Hint Health · Phone Automation
Hint Health Call Routing
Routing rules for a Hint practice: which calls Katie handles herself, which go to a named person while you are open, and what reaches whom.
One number, many kinds of caller
A growing Hint practice hears from members, prospects, employer contacts, pharmacies, specialist offices and labs, all on one number. Each belongs with a different person. When whoever is free answers everything, the medical assistant ends up fielding invoice questions and the office manager ends up relaying refill requests.
Routing is the work of getting each call to the right place on the first try. With Katie answering, that sorting happens in conversation, before anyone on your team is interrupted.
Rules written in plain language
You tell us how calls should flow, in the same words you would use to train a new hire. Katie asks the caller enough to place the call, then follows your instructions. A starting set of rules might look like this:
- Pharmacy and specialist office calls go to the clinical team
- Employer and HR questions go to the practice manager
- Members asking for a specific physician by name are transferred to that physician's assistant during office hours
- Prospects asking about membership are summarized for whoever handles enrollment
- Anything that meets your urgent criteria follows the escalation path you define
Live transfers during office hours
While you are open, Katie can transfer a call to a person. You choose who receives transfers and for which reasons. Some physicians want every call from a hospice family or a newly diagnosed member put straight through. Others want only urgent clinical calls transferred and everything else summarized.
When your rules do not call for a transfer, Katie finishes the conversation herself and your team receives a structured summary with the reason, the request and the urgency.
When the right person cannot pick up
Your medical assistant is in a room, your manager is at lunch, the physician is mid-procedure. You decide how those moments are handled. Either way the caller has been heard, and the summary records exactly what they need so the person who follows up does not start from the beginning.
Clinical questions always go to clinical staff. Katie never gives medical advice, and she never judges a call's clinical importance beyond the rules you have set.
Routing that ends in Hint
MedReception AI is live with practices on Hint. Visit requests rarely need routing, because Katie books them onto the Hint calendar herself through each provider's booking link. For the rest, the summary gives the receiving staff member what they need to act in Hint Clinical or Hint Core, whether that is a refill review or an employer account question.
Over time, the summaries also show whether your rules fit reality. If the practice manager keeps receiving calls that really belong with the nurse, that is a rule to rewrite, and the change is a sentence of instruction rather than a new phone tree.
Frequently asked questions
- Can calls be routed differently for each provider?
- Yes. You can name who receives transfers for each physician or nurse practitioner, and Katie asks callers who they normally see.
- Can I change the rules later?
- Yes. Practices adjust routing as staff change, as new providers join, or as they learn which calls they want to take personally.
- Does Katie decide whether a symptom is urgent?
- Not by her own judgment. Urgent and clinical calls follow the escalation rules your practice sets, and clinical questions go to your clinical staff.
- Where do calls from labs and imaging centers go?
- Wherever you say. The clinical team is the usual home, and some practices want a lab calling about a specimen problem transferred immediately while the office is open.
Ready to implement this for your Hint Health practice?
Book a demo and we'll walk through your specific Hint workflow: your scheduling rules and the provider booking links Katie books through, Hint Core membership questions, and after-hours DPC coverage. Then we'll show you how MedReception AI handles each call.