Case Studies


Case Studies

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West Resources

Alegent Health Clinic – Omaha, NE

Alegent has added phone reminders to mailed statements to increase collections by 26%. Alegent has collected $74 for every $1 invested in phone outreach – a 55% greater ROI than previous mail-only collections efforts.

Annapolis OB-GYN – Annapolis, MD

Annapolis OB-GYN has generated a 24.4% booking rate from recall reminders, 16% response from payment reminders and greater customization of appointment-related messages.

Automated Messaging Drives Adolescent Immunizations

West messaged over 3,000 parents/guardians of adolescents in need of immunization using multiple channels and found that for every $1 spent on outreach, $115 was collected in gross reimbursement.

Automated Telephone Calls Improved Completion of Fecal Occult Blood Testing

Kaiser Permanente Northwest sought to determine the effect of an automated telephone intervention on completion of fecal occult blood testing (FOBT).

Baton Rouge General – Baton Rouge, LA

Patient adoption of text messaging has led to a 76% higher appointment reminder response rate while improving service to walk-in and same day patients.

Cardiology of Virginia – Midlothian, VA

Since delivering recall and appointment reminders through West, Cardiology of Virginia has reduced communication costs by 68% and decreased patient no-shows by 27%.

Comprehensive Orthopedics – Salt Lake City, UT

Automating appointment reminders allowed the practice to eliminate 50% of patient no-shows and reallocate $1,000 of monthly labor expense.

Creekwood Orthodontics – Kansas City, MO

After only five months of using their new website and Wpromote SEO, Creekwood Orthodontics increased their website visits by 620%!

Crovetti Orthopaedics & Sports Medicine – Henderson, NV

Crovetti Ortho has significantly impacted patient balances, no-shows, staff and mailing expenses with automated phone, text and email notifications.

Dothan Ob/Gyn – Dothan, AL

TeleVox Reminder Communications have led to an 18% no-show rate drop for Dothan OB/GYN, which has translated into over $33,000 in annual retained revenue for the practice.

Dr. John Sutter – Clifton, NJ

Dr. Sutter saves over 200 hours of staff time annually and $7,040 in staff expense with automated appointment reminders.

Drs. Dunn And Savastano – Longwood & Lake Mary, FL

Drs. Dunn and Savastano have cut postage expenses by $12,500 per year with TeleVox Reminder Communications.

Elman Retina Group – Baltimore, MD

West provides great customer service and saves Elman Retina Group thousands in labor expenses annually.

ER Diversion Calls

A leading health plan has used TeleVox Reminder Communications to eliminate over 50% of return emergency room visits.

Fairmont Rehabilitation Center – Fairmont, WV

Physicians aren’t reimbursed for no-shows. However, the overhead linked to that missed appointment still has to be paid. Fairmont Rehabilitation Center in Fairmont, WV was struggling with this problem before implementing automated notifications.

HealthCare Partners – Torrance, CA

HealthCare Partners partnered with West to deliver satisfaction surveys to nearly 44,000 patients enrolled in disease management programs.

High Desert Medical Group – Lancaster, CA

TeleVox Patient Surveys have delivered 30-35% response, doubling previous efforts. The group has used survey responses to pinpoint opportunities for provider improvement and patient-specific outreach.

Howard University – Washington, DC

Howard University adopted TeleVox Appointment Reminders to reduce patient no-shows by 48% and save $110,000 in annual FTE manual outreach costs.

Leading BlueCross BlueShield Health Plan

After using West outreach to promote ACE/ARB fills, the health plan expects annual medical cost savings of over $1.5 million. The plan achieved a 19.6% medication fill rate from members who received multichannel outreach.

Mountain View Medical Group – Colorado Springs, CO

Adding an automated payment reminder call to their A/R outreach strategy reduced Mountain View Medical Group’s yearly expenses by $14,280.

MU Health Care – Columbia, MO

MU Health Care has used TeleVox Payment Reminders to increase A/R contacts by 54% while decreasing the lifespan of those outstanding balances by 14%.

Northeast Ohio Eye Surgeons – Kent, OH

Delivering recall reminders to patients through West has resulted in a 41% conversion rate – a 104% improvement over previous postcard-only efforts. The increased appointment volume has translated into $523,000 additional annual revenue.

Northeastern OB-GYN – Richmond, VA

A Northeastern OB-GYN practice used automated notifications to spread the word about in-office mammograms to their patients. The practice saw a 5.8% transfer rate to schedule appointments and $19,000 in potential revenue.

Ochsner Health System – New Orleans, LA

A West outreach campaign to approximately 3,100 patients for colorectal test screening resulted in an 18% conversion rate and generated nearly $685,000 in revenue.

Pikes Peak Cardiology – Pikes Peak, Colorado

Pikes Peak Cardiology has seen a 38% reduction in no-shows, which could mean $2.3 million in annual retained appointment revenue, since implementing TeleVox Appointment Reminders.

Premier Diagnostic Center – Colorado Springs, CO

Premier Diagnostic Center uses automated notifications for critical patient preparedness, saving thousands in costs and significantly reducing no-shows and cancellations.

Pritchard Orthodontics – Battle Ground, WA

A redesigned website has allowed the practice to serve an increasing number of mobile users, generate 16 times more site visits and drive interaction with key conversion points.

Saint Barnabas Ambulatory Care Center – Livingston, NJ

West outreach delivered a 3.9% appointment booking conversion rate and $26 in revenue generated for every $1 spent on the efforts.

Scottsdale Medical Imaging – Scottsdale, AZ

Scottsdale Medical Imaging “makes patients for life” by using West notifications to communicate with patients past due for an annual mammogram.

Sentara Healthcare – Norfolk, VA

West drives response from patients in need of preventive services at a 30 times greater rate than previous EHR email-driven efforts.

Stanford Health Care – Stanford, CA

Stanford Health Care was able to opt in over 9,000 patients to begin receiving text messages by using a combination of automated phone calls and their unique keyword for patient-driven opt-in.

United Regional – Wichita Falls, TX

United Regional has reduced its patient no-show rate by 45% and experienced a 65% appointment refill rate from advance notice of patient cancellations. Through payment reminders, United Regional has collected $127 for every $1 spent.

University Of Pittsburgh Medical Center – Pittsburgh, PA

TeleVox Payment Reminders increased cash collections by over $2.6 million annually for UPMC.

Willow Bend Pediatrics – Plano, TX

The practice has experienced a 60% booking rate from well visit notifications and a 75% reduction of communication costs.

Zimm Cataract & Laser Center – Erie, PA

Zimm Cataract uses TeleVox On-Hold Messaging to expand its marketing efforts, offer answers to patients’ frequently asked questions and provide information about Dr. Zimm’s strong local roots as a third-generation practitioner in the Erie area.


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