Triage

Red-flag symptoms routed instantly to on-call staff; routine calls booked automatically

AI receptionist detects urgent symptoms and red flags during intake, then routes those calls directly to on-call providers or urgent staff. Routine appointment requests are booked into Kareo without delay.

AI recognizes chest pain, severe allergic reactions, trauma, and other urgent indicators
Urgent calls ring through to on-call provider or designated urgent line immediately
Routine calls complete booking and drop into Kareo automatically
Call reason and intake details logged in Kareo for provider reference
After-hours urgent calls are escalated with full context, not routed to voicemail
Configurable urgency rules by specialty—different triggers for pediatrics, cardiology, orthopedics, etc.

How it pays back

Urgent cases reach providers immediately, not after 20 voicemails

Caller describing chest pain or severe symptoms gets a live provider on the line within seconds. No voicemail, no callback queue, no delay. Your liability exposure drops and outcomes improve.

Routine calls don't clog the urgent line

System distinguishes between 'my script ran out' and 'I can't breathe.' Routine appointment requests are handled and booked without burdening on-call staff.

Providers have full context when they pick up

Caller's name, appointment history, and call reason all appear in Kareo before the provider answers. They can triage and advise without playing 20 questions.

After-hours coverage works for urgent calls too

Evening or weekend urgent call comes in. AI recognizes the flags and routes to your answering service, hospital, or designated backup. Never sends urgent callers to voicemail.

Urgent calls escalated instantly

Red flags routed to on-call or urgent staff in seconds

Routine calls booked and logged automatically

Urgent line stays clear for emergencies

Full context available when provider picks up

Call reason and history in Kareo before answer

Specialty-specific triage rules

Different urgency triggers for different practice types

Frequently asked questions

How does the AI know what counts as urgent for my practice?

You define urgency rules based on your specialty and protocols. Examples: chest pain, difficulty breathing, severe trauma for primary care; bleeding or vision loss for ophthalmology; active suicidality for behavioral health. Rules are updated as your protocols evolve.

What happens if the AI is uncertain whether a call is urgent?

The system is conservative—borderline cases are routed to your staff for a quick live assessment rather than auto-booked. You define the threshold; most practices prefer erring on the side of caution.

Can I route urgent calls to an answering service or hospital after hours?

Yes. You can configure after-hours urgent routing to your answering service, hospital ED, or on-call backup number. The AI logs all details and transfers the call with full context.

Do urgent calls get written to Kareo?

Yes. The call reason, urgency flag, and timing are logged in Kareo so your team has a full record. This helps with follow-up, liability documentation, and pattern tracking.

What if an urgent caller hangs up or doesn't want to be routed?

The call and urgency flag are still logged in Kareo. Your team can follow up with a callback if needed. If the caller refuses escalation, that decision is documented too.

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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