Concierge & DPC
Concierge members expect 24/7 availability. An AI receptionist answers after-hours calls, triages urgency, escalates true emergencies to your on-call physician, and logs non-urgent requests for next-day callback—ensuring no member is left in a voicemail system.
When a member can reach a live, responsive system at 2 a.m., not an automated message, they trust that help is available. This peace of mind is a core value of concierge membership.
The AI triages after-hours calls, filtering out non-urgent requests. Your on-call provider only gets paged for true emergencies or high-priority issues, reducing burnout and improving clinical focus.
AI triage with clear escalation protocol helps members understand whether their issue requires emergency care or next-day appointment. Fewer members panic and self-refer to the ER unnecessarily.
Non-urgent after-hours calls are logged automatically with priority queuing. Staff arriving the next morning see a structured list of callbacks needed—nothing falls through the cracks.
Every after-hours call is documented: who called, what issue was reported, triage decision, who was escalated to, and outcome. Complete audit trail protects your practice in case of disputes or claims.
Urgent calls escalated
High-acuity issues routed immediately to on-call provider or emergency guidance
On-call scheduling integrated
AI knows which provider is on call and their escalation protocol
Non-urgent request logging
Callback queue prioritized and ready for staff first thing the next morning
Triage decision documented
Every call logged with clinical decision rationale for liability and continuity
Member reassurance built in
AI explains triage outcome and next steps to reduce member anxiety
You configure an on-call schedule in the system (rotating nightly, weekly, or custom rotation). The AI queries this schedule and knows exactly who is on call at any given time. The schedule syncs with your practice management system or can be managed directly in the AI configuration.
You define urgent criteria: chest pain, difficulty breathing, severe bleeding, altered mental status, and other life-threatening symptoms. The AI applies these rules; any match is escalated immediately. You can also allow members to flag an issue as 'urgent' themselves, and the AI respects that request.
The AI follows a backup protocol you configure: retry in 2 minutes, try a second on-call number, page the provider, or route to an emergency backup (e.g., partner practice, on-call nurse). If still no answer, the AI advises the member to call 911 or go to the ER and documents the escalation attempt.
Yes. For non-urgent issues, the AI offers: 'Would you like me to have the doctor call you back first thing in the morning?' If the member agrees, the request is logged with a callback time preference. This reduces hold times and lets members go to sleep.
Yes. Call summaries, triage decisions, and escalation details are captured and returned as structured, EMR-pasteable summaries. Your staff can review them in the MedReception portal and file them into your EMR for chart inclusion. This ensures the on-call provider and next-day provider see the full picture.
The AI can handle routine questions (e.g., 'What time is my appointment tomorrow?', 'Can I refill my blood pressure medication?') by checking the EMR. For clinical questions requiring provider judgment, the AI logs the request and prioritizes it in the callback queue or escalates if time-sensitive.
Capability Hub
After-hours call handling
Comprehensive after-hours and on-call call handling for all practice types.
Capability Hub
Call routing and triage
Urgency triage and clinical escalation routing logic.
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AI receptionist for concierge and dpc practices
Full AI reception for concierge and direct primary care models including after-hours.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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