Workflow
Pain patients often call outside business hours with emergencies: uncontrolled pain, injection site complications, or neurological symptoms. Voicemail or auto-attendants leave them stranded. AI answers 24/7, asks pain-specific triage questions, and immediately routes true emergencies to your on-call provider while logging routine concerns for morning callback.
AI uses triage rules to identify critical cases (severe uncontrolled pain, neurological deficits, infection) and escalates to on-call provider in real time. No delays, no screening calls.
AI provides initial instructions based on severity: when to seek ER, what to do while waiting, or that a provider will call back shortly. Patients don't feel abandoned at 2 AM.
Routine pain questions (medication side effect questions, scheduling requests, refill questions) are logged with structured notes and queued for morning callback. No urgent care overflow.
When escalated, the on-call provider receives the patient's name, procedure history, current medications, and AI's triage assessment. No repeat history-taking on the callback.
Every after-hours call is logged with timestamp, reason, triage level, and disposition. Audit trail for risk management and quality review.
Every after-hours call answered
No voicemail, no auto-attendant delays—critical for pain emergencies
Urgent calls escalated
Emergency indicators trigger immediate provider alert and callback
Triage protocol standardized
Pain severity, onset, red flags, and prior treatment captured consistently
Audit trail created
Call timestamp, patient context, triage level, and disposition documented
On-call provider alerted in seconds
Phone or SMS notification with patient name and AI triage summary
AI asks: location of pain, severity on 0-10 scale, when it started, what treatments have been tried, whether there are infection signs (fever, swelling, warmth), neurological symptoms (numbness, weakness, loss of bowel/bladder control), allergic reaction signs, or any other emergency red flags. Based on answers, AI classifies the call as emergency, urgent, or routine.
AI immediately flags it as emergency-level and routes the call to your on-call provider. The provider is notified via phone or SMS with the patient's name, pain location, severity, and prior treatment attempts. The provider can accept the transfer immediately or call the patient back.
AI logs the call with patient name, reason for call, and relevant details. The patient is told someone will call back during business hours (with a specific timeframe). Call is queued for your staff to address the next morning.
AI can follow your protocol: offer general information (e.g., 'Ice and elevation may help,' or 'Take your pain medication as prescribed'). For complex cases, AI refers the patient to ER or advises waiting for the on-call provider callback. Your liability and practice protocols define the boundary.
Yes. Call details are captured as structured, EMR-pasteable summaries that your staff can review and file. If the call is routed to a provider, the provider's notes from the callback are documented for the chart. Appointment bookings and patient demographics are written directly to your EMR; clinical content (pain history, symptoms, triage assessment) returns as a summary for staff review.
Workflow
After-hours call handling
How AI answers 24/7, triages urgent cases, and protects your revenue stream.
Workflow
Call routing and triage
Intelligent triage rules route emergency calls to the right provider immediately.
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