After-Hours

Evening and weekend calls are answered by AI, call summaries and callback appointments sync to Kareo for next-day follow-up

MedReception answers after-hours calls, captures caller details and reason for visit, and schedules a callback appointment in Kareo for the next business day. No missed calls. No voicemail backlog.

How it pays back

No missed calls during off-hours

Callers never reach voicemail. A live voice answers, takes their information, and schedules a callback. The appointment appears in Kareo automatically.

Urgent cases are flagged immediately

If a caller reports chest pain, severe injury, or other emergencies, the system alerts your on-call provider in real time. Routine calls wait for business-hour callback.

Morning queue is organized

Your team arrives to a Kareo calendar populated with after-hours callbacks, sorted by urgency. No transcribing voicemails. No scrambling to figure out who called.

Callers feel heard and cared for

Speaking to a responsive voice—even outside business hours—signals that the practice is accessible. Callback appointments confirm that their call will be addressed.

Urgent calls escalated

Emergency-level symptoms trigger immediate on-call notification

Callback appointments auto-created

Next-day slots populated in Kareo with caller details

Call summary structured

Reason for visit, symptoms, and caller info ready for morning review

No voicemail backlog

Every after-hours call logged with callback status in Kareo

Frequently asked questions

How does the AI know which calls are urgent and need escalation?

During the call, the AI listens for symptom keywords (chest pain, severe bleeding, difficulty breathing, etc.) and classifies the call as urgent. Urgent calls trigger an SMS or phone alert to your on-call provider immediately, while routine calls are logged for next-day callback.

Can the AI schedule a callback at a specific time the patient prefers?

Yes. The AI asks the caller when they prefer to be called back (morning, afternoon, specific time). The system finds the next available Kareo slot that matches that preference and books it. If an exact time isn't available, the AI offers alternatives.

What if the patient is established and already has a Kareo chart?

MedReception looks up the patient in Kareo by phone number or name. The after-hours call and callback appointment are linked to their existing chart, not a duplicate.

How are callback appointments marked in Kareo so staff know they're from after-hours calls?

Callback appointments are tagged with a label (e.g., 'After-hours callback') and include the original call time and call summary. Your team can filter the calendar to see all after-hours callbacks grouped together.

What if the patient doesn't want to wait for a callback and asks for the on-call number?

If the call is urgent, the patient gets the on-call provider's number immediately. If it's routine, the AI offers the callback appointment. You configure the threshold for what counts as urgent.

Does the after-hours call summary go into the patient's Kareo chart automatically?

The call summary is returned to your team as a structured text that can be pasted into the chart note. Your staff reviews it first to ensure accuracy before filing—it is not auto-populated into clinical fields.