Medical Spa & Aesthetics AI Receptionist for Cerbo

Aesthetics callers compare practices

A caller interested in neurotoxin, filler, laser resurfacing or body contouring is often calling several practices in the same afternoon. The practice that answers warmly, handles the basic questions and makes the next step clear has the advantage.

Medical spas also have a busy rebooking rhythm: patients returning on a schedule for maintenance treatments, and patients who want to move an appointment with very little notice before an event.

Treatment and price questions

Give Katie the treatment descriptions and prices you are comfortable sharing by phone. She answers from that information, in a warm and unhurried tone that suits the setting. If a caller asks which treatment is right for them, how much product they need or whether they are a candidate, those are clinical questions for your injector or provider.

No payment is taken on the call. Deposits and package purchases go through your billing line or payment link.

Promotions, open houses and seasonal offers each bring a burst of calls. Give Katie the details, including start and end dates and any conditions, before the promotion is announced. Callers then get the same answer whether they phone at opening time or late at night, and staff are never caught explaining an offer they have not seen. When the promotion ends, retire the wording the same day.

What a consult request captures

A good consult request lets your coordinator prepare before calling back:

• The treatment or area the caller is interested in
• Whether they have had this or a similar treatment before, and where
• Their preferred provider, if they have one
• Timing constraints, such as a wedding or trip they want to be ready for
• How they heard about the practice

Concerns after a treatment

Post-treatment calls need care. Bruising and swelling worry patients, and occasionally a call describes something that needs a clinician quickly. Katie does not tell a caller that what they see is normal. The call follows your escalation rules, and while the office is open your rules can transfer it to the treating provider or a nurse.

Write those rules with your medical director, and list the words that should trigger them, such as changes in skin color, spreading pain or vision changes.

Keeping the record

Each call summary is filed to the patient's chart in Cerbo by MedReception Autopilot, working from a staff member's own signed-in browser. Autopilot can also file intake documents or pictures to the chart, which helps practices that collect forms before a first treatment.

When the patient returns for a maintenance visit, the provider can see every call about the last treatment next to the treatment notes. The coordinator gains context for rebooking calls too: what the patient had last time and what they said about it afterwards.