Following up on the Re-Engage Lost Opportunity (RELO) alerts is the most important feature within Patient Prism.
Every time a potential new patient call meets your office profile but doesn’t end in a booked appointment, Patient Prism will email designated team members a Re-Engage Lost Opportunity alert (RELO).
We recommend you designate a team member who will be responsible for following up on these alerts and entering the notes in Patient Prism.
There are two easy ways to access these missed opportunity calls. The first is to click on the link embedded in the Re-Engage Lost Opportunity alert email. That will take you directly to the missed call and all the information you need to call back the potential patient.
The second way is through the Follow Up Report in Patient Prism. Simply Select the Analyze tab in the top navigation, then select “Follow Up” from the drop-down menu.
This report will show you the number of Re-Engage Lost Opportunity alerts sent, the number of new patients recovered on the follow-up call, the revenue opportunity won from those recovered patients, and the revenue opportunity that was missed from callers who did not schedule.
There are two tabs: RELOs and Follow Ups.
The RELOs tab shows the total number of emails sent to the team for three types of Re-Engage Lost Opportunity alerts:
- New Opps: New Patient calls that were answered by a team member but did not end in a booked appointment.
- Unknown Opps: Voicemails that did not specify whether the caller would be a new patient.
- Not Conn: Voicemails that specifically stated the caller would be a new patient.
The RELOs tab shows the number of follow up notes entered, how many of the missed opportunities were converted, the success rate, the revenue opportunity recovered based on the services associated with the converted calls, and the revenue opportunity lost, which is based on the services associated with the non-converted calls.
The Follow Ups tab shows the number of follow-ups made by category type and the success rate metrics.
Call Record Performance
This section details each appointment-related call that did not end in a booked appointment. You can click on the column name in blue at the top of each column to sort the column alphabetically.
The Follow Up column shows which calls have had follow-up notes added. The calls will say Yes and be colored green if they have notes, and say No and be colored red if they do not have notes.
If a call has not been followed up yet, click the blue "View Call" button to open the call, review it, and enter your follow-up notes.
Adding Follow Up Notes
The area below is where the receptionist's notes will be placed after they call the patient back.
If the 'Booking Status' is changed to 'Booked,' the box will change to green and the Opportunities Lost will convert to Opportunities Won.
If 'Not Booked' is selected, then it will stay red because the patient remains not booked. However, it will indicate in the Follow Up report that an attempt was made to call back the potential patient.
If the 'Booking Status' is not changed (stays at Select a Status), any note entered will keep the box yellow. This is used when the team member called and left a voicemail for the potential patient.