Kareo Safety
The AI listens for urgency keywords (chest pain, stroke, severe bleeding, suicidal ideation), flags the call, and sends instant alerts to your provider or emergency contact while the caller is still on the line.
A caller with chest pain speaks to the AI, which immediately alerts your on-call cardiologist or emergency contact. The caller gets a direct answer or clear next steps—call 911, go to the ED, or hold for a callback. Voicemail introduces delay.
The AI's escalation message includes the caller's name, phone, chief complaint, and any relevant history. Your provider doesn't call back blind; they have context instantly.
The caller doesn't hang up and wonder if someone got the message. The AI holds the connection, updates the caller with next steps, and connects to the provider if available. If not available, clear instructions are given (call 911, visit urgent care, etc.).
Every escalation is timestamped, recorded (with consent where required), and stored. Your practice has a clear audit trail of who called, what they said, when the alert was sent, and what action was taken.
A dermatology practice's urgent keyword set differs from an urgent care's. You define what triggers escalation, who gets alerted, and what instructions the AI gives based on time of day and provider availability.
Urgent calls escalated immediately
Chief complaint triggers provider alert, not voicemail queue delay
Every escalation logged
Timestamped with caller info, chief complaint, and action taken—full audit trail
Customizable urgency rules
Define keywords, thresholds, and escalation paths per specialty and time of day
Common urgent keywords include chest pain, shortness of breath, stroke symptoms, severe bleeding, severe allergic reaction, suicidal ideation, and signs of overdose. You customize the full list per specialty. Dermatology urgency differs from urgent care.
The AI tries the primary contact. If no answer, it tries a backup contact (another provider, nurse line, or answering service). You define the escalation chain. If no one answers within a set time, the AI instructs the caller to call 911 or go to the nearest ED.
No. The AI does not provide medical advice. It listens, recognizes urgency, escalates, and instructs the caller on next steps (call 911, go to ED, hold for provider, etc.). All clinical guidance comes from your provider.
The call is logged with metadata (caller, time, chief complaint, escalation action) in the MedReception platform. Your practice can retain call recordings per your retention policy. Call summaries are available in your call history and can be reviewed by staff.
Yes. You can run a test escalation to your provider with a 'test' flag so your provider knows it's not a real emergency. This confirms the routing chain works and your team knows what to expect in a real urgent call.
Yes. The AI reads your Kareo on-call schedule and routes urgent calls to the listed on-call provider for that time. If the schedule changes in Kareo, the AI respects the new routing.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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