MAJOR HEALTH SYSTEM
EXECUTES APPOINTMENT
REMINDERS
Case Study
WHO?
A major U.S. health system.
The health system wanted a new communications system that allowed them to easily change their appointment reminder strategy. The patient access team needed visibility into how patients were engaging with notifications by channel.
WHAT?
The health system implemented CSG’s Hosted As-a-Service IVR cloud and messaging solution. The system sends smart, automated appointment confirmation/reminder messages via each patient’s preferred channel (outbound voice or SMS). The solution reduces over communicating with patients by understanding which departments and channels are involved—and coordinating communications appropriately.
HOW?
The health system saw a significant decrease in no-show rates, boosting revenue.
RESULTS
Reduction In no-show rates
8.5%
60%
$5M
Increase In confirmation rates
Net revenue impact (annualized) for all 125 clinic locations
VicTrack has the confidence of knowing they are working with an industry-leading solution, with CSG being recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Configure, Price, Quote Applications.
2023 Gartner® Magic Quadrant™
“This is more than a transaction, it’s a partnership. CSG has gone above and beyond.”
— Bruce Moore, Executive General Manager, Telecommunications at VicTrack
REMINDERS
Increase In confirmation rates
Net revenue impact (annualized) for all 125 clinic locations
