Specialty Healthcare Stabilization: From Provider Texts to Codified Intake
A medspa acquisition in the Southeast discovered that patient retention was driven almost entirely by individual providers sending text messages from personal phones. There was no centralized intake tracking. Consultation forms were lost between the front desk and treatment rooms. The new owner could not see the daily pipeline, let alone forecast capacity.
We mapped the full patient lifecycle from first inquiry to follow-up. We deployed an intake triage agent to capture and route new consultations before they reached a provider inbox. We documented SOPs for front-desk handoffs and trained staff on a single system of record. Provider text messages were replaced with structured appointment and follow-up protocols.
Centralized intake eliminated lost consultations. The owner could see daily pipeline and capacity for the first time since close.
The medspa now operates from a single intake queue. New patient inquiries are triaged within two hours. Provider follow-ups are automated through the practice management system instead of personal phones. The owner receives a weekly brief on consultation volume, conversion rate, and scheduling gaps.
“We were losing patients to text threads we could not see. Now the intake board is the single source of truth.”
Principal, Southeast Search FundKey Metrics
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