The decision
Identify the main greeting, caller categories and destination for each type of request. Separate routine appointments, billing queries and issues requiring the clinical team. Agree what happens when the first destination does not answer.
What to compare
Specify when a receptionist may book directly and when a staff member must review the request. Test the system with de-identified scenarios before live calls. Confirm how messages are delivered and who checks them during the shift.
Before you commit
Keep the script short enough to use, with a clear escalation route for anything outside it. Update it when clinic hours, clinicians or appointment rules change. Forwarding a number is a technical step; it does not complete the workflow design.