Concierge & DPC

Route urgent member calls to your clinician instantly while managing routine callbacks

Concierge members need fast access to their clinician, not a callback queue. An AI receptionist triages urgency, routes critical calls immediately, and schedules routine callbacks—ensuring no urgent member is delayed.

Identify urgent calls and escalate to on-call clinician in seconds
Differentiate routine appointment requests from time-sensitive medical issues
Schedule callbacks for routine matters at specified times or next available
Log all call details, urgency level, and context for escalated calls
Ensure members never reach a dead end or abandoned call
Maintain member satisfaction with rapid triage and transparent routing

How it pays back

Urgent calls reach your clinician immediately

The AI recognizes urgent language and medical context, then escalates the call with full details to your on-call provider—no delays, no missed critical calls.

Routine callbacks scheduled automatically

Non-urgent calls are handled by the AI: capture details, offer available appointment times, or schedule a callback. Members know exactly when to expect a call back.

Full context available to clinician on escalation

When an urgent call escalates, your clinician receives the member's name, tier, call reason, any health details mentioned, and full history—no 'hold on, let me find your chart' moments.

Member satisfaction protected during high call volume

Even during peak times or after-hours, every member gets an immediate response and a clear escalation path, not a busy signal or voicemail.

Urgent calls escalated immediately

Time-sensitive medical issues reach clinician in seconds, not minutes

Callback scheduled or logged

Every routine call captured; member knows when to expect follow-up

Full call context on escalation

Clinician receives member details, reason for call, and health context

No abandoned calls

Every member reaches an outcome: escalation, appointment, or scheduled callback

Frequently asked questions

How does the AI know if a call is truly urgent?

The AI is trained to recognize urgency cues: chest pain, difficulty breathing, severe symptoms, or explicit statements like 'I need to speak to the doctor now.' It also accepts member-configured urgency codes. Any escalation is logged so your clinician has context.

What happens if the on-call clinician doesn't answer when an urgent call is escalated?

The AI detects a failed escalation and either transfers to an alternate on-call provider (if configured), offers the member an ER referral for critical symptoms, or logs a high-priority callback for immediate team attention.

Can members set their own callback time preferences?

Yes. The AI can ask when the member prefers a callback and offer available windows. You can also configure default callback windows (e.g., 'next available within 2 hours' for routine matters).

Do urgent call escalations get logged to the EMR or patient record?

Urgent calls are logged in the system with full context (member, reason, time, urgency level). Your staff reviews the structured summary and decides what to file. If a callback appointment is booked, that event syncs to your EMR.

How does this differ from a standard after-hours answering service?

An outsourced service queues calls or takes messages. The AI triages in real-time, escalates urgent calls immediately to your clinician, and books appointments directly into your system. Members experience concierge-level speed and member-specific care, not generic answering.