Our HIPAA-compliant, two-way texting solutions are delivering real and transformational results for our clients.
53%
REDUCED
NO-SHOW RATE
92%
REDUCED
POST-OP CALLS
82%
READMISSION
REDUCTION
78%
ENROLLMENT
RESPONSE RATE
95%
REDUCTION IN EMERGENCY PHONE CALLS
83%
SURVEY
RESPONSE RATE
89%
INCREASE OF WEBSITE UTILIZATION
95%
REACH OF REFERRAL PATIENTS
75%
REPLY RATE TO APPOINTMENT REMINDERS
54%
INCREASE IN
CASH FLOW
95%
SUBSCRIPTION RATE FOR FUTURE COMMUNICATION
0
DIALOG HEALTH HELPS HOSPITAL ELIMINATE READMIISSION PENALTY
A hospital used Dialog Health's conversational, two-way text messaging software as a strategic approach to address its high readmission rate. Through the utilization of our healthcare communication software, the hospital achieved substantial success in reducing its readmission rate and eliminated the reimbursement penalty for the hospital in FY '24.
+51%
HOME HEALTH SEES OVER 50% SURVEY RESPONSE RATE AND VALUABLE FEEDBACK
A home health agency used Dialog Health's conversational, two-way text messaging software to achieve significant patient satisfaction survey participation, receive actionable feedback, and collect testimonials for use in marketing materials.
+500K
MAMMOGRAPHY RECALL TEXTING CAMPAIGN GENERATES MORE THAN $500,000 IN ADDITIONAL REVENUE
One of the nation's leading hospital systems leveraged Dialog Health’s automated and customizable texting solutions to create a texting mammogram reminder campaign. The campaign substantially increased revenue, appointment volume, and the number of patients who received this lifesaving screening.
948%
GOOGLE REVIEWS SKYROCKET BY NEARLY 1000% USING DH TEXTING
"Dialog Health's two-way texting platform has transformed the online presence for these nine centers with an automated and customized post-appointment survey text messaging campaign. All the outpatient centers now boast an impressive number of Google reviews and very strong Google ratings, proving that two-way texting is a highly efficient and effective way to drive numerous positive, online reviews."
- CMO - National Outpatient Organization
95%
REACH RATE OF REFERRAL PATIENTS
"Using text messaging for patient referral communication has helped us increase staff productivity and reduce time on manual tasks by eliminating phone calls that often led to voicemails. Most patients call to schedule their appointment on the same day as they receive the referral text. Texting has proven to be a quick and highly effective means of engaging with and empowering our patients to take a more proactive role in their healthcare."
— Director, Metabolic and Nutrition Services
225%
INCREASE IN COMPLETED PRE-APPT DOCS VIA WEB PORTAL
"With Dialog Health, we're meeting patients where they are; we're interacting with patients the way they're accustomed to, which is their mobile device; and we're communicating with patients in the method they increasingly prefer. Our older patients are preferring texting as well. People don't have time to read emails and often ignore phone calls. Texting is the easiest, most effective way to get responses from most patients.
Dialog Health is helping us better achieve our company's goals. At AMS, we talk a lot about the Quadruple Aim. Texting is helping us touch on all those points. It supports our efforts around achieving good outcomes, delivering a great patient experience, improving efficiencies that lower costs, and providing feedback that enhances the healthcare worker experience. It's rewarding to know that we're contributing to the positive changes our healthcare system needs.”
- Tina Mentz, Chief Operating Officer, Ambulatory Management Solutions
70%
TEXTING ELIMINATES 70% OF EMERGENCY DEPARTMENT DISCHARGE PHONE CALLS
"Texting has proven to be a highly efficient, fast, and cost-effective way to streamline much of our emergency department discharge communications and reduce staff workload without sacrificing care quality.
By adding text messaging, we can communicate with patients in a manner many of them prefer, which also helps improve satisfaction and engagement. Texting also allowing us to achieve other improvements, such as increasing adherence with primary care follow-up appointments and collections."
- Bryan Yarbrough, Director of Integrated Services, Marketing, Ardent Health Services
83%
OF ASC PATIENTS RESPOND TO NPS SURVEY SENT BY TEXT
"We are proud of the excellent patient-centered care provided at our centers each and every day. One important way we measure our effectiveness is through our Net Promotor Score survey to patients. Our strong partnership with Dialog Health allows us to leverage a texting outreach platform, which has demonstrated an incredible rate of response. This feedback loop is so important as it provides visibility into our successes and also areas for improvement. Ultimately, this patient communication solution allows us to celebrate the dedication of our entire care team’s ability to achieve high-quality care with a great patient experience."
