Reducing Long Hold Times and High Call Abandon Rates

The duties and activities of the receptionists were demanding and consequently prioritized over inbound calls. This scenario created missed opportunities to schedule new patient appointments and provoked established patients to complain about the lack of service. 

• Receptionists Were Overwhelmed: Receptionists prioritized in-person patient care and administrative tasks over answering incoming calls, leading to delayed responses and missed opportunities.
• High Call Abandonment Rate: Long hold times caused frustration among patients, leading many to abandon calls before their needs were addressed.
• Lost Opportunities for New Appointments: The practice missed out on scheduling new patient appointments, directly affecting their revenue and patient satisfaction.
  

Ready to improve their call hold times and improve patient satisfaction, the practice searched for alternative solutions.

Challenges:

Professional Call Management by Appointment Desk

This practice in Pennsylvania found a perfect solution to missed calls. By partnering with the Appointment Desk®, they now had a professional team of receptionists to answer appointment-related calls quickly. 

• Immediate Response by Trained Receptionists: Appointment Desk’s team of professionally trained receptionists managed all appointment-related calls with efficiency and care. The practice’s patients no longer experienced long hold times, and their inquiries were addressed in real-time.
• Enhanced Client Experience: By providing a live receptionist instead of an answering machine, Appointment Desk helped foster positive first impressions and restored the loyalty of existing patients who appreciated the improved service.
  

This partnership allowed the ophthalmology practice to focus on delivering quality care while ensuring that every patient inquiry was handled professionally and promptly.

Solutions:

Improved Client Communication and Cost Savings

The impact of the partnership with Appointment Desk® was substantial. The practice saw a dramatic increase in new patient appointments, resulting in a significant revenue boost.

• 240 New Patient Appointments per Month: The practice gained an additional 240 new patients per month thanks to Appointment Desk’s® efficient call handling.
• $38,400 in Additional Monthly Revenue: With each new patient generating $160 in revenue, the practice’s monthly income increased by $38,400.
• 551% Return on Investment (ROI): With the service fee from Appointment Desk at $5,900 per month, the practice enjoyed a 551% ROI, demonstrating the value of professional call management.
  

The benefits extended beyond revenue growth—patients experienced better service, leading to higher satisfaction and retention.

Results:

Proven Results

Trusted Partnership

Before we used Appointment Desk patients could wait over 20 minutes to have their call answered creating a high abandon rate and significant missed opportunities.

Transform Your Practice with Professional Call Management

The success of this Pennsylvania ophthalmology practice illustrates the powerful impact of professional call management. When you partner with Appointment Desk®, your practice can significantly improve operational efficiency and financial outcomes.

Key Benefits Realized:

Prompt Scheduling:

 The needs of new and established clients will be met and handled with professionalism. 

Reduced Overhead Cost:

Hiring in-house staff is often more expensive than outsourcing. 

Freed Up Time:

Office staff and practitioners are freed up to spend more time on patient care.

Schedule A Consultation Today

If your ophthalmology practice has similar challenges, partnering with the Appointment Desk can improve operational efficiency and financial returns. Your practice with our Appointment Desk® services can achieve these proven results.