Concierge & DPC Calls
Family and employer memberships put third parties on the phone. Verify the caller, apply your authorisation rules, and route the clinical part correctly.
A household on one membership is one invoice and several adults, each with their own privacy. The system checks authorisation per member, so a spouse paying the annual fee does not automatically hear another adult's clinical information, and the parent of an adult child on the family plan is treated exactly the same way.
For older members, the person describing what changed is frequently not the member. Your protocol can run with an authorised caregiver, and the note is marked as third-party history with the relationship stated, so the physician reads it as second-hand rather than as the member's own account.
When a company sponsors memberships, HR calls about eligibility, invoices and onboarding, and occasionally about a specific employee. Administrative questions route administratively. Anything clinical stops, and the note records that it was asked and not answered, which is the record you want on file.
The hard third-party calls are the ones where the caller is upset and insistent. The system applies your rule and your wording every time, with no social pressure and no exception invented on the call, and hands the situation to a person the moment your protocol says a person decides.
24/7 coverage
Caregiver calls arrive in the evening, after the family has visited and noticed something
HIPAA BAA included
Verification attempts, disclosures and refusals recorded and encrypted with AES-256 at rest and TLS in transit
Dozens of languages
A family member or caregiver is answered in their own language without a separate line
No, and treating it that way is exactly the mistake this is built to prevent. Authorisation is recorded per adult member. The system checks the caller against that member's record and routes to staff when nothing is on file, rather than making the judgement itself.
Your practice defines who may call about each minor, and what changes at the age your jurisdiction treats as the transition point, including any court-ordered restrictions you have recorded. The system applies what you entered. It does not infer authority from a shared surname or address.
Yes, if you permit it. The same questions run in the same order, and the note marks every answer as reported by a third party with the relationship named, so the physician knows they are reading history the member did not give themselves.
Eligibility, enrolment status, invoicing and onboarding logistics, on the administrative path you configure. Clinical information is not disclosed to an employer, and the request is logged. If an HR caller pushes, the system delivers your wording and routes the call to a person.
Your protocol decides. You can write a path that captures the situation and escalates to a person immediately regardless of authorisation status, because routing a call to a human being is not the same thing as disclosing clinical information to the caller.
In the call note: caller, stated relationship, what was verified, what was disclosed and what was withheld, alongside the transcript. Delivery into your EMR is available through API or FHIR for supported systems and through secure workflow automation elsewhere.
Related
Member Intake for Concierge Practices
Where authorisations, household structure and contact rules are captured before the first third-party call.
Related
Member Intake and Communication Preferences
Per-member preferences and permissions, and how they drive what a caller is told.
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Clinical Calls From People Who Are Not Members
The adjacent boundary problem: a caller with a clinical question and no membership at all.
Pillar guide
AI Receptionist for Concierge and DPC Practices
The full membership-practice phone layer: access, enrolment, member calls, after-hours and escalation.
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Membership practices order labs, imaging and specialist care they do not bill. Capture referral and prior authorization calls off the front desk.
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DPC practices that dispense on site take refill calls no pharmacy sees.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
