A live operations dashboard for every department

The problem

The first version of the operations app depended on numbers departments typed in each day: calls, prescriptions, provider logs, charts billed. Those entries fell out of use, and the leadership tiles showed stale or missing numbers.

What was built

One app where the front desk, lab, pharmacy, referrals, medical assistants, billing, providers and leadership each see their own live numbers and work queues. It is fed by on-site RPA bots, the EHR, the pharmacy system and the phone system, and it sends the daily emails and texts each team relies on.

The phone connection pulls call records every 10 minutes: answer rates by line and group, outbound calls per department, trends against an 85% answer-rate line. It also credits the coworker who picks up a parked or transferred call, which the phone system's own reports don't show.

Leadership gets a per-provider summary by text every weekday evening, and real-time texts when something drifts out of range: phone answer rate, pharmacy queue depth and wait, the lab draw queue. An admin page shows every automation as a live floor plan, so a bot that failed quietly is visible the same morning.

What was hard

Changing a system the whole clinic uses all day: updates go live during clinic hours while staff are working in it. A hidden limit, where each database request returns at most 1,000 rows, quietly stopped charts showing the newest days until an app-wide pass fixed 36 queries across 17 files. Building the automation floor plan exposed bots that had been failing silently, such as one reading the same data twice per run.

Result

Four on-site RPA bots and 47 scheduled server jobs keep the dashboard current. On one busy day with 414 answered calls, 40 hand-offs were credited to the coworkers who took them. The first phone backfill matched the phone system's own totals exactly.

Where the numbers come from

Build notes from August to October 2026.