Medical Office — Sick Appointment Triage
Front-desk triage for an established patient calling about acute symptoms. Front desk does not diagnose — flags to nurse triage or ER on red flags.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask about chest pain, trouble breathing, severe headache, infant under 3 months with fever — any → transfer to nurse or advise ER.
urgentField: Red flags (chest pain, breathing, infant <3mo fever)
Ask how long symptoms have been going on.
importantField: Symptom duration
Confirm they're an established patient — new patients route to a different flow.
importantField: Established patient
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Diagnose the patient's condition.
Recommend specific medications or dosages.
Tell a caller they don't need to be seen when red flags are present.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm appointment or nurse callback
- Confirm callback number
- Advise er if red flag
- Send appointment confirmation
Then creates a appointment encounter with:
- Patient name
- Date of birth
- Callback number
- Symptom summary
- Symptom duration
- Red flags (chest pain, breathing, infant <3mo fever)
- Established patient
- Same-day visit needed
- Preferred provider
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