Alegent Health Clinic – Omaha, NE
Situation
Alegent was considering adding phone notifications to extend collections from its current mail-only efforts. Past due account volume was too high for patients to be contacted through manual phone calls.
Results
Since adding HouseCalls notifications, Alegent has increased its monthly collections by 26%. They are getting $74 in return for every $1 spent with TeleVox – a 55% greater ROI than mail-only collections efforts.
HealthCare Management Consultants
Situation
This consulting firm evaluated the benefits of the HouseCalls automated messaging system in live healthcare environments, focusing on time/cost savings, staff acceptance and patient acceptance.
Results
The study found average no-show reductions of 30% compared to no appointment reminder calls, an average $25,000 annual reduction in direct appointment reminder costs and high levels of staff acceptance. 94% of HouseCalls clients expressed satisfaction with the system - an outstanding figure compared to other HCMC studies.
Houston Eye Associates — Houston, TX
Situation
The practice needed efficient appointment reminder delivery while maintaining personal touch and keeping expenses at a minimum. Houston Eye also sought to schedule additional visits from thousands of one-visit patients it had previously served.
Results
After one year of HouseCalls usage for automated appointment reminders, Houston Eye reduced its no-show rate by 30%. Marketing calls had a 25% success rate, generating 6,000 additional visits and $900,000 in revenue over the year.
Kelsey-Seybold Clinic — Houston, TX
Situation
Traditional collections methods were not effective in managing past due balances for a patient base of over 300,000. Mailed account statements and manual phone calls were replaced with HouseCalls automated notifications to increase collections.
Results
Kelsey-Seybold increased quarterly outbound collections by as much as 255% while streamlining the entire account balance notification process.
MD Anderson Cancer Center — Houston, TX
Situation
High missed appointment volume was causing the Cancer Prevention Center to lose thousands in potential revenue each month.
Results
Since implementing HouseCalls appointment reminders, MD Anderson's missed appointment rate has decreased by 42%, retaining over $230,000 in annual revenue. Labor and supply costs of previous patient reminder methods have been reduced by over $18,000 annually.
MU Health Care — Columbia, MO
Situation
University of Missouri Health Care sought a way to decrease A/R accounts without adding greater contact responsibilities to their self-pay team.
Results
HouseCalls has enabled MU Health Care increase daily account contact by 54% while decreasing the average lifespan of an A/R account by 14%. The resulting annual increase in total collections is over $463,000.
Piedmont Healthcare – Atlanta, GA
Situation
Piedmont was challenged by limited collections staff resources to contact past due accounts. Primary focus was being placed on high balance accounts, and the majority of other account never received contact.
Results
In their own words, Piedmont "went from being an outbound calling unit to an inbound unit that handles patient response to TeleVox notifications". The response rate to TeleVox messages is 25%, and total collections are up 22%.
Physicians Care of Virginia — Roanoke, VA
Situation
PCV was plagued by numerous collections-related problems. The practice had more than $700,000 in accounts receivable. High employee turnover in the collections department made it nearly impossible to decrease the practice's bad debt, and many of the doctors objected to bringing in an outside collections agency.
Results
In the first six months after implementing the HouseCalls automated messaging system, PCV experienced a 43% decrease in delinquent accounts and a $500,000 increase in collections. PCV also saw a reduction in accounts receivable days and increases in accounts committed to payment plans and average dollars collected per account.
Saint Barnabas Ambulatory Care Center – Livingston, NJ
Situation
Saint Barnabas sought a way to increase appointment volume for bone density testing while reducing their financial investment in these promotional efforts.
Results
A TeleVox phone campaign delivered a 3.9% conversion rate within the first 20 days, and Saint Barnabas estimates $26 in revenue generated for every $1 spent on the TeleVox outreach.
UNC Health Care — Chapel Hill, NC
Situation
UNC Health Care's Ambulatory Care Center was spending over $366,000 annually on appointment reminder mailers and nearly $1.3 million annually on manual reminder calls. UNC automated appointment reminders with HouseCalls to redeploy personnel and reduce high mailing costs.
Results
UNC has saved approximately $5,000 in postage and printing costs and several hundred thousand dollars in annual employee salaries after reallocating those FTE to other important job functions.
United Regional — Wichita Falls, TX
Situation
United Regional partnered with TeleVox to more efficiently communicate with their patients. Goals for the project included reducing patient no-shows through more consistent appointment reminders, increasing staff productivity by passing the task of these communications to TeleVox, and improving service utilization by proactively filling potential holes in the appointment schedule.
Results
United Regional has reduced its patient no-show rate by 45%, and the staff has achieved a 65% appointment refill rate from advance notice of patient cancellations. Through TeleVox's patient balance notifications, United Regional has collected $127 for every $1 spent.
University of Pittsburgh Medical Center — Pittsburgh, PA
Situation
UPMC was using an automatic dialer to more efficiently deliver account balance notifications, with minimal success in actually connecting to patients. UPMC was limited both by the high number of attempts required to generate live answers and the small number of personnel available to monitor calls and handle live connections (even though there were few).
Results
The HouseCalls automated messaging system has driven a complete workflow change, optimizing collections personnel time and allowing the reallocation of 9 FTE positions to other areas. Cash collections have increased by 290%, an annual increase of over $2.6 million.
Vanderbilt Medical Center — Nashville, TN
Situation
Before turning to automated appointment reminders, Vanderbilt relied solely upon mailed reminders. The disadvantages of mailed reminders became evident. Printing and postage expenses were adding up and the large gap between reminder date and appointment had a negative effect on patient attendance.
Results
Thanks to HouseCalls automated appointment reminders, Vanderbilt has saved $74,000 in postage and retained over $2 million in revenue annually.
