Staff do not know where a request belongs
Frame the issue around ownership, expected destination, the failed handoff and what should happen next.
Registration & front desk
Epic Workflow Help for Front Desk Staff
Free workflow guidance for registration, portal requests, scheduling handoffs, document intake, duplicate work and escalation rules.
Common friction
Where front desk often get stuck
Duplicate tasks are created because routing is unclear
Frame the issue around ownership, expected destination, the failed handoff and what should happen next.
Portal, phone and in-person requests follow different informal rules
Frame the issue around ownership, expected destination, the failed handoff and what should happen next.
New staff need a reliable first-line workflow standard
Frame the issue around ownership, expected destination, the failed handoff and what should happen next.
Free starter check
Clarify these first
- Identify the request type before routing it
- Confirm the approved receiving team or pool
- Avoid creating duplicate work to compensate for uncertainty
- Know the stop-and-escalate rule for exceptions
Keep these with authorized internal teams
- Identity verification or security questions
- Patient-specific clinical concerns
- Payment or payer policy interpretation
- Access, outages or permissions
Related resources
All guides →