S – staff time
It’s one of the greatest operational challenges of both emerging and established practices – how to make the most of in-office staff. So far in “The ABCs”, you’ve come across several instances where shifting to an automated strategy for patient communication can take the strain off of limited staff resources. But let’s use the letter “S” to address this more directly.
Automating routine communications frees up the staff to focus on other tasks. It’s that simple. If the staff is manually calling patients for appointment reminders, past due calls, etc., studies show that the average caller can only contact 20 patients per hour. An automated system can contact an entire calling list in minutes. Check out our QuickTake on the challenges of manual appointment reminders:
If your team is calling patients with past due accounts, an automated solution can reach out to the newly delinquent patients (i.e. those who are most likely to pay). That frees up the staff to work on those accounts that need more interaction.
If you’re mailing communications to patients, staff members are likely heavily involved in this process. Get them away from envelope stuffing, labeling and all those other tedious activities. Here’s our QuickTake on the challenges of mailed communications:
When you relieve the staff of some of their patient communication tasks, they’ll have more availability to assist in-office patients – a great way to improve patient service and strengthen those relationships.