The Patient Journey: Thoughtfully Designed, Patient-First at Every Step
STEP 1
Initial Contact: A Warm Welcome with Real Guidance
- Dedicated, patient-facing front desk team
When a new patient contacts our office, they’re greeted by a highly knowledgeable front desk team whose only job is to educate, guide, and assist
No administrative tasks are assigned to our front desk. This frees up time to provide genuine support to the patient.
Our staff helps patients understand the healthcare system, their rights, and how to access care holistically.
No Insurance?
- We provide on-site enrollment assistance through trusted partner insurance companies
Initial Contact: A Warm Welcome with Real Guidance
- Dedicated, patient-facing front desk team
When a new patient contacts our office, they’re greeted by a highly knowledgeable front desk team whose only job is to educate, guide, and assist
No administrative tasks are assigned to our front desk. This frees up time to provide genuine support to the patient.
Our staff helps patients understand the healthcare system, their rights, and how to access care holistically.
No Insurance?
- We provide on-site enrollment assistance through trusted partner insurance companies
STEP 2
Seamless & Secure Digital Onboarding
- Intuitive and secure pre-visit registration
- Patients receive a secure text message with a link to their intake form
- Once completed, the back office processes registration, ensuring accurate demographic data capture & reduced front desk burden
- Communication between the office and families is set up
Seamless & Secure Digital Onboarding
- Intuitive and secure pre-visit registration
- Patients receive a secure text message with a link to their intake form
- Once completed, the back office processes registration, ensuring accurate demographic data capture & reduced front desk burden
- Communication between the office and families is set up
STEP 3
Automated patient communication & ongoing education
- Welcome email + newsletter enrollment
- All new patients are automatically added to our mailing list
- They receive a welcome email explaining how the clinic works, expectations, and the office-patient relationship, introductions to trusted on-site specialists, and information about community programs, family services, and patient education
- Automated appointment reminders via EMR include: email reminder: 3 days before, text reminder: 2 days before, phone call: 1 day before
- Patient portal access is provided
- Pre-intake screenings are sent digitally to save time in the office
Automated patient communication & ongoing education
- Welcome email + newsletter enrollment
- All new patients are automatically added to our mailing list
- They receive a welcome email explaining how the clinic works, expectations, and the office-patient relationship, introductions to trusted on-site specialists, and information about community programs, family services, and patient education
- Automated appointment reminders via EMR include: email reminder: 3 days before, text reminder: 2 days before, phone call: 1 day before
- Patient portal access is provided
- Pre-intake screenings are sent digitally to save time in the office
STEP 4
In-clinic experience: smooth, joyful, and hyper-efficient
- Designated check-in staff dedicated to patient care
- Extra support while patients wait includes free formula for new moms and free donations. We always have helpful tools for parents.
- Insurance companies on-site assist with recertification or new enrollments
- We provide guidance about everything from Medical to leisure in NYC
- The waiting area is welcoming and entertaining to ease our patients
- Fully stacked medical team: Nurses, Physician Assistants, and Medical Assistants are on site
- All offices are fully equipped to perform all procedures, reducing movement and wait time
- Playful decor and entertainment to uplift morale and ease anxiety
- The physician’s time is optimized for more patient-centered care without compromising access
In-clinic experience: smooth, joyful, and hyper-efficient
- Designated check-in staff dedicated to patient care
- Extra support while patients wait includes free formula for new moms and free donations. We always have helpful tools for parents.
