Do you struggle with reducing no-shows and cancellations? A 1% reduction in no-show and cancellation rate will lead to $650 per physician per month in ROI. In a recent report, one clinic saw 14,000 annual no-shows for a loss of > $1,000,000. Not to mention clinical outcomes suffer. So it’s a big deal. But how do you fix it? Join us in this upcoming webinar to learn: - How Methodist Hospital reduced no-show rates by 20% and increased revenue - How to boost efficiency in how you deliver care

1. Boost Revenue by Reducing No-
shows/Cancellations

2. Webinar – How to Ask Live Questions
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3. Presenter
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Jas Grewal, CEO
CareSkore
Mountain View, CA

4. Agenda
 No-show/cancellation impact
 Addressing the problem
 Risk-adjusted engagement
 Case study: Methodist
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5. Factors Driving No-shows/Cancellations
 Behavioral/financial
 Forget
 Transportation issues
 Ability to pay
 Fear of bad news
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 Social determinants
 Live alone?
 Own a car?
 Credit history
 Illegal drug use

6. Cost of No-show/Cancellations
 Overbooking/understaffing
 Discourages arriving patients and staff on low-no-show days
 Missed care by no-shows negatively impact clinical
outcomes
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* http://ahec.health.ufl.edu/chs/2002/Noshows.pdf#sthash. OChH25JI.dpuf
**Physician Practice
25% >$150 K
Average of scheduled
appointments missed*
Per physician cost**
4 missed appts/day, $150 each
$144,000/yr, $10 K admin costs

7. Benefits of Reducing No-show/cancellations
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Know each patient’s
miss/cancel
likelihood and why at
scheduling
Take actions to
address that
patient’s “why”
Immediate Revenue
Impact
Automated Care
Management
Improved Patient
Engagement
Develop, launch care
programs for specific
use cases
Engage with bi-
directional
communication to
involve patient
actively in their own
care

8. Addressing the Problem: Options
Overbook
 “Insurance” against
missed appointments
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Blanket Outreach
 Apply standard tactics
across all patients
Risk-adjusted patient
engagement
 Identify high-risk patients
 Craft and implement pre-visit
engagement strategy per patient
Precision
Impact

9. Targeted Patient Engagement
 Tailoring engagement to individual patients
 Established, new, referral
 Individualized risk predictions
 Risk assessment
 Clinical and financial history
 Social determinants
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10. CareSkore Overview: Analytics and AI
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11. 11
Predictions and
Risk Stratification
External Intelligence Network Enrichment Patient Engagement
ZEUS IRIS
• Identify patients at
risk of no-show and
cancellation
• Get access to 23
external sources
• Aggregate data from
more than 300 data
points per patient
• Data enrichment
and cleansing
• Establish best
outreach
mechanism
• AI powered Bi-
directional patient
communication
• Telehealth, remote
device integration
Use Case: No-show and Cancellation Reduction
Reduction Reduction50%16%
Revenue
Opportunity
1% drop in no-
shows/cancellations
Estimated annual revenue
$750/Physician/Month

12. 12
Network Data
Enrichment
Outreach Baseline Personalized Outreach
IRIS
• Specific 3rd party sources
to enhance and fill the
gaps in patient information
• Establish outreach preference
– Email, IVR or Text
• Support for up to 40
languages
• Health Reminders
• Medication Adherence
• Disease Management
• Appointment Reminders
• Patient Payment Reminds
• Provider Marketing and
Surveys
• Discharge Management
• AI powered Bi-
directional patient
communication
• Telehealth and
Remote device
integration
Use Case: Increased Patient Engagement
Increase in member
engagement
Higher member
outreach achieved through bi –
directional communication
35%25%
Clinical & Financial
Opportunity
Better HCAHPS
Scores
Manage behavioral
conditions effectively
Ensure compliance
AI powered
Patient Engagement

13. Example Heat Map for No-shows/Cancellations
 Higher rate of no-shows and
cancellation in the afternoons
 12 – 1 PM and after 3 PM are
the worst
 Most cancellations happen
late in the day
Key Observations
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14. Operationalizing the Insights
Workflow
Modifications
Real-time
Data
Update
Optimize
Staffing
• Put appointment confirmation
process in place for the “red”
areas
• Apply IRIS to all high-risk
afternoon and Friday
appointments
• Integrate IRIS capabilities with
scheduling team’s workflow to
ensure outreach to unresponsive
patients
• Understand key day/time slots to
change staffing schedules in
clinics
• Leverage IRIS to automate low
level tasks
• Let higher-value team members
handle more critical patients,
improving overall patient
satisfaction
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15. Operationalizing Insights
Example Use Case – No Show or Cancellation for last 2 appointments
Example Use Case – Real-time appointment reminders
1 2 3
Daily reporting of
all appointments
Focus on high risk
patients for specific
time of the day
Send tailored phone
call or message
reminders with real-
time traffic reminders
and directions
Put IRIS in place
in conjunction
with front office
processes
1 2 3
By Month
By Day
By Time
Review historic no-
show, cancellation
data for specific
patients
Design care program
for the specific disease
state, focus on reducing
no-shows/cancellation
for those patients
Enable IRIS care
programs and
enable care teams
to drive higher
attendance rates
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16. Example: Sarah
4 days before the
appointment
1 day before the
appointment
Day of the
appointment
• Single mother
• Previous no show
• High deductible
plan
• Just had a knee replacement surgery 3 weeks
ago
• Due for a checkup
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17. Example: Mark
• Has support of his wife for his care
• Just had a knee replacement surgery 3 weeks ago
• Due for a checkup
2 days before the appointment Day of the appointment
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18. Case Study: Methodist Hospital
 Problem: Some departments seeing NSR of 27%
 Impact: Estimated annual lost revenue of $875,000
 Some overbooking and manual reminders by staff
 No real insights into patient behavioral risks
 Negative impact on outcomes for patients missing appointments
 Results: After 9 months
 Reduction of NSR by over half to an average of 11%
 Estimated annual recovered hard and soft costs of ~$650,000
 Patient satisfaction scores up
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19. PERSONALIZED POPULATION MANAGEMENT
TM
Questions?
866.987.0001 | www.careskore.com | info@careskore.com