Cosmetic Surgery Affiliates

Call Flow

1. 1

   Greeting — be warm, they took the first step

   Inbound: "Thank you for calling Cosmetic Surgery Affiliates. May I have your name and best phone number in case we get disconnected?" Then: "I'm so glad you called. Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes. What made you reach out today?"

   • Outbound: "Hi, this is [Your Name] calling from Cosmetic Surgery Affiliates. Am I speaking with [Patient Name]? Great! Do you have a few minutes? Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes."
   • Reminder — do not read aloud: Check GHL Procedure of Interest and Appointment Day/Time!
2. 2

   Discovery — build rapport before booking

   • Open with "How can I assist you today?" then let them talk.
   • Go deeper: How long have you been thinking about this? What's been holding you back?
   • Validate: "Congratulations — you took the first step. I'm here to help!"
3. 3

   Qualify — confirm fit & prep before booking

   • Confirm location — OKC or Jacksonville.
   • Age check — all patients must be over 18 to book.
   • Appointment type — what do they want? If unsure, confirm it is a type Boost books (see Appointment Types).
   • New patient, or existing patient looking at a new procedure?
   • Anything else → transfer (see Transfer & Callback).
   • Consult fee — review so there are no surprises: $100 for in-office or Long Distance Virtual consult (meets the surgeon); applied to the surgical fee when they book. Free virtual is available if they refuse the fee — but no surgeon will see them (least preferred). Credit card required to book; no card → offer free virtual or transfer.
   • Consult info: 60–90 minutes. Meet the team to review their information and desired results; surgeons provide a personalized treatment plan, the team answers questions and provides a quote and financing options. Who they see depends on the appointment type.
4. 4

   Schedule — apply the rules, use the correct link

   • OKC — Ask first: "Do you have a preferred surgeon?" (Nuveen, Smith, Meyer, or none). Specific surgeon → book under that surgeon's appointment type.
   • OKC — Rhinoplasty: Dr. Nuveen consult only. Injectables: use Nurse Injector Alecia Ary appointment type.
   • Jacksonville — All surgical: Dr. Caplin is the only surgeon. No dates work → transfer.
   • No credit card → offer free virtual or transfer.
   • Offer two date/time options. If they want a callback instead, collect name, number, preferred time, and time zone, then log it in the callback calendar.
   • Booking links — OKC: NexHealth Oklahoma City. JAX: NexHealth Jacksonville.
5. 5

   Patient Education — wrap up

   • Always cover: appointment date/time/provider/location; appointment instructions (e.g., no contacts, bring insurance); how to reschedule; congratulate & close.
   • CSA specific: Virtual consult? They will need to send clear photos; a join link is sent in advance.
   • CSA specific: Their medical history is sent before the appointment — ask them to fill it out in advance.