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

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