Concierge & DPC
Real-time triage for concierge members calling with urgent symptoms. AI receptionist asks key screening questions, assesses severity based on responses, and escalates critical cases to on-call coverage or emergency services without delay.
Members with chest pain, allergic reactions, or other emergencies reach on-call immediately. No IVR menus, no voicemail, no delays. This is why they pay for concierge membership.
When urgent calls are escalated, on-call receives structured information: member name, current medications, relevant history, and the presenting symptoms. They can decide quickly whether to advise home care, urgent care, or ER.
Many 'urgent' member calls can be managed with guidance. Triage prevents unnecessary ED referrals while protecting against missed emergencies. Members get the right level of care, not automatic escalation.
Non-urgent clinical calls—refill requests, follow-up questions, medication side effects—are logged for morning callback, so on-call isn't interrupted by routine work.
Screening-based triage
Urgent calls escalated to on-call based on symptom responses
Structured handoff
On-call receives member summary and clinical presentation
Summary documentation
Triage summary returned for staff review and chart filing
Chest pain, difficulty breathing, severe allergic reaction, altered mental status, loss of consciousness, severe bleeding, and signs of stroke are examples. Your practice can customize the red-flag list based on your patient population and on-call protocols.
AI receptionist triages the urgency based on screening questions. If it's a true emergency, on-call is notified immediately. If it's non-urgent, the member is told the clinician will call back within a specified time window (e.g., within 2 hours during business hours).
The system attempts to reach on-call; if unavailable after a set number of attempts or time window, urgent calls are routed to urgent care, nearest ER, or 911 depending on severity and your protocol.
The AI returns a structured triage summary with chief complaint, symptoms asked, severity assessment, and action taken (e.g., routed to on-call). Your staff reviews this summary and files it in the EMR for chart continuity.
No. AI receptionist asks screening questions and escalates based on responses. Clinical advice—whether to go to the ER, ice a sprain, or take medication—comes from the on-call clinician, not the AI.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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