How do I make sure an inbound call about a big case does not get fumbled? Debrief the whole team before the call ever comes in. After a large case presentation, sit down at your next morning huddle or staff meeting and walk everyone through where that case stands. The reason is simple. When that patient calls back, and they will, the call has to land with the right person instantly, your financial coordinator or office manager, not a front desk person guessing who handles it. A returning call from a fifteen thousand dollar case is too valuable to bounce around [...]