How It Works
From first conversation to a fully trained coordinator handling your calls — four steps, with your organization in control of every decision.
Workflow review
We start with a working session to understand your organization: call volume and patterns, current scheduling and CRM/EHR systems, insurance or billing workflows, and where your onsite staff is losing time to administrative work. Together we confirm the duties, hours, systems, scripts, and performance expectations for the role—and which tier, Tier 1 or Tier 2, best fits the workload. We also identify which interactions should always remain human and where client-approved AI tools could appropriately reduce repetitive administrative work.
Candidate sourcing and selection
ServiFerti posts the role and sorts job applications from México, screening for English fluency, telephone etiquette, and relevant experience. We conduct initial interviews ourselves, so only the strongest candidates — not the full applicant pool — are brought to your attention. You interview the finalists and select the coordinator you want on your team.
Practice training
Before taking a single call, your coordinator is trained on your approved policies, scheduling and CRM/EHR software, call scripts, and escalation pathways—including exactly which questions get routed to a physician, attorney, or office manager, and which are handled directly. Any AI-assisted workflow is also reviewed and approved before it is introduced.
Launch and review
Your coordinator begins handling live calls and administrative work from our licensed, insured Baja California office. Human service remains at the center of the relationship, while approved technology may support documentation, routing, follow-up, and quality review behind the scenes. ServiFerti provides structured oversight and a feedback loop to refine workflows as your organization’s needs evolve.
What continues after launch
Attendance & coaching
ServiFerti monitors attendance and provides ongoing coaching so your coordinator stays sharp on your workflows.
Quality review
Regular quality checks and operational supervision, with issues surfaced to your organization contact before they become patterns.
Clear escalation pathway
Questions that need physician, attorney, or office-manager judgment are routed immediately — the coordinator never guesses on matters outside its scope.
Room to scale
Add a second coordinator or move to Tier 2 as call volume or complexity grows, without expanding your physical office footprint.
What stays onsite vs. what moves to your coordinator
Keep onsite
- In-person client, patient, or resident interactions
- Hands-on or clinical work requiring physical presence
- Site readiness, supplies, and safety-related tasks
- In-person chaperoning, escorting, or direct assistance
Move to the coordinator
- Phones, scheduling, and reminders
- Insurance, billing, and authorization work
- Records, referrals, and routine follow-up
- Bilingual communication and CRM/EHR work
Start with a workflow review
No obligation — we'll map out where a coordinator fits in your organization before anything is decided.
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