Concierge & DPC Calls
Members ring their own physician after a procedure, including surgery done elsewhere. Capture what your protocol asks and route by your clinicians' rules.
A concierge or DPC membership is often bought precisely so there is one physician to call after a specialist's procedure. Those calls arrive with no operative note, no surgeon's instructions to hand, and often at night. Structured capture of what the member was actually told at discharge is what makes the callback useful instead of exploratory.
Your clinicians write the questions once per procedure type. Every member calling inside that window is asked them in order, whether the call lands at four in the afternoon or four in the morning, so the physician comparing today's call to yesterday's is comparing the same fields rather than two different conversations.
The system does not tell a member that drainage, swelling or pain is expected, normal or a reason to be seen. It records what the member describes and delivers only wording your clinicians wrote and approved for that procedure, attributed to your practice. Every judgement stays with your physician.
Membership practices take prospect calls, billing calls and clinical calls on one number. Unlimited concurrency means a member on day two after a procedure is answered immediately, not after someone finishes asking what the annual fee covers.
24/7 coverage
Post-procedure windows do not respect clinic hours, and neither does the line
Under 1 second to answer
No hold queue between a post-procedure member and your protocol
HIPAA BAA included
Procedure details, transcripts and structured notes encrypted with AES-256 at rest and TLS in transit
No. It never characterises a finding as normal, expected or concerning. It can read back guidance your clinicians wrote for that specific procedure, clearly attributed to your practice, and it records what the member described so your physician makes the judgement.
It captures what your protocol asks about an outside procedure, including who performed it, the date, the discharge instructions the member remembers, and whether they have already tried to reach the operating clinician, then routes it on the path your physicians chose for outside-procedure calls.
Yes. Your clinicians can define a separate question set for each procedure type, and the member's recent procedure can select which set runs. Where no procedure is on record, the system asks the member what they had done rather than assuming which set applies.
The system captures the request and gives the member your practice's instruction for sending images through the channel you actually use. It does not receive, view or assess images, and it does not tell a member that a photograph will be enough.
No, it is the inbound half. Members call you when something changes between your check-ins, and that unplanned call needs the same structure your scheduled one has. Outbound follow-up and check-in campaigns are handled separately.
Into the destination your team works from: an EMR encounter or task, a clinical inbox, or a structured summary. Delivery is available through API or FHIR for supported systems and through secure workflow automation elsewhere, with custom integration available where nothing direct exists.
Related
Member Symptom Calls, Routed by Your Own Protocol
The standing protocol these post-procedure rules branch away from, and how the routing is authored.
Related
Results Callback Calls for Concierge and DPC Practices
The other call that follows a clinical event: pathology and labs the member reads before you do.
Related
Appointment Scheduling for Concierge Practices
How held slots and same-day availability are offered to members without opening the whole calendar.
Pillar guide
AI Receptionist for Concierge and DPC Practices
The full membership-practice phone layer: access, enrolment, member calls, after-hours and escalation.
Related
Cross-Coverage Call Handling for Solo Membership Practices
In a one-physician membership practice, a week away is a week the product is at risk.
Related
Clinical Calls From People Who Are Not Members
Closed panels still take clinical calls from prospects, lapsed members and former patients. Handle them by your rule, without creating a relationship.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
