Goal
Improve conversion and reduce revenue leakage by identifying operational bottlenecks across locations and teams.
Operations is “the rest of the jar”: visibility into how your practice is functioning day-to-day—especially what’s preventing calls from turning into appointments.
What you can monitor at a high level
Patient Prism provides an operational overview such as:
Call volume per office
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Answer rates and missed calls
Are calls going to voicemail?
Are callers hanging up before voicemail?
Booking rates by call type
Reasons calls don’t book (at a summary and detailed level)
Reasons Not Booked: from high-level to detailed
You can see:
High-level categories (e.g., insurance, still considering, scheduling conflict)
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Deeper “reason not booked” detail, such as:
insurance not accepted vs no insurance vs unsure
researching other providers
needs to discuss with family
schedule constraints
This helps you target fixes (training, policy clarity, scheduling changes, coverage, etc.) instead of guessing.
Admin and multi-location views
For groups and DSOs, you can break down by office:
reasons not booked per location
referring sources per location
connection/answer rates per location
This makes it easier to compare offices and find where performance deviates.
Median Lead Time: find scheduling bottlenecks
Patient Prism can calculate median lead time (how long it takes for a booked patient to be seen), based on:
the appointment date captured from booked calls
median lead time across a date range per location
This helps identify issues like:
an office with 15–20 day lead times while others are 3–4 days
limited provider coverage, reduced office days, or demand mismatches
Segments: understand what’s being requested (and what you’re missing)
Segments help you see what type of opportunity is coming in—not just “new patient.”
Example impact:
You might book 10/15 new opportunities (looks great)
But those 10 booked were low-revenue (e.g., hygiene)
The 5 not booked were higher-value (e.g., oral surgery, extractions, implants)
Segments let you:
see booking % by segment
find where high-value opportunities are dropping
focus coaching and process improvements on the most profitable areas
Best practices
Start with missed calls + reason-not-booked patterns (quick wins)
Use median lead time to spot scheduling capacity problems
Use segments to ensure you’re not “booking the easy, losing the valuable”
Review weekly by office and act on the biggest constraints first
Patient Prism Help Center Guides for Reporting:
https://support.patientprism.com/hc/en-us/categories/37449444823828-Reports