Handle It Playbook
What it looks like when teams stop absorbing everything.
This is the operating play for teams that replaced overload with intelligent buffering.
≤1s
Load check in 1 second
Workload is measured passively.
67%
Fewer overload events
Teams recover margin before things break.
Restored
Sustainable pace
Work moves without burning people out.
01 · Capture
Workload is monitored passively
No self-reporting required.
- Volume tracking
- Interrupt frequency
- Escalation counts
02 · Sense
Burnout signals are detected
Risk rises before failure occurs.
- Trend analysis
- Threshold alerts
- Team-level visibility
03 · Resolve
Load is redistributed automatically
Work shifts before people break.
- Routing adjustments
- Deferred tasks
- Leadership insight
Playbook
Launch sequence (10 business days)
1. Map reality
We import the last 60 days of signal to surface peak times, abandonment, and conversion leakage.
2. Wire the line
Forwarding rules, SMS numbers, and CRM/EHR webhooks get connected. No rip-and-replace—just reroute what already exists.
3. Train the voice
We fine-tune the lightorb agent on your tone, compliance statements, and escalation criteria so every answer feels on-brand.
4. Launch & watch
Dashboards show resolved vs. escalated calls, average triage time, and any call that still needs human follow-up.
Care teams
Clinical teams
Clinical desks shed repetitive work to MedReception.ai buffers.
owned
Katie AI
Voice-first call routing for clinics that removes manual phone trees.
Daytime call router that eliminates phone trees and routes patients by intent.
0s
Hold time
98%
Routing accuracy
How it helps
- •Answers every incoming call instantly.
- •Classifies intent and routes to the right department.
- •Logs the interaction inside CRM or EMR inbox.
- →Map clinic phone lines & coverage rules
- →Configure specialty routing and provider availability
- →Integrate with MedReception.ai dashboard for monitoring
owned
Annie AI
Night and weekend answering service that keeps clinicians safe.
After-hours coverage that never misses a call.
24/7
Coverage
< 15 min
Callback target
How it helps
- •Provides guarded scripts and escalation paths.
- •Notifies on-call providers the moment an urgent issue arises.
- •Documents every call for compliance and QA.
- →Define after-hours windows & provider rotations
- →Train Annie on escalation ladders
- →Monitor quality through MedReception.ai QA console
Operations
Front desks
Front desks stay sane with AI absorbing noise.
Ops
Ops staff
Ops teams get load dashboards and automation knobs.
Ready next