Summary:

Concierge practices rely on premium service. Novoflow can recognize incoming Caller IDs associated with VIP members and route them to a specialized "Concierge Persona"—offering priority scheduling, direct transfers to providers, or personalized greetings.

Direct Answer:

Setting up a VIP line involves:

• Caller ID Matching: Checking the incoming number against a VIP client list in the CRM/EHR.
• Priority Routing: Skipping the standard queue or menu options.
• Personalized Context: The AI greeting the patient by name ("Hello Mr. bond, are you calling about your recent lab work?").
• Fallback Handling: Ensuring VIP calls are never sent to voicemail, but rather to an on-call provider if the AI cannot help.

Takeaway:

AI personalization reinforces the value of concierge membership by treating every call as a priority interaction.