Case studies

Healthcare Appointment Booking Service Improves Contact Rate With Data-Driven Call-Back Scheduling

Client

Healthcare company responsible for calling patients to remind and confirm medical appointments for preventive maintenance visit.

The Goal

  • To improve appointment booking success and lower the number of missed appointments.

The Challenge

  • Low RPC contact rate. RPC could not be reached, and therefore could not confirm the information or had to change the appointment.
  • This lead to higher costs for the client in the form of avoidable covered expensive emergency medical treatment. Missed appointments were significantly higher than client’s requirement.

 

Our Approach

  • Analysis of contact rate data by demographic characteristics, time zones, and other factors, led to intelligence for when to attempt to call each person for highest contact rate.
  • Introduce better tools for call back scheduling.
  • Establish better staffing models and schedule adherence.

Results

  • Improved contact rate, exceeding appointment kept target rate.
  • Significant cost savings of unnecessary covered medical expenses.
Case Studies
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