Patients call back-to-back when the clinic closes.
Phone Problem Playbook
After-Hours Overflow Playbook
Keep phones covered past 5PM without burning out your on-call team. Katie fields cancellations, refills, and urgent requests instantly.
When to run this playbook
On-call triage gets buried under partial voicemails.
Refills and scheduling requests stack up for Monday.
Caller journey (high-level)
01
Route all after-hours calls to Katie
Forward your main number at close. Katie greets in your tone and determines intent in under 3 seconds.
02
Automate refills + FAQs
Non-urgent tasks (refills, directions, lab hours) trigger instant responses or queue tickets for staff.
03
Escalate urgent threads
STAT symptoms and surgeon callbacks escalate to on-call with complete context + transcript.
Triage categories & actions
| Category | Example calls | Notification | Target callback | Caller messaging |
|---|---|---|---|---|
| Emergency | Chest pain, stroke, trauma. | 911 / ER | Immediate | Call 911 or go to the ER now. |
| Urgent clinical | Worsening postop pain, severe symptoms. | On-call provider | < 15 min | Provider calls back within 15 minutes. |
| Routine clinical | Refills, mild symptoms, referrals. | Daytime team | Next business day | Care team follows up on the next business day. |
| Non-clinical / admin | Scheduling, billing, paperwork. | Admin queue | Next business day | Front desk follows up when the office reopens. |
Staff checklist
Frequently asked questions
Does Katie speak to Spanish-speaking callers?
Yes—MedReception.ai supports 37 languages and automatically detects preferred language in the greeting.