I watch the practice inbox across email, SMS, and the dashboard. Every inbound message gets read, classified, and routed to the coordinator who should own it, with the context already attached, and then I follow up until the thread closes. Nothing waits three days in someone's inbox.
Inbound is messy on purpose: patients, payers, vendors, and applicants all land in the same few channels. I sit in front of all of it. A deterministic pre-filter catches the obvious cases; everything else gets classified once and handed to the right coordinator with a complete briefing, so they never start from a cold thread. A short safety-net sweep runs on a schedule to catch anything a channel dropped. You see a clean dashboard; I do the sorting.
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