Concierge & DPC

Reduce on-call physician burden while maintaining member access 24/7

Concierge physicians are expected to be available, but fielding routine intake calls burns them out. An AI receptionist handles triage, scheduling, and common questions, protecting your on-call doctors while keeping members supported.

AI answers all after-hours calls, performing initial triage before physician escalation
Differentiates urgent clinical issues (chest pain, severe infection) from routine requests (appointment scheduling, refill authorization)
Captures complete member history, symptoms, and reason for contact in a structured summary for the physician to review
Routes only truly urgent cases to the on-call doctor, reducing unnecessary page-outs
Handles appointment scheduling for next available clinic slot based on urgency level
Manages non-urgent callbacks and follow-up logistics so physicians focus on clinical care

How it pays back

Physicians get uninterrupted sleep on low-acuity nights

Routine questions (medication refills, appointment confirmations, billing clarifications) are resolved by the AI. Only genuine clinical emergencies reach the on-call doctor.

True emergencies are identified and escalated faster

The AI performs rapid triage using symptom keywords and clinical red flags. High-acuity cases reach the physician with full context in seconds, not after the member repeats their story three times.

Member satisfaction stays high despite off-hours call volume

Members don't wait for a doctor to wake up. Routine requests are resolved immediately by the AI, and urgent cases are prioritized. Response time improves, member experience improves.

On-call rotation becomes sustainable

Physicians can tolerate on-call shifts that involve one or two real emergencies, not ten interruptions for scheduling. Burnout drops when the noise is filtered out.

Urgent calls identified

Escalated to physician in seconds

Routine calls resolved

By the AI without physician wake-up

Call context complete

Member history, symptoms, and reason ready

On-call handoff seamless

Physician gets structured summary, not raw call

Frequently asked questions

How does the AI decide if something is urgent enough to wake the doctor?

The AI uses clinical decision trees: chest pain, difficulty breathing, severe trauma, altered mental status, or member-stated emergency trigger immediate escalation. Routine questions (refills, appointments) are handled by the AI.

Can the AI authorize medication refills or other clinical decisions?

No. The AI can note refill requests, explain the process, and schedule a callback from the physician. It never makes clinical judgments—it flags them for your doctor to review and approve.

What if a member insists on talking to the doctor right away?

The AI explains the triage process and the member's options. For genuine emergencies, escalation is immediate. For non-urgent requests, the AI offers a morning callback or urgent appointment next day.

How does this integrate with our on-call schedule?

You set up your on-call roster in the system. The AI knows who is on duty, escalates appropriately, and can page or call the on-call physician based on urgency level.

What about liability if the AI misses an urgent call?

The system logs all calls and triage decisions. Member reports of 'chest pain' or 'can't breathe' always trigger escalation. Governance and audit trails protect both your practice and members.

Bring this to your practice

See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.

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