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PatientNow Treatment Inquiry Calls
Katie answers Botox, filler, laser and skincare questions with your approved wording, sends clinical questions to staff, and captures consult requests.
The questions behind a treatment call
How long does filler last? Does laser hair removal hurt? How many sessions will I need? Can I get Botox the week before my wedding? These calls sound simple, but each one sits on the line between general information and individual clinical judgment.
Front desk staff at aesthetic practices answer them many times a week, often with slightly different words each time, and occasionally with an answer that should have come from a nurse. The calls also arrive at the worst moments, when the person answering is mid-checkout or setting up a room.
Approved answers versus clinical judgment
MedReception AI separates these cleanly. Your practice writes the general information Katie may share: what a treatment is, roughly how a visit goes, how long the appointment takes, and what the consult covers. Katie shares that information and nothing more.
Anything that depends on the caller's own body, history or medications is clinical, and Katie does not answer it. Whether someone can be treated while pregnant, while taking a blood thinner, or soon after another procedure goes to clinical staff or into the consult. Katie never gives medical advice.
- Katie shares: treatment descriptions, visit lengths, how the consult works, hours, locations and approved pricing
- Katie routes to clinical staff: candidacy, medications, pregnancy, reactions, side effects and what results a specific person can expect
Turning curiosity into a consult request
Most treatment callers are not ready to book on their first question. Katie answers what she can, then offers the next step your practice prefers, usually a consult. If the caller agrees, she collects the consult details. If not, the call still ends as a named inquiry with the treatment of interest, so your coordinator knows exactly who to follow up with and why.
That matters because treatment inquiries are often the first contact a future long-term patient has with your practice. A clear, friendly answer and a simple next step makes a better first impression than a rushed reply between check-ins.
Sorting inquiries by service line
Practices that offer injectables, lasers, body contouring and skincare often have a different owner for each. Katie notes which service line the caller asked about, so the summary goes to the right person rather than a shared inbox.
MedReception AI is live with practices on PatientNow, and inquiry summaries arrive with the treatment named, the question asked, and how urgent it is, so the coordinator for that service can follow up without making the caller start over.
Frequently asked questions
- Who writes the answers Katie gives about treatments?
- Your practice does. We recommend your medical director review the treatment wording before launch, since it is what every caller will hear.
- What if a caller asks something Katie has no approved answer for?
- She tells the caller she will pass the question to the team, records it, and routes it to the right person. She does not guess.
- Can Katie talk about specific product brands?
- Yes, if you include them in the approved information, for example which neurotoxin or filler brands you carry. She will not compare brands clinically or recommend one for a caller.
- Can Katie describe what happens during a treatment visit?
- Yes, in the general terms you approve, such as how long the visit takes and whether numbing cream is part of it. What a particular patient will feel or see afterward is left to the provider.
Ready to implement this for your PatientNow practice?
Book a demo and we'll walk through your consult intake, treatment inquiry handling, scheduling, financing questions, and post-treatment call rules for PatientNow.