Scheduling, rescheduling, insurance questions, billing questions, a patient who's upset about a wait. Hundreds of calls a week across your locations, handled by people who are busy, and no read on any of it beyond how long the calls took.
At a 58-location imaging group, six in ten reschedules traced back to one thing: nobody was running insurance pre-authorization before the appointment. Every one of those calls looked routine on its own.
Most unhappy patients don't complain. They just don't book again. The frustration shows up on the phone first, and you can act on it while they're still your patient.
One site's front desk is fielding twice the billing confusion of the others. Worth knowing whether that's the patient mix or the process.
"I'll check with your insurer and call you back." That comes off the conversation with a date, assigned to whoever has to do it.
A read across every location, based on what patients said, without visiting or calling any of them.
A patient insists they were quoted a different amount. Find the conversation and read it.
This matters more here than anywhere else, so it's worth being direct about it.
We don't do clinical scoring, compliance grading, or anything that evaluates how your staff performed. There's no score on your schedulers.
Sensitive details are removed before anything is stored. Conversations that turn out to be personal rather than business are recognized and left out of analysis and reporting entirely.
If your organization handles protected health information, the deployment requirements are different and we should talk about it directly rather than have you infer it from a web page. How we handle conversations →