Patient Connect Case Study

Successfully Engaging Patients Through Pro-Active Outreach

The Challenge

A large healthcare provider and medical group in the Midwest was seeking an innovative approach to improve their level of patient engagement and population health quality initiatives.

Care Gaps – Effectively contact and schedule patients with gaps in care, i.e., annual wellness visits, diagnostic screenings and chronic care management.

Scheduling – Re-engage patients to schedule outstanding orders

  • Set up an in-network Primary Care Physician with patients discharged from Emergency Department
  • Re-schedule patient no-shows and cancellations

Quality Metrics – Achieve payer contracts incentives

The Solution

Through direct collaboration with the medical group, marketing team and hospital leadership, we became an extension of the healthcare provider by delivering impactful outreach and patient engagement initiatives. The resulting solution, Patient Connect, is based on:

  • Augmenting pro-active outreach efforts for significant quality and financial impact
  • Utilization of providers scheduling systems- EPIC, AllScripts, etc.
  • Comprehensive client system training for staff- ie. systems, patient scripts, patient interaction
  • Establishment of performance metrics and actionable reporting

The Results

By utilizing Patient Connect the client was able to achieve their outreach goals while supporting their existing infrastructure and operations. The client was also able to leverage our advanced technology and telephony to deliver substantial results.

  • Achieved 4 to 1 return on investment within 6 months at the contribution level . 5,000+ re-engaged Patients within 6 months who are now in medical compliance
  • 10+ net new appointments scheduled per Patient Outreach Specialist per day
  • Mitigation of at-risk contract exposure while exploiting payer reimbursement escalators
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