Call Routing & Triage
Calls to your CallSara line are screened by AI, which escalates true emergencies and urgent symptoms to on-call clinical staff in real time.
Dangerous calls (chest pain, altered mental status, suicidal ideation, severe bleeding) are flagged and escalated within seconds. No voicemail, no queue, no delay.
Escalation message includes patient name, symptoms, and context — they know what they're answering before picking up.
Early triage and direct contact with clinical staff supports appropriate routing and keeps acuity-matched care.
Only true urgent calls reach your team. Routine refill requests and appointment calls are handled by AI, reducing false alarms.
Urgent calls escalated
Chest pain, acute mental health, severe trauma, poisoning routed immediately
Clinical context included
Chief complaint and symptom summary sent with escalation alert
Multi-channel escalation
SMS, phone transfer, or pager based on your protocol
The AI is configured with your clinical escalation criteria (e.g., chest pain, difficulty breathing, uncontrolled bleeding, suicidal ideation, altered consciousness). If the caller reports these or similar severity signals, the call escalates. You can customize the trigger phrases and rules.
The system can retry the on-call number, page a backup provider, or attempt to reach an answering service or ER — depending on your configured failover rules.
Yes. Callers can request a human transfer at any time. Non-urgent calls can be queued for callback, offered appointment booking, or left as a voicemail message.
Yes. Escalation messages are sent to secure provider numbers or pager services, encrypted, and logged for audit. Call recordings and escalation timestamps are retained per your compliance policy.
Yes. You can set different escalation thresholds, on-call numbers, and backup protocols per provider, per day of week, or per season. Changes take effect immediately without code updates.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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