- September 14, 2023
- Posted by: cornerstonebpo
- Category: Automated Online Scheduling
Importance of Automated Online Scheduling for Healthcare Practices
The healthcare industry is consistently changing. Everything in your organization and your patients’ life has been altered by technology, especially in the past few years as it relates to automated online appointment scheduling.
The big question is whether or not what you are using is actually working for the patient, the provider and your administration. If you have an on-line portal or some other system of online scheduling that is being used by more than 85% of your patients, then read no more. However, if your adaptability rate is less than that you should explore ways to have a system (and strategy) that works.
Remember, patients expect life to be easy. They order products on Amazon and make dinner reservations simply and simply online. They consider it a convenience, not a hassle or something that is too difficult.
My assumption and reason for writing this blog is that most readers have some type of online appointment scheduling system used by a small percentage of the patient population. Instead, your office staff (or perhaps an outsourced agency) gets a bunch of calls
The Advantages of Automated Online Appointment Scheduling for Your Organizations
- Improved patient satisfaction due to reduced time spent on hold with an automated service or waiting for an appointment date with a front-office staff member (or outsourced answering service).
- Reduces burden on your entire support staff.
- Better access to Medical Providers.
- Increased efficiency by allowing support staff to spend more time with patients by delegating administrative work.
- Cost savings because fewer people visit clinics unnecessarily (because they confused it with a different date).
- Patients are more likely to use additional healthcare engagement tools when scheduling appointments online.
- Because patients can see when their appointments are scheduled, online healthcare organization schedulers reduce no-shows.
A Simple Recommended Strategy
Adapt the “right” automated online appointment system that suits your needs (boiler plated solutions are often not the answer).
- Make sure your patients can make their appointment on your website and on a mobile phone app.
- The system should also offer an automated text messaging option (patient love this)
- “Live Chat” on your sites.
The automated online appointment system I am envisioning when I recommend this for healthcare organizations is great and has tremendous benefits. However, you do need to offer the option of talking with a real person quickly if they are having issues. By adapting the overall strategy of encouraging the use of technology first everyone benefits. Then, if you combine it with world-class customer service for those that prefer talking to a real person you will have nailed a great strategy.
The Desired Outcome
The combination of automated on-line scheduling, interactive texting and “live” chat are great ways to dramatically reduce your expenses and increase patient satisfaction. You can lower the number of calls you receive by as much as 80% by following our suggest strategy and tactical plan.
Part of your strategy needs to include a needs assessment, a change management program and proper promotion to both patients and staff.
Cornerstone BPO is available to assist you with a truly automated on-line scheduling service that goes a lot further than just a calendar on your web site.
Contact www.cornerstonebpo.com today for free help with the assessment process so that you can implement a full solution within 90 days.
About the Author: Jeff Russell is the CEO of Cornerstone Business Solutions and Cornerstone Business Process Outsourcing (BPO). He has 30 years of outsourcing management and consulting experience with a healthcare focus.
