Introducing the Newest Advance in Health Care: Your Phone
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1 Introducing the Newest Advance in Health Care: Your Phone How Phone Technologies Can Help Your Health Care Clinic Keep a Full Schedule, Improve Customer Satisfaction, and Save Money
2 As a Health Care professional, you face an array of unique challenges. You need to stay updated on the research and developments in your field. You need to maintain good relationships with your patients. And you need to manage your practice as a business. How can you balance these diverse needs? The best solution would be to automate and simplify some of the business processes that eat up the time of your staff. These easily implemented strategies will help you improve customer satisfaction while enhancing your business success and you ll save some money to boot. (It s still up to you, though, to stay abreast of developments in your field.) Here s how Health Care Clinics of all types from doctors to chiropractors and from therapists to dentists and everything in between can simplify their businesses and thrive. Keep Your Appointment Book Full Your practice will only become its most profitable when your schedule is full. Open slots hurt, but not nearly as much as missed appointments. Current estimates presume that no-show appointments across health care range from 5-7 percent of all appointments. When a patient doesn t show up, you re left helpless: by the time you realize the patient won t attend, it s too late to do anything constructive with this slot. What can be done to improve this situation? The simple answer is an automated reminder service. A patient will receive a call a few days before her scheduled visit and will be asked to press 1 to confirm this appointment or press 2 to reschedule. If the patient asks to reschedule, her call can be automatically transferred to your office in order to find a new available time slot. This service is easily set up and can help in two ways: Fewer patients will miss their appointments when they receive a reminder call directly to their phone. An automated reminder call is more effective than a postcard and cheaper too. Save the time of your employees and save the money that used to be spent on postage. Even when customers must reschedule, you benefit by knowing this in advance. This is the perfect opportunity for practices with busy calendars to institute a waiting list: when a patient asks to reschedule, you now have the ability to send out automated phone calls to patients trying to get an appointment, filling in those gaps in your schedule. 1
3 Collect the Money You re Owed Accounts receivable is an essential task for every practice. How do you go about contacting people who owe you money? Reminder notices in the mail cost you money on stamps and supplies and are easily ignored amidst the piles of junk mail. Calls made by your staff are cheap but they eat up valuable working time for your employees. Get the best of both techniques with an automated reminder call sent directly to your patients phones. You ll accomplish the same goals in a more cost-effective way, while saving the time of your staff. We have tried other vendors to assist us with our reminder needs and Ifbyphone is clearly superior. Ifbyphone has saved us hours of employee time that would be used calling and reminding our patients of their appointments. John Kovak, DrKovak.com This approach has proven to be effective: A 2009 study published in the American Journal of Preventive Medicine, Impact of Mailed and Automated Telephone Reminders on Receipt of Repeat Mammograms: A Randomized Controlled Trial, concluded that, of the three reminder methods tested, automated telephone reminders were the most effective and lowest in cost. In short, automated reminder calls will minimize no-shows while providing you with the opportunity to replace these cancellations with patients who want to see you. 2
4 Improve Customer Satisfaction What s most important to your patients? When it comes to their health, people are looking for great service. Provide a comforting and professional experience for your patients and they ll keep coming back. The main portion of this effort What happens when patients call after hours? An off-hours medical hotline for patients with urgent medical questions will let them know that you support them, even in the middle of the night. You can automate obviously takes place in the office, but don t underestimate the importance of your pre- and post-visit communications. Think of these conversations as a form of marketing: each customer interaction is another chance to impress the patient with your professionalism and dedication. We already spoke about the benefits of automated reminder calls, but there are three additional ways to improve the out-of-office patient experience: Have lab results to share? Get this information to your patients more quickly by automating calls to tell them that the results have come in. Alternatively, create an automated hotline for patients to call to find out the results of their lab test. the call distribution process to direct emergency calls to the hospital, urgent calls to the doctor, and general calls to a voice mail for next-day follow-up. Do