“Our experience with Urge was a complete transformation. From day one they were fully engaged, from revamping our website to social content, they delivered at every turn.”
Services · Lead Management
Lead Management That Turns Inquiries Into Booked Patients
The fortune is in the follow-up.
A new patient inquiry has a shelf life measured in minutes. Our lead management system catches every one, answers it before it cools, and follows up until it turns into a booked appointment.
- One inbox for every inquiry
- An answer in seconds, not hours
- Privacy-first patient handling
- Since 2003 in medical + aesthetic
OVERVIEW
Our lead management system is built for medical and aesthetic practices. It captures every inquiry from calls, forms, web chat, and ads in one place, responds automatically within seconds, nurtures the patient until they book, and tracks each lead through to a booked appointment. Harvard Business Review research found companies that responded to a web lead within an hour were nearly seven times as likely to qualify it as those that waited longer.
The stakes
Why does a five-minute response decide whether a patient books?
Because a patient inquiry decays fast. Harvard Business Review research found companies that responded to a web lead within an hour were nearly seven times as likely to qualify it as those that waited longer.[1] Yet the average response time was about 42 hours, and 23% of companies never responded at all.[2]
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The window is brutal. The patient filling out your form at 9pm, or calling while your front desk is in a procedure, is also looking at three other practices. Whoever answers first usually wins the consult.
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The follow-up is the whole game. And it cannot depend on someone having a free minute.
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Minutes, not hours A new inquiry cools fast, so the system answers in seconds, while the patient is still deciding.
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42 hours The average time companies took to respond to a web lead in Harvard Business Review’s research, and 23% never responded at all.[2]
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~7× within the hour Harvard Business Review: companies that responded to a web lead within an hour were nearly seven times as likely to qualify it as those that waited longer.[1]
Two decades in medical + aesthetic
We have watched where leads leak for two decades
We have marketed aesthetic and medical practices since 2003, and we have seen exactly where new patients disappear: the after-hours inquiry no one sees until morning, the front desk slammed during a procedure, the lead that calls once, gets voicemail, and never tries again. We did not guess at the follow-up. We built it around the leaks we already know are there, so the patients other practices lose quietly become the ones who book with you. This is the core pain we close: leads slipping through the front desk.
We know where leads leak
The after-hours inquiry no one sees until morning, the front desk slammed during a procedure, the lead that calls once and never tries again, mapped over two decades in the vertical.
We built the follow-up around the leaks
We did not guess. The system is built around the gaps we already know are there, so the first touch never depends on a free minute at the desk.
A partner, not a vendor
Someone who already knows the business, not a vendor handing you software. The patients other practices lose quietly become the ones who book with you.
Addressing the real concerns
"We don't have time to learn another complicated system."
You won’t have to. We set the system up, configure the automations, and write the messages. Your team gets a single, simple inbox, not a software rollout. The system does the chasing; your front desk just has real conversations with patients who are ready.
"We've been burned by automation that feels robotic to patients."
So have a lot of practices, and it is why we write every sequence for aesthetic and medical patients specifically. The first response is an instant, human acknowledgment, not a blast. The follow-up sounds like your practice, because we built it to. Patients should feel looked after, not processed.
"Leads still slip because nobody follows up, and we can't tell where they came from."
That is exactly the gap our lead management system closes. Instant automated response means the first touch never depends on a free moment at the desk, the pipeline shows every lead that still needs a call, and reporting shows you which sources actually produce booked consults, so follow-up is a system, not a hope.
"Is patient information handled safely?"
Yes. Our lead management system is built with HIPAA in mind, with privacy-first handling of patient contact information and communications. We keep the patient relationship protected at every step.
What's included
Every lead, captured and worked, automatically
Our lead management system picks up the moment a patient reaches out, so no inquiry sits unanswered. And you do not have to run any of it. We set it up for your practice, write the messages in your voice, and tune the follow-up so your team gets a simple inbox, not another software project.
One inbox for every inquiry.
Calls, website forms, web chat, and ad leads land in a single place, so nothing lives in a personal voicemail or a sticky note.
An answer in seconds, not hours.
The moment a patient submits a form, the system replies automatically with a real, on-brand message, then keeps the conversation going until your team steps in.
No missed call goes dark.
If a call comes in and no one can pick up, the caller gets a text back within seconds so they keep talking to you instead of dialing the next practice.
Inbound callers connected to you.
A new lead can be routed straight to your front desk and connected on the spot, while the patient is still holding their phone.
Follow-up that runs itself.
