Following up on calls where a patient does not originally book is one of the most important features within Patient Prism:
How to Follow up on a Call
When a potential patient calls the office but doesn’t book an appointment, Patient Prism will tag the call as "Follow Up Recommended" to indicate there is an opportunity to follow up.
These Follow Up Recommended calls are called "RELOs" which stands for Re-Engage Lost Opportunity
Enterprise Insights:
There are three tabs: RELOs, Follow Ups, and Conversions
RELOs tab:
This tab shows the total number of calls that were recommended for a follow up by location during the date range. It will also show the amount of Follow Ups made, calls converted and the Success Rate percentage.
These data points are broken out by location.
The Follow Ups tab:
This tab shows the number of calls that were follow up with, 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 Conversions tab:
This tab will show the number of attempts it took to book the patient.
- Initially booked indicates calls that were booked on the original phone call.
- 1st Follow Up indicates calls that were converted within the first follow up note.
- 2nd Follow Up indicates calls that were converted within the second follow up note.
This section details each appointment-related call that did not end in a booked appointment. by agent name.
It will show how many calls the agent had that were:
- recommended for a follow-up
- how many were not followed up with (ignored)
- how many notes were created by the agent
- how many calls they converted
- Opportunity value gained by the conversion
- calls that were not converted