- David Shackelford, MHA, Regional Vice President, Operations AMSURG
82%
REDUCTION IN READMISSION IN AS LITTLE AS 90 DAYS
"The Dialog Health platform helped our surgical facility to not only reduce our readmissions by 82%...we also saved 9 staff hours by not having to make TJR-related phone calls. Our patients liked getting text messages and our staff loved the time-saving and ease of contact."
– Administrator - Hospital Surgical Center
46K
DURING COVID-19 LOVELACE SENDS SUPPORT MESSAGES TO STAFF
The Dialog Health platform allowed Lovelace to communicate quickly and efficiently to nearly 3,600 employees. Between March 15 and March 31, Lovelace sent more than 46,000 messages at the onset of COVID-19 pandemic. The messages we supportive, inspirational and resource filled improving the morale of the staff.
– Lovelace Health System
75K
PHONE CALLS ELIMINATED IN 60 DAYS - INCLUDING NEGATIVE COVID-19 TEST RESULTS
Within the first 60 days of implementing live text messages to inform patients of COVID-19 negative results, CareSpot was able to eliminate the need for its physicians to make more than 75,000 phone calls. This allowed CareSpot physicians to spend more time providing services to patients.
– CareSpot Urgent Care System
65K
SMS SENT - TWO-WAY TEXTING PROVIDED NEW ERA OF AGENCY-WIDE, EMPLOYEE AND ORGANIZATIONAL COMMUNICATION
“CATS achieved and fulfilled its communications directives by introducing the Dialog Health two-way texting platform. We are now able to communicate, inform and roll-out messaging involving our employee benefit offerings, employment engagement activities, emergency notifications, changes involving transit scheduling, and most recently, information with respect to COVID-19, across the organization.”
–Jim F., Capital Area Transit System
34%
REDUCED NO-SHOWS BY 34% DRASTICALLY INCREASING REVENUE
“Dialog Health has been a great addition to communicate with our patients. It has allowed us to connect much more efficiently without any of the regular issues that present with conventional communication. I would recommend the system because it has so many different functions from decreasing no-shows to notifying our patients of last-minute office changes due to weather delays.”
– Braxton H., Medical Office Coordinator
92%
REDUCED POST-OP CALLS BY 92% AND SAVED STAFF TIME
“Dialog Health saved my staff from having to make more than 3,250 calls which has substantially impacted our FTE per case. From a PACU workflow standpoint, the productivity gains we have seen using Dialog Health system have been significant.”
–Nelson Rue, Administrator, Baptist Plaza Surgicare
4K+
SENT TEXT MESSAGES TO OVER 4,000 PEOPLE SIMULTANEOUSLY IN JUST 10 MINUTES
“The Dialog Health platform has brought a new light to the way we communicate with our patients. Outside the appointment reminders, this platform has provided my clinic with the ability to communicate with a mass amount of patients in a very short amount of time. With the ability to send mass texts to specific patients, we have dramatically reduced the number of hours spent on the phone and minimized the stress level within my staff.”
–Austin R., Clinic Manager
78%
OVER 78% ENROLLMENT RESPONSE RATE AND REDUCED ACQUISITION COSTS
“Dialog Health provided the perfect delivery method for our mobile compatible enrollment website, resulting in the elimination of costly onsite enrollments, worksite disruption and with a much higher participation rate than hosting voluntary benefits on benefit admin systems,”
– Tom Smith, Founder of VBA and developer of www.HighLowOrNo.com voluntary benefits enrollment platform.
54%
INCREASED CASH FLOW BY REDUCING ACCOUNTS RECEIVABLES BY 54% IN JUST 6 WEEKS
“By working with Dialog Health, we were able to reduce the outstanding balances by over half in about six weeks. My staff found the direct texting to be far more efficient and pleasant than making many phone calls, and not having to send letters reduced our expenses.”
- Barry Cullen, Regional Vice President, USPI
95%
THOUSANDS OF EMERGENCY MESSAGES DURING HURRICANE HARVEY AND IRMA…REDUCING STAFF PHONE TIME BY 95%
“The Dialog Health platform was essential during Hurricane Irma. With mandatory and voluntary evacuations taking place during the state of emergency...the only way to reach our employees was on their mobile phones. The two-way texting platform was a quick way for us to do headcount checks, identify which staff had evacuated, and confirm employees were safe and accounted for. We also used the system to keep staff apprised of office closures and re-openings.”
