note is recorded.
- 05 Call summary (HekimBis) Duration and outcome are written to the patient timeline.
Alternative path from 03 Caller information; it returns to the main flow at 05 Call summary.
- 03a Missed call (Phone system) The call was not answered.
- 03b Task or lead (HekimBis) A task or a new lead is opened according to the rule.
- 03c Consent-aware follow-up (Front desk) A callback or message is made according to channel consent and quiet hours.
Alternative path from 02 Number match; it returns to the main flow at 03 Caller information.
- 02a No match (HekimBis) A new lead is offered; no clinical information is shown.
05 Call summary
A missed call is followed up in three steps
- 1
It is recorded
An unanswered call is recorded with its number and time.
- 2
It becomes a task or a prospective patient
Under the clinic's rule, a callback task or a new prospective patient is opened.
- 3
Follow-up depends on consent
The callback or message follows channel consent and quiet hours, and the response time is tracked.
How does the phone connection change the daily work?
Greeting at the front desk
Because the caller is recognized, the front desk greets them with their last appointment and open balance in view, without asking for identification.
Central call center
In multi-branch clinics, an authorized call center team books appointments by looking at the calendar across branches. The call center role works with prospective patients, appointments and communication.
New prospective patient
For an unrecognized number, a new prospective patient is suggested; the caller's number is recorded as the source and the prospect is tracked until the appointment.
Missed call follow-up
A missed call becomes a task, the response time is tracked, and the callback follows channel consent and quiet hours.
Privacy rules for phone data
Even when there is a match, the fields shown are limited by the user's role; a caller's number alone shows no clinical information. The call center role works with prospective patients, appointments and communication without access to the clinical file.
If voice recording is used, the notice to the patient and any required consent are arranged separately. Callbacks and messages depend on the patient's channel consent and quiet hours, and on the IYS check for commercial messages.
Frequently asked questions about the phone connection
How does it recognize the caller?
The caller's number is matched against the telephone numbers in patient records. If there is no match, a new prospective patient is suggested and the number is recorded as the source.
What happens to a missed call?
Under the clinic's rule it is recorded as a task or a prospective patient, and the response time is tracked.
Which phone systems are supported?
The connection depends on the interface your phone system provides. Share your phone system details and we will assess compatibility together.
Are calls recorded?
If voice recording is used, the notice to the patient and any required consent are arranged separately.
How does it work in a multi-branch clinic?
Each branch's phone system connects to its own branch, and an authorized call center team can book appointments by looking at the calendar across branches.
Is extra hardware needed to call from the patient card?
The requirement depends on the interface your phone system provides. Share your phone system details and we will assess compatibility together.
How do call records appear in the patient file?
The duration, direction and outcome of the conversation appear on the patient timeline, and the front desk can add a short note.
How is the source of a prospective patient recorded?
For a call from an unrecognized number, the caller's number is recorded as the source and the prospect is tracked until the appointment, so the phone also appears in source reports.
Does the call center team see the clinical file?
No. The call center role works with prospective patients, appointments and communication.
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