Operational

Route calls to the right pain clinic location based on patient history, availability, and procedure capability

Multi-location pain practices need smart routing: patients call one number but are routed to the location nearest them, where their provider is, or where the needed procedure is available. This workflow captures patient location preference and routes accordingly.

Single phone number, smart routing: patients call one number; the system routes based on their prior location history, current location preference, or procedure availability
Location history lookup: if the patient has been seen before, the AI checks their prior location and routes to that clinic unless the patient requests a different location
Procedure availability check: if requesting a specific procedure (e.g., radiofrequency ablation), the AI confirms availability at the target location before booking
Provider continuity option: patients who ask for their prior provider are routed to that location; new patients select location preference or are routed based on availability and proximity
Cross-location schedule visibility: AI can see appointment slots across all locations and book the soonest available unless the patient specifies a location preference
After-hours multi-location on-call: urgent after-hours pain calls are routed to the appropriate on-call provider regardless of location

How it pays back

Reduced transfer calls and dropped patients

Patients call once and are routed correctly on the first attempt. No transfers between locations, no re-explaining their situation, no dropped calls.

Faster appointment booking

Smart location routing means appointments are booked at the location that serves the patient best on the first call. No follow-up calls to confirm location or re-schedule if a patient chose the wrong location.

Maximized location utilization

AI sees all locations' schedules and books the soonest available slot. Prevents double-booking, underutilization of any one location, and ensures efficient capacity use across the practice.

Provider continuity and patient satisfaction

Patients see their established provider whenever possible. Continuity of care in pain management improves outcomes; reduced provider-switching reduces patient anxiety.

Flexible after-hours coverage

Multi-location on-call rosters are coordinated so urgent pain calls are always routed to an available provider, regardless of patient location or which clinic they normally attend.

Single national number for all locations

Patients never dial location-specific numbers or extensions

Location history intelligent routing

Prior patient location checked automatically; new patients routed by preference or availability

Cross-location schedule visibility

AI sees all locations' appointment slots; books soonest available per patient preference

Provider continuity logic

Established patients routed to their prior provider location when possible

Coordinated multi-location on-call

After-hours urgent calls routed to any available on-call provider across locations

Frequently asked questions

How does the AI know which location a patient should be routed to?

If the patient is established, the AI checks their prior location history and routes to the location where they were last seen (unless they request otherwise). New patients are asked for their location preference or zip code. The AI then offers the nearest clinic location or confirms availability there.

What if a patient's usual provider is not available at their preferred location?

The AI checks the provider's schedule across all locations. If the provider has availability at a different location on an earlier date, the AI offers that option (e.g., 'Your provider is available at the downtown location on Tuesday; would that work?'). If the patient prefers to wait for their usual location, they can request a later time slot.

Can patients choose a specific location?

Yes. The AI always asks if the patient has a location preference. If they do, the AI routes them there. If they don't, the AI uses location history or availability to suggest the best option.

Does the system handle different procedure availability by location?

Yes. If a patient needs a procedure that is only offered at certain locations (e.g., radiofrequency ablation only at the main clinic), the AI routes them to that location or notes that the procedure is not available locally and books them at the clinic that offers it.

How is after-hours on-call coverage coordinated across locations?

You configure an on-call roster that includes providers from all locations. When an after-hours call comes in, the AI routes to the first available on-call provider. If that provider is at a different location, they can handle the callback decision (same-day care, ED referral, or routine follow-up scheduling).

What if a patient moves or wants to switch locations?

The AI asks if they'd like to update their primary location. Once updated in the system, future calls are routed to the new location by default. The AI can still offer flexibility if the patient requests their old location for continuity with a specific provider.