order tracking & pickups

Every order watched. Every patient told first.

The agents watch every glasses and contacts order in RevolutionEHR against its promise date, and text the patient at every step — delays included. By the time anyone thinks to call, the answer is already on their phone.

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Messages

Order pickups

8 tracked
Search patients…
MLMaria Lopez2 min ago

1:40 works.

Eyeglasses · Booked Mon
JCJames Carter1 hr ago

We'll text you the moment they arrive.

Contacts · At vendor
AKAisha Khan3 hr ago

Your glasses are running a few days late —

Eyeglasses · Delayed
RDRobert DiazYesterday

Picked up · thanks!

Eyeglasses · Picked up
ML

Maria Lopez

Eyeglasses · order #BV-20418

Ready for pickup
Hi Maria, it's Bright Vision Optometry — your new glasses are ready for pickup.
Great! Can I come in Monday?
Of course. Monday we have 10:20 AM, 1:40 PM, or 4:15 PM open. Which works?
1:40 works.
Done — you're set for Monday at 1:40 PM. See you then!

Appointment booked in RevolutionEHR

Mon, Jun 15 · 1:40 PM · pickup & adjustment

Handled automatically by GruntWrk

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the problem

“Are my glasses ready?” — your most common call, and the most avoidable.

Every status call rings while your front desk is mid-task — checking someone in, quoting a frame, running a payment. And patients aren’t calling because they’re impatient. They call because nobody tells them anything.

the fix isn’t answering faster — it’s texting first

where the answer comes from

Updates read off the real lab order.

The agent watches the order record in RevolutionEHR — promised date, current status, every change. When Maria gets a text, it’s because the order actually moved. Never a guess, never a canned “it’s processing.”

the lab order · RevolutionEHR

Order
#BV-20418
Type
Eyeglasses · single vision
Promised
Jun 18
Status
At lab · checked 7:02 am

read directly from the EHR · no human involved

pickup conversation

Riya

Hi Maria — your glasses are ready at Premier Eye! Want to grab a pickup time so they’re waiting for you?

Patient

Yes! Does Monday afternoon work?

Riya

Booked ✓ Monday 1:40 pm. See you then!

pickup to booked

Ready → texted → booked.

The moment an order is marked ready, the pickup text goes out. If the patient replies, the agent books the dispense slot straight into your calendar — no phone tag, no front-desk involvement. Orders stop sitting on the shelf.

When it’s not sure

A good colleague knows when to ask for help.

If an order’s status is unclear, or a patient asks something the order record can’t answer, it routes to your team — the agent won’t invent an ETA.

where it fits

Switches on near the end.

Order pickups switch on once recall, verification, and intake are running — right before we bring the call agent online.

  1. 1Week 1–2

    Foundation & SOP

    We get into a shared chat with your team, pull your call recordings, and build a custom SOP — services, providers, insurance rules. You edit it, we refine, you sign off.

    Learn more
  2. 2Week 3

    Marketing recall

    The first workflow to go live. We pull lapsed patients, re-verify their benefits, and launch a recall campaign — booking exams on reply.

    Learn more
  3. 3Week 4–5

    Verification & intake

    Nightly insurance verification starts running. Intake forms go out before visits and verify insurance the moment a patient submits.

    Learn more
  4. 4Week 6–8

    Pickups, then calls

    Order-pickup texts switch on. Then the call agent — the hardest, highest-touch piece — goes live after-hours first, and we fine-tune it to full coverage.

    You are here

See the whole rollout →

Cut the status calls.

the answer beats the call

Book a 20-min demo →

HIPAA-compliantBAA providedyour data stays in your systems

FAQ

Frequently asked questions

How do patients know when their glasses or contacts are ready?
We keep an eye on every order against its promise date and text the patient at each step, including if something's running late. The "is it in yet?" phone calls basically disappear.
What if an order is delayed?
We let the patient know instead of leaving them wondering. They hear it from you first, which saves your front desk the awkward callback.
Which orders does it track?
Both glasses and contact lens orders, watched automatically inside the EHR you already use.

Keep exploring

Calls

The order-status calls answered automatically.

Learn more →

Intake forms

Forms sent and chased without the front desk.

Learn more →