Concierge & DPC
Concierge members expect personalized service. An AI receptionist that knows member history, preferences, and care plans makes every call feel like it's from a practice that actually knows them.
The AI greets members by name, recalls their last visit, and knows whether they see Dr. Smith on Tuesdays or prefer remote follow-ups. No member has to repeat their history. No staff member has to hunt for context before picking up the phone.
The AI has access to member allergies, current medications, and recent diagnoses. When a member calls about a rash or cough, the AI can ask informed follow-up questions, spot potential drug interactions, and route to the right provider with full context already loaded.
Member calls for their quarterly check-in appointment? Booked in seconds and added to the calendar. Member calls with chest pain? Escalated to the on-call physician immediately. The AI knows which calls need human judgment and which are routine.
Concierge members choose your practice partly for personalized attention. When their call is answered instantly, their history is remembered, and their needs are addressed without transfers or callbacks, they feel valued. That loyalty drives retention.
Member context loaded at call start
History, preferences, and clinical flags ready for triage
Personalized greetings and call routing
No member repeats their reason for calling or preferred provider
Allergy and medication-aware triage
Safe clinical decisions informed by the member's full medication list
Escalation rules customized per member risk
High-risk members routed to physicians; routine calls handled by the AI
Named EMR integrations
Member context pulled live from your EMR on every call (athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, ModMed)
The AI retrieves your EMR data before and during the call. When a member's phone number comes in, their chart is looked up and the AI has access to their name, appointment history, medications, allergies, and any notes flagged for triage. All lookup is real-time and HIPAA-encrypted.
Your staff updates member preferences in your EMR, and the AI sees the change on the next call. No manual configuration needed. The system stays current with your EMR.
Yes. The AI is trained to recognize high-complexity cases and escalate them to a staff member or provider immediately. It won't attempt to triage a member with multiple comorbidities or a complicated medication regimen; it flags them as priority and routes the call appropriately.
The AI asks for the member's name and date of birth (or phone number on file) to look them up. Once confirmed, the same context-aware triage applies. If they cannot be verified, the call is routed to your staff.
Yes. If a member prefers Tuesday mornings with Dr. Smith, the AI checks availability and confirms an appointment in that slot automatically, respecting their preferences. If that slot is unavailable, it offers the next available time with that provider or their backup.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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