Etelmed Frontdesk Module

Standard Operating Procedure (SOP)

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Module ID: FD-01 Audience: Frontdesk staff and authorized users Version 2.1
Scientifically Proven. Trusted by Doctors. Phone: 754-200-0574 Email: info@medicalartstelehealth.com 3801 North University Drive, Suite 313, Sunrise, FL 33351

1. Purpose

This SOP provides operational guidance for front desk teams to manage doctor schedules, patient appointments, call queues, and patient registration within the Frontdesk module.

2. Scope

  • Appointment dashboard review and schedule management.
  • Doctor assignment and profile maintenance support.
  • Patient booking, queueing, and call flow handling.
  • Patient registration and authorized EMR access support.

3. Features and Functionalities

Area Capability Operational use
Dashboard Summary of pending, active, and cancelled appointments. Track work queue and scheduling status.
Doctor Management Add/edit doctors and maintain availability settings. Keep providers schedule-ready for appointment booking.
Appointment Management Create, view, cancel, and monitor appointment records. Manage booking lifecycle with real-time updates.
Call and Queue Management Active/waiting patient queue and call history. Start/end calls and maintain interaction traceability.
EMR Access Permission-based record view or update capability. Support clinical workflow only within granted access scope.
Patient Registration New patient onboarding through registration form. Capture patient demographics and contact details.

4. Standard Procedures

4.1 Manage appointments

  1. Open Dashboard or Appointments.
  2. Review pending/cancelled appointment blocks.
  3. Use Manage Availability or Manage Schedule to update slots.
  4. Save schedule updates to refresh active view.

4.2 Assign or add doctors

  1. Open Doctor section.
  2. Select existing provider or click Add Doctor.
  3. Enter Name, Email, and ME/Medical Number.
  4. Save and verify doctor appears in active list.

4.3 Handle call queues

  1. Open Call section and monitor active/waiting queue.
  2. Start, manage, or close calls as patients advance.
  3. Review call history for operational audit needs.

4.4 Register patients

  1. Open Sign Up for Patient.
  2. Enter patient name, contact data, and demographics.
  3. Submit and verify patient appears in active records.

5. Best Practices

  • Review dashboard metrics throughout the day.
  • Maintain current provider schedules to reduce booking conflicts.
  • Watch call queues closely to reduce patient wait time.
  • Guide patients through registration for complete, accurate data capture.

6. Security and Compliance

  • Restrict patient and appointment data access to authorized frontdesk users.
  • Do not disclose patient or provider information outside approved systems.
  • Review call logs and appointment records for audit readiness.
  • Follow applicable privacy and confidentiality standards at all times.
Use role-based access consistently to reduce operational and privacy risk.