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Bring LOST Patients Back to Your Practice
 

Bring LOST Patients Back to Your Practice

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*Learn how to find lost patients in your current practice management program...

*Learn how to find lost patients in your current practice management program

*Tips on how to fill your schedules

*Successes other practices have had from our program

*Polls with live data from call participants

Speakers:

Bill Mercier - President of OptiCall, Inc.
www.opticall.com

Steve Gottfredson - Vice President of Sales & Marketing at Brevium
www.brevium.com

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    Bring LOST Patients Back to Your Practice Bring LOST Patients Back to Your Practice Presentation Transcript

    • BoomerangTM Generating Revenue By Bringing Back Your “Lost” Patients Powered by Patient Reactivation Software Thursday, May 27, 2010
    • About OptiCall? In Business Since 2002 Have worked with over 250 Ophthalmic practices in the US and Canada Handle over 10,000 ophthalmic calls monthly OptiCall Elective Call Handling OptiCall ACEtm- Actual Consumer Experience OptiCall- RefracTraktm- Web based contact management and phone scripting program Mystery Shopping OptiCall “Boomerang” patient re-activation services Thursday, May 27, 2010
    • About Brevium In Business since 2005 Serving ~600 Ophthalmologist nation wide. Customers range in size from 1-50 MDs & up to 9 locations Software solution for data mining and returning lost patients to your practice Thursday, May 27, 2010
    • What We’ll Cover Today The importance of a recall system What are recalls worth to your office? Tips on effective recalls What to do when recalls fail to produce the desired results What is Boomerang? Thursday, May 27, 2010
    • Fact: The average general ophthalmologist practice has thousands of inactive patients Recalls get < 50% response Cancelations/no shows add ~8% to losses Dr. IC Clearly, MD 941-893-2400 “Recalls Revisited” Administrative Eyecare Fall 2006 Thursday, May 27, 2010
    • How Patients Get Lost Slip past the front desk Recalls aren’t entered Recalls notices aren’t sent Recalls notices and calls are ignored Patients cancel Patients no show Thursday, May 27, 2010
    • Poll What does your practice currently do to get patients back for annual exams? Thursday, May 27, 2010
    • What Does Missed Opportunity Cost? Thursday, May 27, 2010
    • A practice study: Practice schedules appointments 6 months out # of recalls typically represents 30% of their total visit volume < 50% patients respond to recall efforts More than 15% of their annual volume is lost to ignored recalls Thursday, May 27, 2010
    • A practice study: Practice sees 40 patients per day (1 DR. practice) 40 pts X 4 days = 160 visits/week $125 revenue per patient= $20,000/week 15% volume lost to ignored recalls = $3000 in lost revenue/week! $156,000 annually per doctor! Thursday, May 27, 2010
    • FACT: It costs a practice 5-6 times as much to bring in a new customer to the practice than it does to retain an existing one. Thursday, May 27, 2010
    • Poll Do you know your cancellation/no show rate on appointments? Thursday, May 27, 2010
    • FACT: Based on a survey of 25 eye clinics across the US if patients do not respond to recall notices then: 67% will send 1 additional notice 28% send 2 notices 6% send 3+ notices Thursday, May 27, 2010
    • Tips for effective recalls Keep recall notices brief- Don’t mix practice news or new doctor introductions with recall notices Simple reminders that it’s time for visit will be twice as effective! Thursday, May 27, 2010
    • Tips for effective recalls Send out recall notices frequently and in small batches Big, infrequent batches may generate a spike in call volume that ties up the phones and turns patients off Smaller batches allows for more consistent phone call volume and schedule loading Thursday, May 27, 2010
    • Tips for effective recalls Schedule appointments 12 months or more to avoid overusing recalls to fill the schedule. Once the appointment is made, the probability of the patient returning rises significantly Make your best effort to schedule them before they leave that day Thursday, May 27, 2010
    • Tips for effective recalls Follow up with patients by developing an outbound calling system Follow up with patients that cancel or no-show for their visits Remember- ~8% of losses are due to cancels and no-shows. At 160 visits per week this can represent $1600/week in lost revenue (12.8 visits at $125 each). Thursday, May 27, 2010
    • What Is Boomerang? Boomerang combines the powerful patient reactivation software by Breviumtm Highly skilled and trained phone staff at OptiCalltm Call your patients that are due or overdue for appointments and book directly into your practice management system. Thursday, May 27, 2010
