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ContemporaryVA Case Study: Solutions for Client Management

PROBLEM: One medical facility was experiencing revenue and productivity loss due to patients who were failing to keep their scheduled appointments. Because many of these patients did not call and cancel their appointments in advance, the facility was left with open time slots on their calendar when patients failed to show up.

  • The office staff was already busy with their day-today operations and unable to take on the additional task of calling all patients to provide appointment reminders. This would allow scheduled patients to make cancellations and give the staff time to fill the slots with other patients.

SOLUTION: The facility hired ContemporaryVA to help and ContemporaryVA assigned a virtual assistant to the task.

  • Each day, the medical facility sends their virtual assistant a fax or email containing the appointment schedule. The virtual assistant then calls all patients on the list and confirms their upcoming appointments. After all calls are made, the virtual assistant sends a fax to the facility with the results of the confirmation calls, noting any conflicts or changes to existing appointments.

RESULTS: ContemporaryVA delivered results!

  • The process provides patients who need to cancel appointments with an opportunity to do so in advance. This allows the medical facility to refill the appointment time slots.
  • Patients who have forgotten their appointments are reminded of the time and date they are scheduled to be seen.
  • Patients who are unable to keep their appointments are given an opportunity to cancel or reschedule.
  • The facility has minimized lost appointment slots while increasing productivity!
Posted on September 14th, 2009 by Rachel Braam, Office Manager

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