Cerbo EHR · Foundational
Call Routing Blueprint for Cerbo Practices
Provider, visit type, and membership-tier routing rules so every caller reaches the right queue inside Cerbo.
Section 1
Why routing matters more in functional medicine
Functional medicine and DPC practices have layered routing needs. A new-member inquiry should never land in the same queue as an urgent supplement question or a lab-result callback. Getting this wrong burns staff time and erodes the white-glove experience patients expect.
Cerbo's appointment type and provider structure gives us the scaffolding for clean routing — we just need to mirror it at the phone edge before any human interaction occurs.
Section 2
Routing dimensions to configure
Effective call routing in Cerbo practices typically uses three dimensions: provider preference, visit type, and patient status (new, existing, or membership inquiry).
Layer in time-of-day rules — business hours, extended hours, and after-hours — and you cover 95% of routing scenarios without a single IVR menu the patient has to navigate.
- Provider-based routing: direct established patients to their primary provider's queue
- Visit-type routing: IV/BHRT, functional consult, and aesthetics each get a dedicated intake flow
- Membership routing: new-member inquiries go to enrollment, not clinical scheduling
- Urgency routing: red-flag symptoms escalate to on-call regardless of time-of-day rules
- Location routing: multi-site practices route to the correct site calendar automatically
Section 3
Building the routing map before go-live
The routing map is the single most important pre-launch artifact. It documents every call type, the intended destination inside Cerbo, and the fallback if the primary destination is unavailable.
We walk through this with your Cerbo admin and practice manager in a 90-minute mapping session. The output is a decision tree that the AI uses on every call and your team can audit any time.
Ready to implement this for your Cerbo practice?
Book a demo and we'll walk through your specific Cerbo workflow — scheduling rules, Chart Parts templates, and after-hours coverage — and show you exactly how MedReception AI handles it.