Concierge & DPC Calls
Concierge and DPC members call you first when something changes. Ask what your protocol asks, apply your rules, and route the call where you decided.
The system does not assess symptoms, grade severity or decide what is urgent. Your physicians write the categories, the questions and the destination for each one; the AI asks and routes. When a call matches nothing you wrote, it takes the default you defined rather than improvising a path of its own.
A covering colleague, a nurse and an answering service each ask different questions and write notes in different shapes. One protocol executed identically at every hour means the member hears one practice, and the physician reading the callback note is reading the same fields every time.
Membership medicine sells access, so a symptom call that meets hold music or voicemail is the moment the product fails. Every line answers in under a second, and unlimited concurrency means a Monday cluster of calls does not form a queue behind whoever rang first.
The physician gets the complaint in the member's own words, the answers to your protocol's questions, onset and duration where you asked for them, and a callback number read back and confirmed on the call.
Under 1 second to answer
Symptom calls are picked up immediately, including nights, weekends and holidays
24/7 coverage
The same protocol runs after hours as in clinic, with no separate answering-service script
HIPAA BAA included
Recordings, transcripts and structured notes encrypted with AES-256 at rest and TLS in transit
No. It exercises no clinical judgement and makes none. Your clinicians define the categories and the destination for each; the system matches what the caller says against the categories you wrote and follows the route you assigned. Anything it cannot match takes your default path, which you can point at a person rather than a message queue.
A triage line staffs clinicians who make judgements under a licensed protocol. This is not that. It is the intake layer in front of your own people: it asks your questions, records the answers and hands the call to the person you named. If you already use a triage service, the AI can answer first and hand off to it.
It is not permitted to characterise a symptom at all, not as minor, expected or safe to wait on. It can read guidance your clinicians wrote and approved for a specific category, clearly attributed to your practice, and nothing beyond that.
The system delivers the emergency wording your practice authored, word for word, and runs the escalation you configured, leaving a timestamped record of what was said. It does not decide on its own that a call is an emergency; it recognises the conditions you defined.
Yes. Routing is configurable per member as well as per category, so a named member reaches the physician directly while the rest of the panel follows the standard path. A small panel makes that specificity practical in a way a large practice could not sustain.
An EMR task or telephone-encounter note, a shared clinical inbox, or a structured summary your staff files. Delivery is available through API or FHIR for supported systems and through secure workflow automation elsewhere, with custom integration available.
Related
Urgent Call Escalation for Concierge Practices
What happens after the protocol says escalate: who is paged, in what order, and how it is acknowledged.
Related
After-Hours Member Calls: What Reaches the Chart
The same protocol at eleven at night, and the note the physician wakes up to instead of a memory.
Related
Post-Procedure Call Handling for Concierge Practices
A separate question set for the short window after a procedure, including one performed elsewhere.
Pillar guide
AI Receptionist for Concierge and DPC Practices
The full membership-practice phone layer: access, enrolment, member calls, after-hours and escalation.
Related
When Another Clinician Calls About Your Member
Membership practices promise coordination, so hospitals, specialists and pharmacies ring the physician.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
