Workflow Design

AI-powered call routing connects Fresno patients to the right provider or clinical staff based on need and availability

Multi-provider Fresno practices need intelligent call routing to ensure patients reach the right clinician. An AI receptionist qualifies the call, checks provider schedules, and routes to available staff or urgent queues—eliminating manual phone transfers.

Route calls based on provider availability, specialty, and patient's established provider relationship
Qualify urgent calls (chest pain, allergic reaction, severe symptoms) to on-call staff or emergency escalation
Handle routine requests (recalls, insurance, appointment changes) without staff involvement
Automatically offer appointments with available providers or direct to waitlist
Route new patients to the first available provider or a designated intake specialist
Integrate call routing directly with your practice's EMR schedule and availability

How it pays back

Patients reach their provider—or the right one for their need

If a patient's established provider is unavailable, the AI offers the next available clinician. Urgent cases bypass the queue entirely. No more 'let me transfer you' delays.

Staff spend less time on phone routing and triage

The AI answers calls, qualifies severity, checks provider schedules, and makes routing decisions. Your team focuses on care, not phone management.

New patient intake is streamlined

First-time callers are routed to an intake specialist or the first available provider slot. Demographics and chief complaint are already captured and ready for the clinician.

On-call provider coverage is automatic

When your daytime staff go off-duty, urgent calls automatically escalate to the on-call provider based on protocols you've set. No missed critical calls.

Smart routing rules

By specialty, provider preference, urgency, and availability

Real-time schedule sync

AI sees which providers are free and routes accordingly

Urgent calls escalated

Severity triggers immediate staff or on-call provider contact

No transfer delays

Patient is already in the system when staff picks up

Frequently asked questions

How does the AI know which provider a patient should reach?

The AI checks your EMR for the patient's established provider and schedule. If that provider is available, the call routes there. If not, the AI offers the next available provider in the same specialty or department. For new patients, the AI routes to intake or the first available slot.

Can the AI handle calls from patients who don't know which provider they need?

Yes. The AI asks qualifying questions (chief complaint, symptoms, reason for call) to determine the appropriate specialty or provider, then routes accordingly. If unsure, it can offer a consultation with any available provider or route to a triage nurse.

What happens if no providers are available when the AI receives a call?

The AI offers to schedule an appointment, add the patient to a waitlist, or route to an on-call provider if it's after-hours or an urgent case. For non-urgent calls, the patient can leave a callback request with their demographics and chief complaint already captured.

Does the AI routing integrate with our Fresno practice's scheduling system?

Yes, if you use one of our integrated EMR/scheduling platforms (athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, ModMed). The AI pulls real-time availability and syncs completed appointments automatically. For non-integrated systems, we can use a secure portal for manual confirmation.

Can we customize call routing rules for different departments or clinicians?

Completely. You define routing logic: e.g., 'route arthritis questions to the orthopedist,' 'urgent calls go to the on-call provider,' 'new OB patients route to the intake coordinator.' The AI applies these rules consistently to every call.