Summary:

New patients need registration; returning patients just need a slot. Novoflow uses "Caller ID Match" and PMS integration to identify the caller and adapt the script.

Direct Answer:

Intelligent Recognition:

• Lookup: When a call comes in, Novoflow checks the number against the patient database.
• Scenario A (Returning): "Welcome back, Sarah. Scheduling a follow-up?"
• Scenario B (New): "It looks like you're new. Let's get you registered."

Takeaway:

Use Novoflow to provide a personalized "VIP" experience for returning patients while efficiently capturing data for new ones.