Concierge & DPC

Your protocol, your questions, your routing. Every time.

Concierge members expect to reach you first when something changes. MedReception AI runs the exact symptom questions your clinicians wrote, in your order and wording, then routes each call according to the rules you set. No guesswork. No variation between day and night.

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

Asks the symptom questions your protocol defines, in your sequence and language, so every member gets the same intake regardless of call time or day of week
Routes by the rules you configure, not by AI judgment: each complaint category goes to the provider or escalation path you assigned, with per-member overrides available for named members
Delivers your emergency language and triggers your escalation workflow the moment your clinical conditions are met
Offers same-day member visits as part of the triage decision, using only the appointment slots you release
Captures the full call record: protocol branch taken, member's exact words, questions asked, and routing destination, ready for your review and filing
Stays independent of your EMR, so you keep your protocol if you switch systems

How it pays back

Protocol Consistency Across All Hours

Your symptom algorithm runs the same way at 8 a.m. on Monday and 11 p.m. on Saturday. No staff variation, no shortcuts, no drift from your clinical standard. Every member follows your exact decision tree.

Escalation on Your Terms

You define the conditions that trigger urgent routing and the exact language the AI speaks when those conditions are met. The AI applies your rules; your clinicians make the final decision. No autonomous clinical judgment.

Membership Model Flexibility

Because members pay a membership fee, your protocol can offer same-day visits as part of triage, not just phone advice. MedReception books into the slots you release, keeping your schedule and revenue model intact.

Structured Intake Record

Every symptom call leaves a complete record of which protocol branch was taken, what the member reported, and where the call went. Your staff reviews and files it; the AI does not write clinical notes.

Every call follows your protocol

No variation between day, night, or staff member

Routing by your rules, not AI judgment

Each complaint category goes where you assigned it

Escalation fires on your conditions

Your language, your threshold, your decision point

Protocol portable across EMRs

Switch systems, keep your triage logic

Frequently asked questions

Can I customize the symptom questions for different complaint types?

Yes. You define the symptom questions, their order, and the wording. Different complaint categories can have different question sets. MedReception runs exactly what you write.

What happens if a call doesn't match any of my protocol branches?

You set a default routing path. Any call that does not match a defined complaint category follows that default route, typically to your on-call provider or voicemail.

Can I route specific members differently than the general protocol?

Yes. You can set per-member routing overrides, so a named member reaches a particular provider directly while the rest of your panel follows the standard protocol.

Does the AI make clinical decisions?

No. The AI asks your questions, applies your routing rules, and escalates according to your conditions. Your clinicians review the call record and make all clinical decisions. The AI does not diagnose, advise, or approve, deny or change a prescription.

What if I switch EMRs later?

Your protocol stays with you. MedReception is EMR-independent, so your symptom questions, routing rules, and escalation logic move with you if you change systems.

Bring this to your practice

See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.

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