A similar retrofit on your existing stack?
Every engagement starts with an audit, operational review of current stack, call flow, and staffing model.
Scale / Existing Stack
How a $5M+ oculofacial plastic surgery practice captured after-hours demand
without replacing its existing stack
Weave, TouchMD, and Nextech stayed in place. Hello layered AI voice, agents, and Mercury compliance on top. No replacement. No migration. No lost productivity.
Practice
- Practice
- Oculofacial Plastic Surgery
- Location
- Denver, Colorado
- Practice shape
- Multi-provider cosmetic surgery and med spa
- Deployment motion
- Scale / Existing Stack
- Existing systems
- AI systems deployed
The problem
Marketing was outrunning operational capacity
Call volume had grown beyond what a multi-provider front desk could absorb. After-hours inquiries from a national-reach cosmetic patient base routed to voicemail, and most never called back. The existing stack was not the problem: Weave handled phones, TouchMD managed visual consultations, and Nextech ran practice management. All three were the right systems. The gap was between marketing demand and operational bandwidth.
The solution
An AI and compliance layer built on top of what worked
Hello deployed four service families as a single coordinated engagement: audit, voice, agents, and compliance. Each layer tested in shadow mode against live operations before go-live. No systems replaced. One accountable team owned every step from discovery through steady state.
What was deployed
Six capabilities deployed, zero systems replaced
Each capability shipped with explicit routing rules, escalation logic, and BAA-backed compliance coverage from day one.
AI Voice Agent
1,400+
Monthly calls handled
Before
Phones unanswered after hours. 1,400+ monthly calls exceeding front-desk capacity. After-hours callers went to voicemail and rarely called back.
After
Every call answered 24/7. Books directly into Nextech. Escalates VIP and surgical cases to staff in real time.
Lead Qualification
127
After-hours captured, 60 days
Before
Front desk manually screened all new patient inquiries. After-hours callers routed to voicemail, acting as lost revenue.
After
AI qualifies every inbound lead. High-value surgical and VIP cases surface immediately for staff.
Revenue Operations
Before
No automated follow-up or booking outside business hours. Qualified leads waited until the next business day for scheduling.
After
Revenue-ops agent follows up and routes to booking without waiting for business hours. Qualified leads convert faster with automated scheduling.
Patient Intake
50%
Front-desk call burden reduced
Before
Intake coordinated manually. Surgical patients waiting on callbacks that were delayed during high-volume periods.
After
Intake workflow automated end to end. New patients processed without front-desk bottleneck.
Post-Surgery Automation
Before
Post-operative follow-ups dependent on staff availability. Surgical patients waiting on callbacks during high-volume periods.
After
Automated post-surgical communication sequence: check-ins, care instructions, and escalation triggers ship with every procedure.
Mercury Compliance Layer
0
Systems replaced
Before
AI data paths across Weave, TouchMD, and Nextech had no BAA coverage or audit-ready evidence. Every new integration added compliance exposure.
After
Mercury runs HIPAA-aware controls across every integration: encrypted retention, audit logs, and BAA coverage from day one. Runtime telemetry: green at go-live.
The outcome
Operational capacity increased, existing stack intact
1,400+
Calls handled monthly
127
After-hours captured, 60 days
50%
Front-desk call burden reduced
0
Systems replaced
In their words
What Dr. Zamora says about the engagement
Hello took the part of the practice that was breaking, call volume, and fixed it without touching the systems that were working. We did not lose a single hour of staff productivity to migration. We added 1,400 monthly calls of capacity instead.
Is this your motion?
When this pattern fits, and when it does not
Use this as a readiness check before booking a consultation.
Strong fit
- $3M+ annual revenue healthcare practice with high inbound call volume
- Existing stack that works operationally (Weave or similar engagement layer, Nextech or similar PMS)
- VIP, surgical, or high-value cases that cannot be diluted by triage work
- Leadership ready for done-for-you implementation, not pilot-only or single-agent engagements
Not the right motion
- The practice is actively migrating PMS or core telephony within the next 90 days
- There is no executive owner available to partner on the engagement
- Scope is limited to a single-function AI add-on rather than end-to-end implementation
- The practice cannot stand up BAAs across its existing integrations
Next step
Be the next case study
An audit if you need diagnostic clarity before commitment. A consultation if scope is already clear and you want a written statement of work.
Either path lands you with the same accountable team and the same SOW.
HIPAA + BAA-backed
Live in 10 days
Done-for-you implementation