Operations
The question worth asking is not whether AI answers, but what happens on the calls it should not finish. This is the escalation path for Kareo practices: how a call gets flagged, whether it becomes a live transfer or a logged callback, and how staff override anything already booked.
Every practice has calls the AI should not finish. What matters is whether those calls have a defined route, a live transfer or a logged callback, and whether the person at the other end arrives informed. Decide that shape before go-live rather than after the first difficult call.
A transfer that begins with what brings you in today is a transfer that wasted the caller's time. Staff receive the AI's intake summary with the call, so they answer instead of re-collecting.
Completed calls arrive labelled by outcome: booked, intake captured, escalated. Staff work a ranked queue between chart tasks rather than listening through messages to find the one that mattered.
The system is built to assist, not to restrict. Staff can take over a call in progress, and edit, reschedule or cancel any appointment in Kareo, including ones the AI booked. Nothing the AI does is locked away from the people responsible for it.
Inbound calls handled by AI
No voicemail, no phone ringing in the office during chart work
Appointment bookings into Kareo live
Staff review and confirm; no manual entry from call intake forms
New patient intake structured and ready to file
Staff review summary and file to chart; no re-keying
Staff time freed for clinical and administrative work
Kareo chart work, prior auth, recalls uninterrupted
It recognizes calls that are complex or urgent and escalates them instead of continuing. A caller asking for a staff member is its own escalation trigger at any point in the call.
Either, depending on how you configure it and on whether a staff line is available. During office hours it can be a live transfer; otherwise the call becomes a logged callback request with the details already captured.
The AI's intake summary for that call, so they can answer quickly without re-collecting information the caller has already given.
Yes. Your main office number stays your main number and patients call as normal; when staff need to pick up for an emergency or a complex issue, they can take control of the call.
Yes. Staff can edit, reschedule or cancel any appointment in Kareo, including AI-booked ones, working in Kareo exactly as they do now.
Operations Hub
Front desk workload
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How appointments get booked on the call
Booking, rescheduling and calendar rules the receptionist applies on every call.
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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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