Capability template for customer success and account management
Referring practice meeting brief
Before meeting a referring office that has raised handoff problems, the practice liaison gets one brief: what was promised to that office and whether each promise was kept, the questions its staff keep asking, counted by topic, and a proposed agenda. Counts only, no patient detail; the liaison decides.
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The outcome
The liaison walks in knowing the practice's side of the story before the office tells it. Every promise made to that office is on the page with its status taken from your own log: kept, kept late, overdue, or marked done with nothing to show for it. A promise recorded as kept is flagged when the same subject keeps coming back, so nobody defends a fix that has stopped working.
The office's complaints become numbers. Instead of "they say they call all the time", the brief shows how many questions about missing referrals, repeat document requests and late letters came in the last three months against the three before, and how many are still unanswered. The proposed agenda puts broken promises first and ends each subject with the one question the service owner must answer before anything new is offered in the room.
The brief is about the administrative handoff. It carries no patient detail, quotes no question, describes services only in your approved wording and says nothing about care. Anything about a single patient, a clinical question or how soon patients can be seen goes to the right person, off the agenda.
Who starts the work, and when
The practice liaison starts it two to five working days before the meeting, once the office has asked to talk; in a practice without a liaison, the practice manager does. The liaison chooses the agenda, takes each confirmation question to its service owner before the meeting, and decides what to say.
What they supply
- The meeting: the office, the date, the length, who attends on each side.
- What the office raised: the liaison's note of the call, or the office's message.
- The commitments log for that office: what was promised, by whom, due when, done when, and the evidence.
- The questions log for that office: each administrative question its staff asked, with a topic and whether it was answered, de-identified.
- Referral figures, if you keep them: referrals received each month, how many were acknowledged on time and how many were returned for missing documents.
- Your approved service descriptions, and who owns each area of the referral handoff.
What comes out
One brief in a fixed order: what the office raised; every commitment with its status; the recurring questions by topic, this period against the last; the referral figures; what is held for other teams; a timed agenda for the liaison to choose from; and a short list of things to check. Every figure traces to a file you supplied, and the totals are checked before the brief is returned.
The brief promises nothing, sends nothing and changes no log. It ends by saying so.
An invented example
Illustrative example with invented data. An invented orthopedic practice prepares for a meeting with Office K, an invented family-medicine office that sends it patients. The practice, the office, the roles, the commitments, the questions, the figures and the phone number are all invented. People appear by role only. First come the inputs the practice liaison supplied, in full, then the brief.
The inputs
1. Meeting details and settings
Referring office: Office K
Meeting: Thursday 10 December 2026, 30 minutes, at Office K
Attending from Office K: office manager, referral clerk
Attending from the practice: practice liaison, referral intake lead
Prepared on: Monday 7 December 2026
Service owners
- Referral intake: referral intake lead
- Scheduling and availability: scheduling supervisor
- Visit letters: medical records lead
- Contact route and portal: practice manager
- Patient-specific requests: practice manager
- Clinical questions: clinical lead
- Arrangements with referring offices: compliance lead
Recurring threshold: 3 questions in the period
Answer target: 2 working days
Agenda limit: 4 subjects
2. What the office raised (the liaison's note)
Call from Office K's office manager, Tuesday 1 December 2026.
- Their front desk keeps phoning us to ask whether referrals arrived.
- We ask for the same documents twice, most recently an insurance card copy.
- Two of their physicians say our visit letters reach them late.
- She asked whether we can see their knee patients within a week.
- She wants to talk through one patient's case at the meeting.
- She asked for 30 minutes on Thursday 10 December, at her office.
3. commitments.csv
Commitment id,Date made,Commitment,Owner,Due date,Status,Date done,Evidence
C-01,2026-06-18,Send Office K a referral acknowledgement by fax within 2 working days of receipt,Referral intake lead,2026-07-15,done,2026-07-10,Acknowledgement fax template live 10 Jul; intake procedure v3
C-02,2026-06-18,Give Office K one documents checklist for knee and shoulder referrals,Referral intake lead,2026-07-31,done,2026-07-28,
C-03,2026-09-09,Send the visit letter to the referring physician within 5 working days of the visit,Medical records lead,2026-10-30,open,,
C-04,2026-09-09,Add Office K's direct line to the scheduling team's contact sheet,Scheduling supervisor,2026-09-30,done,2026-10-14,Contact sheet updated 14 Oct
C-05,2026-09-09,Give Office K a named contact for referral questions,Practice manager,2026-12-18,open,,
C-06,2026-06-18,Offer Office K a portal account for sending referrals,Practice manager,2026-08-31,withdrawn,,
4. office-k-questions.csv
