After-Hours
MedReception's AI answers after-hours Kareo practice calls, captures triage details, and escalates urgent requests to your on-call provider—all logged in Kareo for continuity.
When an urgent call triggers an escalation, the on-call provider (or their answering service) receives structured details: patient name, reason for call, severity, and any relevant history from Kareo. No 'a patient called but I don't know why.'
A patient calls asking to reschedule a routine visit. The AI books it into Kareo for the next available slot. Staff finds the appointment already in the chart, not a voicemail reminder.
Every call is recorded, transcribed, and timestamped. If a patient claims they called and left no voicemail, you have the record. If an urgent call was missed, it's documented with the AI's escalation attempt.
On-call provider addresses an urgent issue and documents it (or updates Kareo directly). When daytime staff arrives, they see the prior night's actions and continuity of care is preserved.
After-hours calls answered immediately
No voicemail delay, patient hears a voice
Urgent requests escalated in real time
On-call staff notified with full context
All calls logged in Kareo
Daytime staff sees night's activity and any escalations
Routine bookings pre-logged
Appointments added to Kareo queue for next available
The AI is trained to listen for red flags: chest pain, severe allergic reaction, uncontrolled bleeding, difficulty breathing, or patient-stated emergency language. When detected, the call is flagged urgent and escalated immediately. You can also define custom triage rules by specialty or protocol.
Escalation means the AI alerts your on-call provider via SMS, phone call, or integrated alerting (depending on your setup). The provider receives the patient's name, reason for call, and a summary of captured symptoms. The provider then calls the patient back or sends instructions.
Yes. If the caller provides their name or phone number, the AI can pull their Kareo record to confirm existing diagnoses, medications, or recent visit notes—so the triage is more informed.
Non-urgent calls (e.g., 'I'd like to reschedule my appointment' or 'I need a prescription refill') are handled by the AI directly if possible. Simple rescheduling is booked into Kareo. Refill requests are logged and queued for your nurse or provider to handle in the morning.
Call recordings and transcripts are retained securely and can be accessed via the MedReception portal. A summary is also logged in the patient's Kareo chart, so your staff can read what happened without listening to the full recording.
No. The AI works within your existing on-call protocol. If your on-call provider uses an answering service, we can integrate with that service. If they take calls directly, we escalate to their phone number or SMS. You define the escalation rule.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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