Concierge & DPC
Concierge members expect rapid physician access. AI reception with on-call integration routes true emergencies directly to the covering physician while handling routine calls instantly.
AI filters incoming calls, routing only true emergencies. Routine appointment requests, prescription refills, and administrative questions never interrupt physician time; staff handle these during business hours.
No 'press 1 for emergencies' loops or staff gatekeeping. True emergencies bypass the queue and reach the on-call physician directly.
Members with genuine emergencies are heard immediately; members with routine requests are answered by AI without delay. Both feel prioritized.
Call routing is auditable and documented. Emergency calls are logged with timestamps, escalation reason, and resolution. No missed or delayed emergencies fall through cracks.
Urgent calls escalate instantly
No staff queue between member and on-call physician
Routine calls resolved by AI
Appointment, prescription, and status requests answered in seconds
Escalation fully logged
Timestamp, reason, caller, and resolution recorded
On-call schedule managed in system
Physicians set availability; AI routes accordingly
You configure urgency keywords (chest pain, difficulty breathing, severe injury, etc.) and medical history flags during setup. The AI also factors in member medical conditions from the EHR. Ambiguous cases are escalated to allow on-call physician to decide.
You set fallback routing: try second physician, transfer to emergency department, or leave a voicemail and page. All attempts are logged so you can audit coverage gaps.
Both. Members can call the main line and be triaged by AI, or they can call a dedicated on-call line if you configure one. The AI is available 24/7; the on-call line reaches the current covering physician.
Yes. When the call is escalated, the AI passes the member's name and phone number to the system. The on-call physician can pull up the chart while the call is ringing, so they have context immediately.
Your practice manager or designated admin logs into the AI dashboard, sets the weekly on-call rotation, configures urgency rules, and defines fallback escalation paths. Changes take effect immediately.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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