Front Desk & Team Support
Digital CA
Front desk called in sick? Quit without notice? No problem.
Brooke answers your phone line, logs every call and files each callback, message and booking request with an owner. River greets patients in the lobby and alerts staff.
The short version
What you need to know in half a minute
Meet your Digital CAs, Brooke and River. Brooke answers the phones, takes every message and files each callback and booking request for your team. River greets patients in the lobby and alerts your staff. Together, they keep calls and patients from slipping through when the front desk is short.
The problem
When the front desk is out or buried, calls go to voicemail, messages end up on sticky notes, and nobody can say who was supposed to call the patient back.
What it does
Brooke answers the call, logs it, and files a task with an owner: callback, message, question, booking request or urgent. River greets patients in the lobby and sends staff alerts.
What changes in your office
Every call leaves a record and a task someone owns. Your team starts from a clear list instead of a pile of voicemails, and the practice inbox gets a summary after each call.
- Every call answered and logged
- Callbacks and booking requests land in one queue, with an owner
- A summary email after every call
- Patients greeted in the lobby; staff alerted
In your office
How Digital CA fits into your day
- The phone ringsBrooke answers, recognizes repeat callers, and follows the right script for the reason they are calling.
- The caller needs somethingBrooke files a callback, message, question, booking request or urgent task in your office task queue, with an owner and a status.
- After the callThe practice inbox gets an end-of-call summary, and the call is logged.
- An emergencyIf the caller uses emergency words, Brooke directs them to call 911 or go to the emergency room.
- Calling the patient backYour team works the queue. No answer or voicemail counts as an attempt, not a finish. Retries come up at 2 hours, then 24 hours; after 3 attempts it escalates.
- In the lobbyRiver greets arriving patients with a short, fixed greeting and alerts your staff, who acknowledge the alert from the River console.
Screens
Screens and video
Screens and call recordings for Digital CA are being prepared on a fictional demo practice. Until then, the steps below walk through a day as it works today.
In depth
What Digital CA does for your office
Your phone gets answered, even when the desk is empty
Brooke answers the practice line, remembers repeat callers and routes each call to the right script. Every call is logged, so you know who called and why, even on the day your front desk called in sick.
Every request becomes a task someone owns
Brooke files callbacks, messages, questions, booking requests and urgent items into your office task queue, each with an owner and a status. Questions she cannot answer are captured, not lost. Your team picks up a clean list instead of decoding voicemails.
A missed callback cannot quietly disappear
Reaching voicemail counts as an attempt, not a finished task. The callback comes back at 2 hours and again at 24 hours, and escalates after 3 attempts. Sentinel also watches for overdue callbacks and interrupted calls.
A summary in your inbox after every call
At the end of each call, the practice inbox receives a summary. You can see what patients asked for without listening to recordings or chasing your team.
Emergencies get a clear, immediate direction
When a caller uses emergency words, Brooke tells them to call 911 or go to the emergency room. She does not try to handle it on the phone.
Patients are greeted, and your staff knows they are here
River greets patients in the lobby with one of a short set of fixed greetings, each stating that River is automated. It alerts your staff, who acknowledge the alert. River does not check patients in or make up conversation.
Your front desk is the first voice and face of your care. When that seat is empty, the practice should not go silent. Digital CA keeps the phone answered and every request owned, so the doctor is not the one left picking up the pieces.
The full list
Everything Digital CA does today
- Brooke answers the practice phone line and routes each call to the right script.
- Brooke remembers repeat callers.
- Brooke logs every call.
- Brooke files callback, message, question, booking-request and urgent tasks to your office queue, each with an owner and status.
- Brooke captures questions she cannot answer as tasks for your team.
- Brooke sends an end-of-call summary email to the practice inbox.
- Brooke directs callers who use emergency words to call 911 or go to the emergency room.
- Callback attempts are tracked: no answer or voicemail is an attempt; retries at 2 hours and 24 hours; escalates after 3 attempts.
- Tasks can be claimed, reassigned, snoozed, escalated and resolved, with the reason recorded.
- When a seat is empty, tasks fall back to the next responsible person, including the doctor.
- River greets lobby arrivals with one of 7 fixed greetings, each stating it is automated.
- River sends staff alerts that staff acknowledge from the River console, with cooldown and mute controls.
- Sentinel watches Digital CA for interrupted calls, overdue callbacks and failed actions.
Coming
- Transfer of a live call to a staff member.
- River checking patients in at the lobby.
Who built it
ChiroUnchained was built by a practicing chiropractor. Dr. Brett Moss, DC, has been in practice since 1998, is a second-generation chiropractor, and built these tools in his own office, to fix the problems he lived with every day.