For US medical, dental & allied health practices
Busy front desk? Do not let patient inquiries, bookings and billing fall behind.
When your reception team is juggling phone calls, patients at the counter, appointment changes, recalls and billing administration, important tasks can quickly pile up. Missed inquiries may go unanswered. Cancelled appointments can remain unfilled. Follow-ups become harder to manage. Billing and claims exceptions wait for attention. Novada Tech's Patient Booking & Retention Continuity provides ongoing administrative support to help your practice manage these responsibilities consistently.
Free 30-minute discovery conversation. No obligation to proceed.
Retention here means the practice's own follow-up actually getting done, never persuading anybody into an appointment they do not need.
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Healthcare practices across the United States
Why Novada Tech
Your reception team cannot do everything at once
Your front desk is often the first point of contact between patients and your practice. But reception is not just about answering phones. Your team manages incoming inquiries, appointment bookings, changes to schedules, patient requests, follow-up administration and billing. And when the practice gets busy, one task often competes with another.
- A patient calls while reception is assisting someone at the counter.
- A cancelled appointment leaves an unfilled slot in the schedule.
- A clinician-approved recall is waiting for administrative follow-up.
- A rejected claim requires investigation.
- Meanwhile, the phones keep ringing.
The problem is not that your reception team is not working hard enough. It is that the volume of administrative work can exceed the time and capacity available.
That is where Novada comes in. We provide a managed administrative support function that works alongside your practice to help keep calls, appointments, authorised follow-ups and revenue administration moving.
Three areas we help strengthen
Patient access
Make it easier for patients to reach your practice and have their administrative inquiries handled.
Booking & follow-up continuity
Maintain consistent processes for appointments, cancellations and practice-authorised patient communications.
Billing & claims administration
Support routine billing workflows, claim exception follow-up and payment reconciliation.
Our goal is simple: help your practice manage the work behind patient care more consistently, without continually adding pressure to your internal team.
The problem
How much administrative work is falling between the cracks?
Even an established healthcare practice can see work fall behind when patient inquiries and administrative responsibilities compete for limited staff time.
Missed patient inquiries
Patients call, but reception may be busy assisting people in person or handling other administrative work. Some inquiries may not receive a timely response.
Unfilled cancellations
Appointments become available unexpectedly, but there may be limited capacity to contact suitable patients or manage rebooking.
Incomplete follow-ups
Administrative follow-up tasks can build up when staff are focused on immediate front-desk demands.
Outstanding recalls
Clinician-approved recalls require timely, appropriately directed administrative contact and reliable escalation when patients cannot be reached.
Billing & claims backlogs
Invoices, rejected claims, outstanding balances and reconciliation exceptions can accumulate when there is not enough administrative capacity.
Overloaded practice staff
Receptionists and practice managers spend significant time switching between competing tasks, making it harder to maintain consistency.
These are not always separate problems. They are often signs that your practice needs a stronger administrative support process.
The service
A managed patient administration support service for busy healthcare practices
One ongoing service. Multiple essential administrative functions. Instead of separately managing phone overflow, appointment coordination, follow-ups, recall administration and billing backlogs, your practice can engage Novada to support these activities through one structured service.
Unlimited patient telephone answering
Help ensure more patient inquiries receive the attention they deserve.
- Incoming patient call answering.
- Routine appointment inquiries.
- General administrative questions.
- Appointment availability inquiries.
- Message-taking and appropriate routing.
- Administrative call-back coordination.
- Escalation of inquiries outside our authorised scope.
Unlimited refers to eligible incoming-call volume within agreed hours, service capacity, call-handling arrangements and contractual terms. It does not mean 24/7 service or a guarantee that every call will be answered immediately.
The benefit: more consistent telephone coverage and less interruption for your internal reception staff.
Patient appointment bookings
Make it easier for patients to book and manage appropriate appointments.
- New and existing patient appointment inquiries.
- Booking appointments in approved schedules.
- Appointment confirmations.
- Administrative rescheduling.
- Routine appointment information.
- Appointment request tracking.
- Updating booking records in agreed systems.
All bookings follow the practice's scheduling policies, practitioner availability and instructions relating to appointment suitability.
The benefit: a more organised booking process and fewer routine appointment tasks falling back on your internal team.
Cancellation recovery & appointment coordination
When an appointment becomes available, make the administrative follow-up count.
- Monitoring approved cancellation notifications.
- Updating appointment availability.
- Contacting suitable patients from practice-approved lists.
- Offering available appointments within agreed booking rules.
- Rescheduling patients where appropriate.
- Maintaining cancellation recovery records.
- Reporting on unfilled appointment capacity.
We do not encourage clinically unnecessary appointments or pressure patients to accept services.
