Call Routing & Triage

Intelligent Call Routing for Clinical Emergencies and Routine Dermatology Appointments

AI triage system that routes urgent skin concerns to clinical staff immediately and books routine cosmetic/appointment calls efficiently. Ensures emergency calls never go to voicemail.

Identifies urgent clinical concerns (severe rash, infection signs, post-procedure complications) and escalates instantly
Routes routine cosmetic inquiries and appointment scheduling to your standard booking queue
Asks clarifying questions to determine urgency level and appropriate care pathway
After-hours urgent calls connect to on-call provider or emergency contact within minutes
Non-urgent calls are scheduled or offered callback during business hours
Every call is logged and tagged for staff follow-up and quality review

How it pays back

Clinical Safety & Compliance

Urgent skin concerns—post-laser burns, infection signs, severe allergic reactions—are flagged and routed to clinical staff immediately. No emergency calls wait in a queue or get lost.

Optimized Staff Workflow

Routine appointment requests go to scheduling staff. Urgent medical concerns go to clinical staff. Everyone gets the right type of call at the right time, reducing confusion and improving throughput.

After-Hours Safety Net

After-hours callers with urgent concerns are routed to your on-call provider or escalation contact. Routine after-hours callers can book in open slots or get a callback. No missed emergencies.

Liability Protection

Every call is logged, tagged, and timestamped. Your practice has a clear record of when urgent calls arrived, how they were triaged, and who they were routed to—important for compliance and risk management.

Urgent calls escalated

Clinical concerns identified and routed to provider within minutes

Every call answered

No emergency calls trapped in voicemail or call queues

Intelligent clinical triage

AI asks questions to distinguish urgent from routine and route accordingly

Fully logged & auditable

Every call tagged, timestamped, and available for compliance review

Frequently asked questions

How does the AI decide if a call is urgent versus routine?

The system asks about symptom severity, onset time, and location. Keywords like 'infection,' 'severe pain,' 'spreading rash,' 'post-procedure complication,' or 'can't breathe' trigger urgent escalation. Routine callers asking about appointments or cosmetic procedures are routed to scheduling.

What happens to an urgent call after hours?

Urgent calls are routed to your on-call provider or emergency escalation contact (phone number you set). The caller is told their call is being transferred and given expected wait time. Your provider controls whether to answer or send to voicemail with emergency instructions.

Can a routine caller be escalated if they become urgent mid-call?

Yes. The AI listens throughout the call and can escalate if the caller mentions new symptoms or concerns. The call is moved to the urgent queue immediately.

How is call routing logged for compliance?

Every call is recorded (with consent) and tagged with: caller name, call time, triage category (urgent/routine/follow-up), routing destination, and outcome. Your staff can pull reports for audits, QA, and risk management.

What if someone calls with a non-medical emergency (fire, chest pain)?

If the caller mentions life-threatening symptoms (chest pain, difficulty breathing, severe trauma), the AI immediately advises them to call 911 and does not attempt routing. The call is logged for your records.