SUCCESS
STORIES

Appointment Scheduling

Background:

The Client is a leading Dental Practice Management Company that outsourced its Appointment Scheduling work to Medusind. With more than 50 clinics Medusind was asked to call patients to book new appointments, confirm recalls and follow through on incomplete treatment plans.

Key Challenges:

• Low Appointment bookings.
• No show rates were high.
• There was no follow-up on appointments.
• Low patient satisfaction.
• Under-utilization of dentists and facility.
• High operational cost.
• No Customer Relationship Management program.
• Tracking of patient visits and financial status was "hit and miss".
• Eligibility and Verification prior to patients appointments were not done.

The Medusind Approach & Solution:

• Process Study of dental operations by Medusind Transition team & successful transition of the Appointment Scheduling processes to Medusind facility.
• Medusind professionals take charge and focus on operational efficiencies to minimize wasteful processes.
• Operational efficiencies achieved through analysis of the Patient Database and identifying potential customers.
• Book complex multi-practitioner visits with The "Find Appointment" feature that takes in every requirement of the appointment and instantly analyzes thousands of possibilities to find the best options for the patient.
• Create "notes" in the system, so that when the patient checks in, the staff is given the needed information or can share a message with the patient.
• Create a waiting list to track patients who would like to be seen at a time already booked, and then schedule these patients when the requested time is available.
• Appointment Schedulers automatically track the authorized visits remaining on a patient's coverage and deduct a visit each time the patient checks in.
• Assign individual patients to groups and schedule group appointments with a single mouse click.
• Appointment Schedulers track authorized visits, create appointment reminders, and generate billing information for each patient in the group separately.
• Implement quality processes for continuous improvement.
• Report regularly to client with value added statistical analysis.

Benefits to Client:

• Patient member enrollment history was updated and brought to current.
• Patient appointment database was corrected, updated, and brought to current.
• After implementing this new process the number of appointments increased to 18 appointments per day per FTE within 90 days, resulting in an additional revenue of $ 2.4 million/year for the client.
• Appointment show rate increased by 18% resulting in an incremental revenue increase of $700,000 for the client on a yearly basis.

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