Concierge Medicine

Screen every after-hours call. Escalate only what matters. Let your on-call provider sleep.

Your concierge members expect 24/7 access, but not every call is an emergency. MedReception's AI answers immediately, screens for genuine urgency using your rules, escalates to your provider only when medically necessary, and handles routine requests without interruption. Your practice defines what triggers escalation, and the AI routes accordingly.

By MedReception AI, physician-built by Paul Toomey, MDPublished Nov 1, 2026

Every call answered instantly; no voicemail, no missed members
Your escalation rules: you decide which symptoms, conditions or keywords trigger provider contact
Urgent calls routed to on-call provider with member name, reported symptoms, vitals, and medical history as a structured summary
Routine requests (appointment booking, lab result inquiry, prescription refill status, billing questions) handled by the AI or queued for staff during business hours
Member stays on the line or receives a callback confirmation; no dropped calls or confusion about next steps
Configurable by provider, specialty, time of day, or member status so escalation matches your concierge model

How it pays back

Provider Sleep Isn't Sacrificed for Every Call

Concierge practices promise access, not constant interruption. Your AI screens for real urgency and routes only calls that need clinical judgment to your on-call provider. Routine appointment requests, billing questions, and status inquiries are handled without waking the team.

Escalation Rules Are Yours to Set

You define urgent. Chest pain, difficulty breathing, severe allergic reaction, trauma, and fever above a threshold might trigger escalation; a scheduling request or lab result question does not. Rules are built during onboarding and can be adjusted anytime. Your practice controls the gate.

Structured Handoff for Provider Callback

When a call escalates, your provider receives the member's name, reported symptoms, any vitals the member provided, and relevant medical history in one clean summary. No scrambling through notes or calling back blind. The provider decides next steps: callback, urgent visit, or ED referral.

Routine Work Flows to Staff Without Friction

Appointment bookings sync to your EMR. Prescription refill requests, lab inquiries, and billing questions are captured and queued for your front desk or nurse to handle during business hours. Members get confirmation of what was heard and when they'll hear back.

Every call answered

Day or night, no voicemail dead ends for your members

Urgent calls escalated per your rules

Your practice defines what triggers provider contact

Structured intake summaries

Member history, symptoms, and vitals ready for provider callback

Routine requests handled without escalation

Scheduling, billing, and status inquiries processed or queued for staff

Frequently asked questions

How does the AI know if a call is urgent?

You set the rules during onboarding. Common triggers include reported chest pain, difficulty breathing, severe allergic reactions, trauma, or high fever. You can also flag keywords, member risk profiles, or time-of-day patterns. If the member's input matches your rules, the call escalates to your on-call provider. If not, the AI handles it per your protocol: booking, information capture, or queueing for staff.

What happens if a member describes symptoms that don't match my escalation rules?

The AI captures the member's report as a structured summary and handles the call according to your instructions. For example, if a member reports mild congestion and you have not flagged that as urgent, the AI might offer appointment booking or note the concern for your staff to review during business hours. Your provider always has the final say on whether a callback is needed.

Can I change my escalation rules after launch?

Yes. Your escalation rules are built during onboarding and can be adjusted anytime. Your MedReception team will help you refine them based on how calls are flowing. There is no charge for edits and optimization; it is included for life.

What if my members are in different time zones or have different risk profiles?

You can set escalation rules by provider, by member segment, or by time of day. For example, your high-risk members might have a lower threshold for escalation, or your overnight on-call provider might have different rules than your daytime team. MedReception's templates are built per your practice, not one-size-fits-all.

Do urgent calls interrupt the provider immediately?

Escalated calls are routed to your on-call provider according to your phone tree. The provider receives the member's name and a summary of why the call was escalated. How they are notified (call, text, alert) is up to your practice setup. The AI does not make clinical decisions; your provider decides whether to call back, advise, or refer to the ED.