Concierge & DPC

Ensure tier-1 members reach the right provider immediately, not a queue

Concierge members pay for priority access. An AI receptionist routes their calls based on membership tier, clinical urgency, and provider preference—so a platinum member's call reaches their provider while routine calls are scheduled appropriately.

Member tier recognized at call arrival (platinum, gold, standard) and routed accordingly
Urgent clinical calls escalated immediately to the on-call provider or nurse line
Routine calls offered a same-day appointment or callback at a specific time
Provider preferences and member relationships factored into routing decisions
Callbacks scheduled with the member's preferred provider when available
No concierge member waits in a generic queue or receives a voicemail dead end

How it pays back

Members feel the value of their membership

Priority routing is the real promise of concierge care. When a member's call reaches their provider instantly or lands a same-day slot, they experience the access they're paying for. Routing failures damage loyalty; seamless routing reinforces it.

Clinical urgent calls never miss the provider

A sick member calling with chest pain or acute symptoms is triaged and reaches your on-call provider immediately—not left in a system or calling back repeatedly. Your liability and member trust improve.

Routine calls scheduled without member frustration

Administrative calls (prescription refills, appointment changes, lab results) are offered immediate scheduling or a guaranteed callback time. Members know when to expect their provider instead of waiting indefinitely.

Provider workload stays predictable

Urgent calls are escalated; routine calls are scheduled during protected callback times. Providers are not interrupted by tier-1 members at random intervals—calls flow to them during designated windows.

Tier-based routing active

Membership level recognized and routed accordingly

Urgent calls escalated

Clinical triage determines immediate handoff to provider or nurse line

Same-day appointment offered

Routine calls booked into your schedule on the call itself

Provider preference respected

Member's preferred provider routed to whenever available

Frequently asked questions

How does the AI know a member's tier or relationship to a provider?

Member data (name, membership tier, preferred provider) is stored in your practice management system or EHR. When the call arrives, the AI looks up the caller and routes based on those stored preferences and tier rules you've configured.

What counts as an urgent call that needs immediate escalation?

Your practice defines urgent criteria. Common examples: chest pain, difficulty breathing, severe bleeding, confusion, or a member explicitly requesting urgent care. The AI is trained to recognize these keywords and immediately escalate to your on-call provider.

Can a member request a specific provider?

Yes. During the call, if a member asks for their primary provider and that provider is available, the AI routes them. If not available, the AI offers a same-day appointment with another provider or a callback from their preferred provider later.

What if a platinum member calls late at night?

After-hours calls from members are triaged by the AI. Urgent issues go to your on-call provider immediately. Routine requests are logged and the member receives a callback from their provider first thing in the morning or at a time you've pre-set.

Do I need to manually set up routing rules?

Initial setup happens once—your practice defines which calls are urgent, who the on-call provider is, member tier definitions, and preferred provider assignments. The AI applies these rules to every call. Updates are simple and can be made by your staff.