Call Management
The AI reads your Kareo provider calendars and routes calls to available providers by specialty, urgency, and your triage rules. Each call lands with the right clinician or department instantly.
If your Kareo calendar shows Dr. Smith is available until 2 PM and Dr. Jones takes patients after 2 PM, the AI routes calls accordingly without you writing a single rule. If a provider blocks time for surgery, the AI routes around them automatically.
Instead of asking 'Which provider are you seeing?' or 'When do you want to come in?', the AI asks one or two qualifying questions ('Are you a new patient?' 'Is this urgent?') and routes immediately. Faster routing means faster resolution and fewer dropped calls.
Calls are routed in seconds, not queued in voicemail or hold loops. Patients feel the difference—they're speaking to a real person (the AI) who's solving their problem, not trapped in a phone tree.
Dermatology calls route to derm providers, orthopedic calls to ortho, and each location's calls stay in the right location. Your Kareo setup defines the logic; the AI enforces it on every call.
Call routing pulled from Kareo provider calendars
Availability and specialty auto-configured
Urgent calls escalated instantly
Keyword-based routing to on-call or override
No routing re-configuration after schedule changes
Kareo calendar updates = live call routing updates
Multi-location routing built in
Calls routed to correct location and provider
The AI pulls your Kareo provider setup—specialties, locations, availability, and on-call schedule. When a call comes in, the AI asks a qualifying question (e.g., 'Is this new patient or follow-up?', 'Is this urgent?') and routes to an available provider matching that criteria. You define the priority order in MedReception (e.g., preferred provider first, then next available).
You can configure fallback behavior: queue the call to the next available provider, route to voicemail or callback queue, or escalate to on-call. The AI logs all queued calls and delivers a list to your team for follow-up.
Yes. You can set rules like 'new patient follow-up calls route to the care coordinator,' 'prescription refill requests route to nursing,' and 'clinical questions route to the provider.' The AI asks the caller's reason and routes accordingly.
You define coverage rules in MedReception. For example, 'Dr. Smith covers ortho and sports med; Dr. Jones covers ortho and general surgery.' The AI uses this logic to route calls efficiently and avoid unnecessary transfers.
Yes. The AI can offer 'Ask for your regular provider or be routed to the next available.' If the requested provider is unavailable, the AI offers a callback or next available appointment. If the caller insists, the AI can queue the call or note the preference for staff follow-up.
Call logs and routing decisions are recorded in MedReception for staff auditing and quality assurance. Structured summaries of call interactions can be included in clinical notes for your team to review and file in Kareo if needed.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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