How are you handling urgent add-ons while keeping details off the front desk? I keep one 10:30 a.m. buffer slot and use a neutral script (name, DOB, callback only) before routing through Epic, but it still gets tight when three walk-ins arrive at lunch — any tips that protect confidentiality and keep the schedule sane?
I’d split that buffer into two micro-holds (10:20 and 12:50) and use a small sign/QR to MyChart quick registration so walk-ins enter name/DOB themselves while the desk just says “we’ll call you shortly.” Front desk pings a back-office triager via Teams who drops them into a “lunch overflow” column in Epic — turns the noon Tetris into a queue; would that fit your setup, @Erin_P?
@mark89red +1 on self-entry; our biggest win was a dedicated Epic Same‑Day In Basket pool with a.SDA smartphrase (name/DOB/callback only), so the desk just says, “Let me move us to a private line and we’ll get you queued,” then routes to the back office to slot into the next hold. We also cap lunch walk‑ins at two and auto‑text the rest a MyChart eCheck‑in link with a 20‑minute callback window — keeps it like landing planes, not a pileup. Do you have an In Basket pool you could repurpose?