GLP-1 Weight Loss Calls: What Patients Ask, and How to Answer Them

10 minutes ago

2 min read

If you run a GLP-1 weight loss program, your phone line already gets the same questions every day. Am I eligible? Do I need labs first? What does it cost each month? What happens if I stop? Many of these calls come in after hours, when no one is free to answer.

This guide sets out which of those questions your front desk can answer, which must go to a clinician, and how an AI voice agent can take the first call without overstepping.

The questions patients ask most

These are the questions aesthetic and wellness clinics typically hear about GLP-1 programs:

Eligibility: "Am I eligible?" Only a clinician can answer this.
Labs and tests: "Do I need labs first?" The answer comes from your clinician's protocol.
Cost: "What does it cost each month?" The agent can state prices your clinic has approved.
Duration: "What happens when I stop?" This is a clinical question and goes to your clinician.
Memberships and pausing: "Can I pause it?" The agent can answer from your published policy.
Booking: "How do I start?" The agent can book a consult.

Which questions the agent answers, and which it escalates

Clinical questions are escalated to a clinician, every time. These include eligibility, dosing, side effects, whether a medication is right for someone, and anything about a symptom.

Administrative questions can be answered from scripts your clinic approves. These include consult booking, published prices, what to bring to a consult, intake forms, and your cancellation policy.

The rule is simple: the agent does not give medical advice, does not recommend doses, and does not promise results. Every answer is taken from language your clinic has approved in advance.

Build the script with your clinicians

Your clinicians should approve the answers to each question before the agent uses them. Three points to agree on:

What the agent says when asked about eligibility, and when it books a consult instead.
Which prices and program details it may quote, and where they come from.
Exactly when a call goes to a clinician, and how quickly.

Handling this privately

Call recordings and transcripts can contain health information. Dezy It is HIPAA compliant and signs a Business Associate Agreement with clinics.

What to measure

Consults booked from GLP-1 inquiries.
Inquiries captured after hours.
Calls escalated to a clinician, and how quickly they were handled.
No-shows for GLP-1 consults.

Set the targets from your own baseline before the agent goes live.

Multi-location programs

Each location can use the same script with its own prices, availability and clinicians. Keep the approved answers consistent across sites, so a patient gets the same information whichever clinic they call.

Map your GLP-1 call flow

We run a short sprint with your team to map which GLP-1 questions come in, which the agent can answer, and which go to your clinicians. Book a demo: https://cal.com/explore-diva/diva360-demo