Surgeon Onboarding

Our Goal: Get a decision-maker on the line and live-transfer them to Niki. That’s it. You are not selling, pitching, or explaining the service. You are opening the door.

NIKI’S JOB: Close the partnership. Once you patch through, your job is done.

How to Process Leads:

Leads are found here: https://docs.google.com/spreadsheets/d/1XH9V290vaE9UPkFku2LTGdVkK2Tmm3H_HR0SWFB6b6Y/

1. Identify what practice does the clinic do. We only call clinics that practice plastic surgery. If they only do medspa, we skip the lead. If they do both, we still contact since they still do plastic surgery.

2. Once a leads are identified - Notify Niki via Slack that you will start dialing.

3. Call a lead - Select one of the scripts available (Variants A to C)

4. Scenario based outcome:

   • If agreed for transfer:

     1. Put the hold for a few seconds.

     2. Notify that a transfer is being done via slack with the lead's information (Refer to the pinned message). Wait for confirmation. Sample:

        • Hey Niki - I have a  lead ready for transfer. Can I transfer? Here are the details:
          Who Answered: Dr. Lissa
          Outcome: Agreed for transfer.
          Script Used: Variant A

     3. Once a go signal is given. Proceed with the transfer.

   • If no answer:

     1. Do not leave a voicemail, call back at a different time.

   • If requested for a direct callback from Niki, gather the time and date (timezone). Ping Niki in Slack. Refer to the pinned message. It is the thread for scheduled call backs.

5. On the lead file , update the rows with the required information. Leave your notes including the required information:

   • Who answered, their name, outcome, and which script variant you used.

Continue calling leads until we have a confirmed transfer. Once a successful transfer is made, stop dialing to give time to niki to close the discovery call (10 mins). After 10 mins, go back to step 2. 

GROUND RULES

1. Every call ends with a patch-through attempt or a scheduled callback. No dead ends.

2. Keep your opener under 15 seconds. Front desk staff will cut you off — survive the first two sentences.

3. You are not selling. You are confirming availability. Language matters — “confirm fit” not “sign up.”

4. Never leave a voicemail unless instructed. If no one answers, call back at a different time.

5. Log every call: Who answered, their name, outcome, and which script variant you used.

SCRIPTS

VARIANT A — The “Not Marketing” Opener

Best for: Admins, gatekeepers, skeptical front desks 

"Hi, this is [Caller] with AestheticMatch — quick note up front: this is not advertising or lead sales.

We’re a patient-matching concierge, and we currently have consultation-ready patients looking for a surgeon in your area.

I’m calling to see if Dr. [Name] would be open to a brief conversation to confirm fit before we route these patients elsewhere. Can I connect you with Niki now?"

Patch-through trigger: Disarms the gatekeeper — “not marketing” bypasses the reflex block

VARIANT B — Scarcity / FOMO

Best for: Competitive markets (Miami, LA, NYC, Atlanta)

"Hi, this is [Caller] with AestheticMatch.

We’re finalizing surgeon coverage in this market and currently have surgery-ready patients waiting to be matched.

We limit coverage to avoid patient dilution, so before we move forward elsewhere, I wanted to check interest. Can I connect you with Niki to review next steps?"

Patch-through trigger: Urgency + scarcity — coverage is closing, patients are moving

VARIANT C — Forbes Health Authority

Best for: Experienced surgeons, selective or brand-conscious practices

"Hi, this is [Caller] calling on behalf of AestheticMatch.

We partner with Forbes Health to help patients make informed decisions about choosing the right surgeon — not just the loudest marketer.

We currently have surgery-ready patients seeking a surgeon in your area, and I’d like to confirm whether Dr. [Name] would be open to a brief conversation. Can I connect you with Niki, who oversees our provider partnerships?"

Patch-through trigger: Forbes credibility + patients waiting — authority play

UNIVERSAL PATCH-THROUGH CLOSE

If they say yes: “Great, let me connect you with Niki right now — one moment.”

If they hesitate: “It’s a brief call just to confirm patient fit — should I connect you now?”

If they stall: “Totally understand. Niki’s availability is limited today — can I grab the best email and have her follow up within the hour?” 

REBUTTALS