Workflow: Multi-Location

How Mesa Multi-Location Medical Groups Route Calls Across All Offices with One AI Receptionist

Mesa medical groups with multiple offices struggle to route calls consistently. A unified AI receptionist answers all incoming calls, screens by location, and routes to the right office or provider.

Route calls from one main number across multiple Mesa offices automatically
Patients specify which location they prefer; AI routes to correct office
Urgent calls route to on-call provider regardless of office location
After-hours calls to any office are answered by the same AI system
All call logs and intake data consolidated in one dashboard for group leadership
Each office's staff sees only their scheduled patients and routed calls

How it pays back

Single Phone Number, Multiple Offices

Patients call one main line and reach the right office or department. The AI screens the call, identifies the needed location, and routes automatically. No patient confusion, no missed transfers.

Consistent Call Handling Across All Offices

Every office uses the same AI protocol for intake, triage, and booking. Patients receive the same experience whether they call Tempe, Mesa, or any location.

Centralized After-Hours Coverage

One AI system covers all offices after hours. An urgent call to any office is escalated to the group's on-call provider immediately—no office-by-office gaps.

Reduce Staff Overhead Per Location

Each office doesn't need its own answering service or dedicated receptionist for overflow. The group shares one AI system; each office scales its in-office staff down.

Multi-location call routing

Route to office, department, or provider—patient chooses

Unified after-hours coverage

All offices answered by one system, day and night

Consolidated intake and analytics

Group leadership views call volume, booking rate, and trends across all offices

Named EMR integrations

Works with multi-location EHR deployments (athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, ModMed)

Frequently asked questions

How does the AI know which Mesa office the caller needs?

The AI asks the caller which location they prefer or which service they need (e.g., 'Are you calling for dermatology or primary care?'). The call is then routed to the correct office or provider.

Can each office customize their AI greeting?

Yes. Each location can have a custom greeting and routing rules. The AI can say 'Welcome to [Practice Name] Mesa office' or route specialty calls appropriately.

What happens if a caller needs the on-call provider?

The AI recognizes urgency and escalates to your group's on-call provider immediately—regardless of which office the call came in to. No delay, no office-specific gatekeeping.

How does intake work across multiple offices?

The AI captures patient demographics, symptoms, and reason for visit on the call. Appointment bookings and patient demographics sync to the EMR; clinical details (symptoms, medical history, allergies, medications) are returned as a structured, EMR-pasteable summary for staff to review and file. Each office sees their own patients' intake; group leadership sees all calls.

Can we see call analytics by office?

Yes. The dashboard shows call volume, booking rate, missed calls, and urgent escalations broken down by office location. Group leaders can spot bottlenecks and staffing gaps.

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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