Free Guide for Healthcare Practices
Could You Pass a Phone Audit Tomorrow?
Patients call to book, ask about a bill, check on a refill, or chase a test result. How those calls go shapes how they feel about you. This guide shows you where calls slip through, where health information ends up, and how to fix both.
Practical Fixes You Can Start This Month
- Callbacks and routing that work. Cut hold times during the Monday morning rush and get every call to the right team the first time.
- Where health information shows up. Follow one refill call start to finish and see how much sensitive data ends up in a single recording.
- The sample problem. A simple worksheet to find out how many of your calls nobody ever reviews.
- A 30/60/90-day plan. Clear steps to go from baseline to audit-ready.
- 12 questions to ask any vendor. Make them show you, not just tell you.
Score Your Practice in 10 Minutes
The guide includes the Front Door Self-Audit. Answer 10 quick questions, add up your score, and see if you’re Exposed, Getting There, or Audit-Ready. Then you’ll know exactly where to start.
How Healthcare Teams Fixed It
“With Xima it’s nice because we can see the number of answered calls per user… and which phones are currently in use and which are ready.”
Sean Murphy, IT Manager, Fairfax Pediatric Associates
Plus stories from Privia Medical Group and a national pharmacy services organization that handled nearly 28,000 calls in its first 90 days.
Why it Matters
-
51%
of patients named long wait times as a reason to leave a provider.
-
82%
give a provider just one or two chances before switching.
-
1% to 5%
of calls is all most teams can review. The rest go unchecked.
Source: Tebra 2025 patient survey; Xima customer experience.