    • Why Use Boomerang? Offset recent Medicare reimbursements cuts Offset Refractive Surgery market slump Fill schedules Increase Surgical Volume Improve Patient Outcomes Thursday, May 27, 2010
    • Boomerang Acts As A Patient Safety Net Thursday, May 27, 2010
    • Boomerang Does Not Replace Mailing Recall notices Rescheduling before patients leave Appointment Reminder calls Thursday, May 27, 2010
    • Step 1: Find Lost Patients By Reading from Practice Management System DB Looks for ignored recalls Looks at the billing data Last date seen Diagnosis & Procedure Codes Thursday, May 27, 2010
    • Step 2: YOU determine what WE want to focus on to schedule Problem - We have a lot of available appointments to fill. Solution - Mine for everything. Brevium can help you determine how much call time to apply. Problem - Our clinic is full, but our physicians would love to be doing more surgery. Solution - Follow up on surgical candidates: cataract checks, cataract post-ops for YAGs, refractive consults that didn’t produce surgery. Problem - We’re very concerned about following up on high risk patients. Solution - Focus on high-risk patients: glaucoma, diabetes, macular degeneration, pediatric amblyopia. Thursday, May 27, 2010
    • Step 3: OptiCall’s staff calls the overdue patients and makes the attempt to book Trained on YOUR practice management system Schedule live into your available appointments Make attempts to fill gaps in schedules Work within your parameters and guidance for the type of appointment and doctor’s schedule you wish to fill Thursday, May 27, 2010
    • Boomerang Staff Caller: Expected Results Average practice adds 100+ incremental appointments per month Thursday, May 27, 2010
    • Actual Results 1788 patients brought back (over 13 months) 2776 incremental visits $432,300 incremental revenue collected 8X Return on Investment (receipts/labor + fees) Thursday, May 27, 2010
    • Actual Results New MD used to fill empty schedules 700 patients brought back (over 5 months) $122,500 incremental revenue collected 8.1X Return on Investment (receipts/labor + fees) Thursday, May 27, 2010
    • FAQ’s Why can’t my staff do this manually? Recalls are something that needs to be done regularly and consistently Every call is documented and tracked to report success and revenue generated Thursday, May 27, 2010
    • FAQ’s Why do I need special software for this? The Brevium software used for the system allows OUR team to focus on YOUR specific goals for each doctor, whether increasing surgical volume, reducing liability or filling schedules. Thursday, May 27, 2010
    • Software system helps avoid embarrassing situations Highlights special alerts – such as patients in collections So you don’t bring back non-payers Protects referring relationships So you don’t bring back patients for conditions the referring doctor would like to follow Checks & rechecks the schedule So you don’t call people who recently scheduled Thursday, May 27, 2010
    • Software system helps avoid embarrassing situations Pt initials    Hidden issues 1. JM:  Patient is in collections 2. GH:  Patient was seen 2 years ago for a contact lens fitting but last therapeutic exam was 3 years ago 3. KB:  Patient has glaucoma & should be seen every 6 months (not every 24 months) 4. GY:  Patient was referred by OD who will be mad if I call them 5. JH:  List was run May 1 and in between the time the list was run and the call was made its now May 26 and the patient got on the schedule May15th. 6. PP: Patient has an insurance we don’t accept 7. FT:  There is another patient in the household who was last seen 25 months ago and didn’t hit the list 8. PT:  Patient was just in to pick up glasses yesterday. Do you want the staff calling tomorrow to come back in? 9. YY:  Patient was dismissed 10. TY:  Patient is deceased Thursday, May 27, 2010
    • Administration Function: Configure conditions to recall and expected return intervals Thursday, May 27, 2010
    • FAQ’s Why not just use an auto-dialer? People don’t like machine calls! The personal touch has 2-3 times the effectiveness of a machine Our team can focus in on WHY they need an appointment If a patient refuses care, we can document why. Machines can’t! Thursday, May 27, 2010
    • FAQ’s What systems are we currently working with? Allscripts MDoffice MicroMD Cerner MedEvolve Misys Tiger PowerWorks Medflow NextGen Compulink Medical Manager Origin (SSIMed) GE Centricity MediSoft QSI ManagementPlus MedInformatix McKesson Thursday, May 27, 2010
    • Questions? Thursday, May 27, 2010
    • Contacts Dylan Kemna 303-875-8338 cell dkemna@opticall.com Steve Gottfredson 801-440-1188 cell Steve@brevium.com Bill Mercier 941-893-2400 ext 2 bmercier@opticall.com Thursday, May 27, 2010