Providers refer patients to various departments or specific providers within the hospital system or private practices. It’s critical that these patients be contacted within 24 hours to ensure the scheduling of the new patient or existing patient appointments, resulting in captured revenue for the facility or practice. Phoenix utilizes outbound calls from that Referral Queue following provider-specific protocols to bring in those patients and several attempts are made to reach the referred patient.
A huge loss of revenue within any department is the “No Show” patient. Phoenix works the confirmation calls to remind patients of their appointments two weeks, one week, and days before that this very valuable slot is scheduled for them. We remind them to bring their referral if needed. We have a ‘call back’ function so that if Phoenix leaves a message, and the patient decides to cancel rather than no show, we have the opportunity to reschedule the patient on the spot and revenue is not lost.
Most facilities today have an On-line Self Scheduling option but with so many subspecialties, insurance issues and locations, a huge percentage are incorrect and if not rectified, results in lost revenue and a wasted slot for a needy patient. Phoenix verifies all the elements of the self-scheduled appointment to be sure the appointment meets the criteria for that provider, location, insurance and diagnosis. If incorrect, the patient is called to reschedule appropriately and a wait-listed patient can be scheduled. No lost revenue.
Many diagnoses carry the absolute need to have all the documentation on the diagnoses prior to the appointment or they can’t be seen. Phoenix checks the chart against the Provider’s criteria to be sure all the requirements are met and If any is missing, Phoenix calls the patient to notify exactly what is outstanding prior to the appointment. No lost revenue.
All of the services provided under the Case Management umbrella work to insure the throughput of new and existing patients into the system. It generates revenue and frees up valuable in-house staff to enhance the patient experience resulting in those increased Press-Ganey scores. The appointment reminders, self-scheduling accuracy, and documentation verification all work to ensure a full, appropriate, efficient schedule. Once discharged, Phoenix follows up with the patient to be sure they are following the discharge regimen of care and keeping the patient ‘part of the family’. These valuable responsibilities often fall victim to super-busy in house staff.
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