Clinical Department
Clinical Workflow
The complete patient-care journey from the first phone call through billing, payment, and follow-up.
← Back to ClinicalThe Patient Journey
Every patient should experience a consistent, organized, and compassionate process across all Neighborhood Clinic locations.
Patient Calls
Reception answers with warmth, listens carefully, and identifies the patient’s needs.
Insurance Verified
Eligibility and benefits are reviewed before the appointment.
Appointment Scheduled
The correct provider, location, visit type, and appointment length are selected.
Forms Sent
Required intake forms are sent after scheduling and completed before the visit.
Reminder Sent
The patient receives appointment reminders and arrival instructions.
Patient Arrives
The patient is acknowledged promptly and guided through check-in.
Check-In
Demographics, insurance, identification, balances, and copays are reviewed.
Rooming
The patient is roomed, identified, and prepared for the clinical visit.
Vitals
Required vitals and intake information are collected and documented.
Provider Visit
The provider evaluates the patient, documents care, and develops the plan.
Orders and Labs
Labs, imaging, referrals, medications, and procedures are completed or ordered.
Checkout
Follow-up instructions, referrals, scheduling, and patient questions are addressed.
Billing
Documentation and coding are reviewed before the claim is submitted.
Claim and Payment
The claim is processed, payment is posted, and balances are managed.
Follow-Up
Results, referrals, care plans, and future appointments are tracked.
Core Clinical Workflows
Select a workflow to access the full standard operating procedure.
Patient Identification
Verify every patient using two identifiers before care, medications, procedures, or testing.
Patient Check-In
Review demographics, identification, insurance, forms, copays, and balances.
Rooming Patients
Prepare the room, escort the patient, confirm identity, and begin the intake process.
Vitals
Obtain, document, repeat, and escalate abnormal vital signs appropriately.
Provider Handoff
Communicate patient concerns, abnormal findings, pending items, and visit readiness.
Clinical Orders
Process labs, imaging, referrals, medications, and procedure orders accurately.
Patient Checkout
Confirm follow-up instructions, scheduling, referrals, and outstanding patient needs.
Results and Follow-Up
Track results, contact patients, document communication, and close the loop.
Walk-Ins
Evaluate availability, urgency, scheduling, and escalation for unscheduled patients.
Patient Experience Standards
Every workflow should reflect the Sawubona standard: patients feel seen, heard, safe, and cared for.
Related Resources
Quick access to related areas of the Sawubona portal.