After-Hours & Urgency
After-hours callers reach the AI, not a voicemail. Urgent complaints trigger escalation to your on-call provider; routine appointments are booked into tomorrow's Kareo schedule.
Routine after-hours calls ("I need an appointment tomorrow") are handled by AI and booked into Kareo. Your on-call provider is only paged for chest pain, severe infection, or true urgent complaints.
The AI can book urgent cases into early-morning slots or connect them to urgent-care partners. Fewer unnecessary ER visits, fewer lost patients.
All after-hours callers are triaged and either booked or escalated during the call. Your morning staff doesn't inherit a stack of voicemail from the night.
When urgent calls are transferred to on-call staff, the call notes are captured. Your morning staff can review the escalation record and any notes taken during the transfer.
Urgent calls escalated instantly
SMS alert + phone transfer to on-call provider
Routine appointments booked into tomorrow's Kareo schedule
Booking confirmation, no manual schedule review needed
Call context documented for morning staff
Chief complaint, caller mood, triage level captured
The AI listens to the chief complaint and applies clinical triage rules (CTAS-like criteria). Chest pain, difficulty breathing, severe bleeding, loss of consciousness trigger immediate escalation. Appointment requests, refill questions, and billing issues are handled as routine.
Yes. You define your triage protocols, and the AI applies them. You can also flag specific conditions (e.g., diabetic ketoacidosis for an endocrinology practice) as automatic escalations.
The AI attempts contact via phone and SMS. If no answer within a set time (e.g., 60 seconds), the caller is offered urgent-care or ER referral details and advised to call 911 if in immediate danger.
Yes. Non-urgent callers are offered available slots for the next business day or following Monday (if Friday night). The AI checks Kareo's schedule and books directly. Urgent cases bypass the queue.
You provide your on-call schedule to MedReception via calendar, spreadsheet, or manual entry. The AI routes calls to the assigned on-call provider for that time.
The AI documents the refusal, offers urgent-care and ER information, and advises the caller to call 911 if symptoms worsen. Your morning staff reviews the call notes and can follow up if needed.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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