Family Medical had an expanding enrollment rate of approximately 1500 new patients per month from all intake channels, including around 200 setups on CPAP. There were too many eligible patients for the Customer Service Representatives (CSRs) to call and the company implemented a third-party Interactive Voice Response (IVR) system. Unfortunately, it wasn’t integrated with the core of the company’s data in Brightree, and creating calling campaigns was tedious and difficult to control.
Family Medical Supply ultimately chose Brightree Connect - Voice, because it would seamlessly integrate with its existing Brightree data for faster generation and confirmation of orders, and could be administered in-house.
Time savings. Brightree Connect’s integration with the existing Brightree billing system immediately cut order processing times by 25 percent.
Increased revenue and capacity. Revenue per order initially increased by around 15 percent because Brightree Connect could search 15 months of data for each patient and generate calls based on previously-missed sales or resupply opportunities. The company’s order team increased capacity by between 55 percent and 100 percent thanks to automatic insurance verification, accurate tracking of previous order and eligibility dates, and other built-in rules. Family Medical Supply calls the improvements from Brightree Connect - Voice “dramatic.”
Better patient outcomes. Customer Service Representatives are quickly alerted when a patient requires a personal call. After implementing Brightree Connect, CSRs and therapists report growth in the number of patient contacts requiring their specialized skills, resulting in better clinical outcomes, order resolution, and CSR job satisfaction.
View the Brightree Connect product page.