All Frontdesk tutorials

TUTORIAL · 01

How Frontdesk works

Understand how a visitor action becomes structured follow-up work for a healthcare practice team.

Topic
Overview
Length
1:03
Format
Video + guide

Goal

Understand how a visitor action becomes structured follow-up work for a healthcare practice team.

Audience

  • Healthcare organization and practice owners
  • Marketing managers
  • Front-desk staff and practice managers
  • Doctors and clinical staff

Before you begin

No account or product knowledge is required. The public interface and staff records in this tutorial are synthetic demo material. The clinic identity, treatment copy, clinicians, and marketing claims visible in the public demo are not presented as documentation examples.

What you will complete

By the end of the tutorial, you will be able to identify:

  1. The patient-facing entry points for asking a general question and beginning structured screening.
  2. The Needs Response area where unresolved requests become staff work.
  3. The Information area where appointments, patient records, services, and intake configuration are organized.

Chapters

  1. 00:00 Black pre-roll and goal card
  2. 00:05 Front-end UI: ask a question
  3. 00:14 Front-end UI: start screening
  4. 00:22 Front-end to back-end handoff
  5. 00:30 Back-end UI: Needs Response
  6. 00:39 Back-end UI: open Information
  7. 00:46 Supporting records
  8. 00:54 Expected result and fade to black

What the video shows

Opening sequence

The first encoded frame is completely black. After a 500 millisecond black pre-roll, the Monar goal card fades in over captured intermediate frames. The public page remains hidden beneath an opaque black layer until the goal card is fully visible. That layer is then removed behind the card, and the card fades away to reveal the front-end UI. This ordering prevents the page from flashing before the introduction.

Patient-facing actions

The prominent FRONT-END UI indicator identifies the patient-facing Frontdesk surface. Its subtitle, PATIENT-FACING FRONTDESK, remains visible while the front-end is shown. A scene-specific focus zoom moves to the actual control being explained.

  • Ask a question: Visitors can request general information before deciding whether to take another step.
  • Start screening: Visitors can provide structured answers and indicate the next step they want from the practice.

The tutorial does not assess the demo clinic’s content quality or recommend its treatment, insurance, clinician, or marketing copy.

Public-to-staff handoff

After the final front-end explanation clears, the public interface remains settled for 1.6 seconds. The full-screen FRONT-END UI → BACK-END UI chapter card then fades in over approximately 700 milliseconds, making the change of context explicit. It explains the operational relationship: Frontdesk carries a visitor request from the public experience into follow-up work for the practice team.

The back-end scene is loaded behind the chapter card. The card fades away through captured intermediate frames, revealing the staff workspace without flashing the public interface again.

Needs Response

The prominent BACK-END UI indicator identifies the authenticated workspace. Its subtitle, PRACTICE TEAM WORKSPACE, remains visible while the back-end is shown. The video focuses directly on Needs Response, where unresolved requests remain visible until staff acts on them.

This overview does not demonstrate a status change. A later workflow tutorial must visibly open a request, contact the patient, select an outcome, save it, and prove the request moved to the correct queue.

Supporting records

The pointer then moves to the highlighted Information navigation target and rests there before a recorded click. Because the target is in the upper-left navigation, the back-end indicator and explanatory card move to the upper-right. The explanation clears before the click while the pointer remains on the unobstructed target. The destination appears only after the click, making the page change and its cause visible.

The Information workspace organizes four supporting areas:

  • Appointments
  • Patients
  • Catalog
  • Intake

Synthetic activity details are covered so the viewer focuses on the product structure rather than sample people or clinic content.

Expected result

You can distinguish the patient surface, the Needs Response work area, and the records that preserve the captured context.

Responsibilities by role

  • Owners and managers: Define response ownership, access rules, and operational expectations.
  • Marketing managers: Maintain accurate patient-facing paths and approved general information.
  • Front-desk staff: Verify identity and appointment logistics, record contact outcomes, and keep response queues current.
  • Doctors and clinical staff: Interpret medical information and answer clinical questions that staff escalates.

Frontdesk screening organizes information. It does not make a clinical eligibility decision.

Troubleshooting

  • If an entry control is unavailable, confirm that the correct public route has loaded before interacting.
  • If a staff queue or category is not visible, confirm that the user is in the correct workspace and has the required permission.
  • Do not use shared credentials or expose patient information while following a tutorial.