Rollout & Training for Cerbo AI Receptionist

What sets the timeline

Typical setup is about one week from signup to launch. The pacing step is registering your practice number for patient text messages, which takes about five days. Everything else, from writing rules to training staff, fits inside that window if the practice makes time for it.

The work is mostly your team's knowledge, written down. MedReception AI supplies the receptionist; your practice supplies the rules she follows.

Block time on the calendar for the people whose knowledge you need: the practice manager, the lead scheduler and a physician. Delays tend to come from waiting for answers rather than from technology.

The week, step by step

A practical sequence for a Cerbo practice:

• Rules workshop: visit types and lengths, routing, which calls go to a person, after-hours handling
• Escalation rules written and signed by a physician
• Approved answers for prices, services, membership and directions
• Autopilot added to the Chrome browsers staff use for Cerbo
• Test calls from staff playing patients, members, referring offices and labs
• Launch on the coverage you chose: every call, overflow only, or after hours first

Training the front desk

The front desk's job changes more than anyone's. Instead of answering every ring, they work from summaries: reading them, acting on requests, booking appointments in Cerbo and filing summaries to charts with Autopilot. Walk through real examples together during the test calls so the format feels familiar before launch.

Be explicit about one point: Katie does not place appointments in Cerbo. Scheduling requests arrive in summaries, and staff book them. A team that assumes otherwise will leave requests unbooked. Agree who owns the summary queue at each part of the day, including lunch, so a summary never waits because everyone assumed someone else had it.

Briefing clinicians

Clinicians need less training but a clearer picture. Show them what an escalated call looks like, what Katie says and does not say, and where phone summaries appear in the Cerbo chart. A short session reading sample summaries together is usually enough.

Most importantly, have them read the escalation rules once more after the test calls and confirm the rules say what they meant. Wording that looked right in a meeting sometimes sounds different in a real conversation.

The first weeks after launch

Read summaries daily at first and adjust rules quickly; the first real callers will find the gaps the test calls missed. Keep a list of changes and the reasons for them. After that, settle into a weekly quality routine and a monthly look at the numbers.

Expand coverage deliberately. A practice that started with after-hours calls can add overflow once staff trust the summaries, then decide whether Katie should take every call.