Concierge & DPC

Continuous member support and appointment booking for concierge practices during evenings, weekends, and holidays

Concierge members expect access outside business hours. Eliminate overnight voicemail and weekend phone gaps. The AI receptionist answers member calls 24/7, books appointments, handles urgent triage, and escalates critical issues to your on-call provider.

Answer every member call day and night—no voicemail, no forwarding to external services
Identify returning members and personalize the greeting and routing based on their history
Book appointments into your EMR for the next available provider or on-call coverage
Triage urgent issues (chest pain, difficulty breathing, severe symptoms) and escalate to on-call physician immediately
Route non-urgent after-hours questions to nurse hotline, callback queue, or next-day scheduling
Callback summary delivered to staff so on-call provider has full context before returning the call

How it pays back

Member satisfaction and retention

24/7 access to a responsive AI receptionist reinforces the concierge value proposition. Members feel heard and never encounter voicemail or hold trees.

Reduced on-call workload

AI triages and qualifies after-hours calls before escalating. On-call physician receives structured summaries, not dozens of inbound calls with no context.

Faster urgent response

Chest pain, stroke symptoms, and other red-flag conditions are identified immediately and escalated to the on-call provider or emergency services.

No external answering service costs

Dedicated AI receptionist handles after-hours volume; no per-call fees or message delays from third-party services.

Every after-hours call answered

No voicemail dead ends or external service delays

Member recognized by name

EMR lookup personalizes the greeting and routing

Urgent calls escalated

Red-flag symptoms trigger immediate on-call physician notification

Next-day appointments booked

Non-urgent calls scheduled into the system; member wakes to a confirmed slot

Frequently asked questions

How does the AI know if a call is urgent vs. routine?

The AI asks targeted questions about symptoms, severity, and duration. Red-flag keywords (chest pain, difficulty breathing, severe bleeding, etc.) trigger immediate escalation to the on-call physician. Routine calls (appointment request, prescription refill question) are handled or scheduled for the next day.

What happens if a member's call needs immediate emergency care?

If the AI identifies a life-threatening emergency (unresponsive, severe trauma, loss of consciousness), it recommends calling 911 and escalates the call to your on-call provider simultaneously so they are aware.

Can members reach a live person after hours?

Members can request transfer to the on-call nurse or physician. The AI provides a context summary so the clinician has the member's concern, history, and any prior messages on file.

How does the AI integrate with your on-call schedule?

Your on-call schedule is stored in the AI's configuration. The AI knows who is on-call each night and routes appropriately. When the on-call provider is reached, they see the member's EMR and the call summary.

What if a member calls with a billing or membership question after hours?

The AI acknowledges the question, captures it with full context, and routes it to your billing or membership team for first-thing-in-the-morning callback. For urgent issues (e.g., a member's concern about coverage for a current emergency), the AI escalates to the on-call provider.