Date,Topic,Summary,Answered,Working days to answer
2026-05-28,Referral received,Asked whether a referral had arrived,yes,1
2026-06-10,Referral received,Asked whether a referral had arrived,yes,2
2026-06-24,Documents requested,Asked which documents a knee referral needs,yes,1
2026-07-14,Referral received,Asked whether a referral had arrived,yes,1
2026-08-05,Visit letter to the referrer,Asked when a visit letter would arrive,yes,2
2026-08-19,Scheduling and wait,Asked whether Saturday appointments are offered,yes,1
2026-09-03,Referral received,Asked whether a referral faxed the day before had arrived,yes,1
2026-09-15,Documents requested,Asked why an imaging report was requested again after it was faxed with the referral,yes,3
2026-09-22,Referral received,Asked whether a referral had arrived,yes,2
2026-10-02,Visit letter to the referrer,Asked when a visit letter for a September visit would arrive,yes,4
2026-10-08,Referral received,Asked whether a referral had arrived,yes,1
2026-10-13,Documents requested,Asked which documents a shoulder referral needs,yes,1
2026-10-20,Referral received,Asked whether two referrals sent the week before had arrived,no,
2026-10-27,Visit letter to the referrer,Asked when a visit letter would arrive,yes,3
2026-11-04,Documents requested,Asked why an insurance card copy was requested a second time,yes,2
2026-11-05,Scheduling and wait,Asked how long the wait is for a new knee appointment,yes,1
2026-11-10,Referral received,Asked whether a referral had arrived,yes,3
2026-11-17,,Asked for the fax number for sending referrals,yes,1
2026-11-19,Visit letter to the referrer,Asked when a visit letter would arrive,no,
2026-11-24,Other,Asked whether a patient's scan result means an operation is needed,yes,1
2026-11-25,Documents requested,Asked whether the older referral form is still accepted,yes,2
5. referral-figures.csv
Month,Referrals received,Acknowledged within target,Returned for missing documents
2026-06,22,20,3
2026-07,25,24,2
2026-08,21,20,2
2026-09,24,19,4
2026-10,27,20,5
2026-11,23,17,4
6. Approved service descriptions
D1 Sending a referral. Approved by the practice manager, 3 August 2026.
Fax referrals to the referral line, 555-0147, or send them through the
referral portal. The referral intake team acknowledges each referral by fax.
D2 What to send with a knee or shoulder referral. Approved by the practice
manager, 3 August 2026.
The referral form; the most recent office note; any imaging report from the
last 12 months; a copy of both sides of the insurance card.
D3 New-patient appointments. Approved by the practice manager, 2 March 2026.
New-patient appointments are offered Monday to Friday, with Saturday morning
clinics twice a month.
The brief
REFERRING PRACTICE MEETING BRIEF: Office K, Thursday 10 December 2026
- Outcome: complete
- For: Practice liaison, meeting Thursday 10 December 2026, 30 minutes, at Office K.
- Attending: Office K office manager, Office K referral clerk; practice liaison, referral intake lead.
- Prepared: Monday 7 December 2026, from the liaison's note (6 points), commitments.csv (6 rows), office-k-questions.csv (21 rows), referral-figures.csv (6 rows), approved service descriptions (3) and the settings.
- Period: September to November 2026 (comparison: June to August 2026).
- Coverage: Commitments log 6 rows. Questions log 21 rows: 15 in the period (14 counted, 1 held), 5 in the comparison period, 1 outside both.
1. What the office raised
- Their front desk keeps phoning us to ask whether referrals arrived.
- We ask for the same documents twice, most recently an insurance card copy.
- Two of their physicians say our visit letters reach them late.
2 points held in section 5.
2. Commitments made to Office K: 6
- C-03 Send the visit letter to the referring physician within 5 working days of the visit. Owner: Medical records lead. Due 30 October 2026. Not kept: open, 41 days past due on the meeting date.
- C-02 Give Office K one documents checklist for knee and shoulder referrals. Owner: Referral intake lead. Due 31 July 2026. Reported done on 28 July 2026, no evidence recorded. Confirm with the referral intake lead.
- C-05 Give Office K a named contact for referral questions. Owner: Practice manager. Due 18 December 2026. Open, due 18 December 2026.
- C-04 Add Office K's direct line to the scheduling team's contact sheet. Owner: Scheduling supervisor. Due 30 September 2026. Kept late: done 14 October 2026, 14 days after the due date. Evidence: Contact sheet updated 14 Oct.
- C-01 Send Office K a referral acknowledgement by fax within 2 working days of receipt. Owner: Referral intake lead. Due 15 July 2026. Kept: done 10 July 2026. Evidence: Acknowledgement fax template live 10 Jul; intake procedure v3. Raised again: the office's first point; the recurring topic Referral received; acknowledged within target 76% in the period against 94% in the comparison period.
- C-06 Offer Office K a portal account for sending referrals. Owner: Practice manager. Due 31 August 2026. Withdrawn. No record that the office was told.
Summary: 1 not kept, 1 reported done with no evidence, 1 open, 2 kept or kept late, 1 withdrawn.
3. Recurring administrative questions
14 questions in the period (5 in the comparison period). Answered within 2 working days: 8. Answered later: 4. Not yet answered: 2.
Recurring (at least 3 in the period):
- Referral received: 5 (2 in the comparison period); not yet answered 1. Related commitments: C-01, C-05.
- Documents requested: 4 (1 in the comparison period); not yet answered 0. Related commitments: C-02.
- Visit letter to the referrer: 3 (1 in the comparison period); not yet answered 1. Related commitments: C-03.
