Intake
Concierge practices charge different fees for different service tiers. An AI receptionist identifies membership tier on intake, captures prior auth and care coordination rules, and routes each call to the appropriate provider or coordinator—ensuring members feel the value of their tier.
When a Platinum member calls, the AI greets them by name, confirms their tier, and offers priority booking or specialist access. Standard members get appropriate access. This tier-aware routing reinforces membership value at first contact.
Call date, member tier, reason for visit, and any alerts (renewal due, high-utilizer flag, prior auth required) are captured on the call and returned as a structured summary. Your team reviews and files this in the chart, building a complete picture of member engagement.
If a member requests a specialist and your concierge plan limits specialist access, the AI knows this and either facilitates the referral (if tier allows) or routes to your care coordinator for discussion. No surprises at billing.
High-risk members or members with complex medical histories are flagged on intake. Staff and providers see these flags before the member arrives, enabling better visit planning and faster decision-making.
Non-members calling to inquire about membership are routed to your membership coordinator with the AI's intake summary (caller name, reason for interest, clinical needs). The coordinator can match them to the right tier and close the sale faster.
Membership tier auto-identified at greeting
Phone number or member ID confirms status instantly
Priority routing enforced per tier
Senior providers for Platinum, available providers for standard members
Prior auth and specialty rules checked in real time
Routing and access decisions made on the call
Membership data captured and returned
Tier, renewal date, usage, and flags logged for your team
The AI looks up the caller's phone number or member ID in your EMR. If found, the member's tier (Platinum, Gold, Silver, etc.) is auto-loaded. If not found, the caller is treated as a prospect and routed to your membership coordinator for tier selection and enrollment.
The AI asks the member to verify their name and date of birth. Once verified, the tier is confirmed and the call is routed accordingly. The new phone number is captured and returned to your team to update the member record.
Yes, if your EMR tracks visit allotments or service usage (e.g., 4 annual physicals per tier). The AI can retrieve this and inform the member or flag it for your coordinator. Usage data is returned to your team on every call for your review and planning.
You set tier-to-provider rules in the AI's configuration. For example: 'Platinum members → Dr. Smith (senior), then Dr. Jones; Standard members → next available provider.' The AI checks real-time availability and books according to these rules.
The AI recognizes this at intake and offers two options: (1) Route to a care coordinator to discuss tier upgrade or specialty referral, or (2) Provide information on out-of-pocket specialty costs. The member's choice and the coordinator's decision are logged and returned to your team.
Yes. Every call captures the member's renewal date, tier, and visit usage. This data is returned to your membership team. Over time, you can see which members are low-utilizers, which are frequent callers, and which are coming up for renewal—enabling proactive retention outreach.
Practice Model
AI receptionist for concierge and DPC practices
Concierge and DPC practices rely on tier-based routing and member engagement tracking.
Workflow
Patient intake
Learn how structured intake captures membership and clinical context for your team to review and file.
Workflow
Call routing and triage
Understand how tier and urgency flags determine which provider or coordinator handles each call.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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