Concierge & DPC

AI receptionist that recognizes concierge members and routes calls to the right team instantly

Concierge members expect to be known. When they call, MedReception AI identifies them, flags their tier and preferences, and routes to the appropriate care coordinator or physician—delivering the personalized touch that justifies membership fees.

Automatic caller identification by phone number against member roster
Member tier and service level displayed to route staff
Custom greeting and routing rules per member or tier
Preference flags: language, preferred contact, accessibility needs
Non-member inquiry capture for sales and enrollment team
Call history and interaction log for continuity across team

How it pays back

Members Feel Recognized on First Ring

No 'Can I have your name please?' No transferred between three staff members. The AI answers with the member's name, acknowledges their tier, and routes to the right coordinator. Personalization is instant, even in a larger practice.

Reduce Route Errors and Transfer Loops

Member calls about lab results—AI knows that goes to the nurse coordinator, not scheduling. Member calls about membership billing—AI routes to member services. No more warm transfers and 'let me find the right person' delays.

Tier-Based Routing Meets SLA Guarantees

Premium members get priority escalation; standard members follow standard routing. AI enforces your service commitments without staff having to check a spreadsheet. Response-time SLAs are built into the routing logic.

Capture Non-Member Inquiry Intent

When a prospective member calls, the AI qualifies the inquiry (interested in joining, pricing question, referral from existing member) and routes warm leads to your enrollment team with context already captured.

Member identified by phone

Instant recognition, no authentication delay

Tier and preference flags visible

Staff route with member context, not guesswork

Custom routing per tier

Premium members reach priority team, standard follow queue

Non-member leads captured

Enrollment team gets qualified prospect context

Frequently asked questions

How does the AI know which tier the member belongs to?

The AI retrieves member tier and preferences from your practice management system during the call. When a call comes in, the phone number is matched against your member roster; tier and preferences are displayed to staff. If the number is not in the system, the caller is treated as a new inquiry.

Can we set different routing rules for different tiers?

Yes. You can configure tier-specific routing: premium members always go to the primary care coordinator, standard members to the intake queue, and prospects to the enrollment specialist. Custom logic can be set per tier or even per member.

What if a member calls from a different phone number?

The AI can be configured to ask for verification by name and DOB, or to manually search the member database if the number is not recognized. Once verified, the member context loads and correct routing applies.

Does the AI record member preferences (language, best time to call, accessibility)?

Yes. Preferences are stored in the AI's configuration and displayed when the call comes in. If a member prefers Spanish, the AI can conduct the call in Spanish. If they prefer email follow-up, staff see that flag when they pick up.

How do we track which members call and what they discuss?

Every call is logged with caller ID, timestamp, route destination, and AI-generated summary. The log is available in your practice management system and can be reviewed for member engagement, common inquiries, and service patterns.