Triage & Routing
AI receptionist recognizes acute OA flare-up calls and routes them to nursing or on-call immediately, while routine refill and follow-up calls are captured and scheduled automatically.
Calls mentioning severe pain or functional loss are routed to nursing or on-call immediately, reducing time to clinical evaluation and pain management.
Post-injection follow-ups, refill requests, and PT bookings are handled automatically, so staff only handle calls that require clinical judgment.
Structured summary of pain onset, location, severity, and patient-reported triggers is returned to staff so triage documentation is faster and more complete.
Patients with routine needs get answers immediately instead of waiting for a nurse callback, reducing after-hours and next-day call volume.
Acute vs. routine routing in real time
Flare-up calls routed to nursing; routine calls captured and scheduled without staff handoff
Pain and functional detail captured on first call
Onset, location, swelling, warmth, activity impact, and current medications all documented
Urgent calls escalated instantly
No hold queue; acute OA calls reach on-call or nursing line within seconds
Structured triage summary for nursing review
Patient-reported history delivered with call so clinical assessment begins immediately
The system is trained on orthopedic triage protocols. It listens for keywords indicating acute pain (sudden onset, severe swelling, warmth, inability to bear weight, signs of infection) and routes those calls immediately. Patients reporting mild pain increases or asking about routine refills are not flagged as urgent.
Yes. We work with your clinical team to define your triage triggers—e.g., post-injection complications, acute fall injuries, or specific pain thresholds—so the system routes calls the way your practice does.
Routine calls are captured as structured intake (pain history, current treatments, reason for call) and scheduled into available follow-up or PT slots. If the patient requests to speak to staff, the call is routed. Otherwise, the appointment confirmation is sent and staff see the intake summary when they arrive.
Yes. The AI is available 24/7. After-hours acute calls can be routed to an on-call provider or an answering service; routine calls are captured and scheduled for the next available clinic slot.
Workflow
Call routing and triage
Intelligent routing that separates urgent and routine calls and escalates appropriately.
Next step
How appointments get booked on the call
Booking, rescheduling and calendar rules the receptionist applies on every call.
Workflow
After-hours call handling
Around-the-clock answer and triage so acute OA calls never go to voicemail.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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