Your step-by-step operating playbook.
Proposed client-review workflow for chiropractic intake, scheduling, paperwork and inquiry routing without clinical work. Confirm procedures with the practice owner before use; this is not approved internal policy.
The complete SOP is visible below—no download or extra click required. Tailor the selected duties, training, tools and approval limits with your team before work starts.
Complete task & responsibility scope.
Maintain organized practice administration without performing clinical work.
Support medical practice administration and patient communication under the practice's documented privacy, access and supervision procedures. This template does not promise HIPAA compliance or certification.
Select the duties relevant to your business at kickoff. Extended duties require suitable training, supervisor approval and scoped access; this list does not automatically authorize clinical, legal, licensed or financial decisions.
- Prepare client and patient intake
- Coordinate visits and reminders
- Organize practice paperwork
- Route inquiries to the practice team
- Manage patient scheduling and approved appointment reminders.
- Support insurance verification and claims administration; route coverage decisions to authorized staff.
- Maintain authorized electronic medical records (EMR) entries.
- Assist with medical billing and coding within verified training and practice approval.
- Receive and route prescription refill requests to licensed clinicians; do not prescribe or approve refills.
- Coordinate administrative steps for clinician-approved specialist referrals.
- Handle approved non-clinical patient communication and follow-up.
- Transcribe medical notes and documentation for clinician review.
- Track medical inventory and prepare supply orders for approval.
- Coordinate administrative communication with pharmacies, labs and other providers.
01 / Deliverables, ownership & kickoff
What you receive
- Intake readiness list showing received forms and outstanding items
- Visit schedule with approved booking labels and recorded changes
- Reminder log with channel, outcome and contact restrictions
- Indexed practice paperwork with version and review status
- Inquiry handoff queue with named recipients and follow-up dates
Who owns what
Assistant
- Prepare intake and organize paperwork using approved templates.
- Coordinate authorized visits and reminders; record each administrative change.
- Route questions outside approved scripts without interpreting symptoms or treatment.
Client owner
- Approve forms, booking rules, scripts, contact permissions and access.
- Assign practice professionals to clinical questions and administrative exceptions.
- Retain budgets, purchases, payments, filings and professional decisions; authorize sensitive changes.
VSI coordinator or agreed Team Lead
- Confirm task ownership, training checks and reporting expectations with the client.
- Review administrative samples and coordinate corrections with the assistant.
- Raise recurring blockers without substituting for practice approvals or clinical supervision.
Confirm before work starts
- Identify practice owner, booking approver, clinical handoff contact and backup.
- Approve intake packets, form versions, required fields and paperwork naming rules.
- Document permitted visit labels, provider availability, durations and cancellation rules.
- Approve identity checks, contact permissions, reminder scripts and opt-out handling.
- Provision individual restricted accounts; demonstrate documented patient privacy procedures.
- Define symptom-question routing and the practice-approved urgent-concern script.
- Agree queue priorities, reporting cadence, quality targets and approval evidence.
Role-specific readiness checklist
- Confirm non-clinical scope, supervising contact and urgent-request routing.
- Complete required practice privacy training and access review before receiving patient data.
- Use individual minimum-necessary EMR and communication permissions.
- Verify record identity, appointment details and administrative documentation.
- Route clinical/refill requests and report administrative exceptions securely.
02 / Skills, systems & approved access
Skills and qualifications
- Practice administration
- Patient communication
- Accurate data entry
- Knowledge of medical terminology and healthcare procedures
- Understanding of applicable patient privacy requirements, including HIPAA where applicable
- Experience with medical scheduling and EMR systems
- Medical billing and coding knowledge appropriate to the assigned scope
- Excellent patient communication
- Attention to detail in record-keeping
- Discretion with sensitive information
Verify the capability—not just the résumé
- Practice administration
- Sort sample intake, booking and inquiry items into the correct practice queues.
- Patient communication
- Role-play a reminder and symptom question using scripts and a clinical handoff.
- Accurate data entry
- Enter a fictional intake record; compare identifiers and contact fields against source.
- Visit coordination
- Resolve a sample booking conflict without overriding provider availability or visit rules.
- Privacy-aware paperwork handling
- File sample forms in approved locations and demonstrate restricted sharing and version control.
Tools and systems
Use client-approved tools and individual role-based accounts. Examples are options, not claims that an integration or subscription is included. Never share credentials in chat.
- Approved practice management system
- Secure communication tools
- Documented patient privacy procedures
- Electronic Medical Records (EMR) systems
- Medical practice management software
- Practice-approved secure communication platforms, reviewed for applicable privacy requirements
- Medical billing and coding software
- Appointment scheduling systems
- Secure document management
- Patient portal management tools
How access supports the procedure
Approved practice management system
Use: Maintain authorized intake status, visit records and administrative handoffs.
Access: Individual account restricted to approved administrative fields; no clinical editing.
Secure communication tools
Use: Send approved reminders and route inquiries through practice-selected channels.
Access: Client-approved recipients and permissions; no automatic integrations or personal messaging accounts.
Documented patient privacy procedures
Use: Guide identity checks, paperwork storage, access and exception reporting.
Access: Use the practice-approved procedure location and authorized document areas only.
03 / Prepare intake and organize practice paperwork
Start when: Practice assigns a new intake or paperwork update.
What you need
- Authorized patient or client identifiers
- Approved intake packet and required-field checklist
- Source paperwork and designated storage location
How to complete the work
- Verify assignment, record match and form version; hold mismatches for review.
