Portal Message Response SLA Escalation Alert
A done-for-you healthcare automation built for the Patient Portal Administrator, connecting Slack so the work below happens on its own.
What this automation does, step by step
A patient portal message that hasn't received a staff response within the practice's target time window automatically escalates to a supervisor, preventing a question or concern from being missed entirely in a shared inbox that multiple staff members assume someone else is checking.
The patient portal administrator gets a daily count of messages that required escalation, useful signal for whether portal message volume has outgrown current staffing, and patients trust the portal as a real communication channel once messages reliably get answered within the promised window instead of sometimes disappearing for days.
- Patient portal (e.g., FollowMyHealth or Healow)
- Zapier or Make.com
- Slack (internal deadline alerts)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
The manual approach means a patient portal administrator handles each case reactively, after someone has already noticed something went wrong. It's the kind of work that quietly eats hours every week.
With this automation
- Status updates triggered by real milestones in your systems
- Support requests routed to the right owner with full context
- Escalations when a response deadline is about to slip
- Fewer inbound status calls for your front desk
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