Physical Therapy / Rehab New Patient Intake
Inbound call for new physical therapy or rehabilitation patient intake.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask if they have a physician referral or prescription for physical therapy — many insurers require one.
urgent“Do you have a referral or prescription from your doctor for physical therapy? Most insurance plans require one before we can see you.”
Field: Has physician referral / prescription
Ask what condition or injury they need therapy for.
important“What condition or injury are you looking to get therapy for?”
Field: Diagnosis or condition
Ask for their insurance information so benefits can be verified before the first visit.
important“Who is your insurance provider, and do you have your member ID handy? We'll verify your benefits before your first visit.”
Field: Insurance provider
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Never estimate the number of sessions needed without a clinical evaluation.
Do not guarantee insurance coverage or copay amounts.
Never provide medical diagnoses or treatment opinions.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- State next step
- Send confirmation
- Remind to bring referral
- Confirm insurance info
Then creates a service request with:
- Patient name
- Callback number
- Date of birth
- Referring physician name
- Diagnosis or condition
- Has physician referral / prescription
- Insurance provider
- Insurance member ID
- Surgery date (if post-surgical)
- Current mobility limitations
- Preferred clinic location
- Preferred appointment time
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