Use the list. Each term has an address you can link, such as `/glossary/#no-show-rate`. Problem pages and articles should not invent a second definition.
No-show rate
Visits where the person did not arrive and did not cancel ahead, divided by the visits you expected, using one definition you keep. Do not blend cancellations into it. Compare it with your own past rate, not with a number from a blog.
Cancellation
The person told you ahead of time they would not come. A cancellation can still be a problem if nobody refills the slot or rebooks them. It is not a no-show.
Callback queue
One list of return calls with an owner, a backup, a clock, and a definition of closed. A voicemail box is not a queue. Sticky notes plus an inbox are not a queue.
Missed call
The phone rang and nobody answered. It is a count by hour, not a patient story. It becomes an open callback only when someone owes a return call.
Abandoned call
The caller hung up while waiting, often on hold. Your phone system may show it. If it does not, do not invent the number.
Open callback
A message or missed call that still needs a return call. Age matters more than the size of the list. Closed means the need was handled, not that someone dialed.
Unresolved call
Someone answered, but the caller did not get what they needed. It is easy to hide inside answered-call totals. Count it if your sheet can see it.
Domino Map
A one-page picture of the ten front desk problems, marked with what you counted. It shows which problem is knocking the others over. It is not a slogan and not a score against other clinics.
Top 3
The three problems you sign after the Practice Audit. The Reset works only on those three. The other seven stay on a written backlog.
Practice Audit
The paid measurement: a five-day tally, observation, a Domino Map, a signed Top 3, and a quick-win kit. The price is on the pricing page, not restated in every glossary line.
90-Day Medical Front Desk Reset
Ninety days of work on the three signed problems, one at a time, with weekly sessions and a day-90 recount using the same tally. It is not a promise of a result.
AI Audit
A readiness review of where a tool would help and what must be true first. It is not a second front desk audit. It is never credited toward the Reset.
Pinpoint
The first stage of the method. It is the Practice Audit. You do not fix a guess.
eXecute
The second stage. It is the 90-Day Medical Front Desk Reset. The X matches the brand. The work is the three signed problems.
Compound
The stage after the Reset, when the rules have to survive without a consultant in the room. It is not a product and it has no price.
Quick Win Kit
A small set of rules you can run the same week as the findings: a card, a script, a first written step. It is not a mini Reset.
Screener
A free five-minute check of which front desk problems showed up in a normal week. It points at dominoes. It does not credit any fee and it is not the scorecard.
Domino scorecard
A self-score of all ten dominoes. Different from the screener. Neither replaces the five-day tally.
Template
The schedule grid: which visit types it holds and how long they actually take. It is a rule, not a suggestion, once someone owns overrides.
Override
A visit added outside the template. Every override needs a named approver. If the approver is whoever answered the phone, you do not have an owner.
Same-day hold
A slot kept for work that shows up today. It needs a release time. Filling it at open means the later call has nowhere to land.
Lead time
Days between booking and the visit. Long lead times are a common no-show cluster. Check yours before you change the reminder.
Backfill
Offering a freed slot to someone who is waiting. If nobody tries, you do not have a no-show problem. You have an empty slot nobody worked.
Check-in
The steps from the door to a visit that is ready. It fails when the window is the first time anyone sees the form.
Checkout
The close of the visit: next step booked, owned by a name, or not needed. Someone will call is not a close.
Handoff
Work passed from the desk to a named receiver with a clock. A hallway sentence is not a handoff.
Escalation
The path for what must reach a manager or a clinician the same hour. It is written. It is not whoever is nearby.
Coverage plan
Who is on the phone, who is at the window, and who backs them up, including lunch. Hoped-for lunch is not a plan.
Onboarding
The first weeks a new hire learns the rules, practices one task with a coach, gets spot-checked, and is signed off. Two days of shadowing is not onboarding.
Show, tell, do, check
The training steps. Show the task. Say why in one sentence. They do it while watched. Later you check they can do it alone and you write that down.
Patient information
Names, dates of birth, record numbers, phone numbers, photos, and schedules with names. PXC does not want it. Counts and roles are the substitute.
Tally
Five ordinary days of counts. No patient names. The baseline the day-90 recount has to match.
Observation
About two hours at the hour you say is worst, on a screen share of the workflow. All work is virtual nationwide. Not a tour of the chart and not an office visit.
Findings call
The conversation where you see the counts and sign the Top 3, or send the measures back. The audit credit clock starts from this call.
Credit window
Thirty days after the findings call. Sign the Reset inside it and the audit fee is credited. After it, the credit is gone. The AI Audit is outside this window entirely.
Extension
Extra time you choose past the original scope. The price is on the pricing page. It is not the same as free work to day 180.
Extra location
A second door where the same three modules must be taught and counted. It is scoped separately. It is not a copied binder.
Playground
A coming-soon community for managers and owners. Waitlist only. Not open. Not a way around the audit.
Virtual observation
Watching the workflow on a screen share: who grabs the phone, where the list lives. No chart. This is how every PXC observation is done.
Confirmation
A two-way check that a visit is still wanted, read by a person who can rebook the same day. A reminder nobody can answer is not a confirmation.
Rebooking
Giving the person a new time after a cancel or a no-show, owned by one name per shift. A released slot and a rebooked person are both part of the job.
Review reply
A public answer that does not confirm someone is a patient, name a date, or argue a clinical detail. It offers a private path to a named manager. A human sends it.
Rush hour
The predictable peak, often open and after lunch, when the phone and the window want the same person. Star it on the tally. Do not observe a quiet hour and call it the day.
Backup owner
The person who runs the list when the owner is at lunch or out. If they cannot find the list, the backup is a name on a poster.
Closed
The need is handled or a named next step exists. Dialing, deleting a voicemail, or lowering an inbox badge is not closed.
Friday look
Ten minutes with the oldest item, the owner, and the count. Not a new project. The habit that keeps a rule alive after the consultant is gone.