you serve patients in multiple areas? Make it easier for patients to call the right center by providing all patients with one easy-to-remember phone number that georoutes calls from patients to the nearest medical center and provides phone menus to route callers to the right department within that medical center. I've been using IfByPhone for a couple of months now for Account Receivable calling. Under our old manual method, one staff member devoted half their time to these calls each week. With Ifbyphone we are able to call everyone on our A/R list once per week in about 2 hours. Our monthly savings is almost $1000/mo. I would recommend IfByPhone to anyone who is looking to increase the efficiency of the A/R calling process. Researchers at Hamilton, Ontario s McMaster University determined in a 2008 study Automated Telephone Reminder Messages Can Assist Electronic Diabetes Care that 63% of patients indicated that they wished to continue to receive ATRS [Automated Telephone Reminder System] calls. Brian K., Weed Man Madison 3
5 Make Better Use of Your Staff What do all these solutions have in common? They automate the administrative tasks that previously ate up the time of your staff. In short, these strategies will save the valuable time of your doctors, nurses, and administrative Improve Your Marketing If your practice advertises, it s imperative that you know how effective these advertisements are. How do you know which ads are leading to new appoinments? Here s a simple strategy: assign a unique phone number to staff, allowing them to spend more time directly caring for patients in the office. Here s one more idea to better manage your staff: configure a hotline where nurses or other staff can call in sick, then automate the process of finding another person for the shift with a phone tree that calls down a list of available nurses until one confirms that he or she is available. Ifbyphone s Voice Broadcasting was incredibly easy to understand and use, even for someone like me who had never used this type of service before. I would highly recommend Ifbyphone because of their great customer service, the high quality of their product and its outstanding value. Rachel Tyrrell, The New Renaissance each online and offline advertisement, measure which advertisements actually generate new appointments, and optimize your advertising spend to generate more appointments and reduce advertising costs. From sales to support to management, Ifbyphone has exceeded our expectations and impressed us with its innovative technology and exceptional customers service. Trang Dawson, VP of Information Technology, DiabetesAmerica 4
6 Conclusion As much as your practice is about providing great care to your patients, it s also a business. While your main concern will always be these patients, these phone solutions will help you run this business more effectively, improving everything from your appointment calendar to your accounts receivable, and from your customer satisfaction to your marketing. And, most important, these solutions will free up the time of your employees so that they can spend more time caring for your patients in-office. You don t need to be a tech genius to make this work; our helpful staff will personally guide you through every step of the process. Give us a call to learn more about these affordable and easily configured business solutions. I have never worked with more helpful customer service reps than Ifbyphone's employees. How DiabetesAmerica Saved $240,000 Per Year DiabetesAmerica is a comprehensive health center and management program for individuals with diabetes, with 17 locations across Texas and Arizona. When their outsourced call center became cost-prohibitive, DiabetesAmerica looked for an alternative to manually routing over 600 daily inbound calls for appointment booking, insurance verification, prescription refill requests, and physician referrals. With Ifbyphone s help, DiabetesAmerica set up their own in-house call center with automated phone menus to route callers to the appropriate health center. The call center software also provided DiabetesAmerica with daily reporting of agent performance and call center metrics. DiabetesAmerica recognized a full range of benefits including reducing monthly costs by over 50% and improving customer satisfaction, as patients preferred to speak directly with DiabetesAmerica staff members than outsourced agents. With this solution, DiabetesAmerica saved more than $240,000 per year. Sheila Styron, President, Guide Dog Users 5
7 About IfByPhone Ifbyphone, a leading provider of voice applications for customer interactions, helps businesses of any size enhance customer communications, improve lead conversion, and reduce customer churn. The Ifbyphone suite of applications manages, measures and automates voice communications, is configured via a self service web based customer portal and works with any telephone. The cloud based services provides call tracking, dynamic inbound call routing with IVR screening, outbound call automation, virtual call center applications and a highly flexible family of API based integration tools. Ifbyphone, Inc Bronx Ave. Skokie, IL Twitter: Facebook:
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