Updated 2026-11-09
How should you read this guide?
Pick the section that matches the complaint you heard this week. Read the rule. Open the problem page if you want the scripts and the tally sheet. Do not try to install all ten sections in a month. Three is the most a desk can learn while it is still seeing patients. The ten dominoes page is the map. This guide is the longer walk.
Print it from the browser if you want paper. There is no separate gated PDF, because a PDF that drifts from the page becomes a second policy. The date on this page is the date to trust.
Jennifer N. Radu wrote the rules from 21 years of running practices, including 12 urgent care clinics across 4 counties, and from a teaching degree that prefers a check over a speech. Six back surgeries inform the wait and checkout sections from the patient side. None of that is a client result.
Phones and callbacks
One list. One owner per shift. A callback is done when the need is handled, not when someone dialed. Count answered, voicemail, and abandoned calls by hour for five days, and star the hours the phone person was also at the window.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is phones and callbacks. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Arrival and check-in
The window confirms. It should not discover the form, the card, and the reason all at once. Decide what must be finished before arrival, and what pauses when the line hits a number you wrote down.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is arrival and check-in. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Wait time and updates
Say you are running behind, who will speak again, and when. Then do it. Do not guess a clinical reason. Do not promise a minute you cannot keep.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is wait time and updates. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Scheduling and the template
One person may override the template. Everyone else may request. Write the visit types the grid holds and the time a same-day hold may be released.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is scheduling and the template. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
No-shows and confirmations
Split no-shows from cancellations. Look back by visit type and lead time. Give one person rebooking. A fee is a counsel question, not the plan. Let people answer the reminder.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is no-shows and confirmations. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Checkout and follow-through
The visit is closed when the next step is booked, owned by a name, or truly not needed. Ban the sentence someone will call unless that someone knows.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is checkout and follow-through. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Messages, forms, and refills
Four piles, not one inbox. Each pile has an owner, a backup, and a clock. Clinical yes or no stays on the clinical path. Age beats volume.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is messages, forms, and refills. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Handoffs and escalation
Three lists: what the desk finishes, what a clinician must finish, and what reaches a manager the same hour. A hallway sentence is not a handoff.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is handoffs and escalation. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Hiring is not the same as onboarding
Plan 30 days. Week one is rules. Week two is one task with a coach. Week three is spot checks. Week four is sign-off. Show, tell, do, check. Lunch is on the schedule.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is hiring is not the same as onboarding. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
Reviews and feedback inside the building
Tag what people name. Reply without confirming they are a patient. Catch the same complaint at checkout. Do not pay for reviews. HHS explains privacy at hhs.gov/hipaa. This is not legal advice.
Run it for five ordinary days before you add software. Name the owner on the schedule, not in a group chat. Tell a new hire where the list lives. If they cannot find it without a veteran, it is not a system yet.
The short page is reviews and feedback inside the building. Use this guide for the rule and that page for the steps, the local note, and the questions. Prices, if you want PXC to count it with you, are only on the pricing page. The Practice Audit is the paid tally. The Reset is the 90 days on three signed sections, not on all ten.
A Friday question for this section: what is the oldest open item, who owns it, and did the backup run it once this week? Write the answers in a notebook. A dashboard is optional. The notebook is not.
Do not collect patient names while you practice the rule. Counts and roles are the whole record. PXC is based in Bradenton, Florida, and the same rule is what virtual clients use. The phone is (941) 239-2309 if you want the section counted instead of self-taught.
What does a finished desk look like?
Not a silent phone and a five-star wall. A finished desk is boring. The callback list has an owner. The line has a pause rule. The room hears a true update. The template has one person who may break it. No-shows and cancellations are different numbers. Checkout names a next step. Messages have ages. Handoffs have a receiver. A new hire can run one rush with a backup in the building. Reviews are answered by a human who does not confirm the chart.
If that is not this month, pick three. Leave the other seven on a written backlog so they are a choice later, not a surprise.