Both practices follow the same patient-driven philosophy. The staff’s goal is to answer all phone calls during work hours and never let calls roll over to voicemail. This is challenging, particularly for the West Davis office because it is so busy. Both practices were using voicemail for after-hours calls and Local Med for online scheduling. Management did not want to use an answering service because the front desk staff is trained to handle patient calls a certain way. They knew they could not guarantee calls would be handled in the same manner by an answering service. The management team was also uncomfortable with any solution that required patients to answer questions about insurance and provide other sensitive information up front. Their goal was to eliminate roadblocks and create a positive patient experience, and they felt that asking people for a lot of personal information made a negative impression. Hygiene coordinators and the front office staff at both practices handle and manage appointments. So, the solution needed to be easy to implement as well as easy to learn. Since research showed that more than 75% of patients want the option to schedule, cancel, and rebook appointments on-demand, Elisha Enoksen, Operations Manager for both practices, evaluated patient communication solutions that would enable both practices to offer automated scheduling. She knew that allowing patients to schedule and reschedule appointments themselves would lessen the workload for the staff at both practices and provide patients with a service they wanted.
While attending the No Limits Conference, Enoksen heard about TrueLark from representatives of other practices West Davis Dental and Lovers Smile know and trust. She and her staff scheduled a demo, and once they tried TrueLark, and found that it was perfect for their needs.
TrueLark’s powerful artificial intelligence (AI) engine enables real-time automated scheduling and patient communication 24/7. Many patients prefer text messaging and do not even leave a voice message for the front desk staff, making it difficult for the staff to call them back. With TrueLark, patients can now schedule or reschedule appointments and get immediate answers to most of their questions without having to wait for a call back from a staff member.
According to Enoksen, TrueLark has greatly simplified patient communication at both practices, which has helped improve patient experience and generate new business. It has also reduced the amount of time the staff spends on routine tasks.
“Since we implemented TrueLark, we have acquired around 88 new patients each month. This has generated $57,200 in additional monthly revenue. TrueLark can completely handle 75 to 80% of patient inquiries entirely on its own. In fact, it is so intelligent that patients think they are interacting with a person!”