The benefit: better coordination of available appointments and reduced administrative effort associated with cancellations.
Patient follow-up administration
Keep practice-approved follow-up tasks moving.
- Outstanding appointment inquiries.
- Patient-requested booking callbacks.
- Incomplete administrative booking requests.
- Practice-approved follow-up communications.
- Appointment confirmations and reminders.
- Recording contact attempts and outcomes.
- Escalating unresolved tasks to authorised practice staff.
Every follow-up runs on the practice's own instructions, through the channels the practice has approved.
The benefit: more consistent follow-through and clearer visibility over outstanding administrative tasks.
Clinician-approved recall administration
Support appropriate follow-up without taking clinical decisions away from your practice.
- Working from clinician-approved recall lists.
- Contacting patients using approved scripts.
- Arranging appropriate recall appointments.
- Tracking communication attempts.
- Recording administrative outcomes.
- Escalating unsuccessful contact attempts.
- Maintaining visibility over outstanding recalls.
Your practice retains responsibility for clinical decisions, urgency classifications, recall instructions, patient advice and management of clinically significant results. We administer the list your practitioners set, at the intervals they set. We add nobody to it, no offer or incentive ever goes into a recall message, and we never ask a patient for a review.
The benefit: more consistent recall administration that supports the practice's clinical governance processes.
Billing & claims administration
Do not let routine billing tasks continually compete with front-desk demands.
- Preparing invoices for approved completed services.
- Routine billing data entry.
- Processing authorised claims through approved systems.
- Following up rejected or unresolved claims.
- Tracking outstanding invoices and payments.
- Identifying administrative reconciliation exceptions.
- Maintaining billing follow-up records.
- Escalating coding, eligibility and payment discrepancies for review.
Billing item selection, Medicare eligibility, clinical entitlement, fee approvals and corrections requiring professional judgement remain with the practice's authorised personnel.
The benefit: more consistent billing administration and follow-up of legitimate payment exceptions.
Administrative reporting & handover
Give your practice better visibility over the work being managed.
- Incoming call activity.
- Bookings and rescheduling.
- Cancellation recovery activity.
- Outstanding administrative follow-ups.
- Clinician-approved recall administration status.
- Billing and claims exceptions.
- Unresolved matters requiring practice action.
Depending on the agreed service.
The benefit: clearer administrative oversight and more consistent handovers between Novada and your team.
What this means
Less administrative pressure. More consistent patient support.
More reliable patient inquiry handling
Provide additional capacity for routine telephone inquiries and appointment requests during agreed service hours.
Fewer missed administrative follow-ups
Create a more structured process for managing outstanding appointment requests and practice-approved follow-up tasks.
Better appointment coordination
Support suitable booking, cancellation recovery and rescheduling workflows so available appointments can be managed more effectively.
Reduced front-desk workload
Allow in-house staff to spend more time assisting patients on-site and managing responsibilities that require their direct attention.
Stronger recall administration
Maintain more consistent tracking and escalation of clinician-approved patient recalls.
More consistent billing support
Help your practice manage invoices, claims follow-ups, administrative billing exceptions and payment reconciliation tasks.
Better operational visibility, too: management gets clearer reporting on work completed, outstanding items and issues requiring attention.
The goal is not simply to answer more calls. It is to make the administrative processes behind your practice more dependable.
Our approach
More than a telephone answering service
A telephone answering service may take a message. A booking service may update your calendar. A billing administrator may process invoices. Novada brings these connected administrative functions together under one ongoing service.
We support the full administrative journey
From a patient's initial inquiry through to appropriate appointment coordination, authorised follow-ups and routine billing administration.
We work alongside your practice
Our service is designed to complement your existing receptionists, practice manager and clinical team.
We use your established processes
We work within approved appointment rules, communication instructions, billing workflows and authorised system access arrangements.
We maintain clear task ownership
Your practice knows which tasks Novada is handling, which matters need escalation and which decisions must remain internal.
We focus on ongoing consistency
Rather than providing a one-off report, we support the administrative work that needs attention day after day.
Clinical decisions stay with clinicians
We provide administrative support, not clinical triage, treatment recommendations or independent decisions about medical necessity.
One coordinated administrative support partner. Clear responsibilities. Consistent follow-through.
Who we work with
Supporting medical, dental and allied health practices across the United States
Primary care practices
For primary care practices managing high telephone demand, appointment schedules, patient communication, clinician-approved recalls and Medicare billing administration. We help support routine front-desk and revenue administration processes.
Specialty medical practices
For specialty practices managing referral inquiries, appointment coordination, follow-ups, procedures, private billing and relevant insurer or Medicare claims. Support is tailored to practitioner schedules and approved administrative workflows.