- Amy Southerland Lugar, HUB International Southeast
IN THE NEWS
Mar 7, 2023
How text messaging improves patient recall and revenue
Feb 22, 2022
BetterHealthcare Partners with Dialog Health
Oct 5, 2021
Improving Patient Engagement: Seven ways texting can make a difference
BECKER'S
ASC REVIEW
June 11, 2021
5 great ways to use texting to improve your ASC's online reputation
Physicians Practice
December 30, 2020
Crisis Communications: Solutions for 5 top challenges
BECKER'S
ASC REVIEW
June 19, 2020
8 ways for hospitals to use text messaging for employee engagement
Nashville Post
April 14, 2020
Local telehealth businesses are booming during pandemic
BECKER'S
ASC REVIEW
February 11, 2020
10 reasons text reminders can be a GI recall program game-changer.
PHYSICIANS
PRACTICE
October 3, 2019
7 benefits of two-way text messaging with patients
ASCA PRESENTS
ASCA 2019
Dialog Health had the opportunity to present on improving patient engagement solutions with two-way texting. Sharing real results ASC are getting with improving their patient engagement.
June 9, 2022
Anesthesia group sees spike in patient engagement with texting platform
MEDICAL ECONOMICS
Dec 20, 2021
Why text messaging is good for the business of healthcare
BECKER'S
ASC REVIEW
Sept 9, 2021
Ambulatory surgery centers use texting to help manage COVID challenges
PR NEWSWIRE
May 18, 2021
Texting Eliminates 70% of Emergency Department Discharge Phone Calls
BECKER'S
HOSPITAL REVIEW
October 15, 2020
5 emergency communication lessons hospitals earned from COVID-19
BECKER'S
ASC REVIEW
May 19, 2020
Reopening patient communications under COVID-19: 8 messages for ASCs
PHYSICIANS PRACTICE
March 26, 2020
5 ways texting makes telehealth simpler and more effective
DIAGNOSTIC IMAGING
March 5, 2020
Two-way texting: The simple, effective way to reduce radiology revenue loss.
BECKER'S
HOSPITAL REVIEW
June 19, 2019
8 reasons why hospitals need a patient texting platform
HR DISRUPT CONVENTION
December 2018
Employee engagement is too important to take a chance with your communication. Texting technology drastically improves employee communication.
March 2022
The tech savvy physician uses two-way texting
Oct 11, 2021
Episode 141 - Focus Segment on OAS-CAHPS, Patient Satisfaction, Patient Communications and Engagement
HR GAZETTE - PODCAST
June 29, 2021
How SMS can grow employee engagement
Becker's Hospital Review
February 12, 2021
8 ways hospitals are using text messaging to navigate the pandemic
ASC Focus Magazine
August, 2020
Drop a Text - Communicate money matters with your patients like financial institutions do
EndoEconomics
May 4, 2020
Texting for improving GI Patient Recall Programs
BECKER'S
ASC REVIEW
March 11, 2020
Critical coronavirus text communications for healthcare facilities
BECKER'S
HOSPITAL REVIEW
September 3, 2019
3 ways hospital HR departments benefit from texting
ASC FOCUS
MAGAZINE
February 2019
Improve Patient Engagement with Two-Way Texting. Advantages of replacing voicemails with electronic messaging.
RESULTS - CASE STUDY
CASE STUDY: 83% of ASC Patients Respond to NPS Survey Sent by Text
An ASC in Texas uses two-way texting to send Net Promoter Score (NPS) surveys to patients and generate more participation and favorable online reviews.
“We are proud of the excellent patient-centered care provided at our centers each and every day. One important way we measure our effectiveness is through our Net Promotor Score survey to patients. Our strong partnership with Dialog Health allows us to leverage a texting outreach platform, which has demonstrated an incredible rate of response. This feedback loop is so important as it provides visibility into our successes and also areas for improvement. Ultimately, this patient communication solution allows us to celebrate the dedication of our entire care team’s ability to achieve high-quality care with a great patient experience.”
-David Shackelford, MHA, Regional Vice President, Operations, AMSURG
THE PROBLEM:
Digestive Health Center (DHC) of Dallas, an ambulatory surgery center (ASC) owned and operated by AMSURG, wanted to get real-time feedback from patients the day after their surgery, but the ASC believed patients would not respond to emails. Furthermore, relying on phone calls or snail mail was expensive and resource-intensive.
THE SOLUTION:
DHC of Dallas ran a post-appointment patient communication campaign via text messages sent automatically through the Dialog Health two-way texting platform. The ASC added an NPS survey text to the campaign, which asked: “Would you mind rating your experience with us between a 1 and a 5, with 1 being low and 5 being high? Simply reply with the number.”
