THE GOAL:
The clinic wanted to efficiently convert referrals into appointments and alleviate the burden of manual patient outreach on staff.
At a specialty practice like ours, referral conversion is essential for maximizing revenue and delivering a positive patient experience. When patients are referred to a specialist, they expect to be able to receive the care they need as soon as possible. Despite the many hours our staff was spending manually calling referred patients, we were struggling to schedule appointments in a timely manner. We knew we needed to automate our referral process to book more appointments and deliver the quality, specialized care required by patients. Luma Health helped us automate this process. We now successfully get more patients in the door quickly to receive the care they need. The solution paid for itself within just two months of implementing the waitlist feature.”
Kim Bullock, Finance Manager
MIDDLE TENNESSEE UROLOGY SPECIALISTS
THE PROBLEM: Manual phone outreach was inefficient and ineffective
Middle Tennessee Urology Specialists—a six-provider clinic serving the greater Nashville area—was missing opportunities to schedule appointments for referred patients. The multiple phone calls required to reach each referred patient monopolized staff’s time and created a lag between when a referral was initially received and when a connection was finally made with the patient.
THE SOLUTION: Automating outreach saved time and boosted referral conversions
With Luma Health’s Total Patient Engagement™ solution, the clinic was able to automate patient outreach. This technology reduced the number of phone calls required by front office staff, improved the clinic’s referral conversion rate and enabled waitlist patients to receive needed care faster.
THE RESULTS: With support from Luma Health, Middle Tennessee Urology Specialists achieved:
- 95% referral conversion rate
- 2 days average to schedule a referral appointment
- 70% of messages delivered received a patient response
LEARN MORE ABOUT OUR CUSTOMER OUTCOMES
INTERACTIVE CALCULATOR
INFOGRAPHIC
TOTAL PATIENT ENGAGEMENT PLATFORM™ FEATURES
Referral Management
Automatically prompts referred patients to self-schedule at their convenience
Appointment Reminders
Reduces no-shows by enabling patients to easily confirm, cancel or reschedule
WHY UROLOGY PRACTICES PARTNER WITH LUMA HEALTH
To monitor and manage pain via text messages in patients who have undergone ureteroscopy for kidney stones.
To prevent prostate biopsy cancellations and rescheduling by using SMS to deliver reminders and educational content.
To notify patients via text message of optimal stent life for ureteral stents and help prevent forgotten removal.
Bi-directional sync
Syncs in real time
Luma Health’s integration with Allscripts’ EHR empowers healthcare practices with the most accurate and up-to-date patient information. This integration enables healthcare teams to automate appointment reminders, manage cancellations and quickly refill appointments with waitlisted patients.
