Concierge & DPC

Free your care coordinators from call volume so they focus on member relationships

Concierge care coordinators spend hours fielding appointment requests, prescription refills, lab results, and billing questions. An AI receptionist handles these routine calls consistently, captures context, and returns structured tasks to your staff—so coordinators focus on complex member needs and relationship building.

Capture appointment requests, reschedules, and cancellations automatically; write appointment bookings and patient demographics to EMR
Answer frequent questions: lab results, prescription status, membership benefits, billing
Log all requests with member name, callback number, and urgency for staff triage
Route complex requests and exceptions to your care coordinator for human judgment
Reduce call interruptions so coordinators can focus on proactive outreach and retention
Improve staff satisfaction by eliminating repetitive call handling

How it pays back

Coordinators regain hours of focus time daily

Instead of answering 20+ routine calls per day, coordinators handle structured tasks returned by the AI: schedule new appointments, follow up on lab results, process billing inquiries. Deep work replaces constant interruptions.

Routine calls are answered consistently, every time

When a member asks 'What time is my appointment?' or 'Do I owe anything?', the AI answers with information from your EMR. No missed info, no accidental misspellings, no forgotten details. Consistency increases member confidence.

Staff handle only calls that need judgment

Complex requests—'Can I reschedule my visit to a telehealth appointment?' or 'I need an urgent referral'—are routed to your coordinator with full context. Your staff make decisions, not repeat information.

No more 'Can you hold?' or voicemail loops

Members calling during peak hours don't wait. The AI answers every call immediately and schedules a callback if staff are busy. Member experience improves; staff stress decreases.

Coordinator time shifts to member retention and proactive care

Freed from reactive call-handling, coordinators can call members with lab results, reach out to at-risk members, and build relationships that strengthen retention and satisfaction.

Every call answered immediately

No hold queues, no voicemail

Routine calls screened and resolved

Appointment changes, lab questions, billing—handled without coordinator

Staff handle judgment calls only

Complex requests, exceptions, and member relationship work

Coordinator time reclaimed

Shift from reactive call-taking to proactive member engagement

Frequently asked questions

What if a routine call turns out to be urgent?

The AI is trained to recognize urgency flags during any call. If a member initially called about an appointment but mentions chest pain or other acute symptoms, the call is immediately escalated to your on-call provider or emergency protocol. Context is preserved.

Can the AI check lab results and relay them to members?

The AI can check lab status in your EMR and tell a member 'Your results are ready' or 'Your lab is still processing.' For result interpretation and clinical questions, the AI transfers to your provider or coordinator. The AI does not provide diagnosis or clinical interpretation.

How does the AI know which calls to route to which staff member?

You define routing rules during setup. The AI can route based on call type (appointment request to scheduler, billing question to billing team), member preference (specific coordinator), or urgency. Complex calls default to your care coordinator.

What about members who prefer to speak to a person?

The AI greeting offers both options: 'I can help with scheduling and routine questions, or I can transfer you to our care coordinator now.' Members choose. The AI is fast and accurate, but never forces automation on those who want human contact.

Does the AI reduce the need for coordinators?

The AI reduces call-handling workload, not headcount. Your coordinators shift from answering routine calls to handling complex or judgment-based calls, plus proactive outreach. Staff are happier, retention improves, and efficiency increases.