Callitor · Stella for hearing & audiology clinics — tests, fittings and follow-ups booked right, sooner at the other branch when it helps

The problem

The booth is soundproof. The phone rings out.

01The phone rings while every booth is mid-test. It rings out; the patient books at the chain.
02A hearing test, a fitting and a follow-up are three lengths and three people. The grid treats them as one.
03Three branches, one number. “Sooner at Westfield” is something only the manager knows.

It's not that you need another clinic module. Someone has to pick up — patiently, clearly — know which visit needs which person, and make the sooner-elsewhere offer.

A call, while your hands are busy

Tuesday, 11:20. Every booth in use. A patient calls about her hearing aid.

Recognised, greeted by name, spoken to clearly. Stella tells follow-up from fitting, checks every branch, and offers the trade: wait here, or Thursday at Westfield.

Incoming call · Mrs. Bennett · patient

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Stella · Clearsound Hearing

ringing

0:00

Illustrative conversation. She adapts to what people actually say.

ThursdayWestfield · Dr. Amari

What she does, all day

Everything a good front desk does — plus she knows a test from a fitting.

The universal six, and two that matter when visits differ, branches are several, and the callers are older.

01

Answers every call, like a person would

No menus, no “press one”, no hold music, no disclaimer wall. Place, first name, how can I help — in one breath. Then she listens instead of interrogating. And she's there at 7:40 in the morning and 9 at night — when the parent thinks of it, not when you open.

“Good morning, this is Stella — how can I help?”

02

Books into the real book

She searches actual availability — who is where, doing what, for how long, in which chair or room — and never double-books. If she offers 2:20, 2:20 is free.

03

Reminds, and takes the reschedule call

Reminders go out ahead of time. When someone can't make it, she handles the flustered call with warmth and finds the next time without drama.

04

Fills the late cancellation

A cancelled four o'clock is the one slot you can't sell tomorrow. The moment it frees, she offers it — by text — to the people who've said they'd take short notice, who wanted earlier, or who owe a make-up. First yes takes it; nobody else hears about it.

“A 4:00 with Mr. Ellis just opened — want it?”

05

Tightens your day

A four o'clock cancels? She asks the five o'clock if they'd like to come earlier. Nobody is obliged, and it cascades — you finish at five, not six.

“The four's opened up — would you rather come at four?”

06

Learns each client, gently

Someone turns down a 9am; she stops leading with mornings for them. Preferences, never rules — and when she checks, she uses very few words.

“Mornings tough? I'll avoid them.”

07

Test, fitting, follow-up — different lengths, different people

A hearing test needs the audiologist for an hour; a fitting an hour; a follow-up half; a battery and tube change is the dispenser for fifteen. She books the right visit into the right person and never a per-person fudge.

“That's a follow-up with the audiologist — about half an hour.”

08

Patient, clear, and sooner at the other branch

She speaks slowly and clearly, one question at a time, and reminds by phone call for those who prefer it. Audiologists rotate; hours are per branch. She offers the other branch only when meaningfully sooner — with the place named.

Last-minute cancellations

A cancellation is not a hole. It's an offer to the next person — the same morning.

She takes the cancellation the moment it comes, whatever the hour — nobody waits for the desk to open. Runway is money: the earlier she knows, the more people she can offer the slot to once your outbound hours open, and the likelier it fills. Your policy — notice period, deposit, fee — is yours; she states it plainly, applies it the same way every time, and stays kind about it.

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Stella · Clearsound Hearing

text messages

8:44

Illustrative. Your policy, her words.

8:44Freed — Mrs. Bennett cancels by text
8:45Policy applied, rebook offered — kindly
9:00Outbound hours open — offered to 3 people who asked for short notice
9:12Filled — Mr. Green said yes; the rest hear “taken”
·Mrs. Bennett · call tomorrow · rebook

The freed slot goes to the people most likely to say yes: the short-notice list, the waitlist, make-ups owed, anyone who said “earlier if you can”.
First yes takes it. The others hear “taken” — never who, never why.
The make-up lands in a slot that would otherwise have gone empty; the freed slot earns today.
Your policy is applied the same way every time; the tone stays warm — especially to a parent with a sick child.
Outbound only inside your hours: she'll take a 7:40 text the instant it arrives and start offering the slot when your day opens — never before.
You see it on the panel — freed, offered, filled. Nothing to do.

