Concierge & DPC
Concierge members expect round-the-clock access. An AI receptionist answers all after-hours and weekend calls, triages urgency, escalates acute concerns to the on-call physician, and manages callbacks—without waking staff unnecessarily.
After-hours callers never reach voicemail. AI answers, listens, triages, and either escalates to the on-call physician or schedules a callback. Concierge members experience premium service at 2 a.m.
Non-urgent after-hours calls are handled by AI: routine scheduling requests, general questions, and administrative issues are resolved or logged. Only true urgent and acute calls reach the on-call provider.
On-call physician is notified via SMS or in-app alert with member name, tier, symptoms, urgency, and whether member is waiting for callback. No blind escalations; no repeat questioning.
True urgent calls only reach the provider; routine requests and callback requests are handled by AI or logged. On-call workload is lighter and more meaningful.
Every after-hours call answered
No voicemail, no missed urgent calls
Urgent calls escalated instantly
Acute symptoms or concerns reach on-call physician immediately
On-call escalation with context
Physician receives member tier, reason, urgency, and history before answering
Callback requests logged and fulfilled
Non-urgent requests scheduled in morning; member is called back on time
The AI follows your clinical triage protocol. Chest pain, difficulty breathing, severe bleeding, allergic reactions, trauma, or other acute symptoms trigger immediate escalation. You define the urgency criteria for your practice.
The AI retries the escalation call or SMS up to a defined threshold. If still unanswered, the call can be routed to a backup on-call provider or to your urgent care/ER protocol. You configure fallback routing.
Yes. If the concern is non-urgent and the member prefers to wait, the AI can schedule a callback request for the regular provider the next business day. The request is logged and the provider is alerted in the morning.
Yes. All calls are recorded and stored securely under HIPAA encryption. Your practice can review calls for compliance, quality assurance, and staff training purposes.
The AI can capture refill requests and medication concerns and relay them to the on-call provider or pharmacy during escalation. The AI does not authorize prescriptions—only the physician can. Requests are escalated immediately so the provider can act quickly.
Capability
After-hours call handling
24/7 after-hours call handling, urgent triage, and on-call escalation workflows.
Specialty
AI receptionist for concierge and dpc practices
Concierge and DPC practice configuration with membership and after-hours support.
Capability
Call routing and triage
Urgency triage and escalation logic for concierge and retainer-based practices.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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