Urgent Care Workflow

Chest pain at 2 AM? AI receptionist routes urgent calls to your on-call provider in seconds

Mesa practices need urgent after-hours triage without holding patients on voicemail. AI receptionist listens for emergency keywords, escalates immediately to on-call, and logs routine calls for follow-up.

Emergency keywords trigger instant escalation (chest pain, difficulty breathing, severe injury, loss of consciousness)
Urgent calls route directly to on-call provider's personal phone or ER
Non-urgent after-hours calls logged with full caller details and chief complaint
Callbacks returned first thing Monday morning with context
No patient sits on hold waiting for a human triage decision
Call recording available for chart review and risk management

How it pays back

Urgent Cases Never Wait for Callback

Patients describing chest pain or difficulty breathing don't reach voicemail. The AI escalates to your on-call provider within seconds.

On-Call Provider Gets Full Context

When the call rings through, the on-call provider receives a real-time summary of the patient's chief complaint, symptoms, and contact info. They can make informed triage decisions immediately.

Routine Calls Don't Burden On-Call

Appointment requests, billing questions, and refill questions are captured and logged. On-call provider only gets called for genuine medical urgency.

Documentation Built In

Call recordings, triage flags, and caller details are retained for chart review, risk management, and compliance audit trails.

Urgent calls escalated instantly

Chest pain, breathing difficulty, severe injury routed within seconds

Routine calls captured and logged

Full transcript and caller info saved for morning callback

On-call context preserved

Chief complaint and patient details provided before call connects

Call recording for compliance

Full audit trail for chart review and risk management

Frequently asked questions

How does the AI know if a call is truly urgent?

The AI listens to the caller's description of symptoms and flags for urgent keywords (chest pain, difficulty breathing, severe injury, uncontrolled bleeding, loss of consciousness, severe trauma). Any of these triggers immediate escalation.

What if the patient is unsure whether it's urgent?

The AI asks clarifying questions. If symptoms suggest urgency, the call escalates. If not, the AI suggests calling 911 or going to the ER, logs the call, and flags it for morning callback.

Can I customize which calls are considered urgent?

Yes. We configure triage rules based on your practice specialty and on-call protocols. You define which keywords and symptoms trigger escalation to on-call vs. callback queue.

Where does the urgent call ring — to my personal phone or the office?

You choose. The call can route to your on-call provider's personal cell, a dedicated on-call line, or your answering service. You configure the destination.

What if the on-call provider doesn't answer?

You set fallback routing. If the on-call provider doesn't pick up, the call can route to a backup on-call provider, your answering service, or the ER. You control the escalation chain.

Are call recordings secure and HIPAA-compliant?

Yes. All recordings are encrypted, stored securely, and retained only as long as needed per your compliance policy. Recordings are never shared with third parties without explicit authorization.