Allied health practices
For practices delivering services such as physiotherapy, psychology, occupational therapy, speech pathology, podiatry and other allied health services. We help coordinate appointment inquiries, cancellations, rescheduling and relevant billing administration.
Multidisciplinary practices
For organizations managing multiple practitioners, appointment types and administrative workflows. We help establish more consistent processes across agreed practice functions.
Whether you have a small reception team or manage a busy multi-practitioner clinic, we can discuss a support arrangement suited to your administrative needs.
Trust & confidence
Your practice needs an administrative partner who understands the importance of getting the details right
Healthcare administration involves sensitive information, important workflows and responsibilities that cannot simply be handed over without proper oversight. At Novada Tech, our approach emphasises:
Clear scope of work
Defined responsibilities for calls, bookings, administrative follow-ups, recalls and billing tasks.
Approved practice procedures
Use of agreed communication scripts, appointment rules, escalation pathways and administrative instructions.
Confidentiality & secure information handling
Appropriate privacy, confidentiality, access-control and information-security arrangements.
Clear escalation
Clinical questions, urgent concerns, billing eligibility issues and other matters outside the agreed administrative scope are referred to authorised practice personnel.
Consistent reporting
Management receives agreed updates on administrative activity, outstanding matters and exceptions.
Professional accountability
Our work is structured around clear roles, documented workflows and ongoing operational communication.
Administrative efficiency must support patient care. It must never replace clinical judgement, compromise privacy or encourage unnecessary appointments.
How our service works
A straightforward process for bringing Novada into your practice
Free discovery conversation
A complimentary 30-minute discussion about your practice type and number of practitioners, telephone and inquiry volumes, current reception arrangements, appointment booking systems, cancellation and follow-up processes, recall administration, billing and claims workload, and your current administrative challenges. We will discuss whether our ongoing service is suitable.
Scope & workflow setup
We agree the services to be managed, operating hours, expected volumes, responsibilities, service capacity, reporting arrangements and fees. We then establish approved procedures for telephone answering, patient inquiries and messages, appointment bookings, cancellations and follow-ups, clinician-authorised recalls, billing and claims administration, escalations and practice handovers, and confidentiality and system access.
Begin ongoing administrative support
Once the necessary training, access controls and operational arrangements are in place, Novada begins the agreed service activities. Our team follows authorised workflows and coordinates with your practice on matters requiring internal decisions.
Monitor, report & improve
We provide agreed operational reporting, review outstanding tasks and work with your practice to refine administrative processes. As inquiry volumes or practice requirements change, the service scope can be reviewed.
From setup to ongoing administration, the aim is to make the process clear, manageable and consistent.
What you receive
Ongoing administrative support without managing every task yourself
Depending on your agreed scope, Patient Booking & Retention Continuity provides:
Unlimited telephone answering
Ongoing eligible call-handling support during agreed service hours and within contracted service arrangements.
Appointment booking & scheduling
Routine booking, rescheduling, confirmations and appointment-related administrative support.
Cancellation recovery
Follow-up of suitable appointment opportunities through practice-approved processes.
Patient follow-up administration
Coordination and tracking of authorised patient communication and outstanding appointment inquiries.
Clinician-approved recall support
Administrative recall coordination, contact tracking and escalation under the practice's clinical governance.
Billing & claims support
Routine invoicing administration, authorised claims processing, rejected-claim follow-up and payment reconciliation support.
Operational reporting
Agreed updates covering calls, appointments, outstanding administrative tasks and billing exceptions.
A managed administrative partner
A defined external support function working alongside your practice's reception and management team.
Your practice retains the clinical decision-making and oversight. Novada helps manage the agreed administrative workload.
With the audit
Two complementary services. One more efficient practice.
Novada Tech offers two distinct solutions for healthcare practices.
Patient Revenue Leakage Audit
Find out where your practice's revenue and administrative processes may need attention.
- Missed patient inquiries.
- Incomplete appointment follow-ups.
- Unfilled cancellations and unused capacity.
- Clinician-approved recall administration.
- Unbilled eligible services.
- Incorrect billing and claim exceptions.
- Outstanding legitimate payments and unreconciled exceptions.
A one-off review. You receive evidence-based findings and a prioritized improvement plan.
Patient Booking & Retention Continuity
Get ongoing support to manage the administrative work.
- Telephone answering.
- Bookings and appointment changes.
- Cancellation recovery.
- Practice-approved follow-ups.
- Clinician-approved recall administration.
- Billing and claims administration.
- Ongoing administrative reporting.
A managed service, month to month, where the audit is a one-off piece of work.
You do not need to purchase the audit before engaging Patient Booking & Retention Continuity. The services are available independently and can also complement each other.
