Concierge & DPC

Capture renewal opportunities and member satisfaction signals before they leave

Concierge practices depend on annual renewals. An AI receptionist flags renewal calls, captures interest in coverage changes or add-ons, and ensures your concierge team has full context to close renewals and prevent churn.

Member renewal and coverage-change calls identified and prioritized in real-time
AI asks about satisfaction, service gaps, and interest in add-on services (specialist access, enhanced diagnostics, concierge travel)
Renewal intentions and objections captured as structured summary for your concierge team
Upgrade and add-on opportunities logged (e.g., member wants expanded lab access, family coverage, preventive packages)
Member tenure, last visit, and prior service requests contextualized for personalized renewal pitch
Renewal reminders triggered automatically as anniversary dates approach

How it pays back

Renewals Don't Fall Through the Cracks

A member calling to renew, change coverage, or ask about add-on services reaches your team immediately. No voicemail, no delay. The AI captures their interest, confirms their details, and schedules a renewal conversation with your concierge team.

Your Team Hears Satisfaction and Churn Signals

The AI listens for satisfaction cues ('I love my provider,' 'I rarely use concierge') and captures renewal barriers ('Too expensive,' 'Need better specialist access'). Your team enters renewal calls informed and can address concerns head-on.

Upsell Opportunities Captured

When a member mentions a gap in service during renewal ('I wish we had travel medicine'), the AI flags it. Your team can propose an add-on or upgraded tier instead of risking renewal loss.

Renewal Conversations Feel Personal

Your concierge team enters the renewal discussion with full member context: tenure, service history, prior questions, and articulated concerns. Conversations feel like continuity, not a sales call.

Renewal calls captured

No member renewal call goes to voicemail or is missed

Satisfaction signals logged

Churn risk and loyalty indicators surfaced for your team

Upsell opportunities identified

Stated service gaps and upgrade interests documented and prioritized

Member context provided

Tenure, visit history, and prior requests available to renewal team

Frequently asked questions

How does the AI identify a renewal call vs. a routine scheduling call?

The AI asks early: 'Are you calling about your current membership, a new appointment, or a question about renewal or coverage changes?' Based on the answer, the call is routed and questions are tailored. Renewal calls are flagged as high-priority.

What questions does the AI ask during a renewal call?

The AI confirms current coverage details, asks about satisfaction with access and services, inquires about interest in add-ons or family coverage, and captures any concerns or barriers to renewal. All answers are summarized for your concierge team to review.

Can the AI present renewal pricing or upgrade options?

The AI can share standard pricing tiers and add-on costs if you've configured them. More complex negotiations or custom tier discussions are handed to your concierge team with the member's stated interests and concerns.

How do you avoid sounding like a hard sell?

The AI uses consultative language: 'What services have been most valuable?' 'Are there any gaps we could address?' The tone is exploratory, not transactional. Your concierge team closes the renewal conversation.

Can the AI send renewal reminders before the call?

Yes. You can configure the system to send renewal reminders (email or text) 30 or 60 days before a member's anniversary. The reminder can invite them to call and renew, or offer a callback from your team.