By Stericycle Staff | Jul. 22, 2014
Learn how one-call appointment scheduling can increase your new patient visits.
One means to increasing both patient access to care and patient engagement is providing one-call resolution when an office visit is needed. Appointment scheduling in one call, rather than under the traditional patient-leaves-a-message-and-waits-for-a-return-call scenario, can expedite care and reduces the risk that the patient will put off care or forego it completely. For care providers, one-call appointment scheduling can support patient acquisition and patient retention objectives. To see the contrast between one-call appointment scheduling and how appointments have traditionally been set.
Missed appointments, missed revenue
The San Antonio Orthopaedic Group (TSAOG), practicing since 1947, has grown significantly in recent years. Predictably, TSAOG also has experienced some growing pains. Due to competing internal priorities, TSAOG was struggling to manage inbound and outbound patient communications with their current internal resources. As a result, TSAOG lost numerous patient scheduling opportunities, experienced poor patient and physician satisfaction and was unable to acquire new patients. Clearly, the status quo would not support both the need for increased patient access and profitable practice growth—a new approach to appointment scheduling was needed.
Call center services partner sought
TSAOG began searching for a call center services partner to provide one-call resolution to patients needing to schedule an appointment. The practice selected Stericycle Communication Solutions, which offers appointment scheduling as part of our Daytime Call Management services. Stericycle Communication Solutions is scheduling appointments directly for seven TSAOG office locations across the San Antonio area and handling about 200 calls a day in the process. As part of the “one-call resolution solution” we offer, our customer experience experts complete patient registration, gather insurance information, collect demographic information and then schedule the appointment in electronic health records (EHR) systems including athena, eClinicalWorks, Epic, McKesson Practice Plus, Misys Tiger, Medent and NextGen.
Measureable benefits for TSAOG
To date, TSAOG has reaped significant benefits from the partnership:
- We have given TSAOG a return on investment of 2.5 and a 23 percent increase in scheduled patient revenue generated from additional appointments among existing and new patients.
- New patient visits increased an average of 194 per month, increasing revenue by 11 percent.
- Established patient visits increased by an average of 508 per month, increasing revenue by 12 percent.
- Patient satisfaction scores for scheduling convenience jumped by a full 10 percent since TSAOG selected Stericycle Communication Solutions, increasing to 95 percent after the relationship began.