Call Handling
Let AI handle intake and triage, then transfer callers to the right staff member without losing the call or repeating information. Works natively with 8x8's call routing.
Staff see the entire call transcript and patient intake data before picking up. No more 'Let me get your name again'—the conversation continues seamlessly.
AI handles phone tree navigation, eligibility screening, and basic questions. Staff only take calls that need clinical judgment or decision-making.
With 8x8 integration, transfers are warm and monitored. If staff doesn't answer within a set time, AI can re-engage or offer callback—no lost callers.
Call queue and transfer logs show who is busy, who's available, and how long typical transfers take. Helps with staffing and workflow decisions.
Warm call transfers
AI to staff without dropping the line or repeating info
Instant caller context
Staff see full intake and history before answering
Smart fallback
If staff unavailable, AI returns to call to re-engage or book callback
Full call audit trail
Every transfer logged in 8x8 and EMR for compliance
MedReception AI sends the caller's intake data (name, contact, reason for call, patient ID if available) to a screen pop that appears on the staff member's desk phone, softphone, or browser tab. They review it in real time as the call routes to them.
8x8 can route to the next available team member, add the caller to a queue, or return control to the AI. You set the fallback rules based on your workflow—e.g., try front desk, then clinical staff, then voicemail + callback queue.
Yes. The AI can ask what type of appointment or issue the caller needs, then intelligently route to dermatology, cardiology, billing, etc. within your 8x8 call system. Integration with your EMR also lets the AI route to the patient's assigned provider.
The AI drops off once a staff member accepts the call. However, 8x8 records the full call, and both the AI interaction and staff conversation are logged. This maintains one audit trail for compliance.
Yes. If a staff member needs to put a caller on hold, they can re-engage the AI to handle questions, book appointments, or take a callback request while they work on something else.
MedReception AI replaces or augments your existing IVR. You can configure 8x8 to route inbound calls to AI first (for intake and triage), then to your IVR if needed for advanced routing, or directly to queues. The systems are fully compatible.
Workflow
Call routing and triage
Learn how calls are triaged and routed based on patient needs and staff availability.
Operations
Front desk workload
See how AI call handling reduces front desk phone burden and frees time for check-in.
Workflow
Patient intake
Understand how AI captures new patient data during the call and prepares it for staff review.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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