Operational Diagnostic
The 7 places most MSK clinics lose revenue before a visit is ever scheduled.
Failure Point
What's Happening
Measure Weekly
Benchmark
Missed Calls
Calls not answered during business hours
% of missed inbound calls
<5%
Hold Time Drop-Off
Patients hang up while waiting
Avg hold time & abandonment rate
<30s / <10%
Voicemail Black Hole
Calls go to voicemail and never convert
% of voicemail callbacks completed
>90%
After-Hours Leakage
No coverage nights and weekends
% of after-hours calls & conversion rate
Track & improve
Transfer Friction
Calls bounced between staff
Avg number of transfers per call
<1
Intake Lag
Delay between call and scheduled visit
Time from first call to scheduled appt
Same day
Data Entry Bottleneck
Manual entry slows response time
Time from call to EMR entry
<5 min
Quick Self-Assessment
How many of these are you actively tracking today? (Click rows above to mark — currently tracking 0 of 7)
0–2
Significant leakage
3–5
Partial visibility, still gaps
6–7
Strong operational control
Want help interpreting this?
If helpful, we can map this scorecard to your current front desk workflow and walk through where you're likely losing new patients before they ever get scheduled.
Share a few details and we’ll reach out to schedule a demo tailored to your clinic's intake and call flow.