Why do phones, refills, and forms land on the same person?
Because the practice grew one task at a time and never split them. The person who knows the patients also knows the portal, so everything waits for them. Monday is a pile that started Friday. Recall is a list nobody opens until a provider asks why a patient vanished. Check-in still starts from a blank clipboard because yesterday's form is in the same inbox as a refill.
That is domino D07, messages and requests, tangled with phones and check-in. The audit's five-day tally separates the types so you can see which pile is oldest. The Reset will only take three. In primary care, the message pile is often one of them. Sometimes the template is, because well visits and same-day sick visits are fighting over one grid. That is the scheduling domino.
What does a sane week look like?
Four piles, not one. A clock you have hit before. A backup who can find the list when the lead is at lunch. Recall with an owner, even if the owner only works the list twice a week. The front desk logs refill requests and does not invent the clinical answer. Jennifer has watched primary-style days inside multi-site weeks: the phone rang about the pile, and the pile grew because the phone rang. Breaking that loop is the work. A new portal is not the work until the piles have names.
The Front Desk Guide walks the same ideas without the sales page. The price, if you want the count done for you, is still the Practice Audit.
What does the work look like here?
The offer does not change by specialty. The Practice Audit is $1,500. The 90-Day Medical Front Desk Reset is $12,500 and fixes three signed problems. The AI Audit is $1,000 when the question is readiness, not the front desk itself. Prices are the same in every city. What changes is which domino is usually knocking the others over, and the examples Jennifer uses in the room.
You still need an owner and a manager for a few hours a week. You still do not send patient information. You still will not get a promised rating, a client count, or a badge. If the fit is wrong, the call ends with a no. That is a complete outcome.
Questions people ask
Do you build recall campaigns?
PXC will name an owner and a clock for recall if you sign that problem. PXC does not run your marketing list or write clinical outreach. The desk rule is the product.
What about prior authorizations?
They are a request type with an owner and a clock, not a personality test. Clinical decisions stay clinical. The desk's job is to stop the request from living in a general pile with no age.
We have a portal. Isn't that the system?
A portal is an inbox. An inbox without types, owners, and clocks is a newer pile. Sort it before you add another login.