Orthopedics · Resource Guide
Orthopedic Call Intelligence Guide
Understand what happens on orthopedic new-patient calls — scheduling outcomes, qualification, subspecialty routing, referral and authorization friction, and lost-opportunity reasons — so intake performance can be explained, coached, and tied back to acquisition KPIs.
Signal Categories
5
Tracked Signals
20
AI Analysis
Included
Call Outcomes
Every orthopedic inquiry is classified so you can separate demand from conversion, and conversion from operational friction.
New Patient Opportunity
Whether the caller represents a prospective new orthopedic patient rather than an established-patient or administrative interaction.
Scheduling Outcome
What ultimately happened on the call — the single most useful field for connecting call handling to acquisition KPIs.
Appointment Requested
The caller asked for a visit. Requested-but-not-scheduled volume is your most recoverable loss.
Appointment Scheduled
A qualifying new-patient appointment was booked during the call.
Reason Not Scheduled
Why an opportunity did not convert — availability, referral, authorization, payer, records, routing, or patient choice.
Patient Qualification & Routing
Patient Qualification
Whether the inquiry fits the practice's orthopedic scope, payer participation, and intake requirements.
Body Region / Condition Context
The anatomical area or condition discussed, which supports subspecialty analysis and campaign alignment.
Urgent / Acute Inquiry
Injuries and acute presentations that need faster access than a routine consultation.
Provider / Subspecialty Routing
Whether the caller was directed to the right provider and subspecialty on the first attempt.
Insurance, Referral & Complex Intake
Insurance Concern
Payer participation, coverage, or cost questions that stalled the conversation.
Referral Requirement
The caller's plan or the practice workflow required a referral before scheduling.
Authorization Issue
Payer approval was required and not yet in place.
Workers' Compensation / MVA
Work-injury and auto or third-party liability intake, which carries extra approval and documentation steps.
Records / Imaging Requirement
Outside records or imaging were needed before the visit could be booked or completed.
Lost Opportunity Signals
No Appropriate Appointment
Nothing suitable was available in the timeframe, provider, subspecialty, or location the caller needed — an access signal, not a marketing one.
Patient Declined
The caller chose not to proceed after the options were presented.
Unreachable / Follow-Up Required
The opportunity remains open and needs an outbound attempt.
Experience & AI Analysis
Sentiment / Experience Indicators
How the interaction felt to the caller — useful for intake coaching and for explaining conversion differences between teams.
AI Summary
An AI-generated recap of each call so leaders can review intake performance without listening to full recordings.
Call Explorer
Search and filter calls by outcome, reason, region, payer, case type, location, or team to find patterns behind a KPI movement.
Connecting call signals to KPIs
Call intelligence explains the “why” behind a KPI movement. When a metric moves, start with the matching call signal below.
Call signal
Appointment requested but not scheduled
Review alongside: Lead-to-Scheduled Conversion Rate
Call signal
No appropriate appointment available
Review alongside: Appointment Lead Time
Call signal
Referral requirement raised on the call
Review alongside: Referral-to-Completed Rate
Call signal
Authorization issue raised on the call
Review alongside: Referral-to-Completed Visit Time
Call signal
Insurance concern raised on the call
Review alongside: Lead-to-Completed New Patient Rate
Call signal
Slow or missed call handling
Review alongside: Lead-to-Scheduled Time