Patients who are not ready yet get a nurture sequence written for aesthetic and medical patients (helpful, human, never spammy), so they come back when they are ready.
Nothing slips through the cracks.
Every lead moves through a clear pipeline, from new inquiry to booked consult, so your team always knows who still needs a call.
Fewer no-shows.
Automated reminders and easy rebooking keep booked patients on the calendar.
Reviews on autopilot.
Happy patients get a timely, private nudge to leave a review.
Reporting you will actually read.
See lead volume, response time, and how many inquiries became booked consults, in plain language.
Why Urge
Built to catch every inquiry and work it until it books
We set it up and run it.
We configure the system, build the automations, and write the messages in your voice, so your team gets a simple inbox instead of another software project.
Written for medical and aesthetic patients.
Every sequence is written for your patients specifically, so the first touch is a human acknowledgment and the follow-up sounds like your practice, never a robotic blast.
Built with HIPAA in mind.
Privacy-first handling of patient contact information and communications, so the patient relationship is protected at every step.
Two decades watching where leads leak.
Since 2003 we have marketed aesthetic and medical practices and seen exactly where new patients disappear. We built the follow-up around the leaks we already know are there.
How it works
From first inquiry to booked consult
Capture
Calls, website forms, web chat, and ad leads land in one inbox, so every inquiry is captured from a single place instead of scattered across voicemail, email, and notes.
Respond
A form submission triggers an immediate, on-brand reply, and a missed call triggers a text back within seconds, so the patient keeps talking to you.
Nurture
Patients who are not ready yet get a nurture sequence written for aesthetic and medical patients, so they come back when they are ready.
Book
Every lead moves through a clear pipeline to a booked consult, with reminders and easy rebooking to keep patients on the calendar.
Report
See lead volume, response time, and how many inquiries became booked consults, in plain language.
Selected work
Follow-up that caught the patients others lose
A few examples of the work, and what changed once every inquiry was answered in seconds.
MedSpa
Every after-hours inquiry, answered before morning
Calls, forms, and ad leads pulled into one inbox with an instant automated reply, so the 9pm inquiry stopped sitting unanswered until the front desk got a free minute.
Plastic Surgery
No missed call goes dark
A missed-call text-back and a pipeline that shows every lead still needing a call, so callers who hit voicemail kept talking to the practice instead of dialing the next one.
Dermatology
A nurture sequence that books the not-yet-ready
A follow-up sequence written for aesthetic and medical patients, so inquiries that were not ready on day one came back and booked when they were.
Results vary by practice and market. The work above is shown for the kind of problem we solve, not as a performance guarantee.
Prefer a human over a contact form? (so does your patient)
That’s the whole point. Talk with a senior strategist about catching every lead before it goes cold. Since 2003, no bots, no junior rep.
FAQ
Lead Management questions, answered
Our lead management system is built for medical and aesthetic practices. It captures every inquiry from calls, forms, web chat, and ads in one place, responds automatically within seconds, nurtures patients until they book, and tracks each lead through to a booked appointment. We set it up and run it for your practice.
Automatically, within seconds. A form submission triggers an immediate, on-brand reply, and a missed call triggers a text back within seconds so the patient keeps talking to you. Speed is the point: Harvard Business Review research found companies that responded to a web lead within an hour were nearly seven times as likely to qualify it as those that waited longer.
Yes. Calls, website forms, web chat, and ad leads all land in one inbox, so every inquiry is captured and worked from a single place instead of scattered across voicemail, email, and notes.
No. The instant reply is a human acknowledgment, and every follow-up sequence is written for aesthetic and medical patients in your practice’s voice. The goal is a patient who feels looked after, not processed.
No. We set the system up, build the automations, and write the messages. Your team works from a simple inbox and a clear pipeline. We handle the system; you have the conversations.
Our lead management system is built with HIPAA in mind, with privacy-first handling of patient contact details and communications.
No. Urge engagements are month-to-month, with the only requirement being 30 days’ notice of cancellation.
Yes. Our core is aesthetic and cosmetic medicine, including MedSpas, dermatology, and plastic surgery, and we also run lead management for dental, OB/GYN, ophthalmology, and general practice, and for hospital systems and larger medical groups. The system is the same; the messages and follow-up are tailored to your specialty and your patients.
Still have a question we didn't answer?
Send it over and a strategist will reply with a straight answer (and a tailored plan) within one business day.
Sources
Related Work
Related Insights
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Stop letting new patients slip away
Every inquiry you don't answer fast is a patient booking somewhere else. Let's set up the follow-up that catches them.
