Medical Answering Services for Plastic Surgery Practices in Competitive Markets
Client Background
A private plastic surgery clinic in Houston needed a reliable medical answering service to capture every patient lead. With limited staff, no hospital network affiliation, and a modest marketing budget, they relied heavily on inbound phone calls generated by SEO and their website. Westpark Communications stepped in with a tailored call routing solution that reduced missed calls and increased consultation bookings.
Client Challenges
This small cosmetic surgery practice operated with a lean in-house team, which made it difficult to answer every call, especially during peak hours. Each missed call meant a lost lead in an already saturated Houston market.
Their previous call center provider offered no IVR system or time-based call flow, making it nearly impossible to prioritize or properly route calls from new, existing, or post-op patients. As a result, the office struggled with:
- Missed opportunities from high-intent website traffic
- Poor routing of sensitive post-op patient inquiries
- Limited staff availability to manage all call types
- No automation for after-hours coverage
Custom IVR for Medical Practices
Westpark implemented a custom medical IVR system tailored to the clinic’s needs:
- Option 1 – New Patients: Routed to a patient coordinator to schedule consultations
- Option 2 – Existing Patients: Routed internally based on inquiry
- Option 3 – Post-Operative Patients: Answered live by an agent, with urgent issues escalated via provider paging
Time-based Call Flow
We also deployed a time-based call flow, allowing business-hour calls to be answered live and after-hours calls to be handled by voicemail or escalated appropriately.
This setup requires little ongoing maintenance, with updates only needed if the client’s internal staffing changes.
More Consultations, Less Overhead
With Westpark’s call routing for plastic surgeons, the clinic was able to passively manage all inbound call traffic, increase scheduled consultations from SEO-driven leads, protect high-value patient relationships post-surgery, and improve operational efficiency without hiring additional staff.
Client Duration & Satisfaction
The client has been with Westpark for over two years after switching from a provider that lacked advanced routing capabilities. While formal statistics were not collected, the practice has reported stronger lead conversion and improved patient satisfaction since switching.
Looking for Medical Answering Services That Help You Compete?
Whether you’re a plastic surgery office or another type of private medical practice, Westpark helps ensure every call is routed efficiently and professionally, so you can focus on care, not callbacks.