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Concierge FAQ: Faith, the K-Card, Privacy, and Consent

This FAQ is written for concierge team use at Karias Health. It is designed to help team members quickly and confidently answer questions using consistent, compliant language about Faith (Karias' AI care companion) and the K-Card (a mobile contact card used for member access). The document covers how Faith works during clinical visits, consent and privacy requirements, HIPAA compliance, member access procedures, cost and quality guidance, and scripted responses for common member questions. Its scope includes both internal concierge guidance and verbatim scripts for member-facing conversations.

Concierge FAQ: Faith, the K-Card, Privacy, and Consent

Meta Description (SEO): A concierge team reference guide explaining Faith, Karias' AI care companion, including how it works with the K-Card, privacy and consent protocols, HIPAA compliance, member access procedures, and scripted responses for common member questions.

Document Summary

This FAQ is written for concierge team use at Karias Health. It is designed to help team members quickly and confidently answer questions using consistent, compliant language about Faith (Karias' AI care companion) and the K-Card (a mobile contact card used for member access). The document covers how Faith works during clinical visits, consent and privacy requirements, HIPAA compliance, member access procedures, cost and quality guidance, and scripted responses for common member questions. Its scope includes both internal concierge guidance and verbatim scripts for member-facing conversations.

Table of Contents

  1. What is Faith?
  2. What does Faith actually do during a visit?
  3. Does Faith replace my provider?
  4. When does Faith listen?
  5. What does the member use to access Faith?
  6. What is the K-Card?
  7. How does the member check in with their K-Card at an appointment?
  8. What if the provider asks about consent or recording?
  9. How do privacy and security work with Faith?
  10. Is any data shared outside of Karias?
  11. What states require patient consent for recording?
  12. How can the member review their Faith summary?
  13. What if a member wants help understanding their Faith summary or next steps?
  14. Does Faith work alone or with humans?
  15. How does Faith help reduce healthcare costs?
  16. What quality and cost information do members see when searching for care?
  17. Who can members contact if they need help?
  18. Scripted Responses
  19. Call Closing

1. What is Faith?

Faith is Karias' AI care companion. With the member's consent, Faith listens during a clinical visit, uses the provider's own words, and creates a clear summary with next steps. It helps members understand what was said, what matters, and what to do next. Faith guides members toward high-quality, lower-cost options and works alongside the concierge whenever the member needs human support.

2. What does Faith actually do during a visit?

Faith:

  • Listens only after the member turns it on and the provider agrees.
  • Summarizes the provider's instructions in simple language.
  • Highlights referrals, prescriptions, follow-up recommendations, and next steps.
  • Places the summary directly in the member's Karias account for easy access.

3. Does Faith replace my provider?

No. Faith does not diagnose, treat, or provide medical advice. It only listens, organizes, and helps the member follow the plan their clinician outlines.

4. When does Faith listen?

Faith only listens when:

  • The member turns it on, and
  • The provider gives verbal consent.

It never listens automatically.

5. What does the member use to access Faith?

Members access Faith through their K-Card, which lives in their phone's contacts. After checking in at an appointment using the K-Card, the member receives a secure text inviting them to start Faith.

6. What is the K-Card?

The K-Card is a mobile contact card saved in the member's phone. It provides:

  • Digital ID details
  • In-network provider search
  • Appointment scheduling
  • Virtual care
  • Pharmacy support
  • Direct pathways to activate Faith and reach concierge support

7. How does the member check in with their K-Card at an appointment?

Members:

  • Open the K-Card in their phone contacts by searching "Karias."
  • Tap "Appointment Check In" to submit details.
  • Show the digital ID or K-Card notes to the office for network verification.

8. What if the provider asks about consent or recording?

Members can use this simple script:

"Is it okay if my AI care companion listens during the visit? It helps me keep a clear record of what you share, so I don't miss anything. I'll show you the summary at the end so we can make sure it looks right."

9. How do privacy and security work with Faith?

  • Faith is HIPAA compliant.
  • Faith only listens when started by the member with provider agreement.
  • Audio from the visit is encrypted.
  • Recordings are never used to train the model.
  • Improvements to Faith come only from secure plan data already tied to the member, not from appointment audio.
  • Visit information stays between the member, their provider, and their summary.

10. Is any data shared outside of Karias?

No. Faith uses member-specific plan data within Karias. Data is never shared, and recordings are not used to train external models.

