Workflow

Route post-procedure emergencies, medication refills, and flare-ups to the right provider instantly

Pain calls vary wildly in urgency. A routine follow-up vs. a post-injection complication require different handling. An AI receptionist identifies the call type, determines urgency, and routes to the on-call clinician, scheduler, or pharmacy coordinator—without human triage.

Post-procedure pain, swelling, fever, or neurological symptoms flagged as urgent and escalated to clinician immediately
Medication refill requests routed to the provider or nurse; routine requests handled without a call loop
Appointment reschedules and routine questions queued for daytime staff; callers don't wait on queue
Each routed call includes caller context (prior calls, procedure history, medical flags) so the receiver knows the situation
On-call provider routing integrates with your mobile/on-call platform so emergencies aren't missed

How it pays back

Urgent cases skip the hold queue

A patient with severe post-injection pain or signs of infection reaches a clinician in seconds, not minutes on hold. Your providers handle true emergencies; routine calls don't clog the urgent line.

Staff aren't interrupted by non-urgent calls

Routine appointment reschedules, prescription refill requests, and follow-up questions are logged and batched for efficient processing. Your team doesn't drop clinical work to answer a routine question.

Medication refills flow to the right person

Refill requests are routed to your provider or nurse, not your receptionist. Your pharmacist or prescription coordinator handles refill authorization separate from appointment booking, so nothing blocks.

Your on-call provider is empowered, not overwhelmed

The AI pre-screens calls. Your on-call provider receives only emergencies, with full context (pain severity, post-procedure timeline, medical history). They can act decisively instead of triage guessing.

Urgent calls escalated

Post-procedure complications, severe pain, and medical flags routed to clinician immediately

Call types identified

Refills, reschedules, follow-ups, and emergencies sorted into the right queue

Context included on routing

Provider or staff member receives caller history, prior issues, and current symptoms

On-call integration complete

Direct routing to mobile or on-call platform; emergencies never missed

Frequently asked questions

How does the AI distinguish between post-procedure pain and a true emergency?

The AI asks about pain severity (1-10 scale), onset, location, and associated symptoms. Mild, localized pain expected after a procedure is logged for follow-up. Sudden severe pain, fever, numbness, or weakness triggers immediate escalation to the clinician or ER guidance.

What if a patient calls about insurance or prior authorization?

The AI recognizes authorization and eligibility questions and routes to your insurance coordinator or administrative staff. The call note includes the patient's request and any insurance details mentioned, so your team can follow up with context.

Can the AI route calls to different team members based on time of day?

Yes. During business hours, urgent calls route to your clinical staff; non-urgent calls go to the scheduler. After-hours, urgent calls route to on-call; routine calls are logged for the next day. You set the routing rules once in your system.

What if a caller is already a patient but calling about a different issue?

The AI looks up the caller's phone number in your EHR, identifies them as an existing patient, and reviews their history (recent procedures, medications, flagged issues). That context is included in the routed message so staff knows the patient's background.

Does the AI handle calls from other providers or referral sources?

Yes. The AI detects referral-related calls (prior auth requests, clinical consults from other providers) and routes to your clinical director or intake coordinator. The caller's request and any clinical context is captured.