PatientNow Call Routing

Who should own each kind of call

In a multi-provider aesthetic practice, the wrong person answering costs more than a minute. A surgical inquiry handled by a front desk new hire, a nurse injector pulled out of a treatment room to talk about a product order, a post-op patient left on hold behind a gift card question: each is a routing problem, not a staffing problem.

Good routing starts with a map of call types and owners. Most PatientNow practices already know that map informally. MedReception AI asks you to write it down so Katie can follow it on every call, not just on the days your most experienced coordinator is at the desk.

The map does not need to be perfect at launch. Start with the call types that cause the most friction, usually surgical inquiries, post-treatment concerns and vendor calls, and refine the rest after a few weeks of reading real summaries from your own phone line.

Rules you write, not rules we guess

The practice sets the rules. Examples drawn from how aesthetic teams tend to divide the work:

• Surgical consult requests go to the patient care coordinator for that surgeon
• Injectable rebooking requests become a summary for the front desk
• Swelling, pain, infection worries or other post-treatment concerns go to clinical staff right away
• A caller asking for a specific injector by name is routed to whoever manages that injector's schedule
• Product reps, vendors and marketing agencies get a message, not a transfer

Transfers while the office is open

During open hours, calls can be transferred to staff. You choose which calls transfer and who receives them, so the surgical coordinator gets the breast augmentation inquiry and the billing person gets the statement question. Routing can also depend on location, time of day, and whether the caller is new or established.

When a transfer is not picked up, the caller's request is still captured, so the call still ends with something your team can act on.

When nobody should be interrupted

Some hours are protected. During a procedure block or a packed injector day, you may want almost nothing transferred. Katie can hold to that and turn everything into structured summaries, apart from the urgent and clinical calls your escalation rules say must reach a person.

Every summary records who called, why, what they need and how urgent it is, so the owner of each call type can pick up their own list in PatientNow without sorting through everyone else's.

If a certain kind of call keeps landing with the wrong person, the pattern shows up in those summaries quickly, and the rule can be changed before it becomes a habit your staff work around.