Front Desk · Portal
How should front desk staff classify portal requests?
Classify the request before routing it. Common operational categories include account or access help, proxy or caregiver access, message-status questions, records requests, billing questions, technical errors and requests that require clinical review. Each category should have one approved destination and a clear stop point for the front desk.
First checks
Work through the workflow before escalating blindly.
- Identify the request category.
- Follow the organization’s approved identity-verification process.
- Use the approved destination for that category.
- Give only response expectations approved by the receiving team.
- Document the handoff according to local procedure.
Ownership questions
- Which categories may front desk resolve?
- Which team owns access and identity issues?
- Which requests must go to the clinical team?
- Who handles unresolved technical errors?
Avoid making the problem worse
Common failure patterns
- Routing the same request to several teams.
- Guessing about access permissions.
- Copying patient messages into outside tools.
When to escalate
Clinical questions, security issues and account-access problems should follow the organization’s authorized internal channels. HelpEpic should not receive patient messages, screenshots or credentials.
Related resources
Continue with the closest workflow tool.
Portal Stop/Send Card→Portal routing guide→Front-desk resources→Boundary: Your organization’s approved policy, configuration, security controls and escalation process always control. HelpEpic is independent workflow guidance, not clinical advice or official Epic support. Never send HelpEpic patient names, DOBs, MRNs, screenshots, records, passwords, tokens or confidential internal information.