Call Routing

Kareo practices route calls by symptom, urgency, and appointment status — urgent calls escalated instantly

MedReception's AI screens every call, identifies urgent symptoms, and routes to the right destination — on-call provider, appointment slot, or emergency referral — within seconds.

Symptom-based triage routes urgent calls to on-call staff or emergency services
Existing patients routed to next available appointment or callback
New patient callers offered first-available or urgent slots in Kareo
Insurance and billing questions routed to business hours with callback offer
Prescription refill requests logged and routed to clinical staff
Red-flag symptoms (chest pain, difficulty breathing, severe bleeding) escalated immediately

How it pays back

Critical calls reach the right person instantly

A caller describing chest pain or difficulty breathing is flagged as urgent and routed to your on-call provider or to 911 — not held in queue or left to voicemail.

Existing patients book faster without phone tag

When a known patient calls, the AI checks your Kareo schedule, offers available slots, and books instantly. No 'let me call you back' conversation.

Non-urgent calls don't interrupt clinical staff

Billing questions, prescription requests, and admin calls are logged and queued for your business office. The clinical team stays focused on patients in the chair.

On-call provider workload is predictable

Because the AI triages before escalating, your on-call provider only handles true emergencies. Routine requests are logged for business hours.

Existing patients routed correctly

Lookup by name or phone, appointment offered immediately

New patients offered open slots

Real-time sync with your Kareo schedule

Non-urgent calls queued

Routed to business hours without interrupting clinical staff

Frequently asked questions

How does the AI decide if a call is urgent?

The AI asks screening questions: 'Are you having chest pain? Difficulty breathing? Severe bleeding?' Red-flag responses trigger immediate escalation to on-call staff or 911. Non-urgent calls are logged for routine handling.

Can we customize the urgency rules for our specialty?

Yes. We configure urgency criteria during onboarding based on your specialty (orthopedics, pediatrics, psychiatry, etc.). Your providers define what 'urgent' means for your practice.

What if an existing patient calls and their appointment is already booked?

The AI looks them up in Kareo, confirms their existing appointment, and asks if they need to reschedule or if the call is about a different issue (e.g., location question, what to bring). The AI handles routine questions without routing to staff.

Can the AI route calls to different people based on the time of day?

Yes. We configure business-hours and after-hours routing separately. During the day, calls may go to front desk or clinical staff. After hours, urgent calls go to on-call provider; routine calls are logged for morning callback.

What if a caller refuses escalation?

If the AI identifies a red-flag symptom and the caller declines to go to the ER, the AI documents this refusal and logs it as a structured summary for your staff and on-call provider to review and file for potential follow-up.