Huginn: who’s calling, before you say hello.
Huginn sits on the practice’s phone system and shows the front desk who is on the line, why they might be calling and what to do about it. It is in daily use at the practices we run.
Patient · DOB 1951Ringing
When the phone rings
The caller, before hello
Huginn looks the number up as it rings. A shared family phone shows each possible patient; a call from a provider’s office shows the office, from your contact directory.
A call card with the answers
Next visit, insurance with member ID, and the balance, on one card. One key opens the patient in Odin.
Calls that need flagging
Insurers, law offices and after-hours calls for the doctor are marked as they come in, and calls are tagged with a reason in one keystroke.
The queue, visible
A live board of waiting callers and parked calls, and a red banner when a queue should be staffed and nobody is signed in.
After the phone stops
Missed-call follow-up
Missed callers go on a follow-up list. Someone claims a callback with “I’ll call them back”, so two people don’t ring the same patient. An automatic text to missed callers can be switched on per practice.
Two-way texting
Rolling out A shared team inbox for patient texts, group messages, scheduled sends and an office-closed auto-reply.
Voicemail transcription
Rolling out Voicemails transcribed on our own servers, so they can be read and searched instead of replayed.
Call statistics
Call log, volume and reasons over time, and an audit page.
Where it’s going
Fax, inside Huginn
Moving in Today our fax service reads, sorts and files incoming faxes as its own system, with a person reviewing each one before it’s filed. It is moving into Huginn so calls, texts and faxes share one inbox.
Text-to-pay
Coming soon Sending a patient a link to pay their copay or balance by text.
Your phone system
Huginn runs on an open-source phone system we host and manage. If you’re on something else today, we’ll talk about what moving involves.
Tired of answering the phone blind?
If your phones are the bottleneck at your front desk, we'd like to hear how your calls work today.