Call Routing
AI receptionist identifies urgent calls in real time (chest pain, difficulty breathing, head trauma, suicidal ideation) and routes them immediately to an on-call provider or 911. Routine calls are queued for callback. No patient waits in queue; no staff misses an urgent call.
The AI screens every call in real time. Life-threatening symptoms trigger an immediate ring-through to an on-call provider or 911 dispatch. Staff never miss an emergency because they're on another line.
Patient describes symptoms to the AI; AI urgency classification is sent to clinical staff so they can prepare and prioritize the check-in or squeeze in a same-day visit.
The AI doesn't just ring through — it sends a summary (patient name, phone, chief complaint, urgency flag) so the provider can take the call informed.
Routine callers are queued for callback instead of holding on the line. Your team can then respond to urgent calls without interrupting a conversation with a patient asking about billing or a refill.
Urgent calls routed immediately
Chest pain, difficulty breathing, head injury, and other life-threatening symptoms
Routine calls queued for callback
No hold queue; patient calls back when your team is ready
Structured triage summary
Chief complaint and urgency flag sent to clinical staff before patient arrives
On-call provider alerts
Simultaneous notification with call context for after-hours urgent calls
The AI listens for keywords and phrases that indicate life-threatening or severe situations: 'chest pain,' 'difficulty breathing,' 'severe bleeding,' 'head injury,' 'unconscious,' 'thoughts of harming myself,' 'overdose,' 'stroke symptoms,' and similar crisis language. It also asks follow-up questions ('On a scale of 1-10, how severe is your pain?') to confirm urgency.
If the AI incorrectly classifies a call as non-urgent, the patient can say 'This is urgent' at any point, and the call is immediately escalated. Your staff can also listen to the full call recording and adjust the routing logic if needed. The system learns and improves with each interaction.
The AI does not automatically call 911, but it will advise the patient to hang up and call 911 if the patient describes life-threatening symptoms (difficulty breathing, chest pain, severe trauma). The AI simultaneously alerts your on-call provider and staff via text or phone so they can follow up or confirm the patient called emergency services.
The AI asks if the caller would like to leave a message or schedule a callback. If they prefer a callback, the AI captures their name, phone number, and reason for calling, then queues it for your staff. Callers don't wait on hold; they can hang up and expect a call back during business hours or within a specified timeframe.
Yes. If your practice has multiple providers or on-call rotation, MedReception can be configured to route urgent calls based on the chief complaint or provider specialty. For example, a patient describing chest pain routes to the cardiologist or internal medicine provider, not to the dermatologist.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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