For the adult child or spouse who has become the family switchboard.
Reach your Care Continuity Partner, not your personal phone.
Today the pharmacy calls Mom. Cardiology leaves voicemails on Dad's landline. Insurance asks for a callback at 4:47p Tuesday. Home care texts your sister, who's in a meeting.
Averyn Concierge Line gives providers, pharmacies, hospitals, insurers, and vendors a dedicated phone, voicemail, supported SMS, and proxy email that routes to your Care Continuity Partner — so the refill questions, prior-auth callbacks, and discharge follow-ups stop landing on your personal phone during the workday.
What happens when your Care Continuity Partner gets the call
The Concierge Line is infrastructure — a way to reach your Care Continuity Partner without using your personal phone. The value is what they do with that inbound message.
Appointment reminders, reschedule requests, and intake questions handled directly with the office. Updated in the family calendar.
Pharmacy callbacks about a prior auth, an insurance question about a denial, a hospital follow-up about a discharge order — your Care Continuity Partner picks it up and runs it to closure.
Every inbound message is logged in the Averyn app with what was said, what's needed, and what's been done — visible to the family.
When a question genuinely needs your input — a decision, an authorization, a scheduling preference — your Care Continuity Partner loops you in with the full context, not a confusing forward.
When a request stalls — a fax that didn't go through, a portal message that wasn't read, a callback that didn't come — your Care Continuity Partner escalates inside the system instead of dropping it.
Your Care Continuity Partner becomes the routine point of contact, so administrative calls stop landing on your personal phone — or on the Supported Person.
✓ Always your assigned Care Continuity Partner — not a call center.
Concierge Line is not an answering service, IVR tree, or pooled call center. Every inbound call, voicemail, SMS, and email routes to the Care Continuity Partner who knows your family. They navigate the providers and vendors, coordinate the logistics, and advocate at your direction — while consulting your Record Vault, your household calendar, and the open items they're already helping you close. When your Partner is out, a named covering Partner with full case context steps in — never a stranger reading a script.
What gets routed through
Once Concierge Line is set up, your family can share these contact details with providers, pharmacies, and vendors as the preferred coordination path.
A dedicated phone number provider offices, pharmacies, hospitals, transportation services, and home care agencies can call. Voicemails captured 24/7 and reviewed during business hours.
SMS appointment reminders and short messages from offices and pharmacies that text. Captured and triaged by your Care Continuity Partner, not buried on the patient's phone.
An Averyn-routed email address used for portal-less providers, vendor confirmations, insurance correspondence, and any office that prefers email over phone. Sits inside the family's case in the Averyn app.
- Provider callbacks ("The doctor wants to discuss your labs.")
- Pharmacy refill or prior-auth questions
- Hospital discharge follow-ups
- Transportation confirmations and reschedules
- Home care, DME, and supply vendor logistics
- Insurance plan correspondence and admin notices
How it's set up
A short, named process — not a sales hand-wave. When you start a Continuity Plan that includes Concierge Line, three steps get you to a quiet personal phone.
We provision your line
Dedicated phone number, voicemail, supported SMS, and an Averyn-routed proxy email — all tied to your family's case in the Averyn app and routed to your assigned Care Continuity Partner's queue.
You pick who gets the number first
Your Care Continuity Partner works with you to identify which providers, pharmacies, and vendors should be switched over first — usually the offices that call most often. Nothing has to happen at once.
We update the rest, week by week
Pharmacy, vendors, secondary specialists, transportation, insurance — each gets migrated as your Care Continuity Partner touches them, so within a few weeks the Concierge Line is the routine path. The Supported Person's own phone keeps working alongside it for clinical or urgent calls if they want.
Response times and transcripts
During business hours (Mon–Fri, 8a–6p ET): calls are often answered live; voicemails are reviewed and returned promptly the same day.
After hours and weekends: voicemails are captured and returned the next business day. With family approval, urgent inbound voicemails can also be passed through to a designated family contact so nothing important sits overnight.
Voicemail transcripts are shared with the family right away — automated transcripts arrive in the family case as soon as the voicemail is received, before your Care Continuity Partner has even returned the call. The Care Continuity Partner's reply and any actions taken get logged alongside it.