- Insurance companies on-site assist with recertification or new enrollments
- We provide guidance about everything from Medical to leisure in NYC
- The waiting area is welcoming and entertaining to ease our patients
- Fully stacked medical team: Nurses, Physician Assistants, and Medical Assistants are on site
- All offices are fully equipped to perform all procedures, reducing movement and wait time
- Playful decor and entertainment to uplift morale and ease anxiety
- The physician’s time is optimized for more patient-centered care without compromising access
STEP 5
Check-Out & Immediate Coordination of Follow-Up Care
- Individualized check-out experience
- Next appointment scheduled
- Any requests are assigned to the back office immediately for express delivery
- Pharmacy coordination on-site to ensure that prescriptions reach the pharmacy
Check-Out & Immediate Coordination of Follow-Up Care
- Individualized check-out experience
- Next appointment scheduled
- Any requests are assigned to the back office immediately for express delivery
- Pharmacy coordination on-site to ensure that prescriptions reach the pharmacy
STEP 6
Post-Care: Unmatched Follow-Up & Proactive Management
- Administrative Efficiency ->
- Guaranteed 24-Hour Form turnaround
- All forms and letters are digitally delivered within 24 hours: School physicals, WIC forms, accommodation forms, transportation letters, medication authorization, general letters, and custom requests
- Thoughtful follow-up protocols ->
- Sick patients receive a follow-up text within 24 hours
- Patients with high PHQ scores get a follow-up within 7 days
- Patients discharged from hospitalization are called the next day
- EMR prompts automated outreach for patients who are missing vaccines, preventative screenings, or are due for chronic care management
- Patients receive a direct phone call for any abnormal lab results
- Coverage Monitoring & Assistance->
- Patients are flagged for and contacted for coverage loss and upcoming recertification. All patients are connected to an insurance representative immediately
- Post care coordination & Referrals ->
- Referrals are delivered digitally and securely. All are tailored to insurance coverage and specialist trust levels
- Patients also receive on-site scheduling when seeing one of our internal specialists
- We connect our patients to NYC services, organizations, and resources based on the social determinants of health needs
Post-Care: Unmatched Follow-Up & Proactive Management
- Administrative Efficiency ->
- Guaranteed 24-Hour Form turnaround
- All forms and letters are digitally delivered within 24 hours: School physicals, WIC forms, accommodation forms, transportation letters, medication authorization, general letters, and custom requests
- Thoughtful follow-up protocols ->
- Sick patients receive a follow-up text within 24 hours
- Patients with high PHQ scores get a follow-up within 7 days
- Patients discharged from hospitalization are called the next day
- EMR prompts automated outreach for patients who are missing vaccines, preventative screenings, or are due for chronic care management
- Patients receive a direct phone call for any abnormal lab results
- Coverage Monitoring & Assistance->
- Patients are flagged for and contacted for coverage loss and upcoming recertification. All patients are connected to an insurance representative immediately
- Post care coordination & Referrals ->
- Referrals are delivered digitally and securely. All are tailored to insurance coverage and specialist trust levels
- Patients also receive on-site scheduling when seeing one of our internal specialists
- We connect our patients to NYC services, organizations, and resources based on the social determinants of health needs
STEP 7
Omnichannel Communication: Always Within Reach 24 hours a day
- Patients can contact us 24 hours a day and will get in touch with a clinician or administrative staff member. We’re reachable by: Phone, text message, email, social media (Instagram, Facebook), website, Google Profile, patient portal, fax
- All communication is secured
- Access to care 24 hours a day, 7 days a week, and during the holidays
Omnichannel Communication: Always Within Reach 24 hours a day
- Patients can contact us 24 hours a day and will get in touch with a clinician or administrative staff member. We’re reachable by: Phone, text message, email, social media (Instagram, Facebook), website, Google Profile, patient portal, fax
- All communication is secured
- Access to care 24 hours a day, 7 days a week, and during the holidays
STEP 8
Family-like continuity of care
- Most patients see their usual provider.
- When they don’t, they still trust the experience because:
- “The clinic is their provider.”
- Our clinic-wide consistency ensures they feel heard, known, and supported regardless of which provider they see.
Family-like continuity of care
- Most patients see their usual provider.
- When they don’t, they still trust the experience because:
- “The clinic is their provider.”
- Our clinic-wide consistency ensures they feel heard, known, and supported regardless of which provider they see.