Call Triage

The AI looks up the caller in Kareo, reviews their history and current medications, then routes the call to the right provider or clinic area based on context — not just availability

MedReception integrates with Kareo to give the AI access to patient history and clinical context during inbound calls. Callers are routed not just by availability but by clinical need, provider continuity, and urgency.

AI identifies patient in Kareo during call and reviews their chart history in real time
Routing logic considers provider continuity (route to their established provider when possible), specialty match, and current medications
Urgent clinical symptoms trigger escalation to on-call provider or nurse line, not a voicemail queue
New callers (not in Kareo) are routed through new patient intake flow before being booked or escalated
Caller context shared with receiving staff — they see the patient's Kareo summary and the AI's routing reason
Routing rules configurable per practice — staff define priority paths and escalation criteria

How it pays back

Callers reach the right person on the first try

Because the AI checks Kareo history, callers with a known provider get routed there. Established patients do not waste time re-explaining their situation to a stranger.

Urgent symptoms do not wait in queue

The AI detects keywords (chest pain, severe bleeding, etc.) and immediately escalates to on-call staff, not voicemail. Clinical urgency drives routing, not just call volume.

Staff receive full context, not a blind transfer

When a call is routed, receiving staff see the patient's Kareo chart and why the AI routed them. No need to ask the patient to re-explain; staff are ready immediately.

Triage happens before staff answer

The AI pre-sorts calls by urgency, type, and provider match. Your team answers ready calls that are already in context, not raw inbound volume.

Patient history checked in real time during call

Kareo lookup provides clinical context to AI routing logic

Urgent calls escalated immediately

Clinical keywords trigger direct routing to on-call or nurse line

Established patients routed to known provider when available

Continuity and efficiency reduce re-intake and explanation time

Routing rules configurable by practice

Staff define priority paths and escalation thresholds

Frequently asked questions

If a patient's established provider is not available, how does the AI decide who to route to?

We configure fallback rules during setup. For example: if the patient's primary provider is not available, route to another provider in the same specialty. If no same-specialty match, route to any available provider or to a nurse line for triage. Your practice defines the priority order.

Can the AI refuse to route a call if the patient's chart shows they have an outstanding balance or missed appointment?

The AI can flag a patient's status (e.g., 'Past due balance' or 'Multiple no-shows') so staff are aware when they answer. Whether to route, hold, or escalate is your practice's policy decision — we do not block calls. Your staff make the final call.

What if the patient in Kareo has allergies or a condition that changes how the call should be handled?

Allergies and chronic conditions are visible to the AI from the Kareo chart. The AI can apply custom routing logic. For example, patients with a history of panic disorder might be routed to a provider familiar with mental health, or the call might be handled with extra care for reassurance.

How does the AI know if a call is urgent if the patient doesn't say the right keywords?

The AI listens for clinical keywords, tone, and context. It also checks the patient's Kareo history for conditions that make urgency more likely (e.g., post-op status, recent ER visit). If any signal suggests urgency, the AI escalates. Your staff can train the system on what 'urgent' means in your practice.

If a patient has not been seen in 5 years, does the AI still route based on old provider preference?

We configure a 'stale record' threshold during setup. If a patient has not been seen in more than 6–12 months (your choice), the AI treats them more like a new patient: asks questions about current needs, and routes to available staff or new patient intake rather than to an old provider.

Can the AI route based on insurance or payment method?

The AI can see insurance and payment status from Kareo and pass that to staff when they answer. However, we do not route calls based on insurance alone — that risks blocking patients. Insurance is informational context, not a routing gate.