Article guide
A call disposition is a short answer to two questions: what happened, and what happens next? A small shared vocabulary keeps follow-up from disappearing in free-text notes.
Start with outcomes
Use codes such as scheduled, rescheduled, information sent, callback assigned, clinician question, insurance follow-up, and unable to reach. Define each code in plain language.
Add ownership
Every disposition that needs work should name an owner and due window. The receptionist should not close a callback until the next action is clear.
Review the exceptions
Sample the codes weekly. If staff use one code for several different outcomes, split the definition or remove the code. The goal is reliable handoff, not a larger list.
Sources and verification notes
- American Dental Association: Dental Practice Management: Provides practice-management context for documented office procedures.
Sources support the specific guidance identified above. Policies, prices, and service scope can change; verify current details before relying on them.
Common questions
What is a call disposition?
It is the short, structured outcome recorded after a call, such as scheduled, callback needed, message routed, or no action.
How many codes should a practice use?
Start with the smallest set that distinguishes ownership and next action, then revise it after reviewing real calls.