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HOW A PREMIER PT PRACTICE REDUCED COSTS AND ELIMINATED RECEPTIONIST TURNOVER

Jun 20, 2021 | Case Studies


SITUATION


High turnover in front desk coverage required therapists to take on
administrative roles
that distracted attention from patients and negatively impacted
client bill payment and appointment scheduling.


RECEPTIONIST ATTRITION

Hiring often took 2 months, with a 1 month onboarding, and then tenure only
lasting 6 months


THERAPISTS DISTRACTED DOING CHECK-INS

At locations with no receptionist, management or physical therapists were stuck
doing check-ins leading to less patient time and burnout


PROSPECTS LEFT ON THE TABLE

Overwhelmed receptionists couldn’t answer the phone to bring in new clients
because of office workflow


HIGH NO-SHOWS OR MISSED PAYMENTS

Patients often left the office without scheduling their next appointment or
paying their bill


SOLUTION



NYSSPT introduced WelcomeWare in one of their locations in June 2020,
and have now expanded with virtual receptionists completing all check-ins at all
locations




SEAMLESS CHECK-INS

No more confusing forms; all patients fill out intake forms with the help of a
receptionist




EXPANDED HOURS

With WelcomeWare, NYSSPT practices are able to operate more than 40 hours per
week




ALWAYS A FRIENDLY FACE UPFRONT

WelcomeWare is always on – no lunch break or vacation – and always has a
friendly receptionist ready to greet




NO DISTRACTIONS

PT’s and management no longer work on administrative tasks, outsourcing that to
WelcomeWare


RESULTS



WelcomeWare allowed NYSSPT to hire fewer,
higher quality receptionists who delivered tangible impact

65%Cost Reduction
0HR Headaches



INCREASED PATIENT ATTENDANCE

NYSSPT’s receptionist now follow a pre-defined check-in protocol to include
scheduling the patient’s next appointment




LESS TIME ON HR, MORE TIME ON BUSINESS

Without having to focus on hiring and training new receptionists every few
months, NYSSPT is focused on treating patients




REDUCE COSTS AND IMPROVE CASH FLOW

By having receptionists cover multiple locations, and ensuring all patients pay
at each visit, costs have gone down and cash on hand has gone up


“USING WELCOMEWARE IN ALL OF OUR LOCATIONS HAS HELPED REDUCE MY FRONT OFFICE
COST BY 65%. IT ALSO IMPROVED SCHEDULING AND PAYMENT COLLECTIONS. MOST OF ALL,
IT ALLOWED MY ADMIN TEAM TO FOCUS ON HIGHER TICKET ITEMS LIKE TURNING LEADS INTO
NEW PATIENTS.”

Dr. Karn Santikul, CEO at NYSSPT




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