First Contact — Phone Inquiry
Answer within 3 ringsOr return voicemail within 2–4 hours. Every missed call is a potential patient going to a competitor.
Opening script"Thank you for calling [Practice Name], this is [Name], how can I help you today?" Warm, professional, personalized.
Qualify the callWhat treatment are they interested in? First time patient? How did they hear about you? (Track referral source for marketing)
Handle clinical questions"Great question — I want to make sure you get the most accurate information. [Provider] would be happy to answer that during your consultation, which is complimentary for new patients."
Book the consultationAlways try to book before ending the call. "Do you have a preference for mornings or afternoons? We have availability on [date] and [date]."
Collect contact infoName, phone, email, DOB. Confirm spelling. Send booking confirmation and intake form link immediately.
Before the Appointment — What Must Be Sent
Booking confirmationSend immediately via email/text with date, time, provider name, parking info, and cancellation policy
Intake formsSend link within 1 hour of booking. Must include: medical history, medication list, allergy history, photo/HIPAA consent, communication preferences
Pre-appointment reminders48-hour reminder + 24-hour reminder. Include pre-treatment instructions relevant to their booked service
Pre-treatment instructionsBotox: no blood thinners/alcohol 48 hrs. Filler: no blood thinners, arrive with clean skin. Laser: no active tan. Wax: hair must be ¼ inch minimum
Parking/directionsText address + parking instructions 24 hours before. Reduces late arrivals dramatically
At Arrival — Check-In Protocol
Greeting"Hi [Name]! Welcome to [Practice Name]. We're so glad you're here." Use their name. Make eye contact. Make them feel known.
Confirm intake formsVerify intake forms are complete before calling patient back. If not complete — have them finish before going to treatment room.
Confirm consent formsTreatment-specific consent form must be reviewed and signed before any treatment begins. No exceptions.
Photo consentConfirm photo consent status — are they consented for marketing use, clinical use only, or declined? Document clearly.
Payment methodCollect payment method on file before treatment. Never treat without confirmed payment. Mention financing options (CareCredit, Cherry) proactively.
During Consultation — Provider Checklist
Review intake formsReview medical history, medications, and allergies before examination. Flag any contraindications or concerns.
Pre-treatment photosTake all required angles before treatment begins. Document in chart immediately.
Informed consentReview consent form verbally — confirm patient understands risks, realistic expectations, and post-care requirements.
Treatment planDiscuss treatment plan clearly. Set realistic expectations. Never overpromise. Confirm patient understanding before proceeding.
Document pre-existing asymmetryNote and photograph any pre-existing asymmetry. Have patient acknowledge it on consent form. This is your legal protection.
After the Appointment — Retention Protocol
Post-care instructionsProvide printed or digital post-care instructions specific to the treatment received. Review verbally. Confirm patient understands.
Schedule follow-upBook the follow-up appointment before they leave. Botox: 14-day follow-up. Filler: 14-day follow-up. Laser: 4–6 week follow-up.
Retail recommendationProvider recommends 1–2 specific retail products. Front desk reinforces at checkout. Don't recommend more than 2 — overwhelming.
Membership mentionIf patient is happy — this is the moment. "Have you heard about our membership program? After seeing your results today, it might be perfect for you."
Review requestIn-person ask + text link within 5 minutes of departure. Strike while the emotional high is active.
24-hour follow-up text"Hi [Name]! Just checking in — how are you feeling after your treatment yesterday? Any questions at all, we're here. 🤍"