Patient-Message Triage
Sort and route patient messages by urgency and topic, with clinical replies left to staff.
What It Does
The agent classifies each message by urgency and topic and routes it, drafting routine replies for staff to approve. Clinical answers stay with the team.Without it: Message volume overwhelms staff, so routine and urgent notes sit in the same queue.
- Sends refill, records, and billing questions to their own queues without a clinician
- Escalates red-flag symptom wording to the nurse queue ahead of topic routing
- Drafts only where a documented answer exists: hours, prep instructions, portal help
- Keeps a message with several requests whole, tagged with each topic it carries
Illustrative example
A portal message reads: 'Need my metformin refilled, and my chest has felt tight since Tuesday.' The agent tags it refill and symptom, sends the whole message to the nurse queue rather than pharmacy, and drafts nothing, because the symptom half has no documented answer. A separate message asking where to park for an MRI gets a reply drafted from the prep instructions, sitting in the coordinator's queue until someone approves it.
Patient portal
Incoming patient messages
Secure messaging
Threads, staff replies
EHR
Chart context, documented answers
Care-team queues
Nurse, refill, billing
Patient-message triage
ExecuteStarts when
A patient sends a message through the portal
How far it goes
it acts inside set limits, and every call is logged
Urgency, topic tags
Applied to each message
Message routing
Routed to the right queue
Routine replies
Drafted, awaiting approval
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