Phone, online booking, Google Business, Ocean eReferral, and fax all land in the same command center — a real-time view of the entire patient journey, and the routing engine that dispatches each item to the right person.
Nothing gets missed because it arrived on the "wrong" channel — every source feeds the same real-time view, and every item has an owner.
Phone, online booking, Google Business Profile, Ocean eReferral, and fax all land in the same command center instead of five separate tools staff have to check individually.
Staff see where each patient stands — booked, confirmed, checked in, seen — without opening a separate system to look it up.
Incoming work routes to the right staff member automatically, using the same rules engine that powers outbound booking and orchestration.
Replaces siloed call logs and spreadsheets with one queue everyone on the front desk works from — no more chasing a booking across tools to find out what happened to it.
Patients who check in online or at a kiosk still need a staff member to validate them before they're truly in the system. The front desk queue is where that happens — grouped by status, pre-flagged, and never silently dropping someone the automation couldn't finish with.
Refused an accessibility step during booking or check-in. Stays here — across every date range and site in view — until someone calls.
Rows sort into To Validate, Waiting for Arrival, In Clinic, and Cancelled, with a live count for each. A site picker (for staff covering multiple locations), date range presets — Today, Yesterday, Last 7, Last 30, or a custom range up to 31 days — and patient search narrow the list without ever hiding what still needs attention.
If a patient can't complete an equipment or mobility step during booking or check-in — over a weight limit, needs transfer assistance — they land in a "Needs a call" list in their own words, visible regardless of date range or site filter, until a staff member calls and clears it.
No requisition on file, no OHIP card, an OHIP version-code mismatch, no referring doctor chosen, or a wait that's run long — each shows as a chip on the row itself, so staff resolve the problem before the patient is standing in front of them, not after.
Opening a row surfaces the EHR/RIS encounter, a preview of the requisition image, OHIP and referring-doctor checks, arrival status, and the activity timeline. Mark arrived, Validate, and Ask if they're still coming (which texts the patient) only appear when they apply — and cancelling a check-in leaves the EHR/RIS encounter untouched by default, unless a clinic has explicitly turned on automatic deletion.