Concierge & DPC

Get urgent calls to your on-call physician instantly, handle routine calls completely

Concierge members trust they can reach care when they need it. An AI receptionist triages after-hours calls by urgency, routes critical issues to your on-call physician within seconds, and resolves routine questions without waking the physician. Members feel heard; physicians sleep better.

AI recognizes red-flag symptoms (chest pain, severe allergic reactions, acute breathing difficulty) and escalates instantly to on-call physician
Routine calls (refills, appointment requests, symptom questions without urgency cues) are answered completely by the AI without physician interruption
Caller context (member history, current medications, recent visits) is delivered to the physician in real-time, speeding clinical decision-making
Your on-call physician receives fewer but higher-quality interruptions, reducing burnout and improving response time to truly urgent calls
Members perceive faster response to emergencies because the AI triages within seconds rather than minutes of voicemail delay
Complete call records allow your practice to audit triage accuracy and refine protocols over time

How it pays back

Your on-call physician is only interrupted for genuine emergencies

The AI filters routine calls so your physician receives only high-acuity cases. The result: physicians are more engaged when they do get called, patients with true emergencies get faster attention, and everyone sleeps better.

Red-flag symptoms trigger instant escalation

The AI is trained to recognize critical symptoms and urgency language. A member reporting chest pain, difficulty breathing, or signs of stroke is routed to your on-call physician within seconds. The AI never second-guesses medical emergencies; it escalates immediately.

Routine calls are resolved in seconds, not hours

A member asking about a medication refill, wondering if they need to come in, or checking your hours gets an instant answer from the AI. They don't have to leave a voicemail, wait for a callback, and risk making worse decisions in the interim. Routine issues are solved at the moment they call.

Physician has complete context before picking up the phone

The AI has already confirmed the caller's identity, reviewed their recent visits, noted their current medications, and captured their exact symptoms. When your physician answers, they know exactly what they're dealing with. Clinical decision-making is faster and safer.

Members are confident in your 24/7 availability

When a concierge member calls after hours and reaches a live assistant—not a voicemail queue—they trust that urgent issues will reach a physician fast. That confidence is a key retention driver. Members renew because they feel safe knowing help is genuinely available when they need it.

Red-flag symptoms escalated instantly

Critical calls reach on-call physician within seconds

Routine calls resolved by AI

Refills, appointments, general questions answered without physician involvement

Complete caller context delivered

Physician receives member history, medications, and detailed symptom summary on screen

Physician interruptions minimized

Only high-acuity calls wake the on-call provider

HIPAA-compliant triage

All member data protected during AI assessment and escalation

Frequently asked questions

How does the AI know what's urgent versus routine if members don't always describe symptoms clearly?

The AI is trained to ask clarifying questions and recognize urgency cues: severity language ('worst pain ever,' 'can't catch my breath'), onset (sudden vs. gradual), and associated symptoms. When in doubt, the AI errs on the side of escalation. A few false alarms are better than missing a true emergency.

What if a routine call sounds urgent but isn't?

The AI may escalate a call that turns out to be low-acuity, but your on-call physician quickly assesses and confirms. The cost of a few quick physician checks is far outweighed by the benefit of never missing a real emergency. Your physician can also refine the AI's triage protocols over time based on what they see.

Can members request to speak to a physician even if the AI determines they don't need one?

Yes. If a member insists on physician contact, the AI can escalate at the member's request. The goal is to triage appropriately while respecting member autonomy. Most members accept the AI's recommendations when they understand the reasoning.

How does the AI integrate with your on-call provider system?

The AI can be configured to call or text your on-call physician when an urgent issue is detected, or route the caller to the physician directly. Your on-call provider receives a complete summary of the member and situation before they engage. Integration specifics depend on your practice's on-call infrastructure.

What about liability—does the AI's triage decision create legal risk?

The AI is a tool that augments your physician's judgment, not a replacement. Your physician remains responsible for clinical decisions. The AI documents all calls and triage criteria, creating a clear record of how decisions were made. HIPAA-compliant audit trails support your liability posture.