Experience
ECW PLAYBOOKAfter-Hours SMS
Keep patients informed overnight without exposing PHI.
Ready in
2–4 weeks
Typical ECW rollout timeline
Automation lift
Varies
Depends on call mix and workflow scope
Escalations
On-call
Response times follow your protocols
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Nighttime expectations
Callers want to know that their message was received and when to expect a response. Traditional answering services rarely follow up.
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Safe messaging framework
Set clear boundaries so after-hours texts reassure patients without leaking PHI.
- Confirm receipt + callback window
- Provide emergency instructions (dial 911, visit ER)
- Never include diagnoses or lab results
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MedReception execution
Annie AI triages the call, then triggers an after-hours SMS template tied to the disposition. Messages post back into ECW so staff see exactly what patients were told.
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Measurement
Track after-hours repeat calls and morning backlog. Clinics typically see 20–30% fewer call-backs when expectations are set via SMS.
Next step
Bring this playbook into your ECW environment
We’ll load your scripts, routing maps, and compliance requirements into MedReception AI, then show your stakeholders how each call is logged back into ECW.