Concierge & DPC

HIPAA-compliant call capture and member contact logging for concierge practices

Concierge practices handle sensitive member calls—medication questions, prior auth requests, personal health information. An AI receptionist captures and documents every call in a HIPAA-compliant format, creating an audit trail for compliance and member communication records.

Every member call recorded and transcribed securely
Member demographics, contact reason, and call notes structured for EMR review
Call transcript available for your compliance team and clinical staff
Member contact history logged in your system; no lost communication records
Urgent concerns flagged and documented for clinical review
Call recordings and summaries retained according to your retention policy

How it pays back

Full audit trail for regulatory and member inquiries

Every member call is recorded, transcribed, and available for review. If a member disputes a conversation, your compliance or legal team can listen to the original call. This protects your practice and resolves disputes quickly.

Clinical context preserved for continuity of care

When a member calls with a medical question, their concern is documented and available to your providers on their next visit. No information is lost between calls or appointments. Your clinical team has full history.

Compliance team can audit call handling in real time

Your compliance officer can sample calls, review how the AI captured member information, and verify HIPAA protocols were followed. This is easier than auditing paper notes or staff recollections.

Member communication stays in one place

Instead of scattered message slips, voicemail transcripts, and email threads, all member contact (calls, intake, booking confirmations) is logged in one system. Your staff can see the full conversation history.

Every call recorded and transcribed

HIPAA-compliant storage of member communication

Member contact logged with timestamp and summary

Full audit trail available for compliance review

Call context available to clinical staff

Providers see member concern history during next appointment

EMR integrations: athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, ModMed

Call summaries returned in structured, EMR-pasteable format for your team to file

Frequently asked questions

Are all calls recorded and stored?

Yes. All incoming and outgoing calls are recorded and transcribed. Recordings are stored securely in your MedReception account, encrypted and access-controlled. You control retention policy and who can access recordings.

How long are call recordings retained?

That depends on your compliance and legal requirements. You can set a retention policy (e.g., 7 years for member records, per state regulations). Once the retention period expires, recordings are automatically deleted.

Can my compliance team review calls for quality assurance?

Yes. Your compliance team can access the call library, search by member, date range, or reason for call, and listen to samples. This lets you audit AI performance and verify proper call handling.

What happens if a member calls with a sensitive health question?

The AI documents the question in a structured summary that flags clinical urgency. The call transcript is available to your providers. Your clinical team reviews the summary and reaches out to the member with appropriate guidance. All contact is logged for the member's medical record.

Do call transcripts get written to the member's EHR automatically?

No. Call summaries are returned to your staff in a structured, EMR-pasteable format. Your clinical or administrative team reviews the summary and files it in the patient record according to your documentation standards and clinical judgment.