11. What states require patient consent for recording?

While the files reviewed do not list specific state-by-state consent laws, the correct guidance for concierge teams is:

  • Always instruct members to ask their provider before starting Faith, regardless of state law.
  • Verbal consent is required in every case before Faith can begin recording.
  • This ensures compliance across both one-party and all-party consent states even though the documents do not specify them.

Concierge note: You can remind members that Faith will not activate unless consent is confirmed.

12. How can the member review their Faith summary?

Members can view their Faith summaries anytime by logging into their Karias account. They may also share the summary with someone helping them manage their care.

13. What if a member wants help understanding their Faith summary or next steps?

Encourage them to reach out to the concierge team. We can help interpret next steps, navigate referrals, compare providers, or resolve billing questions.

14. Does Faith work alone or with humans?

Faith works alongside the concierge team. Members can move seamlessly from AI-guided next steps to human support when empathy or judgment is needed.

15. How does Faith help reduce healthcare costs?

Faith guides members toward high-quality, lower-cost providers, helps them follow recommended care, and supports better decisions in the moment. Early guidance helps avoid unnecessary spending and improves outcomes.

16. What quality and cost information do members see when searching for care?

Quality ratings come from publicly available medical and clinical data.

Cost indicators use public price data and group providers into low, medium, and high cost for each service.

17. Who can members contact if they need help?

Karias Care Concierge

18. Scripted Responses

If the member asks: "What is Faith?"

"Faith is your AI care companion from Karias. With appropriate consent, Faith can listen during a visit and create a clear summary using your provider's own words. It helps you understand what was said, what matters, and what to do next. You can always bring us in if you want human support."

If the member asks: "What does Faith actually do?"

"During a visit, Faith can:

  • Listen only when you turn it on and appropriate consent is given
  • Summarize instructions in plain language
  • Call out referrals, prescriptions, and follow-up steps
  • Provide options for high-quality, low-cost care
  • Save everything in your Karias account so you can review it later

It is there to help you follow the plan your provider outlines."

If the member asks: "Does Faith replace my doctor?"

"No. Faith does not diagnose, treat, or give medical advice. It listens, organizes, and helps you keep track of what your clinician recommends."

If the member asks: "When does Faith listen?"

"Faith only listens when two things happen:

  • You turn it on, and
  • Appropriate consent is given.

Recording consent laws vary by state. To keep things simple and respectful, ask your provider's permission before recording, no matter where you live.

It never listens automatically."

If the member asks: "How do I access Faith?"

"You access Faith through your K-Card, which is saved in your phone contacts. After you check in for an appointment using the K-Card, you'll receive a secure text inviting you to start Faith."

If the member asks: "What is the K-Card?"

"The K-Card is a contact card saved in your phone. It gives you:

  • Your digital ID
  • In-network provider search
  • Appointment scheduling
  • Virtual care
  • Pharmacy support
  • A direct way to use Faith or reach the concierge team

No app needed."

If the member asks: "How do I check in with the K-Card?"

"You open your phone contacts, search 'Karias,' and tap 'Appointment Check In.' You can show the digital ID or notes to the office if they need to verify your network."

If the member says: "My provider asked about consent or recording."

"You can say: 'Is it okay if my AI care companion listens during the visit? It helps me keep a clear record of what you share, so I don't miss anything. I'll show you the summary at the end so we can make sure it looks right.'"

If the member asks about privacy or security

"Faith is built with HIPAA in mind. It only listens when you start it and your provider agrees. Audio is encrypted, and recordings are never used to train the model. Your visit information stays between you, your provider, and your summary."

If the member asks: "Is any data shared outside Karias?"

"No. Data stays within Karias, and recordings are not shared or used to train external models."

If the member asks about state consent laws

"The guidance is simple and consistent everywhere: always ask your provider before starting Faith. Faith will not activate unless consent is confirmed."

If the member asks: "Where do I see my Faith summary?"

"You can review your summaries anytime by logging into your Karias account. You can also share them with someone helping you manage your care."

If the member says: "I don't understand my summary or next steps."

"That's exactly what we're here for. We can walk through next steps, help with referrals, compare providers, or support billing questions."

If the member asks: "Does Faith work alone or with people?"

"Faith works alongside our human concierge team. You can move from AI-guided help to a human whenever you want."

If the member asks: "How does Faith help with costs?"

"Faith helps guide you toward high-quality, lower-cost providers and supports better decisions early, when it matters most."

19. Call Closing

"If anything comes up, you can always call or text us at 1-888-832-0354, Monday through Friday, 8 a.m. to 6 p.m. Eastern. We're here to help."