THE RESULTS:
During 2020, DHC of Dallas sent NPS survey texts to 7,397 patients through the Dialog Health platform. This allowed the ASC to achieve the following:
• 5,830 patients replied with a 4 or 5 (79%)
• 74 patients replied with a 1, 2, or 3 (1%)
• 206 patients replied with a number and provided commentary (2.8%)
• 1,253 patients did not reply (17%)
THE CONCLUSION:
Dialog Health’s two-way mobile messaging platform has proven to be an efficient, fast, and cost-effective way to add a survey text to the patient experience at DHC of Dallas. With the ability to see patient responses in real-time, staff were able to act on any response that required additional attention.
CASE STUDY: 82% Reduction in Readmissions Within 90 Days
Hospital surgical department works with Dialog Health to reduce readmissions and increase patient satisfaction.
THE PROBLEM:
The surgical facility needed a more efficient way to reduce work hours per case while, at the same time, improving readmission reduction benchmarks and improving patient satisfaction.
THE SOLUTION:
Participate in a 90 day POC with Dialog Health, a HIPAA-compliant, cloud-based two-way secure automated and real-time texting solution.
THE RESULTS:
The Dialog Health platform allowed the surgical facility to get the following results:
• 82% reduction in readmissions
• Over 9 staff hours saved by reducing TJR-related phone calls
• Over 11 staff hours saved by reducing Endo-related phone calls
• Improved patient satisfaction while improving staff workflow and efficiency
THE CONCLUSION:
Dialog Health’s two-way mobile messaging platform has proven to be an efficient, fast and cost effective way to reduce readmissions and increase patient satisfaction.
CASE STUDY: REACHING REMOTE EMPLOYEES - SENT OVER 65K SMS
ADDED TWO-WAY TEXTING PROVIDED NEW ERA OF AGENCY-WIDE, EMPLOYEE AND ORGANIZATIONAL COMMUNICATION
“CATS achieved and fulfilled its communications directives by introducing the Dialog Health two-way texting platform. We are now able to communicate, inform and roll-out messaging involving our employee benefit offerings, employment engagement activities, emergency notifications, changes involving transit scheduling, and most recently, information with respect to COVID-19, across the organization.”
–Jim F., Capital Area Transit System
THE PROBLEM:
When a transportation enterprise decided to begin using a new human resources (HR) portal during benefits enrollment, the company realized that getting their long-haul trucker employees to use the portal during the narrow enrollment period would be a challenge given the majority of did not use email and were on the road most of the time.
THE SOLUTION:
In cooperation with its insurance brokers, the company decided to deploy two-way texting so all employees could receive text messages with the link to the new HR portal on their phones. The two-way texting platform could also remind employees when open enrollment was starting and ending and provide additional updates, as needed.
THE RESULTS:
The Dialog Health two-way text messaging platform allowed the HR department to communicate quickly and efficiently to nearly 4,000 employees. A link to the new HR portal shared via text message was clicked more than 4,500 times during the open enrollment period. Considering only 6% of employees opted out of receiving texts, utilization of the texted link was well over 100%. In a single month, over 20,000 texts were sent that informed employees of their benefit options, open enrollment dates, and links to easily select their benefit plans.
THE CONCLUSION:
Dialog Health two-way mobile messaging platform is an efficient and cost-effective way to communicate to all staff with a mobile phone and who elect to remain opted in for texting. Considering that 97% of mobile phones can access the internet, including a link made it simple for the enterprise to engage with its employees and direct them to the HR portal.
EXAMPLES OF TEXT SENT:
•TRANSPORT CO: Hi Fred! Benefits Open Enrollment begins TODAY. Benefits Open Enrollment allows you to elect or make changes to your employee benefits. Let our HR portal help you choose the best plans: bit.ly/MYBenefits. Make your final decisions through your standard benefit enrollment method on or before October 31. If you have questions, please call HR.
•
•TRANSPORT CO: Fred, don't delay! Enroll before Oct 31 for benefits. Review your benefits options here: bit.ly/MYBenefits and then make your final decisions TODAY through your standard benefit enrollment method.
•
•TRANSPORT CO: Tomorrow is the LAST DAY to enroll or make changes to your benefits. Review your benefits options here: bit.ly/MYBenefits Use your standard benefit enrollment method to make benefit decisions TODAY.
CASE STUDY: STAFF SUPPORT TEXTS DURING COVID-19
LOVELACE HEALTH SYSTEM USES DIALOG HEALTH TO COMMUNICATE COVID-19 UPDATES AND SEND SUPPORT MESSAGES TO STAFF
THE PROBLEM:
When COVID-19 hit, Lovelace Health System in New Mexico realized that its ability to effectively communicate with all of its staff was insufficient to handle the ever-changing and updating guidelines being issued by federal, state, local, and even corporate authorities.
