Primary care & aestheticsUnited StatesPatel 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
0
aesthetic enquiries booked in month one
0
clinical calls answered by the agent
0
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.”
The same flow, running
What this looks like on a live call.
The story above describes it. This is the flow itself, recorded end to end.
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