How to Automate PatientNow

PatientNow runs a clinic that has to sell what it treats

PatientNow is practice management and EMR software for aesthetic and medical practices: med spas, plastic surgery, dermatology, IV therapy, wellness centres and the medical weight loss programmes that have grown fastest of all. It has been built for this market for two decades.

These practices sit oddly between medicine and retail. The clinical side is real. There are charts, labs, prescriptions and consent forms, and the treatments carry medical risk. The commercial side is just as real, because almost nothing here is covered by insurance. A patient chooses to spend their own money, compares prices, asks about financing, and can simply decide not to come back.

So the business runs two clocks at once. One is clinical: when the next dose is due, when labs should be rechecked, when a result needs a photograph taken beside the last one. The other is commercial: whether the person who came in for a consultation last Tuesday has booked anything since.

A consult that does not book is money nobody chases

The gap between a consultation and a booking is where most of the lost revenue in an aesthetic practice sits, and it is almost always a follow-up problem rather than a pricing one.

Someone comes in, gets a quote for a course of treatments, says they need to think about it, and leaves. Perhaps they started a financing application and never finished it. Perhaps they are waiting on a lab result. Perhaps they simply forgot. Whoever was going to call them is now with another patient.

The same thing happens on the clinical side of a weight loss programme. A patient is due for a monthly injection and has not booked. A prescription is sitting at a pharmacy that has its own portal and sends nothing back. Metabolic labs were meant to be rechecked and nobody has looked. A patient whose weight stopped moving two months ago has quietly stopped coming.

Nobody decided to drop any of these. They fell out of a list that only really exists in somebody's head.

PatientNow

Quotes that get a second call Everyone quoted in the last month and not yet booked, listed with the treatment, the amount and the days since.

Refills chased on the calendar Prescriptions checked at the pharmacy's own portal, so a missed pickup is caught before the next dose is due.

Financing answers brought back Applications read at the provider's portal, so an approval that landed on Friday is acted on first thing Monday.

PatientNow already automates the campaign and the reminder

To be fair to the platform, a great deal of this is covered, and the marketing side is unusually strong for an EMR.

Recura AI books, rebooks and nurtures leads around the clock, and Connect by Recura runs patient reactivation. Marketing covers lead capture, SMS and email automation, drip campaigns and patient segmentation. Reputation Manager sends review requests automatically and collects responses in a dashboard. Memberships bill themselves and carry their own perks, and Payments handles checkout, deposits and memberships. RxPhoto manages the clinical before-and-after photography. Insights Hub, the KPI Dashboard and AI Analytics report on the practice, AI Scribe drafts the note, and Labs Management and the Treatment Hub sit on the clinical side. QuickBooks, Canva, Cherry, CareCredit and a long list of lab vendors are connected.

That is a lot, and for anything happening inside PatientNow it is usually enough.

The things that are not inside PatientNow are the ones that cost money. The pharmacy portal that actually fills the prescriptions. The lab that was never connected. The review site where a complaint appeared this morning. The payer a reconstructive case is being argued with.

Refills, quotes and rechecks that follow themselves up

Memory is the weakest part of the follow-up list. The pharmacy, the lab and the review sites are all readable by anyone holding a coordinator's password.

Every patient quoted in the last month who has not booked, gathered into one list each morning with the treatment, the amount and how long it has been. Financing applications checked at the provider's own portal, so an approval that came through on Friday is used on Monday rather than found in three weeks. Prescriptions checked at the pharmacy, so a patient who never collected a refill gets a call before the next dose is missed.

Lab results retrieved from the ordering lab and set against the right chart, with overdue rechecks ranked by how overdue they are. New reviews collected from every site the practice appears on, so the one written this morning is answered today rather than next week. Patients whose weigh-ins have flattened flagged for a clinician to look at, and for a clinician only.

That last distinction is the whole safety model. Collecting and comparing run unattended. Anything that alters a clinical record, charges a card or reaches a patient is prepared as a draft, and a qualified person decides whether it goes.

The list of who to call back is the hard part

Making the call was never the difficult bit. Knowing who to call this morning, with the right detail already in front of you, is what takes the time nobody has.

WebRun is an AI agent that works a real Chrome browser, signed in the way your coordinators are. It opens the pharmacy portal, the lab, the financing dashboard or the review site, reads what is there, and leaves a list with the names and the reasons attached.

It runs on your schedule in a private environment of your own, sessions are not shared between tools, and a workflow can be restricted to an explicit list of domains. You can watch it run and stop it.

Each workflow below states which site it visits and what it leaves for you to send.