Appointment Scheduling for a Dental Provider
The Problem
Dental Patient Appointment Scheduling Services
Due to ongoing labor market challenges, a multi-state dental provider needed support to handle inbound appointment scheduling and general inquiry calls.
The client required Spanish-speaking customer service agents as well as an experienced leadership team familiar with dental and healthcare practices. At Radius Global Solutions, our tailored patient experience workflows focus on adhering to HIPAA compliance standards within the regulated dental industry.
Our Solution
Offering Flexible, Bilingual Patient Support
A pilot program of 12 agents was implemented with the expectation of growing the team once performance metrics were met. Managed by a team of proven dental practice leaders, Radius implemented this program in six weeks and created a flexible, bilingual patient support staff from its Panama location to work the program.
We provided flexible staffing, adjusting schedules as needed by the client. Our team worked with the client to deliver on all key performance indicators, including conversion rates (% of calls converted to an appointment).
The Results
Delivering A Consistent Dental Patient Experience
After three months of working with the dental provider, we achieved the following results:
- Radius’ conversion rate is consistently higher than the client’s internal rate.
- We have been able to answer all customer calls within the expected times, creating a more consistent customer experience.
- After proving performance during the pilot period, the client is asking Radius to increase staffing by 60%.
