Can we manage calls for several clinics in one Planfix account?

Yes. You can create separate status sets and routing rules for each clinic, specialty, or service line. All calls still arrive in one governed workspace so supervisors see global demand. Directories keep doctors, sites, and contact groups aligned which prevents wrong assignments across locations.

Can agents work from a single board without losing structure?

Agents work from Planner which shows only the lists they need. Lists are filled by conditions so agents do not sort calls manually. If an agent moves a card to a different list, Planfix rewrites the assignee and department so the task always matches routing rules. This keeps shifts productive and predictable.

How do we prove SLA delivery to clinical leadership?

Planfix logs the start of the SLA at task creation. Org calendars adjust the due time for weekends and holidays. Reports and dashboards show tasks at risk, tasks that were escalated, and tasks that were closed late. Since recordings, comments, and documents stay in the same task you can demonstrate what happened for any contact.

Can we start small and expand later?

You can start with one site and a simple flow for patient calls. Later you can add more clinics, use separate status sets, bring in AI agents for classification, and expose the Client Dashboard to external participants. The same account can support administrative, medical, and provider facing lines without losing auditability.

Healthcare provider call centers - routing & SLAs

Why This Matters

Every inbound call, email, or message must become a structured task and land in the correct queue on the first attempt. Planfix gives you telephony to task, Planner with conditional lists, and status sets with transition rules so routing is automatic and service levels are visible to supervisors.

Telephony in Planfix

Capture Every Signal

Turn telephony, email, and messengers into tasks that are ready to route.

Route in One Move

Planner uses rules to place each call in the correct specialty or site.

Protect the SLA

Timers, calendars, and escalation lists show tasks at risk in real time.

See the Work Not the Noise

Planfix turns each call into a task with caller data and time of arrival. From that moment nothing is lost. Agents and supervisors see the same board. Moving a card to another list rewrites assignee and department so the task always matches the rules.

Planner boards

Faster Triage

AI writes the intent into fields so agents can route in seconds.

Fewer Misroutes

Conditional lists match on clinic, doctor, topic, and location fields.

Better Audits

Recordings, AI call analysis, and comments stay in the same task.

Calls Are Not Turned into Work

Agents Guess the Destination

SLA Proof Is Hard

Multiple Sites One Standard

Calls Are Not Turned into Work

Telephony to task creates a task for every call.

Recordings and metadata stay attached to the task.

Supervisors can see coverage for every site.

Create tasks on contact

Agents Guess the Destination

Planner lists include tasks that match rules.

Drag and drop rewrites department and assignee.

Status sets prevent undefined states.

Status sets

SLA Proof Is Hard

SLA start is logged at call creation.

Org calendars adjust due time.

Reports show tasks at risk in real time.

Build SLA reports

Multiple Sites One Standard

Separate status sets per clinic.

Directories keep doctors and services aligned.

Supervisors monitor all queues in one board.

Use directories

Capture and Structure Every Contact

Telephony to task creates a routable task for every call and keeps the recording. AI Dataminer reads the call text and writes the reason for contact into fields. Directories and custom fields keep specialties, clinics, and doctors aligned so the next agent has full context.

AI Dataminer in Planfix

Route to the Right Team

Planner uses conditional lists that automatically include tasks matching your rules. Dragging cards between lists updates assignee, department, or queue. Status sets with transition rules keep tasks moving. External participants can use the Client Dashboard without a full license.

Client dashboard

Protect the SLA

SLA start is logged at the moment of call creation. Org calendars adjust due time for weekends and holidays. Lists for tasks at risk fill automatically when thresholds are met. Supervisors receive notifications and can reassign in one screen.

Notifications

Close the Loop with Patients and Providers

Email to ticket and channel to task keep replies in the same task. AI Summarizer keeps a clean brief of agreements. Document templates attach instructions or referrals. Completion codes and data tags make reporting and audits straightforward.

Document templates

Daily Control

Supervisors see which SLAs will break today and can act fast.

Reliable Reporting

Project totals, tags, and reports show where to improve routing.

Calm During Peaks

Automatic routing and escalations keep the queue under control.

When to Switch

Replace a basic PBX log with telephony integrated workflows that create real tasks. Replace a generic help desk with Planner that routes by healthcare fields. Replace spreadsheets for SLA tracking with live reports and audit trails inside Planfix.

Deploy on your domain