01
Build today's pickup board
Front desk staff add pickup requests, sample counts, cooler needs, and cutoff times as work comes in.
Catch courier misses before samples leave the clinic.
Civic Relay gives clinic operations teams one route board for pickups, cooler scans, late draws, and driver windows.
Setup
Two weeks from current routes to live board
Scope
Clinic pickups, lab handoffs, exception review
Users
Front desk, lab leads, couriers, operations
Why it matters
Late route news turns into lab calls and patient explanations.
Most misses start earlier than the missed pickup: a late draw, an unclear cooler count, or a route change that stays in one person's inbox.
Civic Relay shows the pickup plan before the handoff. Teams see what is ready, what changed, and who owns the next move.
02
Confirm the driver window
Operations assigns each stop to a route, driver window, and backup contact before samples leave the clinic.
03
Resolve exceptions the same day
Missed scans, late arrivals, and route swaps move into one exception list for same-day review.
Proof point
Riverbend Route 4 cut avoidable calls in six weeks.
Riverbend Family Clinics moved 428 pickup events through Civic Relay on Route 4. By week six, the front desk avoided 37 lab and driver calls.
- Every pickup had a clinic, route, driver window, and cooler count.
- Late draws were flagged before the 4:30 p.m. courier stop.
- Exception notes were reviewed at the next 8:15 a.m. standup.
Next step
Book a route audit.
Send your clinic count and work email. We will map one active route, identify miss points, and return a same-week action plan.