Concierge & DPC
Concierge members expect their practice to remember them. A logged, contextual callback system ensures every voicemail, after-hours inquiry, and member request flows to your team with full history attached—no dropped threads.
When a member calls after hours with a question or concern, and your provider calls back the next morning already knowing the context, the member feels seen. No 'let me look at your chart,' no repeat history. Concierge members pay for that level of attentiveness, and this system delivers it.
If a member calls with chest pain, difficulty breathing, or another red flag after hours, the AI identifies the urgency and pages your on-call provider immediately, with the full member record attached. No gatekeeping, no voicemail bottleneck. Life-threatening calls are handled as they should be.
Instead of digging through voicemails, transcribing messages, and hunting for charts, your staff sees a clean, chronological list of callbacks with full context already attached to each member's record. Callback management becomes a queue you work through, not a treasure hunt.
Every callback is logged, timestamped, and retained. You can prove you called back, when you called, and what was discussed. For member disputes or regulatory review, the record is complete and auditable.
Contextual callbacks
Every member call paired with their history and prior notes
Urgent escalation
Critical calls routed to on-call provider with full context
Audit-ready logs
All callbacks timestamped, retained, and available for your EMR
HIPAA-secure
Encrypted storage and staff-only access to callback summaries
The AI retrieves caller information from your EMR (member phone number on file) and greets them by name. If the number isn't on file, the AI asks for the member's name and date of birth to confirm identity, then looks up their record. This information is verified before any clinical or personal details are discussed.
The AI is configured to recognize urgency keywords—chest pain, difficulty breathing, severe bleeding, uncontrolled symptoms, etc. When detected, the system immediately escalates to your on-call provider or designated emergency contact, with the full member record and call context attached. Your provider doesn't get a mysterious 'member called' page; they get the complete picture.
Yes. The AI can note and remember member preferences—'I prefer morning calls,' 'Call my cell, not my home,' 'Tuesdays are better.' These preferences are stored in the callback log and flagged in your staff queue so you reach members at times that work for them.
The AI captures the member's name, callback number, reason for call (in their own words or via structured questions), any symptoms or concerns mentioned, and the timestamp. This information is returned as a structured summary for your staff to review, verify, and file in the member's chart.
Callback summaries are returned in structured, EMR-pasteable format for your team to review and file. We have named integrations with athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, and ModMed. If you use SimplePractice, Kareo, or another platform, your staff can paste the callback summary directly into the member's chart. Your clinical team sees everything they need without leaving your existing workflow.
Workflow
After-hours call handling
Structured after-hours reception with context preservation and escalation
Related
AI receptionist for concierge and dpc practices
Full suite of concierge practice features including callback management
Next step
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See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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