Concierge & DPC

Concierge practices with 2–3 staff members on phones all day are one call surge away from burnout. AI absorbs the load.

Small concierge teams field hundreds of calls weekly from members who expect immediate answers. Phone duty becomes the job instead of supporting care. AI handles routine calls so your team can focus on member coordination.

Handles routine calls—appointments, refills, test results, clarifications—without staff intervention
Routes complex calls to your team with complete call notes and member context captured
Eliminates back-and-forth voicemail, message-taking, and callback scheduling
Answers calls during lunch, meetings, and staff transitions so no member waits or leaves voicemail
Provides 24/7 coverage evenings and weekends without requiring staff to be on-call for routine calls
Tracks which calls your team is handling so you can identify training opportunities and burnout triggers

How it pays back

Your team stops answering the same 10 questions every hour

Appointment confirmations, refill requests, test result questions, 'Can I move my appointment?', and 'Is my provider available Friday?' — these calls repeat constantly. AI handles them in seconds. Your team is freed for calls that actually need clinical or care-coordination judgment.

Staff retention improves because phones don't dominate the day

Burnout in small practices comes from being stuck on the phone gatekeeping instead of doing the work that attracted them to concierge. When AI handles the volume, your staff spends their day on coordination, follow-up, and member relationships — the work they chose.

Meetings and breaks actually happen

With a 3-person team, someone has to cover phones constantly. People skip lunch or meetings because they can't leave the desk. AI answers calls while the whole team is in a staff meeting or someone is taking a real break. That changes the culture.

You don't need to hire more front-desk staff to handle growth

As your membership grows, phone volume grows. You don't hire another receptionist; AI absorbs the additional calls. Your existing team stays focused on the members they know and care about, not on training new staff to answer phones.

Routine calls handled by AI

Appointments, refills, test results, and clarifications answered immediately without staff intervention

Call notes provided

Structured call summary ready for your team to review and act on

No voicemail backlog

Every call answered immediately, so staff doesn't inherit a voicemail queue

Frequently asked questions

If AI handles most routine calls, what does that mean for our team's job?

Your team shifts from phone gatekeeping to member care. They handle the calls that need clinical judgment, care coordination, or complex problem-solving. They follow up on messages AI flags, they manage referrals, they handle difficult conversations. The job becomes more skilled and more satisfying.

What happens if a member prefers to talk to a staff member?

AI can transfer calls directly to your team or offer scheduling a callback. Your team handles those calls. But most members prefer the instant answer and resolution that AI provides, especially for routine requests.

How do we train staff on what calls to take over from AI?

You configure which call types AI handles and which it routes. Typically: AI books appointments, AI routes members to on-call providers, AI answers refill requests (after clinical review), but AI routes clinical questions to your team immediately. You decide the boundary.

Does this mean we can reduce staffing levels?

Not immediately. First, use AI to reduce burnout and improve staff satisfaction. You'll retain better people and have better workflows. Then, as you grow membership without adding phone volume burden, you have more flexibility with hiring decisions.

What if our team is skeptical about AI?

The best way to overcome skepticism is to try it. Most receptionists love AI when they see it eliminate voicemail and message-taking. The work becomes less repetitive, more connected to member care, and less stressful. Buy-in usually follows relief.