Recent Study Confirms HouseCalls’ Effectiveness as Collections Tool
Mobile, AL, January 28, 2008 – TeleVox Software, a leading provider of communication solutions, recently released the results of a product effectiveness study with one of its healthcare clients.
Kelsey-Seybold Clinic, a Houston-based organization serving over 300,000 patients among 18 locations, documented collections results with TeleVox’s HouseCalls automated messaging system over a two-year period. As a result of implementing HouseCalls into its collections process, the clinic has experienced annual collections nearly four times greater than before HouseCalls.
When compared to the nine-month period preceding the HouseCalls transition, the first quarter of HouseCalls usage resulted in a 61.9% increase in credit card collections. Since that immediate success the number has steadily risen, peaking at a 255.2% increase over the pre-HouseCalls average in the first quarter of 2007.
HouseCalls automated messages are delivered to patients who are at least 90 days past due on their account. The messages are delivered in natural voices and display the Kelsey-Seybold name on patients’ Caller ID.
If an outbound collections call reaches a patient’s answering machine, the message includes a phone number that patients should call to discuss an “important matter”. No sensitive patient-specific information is given in the outbound call. Patients who answer the outbound call hear a similar message, but are then given the option to transfer directly to a live agent, who handles the call from that point. Should patients choose to resolve their balances during the call, their payment options include check by phone, credit card and withdrawal from a checking or savings account.
Kelsey-Seybold began using HouseCalls in collections in 2005. Traditional collections methods were not effective in managing the clinic’s large number of accounts. In addition to mailed account statements, four employees were tasked with making manual phone calls to past due patients.
“Our manual collection calls didn’t even make a dent in our list of patients that required contact,” says Carmen Hatchett, Customer Service Supervisor for Kelsey-Seybold.
Organizations interested in learning more about Kelsey-Seybold Clinic’s success are encouraged to contact TeleVox at 1-800-644-4266 or visit www.televox.com.
About TeleVox - TeleVox Software, Inc., an affiliate of West Interactive Corporation, is a leading provider of communication solutions for the healthcare industry. With over 15 years of experience, TeleVox offers a full range of products, including outbound messaging and inbound IVR applications. Supported by a state-of-the-art infrastructure, TeleVox solutions resolve time-consuming communication issues associated with appointment reminders, patient notifications and patient inquiry. TeleVox has a worldwide presence in over 14,000 practices and organizations and delivers millions of messages weekly via telephone and the Internet.
Contact:
Allison White
TeleVox Software, Inc.
800-644-4266
allisonw@televox.com