- Prepare assigned packets without choosing clinical questionnaires or altering wording.
- Check administrative completeness; request missing items through approved channels.
- Enter authorized fields against source; flag conflicting information without resolving it.
- Index forms using approved names, preserving originals and pending/reviewed distinctions.
- Record readiness, gaps and owner; send paperwork for practice review, not clinical clearance.
Packet is organized and status recorded; the practice reviewer receives any unresolved items.
If something is missing or outside scope: Route duplicate identities, conflicting forms or sensitive corrections to the owner; do not merge or interpret.
04 / Coordinate visits and reminders
Start when: Authorized booking, rescheduling or reminder item enters the queue.
What you need
- Verified patient identity and request
- Approved visit label, provider schedule and booking rules
- Contact permissions and current reminder script
How to complete the work
- Match the patient record; check contact restrictions before communication.
- Check provider, location, duration and slots against approved visit rules.
- Prepare options; seek approval for undefined visit types or unavailable slots.
- Confirm patient selection and delegated booking authority before updating the schedule.
- Send the approved reminder with permitted administrative details; omit treatment advice and unnecessary information.
- Record old and new booking details, confirmation and delivery outcome; route failures or unresolved conflicts to the practice.
Authorized booking and reminder outcomes are recorded, with remaining actions assigned.
If something is missing or outside scope: Do not overbook, decide visit frequency or override restrictions; obtain practice direction and record opt-outs.
05 / Route patient and practice inquiries
Start when: An assigned incoming inquiry needs an administrative answer or team handoff.
What you need
- Inquiry and verified identity where required
- Approved administrative scripts
- Practice routing contacts and escalation instructions
How to complete the work
- Check identity and disclosure permissions before discussing patient details.
- Record the patient's words; distinguish paperwork, scheduling and clinical questions without diagnosis.
- Use approved administrative answers; prepare uncertain responses for authorization.
- Route clinical questions to professionals; use the approved urgent-concern script when applicable.
- Log recipient, handoff time, permitted details and follow-up; omit unrelated information.
- Check acknowledgment; relay only approved responses and document handoff or response before closing.
The approved answer or acknowledged handoff is logged, with unresolved inquiries still assigned.
If something is missing or outside scope: Escalate unacknowledged handoffs to the backup; never improvise clinical, legal or payment advice.
06 / Daily rhythm, quality & reporting
Daily routine for this role
- Review assigned visits, intake gaps and inquiry handoffs.
- Check schedule changes before preparing reminders.
- Reconcile filed paperwork against intake status.
- Confirm blocked items have owners and follow-up dates.
- Send a restricted-access summary of outcomes and approval needs.
Weekly review
- Review administrative samples with the coordinator and practice owner.
- Review aged intake gaps, delivery failures and unresolved handoffs.
- Confirm approved template and booking-rule changes before use.
Quality checks and measures
Agree review standards with the client. Example measures are not guaranteed service levels.
Intake accuracy
Review standard: Agree a sampled field-match target at kickoff; correct discrepancies.
Evidence: Source comparison and correction log.
Booking accuracy
Review standard: Agree a target for bookings matching authorized provider, slot and visit label.
Evidence: Schedule samples and authorization records.
Reminder traceability
Review standard: Agree a target for reminders with permission checks and recorded outcomes.
Evidence: Reminder log and exceptions.
Handoff completeness
Review standard: Agree a target for inquiries with recipient, status and follow-up recorded; no guaranteed response time.
Evidence: Inquiry queue review.
Reporting and handoff
Cadence: Daily operational summary and weekly review, adjusted with the client; use approved restricted channels.
- Intakes prepared and missing items
- Visits booked or changed
- Reminder outcomes and restrictions
- Paperwork filed or awaiting review
- Inquiries routed and acknowledgment status
- Approvals needed and responsible owners
- Errors corrected and next actions
07 / Approval limits & escalation
Decisions that need approval
- No diagnosis, treatment advice, manipulation instructions or clinical record interpretation.
- Client-approved tools are choices, not promised integrations; enable nothing without authorization.
- Separate preparation from authorized execution; retain approval evidence for exceptions.
- Use minimum necessary access and approved storage; never share credentials or export records casually.
- Client and authorized professionals retain financial, filing, legal and clinical decisions.
Role-specific control requirements
- No diagnosis, prescribing, treatment advice or independent clinical decisions. Licensed staff retain clinical authority.
- Confirm applicable agreements, safeguards and incident reporting with the practice before access; no blanket HIPAA or certification promise is made.
- Review record accuracy, referral/refill routing and reminder completion with the practice; escalate urgent clinical concerns through its approved process.
What to do when work cannot proceed
Symptoms, treatment questions or urgent concerns
Action: Follow approved routing instructions; avoid assessment and document handoff.
Owner: Designated practice professional
Identity mismatch or conflicting paperwork
Action: Pause changes and request verified correction instructions.
Owner: Client owner
Booking exception or contact restriction
Action: Hold the affected action and request authorized direction.
Owner: Practice booking approver
Access exposure, missing recipient or recurring blocker
Action: Stop affected handling, notify the owner and coordinate follow-up without assuming authority.
Owner: Client owner, supported by VSI coordinator or agreed Team Lead
Name the owner and backup, agree response windows and permissions, and record client sign-off at kickoff. Revisit the SOP whenever scope or access changes.