Call Routing & Triage
AI receptionist identifies clinical urgency during calls, flags same-day cases in Kareo, and queues routine callbacks with full context for your staff.
A patient calls with chest pain. The AI captures it, flags it as urgent, and either transfers to your on-call physician or routes to your triage nurse immediately. Nothing is lost in translation or voicemail.
When an urgent call lands in your queue or on your phone, the patient's chief complaint and call summary are ready in Kareo. Your team answers informed.
Non-urgent calls don't clog your urgent queue. They're logged, summarized, and presented to your team as a manageable callback list. Your staff decides priority and timing.
Each call is timestamped. Your team can monitor callback latency and ensure routine calls are returned within your standard SLA (e.g., within 4 hours).
Urgent calls escalated
Same-day triage flags sent to your clinical team immediately
Clinical context captured
Chief complaint and symptoms ready before escalation
Callback queue logged
Every non-urgent call timestamped and prioritized in Kareo
Specialty-specific rules
Urgency criteria customized for your clinical specialty
Common urgent keywords include chest pain, difficulty breathing, severe bleeding, severe allergic reactions, loss of consciousness, and severe trauma. Your clinical team can customize urgency rules for your specialty. For example, a dermatology practice might flag severe infection or cellulitis; a pain management clinic might flag severe, uncontrolled pain.
Urgent calls can be routed to your on-call provider's phone, a pager, your triage nurse's extension, or a high-priority queue in Kareo. You decide the routing during setup.
The AI errs on the side of caution. If there's any doubt, it flags the call as urgent. Your clinical team can review the flagged call's summary and context in Kareo and adjust if needed. Over time, your feedback helps the AI refine its urgency detection.
Non-urgent calls are captured with full intake (chief complaint, symptoms) and logged in your Kareo callback queue with a timestamp. Voicemail leaves a patient's voice message, requiring your staff to listen, interpret, and manually log details. The AI eliminates that friction.
Yes. The AI asks the patient to describe the urgency of their call at the start. The AI combines patient-stated urgency with clinical keywords to make a final determination.
After-hours urgent calls are routed to your on-call provider or escalation queue per your Kareo workflow settings. The AI captures the urgency flag, and your on-call team sees it immediately.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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