Hint Health + Call Routing

Triage and split incoming calls in Hint Health practices: urgent care to providers, routine bookings to your schedule

AI receptionist that listens to patient reason for call, determines urgency level, and routes appropriately—urgent issues escalate to on-call staff, routine appointments book directly to Hint Health.

Listen for urgency cues in patient's reason for visit or chief complaint
Route acute or emergent calls to on-call provider with full context
Confirm routine appointments and new patient intake without staff involvement
Write appointment bookings and patient demographics (name, DOB, phone) to Hint Health automatically
Return urgent call details in a structured summary for callback or chart review
Reduce staff phone burden by handling routine calls without human interaction

How it pays back

Real-time urgency detection

AI listens for symptoms, acuity, and patient tone to determine if an issue needs immediate provider attention or can be scheduled routinely. No more guessing—every call gets the right priority.

Seamless Hint Health booking for routine calls

Appointment times, patient names, DOB, and phone numbers write to Hint Health. Your schedule is live and accurate within seconds of call completion.

Urgent calls escalated with full intake

If a patient describes chest pain, difficulty breathing, or other urgent symptoms, the AI transfers to on-call staff with all captured context. No repeat intake needed.

Structured handoff for clinical review

Routine calls that flag clinical questions (e.g., medication history, allergy update) are returned as a pasteable summary for your nurse or provider to review and file.

Urgent calls escalated with context

On-call provider receives patient summary, avoiding repeat intake questioning

Routine calls completed without staff

Appointments booked and written to Hint Health; patient confirms details before call ends

Hint Health sync in real time

Appointment bookings, new patient creation, and demographics (name, DOB, phone) write automatically

Triage rules per practice

Custom urgency keywords and escalation paths configured for your specialties and protocols

Frequently asked questions

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

The AI listens to the patient's description of their condition, any symptoms mentioned, onset and severity tone, and whether they state the issue is acute. If urgency keywords are detected (chest pain, difficulty breathing, severe bleeding, etc.), the call is immediately escalated to on-call staff. Otherwise, it proceeds to routine booking.

Do urgent calls go straight to a provider or to a voicemail box?

That depends on your configuration. Urgent calls can transfer directly to an on-call provider's phone, ring a medical assistant, or send to a monitored urgent voicemail. The AI provides the context so whoever answers is ready to help.

What if a patient's complaint changes mid-call?

The AI is monitoring the entire conversation. If a patient initially calls for a routine refill but then mentions chest pain, the call is immediately reclassified as urgent and escalated.

Can I customize what counts as urgent for my practice?

Yes. You define urgency keywords, conditions, and escalation rules. A pediatric practice might flag fever over 103°F; a cardiology practice might flag chest discomfort. Your configuration, your rules.

How does the AI get the patient's clinical details to the provider?

During the call, the AI captures chief complaint, symptom details, and relevant history. This information is passed to the on-call provider during transfer and also returned as a structured summary for your chart.