Workflow
Concierge practices operate with small teams where the right call needs to reach the right person immediately. AI handles call triage so your care coordinator, clinical staff, and providers each receive appropriate calls without delay or misdirection.
The AI handles call classification and triage. Providers receive urgent calls only. Coordinators get their queue of callbacks. Everyone knows what they're receiving and why.
The AI recognizes members and routes them back to their regular coordinator when possible. Members don't have to re-explain themselves, and your coordinator maintains the relationship.
A member with acute symptoms calls. The AI identifies urgency, captures symptoms, and routes directly to a provider or on-call provider with instant notification. No delay, no filtering.
The AI handles call answering, routing, and callback scheduling. Coordinators receive organized callbacks and can batch-work them. This is way more efficient than fielding calls one at a time.
Urgent calls escalated
Medical emergencies identified and routed to providers instantly
Routine calls routed correctly
Scheduling, refills, and non-urgent requests reach the right coordinator
Callback queue prioritized
Urgent callbacks first, then by member tier, then by availability
Workload balanced
Callbacks distributed evenly across available coordinators
The AI listens to the member's reason for the call. Medical complaints (chest pain, shortness of breath, severe symptoms) go to a provider. Scheduling, medication refill requests, insurance questions, and routine follow-ups go to a coordinator. Complex or unclear cases can be escalated to a coordinator first for assessment.
Yes. During setup, we capture your coordinator names and areas of expertise. The AI recognizes returning members and checks whether their preferred coordinator is available. If yes, the member is routed to them. If no, they're queued for the next available coordinator with a note about the preferred assignee.
The AI offers the member a callback at a time that works for them. The request is queued and tagged by urgency and member tier. When a coordinator becomes available, they return the call. This is more efficient than making members wait on hold.
Yes. If your practice has a referral coordinator or clinical navigator, we can configure the AI to route referral and authorization questions to them. The member's request is captured on the call and delivered with full context.
Urgent calls can be transferred to a provider if available, or the AI can take a message and send an instant text alert. The provider can then call the member back or accept the transfer. Members can choose which option they prefer in the moment.
Core Workflow
Call routing and triage
Fundamentals of intelligent call routing applied to concierge team workflows and member relationships.
Practice Model
AI receptionist for concierge and DPC practices
Small boutique teams need tight coordination. Learn how AI supports concierge and DPC operations.
Operations
Front desk workload
Concierge practices benefit from reduced phone burden so coordinators can focus on relationship and care tasks.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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