Concierge & DPC

Meet member callback guarantees without hiring additional staff

Concierge practices promise same-day or next-day callbacks. MedReception AI logs every call with timestamps, schedules callbacks in your calendar, and alerts your team before the window closes.

Every incoming call logged with member identity and urgency
Callbacks scheduled and confirmed in your EHR calendar
Urgent callbacks escalated to provider on-call within your SLA
Non-urgent callbacks assigned to available appointment slots next business day
Member receives confirmation text with callback time window
Staff alerts trigger if callback approaches deadline without completion

How it pays back

Honor Callback SLAs Without Adding Evening Staff

You promised same-day or next-day callbacks in your membership agreement. The AI logs each call, scores urgency, and routes appropriately—urgent to on-call, routine to next-available. You meet your SLA without hiring extra front desk coverage.

Reduce Member Frustration From Lost Messages

Paper notes get buried. Staff forget who promised a callback when. AI creates a permanent, timestamped record. Members trust that their call was logged and a callback is coming—no follow-up nagging required.

Audit Trail Proves Compliance

Every call timestamp, urgency classification, and callback completion is recorded. When members ask 'Did you get my call?', you have proof. When regulators ask about SLA adherence, you have the log.

Timestamp on every call

No missed call goes unrecorded

Urgent calls escalated

Routed to on-call provider immediately

Callback tracked in EHR

SLA adherence logged and auditable

Member confirmation sent

Text or email with callback window

Frequently asked questions

How does the AI know if a callback is urgent?

The AI listens for clinical keywords (pain, bleeding, shortness of breath, fever, chest tightness) and member tone. If urgent criteria are met, it routes to on-call provider immediately. All other calls are logged as routine and scheduled for next-business-day callback.

What if a member calls again before their scheduled callback?

The AI recognizes repeat calls and escalates them as high-priority. Your team receives an alert that this member has called multiple times, so they know the issue may be more pressing than initially classified.

How do we know if a callback was actually completed?

Your team logs completion in the EHR or notes field. The AI system tracks callback promises vs. completion rates and flags any SLA violations. You get a daily report of outstanding callbacks and their deadlines.

Can we customize callback windows by time of day or member tier?

Yes. You can set different SLAs for urgent vs. routine calls, and for different times (e.g., after-hours calls get next-day callback by 10 AM, daytime calls get same-day by 5 PM). The AI enforces your rules automatically.

Bring this to your practice

See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.

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