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A Case Study by The Hour
Virtual Receptionist & Appointment Management for a Multi-Location Wellness Clinic
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Company Overview
Professional Front Desk Support Without the Overhead
THE HOUR provides premium virtual receptionist services to clinics, wellness centers, and personal care businesses looking to improve appointment handling, client communication, and front desk efficiency. From live call answering to schedule management and CRM updates, our VAs help you deliver a polished customer experience remotely.
We’ve helped wellness brands, dental offices, dermatology clinics, mental health providers, and multi-location salons offer responsive, courteous, and timely communication with no missed calls.
Looking for a virtual front desk team that works like in-house staff?
The Client
Scaling a Multi-Location Wellness Clinic with Professional Virtual Receptionists
Our client operates a chain of wellness clinics across three cities, offering services like physiotherapy, chiropractic care, massage therapy, and IV therapy. Each location had its own booking system, and front desk teams were overwhelmed managing calls, reschedules, and new client onboarding.
The Challenge
As bookings surged, so did the operational noise:
High Call Volume
Missed calls during peak hours meant lost revenue.
Inefficient Scheduling
Appointment clashes and double-bookings were common.
Limited Availability
Clinics closed at 6 PM, but many leads came after hours.
The Solution
THE HOUR designed a unified receptionist and appointment management solution:
Discovery Call & System Audit
Assessed current tools (Jane App, Google Calendar, VoIP)
Trained Receptionist VAs
Assigned VAs with medical appointment experience and HIPAA awareness.
Live Call Answering
9 AM – 9 PM coverage across all time zones using VoIP integration.
Centralized Scheduling
Synced all bookings into a single calendar view across locations.
Intake & Reschedule Handling
Collected patient info, offered next-available slots, and managed cancellations via SMS/email.
CRM & EMR Coordination
Updated client profiles and notes after every interaction.
The Verdict
Here’s what changed after working with us more time saved, less cost, and a stronger team.
