Concierge & DPC
Member calls with a question about membership tiers, access, or availability. The AI captures the question and routes it to the appropriate team member with full context.
Member calls with a membership question. The AI routes it to your director of patient services with the full question logged. No game of telephone, no forgotten context — your team picks up the thread immediately.
The AI asks upfront: 'Are you a current member of our practice, or are you interested in learning more about membership?' Based on the answer, routes go to the right person — your enrollment coordinator for prospects, your member services team for existing members.
Your front desk no longer transfers every call blindly. The AI asks the question first, then routes to the person who can actually answer it. Fewer calls bouncing between departments.
All routed inquiries are logged and flagged for your team. Over time, you see patterns: Are members confused about access levels? Renewal terms? You can update scripting or send a team email to clarify.
When a prospect calls with a membership question, the AI routes the call and flags it in your system. Your team follows up with a call or email. You can measure inquiry volume and conversion rate month over month.
Caller status identified
Existing member or prospect determined before routing
Inquiry captured with context
Full question logged and included in the routing ticket
Routed to the right person
Membership coordinator, director of patient services, or care team member receives call with full context
Inquiry log maintained
All routed questions tracked for pattern analysis and practice improvement
No missed calls
Every inquiry answered and routed same-day
You set routing rules during setup. For example: 'If the caller is asking about membership tiers, route to the director of patient services. If they're a current member with a billing question, route to billing.' The AI asks a qualifying question and routes based on the answer.
For simple questions like 'What are your office hours?' or 'When do I need to renew my membership?' you can give the AI scripted answers. It answers directly without routing. For anything policy-based or member-specific, it routes to your team.
Yes. All routed inquiries are logged and flagged in your practice management system. Your team can see the inquiry history, routing timestamp, and outcome. This builds a clear record of member engagement.
Yes. When the AI identifies a prospect inquiring about membership, you can flag the call as a sales lead in your CRM or practice management system. Your enrollment or sales team then follows up with a phone call or email within 24 hours.
The AI can ask a quick triage question: 'Is this urgent or non-urgent?' Urgent questions are routed directly to the on-call provider or care coordinator via SMS or phone. Non-urgent questions are logged for your team's next available slot.
Yes. For example, if a member has both a billing question and a scheduling request, the AI can route to both the billing coordinator and the scheduling coordinator simultaneously. Or it can handle the scheduling itself and route only the billing question.
Workflow
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How the AI asks qualifying questions and routes calls to the right team member.
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