Questions
Frequently asked questions
What is Patient Booking & Retention Continuity?
It is an ongoing managed administrative support service for medical, dental and allied health practices. The service covers agreed telephone answering, patient bookings, cancellation recovery, administrative follow-ups, clinician-approved recalls, billing and claims support, and reporting.
Is unlimited telephone answering included?
Yes. Our service includes unlimited eligible incoming-call answering during agreed operating hours under the contracted service model. The agreement specifies hours, call-handling capacity, supported call types, service arrangements and any fair-use conditions. Unlimited calling support does not mean unrestricted 24/7 coverage or guaranteed immediate answering of every call.
Can Novada book appointments directly into our practice software?
Where appropriate system access and approved workflows are available, our team can support appointment bookings using your existing systems. We confirm compatibility, permissions and operational processes before commencing.
Do we need to replace our current receptionists?
No. The service is designed to complement your existing team. Novada can help manage agreed administrative activities while your internal staff continue supporting patients and handling responsibilities that require their presence or authorisation.
Can you help fill cancelled appointments?
Yes. We can coordinate cancellation recovery by contacting suitable patients through practice-approved workflows and offering appointments that meet the practice's scheduling requirements. We do not guarantee every cancellation will be filled.
Do you handle patient recalls?
We support the administrative coordination of clinician-approved recalls. We work the list your practitioners set, at the intervals they set, and we add nobody to it. Clinical urgency, recall decisions, medical advice and management of clinically significant findings remain with authorised practice personnel.
Do you put offers in recall messages, or ask patients for reviews?
No to both, and neither is negotiable. A recall exists because a practitioner set a clinical interval, so attaching an offer or incentive to it would turn clinical follow-up into marketing. We also never solicit patient reviews on a practice's behalf.
Can Novada give medical advice or decide how urgently a patient needs care?
No. Novada's service is administrative, not clinical. Our team follows agreed procedures to refer medical questions, potentially urgent concerns and other out-of-scope matters to the practice's authorised clinical team or established emergency pathways.
Does the service include billing and Medicare claims?
Yes. Agreed billing and claims administration may include invoice preparation, processing authorised claims, tracking rejections, following up exceptions and supporting reconciliation. Item eligibility, coding, medical necessity and claims requiring professional judgement must be approved or verified by authorised personnel.
Do you support private insurance billing?
Yes, where applicable to your practice and included in the agreed service scope. We can support routine administration and exception follow-up within approved workflows.
Does the service include patient marketing or lead generation?
No. This service focuses on inquiries, appointment administration, practice-approved follow-ups and billing support. It is not a patient advertising or lead-generation service.
Does the service include payroll?
No. Payroll is not included in the standard Patient Booking & Retention Continuity offering.
Can you work with our existing practice management systems?
Our service is intended to work alongside relevant existing systems where practical. Integration, access arrangements, user permissions and any technical requirements are confirmed during setup.
How is patient information protected?
We use agreed confidentiality, secure access, privacy and information-handling arrangements appropriate to the service. The specific processing arrangements, permitted access, data locations, subprocessors and responsibilities must be established before patient information is accessed.
Are patients pressured to book appointments?
No. Booking and follow-up activities must respect patient choice and the practice's clinical instructions. We do not promote clinically unnecessary appointments or make independent treatment recommendations.
How much does the service cost?
Pricing depends on agreed service hours, call and administrative volumes, number of practitioners, system requirements and the scope of managed tasks, so we confirm it with you before any engagement begins. Any third-party telephony, software, messaging, transaction or other external costs are clarified beforehand. The initial discovery conversation is complimentary.
Is there a minimum contract period?
The minimum term, cancellation arrangements and any notice period will be specified in the agreed service proposal.
Can we use this service without completing a Patient Revenue Leakage Audit?
Yes. The audit and ongoing managed service are separate offerings. Your practice can engage Patient Booking & Retention Continuity directly if ongoing support is the priority.
How do we get started?
Book a complimentary 30-minute discovery call. We will review your practice's administrative workload, existing systems and support requirements, then discuss an appropriate service arrangement.
Book
Your practice has enough to manage. Let us help with the work behind the appointments.
Your front desk should not have to manage every incoming call, booking change, cancellation, follow-up and billing exception without adequate support. And your clinicians should be able to focus on patient care while reliable administrative processes support the practice around them.
Book your free 30-minute practice continuity call. During the call, we will:
- Learn about your practice and administrative workload.
- Discuss telephone, booking and patient follow-up challenges.
- Review current billing and claims support requirements.
- Explain how our managed service operates.
- Discuss suitable service scope, pricing and next steps.
The discovery conversation is complimentary. The ongoing managed service is a separately agreed paid engagement.