Frequently Asked Questions about MD Agility's Virtual Medical Receptionists.

MD Agility is a fully managed medical reception and administrative support solution for healthcare practices across Canada and the United States. We act as a seamless extension of your clinic by handling patient calls, appointment scheduling, insurance verification, EMR/EHR tasks, referrals, and administrative workflows with professionalism, efficiency, and care. Our experienced medical office administrators and dedicated leadership teams help clinics reduce front-desk workload, improve patient communication, and keep operations running smoothly every business day.

MD Agility has been supporting healthcare practices since 2013, providing professional medical reception and administrative services to clinics across Canada and the United States. Our Canadian head office is based in Toronto, Ontario, and our U.S. office is located in Aventura, Florida, allowing us to support clinics across both countries with experienced medical office administrators and dedicated local leadership.

We support every type of medical clinic across the United States and Canada. This includes solo practitioners, multi-site primary care groups, pediatric practices, dental offices, mental and behavioral health practices, and a full range of specialty clinics—cardiology, dermatology, orthopedics, gastroenterology, ENT, urology, neurology, pain management, rheumatology, endocrinology, psychiatry, geriatrics, wellness, plastics, internal medicine, gynecology, neurology, and more.

MD Agility supports U.S. clinics from our office in Aventura, Florida, and Canadian clinics from our office in Toronto, Ontario. Our clinics are supported by experienced leadership, dedicated supervisors, and ongoing quality assurance oversight to ensure reliable, professional service every business day.

Yes. Every Medical Receptionist completes formal HIPAA training, every client signs a Business Associate Agreement (BAA), all systems are encrypted in transit and at rest, and every Medical Receptionist works under a per-user EMR/EHR login that produces a complete audit trail.

Yes. Every MD Agility client signs a Business Associate Agreement on day one. The BAA covers all PHI handling, breach notification responsibilities, and downstream subcontractor compliance.

Yes. Behavioral health and substance use clients receive our 42 CFR Part 2 protocol with disclosure tracking, consent documentation, and trained Medical Receptionists who handle every interaction under the strictest privacy standard in U.S. medicine.

Yes. MD Agility maintains PIPEDA compliance for clients with Canadian patient data and signs DPAs as required.

Encrypted systems, per-Medical Receptionist EMR/EHR logins, no local PHI storage, screen-recording and call-recording for QA, weekly compliance audits, and mandatory quarterly HIPAA recertification for every Medical Receptionist.

Pricing is custom to your call volume, hours of coverage, and workflows. Most practices save 30% vs. equivalent in-house hire. Book a free 20-minute discovery call for a tailored quote.

No long-term lock-ins. We use a standard service agreement with month-to-month coverage that scales up or down with your clinic needs.

We make it very simple and onboarding is included.

Most clients are billed monthly on a per-FTE basis depending on coverage type.

We support all major EMRs and EHRs used across the United States and Canada. If your clinic uses it, we've likely worked in it.

Yes. Every Medical Receptionist has a credentialed per-user login and works inside your real EMR/EHR, never in a parallel CRM. What they book is what your providers see.

Typically 5 to 10 business days, including security review, account provisioning, and training on your specific scheduling rules and workflow templates.

Yes, we work with most major VoIP and PBX systems (RingCentral, Nextiva, Vonage, 8x8, Dialpad, Five9, Genesys). You keep your existing numbers and forward the lines we cover.

Yes—your front desk is covered with 100% reliable service every business day of the year, without interruption.

Yes. Native Spanish-speaking, HIPAA compliant Medical Receptionists are included at no additional rate and are integrated with English coverage.

Yes. Coverage is fully configurable depending on your clinic needs.

Average pickup is dependent on your clinic service agreements, and detailed statistics are provided weekly to ensure clinic management are always happy with our services. Practices with MD Agility live coverage typically run missed-call rates under 5%.

Inbound and outbound patient calls, appointment scheduling and rescheduling, insurance eligibility and benefits verification, prior authorization submission and follow-up, prescription refill triage, referral coordination, fax intake and routing, new-patient intake and registration, and urgent-call triage every business day of the year.

Yes. End-to-end: submission, daily payor follow-up, peer-to-peer scheduling, and first-level appeals on denials, all documented inside your EMR/EHR.

Yes. Healthcare provider EMR/EHR tasks and messages, appointment reminders, recall lists, no-show recovery, balance reminders, care-gap outreach, and patient satisfaction surveys, with weekly KPI reporting.

Yes. Our trained MOAs triage every call in accordance with your clinic's protocols. They assess the situation, guide the patient appropriately, schedule appointments when needed, and route urgent or routine messages to the appropriate clinical staff—ensuring nothing is missed while remaining within administrative scope.

Yes. Inbound fax routing, document classification, EMR/EHR upload, outbound fax delivery, and chase work for outstanding records or referrals.

Most practices are fully live in 4 to 5 weeks: discovery and protocol customization, EMR/EHR credentialing, dedicated team training, then go-live with shadow coverage.

Yes. You are assigned a dedicated primary MOA, supported by trained team leaders as backups, along with a supervisor and a QA supervisor to ensure consistent quality and coverage.

Our onboarding process is structured, efficient, and designed to ensure a smooth transition for your clinic. We work closely with your team to learn your workflows, scheduling rules, and protocols, and document everything into a customized plan for your approval before launch. The process includes a kickoff call, two protocol development sessions, a final pre-go-live check, and a post-launch quality review. Our leadership and QA teams oversee every step to ensure your front desk is fully prepared, aligned, and running seamlessly from day one.

Yes. Many clinics use MD Agility to offload part of their administrative workload, so their in-house team can prioritize in-person patient care and higher-value tasks.

Every team has a QA supervisor, every call is scored against a quality rubric, and every client receives weekly quality reports.

Yes. All calls are recorded and stored encrypted; clients have on-demand access for QA and compliance review.

QA flags trigger immediate retraining or reassignment. Underperforming Medical Receptionists are removed from your account; you keep the same trained backups so coverage never drops.

Yes. Standard weekly report includes calls answered, average pickup, missed-call rate, appointments booked, eligibility verified, prior auths submitted, and outbound campaign outcomes.