If these symptoms exist
- •Hold times >90 seconds at peaks
- •Voicemail backlog each morning
- •Staff triaging while juggling walk-ins
- •Providers interrupted for routine updates
Volume stabilization
Inbound Triage Command Center
Turn chaotic, multi-line inbound traffic into a predictable command center that routes every patient with context.
Practice ownersOperationsCOOPhone leads
This playbook is for COOs, practice owners, and phone operations leads who juggle overflowing lines, missed callbacks, and staff burnout. It shows how to layer MedReception AI on top of your existing numbers so every inbound call is triaged, summarized, and routed in under 15 seconds—no more ‘press 1’ menus or voicemail spirals.
Abandonment reduction
–12 to –18 pts
Typical drop within 30 days of AI intake.
View KPI →Staff interruptions cut
40–60%
Fewer blind transfers and callbacks.
View KPI →Same-day triage accuracy
98%+
Intent captured + routed with structured notes.
View KPI →Set-up timeline
10 business days
Reuse existing VoIP + EHR stack.
View KPI →You need this playbook when
- •Every line rings into one desk
- •Overflow sent to generic voicemail
- •No clear ownership for callbacks
- •Call notes missing from the EHR
Build the play
Phase 1 · Capture & classify
Stand up AI intake that answers instantly, authenticates callers, and tags the intent.
- –Mirror existing greeting + compliance language
- –Collect reason-for-call, self-identified urgency, and patient identifiers
- –Map intents to routing groups
Phase 2 · Route & summarize
Push structured summaries into inboxes, Slack, or task queues so humans only handle what matters.
- –Attach transcripts + action items to EHR task
- –Auto-email urgent summaries to shift lead
- –Send SMS recap to caller when appropriate
Phase 3 · Govern & optimize
Measure abandonment, handle time, and callback backlog weekly to keep the command center humming.
- –Publish a shared scorecard
- –Hold 10-minute routing review standups
- –Add new intents as clinics grow
Systems & instrumentation
What your stack needs in place
VoIP forwarding rules
Point main + overflow lines to MedReception AI before ringing staff.
EHR or CRM inbox
Accept structured summaries via API, HL7, or secure email.
Escalation directory
On-call, specialty pods, and bilingual staff escalation tree.
Cross-silo proof
Share these with your buying committee
Ready to build your inbound command center?
We’ll inspect your call reports, design the routing map, and configure MedReception AI to absorb the chaos.