Call Routing

ModMed call routing: Route urgent calls to providers, routine calls to appointments, all in seconds

MedReception AI answers inbound calls, triages urgency, routes emergencies to on-call providers or the ER, and books routine appointments—all while maintaining full context in ModMed.

Every call answered immediately; no hold queues or transfer delays
AI screens for urgent symptoms—fever, chest pain, severe bleeding, difficulty breathing
Urgent calls routed to on-call provider with full patient context and history
Critical calls can be transferred to 911 or nearest ER with call details recorded
Routine calls result in booked appointments or callback scheduling
Call routing rules configured per specialty and on-call schedule

How it pays back

Urgent cases reach a provider fast

Patients with true emergencies don't wait on hold or navigate a phone tree. They're screened and routed to the on-call provider in seconds.

On-call provider has full context

When the call transfers, the provider sees the patient's intake, chief complaint, and history—no need to repeat questions.

Routine calls don't clog the urgent line

Refill requests, appointment questions, and general inquiries are handled by the AI and booked into ModMed. On-call provider stays free for real emergencies.

ModMed stays in sync

All routed calls, outcomes, and booked appointments are logged in ModMed. Your practice has one source of truth for all inbound activity.

After-hours calls don't vanish

Calls after 5 PM are routed to the on-call number with full triage context. No messages disappear into voicemail.

Urgent calls escalated immediately

Critical symptoms routed to on-call provider or ER within seconds

Every call answered

No hold queues; callers reach the AI or a live person on first try

Routine calls self-resolved

Appointments booked, callbacks scheduled, questions answered by AI

Full call routing history in ModMed

Every call, triage decision, and destination logged for compliance and review

Frequently asked questions

How does the AI decide if a call is urgent?

MedReception AI uses a clinical triage protocol configured for your specialty and practice. Red flags like chest pain, difficulty breathing, severe fever, and active bleeding trigger immediate escalation. Your team can customize the criteria.

Can we customize call routing rules by day of week or provider?

Yes. You configure on-call schedules, backup numbers, and routing priorities. The AI respects your schedule and routes calls accordingly.

What if the on-call provider's phone goes to voicemail?

If the primary on-call number doesn't answer, the AI retries, tries a backup number, or queues the call with an SMS alert to the provider. Urgent cases are never dropped.

Do routed calls appear in ModMed?

Yes. All routed calls, triage outcomes, destination, and call duration are logged in ModMed for compliance, quality review, and follow-up.

Can the AI transfer calls to a specific department or skill?

Yes. If your practice has multiple departments, the AI can route calls to orthopedics, pediatrics, or other teams based on the caller's need and available staff.

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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