Table of Contents
What Is Patient Concierge?
Patient concierge is like an extra set of hands for your phone lines - powered by safe, thoroughly tested AI voice agents. Our outbound agents handle patient outreach by guiding patients through a configured workflow, capturing the information your team needs and escalating anything that requires a human touch. Our inbound agents answer calls coming in to the pharmacy and guide the patient through a configured workflow in the same way.
Built-in disclosure, recording consent, and guardrails help keep patient communication compliant, consistent, and predictable—so staff can focus time where it matters most.
Please note: An Agent is an AI-powered voice agent. A Workflow is a specific use case for an agent, such as collecting refill information, coordinating delivery times, or booking appointments in MedMe.
How Patient Concierge Works
A Workflow is configured for the pharmacy, and the Agent guides each patient through it. Call details can then be reviewed in the MedMe dashboard.
Calls run in one of two directions:
Outbound. A list of patients is uploaded into the MedMe system and the calls are scheduled according to your pharmacy's needs. When the agent reaches a patient, it guides the patient through the configured workflow.
Inbound. The patient calls the pharmacy and reaches the Agent instead of a staff member.
For instance: A workflow may be configured to collect refill information, coordinate a delivery window, or help with appointment booking.
Where to Find More Information
How to manage outbound calls - importing a patient list, scheduling, retries, voicemails, and opt-outs.
How to navigate the dashboard - reviewing calls, transcripts, statuses, and attention reasons.
How to manage inbound calls - how patients reach an Agent and what happens on the call.
Appointment booking via voice agents - booking appointments and waitlist entries in MedMe over the phone.
Understanding Call Behaviour
The behaviours below apply to every Patient Concierge call, whatever the Workflow and whichever direction the call runs in.
Consent, Recording, and AI Disclosure
For each call, the Agent is configured to:
Disclose AI voice use
Disclose that the call is being recorded
Provide contact information for the organization
Obtain patient consent before continuing
Reminder: These steps are often required to support compliant patient communication and ensure patients are informed before continuing the call. Your configuration may look different depending on your own compliance requirements.
Clinical Questions
The Agent does not give medical advice, interpret symptoms, or comment on medications. If a patient asks a clinical question, the Agent notes the question, tells the patient it will be passed on, and continues with the Workflow. Depending on the Workflow, the call is either flagged for a pharmacist to follow up or the patient is transferred.
Transfers
If transfers are enabled for the Workflow, a patient can ask to be transferred to the pharmacy during the call.
Call Length Limits
All calls have a 15-minute time limit. When the maximum duration is reached, the call ends automatically.
Early Disconnects
A call may disconnect early for several reasons:
The patient hangs up immediately
The patient hangs up before all required information is collected
There is 1 minute of inactivity, after which the call disconnects
Transcription Errors
Agents are configured for a pharmacy's Workflow and may be optimized for common terminology used in that Workflow.
For instance: A delivery coordination Workflow may be set up to recognize a term such as "FedEx" more accurately.
If frequent transcription issues are noticed for a specific term, the pharmacy should report the issue to its account manager.