Everyone on the short-notice list asked to be on it. Nobody is nagged; nobody hears another client's business.

And when it's your side

One sentence into the mic. She does the phoning.

Rain, a burst pipe, a birth, the autoclave, the hall double-booked — the whole block moves, and it's your call, not the client's. You say it once; she works out who's affected, offers each person the right alternative in their own words, waives the fee, logs the reason, and reports back. When it's an overrun rather than a closure she works by who can still act: the people who haven't left home yet get the call and the choice; the people already in the room get the honest ETA and a coffee; nobody further out is touched until the delay is still growing. Nobody hears why; nobody rings the desk.

The booth failed calibration — no tests today, keep fittings and follow-ups. Offer tests Thursday.

Stella, twenty minutes later4 tests touched · 4 moved to Thursday · fittings and follow-ups untouched · call reminders kept

Several branches, one number

Sooner, if your son can drive you to Westfield.

Audiologists aren't owned by a branch — presence is a schedule. Stella searches the patient's usual branch first and offers another only when it's meaningfully sooner, always with the place named.

Hours are per audiologist per branch; nobody is “assigned” to a building.
She asks a yes/no about place and accepts a real answer without re-asking.
Offers are always time and place; meaningfully sooner means days, not minutes.
Annual review is a standing arrangement — reminded by phone for those who don't text.

For your team

The booth stays quiet.

A panel at each branch's desk: who's next, what changed. One button to say “move Ben to four.” Aid manufacturers' reps and scam calls never make it to the floor.

Now10:32Westfield

Mrs. Bennett — 11:20, follow-up (whistling, left)then Kim at 1:00

Mrs. Bennett booked here from Main Street's queue — sooner; call reminder
Two battery visits booked for Saturday with the dispenser
A manufacturer's rep and a robocall handled. Nothing for you.

“I'm at Main Street on Friday instead — move my Westfield tests or offer Dr. Ito.”

A panel, not an appan always-on screen at the desk that answers one question in five seconds: who's next, for whom, and has anything changed? Everyone sees their own day; the owner sees the floor. Something to read, not operate.
One button, your voicepress it and say “move Ana to four, and call Peter back for me.” That's the whole interface. She does the machinery behind the glass.
The shieldsales calls, scam calls, realtors — they never reach you and never appear anywhere. Real callers can ask to be put through; you still choose whether to pick up.
Only what can't waitat the desk, things land quietly on the panel. Out of the building, your phone only buzzes for the next hour or two.
Your whole inbound“tell Peter I'll be home at seven” in the same breath as the schedule. The cost of a personal call is the context switch, not the two minutes.
You are the bossyour team's hours guide what she offers on her own. A direct instruction — from you or from the stylist whose chair it is — is simply carried out, silently, and teaches her nothing about “normal”.

Between patients, a glance is enough. Nothing to click.

What she will never do

Warm is not the same as loose.

No menus

Not a phone tree

No “press one”. No “your call is important to us”. No recorded disclaimers before a human word. Warm, short, present — and honest if you ask what she is.

No inventing

Never makes things up

She offers what's in your catalogue and staff profiles. She won't crown a “best” anyone or promise an outcome. A time she offers is a time that's free.

No gossip

One client never hears about another

A moved client hears “we need to move your Tuesday — let me find you another time.” Never who, never why. And once moved kindly, they're not yo-yo'd back.

No pretending

Honest about what she is

She doesn't lead with it and doesn't apologise for it. Ask, and she'll tell you plainly: she's the assistant. She helps; that's what people remember.

Early access

Give Stella your branches.

Your visit types and who delivers them, your audiologists and where they are on which days, your booths, your review rhythm. She's configured by hand for the first clinics — a few at a time.

Stella is in early access with a small number of practices and salons. Tell us about your phone and we'll tell you plainly whether she fits — and when.