Workflow / After-hours intake
A late call still needs a named next step.
We complete bounded routine intake outside office hours, detect the configured signals, and route operational and clinical threads to owners who accept them. If nobody accepts, the fallback was defined in advance and it is visible.
After hours, ownership matters more.
Routine intake, operational exceptions, and clinical signals leave the call on separate accepted paths.
- 01Late call arrives
- 02Identity and disclosure
- 03Routine intake completed
- 04Operational owner accepts
- 05Licensed owner accepts
- 06Fallback remains visible
Rely does not triage. Configured clinical signals route to the licensed coverage path.
After hours, ownership matters more. Routine intake, operational exceptions, and clinical signals leave the call on separate accepted paths. The diagram shows Late call arrives, Identity and disclosure, Routine intake completed, Operational owner accepts, Licensed owner accepts, Fallback remains visible. Rely does not triage. Configured clinical signals route to the licensed coverage path.
Operating contract
Routine intake stays with Rely; clinical decisions go to your licensed team.
The agent handles disclosure, approved intake, routine information, nonclinical routing, callback setup and status documentation. It works a narrow tested path, and after hours that path is deliberately narrower than during the day.
Where navigator support is included in scope, a Rely navigator works operational scheduling, access and coordination that can move without a clinical decision. That work continues without waking anybody up.
- The agent discloses that it is AI at the start of the call.
- Configured signals stop the agent immediately and move the call onto the clinical path.
- Coverage hours, permissions and response targets are defined for each program, never assumed.
One night
A routed call is not an accepted handoff.
Time runs left to right across a single overnight window. The middle row is what an after-hours report almost always shows, and it is complete. The row under it is the one nobody writes down, and it is the row that decides whether the call went anywhere.
| The call | Within minutes | Overnight | Next morning | |
|---|---|---|---|---|
| What the caller neededthe outcome they live in | A next step they could act on Did not happen | |||
| Clinical decisionsyour designated licensed owner | Stop list detected. Call moved onto the clinical path. Completed | |||
| Intake and routingthe row every report counts | Answered, disclosed as AI Completed | Approved intake completed Completed | Assigned to the on-call owner Completed | Message waiting at 8am Completed |
| Acceptancethe row that usually is not recorded | Nobody accepted. The case aged instead of moving. Unspoken need | The morning team starts from a message with no history Did not happen |
This is what a routed call and a resolved call look like when they are reported as the same event. In this workflow, acceptance is timestamped and the fallback is reported when it runs, so the bottom row is visible rather than inferred the next day.
Clearance
After hours is cleared separately from daytime
The same organization, the same patients and sometimes the same phone number still need a separate approval at night. The stop list is different, the owners are different, the response targets are different, and the fallback matters far more.
Before the line turns on, this program clears the recording and consent language, the AI disclosure wording, the intake fields, the clinical stop list, the named owner for each coverage window, the acceptance target, the fallback path, and what the caller is told when the fallback runs.
Legal, clinical and operational owners sign the same document and it is dated. A daytime approval does not carry into the night.
Bring one coverage window.
One line, one window, one on-call structure. We will map the stop list, the owners, the acceptance targets and the fallback before the first call is answered.