Bring LOST Patients Back to Your Practice

BoomerangTM

Generating Revenue
By Bringing Back
Your “Lost” Patients

Powered by

Patient Reactivation Software

Thursday, May 27, 2010

About OptiCall?
In Business Since 2002

Have worked with over 250 Ophthalmic practices in the US
and Canada

Handle over 10,000 ophthalmic calls monthly

OptiCall Elective Call Handling

OptiCall ACEtm- Actual Consumer Experience

OptiCall- RefracTraktm- Web based contact management and
phone scripting program

Mystery Shopping

OptiCall “Boomerang” patient re-activation services


About Brevium

In Business since 2005

Serving ~600 Ophthalmologist nation wide.

Customers range in size from 1-50 MDs & up to 9
locations

Software solution for data mining and returning lost
patients to your practice


What We’ll Cover Today

The importance of a recall system

What are recalls worth to your ofﬁce?

Tips on effective recalls

What to do when recalls fail to produce the
desired results

What is Boomerang?


Fact:

The average general ophthalmologist practice
has thousands of inactive patients
Recalls get < 50% response
Cancelations/no shows add ~8% to losses Dr. IC Clearly, MD
941-893-2400

“Recalls Revisited” Administrative Eyecare Fall 2006


How Patients Get Lost
Slip past the front desk

Recalls aren’t entered

Recalls notices aren’t sent

Recalls notices and calls are ignored

Patients cancel

Patients no show


Poll

What does your practice currently do to
get patients back for annual exams?

What Does Missed
Opportunity Cost?


A practice study:

Practice schedules appointments 6 months
out

# of recalls typically represents 30% of
their total visit volume

< 50% patients respond to recall efforts

More than 15% of their annual volume is lost
to ignored recalls


A practice study:

Practice sees 40 patients per day (1 DR. practice)

40 pts X 4 days = 160 visits/week

$125 revenue per patient= $20,000/week

15% volume lost to ignored recalls = $3000 in lost
revenue/week!

$156,000 annually per doctor!


FACT:

It costs a practice 5-6 times as
much to bring in a new customer
to the practice than it does to
retain an existing one.


Poll

Do you know your cancellation/no show
rate on appointments?

FACT:
Based on a survey of 25 eye clinics across the US

if patients do not respond to recall notices then:

67% will send 1 additional notice

28% send 2 notices

6% send 3+ notices


Tips for effective recalls

Keep recall notices brief-

Don’t mix practice news or new doctor
introductions with recall notices

Simple reminders that it’s time for visit will be
twice as effective!



Send out recall notices frequently and in small batches

Big, infrequent batches may generate a spike in call
volume that ties up the phones and turns patients off

Smaller batches allows for more consistent phone call
volume and schedule loading



Schedule appointments 12 months or more to
avoid overusing recalls to ﬁll the schedule.

Once the appointment is made, the probability
of the patient returning rises signiﬁcantly

Make your best effort to schedule them before
they leave that day



Follow up with patients by developing an
outbound calling system

Follow up with patients that cancel or no-show
for their visits

Remember- ~8% of losses are due to cancels and
no-shows. At 160 visits per week this can represent
$1600/week in lost revenue (12.8 visits at $125 each).


What Is
Boomerang?
Boomerang combines the powerful patient
reactivation software by Breviumtm

Highly skilled and trained phone staff at
OptiCalltm

Call your patients that are due or overdue
for appointments and book directly into your
practice management system.


Why Use Boomerang?

Offset recent Medicare reimbursements cuts

Offset Refractive Surgery market slump

Fill schedules

Increase Surgical Volume

Improve Patient Outcomes


Boomerang Acts As A
Patient Safety Net


Boomerang Does
Not Replace

Mailing Recall notices

Rescheduling before patients leave

Appointment Reminder calls


Step 1: Find Lost Patients By Reading
from Practice Management System DB

Looks for ignored recalls

Looks at the billing data

Last date seen

Diagnosis & Procedure Codes


Step 2: YOU determine what WE
want to focus on to schedule

Problem - We have a lot of available appointments to ﬁll.

Solution - Mine for everything. Brevium can help you determine how much
call time to apply.

Problem - Our clinic is full, but our physicians would love to be doing more
surgery.

Solution - Follow up on surgical candidates: cataract checks, cataract post-ops
for YAGs, refractive consults that didn’t produce surgery.

Problem - We’re very concerned about following up on high risk patients.

Solution - Focus on high-risk patients: glaucoma, diabetes, macular
degeneration, pediatric amblyopia.


Step 3: OptiCall’s staff calls the
overdue patients and makes the
attempt to book

Trained on YOUR practice management system

Schedule live into your available appointments

Make attempts to ﬁll gaps in schedules

Work within your parameters and guidance for the
type of appointment and doctor’s schedule you
wish to ﬁll


Boomerang Staff Caller:
Expected Results

Average practice adds 100+ incremental
appointments per month


Actual Results

1788 patients brought back (over 13 months)

2776 incremental visits

$432,300 incremental revenue collected

8X Return on Investment (receipts/labor +
fees)


Actual Results

New MD used to ﬁll empty schedules

700 patients brought back (over 5 months)

$122,500 incremental revenue collected

8.1X Return on Investment (receipts/labor +
fees)


FAQ’s
Why can’t my staff do this manually?

Recalls are something that needs to be done
regularly and consistently

Every call is documented and tracked to
report success and revenue generated


FAQ’s
Why do I need special software for this?

The Brevium software used for the system allows
OUR team to focus on YOUR speciﬁc goals for each
doctor, whether increasing surgical volume, reducing
liability or ﬁlling schedules.


Software system helps avoid
embarrassing situations

Highlights special alerts – such as patients in collections
So you don’t bring back non-payers
Protects referring relationships
So you don’t bring back patients for conditions the
referring doctor would like to follow
Checks & rechecks the schedule
So you don’t call people who recently scheduled


Software system helps avoid
embarrassing situations
Pt initials Hidden issues

1. JM: Patient is in collections
2. GH: Patient was seen 2 years ago for a contact lens ﬁtting but last
therapeutic exam was 3 years ago
3. KB: Patient has glaucoma & should be seen every 6 months (not
every 24 months)
4. GY: Patient was referred by OD who will be mad if I call them
5. JH: List was run May 1 and in between the time the list was run
and the call was made its now May 26 and the patient got on the
schedule May15th.
6. PP: Patient has an insurance we don’t accept
7. FT: There is another patient in the household who was last seen 25
months ago and didn’t hit the list
8. PT: Patient was just in to pick up glasses yesterday. Do you want
the staff calling tomorrow to come back in?
9. YY: Patient was dismissed
10. TY: Patient is deceased

Administration Function:
Conﬁgure conditions to recall
and expected return intervals


FAQ’s
Why not just use an auto-dialer?

People don’t like machine calls!

The personal touch has 2-3 times the
effectiveness of a machine

Our team can focus in on WHY they need an
appointment

If a patient refuses care, we can document
why. Machines can’t!


FAQ’s
What systems are we currently working with?

Allscripts MDofﬁce MicroMD

Cerner MedEvolve Misys Tiger
PowerWorks
Medﬂow NextGen
Compulink
Medical Manager Origin (SSIMed)
GE Centricity
MediSoft QSI
ManagementPlus
MedInformatix
McKesson


Questions?


Contacts
Dylan Kemna 303-875-8338 cell

dkemna@opticall.com

Steve Gottfredson 801-440-1188 cell

Steve@brevium.com

Bill Mercier 941-893-2400 ext 2

bmercier@opticall.com


Bring LOST Patients Back to Your Practice

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