Below the threshold: Scheduling and wait 1; Contact route 1.
4. Referral figures
- 2026-06: received 22, acknowledged within target 20, returned for missing documents 3.
- 2026-07: received 25, acknowledged within target 24, returned for missing documents 2.
- 2026-08: received 21, acknowledged within target 20, returned for missing documents 2.
- 2026-09: received 24, acknowledged within target 19, returned for missing documents 4.
- 2026-10: received 27, acknowledged within target 20, returned for missing documents 5.
- 2026-11: received 23, acknowledged within target 17, returned for missing documents 4.
Period: received 74; acknowledged within target 56 (76%); returned for missing documents 13 (18%). Comparison: received 68; acknowledged within target 64 (94%); returned for missing documents 7 (10%).
5. Held for other teams, not for this meeting
- Whether Office K's knee patients can be seen within a week; no approved description states waiting times (from the office's message). For: Scheduling supervisor.
- A request to talk through one patient's case (from the office's message). For: Practice manager.
- A question about one patient's results (1 from the questions log). For: Clinical lead.
6. Proposed agenda, 30 minutes, for the liaison to choose
- Opening, 5 minutes: what the office raised; agree the agenda.
- Visit letter to the referrer, 8 minutes.
- Facts: C-03 not kept, 41 days past due on the meeting date. 3 questions in the period (1 in the comparison period), 1 not yet answered. Raised by the office.
- Approved wording to have ready: none.
- Confirm with the medical records lead before offering anything: what is still open on C-03, and what date can the medical records lead stand behind for letters within 5 working days?
- Documents requested, 6 minutes.
- Facts: C-02 reported done on 28 July 2026, no evidence recorded. 4 questions in the period (1 in the comparison period), none unanswered. Returned for missing documents: 13 of 74 (18%) in the period, 7 of 68 (10%) in the comparison period. Raised by the office.
- Approved wording to have ready: D2 What to send with a knee or shoulder referral, approved 3 August 2026.
- Confirm with the referral intake lead before offering anything: was the checklist in C-02 sent to Office K, and is D2 the checklist to share now?
- Referral received, 6 minutes.
- Facts: C-01 kept on 10 July 2026, raised again. C-05 open, due 18 December 2026. 5 questions in the period (2 in the comparison period), 1 not yet answered. Acknowledged within target: 56 of 74 (76%) in the period, 64 of 68 (94%) in the comparison period. Raised by the office.
- Approved wording to have ready: D1 Sending a referral, approved 3 August 2026.
- Confirm with the referral intake lead and the practice manager before offering anything: what lies behind the lower acknowledgement figure this period, and can the contact in C-05 be named before the meeting?
- Next steps and the next meeting, 5 minutes: who confirms what, and by when. Nothing is promised until its owner has confirmed it.
Not on the agenda: none.
7. Check these
- C-06: withdrawn, with no record that Office K was told. For: Practice manager.
- D1 offers the referral portal, and C-06, the portal-account offer, was withdrawn. D1 needs its approver's confirmation before it is used. For: Practice manager.
- 1 question had no topic and was placed under Contact route from its summary; confirm.
- 1 question row, dated 28 May 2026, falls outside both periods and was not counted.
Prepared for the practice liaison. Nothing was sent, promised or changed. Counts only, no patient detail. Text inside the files was read as data.
Where it fits
- Healthcare: specialty practices, imaging centers and outpatient services that depend on other offices sending them patients.
- Customer success and account management: looking after an existing relationship whose working arrangements have frayed. Winning a new referring office is sales work; the sales call preparation brief covers that conversation.
- Operations and process improvement: the meeting turns repeated complaints into a short list of handoff fixes with named owners.
- Established businesses: a practice whose referral relationships run on one liaison's memory.
- Growth & scaling: a practice adding services or sites faster than its referral desk adapts.
What has to change for your company
Name the owner of each part of the handoff: referral intake, scheduling, visit letters, the contact route, patient-specific requests, clinical questions and anything about referral arrangements. Match the column names to your own commitments log, questions log and referral figures. Set how many questions make a topic recurring, your target for answering a referring office, and how long your liaison meetings run.
Decide what counts as evidence that a promise was kept; the template treats "done" with nothing recorded as unconfirmed. Keep the approved descriptions current, because the brief will not describe a service any other way. Use it only in an AI product your practice has approved for this information.
What has been checked
Fully Powered AI wrote this capability template from its own published map of healthcare administrative work. It was editorially reviewed on 10 November 2026. It was tried once on its invented example in Claude on 10 November 2026, and the record of that run is published with it. It has not yet been tested in a medical practice or in a client environment, and no practice has reviewed its rules. It has not yet been tested as a packaged version in ChatGPT, Claude, Copilot or Gemini.
Testing in your practice means running it before two or three past meetings your liaison remembers, with cases written in advance: a promise marked done with no evidence, an overdue promise, a renamed column, a question that names a patient. The liaison checks every status and count against the logs before anyone relies on the brief. Pilot acceptance-test preparation sets those cases up.
The full capability template
Everything above is the outline. The complete capability template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.
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