What if a new patient calls and doesn't have their insurance card or details in front of them?

For Medical Clinics

This is a common scenario and Voksha is configured to keep moving rather than blocking the call on missing information. If a caller doesn't have their insurance card handy, the flow captures what they do know (insurance company name if they remember it, or even just "I have insurance through my employer") and books the appointment while flagging the account for staff to complete verification before the visit, either through a follow-up call, text link, or confirmation email requesting the patient upload or provide the card details before arrival. This mirrors how a front desk staffer would actually handle the same situation in person, since blocking scheduling entirely over missing insurance details would just push the patient to call a different clinic that doesn't require it upfront. For clinics that require insurance verification before certain visit types, such as a specialist referral requiring prior authorization, Voksha can be configured to clearly explain that requirement to the caller and set an appointment as tentative pending verification, rather than either fully confirming a visit that might get cancelled over an authorization issue or refusing to schedule at all. If a patient is self-pay or explicitly doesn't have insurance, that's captured as a distinct patient type so your billing workflow and any sliding-scale or payment-plan policies your clinic has can be applied correctly from the first call rather than surfacing as a surprise at check-in. In every version of this scenario, the goal is the same: get the patient on the schedule, and let staff complete the verification work that genuinely requires carrier access rather than losing the booking over incomplete information at the point of the call.