PatientNow Multi-Location Phone Management

Callers do not always know which location they want

A regional aesthetic group with several locations hears the same questions every day. Which office is closest? Which one is open on Saturday? Which location does the injector from that video work at? Callers dial the main number or the wrong location's number, and staff spend their time transferring calls and explaining the map. Group-wide marketing makes it harder, because a single ad sends callers to whichever number they find first.

Each location also has its own rhythm. The flagship may have a surgery center and a large coordinator team, while a newer satellite spa runs on two people and a busy injector. One approach to phones rarely fits both.

Local details for each site

Katie also knows what each site does not offer, which saves a caller from requesting a consult at a location that cannot perform the treatment she wants.

She holds the details for every site, so each caller gets the right answer the first time, without a transfer just to learn the parking situation:

• Address, entrance and parking for each location
• Hours, including different weekend hours
• Which providers practice where, and on which days
• Which services each location offers, such as surgery at only one site
• Local holiday closures

Transfers to the right building

While a location is open, calls can transfer to that location's staff under your rules. A caller asking about a surgical consult at the flagship reaches that office's coordinator. A caller for the satellite med spa reaches its front desk. When a site is closed or busy, Katie takes the details and the summary names the location, so the right team picks it up.

Callers who are flexible about location can be offered another site with the service they want, which helps spread demand across the group instead of overloading one busy office.

Escalation can be local as well. A post-treatment concern from a patient of one site should reach that site's nurse or on-call provider, not a clinician across town who has never met her.

Consistent standards, local control

Multi-site groups need the same policies everywhere: deposit terms, cancellation fees, the consult process. Katie applies those uniformly, so a patient who visits two locations never hears two versions of the rules.

At the same time, each site keeps its own routing, staff and quirks, and you can change one location's rules without touching the others. A new injector at one site, or a temporary closure for renovation, is a local update.

MedReception AI is live with practices on PatientNow, and location is recorded in every summary, so each site's team works its own calls and leadership reading the summaries knows which site each call concerned.