Direct Primary Care AI Receptionist for Cerbo

Access is the product

Direct primary care sells a relationship and easy access to it. Members pay so they can reach their physician's team without fighting a phone tree. When the line rings out or a message sits until tomorrow, the practice is falling short on the very thing members pay for.

Many DPC practices run lean, sometimes with a physician, a medical assistant and one other person. Answering the phone competes with rooming patients, drawing labs and dispensing medications in the office, and the phone usually loses.

Member calls, handled your way

Katie answers every call immediately, including when every line is busy. She establishes whether the caller is a member and follows the path you set. A member wanting a same-day sick visit can be transferred to the medical assistant while the office is open. A member with a medication question gets a summary sent to clinical staff. A member moving a visit becomes a scheduling request for staff to place in Cerbo.

Members do not have to explain themselves twice. The summary carries what they said to whoever picks it up. Household memberships add a wrinkle: a parent may call about two children and a spouse at once, so set your rules to collect each person's name and request and keep them distinct in the summary.

The DPC call mix

Most calls to a DPC practice fall into a short list, and each deserves a written route:

• Same-day sick visit requests
• Medication refill questions, which go to clinical staff for a decision
• Questions about in-office labs and dispensed medications
• Membership questions from prospective members and employers
• Billing questions about the monthly fee, sent to your billing line or payment link
• After-hours concerns, handled by Annie under your escalation rules

Protecting the physician's evenings

Many DPC physicians carry the after-hours load personally. Annie, MedReception AI's after-hours agent, answers the practice line at night and on weekends and applies your escalation rules, so the physician hears about what the rules say they must and wakes to summaries for everything else.

That is not less access for members. It is consistent access, delivered the same way on a hectic Saturday as on a quiet Tuesday, and it makes the practice sustainable as the panel grows.

Growing the panel

Prospective member calls are the growth engine of a DPC practice. Katie answers them with your approved membership information, records what the caller needs and hands staff a clean lead. Enrollment, agreements and billing stay with your team in Cerbo.

Employer groups deserve their own rule. If your practice contracts with local employers, their HR contacts call about enrollment lists and start dates. Identifying those callers and routing them to whoever manages employer accounts keeps them out of the patient queue and keeps an important relationship tidy.