After-Hours
MedReception answers every after-hours call, captures caller intent and basic info, and queues them with structured notes so your team picks up from where the AI left off—no repeat questioning.
Caller's message is not trapped in voicemail limbo. AI captures intent, caller context is stored, and staff action items are clear.
Staff doesn't triage voicemails one by one. Queue is pre-sorted by urgency and context. Staff converts queue to Kareo appointments and callbacks in minutes.
Caller reports severe symptoms or crisis; AI escalates to on-call provider's cell or emergency line in real time. Non-urgent calls stay in queue.
They spoke to someone (the AI) who took their information and promised a callback. Reduces patient frustration and anxiety.
Every after-hours call answered
No voicemail, no busy signal—AI takes the message
Urgent calls escalated
Caller reports emergency symptoms; AI notifies on-call provider immediately
Structured queue for staff
Monday morning: all after-hours calls tagged with reason, urgency, and callback number
Callback context attached
Staff sees caller's stated reason for call and demographics before dialing back
The AI listens for emergency keywords (chest pain, can't breathe, suicidal thoughts, severe bleeding) and escalates immediately. Non-urgent calls go into the queue for business hours callback.
Yes. Staff can view the queue in the MedReception dashboard, see caller demographics already captured, and write appointments directly to Kareo. Callback information and urgency tags are available for staff review.
If the call comes in late evening or weekend and is non-emergency but urgent (e.g., 'I need to be seen tomorrow for this rash'), the AI tags it with highest priority. Staff calls back first thing in the morning.
Yes. For escalated urgent calls, the AI sends an SMS or call alert to the on-call provider's phone with the caller's name, reason, and callback number. The provider decides whether to call immediately or let staff handle it in the morning.
They stay in the MedReception queue first (so staff has a prioritized list to work through). Once staff calls back or books, that appointment is written to Kareo. The queue entry is marked complete.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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