Concierge & DPC

Route urgent member calls to on-call providers immediately while handling routine requests with your team

Concierge members expect urgent calls to reach someone, not voicemail. AI assesses urgency in real-time and routes appropriately — critical calls to on-call providers, routine requests to your team.

Listens to the member's concern and assesses urgency on the call, not after-the-fact
Routes critical calls immediately to on-call provider or nurse line without delay
Routes routine calls to your team with complete context captured in structured format
Handles after-hours triage so on-call providers don't field every after-hours call
Logs all urgent calls with reason code and routing decision for compliance and quality review
Works around your on-call rotation schedule so urgent calls always reach the right provider

How it pays back

Urgent calls reach a clinician in minutes, not hours

When a member calls with chest pain or a medication concern after-hours, AI immediately assesses urgency and routes the call to the on-call provider or nurse line. The member doesn't wait in a voicemail loop; the call reaches someone qualified to help.

On-call providers don't get distracted by non-urgent calls

After-hours members sometimes call about routine refills or scheduling. AI handles the triage so the on-call provider only receives genuinely urgent calls. When your on-call doc's phone rings at 11 PM, it's because someone needs clinical help right now.

Your daytime team sees the full context before calling the member back

If a member calls with a question that needs clinical judgment, AI captures the full story — symptoms, medications, timeline — and returns it as a structured summary for your team to review and act on. Your team can call the member back prepared, not guessing.

Urgent triage doesn't require human gatekeeping after-hours

You don't need a night nurse or answering service to decide what's urgent. AI is trained on common urgent scenarios and routes appropriately. Your on-call provider or nurse line takes it from there.

Urgent calls routed immediately

Critical issues reach on-call provider or nurse line without delay

Triage reason captured

Every call logged with urgency code and routing decision for review

Routine calls handled separately

Non-urgent requests don't interrupt on-call provider

Frequently asked questions

How does the AI know what's urgent?

You define urgency criteria with your medical team. Symptoms like chest pain, difficulty breathing, severe bleeding, or allergic reaction are flagged as critical. Medication questions, follow-up concerns, and routine issues are routed differently. AI is trained on your protocols.

What if a member thinks they're urgent but they're not?

AI still routes appropriately based on the information the member provides. If a member calls saying 'I think I'm having a heart attack,' that's routed as urgent even if it turns out to be anxiety. Better to route high than to miss something; your clinician makes the final call.

Can AI reach multiple on-call providers if the first one doesn't answer?

Yes. You configure a routing chain — primary on-call provider, backup, then nurse line or urgent care. AI cycles through until someone answers. The member waits, but the call is actively being routed, not abandoned to voicemail.

What happens to routine calls that come in after-hours?

AI can offer scheduling for a callback with the member's primary coordinator during business hours, or route to a general voicemail with clear instructions. Either way, the member knows what to expect and when they'll hear back.

How does this integrate with our on-call rotation?

You configure your on-call schedule in the practice management system or provide it directly to the AI vendor. AI pulls the current on-call provider's number and routes accordingly. When the rotation changes, AI uses the new number automatically.