Concierge & DPC
Concierge members expect prompt callback, not 48-hour queues. Log every after-hours member call with a callback window, assign priority based on urgency and tier, and track whether your practice meets SLA commitments each week.
When a member calls after hours, the AI confirms: 'A provider will call you back by 10 AM tomorrow.' That SLA is enforced. Staff see a prioritized callback queue each morning, and compliance is tracked and reported.
If a member mentions a concern that's time-sensitive (e.g., a recurring headache), the AI flags it with appropriate priority. Urgent non-emergent calls reach providers before routine refill requests.
Front desk and clinical staff start their day with a clean, prioritized callback list. They know which members they promised to reach and by when. SLA metrics help identify bottlenecks and inform staffing decisions.
Members know they will be called back. Practices that hit SLAs report higher member satisfaction and retention. SLA compliance becomes a competitive advantage you can market to new members.
Every callback logged with context
Reason, urgency, tier, and member preference captured automatically
Tier-based SLA windows enforced
Platinum: same-day, Standard: next business day, custom per membership
SLA compliance tracked weekly
Reports by tier, provider, and call type to identify trends
Callback queue prioritized at shift start
Staff see rank-ordered list; no missed or delayed callbacks
During setup, you define SLA windows for each tier: platinum members may have same-day callback SLA, standard members next-business-day. You can also set different SLAs by call type (urgent, routine, refill, etc.).
The system tracks missed SLAs and alerts staff. Your weekly SLA report shows which callbacks were missed and which provider was responsible. This data helps identify staffing gaps or workload imbalances.
Yes. The AI can ask 'When is the best time to reach you?' and capture the preference. That window is noted in the callback queue so staff can honor the member's schedule when calling back.
Weekly and monthly reports show SLA compliance by tier, provider, and call type. You can drill into which call categories are missed most often and where additional support is needed.
Specialty
AI receptionist for concierge and DPC practices
Concierge practices compete on member service. Callback SLAs are a key differentiator.
Topic
After-hours call handling
After-hours calls are logged and prioritized for next-day callback within your member SLA.
Topic
Call routing and triage
Triage determines which calls are urgent (escalated immediately) and which are logged for callback.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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