Pricing Questions vs Clinical Questions: What a Front Desk Can Answer
Most calls to an aesthetic or wellness clinic fall into two groups. The first asks about price, availability or what a visit involves. The second asks whether a treatment is right for the caller, or what to do about a symptom. The rule is simple: the front desk answers from approved information, and a clinician answers anything that needs judgment about a patient.
Questions a front desk can answer
The price of a listed treatment, as set in your approved price list.
Available consult times, and how to book.
What a consult includes, from your approved description.
Intake forms, what to bring, and where to park.
Your cancellation and rescheduling policy.
Packages and memberships, as published by the clinic.
Questions that go to a clinician
Whether a patient is eligible for a treatment.
Whether a treatment is suitable given a medical history or current medication.
Dosing, timing, or how many sessions a patient needs.
Side effects, symptoms, or anything that happened after a treatment.
Pregnancy, allergies, or any current medical condition.
What results a patient can expect from a treatment.
The gray area: how to decide
Some questions sit in between. How long does a treatment last? How soon will I see results? These can be answered from the approved script only when your clinic has written the answer down. If the answer depends on the patient, it goes to a clinician. Decide these during the sprint and write them into the approved answers, so no one has to guess on the phone.
What the agent does with a clinical question
The agent does not answer the clinical question. It takes the caller's details, notes what they asked, and escalates the call to your team under the rules your clinic agreed. Every call is logged, so the clinician can see what was asked before they call back.
How to build the lists
Start with the calls your front desk gets most often. For each question, write the approved answer or mark it for a clinician. Review the lists with your clinicians before the agent uses them, and update them whenever prices or treatments change.
See how the agent handles calls: https://www.dezyit.com/24-7-ai-voice-agent
Book a demo to set up your lists: https://cal.com/explore-diva/diva360-demo
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