Questions clinic owners ask
Straight answers about fit, patient safety, how it works and what it costs.
Fit
We already have a receptionist. Why do we need this?
It doesn't replace her. It makes sure nothing slips while she's on the phone, with a patient, or off for the night. The AI answers first, and LeadLock makes sure a person on your team follows up.
We book appointments in our EHR. Does that change?
No. Keep booking where you book today. Patient Concierge handles everything before and around the booking: the inquiry, the reply, the follow-up and the reminders to come back. There's no EHR migration and no double entry of clinical records.
We tried a CRM before and nobody used it.
Patient Concierge is built for a busy front desk: six stages, open leads only, and alerts that come to your staff by text, email and in-app notification. It works even on days nobody opens the board.
Is this a marketing agency? Will it get us more leads?
No. It doesn't generate leads. It protects the ones you already get from ads, search, referrals, social and walk-ins, so fewer of them go cold.
We buy leads from an outside vendor. Can those come in too?
Yes, as custom work quoted after a call. Leads you paid for flow into your own account when the vendor stops working them, so you own every lead you bought.
Patients and compliance
Is texting patients HIPAA-safe?
Automated texts never contain health details and always open with your clinic's name. Your texting number is registered with the carriers, patients opt in and can opt out with one reply, and we sign a Business Associate Agreement (BAA) with every clinic before any patient data flows.
What does HIPAA-enabled mean?
Your account is HIPAA-enabled: encryption, enforced two-step login and audit logging, plus a signed BAA. HIPAA compliance also depends on how your clinic uses any system, so we set it up with safe defaults and train your team.
Won't patients dislike talking to a bot?
The AI assistant is upfront about being automated in its first message, replies in seconds, and hands anything clinical or personal to your staff. It never gives medical advice.
Can anything go out to patients without our approval?
No. No automated message goes live until your clinic approves its wording.
Will you use our clinic name or patient data in your marketing?
Never.
How it works
How does LeadLock work?
The moment a new lead lands, your front desk is alerted. If nobody answers, it alerts the front desk again at 30 minutes, adds the manager at 1 hour, and adds the owner at 2 hours. Everyone already alerted stays in the loop at each step. The clock runs during your office hours; after-hours leads get the AI reply right away and their clock starts when you open.
Which channels does it cover?
Your website form and chat, texts, email, Facebook, Instagram and TikTok messages, and your Google text button, all in one inbox. Social accounts are linked inside the platform by your team, using your own logins.
How long does setup take, and what do we have to do?
We build your account from a proven template, connect your channels, register your texting number, test every alert live and train your team. Your part is giving us information, approvals and logins promptly; carrier registration timing depends on the carriers.
Does it work for multiple locations?
Yes, on every tier. Each location gets its own routing, so its leads go to its own front desk, manager and owner, and owners see per-location and combined numbers. One or two locations can buy online; three or more, book a call.
Pricing and contracts
What else will I pay besides the subscription?
Usage (texts, calls, email and AI) is billed separately at our published usage rates, and sales tax is added. That's it.
Is there a long-term contract?
Monthly plans renew month to month and you can cancel before your next billing date. Annual prepay costs 10 times the monthly price (two months free). Setup fees are non-refundable once paid.
Can we upgrade later?
Yes. Upgrades take effect immediately; you pay the difference in setup fees and the subscription is prorated. Downgrades take effect at your next renewal.
Who owns our data?
You do. For 30 days after your subscription ends, you can request an export of your contacts and conversation history.