ALREADY LIVE? · WORKSHEET
Find the work your automation leaves unfinished.
Review unresolved requests, unsupported completion messages, and the staff work required to recover them.
Start from the record, not the transcript.
Pull one week of automation-handled requests — scheduling changes, callbacks, referrals. For each request, check what the caller heard against what a staff member can find and finish. Work through the table with patient-access, integration and operations owners.
Mark each row verified, unresolved or unknown. “Unknown” points to a conversation, not a confirmed failure. This worksheet does not test your systems, score your security or approve a configuration.
The worksheet.
| Check | What to record | Where to look |
|---|---|---|
| Unresolved request | Is there a work item in the right practice queue, with a receiving team and an agreed callback or handling deadline? | Queue record, receiving team, due window |
| Completion claim without a supporting record | Did the caller hear “done,” “sent” or “you will be called back”? Which authoritative record, event or correlated entry proves that milestone? | Authoritative record, correlated event, confirmation mapping |
| Responsible owner | Who accepted the work? When does responsibility transfer, escalate and close — including after hours? | Acceptance record, escalation path, closure reason |
| Staff recovery effort | What did staff do to recover each unfinished item — search, rebook, call back, reconcile? How long did it take, and what was left waiting? | Recovery log, time spent, delayed requests |
Tip: unresolved requests cluster around handoffs. If acceptance is missing, the promise is not evidence of ownership. See the request was sent — who accepted it? and when the agent says “done”.
Owners and recovery.
- Patient access + receiving team: confirm queue, acceptance, due window and closure outcome for each unresolved item.
- Integration + application owner: correlate each completion message to its authoritative record and note corrections, retries and duplicate-effect checks.
- Operations + quality: observe one walkthrough where a reviewer finds, corrects and closes an unfinished item using accessible evidence.
- Release + security: confirm which release and configuration the evidence covers, and what changed since.
Record the evidence needed, its owner and the decision it affects. Bring the list to your next operations review.
What to do next.
- Planning a change? Build a rollout brief ↗ with the six evidence questions.
- Need a concrete illustration? Preview the callback-review worksheet ↗ and walk through the fictional callback ↗.
- Buying or accepting a workflow? Prepare a vendor review ↗.
- Want help with the gaps? Discuss an assessment ↗ — bring this worksheet and the decision your team needs to make.