Primary care & aestheticsUnited States

Patel Medical & Aesthetics runs two practices on one phone line

A Bronx practice where an insured sick visit and a self-pay Botox enquiry ring the same number and need entirely different conversations.

2care scheduling

Hear it from them
Dr. Niki Patel
Patel Medical & Aesthetics

aesthetic enquiries booked in month one

clinical calls answered by the agent

booking paths on a single number

Before

What was breaking

One number carries two practices: insured primary care on one side, self-pay aesthetics on the other.
Aesthetic callers ask about treatments and price; sick visits ask about symptoms and cover. The desk had to work out which call it was on before it could help either.
Telemedicine and in-person appointments were booked out of the same conversation, with nothing to tell the caller which one they needed.

What we did

How it works now

Intent is established before anything else, and the two conversations run down separate paths from that point.
Aesthetic enquiries get the treatment, the appointment length and the self-pay price, then a consultation slot.
Anything clinical is handed to a person; the agent books the visit and does not discuss the symptom or the benefit.

After

What changed

Aesthetic demand is captured without occupying the clinical desk.
Callers describing a symptom reach a person rather than a menu.
The two halves of the practice stopped competing for the same line.

“A lot of the time the patient was unavailable due to the timing of working hours … the agent was able to call at different times and reach the patient five times in a short period.”

Dr. Niki Patel, Patel Medical & Aesthetics

The same flow, running