Concierge & DPC

Free your clinical and administrative staff from phone triage—handle member requests without scaling headcount

Concierge practices often have small staff handling a high member panel. Routine calls (appointment requests, prescription refills, billing questions) consume hours each day, preventing your team from focusing on member care. AI reception automates these calls without sacrificing the personalized service members expect.

Handle appointment requests, cancellations, and rescheduling without staff involvement
Route prescription refill requests to the appropriate clinician with full medication history context
Manage billing and insurance inquiries with structured information for staff review
Triage acute calls and escalate to on-call providers in real time
Conduct new member intake and established member follow-up intake without staff time
Log all interactions so staff always has context before responding

How it pays back

Eliminate routine call overhead

Appointment scheduling, refill requests, and billing questions are handled by AI reception in the time it takes staff to answer the phone. Your team sees only urgent medical issues, complex scheduling conflicts, or member requests that require clinical judgment.

Scale member panel without scaling staff

Concierge models rely on panel efficiency. AI reception lets you serve more members with the same staff size by automating the high-volume, low-complexity call volume that typically grows with panel growth.

Reduce staff burnout

Phone triage and routine scheduling is a primary source of front-desk and administrative workload. AI reception removes this repetitive load, improving staff retention and quality of life.

Improve clinical focus

Your providers and nurses spend their time on direct patient care and relationship-building, not answering phones or scheduling. This is the concierge model at its best.

Routine calls handled automatically

Appointment booking, refill requests, and billing inquiries without staff intervention

Urgent calls escalated

Medical issues routed to on-call provider or nurse line immediately

Structured intake captured

New member and follow-up intake ready for clinical staff review

EMR integrations

Appointments and patient demographics sync with athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, ModMed, and others

Frequently asked questions

If the AI handles most calls, will members feel neglected?

No. The AI is transparent, professional, and efficient. Members feel heard and get answers immediately. When they need to speak to a clinician, the AI ensures they reach the right person without delay or frustration. Members appreciate fast, personalized service—which AI reception delivers.

Can the AI handle complex or unusual member requests?

The AI is configured to recognize complex requests and route them to staff. For example, a member requesting a special accommodation or reporting a medication side effect is escalated immediately. The AI focuses on the high-volume, routine calls that don't require clinical judgment.

What happens if a member calls with a refill request and they have a contraindication or drug interaction?

The AI captures the refill request with the member's full medication list and medical history as a structured summary for the prescribing clinician to review. This goes directly to the clinician, who reviews it and approves or discusses alternatives. The AI doesn't prescribe; it triages and captures context for clinical review.

How do you prevent staff from getting bottlenecked by the calls the AI does escalate?

The AI is configured to prioritize escalations by urgency. Acute medical calls go to the on-call provider or nurse line. Routine escalations (e.g., a member requesting a specific appointment time) go to the scheduler. Your team sees calls in priority order, not a backlog.

Does the AI learn from staff corrections or feedback?

Yes. If staff corrects a routing decision or adds context to a member interaction, that feedback is captured and used to refine the AI's behavior for future calls. Over time, the AI gets better at understanding your practice's specific workflows and member preferences.