Coherent Coordinator
Take every patient
hold.
Can I move my appointment to Friday?
Can I change clinic and keep my practitioner?
Is some swelling normal after my treatment?
Voicemail: are you open on Saturday?
Do you take my insurance?
Should I keep icing my knee tonight?
Questions arrive by message, phone and email while your front desk is busy, so patients wait for answers, and some go elsewhere.
Patient coordinators and Ellie, our AI, triage every message, answer the most urgent first and follow your clinic’s blueprint. Clinical questions are routed to your clinic.
AI assists. A person checks.
A useful answer, without starting from scratch.
Ellie brings together the patient’s message and your clinic’s guidance. A coordinator reviews the suggested reply, then sends it or hands it over.
The patient’s conversation
Hi Sophie, would you like to book your next skin review? Yes please. Can I use the credit on my account?Relevant clinic guidance
Ellie’s suggested reply
A coordinator reviews every suggested reply before it reaches the patient.
Triage and prioritisation
Every message triaged. The most urgent first.
Each message is read, sorted by what it needs and put in order of urgency. Upset patients reach a person first, clinical questions go straight to your clinic, and routine requests are handled in the conversation.
In the conversation
Routine requests, handled to your rules.
A coordinator
Replies that need a person to check the details.
Your clinic
Medical advice and treatment decisions.
Your front-office blueprint
Your way of working, written down exactly.
Before anything goes live, we write your blueprint with your team: your SOPs, prices, booking rules, handovers and tone of voice, in your words. Replies are written from it, not from a generic script.
Each line of this reply comes from the blueprint.
People who know how your clinic works
Coherent’s coordinators, your team, or both.
We agree who responds, during which hours, and when to involve the clinic.
Coherent’s patient coordinators run the service for you, following your clinic’s guidance.
Capture your guidance
Write down answers, prices, booking rules and exceptions.
Agree handovers
Name who handles urgent, clinical and sensitive messages.
Keep answers useful
Review conversations and update guidance as your clinic changes.
Connected to your practice system
Answers that know your diary.
Coordinator works from your practice management system, so replies reflect real availability and the patient’s history.
In their own words
See what this means for a real clinic.
Patient conversations that feel personal
Dr NestorFounder · The Mayfield ClinicRead the customer storyPart of Coherent
Four modules. One patient journey.
Data finds the gaps, Engage reaches out, Coordinator handles the replies and Payments closes the booking. Start with one, add the rest as your programmes grow.
See how Coordinator would answer your patients.
We’ll walk through the questions your team spends the most time on.
Book a demo