Triage
AI receptionist identifies acute pain, post-injection complications, and medication emergencies on the call and immediately escalates to your on-call provider or triage nurse—eliminating voicemail delays and patient abandonment to competitors.
When a patient calls with acute pain or post-injection complications at 10 pm or Sunday morning, the AI recognizes the urgency, escalates to your on-call provider's line, and stays on the call until the provider answers. No voicemail, no callback queue, no lost patient.
The AI documents onset time, pain severity, location, current medications, and comorbidities as it gathers information. The provider sees this context in the call screen before answering—ready to triage or advise immediately.
The AI can distinguish between 'my arm is numb 4 days after injection' (urgent) and 'I have mild soreness, is that normal?' (routine). Routine calls are documented and offered a daytime callback or appointment. Urgent calls go to the provider immediately.
Patients with true complications hear from a provider within minutes, not hours. Documentation of urgency criteria and escalation timing is automatic—helpful for chart and quality assurance.
Urgent calls escalated to on-call provider or triage nurse
Reached directly without voicemail or callback delay
Emergency context captured and documented
Onset time, pain location, medications, and vital signs noted for provider review
Post-injection complications recognized on call
Swelling, nerve symptoms, medication reactions identified and escalated
Available nights, weekends, and holidays
No answer-service fees; urgent calls answered by AI and escalated to your provider
The AI listens for clinical keywords and patient statements: acute onset, radiating pain, numbness, swelling at injection site, difficulty moving, medication reactions, fever, or statements like 'I can't sleep' or 'I'm in severe pain.' Your pain team defines the urgency criteria during setup; the AI applies these rules consistently.
The AI can page or text the provider and offer the caller an urgent appointment slot (if your schedule reserves emergency blocks) or a confirmed callback within a specific timeframe. Your team defines the escalation sequence (provider phone > provider page > triage nurse > shift manager).
The AI asks about swelling, nerve symptoms, and timeline after injection. If these are reported, the call is escalated immediately. The AI captures whether the complication started immediately after injection or days later—context your provider needs for triage.
Yes. The AI answers and triages all after-hours pain calls, escalating true emergencies to your on-call provider directly. You eliminate answer-service fees and benefit from direct escalation without a third-party intermediary. Your provider controls the triage rules.
Every escalation is timestamped, the urgency criteria that triggered it are logged, and the provider's response time is recorded. This audit trail supports quality assurance, peer review, and liability documentation.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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