Dr. Alexander
Gevorgyan

I build with code. I work inside systems like yours.

I'm a software integrator. I write code, configure CRM and EHR systems, and connect tools together so they do what you actually need them to do. I work inside DrChrono and similar platforms, and I'm comfortable both at the configuration level and at the API level when something more custom is needed.

Your patients speak four languages. Everything in this proposal speaks all four.

Glendale, Burbank, Santa Clarita, and the surrounding LA areas have a substantial Russian-speaking, Armenian-speaking, and Spanish-speaking population. Many of your existing patients almost certainly fall into one of these groups. Anything we build — text reminders, voice booking, web forms — needs to meet patients in their language, not force them into English.

This is not a feature that gets bolted on at the end. It's baked into every part of the system from day one. Throughout this document, you'll see the multilingual capability mentioned in context. Here's the high-level picture:

The technology to do this well exists today and works at production quality. Five years ago this would have been an expensive custom project. Today it's a configuration choice.

Three questions from our conversation — viewed through your practice's actual workflow.

Before drafting this, I considered the context of your practice: the majority of your patient flow comes from Personal Injury cases (auto accident referrals) and Workers' Compensation. The payer is typically a third-party carrier or workers' comp insurer, not the patient out of pocket. Referrals come from attorneys, chiropractors, and MPN networks. This shapes every section of this document — the reminder content, the voice booking fields, even the website discussion.

What can go into each of your three existing messages.

You already send three messages: at booking, the day before, and the day of. Below is the full catalog of things that can be added or changed in those messages. Read it as a menu — most practices pick five or six of these, not all of them. The point is to show what's possible so you can decide what your patients actually need.

Information & content

Two-way interaction — what the patient can do back

Multilingual — patient gets messages in their language

The next slide shows what these reminders actually look like — in all four languages, side by side.

Booking confirmation, side by side in four languages.

Same patient, same appointment, same content — just rendered in whichever language is on file. Click the tabs to switch between them. This is the actual experience your Russian-speaking grandmother in Glendale, Armenian-speaking auto-accident patient, or Spanish-speaking workers' comp patient would have when booking with your office.

The patient doesn't choose which language — the system already knows from their chart. The first time a new patient is registered, the front desk simply asks "preferred language?" and selects from a dropdown. From that point on, everything that goes out to that patient is in their language.

All four examples above carry the same information. The structure is identical — only the words change. This makes maintaining templates straightforward: change something in the master template, and all four language versions update automatically.

What this looks like in your day-to-day reality.

Eight situations that happen in your office regularly — and how the upgraded reminder system handles each one.

A booking layer in front of your front desk — aware of which workflow the patient is in.

The idea: a smart system answers the phone (or chats from your website) and tries to handle the call. As soon as the patient identifies the case type — auto accident or work injury — the system switches into the right intake flow with the right fields. If it can complete the request, it does. If it can't, or if anything is uncertain, it transfers to your staff with all the context already gathered.

Two separate intake paths are detailed in the next slides:

• PI workflow — for auto accident referrals. Collects date of accident, attorney info, third-party carrier, claim number, police report number, Medi-Cal/Medicare status.
• WC workflow — for work injuries. Collects date of injury, employer, WC carrier, claim number, MPN status, adjuster contact.

The exact list of what the system handles versus transfers is a configuration decision — not a technical limit. The right cutoff comes from a conversation with whoever runs your scheduling. Their judgment about what's safe to automate is more reliable than any general rule.

Every call follows the same path. The system decides where to branch.

This is the actual sequence of decisions inside a typical patient call. Each step happens in 1–3 seconds, so the patient experience feels natural — like talking to an attentive receptionist, not like navigating a phone menu.

A catalog of incoming call types — what the bot can take care of without involving your staff.

Most of the calls your front desk takes are variations of the same dozen requests. Below is the full catalog of what an automated booking system can handle on its own — not just new appointment booking. The point is to show what the bot is actually capable of, so you can decide which categories you want it to cover and which should always go to a person.

Booking & scheduling

Information requests

Things the bot does NOT handle — always transfers

Every category above is configurable. If you decide that "what's the office address?" should always go to a human because you want the personal touch — that's a one-line change. If you want the bot to also handle "I need to update my insurance" — that can be added too. The catalog is a starting point, not a rigid menu.

The bot doesn't only answer the phone. It can also make outgoing calls on your behalf.

This is the part most practices don't realize is possible. Every category below is something the front desk currently does manually (or doesn't do because there isn't time). The bot can do all of it — in the patient's language — without involving your staff. Your team only gets involved when the patient asks a question the bot shouldn't answer.

Every one of these outbound calls happens in the patient's preferred language — Russian-speaking patient gets a Russian call, Armenian-speaking patient gets an Armenian call, and so on. The same goes for the call to attorney's offices: if the attorney's staff prefers English, that's the language used; if they prefer Spanish, the bot switches.

The bot doesn't ask the patient things you already know.

A common worry: "won't the bot annoy my returning patients by asking the same questions every time?" No — because the bot reads from your DrChrono system before saying a word. Here's what it sees and uses automatically.

Patient identity & history

Case & insurance information

Schedule & appointment context

Eight scenarios from your office — before and after.

The catalog and call flow show the mechanics. Here are the real situations these mechanics handle — presented as "what happens today" versus "what happens with the system."

