Call Audit
Orthodontic Partners
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Access restricted to Orthodontic Partners employees
Access restricted to Orthodontic Partners employees
Call Audit
Calls are identified by pulling new patient records from OrthoFi, extracting phone numbers, and matching those against GoTo call logs. This means all calls here are from patients who were already entered into OrthoFi — the scheduling rate reflects that. Prospective patients who called but were never scheduled would not appear in OrthoFi and are therefore not captured in this dataset. Measuring that group would require a different approach.
Each new patient call is reviewed by AI against a structured 100-point rubric. The AI reads the full conversation transcript, scores nine categories independently, then flags specific moments where the staff member either handled the call well or missed an opportunity. The evaluation goal is to determine whether the practice converted the caller into a well-informed, scheduled new patient while creating trust and reducing friction. Scores are not averages — each category is evaluated on its own merits and weighted by its impact on conversion. Automated greetings, IVR menus, hold messages, and after-hours recordings are filtered out before scoring so only live human interaction is evaluated.
Risk reflects how likely the patient is to follow through and actually show up based on signals in the call — unresolved concerns, no appointment confirmed, hesitation, or an abrupt ending.
Specific moments in the call where a different response — a direct ask, addressing a concern, clarifying insurance — would have meaningfully improved the outcome. Each opportunity is assigned a priority based on how much impact it likely had on whether the patient booked.
Click a row to see that person's coaching breakdown and individual calls.
Click any row to open the full rubric breakdown, coaching notes, and call evidence.
| Date | Staff | Score | Outcome | Risk | Duration | Top Coaching |
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