Concierge & DPC

When a hospital, specialist or pharmacy calls about your member, capture the callback details and route to the right clinician, without breaking your member call flow.

Concierge practices coordinate care across specialists, hospitals and pharmacies. When those clinicians call in, they need a faster path than your member intake script. MedReception separates professional calls into their own workflow, captures the caller's direct line and callback window, and routes by your rules so your physicians return calls efficiently.

By MedReception AI, physician-built by Paul Toomey, MDPublished Nov 2, 2026

Separate intake path for professional callers (hospitalists, emergency physicians, pharmacists, home health, consultants) keeps them out of your member script queue
Captures caller role, direct extension, unit or pager number, and the specific time window they can be reached, not just a switchboard number
Routes by your protocol: urgent admissions or emergencies reach the physician immediately; routine callbacks go to the queue you set
Pharmacy calls are clarified on the intake (medication name, specific question, prescriber) so your clinician has context before returning the call
Structured callback summary is EMR-pasteable, so your staff logs the call and your physician sees the full context without re-entering data

How it pays back

Eliminate Missed Professional Callbacks

Your practice promises coordination to members, specialists and hospitals. When those clinicians call in, a missed callback breaks the care chain and frustrates the referring provider. MedReception answers every call, captures the callback details and routes to your physician by your rules. No voicemail tag, no lost extension number, no guessing when they can be reached.

Faster Routing, Clearer Context

Professional callers are not members. They do not need to be enrolled, do not answer a member intake script, and do not wait in a member queue. MedReception routes them on a separate protocol you set. Your physicians see the caller's role, the member they are calling about, and the direct callback number before the call lands on their desk.

Pharmacy and Specialist Coordination Without Back-and-Forth

When a pharmacist calls with a refill question or a specialist needs to discuss a patient's imaging, MedReception captures the specific medication or clinical question during the intake. Your prescriber or clinician has the context immediately and can resolve the call faster. No game of phone tag, no repeated explanations.

Professional calls routed separately

Clinician-to-clinician intake path keeps specialist, hospital and pharmacy calls out of member queues

Callback details captured on every call

Direct extension, pager, unit, and time window recorded so your physician can reach the caller without a switchboard

Escalation by your protocol

Urgent admissions or emergencies reach the physician immediately; routine callbacks go to the queue you nominate

EMR-pasteable summaries

Caller role, member name, medication or clinical question, and callback window structured for your chart

Frequently asked questions

How does MedReception know to route a professional call differently than a member call?

During intake, MedReception asks whether the caller is a member, a healthcare provider (hospital, specialist, pharmacy, home health), or another caller type. Based on that answer, it follows the separate workflow and questions your practice configured for professional calls. This keeps clinician-to-clinician communication on a faster path than your member intake script.

What information does MedReception capture on a professional call?

MedReception captures the caller's name and role (emergency physician, hospitalist, pharmacist, home health nurse, consultant), the member they are calling about, the specific question or reason for the call, a direct extension or pager number, and the time window in which they can be reached. For pharmacy calls, it also captures the medication name and the specific question.

Can we set different routing rules for urgent professional calls versus routine ones?

Yes. Your practice sets the protocol. For example, you can route calls about a member who is currently admitted or presenting to the physician immediately, while routing routine specialist or pharmacy callbacks to a queue that your staff manages. MedReception escalates based on the rules you write.

Does this work with our EMR?

MedReception integrates with athenahealth, eClinicalWorks, Elation, Cerbo, Hint, Tebra, ModMed, Practice Fusion, Jane, Office Ally, SimplePractice, TherapyNotes, Accuro, pMD, PS Suite and Nextech. The structured callback summary is EMR-pasteable regardless of your system. Custom integration available: want MedReception integrated with your EHR? We build custom EHR integrations; book a demo and we will scope yours.

What happens if the professional caller is calling about a member not in our system?

MedReception captures the caller's information and the member details they provide. Your staff can then look up the member in your EMR or create a new record if needed. The structured summary is ready for your physician to review.