After Hours

After-hours AI receptionist for Australian practices — no missed evening, weekend, or public holiday calls

Australian medical practices lose urgent calls after hours because staff are off-site. AI receptionist answers every inbound call, triages severity, and routes emergencies to on-call providers or emergency services.

Answers inbound calls during business hours gap — evenings, weekends, public holidays, and closure days
Triages urgent presentations (chest pain, severe allergic reaction, trauma) for immediate escalation
Books routine and non-urgent appointments into next available slots in your EMR
Captures caller context and reason for calling as structured intake for staff review on return
Routes urgent calls to on-call provider number or emergency services (000) when appropriate
Logs all calls with outcome (booked, escalated, information captured) for audit and continuity

How it pays back

Urgent presentations are never lost

A patient with chest pain or anaphylaxis calls after 5 PM. The AI recognizes severity and immediately escalates to your on-call provider or routes to emergency services. No delay, no voicemail, no callback loop.

Routine calls don't interrupt your on-call doctor

A patient requesting a repeat prescription or asking for an appointment next week is booked via the AI. Your on-call provider sees only genuinely urgent escalations — they're not woken for admin calls.

Your practice looks responsive, even closed

Every caller reaches a professional, knowledgeable voice. They're either helped or given a clear path forward. Patient experience remains high even when your doors are physically locked.

Continuity for your team the next morning

Your staff logs in to a summary of after-hours calls: who called, why, what the AI captured, and what was booked or escalated. No surprise voicemails, no lost context.

Every after-hours call answered

Evenings, weekends, public holidays, closure days

Urgent calls escalated immediately

Chest pain, anaphylaxis, severe symptoms routed on-call

Appointments booked while you sleep

Next available slot confirmed without staff intervention

Call log ready for morning handoff

Summary of outcomes and escalations for continuity

Frequently asked questions

How does the AI know what counts as urgent?

The system is trained on common medical emergencies — chest pain, severe allergic reaction, difficulty breathing, severe trauma, altered mental status, and other presentations that warrant immediate care. Your practice can customize the urgency rules during setup.

What if a patient has a genuine emergency after hours?

If the AI detects an emergency, it offers to call emergency services (000) immediately on the patient's behalf or can transfer the call to your on-call provider if configured. The AI does not delay or gatekeep emergency response.

How does the AI know which doctor is on-call tonight?

Your practice uploads an on-call schedule (weekly or monthly) into the MedReception portal. The AI checks the schedule automatically and routes urgent calls to the correct on-call provider's number.

Can the AI book appointments if my practice uses a different EMR than others?

Yes. The system integrates with named EMRs including athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, and ModMed. If your specific system is not on the list, we can work alongside it or the AI can capture the appointment details for your staff to manually enter the next morning.

What if a patient calls after hours and has a non-urgent question about their prescription or test results?

The AI captures the caller's name, reason for calling (prescription refill, test result question), and phone number. It informs them that the practice will call back the next business day with their answer. Your staff receives a structured summary of callbacks to make.