Concierge Line is not a 24/7 emergency or clinical line. In an emergency, call 911.
Portability option
If you'd rather keep ownership of the number and inbox yourself, Averyn offers a Portable Concierge setup ($100 flat) — we configure a family-owned Gmail and Google Voice with the same routing, so the contact path travels with the family if the Continuity Plan ever ends. Pricing details →
What Concierge Line is — and what it is not
Concierge Line is
- A dedicated inbound path — phone, voicemail, supported SMS, proxy email — that routes to your assigned Care Continuity Partner.
- Configured and maintained by Averyn as part of your Continuity Plan.
- A way to keep routine provider, pharmacy, and vendor coordination off your personal phone.
Concierge Line is not
- An answering service, call center, or auto-attendant — calls route to your Care Continuity Partner's workflow.
- A 24/7 live-answering service — calls and voicemails received outside business hours (Mon–Fri, 8a–6p ET) are returned the next business day.
- An emergency or clinical line. Averyn does not provide medical advice, triage, or emergency response. Call 911 for emergencies.
- A patient communication channel — the Supported Person and family continue to talk with providers however they always have.
If your loved one is also enrolled in a care-management program
Medicare-reimbursed and value-based care-management programs — Chronic Care Management (CCM), Remote Patient Monitoring (RPM), GUIDE, Principal Illness Navigation (PIN), and similar — have coordinators who call regularly with check-ins, medication reviews, and recommended resources. Those coordinators usually need to reach someone in the household to confirm transport, follow up on an order, or check whether a recommended service actually got started. Today that means phone tag with the patient, the spouse, the daughter, and the aide.
With your permission, your Averyn Concierge Line can also serve those programs as a single non-urgent coordination contact for the household — the coordinator calls the same line, your Care Continuity Partner answers, and the request gets handled or scheduled. You stay in control of which programs are approved, and what information your Care Continuity Partner is authorized to share back.
- You authorize your Care Continuity Partner to be a non-urgent coordination contact for a specific care-management program
- Their coordinators reach the household through the same Concierge Line you already have
- Routine non-urgent requests get answered, scheduled, or routed; the family sees every interaction logged
- Your Care Continuity Partner sends status updates back only on what you have explicitly authorized
- The Supported Person can still talk to their care team directly, anytime
- Urgent clinical matters, consent-required communication, and anything the program requires direct patient contact for still goes straight to the patient
- Averyn does not document inside the program's clinical system, perform care-management services on the program's behalf, or generate billable time for the program
- The Concierge Line is still not a 24/7 line and not for emergencies
Curious how this fits with your existing program? How Averyn works alongside care management → · Take the 3-minute Burden Snapshot →
What Tuesday looks like once the line is live
The pharmacy still calls — but it calls your Care Continuity Partner. Cardiology still leaves voicemails — for the Partner to return. The insurance company gets a callback at 4:47p Tuesday — handled, not by you. By 5pm, the refill is filed, the family update is in the app, and your personal phone never buzzed.
Same providers. Same questions. Same Tuesday. Different default switchboard.
Also part of your Care Continuity Partner's work
Concierge Line is one of three connected features that give your Care Continuity Partner the tools to act on your family's behalf — before, during, and between provider interactions.
Captures the outside noise — providers, pharmacies, insurers, and vendors reach your Care Continuity Partner, not your personal phone.
Your Care Continuity Partner prepares for visits, attends by phone or video when scheduled, and turns the visit into action items.
A curated readiness packet — wallet card, fridge magnet, optional QR — built from the Vault and maintained by your Care Continuity Partner, ready for EMS, intake, or the next handoff.
Concierge Line captures the outside noise. Appointment Support carries context into and out of visits. Averyn Ready keeps the most important context ready for the next handoff.
Stop being the default switchboard.
Get your weekday afternoons back, get your personal phone quiet, and put a real contact path between the outside world and your family.
Concierge Line is included with Expanded, Dedicated, and Anchor Continuity Plans. A 15-minute intro call is the fastest way to see whether a plan that includes it makes sense for your household.
Administrative coordination and follow-through; not medical advice. Concierge Line is not an emergency line and not a 24/7 live-answering service.