Your patient-facing AI helper, on 24/7.
Patients want answers, not phone trees. Concierge handles bookings, refills, hours, eligibility, and service questions in plain English, French, Punjabi, Mandarin, or Arabic — on phone, SMS, or web. Hands the hard ones to your team with the full conversation context attached.
Five jobs your front desk shouldn’t be doing.
Concierge is built for the questions that come in 200 times a day and have boring, knowable answers. It frees your tech team to actually fill prescriptions and counsel patients.
- Booking — flu shot, COVID, RSV, travel, minor ailments, medication review — offered in slots that match the pharmacist’s schedule
- Reschedules & cancellations — with automatic waitlist promotion when a slot opens
- Refill requests — checks Rx history via Admin Clerk, queues the refill in your Rx system, tells the patient when it’ll be ready
- Hours & services — statutory holidays, location-specific, accurate even on Saturday at 9 PM
- Eligibility & pricing — tells patients up front if a service is covered (BC PharmaCare, OHIP+, etc.) before they show up
Five languages, fully fluent — not Google-translated.
Trained on Canadian pharmacy interactions in each language. Switches mid-conversation if the patient does. Hands off to a human for any language we don’t cover.
English
Canadian English. Knows poutine and statutory holidays. Knows OHIP+ and PharmaCare.
Français
Québec French. Trained on RAMQ-covered services and Quebec pharmacist scope of practice.
ਪੰਜਾਬੀ
Gurmukhi script. Vital for BC and ON Punjabi-speaking communities; pharmacy-tuned vocabulary.
中文
Simplified Mandarin. Greater Toronto, Vancouver, Calgary patient demographics covered.
العربية
MSA + Levantine. Trained on common pharmacy interaction patterns in CA Arabic-speaking communities.
Add a language
Banner customers can request language packs (Tagalog, Vietnamese, Spanish on roadmap).
Wherever your patients already are. Same brain. Same context.
Phone
Picks up on ring 1, in your pharmacy’s voice. Bilingual greeting. Hands off to a tech for anything outside scope.
Text message
From your existing landline. Most-used channel for refill requests — 4× SMS volume vs phone.
Website chat
Drop a one-line embed onto your site. Branded with your colours and logo. Conversation history persists.
Tablet kiosk
Optional in-store touchscreen for waiting-room bookings & intake. Kid-and-grandparent-friendly.
Concierge knows when to stop and call you in.
Concierge is configured at the boundary of clinical scope. The moment a patient asks something it shouldn’t answer alone, it warm-transfers to a pharmacist or tech with the full transcript and patient ID attached.
Symptom triage
If the patient describes red-flag symptoms, Concierge stops and connects them to a pharmacist immediately — or 911, depending on severity.
Drug-info questions
Anything that touches dose, interaction, or therapy is routed to a pharmacist. No exceptions, no override.
Soft hand-offs
Anything outside the pre-approved playbook (insurance escalations, complaints) is routed to a human with full chat history.
“We’d been losing booking inquiries on Saturday afternoons for years — calls would just hang up after eight rings. Concierge picks up every time, in three of the four languages our patients actually speak. Our flu-shot bookings on Sat–Sun went up 2.4× vs the static contact form we had before.”
Stop missing bookings on Saturday at 9 PM.
30-minute demo with our team. We’ll show Concierge handling real call traffic on a sandbox phone number.