Define triage intents
- •List symptoms, post-op concerns, and medication questions considered urgent.
- •Create scripts for bilingual handling and empathy statements.
Operations KPI•Operations & safety
Same-Day Triage Accuracy
Measures how precisely AI routes same-day appointment or urgent triage calls to the correct queue.
Clinical directors rely on this KPI to prove automation will not misroute urgent needs. It tracks how many same-day triage calls AI resolves vs. escalates correctly on the first attempt.
Accuracy benchmark
98%+
Based on 30k triage calls with QA review.
False positive rate
<1.5%
Rarely escalates when not needed.
QA every escalation
- •Review call transcripts daily for the first month.
- •Tag misses by root cause (language nuance, caller noise, rule gap).
Assumptions
What this KPI assumes
EMR task routing
AI pushes structured notes into the same inbox clinicians monitor.
QA cadence
Ops + clinical meet weekly to review disposition accuracy.
Supporting proofs
Share with finance + ops partners
Need to validate triage routing?
We’ll map your escalation tree, run shadow QA, and deliver accuracy reports for clinical leadership.