Clinical Workflow

AI reception routes urgent calls to your on-call provider within seconds, while routine questions are queued for staff review

Concierge providers need sleep and focus time — but member calls arrive unpredictably. AI reception distinguishes urgent calls (chest pain, severe symptoms) from routine requests (appointment, prescription refill) and routes each appropriately, protecting your provider's time while keeping members safe.

Urgent call detection routes true emergencies to your on-call provider or emergency line immediately
Routine calls (appointment booking, question, refill request) are queued for morning review
AI asks clinical screening questions to distinguish urgency; returns findings as a structured summary for your provider to review
After-hours urgent calls bypass voicemail and reach your provider directly
Non-urgent calls logged, timestamped, and ready for your team with full context
Your provider never misses a true emergency because they're drowning in routine calls

How it pays back

Provider Sleep and Mental Health Protected

Concierge providers operate on call 24/7, but not every call is urgent. AI reception triages ruthlessly, routing only true emergencies and acute concerns to your provider. Routine appointment requests, refill authorizations, and member questions are logged for morning review. Your provider sleeps knowing they'll only be interrupted for real problems.

No Missed Emergencies

Because AI reception handles routine volume, your on-call provider can focus on urgent calls. The AI recognizes chest pain, difficulty breathing, severe bleeding, and other red flags instantly and routes them immediately. No more emergencies buried in a voicemail pile.

Structured Clinical Summary for Faster Decision-Making

When the AI routes an urgent call to your provider, the provider receives a structured summary: member ID, reason for call, relevant screening information the AI gathered, and any other context captured during the call. Your provider starts informed, not from zero.

Members Get Faster Triage Without Waking the Doctor

Members with non-urgent questions (appointment, refill, lab results) get immediate AI assistance. If they need their provider, the AI explains what will happen next and when to expect contact. Members don't experience unanswered voicemail; they get immediate acknowledgment and a clear timeline.

Urgent calls escalated immediately

True emergencies route to your on-call provider within seconds

Routine calls queued for morning review

Appointments, refills, and questions logged with full context for your staff

Structured summary provided

Your provider receives member ID, call reason, and screening context before answering

Frequently asked questions

How does the AI determine if a call is urgent?

The AI listens for keywords and symptoms that signal acute need (chest pain, inability to breathe, severe bleeding, suicidal thoughts, etc.). The AI also asks brief screening questions (Are you in pain right now? How severe? Any difficulty breathing?) to gather context. If urgency is detected, the call routes immediately to your provider or emergency protocol.

What happens to routine calls during after-hours?

Routine calls are answered, the member's issue is documented in a structured summary, and the call is logged in your practice portal. Your team sees these calls first thing in the morning, prioritized by urgency and member profile. Members receive an immediate message: 'Your request is noted. We'll follow up by [time].' No voicemail dead ends.

Can your providers customize the urgency criteria?

Yes. During setup, your practice defines what triggers immediate escalation (keywords, symptom combinations, etc.) and what gets queued. You can adjust these rules based on your provider's preferences and your patient population.

Does the AI provide any clinical guidance to the member before routing to the provider?

No. The AI does not provide medical advice. The AI gathers information, asks screening questions, and routes appropriately. If a member describes an urgent symptom, the AI might say, 'I'm connecting you to our on-call provider right now,' or 'If this is a medical emergency, please call 911.' Actual clinical guidance comes from your provider.

How are follow-up calls managed after the provider responds to an urgent call?

If your provider addresses an urgent call and determines follow-up is needed (e.g., member should come in tomorrow), the AI can schedule that appointment and send confirmation to the member. Your provider doesn't have to make a callback — the AI handles it based on your provider's instructions.

What if a member becomes upset during the call and demands to speak to a human?

The AI recognizes escalated emotion and can immediately route to your staff or provider, depending on the situation. Your practice controls the escalation rules. Some practices route any member who requests a human; others have the AI attempt to resolve the issue first. You decide.