Call Routing
After-hours calls are assessed for urgency, routed directly to on-call staff, or scheduled for morning. All triage decisions and caller details are captured and returned as structured summaries for staff review and filing in Kareo for continuity of care.
When the AI routes an urgent call, the provider sees the patient's name, chief complaint, relevant history, and allergies. No 'wait while I find the chart' delay.
Callers who need morning appointments leave their details with the AI. Morning staff see a queue of scheduled calls and their context in Kareo, not a pile of voicemails.
The AI filters out appointment requests, refill questions, and non-urgent issues. On-call providers field only true emergencies.
Every after-hours interaction—triage decision, routed provider, caller concern—is timestamped and visible in the patient's chart. No lost context at morning handoff.
Urgent calls escalated to on-call
True emergencies routed immediately with patient context
All calls logged in Kareo
Triage decisions and caller details in patient timeline
Structured routed call summary
On-call provider sees reason, urgency, and patient history
The AI listens for keywords related to emergency (chest pain, difficulty breathing, severe injury, uncontrolled bleeding, etc.) and asks clarifying questions if needed. High-urgency calls are routed immediately; others are logged and scheduled for morning callback.
Yes. You set up on-call routing rules in Kareo (by provider, by specialty, by rotation). The AI routes incoming calls according to your schedule and on-call assignments.
The AI captures the caller's name, reason for calling, and requested callback time. The call is logged in Kareo with a flag for morning follow-up. Staff see the queue of pending calls and can prioritize callbacks.
Yes. Every call—urgent routed, routine logged, appointment scheduled—is timestamped and linked to the patient record in Kareo. Providers see the full interaction history.
Patients speak to the AI first. If they request transfer to a live person or if the call is routed as urgent, they reach the on-call provider. The AI does not disconnect patients or prevent escalation.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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