Concierge

Answer family and caregiver calls during lunch and peak hours without pulling your clinical team away from members

Concierge practices field calls from adult children, spouses, and authorized caregivers during business hours. MedReception AI answers these calls instantly, verifies the caller against your authorization rules, captures their request, and routes to the right team member or provider. Your staff stays focused on member care while every family caller gets a response, not voicemail.

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

Answers family and caregiver calls instantly during lunch, peak hours, or when your front desk is at capacity
Verifies each caller against the specific authorization you have on file for that member, not a blanket family rule
Captures the relationship claimed, the request or clinical question, and the member's consent status, then routes to your designated staff
Distinguishes between account holders (who may be paying) and authorized callers (who may receive clinical information), keeping your authorization rules intact
Routes non-clinical calls (billing, membership questions, scheduling) to administrative staff; escalates clinical requests to the appropriate provider or nurse
Leaves a complete call record: who called, relationship verified, what was discussed, and what information was or was not disclosed

How it pays back

No More Missed Family Calls

Adult children, spouses, and caregivers calling about a member's care, medication, or appointment get through immediately. Your staff no longer has to return calls or manage voicemail backlogs from people trying to help their loved one.

Authorization Stays Clear and Auditable

Every call is verified against the specific authorization rules you set for that member. The AI captures who called, what relationship they stated, and what information was shared. Your compliance record is automatic and complete.

Your Team Stays in the Room with Members

Front desk and clinical staff are not pulled away to field family questions during appointments or peak hours. MedReception AI handles the intake and routing; your team handles the care.

Flexible Routing for Your Workflow

You define where each call type goes: billing and membership questions to your administrative team, clinical requests to the provider or nurse line, urgent concerns to on-call staff. MedReception AI follows your rules every time.

Every family call answered

No voicemail, no missed caregiver requests, daytime or night

Authorization verified per call

Each caller matched against the specific rules you set for that member

Call record complete and auditable

Caller identity, relationship, clinical question, and disclosure decision captured and stored

Named EMR integrations

Member authorization and routing rules flow from your practice management system

Frequently asked questions

What if a caller claims to be a family member but we have no authorization on file?

MedReception AI captures the caller's name, stated relationship, and request, then routes the call to your staff with a note that authorization is not verified. Your team can confirm the relationship, check the member's wishes, and decide what to share. The AI does not guess or disclose clinical information without authorization.

Can the AI handle calls from caregivers about medication refills or appointment changes?

Yes. If the member has authorized that caregiver for clinical questions, the AI can run your symptom or intake protocol with them, capture the request, and route it to your nurse or provider. The note is flagged clearly as information reported by a third party, so your clinical team knows the source.

How do we set up authorization rules for different members?

During onboarding, you tell MedReception AI which members have authorized family or caregiver access and what information those callers can receive. You can update authorization at any time. The AI checks every call against your current rules.

What happens if an employer or HR department calls about a covered employee?

MedReception AI routes employer calls to your administrative team without disclosing any clinical information. Eligibility, enrollment, and billing questions are handled separately from member care calls, keeping your compliance and privacy boundaries clear.

Does this work with our EMR?

MedReception AI integrates with athenahealth, eClinicalWorks, Elation, Cerbo, Hint, Tebra, ModMed, Practice Fusion, Jane, Office Ally, SimplePractice, TherapyNotes, Accuro, pMD, PS Suite, and Nextech. Your member authorization rules and routing instructions sync from your practice management system. If you use a different EHR, custom integration is available; book a demo and we will scope yours.