Practice Fusion

Urgent calls routed to staff immediately; routine bookings handled by AI in Practice Fusion

MedReception listens for urgency keywords and emergency language, then routes those calls to your on-duty staff in real time while booking routine appointments directly into Practice Fusion.

AI detects urgent language: chest pain, severe bleeding, difficulty breathing, suicidal thoughts, severe injury
Urgent calls transferred to on-call provider or clinic staff immediately; non-urgent calls continue with booking
Routine appointment details—date, time, patient contact, reason—written to Practice Fusion; staff review and file clinical notes from the call summary
Escalation rules customized per specialty: urgent for orthopedics differs from urgent for psychiatry
Reduces clinical staff interruptions for routine scheduling; saves high-touch time for true emergencies

How it pays back

Emergency calls never go to voicemail

Urgent language triggers immediate human transfer. Callers reach your team in seconds, not hours. Life-threatening calls get clinical attention right away.

Routine calls don't consume staff time

Most calls are routine scheduling. The AI handles those end-to-end and writes to Practice Fusion. Staff focus on true emergencies and clinical issues.

Clear audit trail in Practice Fusion

Every call is logged with urgency flags and routing decisions. Your team can review which calls were escalated and why, supporting quality and compliance review.

Customizable urgency rules per location

Different specialties and locations can define urgency differently. A psychiatry crisis line has different thresholds than an orthopedic clinic.

Real-time escalation

Urgent calls routed to staff immediately when urgency is detected

Triage in call flow

AI assesses urgency and routes; staff receive context before pickup

Routine calls end-to-end

Non-urgent calls booked and appointment details written to Practice Fusion

Frequently asked questions

How does the AI know what counts as urgent for my specialty?

You configure urgency keywords and phrases during setup. An orthopedic practice might flag 'cannot bear weight,' while a mental health clinic flags 'suicidal' or 'self-harm.' MedReception learns your clinic's rules.

What happens when an urgent call is transferred?

The AI connects the call to your on-duty staff or on-call provider. Your staff sees caller information and the urgency flag on their phone screen or in their system. The caller doesn't repeat their story.

If a call is urgent, does it still write to Practice Fusion?

If the call is transferred to staff, they may book an appointment during the call. That appointment is written to Practice Fusion by the AI. If the call ends without booking, a summary note is logged indicating the call was urgent and transferred, for staff review.

Can I test the urgency rules before going live?

Yes. MedReception provides a testing period where you can hear how the AI handles various urgency scenarios. You can adjust keywords and routing rules before production launch.

What if a caller uses urgent language but it's a false alarm?

Staff assess urgency on the call. If it's not an emergency, they can return to routine scheduling or reschedule for a regular appointment. The escalation is a safety net, not a filter.

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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