Workflow
Concrete after-hours call workflow: triage, escalation, appointment hold, and message capture—all built for Australian practice schedules and on-call protocols.
Triage happens automatically. Only genuine emergencies or specific medical keywords trigger escalation. Providers' nights stay uninterrupted unless there's a real clinical reason to wake them. Less burnout, better retention.
Your team logs in to structured call summaries, not a pile of voicemails. Chief complaint, caller name, phone number, and preferred callback time are all captured and sorted. No time wasted decoding audio or calling back wrong numbers.
Callers who need weekend or Monday appointments are held in your booking system ready for confirmation. Your scheduler reviews and confirms the blocks first thing Monday. Reduces callback volume and captures walk-in intent.
Every after-hours call is logged with timestamp, escalation reason, and action taken. Your records show you met your duty of care obligations and call-handling standards for medical practice accreditation.
Urgent calls escalated in real time
AI detects chest pain, difficulty breathing, severe allergic reactions, and routes to on-call immediately
Non-urgent messages structured for morning review
Chief complaint, caller contact, and callback preference logged and ready for staff action
Appointment holds tracked separately
Weekend or after-hours booking requests queued for your scheduler to confirm
Call recordings and transcripts available
Review what the AI heard and how it responded, with full audit trail
Chest pain, shortness of breath, severe bleeding, altered consciousness, acute allergic reaction, severe abdominal pain, and similar life-threat indicators. Your practice can customize the trigger list during setup.
Yes. The AI offers a transfer to on-call or an emergency service. If the caller requests a human, the system can escalate immediately or take a callback request with higher priority.
No. You can route escalations to an on-call nurse, another provider, or an emergency department. MedReception supports multiple phone numbers and escalation chains.
The system leaves a voicemail with the hold time and callback number. The booking request is saved in your system as 'pending caller confirmation' for your team to follow up next business day.
No. Recordings are retained per your practice's retention policy, typically 30–90 days for compliance and training. Older recordings are securely deleted automatically.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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