Call Management

AI triage for Kareo: emergent complaints escalate in real time; routine appointments book to your calendar unattended

Kareo practices field mixed call types every day. MedReception's AI triages in real time—chest pain, severe bleeding, and allergic reactions ring to staff immediately; routine appointment requests are booked and confirmed autonomously.

Real-time symptom triage: chest pain, shortness of breath, severe bleeding, allergic reaction, and other emergent complaints escalate to staff instantly
Routine appointment requests, prescription refills, and billing questions handled autonomously and logged for staff review
Urgent escalations interrupt any call and ring to the first available staff member—no queuing, no delays
Non-urgent calls logged with full context (caller name, reason, AI-captured intake) for staff batch review and callback
Staff controls triage rules during setup—configure what counts as urgent for your practice, by specialty or visit type

How it pays back

Emergency calls never wait in a queue

The moment a caller describes a symptom requiring immediate attention, the call rings to staff. Your practice handles urgency the way medicine demands.

Routine calls book and vanish

Non-urgent appointment requests are booked to your Kareo calendar in real time. Staff never hears them. Your calendar fills automatically while your team stays focused on patient care.

Triage context is documented automatically

When an urgent call escalates, staff hears the AI's notes: symptoms described, caller verified, and any red flags. No repeating yourself. Immediate context, immediate action.

Your staff controls the rules

During setup, you define what 'urgent' means—by symptom, by visit type, by time of day. Triage adapts to your practice's standards, not a generic algorithm.

Urgent calls escalated instantly

Emergency symptoms route to staff within seconds; no hold time

Routine calls booked autonomously

Appointments sync to Kareo; staff never picks up the phone for non-urgent bookings

Triage context preserved

Staff hears symptoms, caller details, and AI notes before answering escalated calls

Customizable triage rules

Practice controls what counts as urgent; rules align with your clinical protocols

Frequently asked questions

How does the AI decide if a call is urgent?

During setup, you define urgent symptoms and complaint types—e.g., chest pain, difficulty breathing, severe bleeding, allergic reaction. The AI listens for these keywords and escalates immediately. Your staff can also add specialty-specific rules.

What if the caller describes a symptom the AI isn't configured to recognize?

The AI is trained to recognize a broad range of medical concerns and can ask clarifying questions. If there's doubt about urgency, it escalates to staff. Better to ring a human than miss a true emergency.

Does urgent escalation interrupt a staff member's current call?

Yes, if you configure it that way. Emergency calls ring with a distinct alert. Staff can answer immediately and interrupt their current call, or the system can queue it to ring next available.

What happens to routine calls while an urgent escalation is answered?

Routine appointment requests continue to be booked autonomously and synced to Kareo. The AI handles multiple calls in parallel. Urgent calls always get priority ring-through.

Can we add specialty-specific triage rules?

Yes. If you have a dermatology line and a cardiology line, each can have different triage thresholds. Chest pain is urgent for cardiology; a rash is urgent for dermatology. We configure both.

Bring this to your practice

See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.

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