How do I handle after-hours calls at my med spa?
By the Margin Media team · Updated
A med spa handles after-hours calls by deciding what should happen to each kind of caller before the phone rings: a new client gets answered and offered a consult time, an existing client gets a message taken, and anything urgent after a treatment reaches the clinician on call. Voicemail does none of the three.
Who calls a med spa after closing?
Three kinds of people. New clients who have been thinking about a treatment all day and finally have a quiet minute. Existing clients who want to move an appointment. And, less often, someone with a concern after a treatment who needs a clinician, not a booking. Each needs a different answer, and the third must never wait until morning.
What are the steps to set it up?
Settle the clinical route first, with your medical director, because it is the one that cannot go wrong. Everything else is about making sure a new client does not meet a recording.
- Decide who is on call for clinical concerns each night and how they are reached.
- Write the short list of questions a non-clinical answerer may handle, such as hours, location and booking.
- Choose what answers the phone after hours: staff on rotation, an answering service or an AI receptionist.
- Give whoever answers the open consult times, so a new client can be booked on the spot.
- Send every after-hours message to one place the morning team reads first.
- Call your own line at nine in the evening once a month to hear what a client hears.
Which option suits which spa?
Staff on rotation suits a small spa with few evening calls and a team willing to carry a phone. An answering service suits a spa that mainly needs messages taken by a person. An AI receptionist suits a spa that wants the consult booked during the call. Whatever you choose, the clinical route is separate and human.
How does Margin answer after hours for a med spa?
Mia, the AI receptionist, answers every call at night and on weekends, answers general questions, and books the consult onto the portal calendar. Your office sees it in the morning along with her daily report and each call's transcript.
Anything urgent is passed straight to your team, using the on-call arrangement you set. Mia does not give medical advice. A caller who hangs up is texted back within a minute, once carriers have approved your spa's texting number.
What Margin sets up for this.
- Mia, the AI receptionist, on every call
- Booking onto your calendar
- Missed calls texted back within a minute
- Your portal: every call, text and booking
What a business needs is decided on its audit. It is a one-time setup fee and a monthly fee, with exact numbers on the audit.
How Margin works for med spasSee the portal with a sample businessThe Med Spa Accelerator
Related questions
Should a med spa answer calls at night?
Yes, in some form. People think about booking a med spa visit in the evening, when they are home. A med spa does not need staff awake at midnight, but it needs something better than voicemail picking up.
What should a med spa do with a clinical concern after hours?
Route it to a clinician. Every med spa should have an on-call arrangement set by its medical director, and whoever answers the phone, human or AI, should pass those calls on at once and never try to answer them.
Can a med spa book consults overnight?
Yes, if whatever answers the phone can see open times. A med spa can use online booking, a service with calendar access, or an AI receptionist that offers a time and books it during the call.