RELO (Re-Engage Lost Opportunity): These are the alerts we send when a new patient who can be seen in the office does not book an appointment.
We recommend that these types of calls are followed up with to book the patient on this attempt.
Trigger: One of the main features of Patient Prism. The Trigger System allows us to analyze the call in specific ways and is also the system that allows us to send emails and text messages.
Booked: A call where the patient was interested in booking an appointment and did schedule an appointment.
Not Booked: A call where the patient was interested in booking an appointment and did not schedule an appointment.
Connected call: This connection status indicates the patient spoke with a human agent during the call recording.
Not connected call: This connection status indicates the patient did not speak with a human agent during the call recording.
Tracking number: These are numbers that allow the call recording/data to be sent to our system.
A tracking number must be assigned to a call plan that instructs the number on how to operate and where to forward the call to.
Opportunity value: We add an opportunity value to new opportunity calls. These monetary values are based on what the patient says on the call and the amount we attribute is based on the fee schedule received during onboarding. If this form was not completed we use base values.
Conversion: A conversion is when a call that did not book is followed up with and is converted from a not booked call to a booked call.
Follow-Up: The act of calling a patient back and placing a follow-up note in the call in the Patient Prism system.
Weighted: A weighted call affects reports/data when using the default Weighted = Yes filter.
Unweighted: These types of calls do not affect reports and data (when being filtered out).
They are unweighted due to the lead not being a qualifying patient for the practice.
For example, the call could be unweighted if the service is unavailable.
Claim to Finish: The time between entering a call and submitting a follow up.
Phone Number: This is a tracking phone number that, when dialed or forwarded to, will allow the recording to enter the Patient Prism system for analysis.
Call Plan: This is the instruction set for a phone number. A phone number will behave based on the call plan it is assigned to.
Static Number: This is just a 10-digit tracking phone number. It can be added anywhere you would like to track calls, and this number will remain the same 10-digit phone number.
Dynamic / Pool Phone Number: This number type is placed on a website using a Patient Prism code snippet. This will swap out the phone number on the site with a number within the pool, and when the patient dials the number, the call will be tracked because they called a Patient Prism tracking number.