Concierge & DPC

Member Call Intake: Capture Details While Maintaining HIPAA Compliance

Concierge practices capture sensitive member information on every call—medications, symptoms, preferences, contact updates. An AI receptionist records and structures this data safely, returns it to your team as a structured summary for review and filing, and maintains a full audit trail for compliance.

All calls are recorded and encrypted end-to-end on HIPAA-compliant infrastructure
Member information is captured on secure servers with role-based access control
Transcriptions are generated and stored with full audit trails for compliance review
Sensitive data (SSN, insurance) is flagged and reviewed by your team before entry—the AI does not auto-file clinical or financial data
Call logs and member interactions are available for your compliance officer to audit
Business associate agreement in place; no third-party vendor access to PHI

How it pays back

Intake is complete and compliant

Member information is captured on the call, structured, and returned to your team as a compliant summary for review and filing. Your staff validates and enters it into secure fields—maintaining control over PHI while accelerating the intake process.

Audit trail created automatically

Every call is logged with timestamp, caller identification, reason for call, and outcome. Your compliance officer can audit interactions, trace decision-making, and demonstrate consent and data handling.

Sensitive data is flagged for manual review

Insurance numbers, SSNs, and other sensitive identifiers are captured during the call but flagged in the summary for manual review. Your team enters them into secure fields; the AI does not auto-populate sensitive data into your records.

Member privacy preferences are captured

The AI can ask about communication preferences, emergency contacts, and privacy restrictions during the call. These preferences are logged and available for your staff to reference on follow-up calls.

HIPAA-compliant recording

All calls encrypted end-to-end; stored on secure, audited servers

Full audit trail maintained

Call logs, timestamps, outcomes, and staff actions are traceable and reviewable

Sensitive data flagged

Insurance, SSN, and financial information are captured but flagged for your team's manual review

Role-based access controlled

Only your staff can access member PHI; no external vendor access

Frequently asked questions

Are all calls recorded and stored securely?

Yes. All calls are recorded with end-to-end encryption and stored on HIPAA-compliant servers with multi-factor authentication, role-based access control, and regular security audits. Recordings are retained according to your practice's retention policy.

What happens if a member declines to provide information on the call?

The AI respects member choice. If a member declines to share information, the AI logs the refusal and offers alternative methods (secure portal, mail-in form). Your team is notified of the incomplete intake and can follow up with the member.

Can members request call recording deletion or correction?

Yes. Members can submit requests to delete or correct their recorded information. Your compliance officer handles these requests according to your privacy policy and retention schedule. The request and outcome are logged.

How do we ensure the AI doesn't expose sensitive data in transcriptions?

The AI is trained to de-identify sensitive data in transcriptions. Insurance numbers and SSNs are masked or flagged as [SENSITIVE DATA]. Your staff reviews transcriptions before they are filed; you control what is retained in the permanent record.

Do we need a Business Associate Agreement with the AI vendor?

Yes. We provide a standard BAA that covers our role as a HIPAA business associate. The BAA specifies data handling, security measures, breach notification, and audit rights. It is executed during contract review before your practice goes live.