Call Routing
AI Annie recognizes urgent and emergency calls, immediately escalates critical patients to your staff, and ensures no emergency is missed.
AI Annie uses medical keywords and symptom patterns to identify emergencies instantly. Chest pain, severe shortness of breath, suicidal ideation, and other critical presentations trigger immediate escalation to your team.
By the time your staff is alerted, AI Annie has already gathered critical information—patient name, age, location, symptoms. Your team can engage immediately without needing to repeat intake.
Every urgent call is logged with full context, timestamps, and routing details. You have a complete audit trail demonstrating that critical calls were recognized and escalated according to protocol.
AI Annie routes urgent calls based on your live on-call schedule. During nights and weekends, calls route to the on-call provider. During business hours, they route to the clinical team. Your practice controls all routing rules.
Patients know their urgent concerns are heard. When a patient describes severe symptoms, AI Annie acknowledges urgency and commits to immediate staff contact. This reduces patient anxiety and builds trust.
Urgent calls escalated
Critical cases identified and routed to staff in real-time
Structured triage summary
Staff receives full context—symptoms, patient details, and call transcript
Custom urgency rules
Practice-defined keywords and protocols drive triage decisions
On-call routing
Emergencies routed based on your live on-call schedule and availability
Complete audit trail
All urgent calls logged with timestamps, context, and routing for compliance
AI Annie is trained to identify urgent keywords and symptom patterns: chest pain, difficulty breathing, severe allergic reaction, suicidal ideation, severe trauma, uncontrolled bleeding, and other critical presentations. When detected, the call is immediately flagged and escalated.
AI Annie immediately alerts your on-call staff (via SMS, call, or your configured alert method) with the patient's name, phone number, and a summary of symptoms. The patient remains on the line with AI Annie until your staff can take over or provide direction.
Yes. You define urgency rules for your practice. For a cardiology office, certain symptoms are urgent; for dermatology, different criteria apply. Your clinical leadership configures the triage thresholds, and AI Annie applies them consistently to every call.
You input your on-call schedule into the AI Annie platform. The system routes urgent calls to the assigned on-call provider. If the primary provider doesn't answer, the system follows your escalation protocol (backup provider, emergency dept, hospital, etc.).
Yes. Every urgent call is logged with timestamp, patient details, symptoms reported, escalation time, and staff response. This audit trail supports regulatory compliance, quality assurance, and liability protection.
Your staff is still alerted, but no escalation protocol is violated. If this happens frequently, you can adjust your urgency rules with AI Annie. The system learns from feedback to improve accuracy over time.
Workflow
AI Receptionist Call Screening and Triage
Deep dive into how AI Annie screens calls and routes routine, complex, and urgent cases.
Impact
Missed Calls Patient Loss Revenue
Understand the cost of missed calls and how urgent triage prevents patient loss.
Service
AI Receptionist After-Hours Answering Service
Explore how AI Annie handles after-hours calls with escalation protocols.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
