Health Diagnostic Laboratory (HDL) has selected Genesys Outbound Interactive Voice Response (IVR) technology for a Software as a Service scheduling system regarding healthcare appointments.
The technology will allow HDL to make automated reminders for patient appointments and it will let patients reschedule an appointment. There are other options, too.
Eliminating missed appointments means less loss of revenue.
Genesys technology was selected by the company because of how easy it can be integrated into a TimeTrade platform. Now, if patients need to reschedule an appointment, they have to be connected to an agent or other representative.
“Missed appointments are a common problem in the healthcare industry, causing lost revenue that cannot be recovered,” Michael Woodward, chief information officer at HDL, said in a statement. “With the addition of outbound reminders, patients have the opportunity to confirm or reschedule a visit, freeing up potentially available time slots for other patients and increasing attendance at confirmed appointments.”
One example from a few years ago showed that the Sibley Heart Center at Children's Healthcare of Atlanta, which has some 30,000 outpatient appointments a year at 18 facilities, had a same-day cancellation rate and no-show rate of 16.7 percent. It has addressed the issue to lower the percentage.
Nationally, it was estimated that as many as 12 percent of appointments are missed by patients. That may lead to billions of dollars in lost revenue, one study claimed.
“Proactive Customer Care using an Outbound IVR provides a cost-effective solution for communicating with patients,” David Rennyson, executive vice president of Genesys Cloud, said. “This type of proactive service strategy ensures a positive experience and strengthens the relationship between the patient, the Clinical Health Consultant and HDL, Inc.”
Genesys provides contact center and customer engagement solutions. It has more than 3,500 customers in 80 nations.
Edited by
Stefania Viscusi