For PI cases — what the system collects, what it pulls automatically.

Personal Injury and auto accident cases have specific intake requirements that differ from general medical scheduling. The patient is usually referred by an attorney or a chiropractor. Billing is on lien or against the third-party auto carrier. The system needs to gather the right fields up front, or your front desk has to call back to fill in the gaps.

Fields the system asks the patient directly

Information the system pulls or generates automatically

Workers' Comp is a different process. Different fields, different rules, separate routing.

Workers' Comp in California operates under its own framework — Medical Provider Networks (MPN), claims adjusters, Request for Authorization (RFA) requirements, and DWC forms. The system recognizes WC cases as soon as the patient mentions "work injury" or "workers' comp," and routes them through a separate intake flow.

Fields the system asks the patient directly

Information the system pulls or generates automatically

Same booking brain. Three different ways patients reach it.

The booking logic — patient lookup, field collection, slot proposal, write to DrChrono — is the same regardless of how the patient initiates contact. What changes is the surface they interact with. Three options below, which can run in parallel.

Most practices that go this route start with one channel (usually phone after-hours) and add the others once the first is stable. Doing all three at once is possible but creates a lot of moving parts on day one.

After our visit, I ran a full audit of neurospinecenters.com.

This wasn't part of our original conversation, but I noticed the site URL on your business card and wanted to check the current state. The findings warrant their own discussion — there's an active issue you should be aware of, separate from anything we'd do inside DrChrono.

Current state of neurospinecenters.com

The site is essentially invisible in non-branded search. If a patient searches "neurosurgeon los angeles" or "spine specialist los angeles," they will not find neurospinecenters.com on any page of results. Comparable practices in LA see 1,000 to 9,000 monthly visits from Google — your site is at 122 and declining.

There are also two technical issues that any visitor to the site can see:

• → Admin subdomain is publicly indexed. cpanel.neurospinecenters.com shows up in backlink databases. This is a server administration interface that should be behind a firewall, not visible to the public internet.
• → Patient HIPAA forms are publicly accessible via Google. The HIPAA authorization PDF (/wp-content/uploads/2023/03/05.2-HIPAA-Auth_Acknowledge_Consent.pdf) currently ranks in search results. While the form itself is a blank template, having clinical documents publicly indexed sets a poor security baseline.

Your site is currently the target of a negative-SEO attack.

Concrete examples — actual backlinks currently pointing to your site

The full list runs to roughly 50 domains. These can all be submitted in a single disavow file. Google then stops counting them when evaluating your site. The drag on your rankings from these links should ease within one to two months of submission.

The other LA spine practices — what they're doing differently.

Below are the practices currently ranking for the searches your potential patients are running. Some have higher authority than you. Most do not. The difference is content — they have pages that answer specific questions; you don't yet.

The practical observation: domain authority is not the gating factor in this market. Saadatspine and thenila sit at authority levels close to yours and still capture 6 to 10 times your traffic. They achieve it through content — pages that answer specific patient questions and capture specific search queries.

Where they are visible and you are not

Examples of high-intent searches where competitors currently rank and your site does not appear:

• → "spine surgeon los angeles" — ranked by docshealth, discmdgroup, saadatspine
• → "back pain doctor los angeles" — ranked by docshealth, saadatspine
• → "sciatica treatment los angeles" — ranked by discmdgroup
• → "herniated disc treatment" — ranked by discmdgroup (multilevel DDD page brings 386 visits/month)
• → "scoliosis treatment los angeles" — ranked by docshealth, low competition
• → "neurologist glendale" — you are at position 5; competitors above are weaker; quick win available
• → "workers comp back injury los angeles" — high commercial intent, low competition, no one strong there yet

SEO work is a separate workstream from the CRM configuration. It can be discussed independently if you decide it's worth pursuing. The disavow file submission alone — which addresses the active negative-SEO attack — is a small task and worth doing regardless of any broader content strategy.

If you ever wanted to add cash-pay patients to the mix — here's where that market is online.

Your current practice runs on PI and Workers' Comp — that's the engine, and it has its own referral channels (attorneys, chiropractors, MPNs) that don't depend on Google. But the same website investments that fix the negative-SEO problem can also open a second channel: patients who pay cash, want a second opinion, or are looking for elective consultations. Below are four growth directions, ranked by how distant they are from your current PI/WC core.

All six directions share the same foundation: content pages on your website that answer specific questions and capture specific searches. The same investment that fixes your current ranking issues opens these channels — they're not separate projects. The decision is whether to consciously target them with dedicated landing pages or simply let them surface as a side benefit of general SEO improvement.

This is purely the online discovery side. Cash-pay patient acquisition also depends on pricing, intake process, and brand positioning — those are practice decisions, not technical ones. The technical question is: are these search terms covered on your website? Currently the answer is no.

Sandbox first. Workflow conversation before any changes. BAA in writing.

Nothing in this proposal involves touching your live DrChrono with patient data before three things are in place: a signed Business Associate Agreement, a working understanding of how your scheduling team operates today, and a tested version of every change in a sandbox environment.

The first concrete action is a conversation with your scheduling lead.

Everything in this document is at the level of "what's technically possible." To turn any of it into a concrete plan, I need to understand how your team actually works today — what's painful, what's common, what's edge-case, what's already being worked around manually. That conversation is the next step, and it's the prerequisite for any real proposal beyond this one.