Count unique inquiries, not just rings
Start with one representative week. Separate new-patient inquiries from existing-patient requests, duplicate callbacks, and spam. Review when calls arrive and which ones your team cannot answer.
Estimate opportunity with your own assumptions
Multiply weekly missed calls by 52 ÷ 12 to estimate a monthly volume. Then apply the share of unique potential new patients and your own estimate of first-year patient value. The result represents potential value associated with inquiries, not revenue earned or guaranteed to be recovered.
Connect the conversation to the schedule
Review how an inquiry becomes a confirmed appointment. Include appointment types, provider rules, availability, and requests that need a person. A captured message and a confirmed booking should be tracked separately.
Measure after launch
Compare consistent periods using eligible inquiries, confirmed appointments, attendance, staff time, and patient feedback. Expand only when the quality of the workflow supports it.