Concierge & DPC Calls
DPC practices that dispense on site take refill calls no pharmacy sees. Capture the request, apply your renewal rules, and route what needs a prescriber.
Practices that dispense at cost take the pharmacy out of the loop, which is a genuine member benefit and a genuine load on the front desk. There is no e-prescribing round trip absorbing the request, so every renewal arrives as a call to you. Structured capture on the first call is what stops it becoming a second one.
Your clinicians decide which medications require a recent visit, current labs, or a prescriber's eyes before anything is dispensed. The system states what is outstanding and routes accordingly. It never determines that a refill is clinically appropriate and never tells a member one has been approved or filled.
These requests route to the person you name, with no timeline committed on the call, and are flagged so they do not sit in a general refill list. Physician dispensing of controlled substances carries its own state and federal registration requirements, and the workflow assumes nothing about whether your practice holds them.
A member calling from another state about a medication needs a different path than one collecting at your front desk. The system captures their location and the outside pharmacy details your prescriber will need, instead of routing them into a dispensary workflow that cannot reach them.
24/7 coverage
Friday-evening "I have two doses left" calls are answered rather than left on voicemail
Unlimited concurrent calls
A renewal request never queues behind an enrolment enquiry on the same number
HIPAA BAA included
Medication, dispensing and identifier data encrypted with AES-256 at rest and TLS in transit
No. It makes no clinical determination and never tells a member a refill has been approved, filled or is ready. It gathers the request, states the administrative conditions your practice has written down, such as an outstanding visit or lab, and routes it to whoever decides.
Only where your dispensing or inventory record is connected and you have authorised that read-back. Otherwise it captures the question and routes it, because a member driving to your office for a medication that is not on the shelf costs more than a callback would have.
They route to the prescriber or staff member your protocol names, with nothing committed on the call. Schedule II prescriptions cannot be refilled and require a new prescription, so any workflow treating them as ordinary renewals is wrong by construction. Direct dispensing of controlled substances is separately regulated at state level, and the system does not assume your practice does it.
It captures whatever they can give, including the condition treated, a physical description, and when they last collected it, then flags the request as needing the medication list checked. It does not guess at a drug name and does not read a medication list back as confirmation.
Yes, and that path should exist. It captures pharmacy name and location and routes to your prescriber the same way. A member is never obliged to use a practice dispensary, and asking them to is not a reason to lose the request.
In your refill or dispensing queue, an EMR task, or a structured summary for staff. Delivery is available through API or FHIR for supported systems and through secure workflow automation elsewhere, with custom integration available where no interface exists.
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Results Callback Calls for Concierge and DPC Practices
The lab that has to be current before a renewal, and the call the member makes when they read it first.
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When Another Clinician Calls About Your Member
The pharmacy calling back with a clarification, and every other professional call about your member.
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Member Communication and Follow-Up for Concierge Practices
Proactive medication and preventive-care outreach that reduces how many renewals arrive as surprises.
Pillar guide
AI Receptionist for Concierge and DPC Practices
The full membership-practice phone layer: access, enrolment, member calls, after-hours and escalation.
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Family and employer memberships put third parties on the phone.
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Membership practices order labs, imaging and specialist care they do not bill. Capture referral and prior authorization calls off the front desk.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
