Call Routing
Kareo practices can let the AI assess patient urgency, escalate emergencies to on-call providers, and route routine calls to scheduling—all without involving your front desk team.
Your receptionist doesn't need to decide if a call is urgent. The AI asks about symptoms, duration, and severity, then makes the routing decision. True emergencies go to the provider; routine needs go to scheduling. Your team focuses on other tasks.
When a call is escalated, the on-call provider gets structured information: patient name, symptoms, timing, and severity. No vague "patient called" message—they have enough context to decide if they need to call back or direct the patient to the ER.
Patient wants to reschedule, get a refill, or check hours? The AI handles it. No hold time, no queue, no staff distraction. Appointment is booked in Kareo and patient is satisfied.
Every call is logged with urgency assessment, triage decision, and escalation details. Your practice has a defensible record of clinical decision-making and routing protocols.
Urgency detected and routed in real time
No human triage delay or subjective judgment
Routine calls screened and routed by AI
Appointments booked into Kareo with confirmation returned to your team
Escalations logged with clinical context
Audit trail for compliance and training
Triage rules configured per your Kareo protocol
Based on provider availability and clinical guidelines
The AI asks specific questions about symptoms, duration, severity, and associated risks. Red flags like chest pain, difficulty breathing, severe bleeding, or loss of consciousness trigger immediate escalation. You can customize urgency keywords and thresholds during setup.
After a configurable number of attempts or timeout, the AI can escalate to a backup provider, direct the patient to urgent care or the ER, or schedule an urgent appointment for first thing tomorrow. Your protocol determines the fallback.
Yes. You can set rules per day of week, time of day, and Kareo location. For example, during business hours routine calls go to scheduling; after hours they go to on-call. Clinical protocols can vary by location or specialty.
Yes. Every call is logged with the urgency assessment, questions asked, decision made, and routing destination. This creates a compliance record and allows you to audit and improve your triage protocol.
Yes. You can configure routing by reason (e.g., billing questions to billing, lab results to clinical staff, appointment requests to scheduling). Kareo location, provider specialty, and time of day all factor into the routing decision.
Yes. When the AI books a routine appointment during triage, it syncs to Kareo in real time. Your morning staff see the appointment in the schedule with patient contact info and reason pre-filled.
Workflow
Call routing and triage
Discover how calls are triaged by urgency and routed to the right team member or destination.
Next step
Taking load off the front desk
Where front-desk time actually goes.
Next step
Kareo call handling
How the receptionist works alongside Kareo.
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See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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