Cassie Butler from PhoneTree®, a solution provider company at the marcus evans National Healthcare CFO Summit Spring 2012 and National Healthcare CFO Summit Fall 2012, on increasing practice revenue through office efficiency. Interview with: Cassie Butler, Regional Sales Manager, PhoneTree®

1. Improving
Office Efficiency
in Healthcare
Interview with: Cassie Butler, Phone messages can be left for the In order for revenue to come in,
Regional Sales Manager, patient on a home phone, or a cell patients must show up. A doctor may
PhoneTree phone along with a text message and have ten appointments per day, but if
an email, to ensure they are not only two patients do not come, a lot of
reminded of their upcoming money and time is lost.
“Healthcare Chief Financial appointments, but that they do not
Officers (CFOs) can increase their forget. This technique is called Audio Decreasing no-show patients is
organization’s revenue by having an Visual Impression Paring. The critical.
automated system that reminds messaging system allows two way
patients of appointments, annual communication, so patients can press What can be done to guarantee
exams, customer satisfaction surveys, 0 to transfer to a live person in the repeat patients?
compliancy issues, and when they hospital.
have a balance overdue,” says Cassie I n t o d ay ’ s e c o n o mi c c l i m a t e ,
Butler, Regional Sales Manager, healthcare providers must ensure
PhoneTree. This would allow patients return. Loyalty can be
receptionists to take care of patients
in the waiting room, decreasing Healthcare CFOs produced by creating a strong
relationship with patients and treating
patient wait time. them like customers through outreach
From a solution provider company at
must improve programs, recall programs, and
con ti n u ed pati en t to pr ac ti ce
the upcoming marcus
National Healthcare CFO Summit
evans
office efficiency, interaction. Patients like to feel
important; they want to feel like they
Spring 2012 and National
Healthcare CFO Summit Fall 2012, information are being heard, so communication is
crucial. Nobody goes back to a
Butler shares her thoughts on bringing hospital that is cold, clinical and non-
in revenue through increased office
efficiency.
tracking and human like.
How can hospitals become more
reporting within By sending patients happy birthday
and holiday wishes, pre-care and post
efficient?
their hospitals -care instructions and customized
messages about their annual exams,
Hospitals are currently handling it shows that the hospital cares
patient appointments inefficiently. enough to reach out to them. It is not
Staff are calling each patient to just about taking their money because
remind them of their appointment and How can Healthcare CFOs increase they came for an annual visit, but a
often do not get an answer, and practice revenue? way of showing that they recognize
unfortunately it is hard enough to them as human beings.
make the calls during the day, so Healthcare CFOs can increase their
there definitely is no time for a retry, organization’s revenue by having an Any final comments?
or calling a secondary number. Having automated system that reminds
an automated messaging system in patients of upcoming appointments, Healthcare CFOs must improve office
place could take care of this and allow recalls patients for follow up exams, efficiency, information tracking and
staff to take care of patients in the and help to collect overdue balances. reporting within their hospitals. Staff
waiting room, decreasing patient wait This allows staff who were previously are currently wasting time on
time and the time spent handling doing these tasks to work more processes that can easily be solved
incoming calls. efficiently within the practice. through automated systems.

2. The Finance Network - For more information on the National Healthcare CFO Summit Spring 2012 and
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strategic matters, professional
trends and breakthrough
innovations.
Contact
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Please note that the Summit is a
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About PhoneTree
PhoneTree HealthWave automated messaging solutions send messages by phone, text, and email and are customizable to meet
your specific needs. Drive efficiency, increase revenue, and enhance patient relations. A HealthWave solution will work with any
Windows based practice management system. We have superior in-house customer support, and your satisfaction is guaranteed.
www.phonetree.com
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