Overflow Coverage

Your front desk is booked solid during peak hours. Every unanswered call is a lost referral, a procedure slot that stays empty, or a patient who calls a competitor instead.

Interventional pain practices field referral calls, procedure pre-approvals, insurance verifications, and urgent post-injection follow-ups during the same hours your team is in the OR or managing existing patients. MedReception answers overflow calls instantly, captures caller intent and patient details, routes urgent cases to your staff by priority, and books appointments without your team picking up the phone. No missed referrals. No callback delays. No dropped calls during peak volume.

Answers every overflow call instantly during peak hours, no hold queues or voicemail
Routes urgent post-procedure calls (pain flares, infection signs, medication questions) to your staff immediately
Captures referral details, insurance info, and scheduling preferences on the call and returns them structured for your team
Books routine appointments directly into your schedule if the caller matches your criteria
Escalates by rules you set: send certain calls to on-call, others to the front desk callback queue, others straight to the schedule
Handles multilingual callers and works with your existing phone system, no replacement needed

How it pays back

Referrals Stop Going to Voicemail

Referring providers expect a live answer. Callers who reach voicemail often hang up and call the practice down the street. MedReception answers immediately, captures the referral details, and your staff follows up within your SLA. Referral intake becomes predictable and complete.

Your Front Desk Handles Fewer Interruptions

Overflow calls no longer interrupt your team during procedure prep or patient care. MedReception filters, triages, and routes. Your staff handles only the calls that need a human decision, and they have full context before they pick up the phone.

Urgent Post-Procedure Calls Get Priority

A patient calls with signs of infection or a medication question after an injection. MedReception screens the call using your protocols, escalates it to your staff or on-call provider immediately, and documents the interaction for the chart. Routine pain questions go to a callback queue. Emergencies reach the right person now.

Appointment Slots Fill Faster

Callers who want to book a procedure don't wait on hold. MedReception qualifies them, checks your schedule against your criteria, and offers available times on the call. Your team reviews the booking and confirms. Procedure blocks fill without the back-and-forth.

Every call answered

No overflow, no hold queue, no voicemail during peak hours

Urgent calls escalated by your rules

Post-procedure emergencies, referral priorities, and infection signs routed to your staff or on-call instantly

Structured intake captured

Referral source, patient demographics, insurance, chief complaint, and scheduling preference returned ready for your team or EMR

Direct appointment booking

Routine callers offered available slots and booked into your schedule without staff intervention

Frequently asked questions

Do we have to replace our phone system?

No. MedReception works alongside your existing phone lines. Calls are routed to our system, answered, triaged, and sent back to your team or booked into your schedule. Your phone system stays as is.

What happens if a caller needs to talk to someone right now?

You set the rules. If a call matches your urgent criteria, post-procedure complications, infection signs, medication emergencies, MedReception escalates it to your on-call provider, your front desk, or your clinical staff immediately. The caller doesn't wait. Your team gets the full intake summary before they pick up.

Can MedReception book appointments into our EMR?

Yes, if you use athenahealth, eClinicalWorks, Elation, Cerbo, Hint, Tebra, ModMed, Practice Fusion, Jane, Office Ally, SimplePractice, TherapyNotes, Accuro, pMD, PS Suite, or Nextech. Appointments are written directly to your schedule. If you use a different EMR, Katie still answers every call, captures the booking details, and your staff enters it into your system. Custom integration available: want MedReception integrated with your EHR? We build custom EHR integrations; book a demo and we will scope yours.

How long does it take to get MedReception running?

Launch takes about a week from signup. Your phone number and EMR connection are ready in 1 to 3 days. If you want to offer patient texting, registering that number takes about 5 business days. Your onboarding team will walk you through call workflows and escalation rules during that week.

What if we need to change how calls are routed or what questions are asked?

Your dedicated team handles edits and optimization for free, for life. Change your escalation rules, add a new provider, adjust intake questions for a new procedure type, your team updates the system and tests the changes with you. No extra fee, no waiting for a software update.