THE SOLUTION:
Lovelace decided to deploy two-way text messaging so all employees could receive timely messages with relevant updates on their phones. The two-way texting platform provided leadership with the ability to send messages with updates, inspirational quotes, and reminders about key employee resources, such as the system's employee assistance program.
THE RESULTS:
The Dialog Health platform allowed Lovelace to communicate quickly and efficiently to nearly 3,600 employees. Between March 15 and March 31, Lovelace sent more than 46,000 messages, such as:
Lovelace: As we enter another week of challenges during this crisis, we encourage you to take this opportunity to embrace the time with your family and loved ones, to find ways to help others and take time for yourself, knowing that we will get through this period.
Lovelace: Be sure to review the updated PPE guidelines in light of COVID-19 with your manager to ensure you have appropriate protection at work.
Lovelace: During the COVID-19 pandemic, it's important to clean commonly touched surfaces, such as your cell phone's screen. Apple, Google, and others are recommending the use of 70% isopropyl alcohol wipes or Clorox Disinfecting Wipes. PLEASE check with your manufacturer for specific instructions.
Lovelace: Looking for a way to help your fellow New Mexicans? Give blood at our drive in the parking lot behind Lovelace Women's Hospital on Thursday, July 2, from 10 a.m. - 2 p.m., at 101 Hospital Loop. Call 505.246.XXXX for info.
THE CONCLUSION:
The Dialog Health two-way mobile messaging platform has proven to be an efficient and cost-effective way to communicate with all staff who have a mobile phone and chose to remain opted in for texting. Lovelace continues to use the platform daily and is exploring ways to further leverage text messaging for staff communications.
“Lovelace: During this challenging time, we want you to know that we are appreciative of everything you do and the sacrifices that have been made. Your selflessness is a reflection of our patient care and represents the best of our centers."
CASE STUDY: TEXTING SAVED STAFF FROM MAKING OVER 75,000 CALLS
URGENT CARE COMPANY USES DIALOG HEALTH TEXTING PLATFORM TO COMMUNICATE NEGATIVE COVID-19 TEST RESULTS
THE PROBLEM:
When CareSpot Urgent Care began performing COVID-19 tests in spring 2020, its physicians were finding that they were spending a few hours every day making phone calls just to tell patients that their test results came back negative.
THE SOLUTION:
CareSpot decided to leverage live-texting feature of the Dialog Health HIPAA-compliant, two-way text messaging platform. This allowed physicians to send texts to patients letting them know that their COVID-19 test results were normal. CareSpot was already using live texting to communicate with patients about normal results for other studies, so the addition of a COVID-19-related text was simple to set up and deploy.
THE RESULTS:
Within the first 60 days of implementing live text messages to inform patients of COVID-19 negative results, CareSpot was able to eliminate the need for its physicians to make more than 75,000 phone calls. This allowed CareSpot physicians to spend more time providing services to patients.
THE CONCLUSION:
The Dialog Health two-way mobile messaging platform has proven to be an efficient and cost-effective means of freeing up valuable physician time by reducing the need for physicians to communicate with patients via phone calls, which are time- and resource-intensive process. CareSpot, its physicians, and patients also benefit since the urgent care centers using the live-texting feature for COVID-19 have more time available to schedule appointments and provide services.
CASE STUDY: REDUCE NO-SHOWS
PHYSICIAN GROUP USES DIALOG HEALTH TO HELP REDUCE NO-SHOWS WITH PATIENTS BY 34% AND GREW REVENUE BY $100,000.
THE PROBLEM:
The physician services division of a large health system had a goal of reducing appointment no shows. Missed appointments were costing them considerable time and money. The primary form of appointment related communication was automated phone calls.
THE SOLUTION:
The physician services division implemented a two-way real time text messaging platform from Dialog Health. The platform provides clinics the ability to engage patients via automated messaging, ad hoc (group) messaging and direct text messaging. The system has proven the ability to increase revenue, decrease costs, improve staff workflow and enhance patient satisfaction.
THE RESULTS:
The Dialog Health solution dropped the collective no-show rate in six mon by 34%, from 7.64% in December to 5.03% in June. The Physician’s group has projected $100,000 in additional revenue.
THE CONCLUSION:
Dialog Health two-way mobile messaging platform has proven to be an efficient and cost effective way to reduce no-shows and increase revenue.
“Dialog Health has been a great addition to communicate with our patients. It has allowed us to connect much more efficiently without any of the regular issues that present with conventional communication. I would recommend the system because it has so many different functions from decreasing no-shows to notifying our patients of last-minute office changes due to weather delays.”
– Braxton H., Medical Office Coordinator
CASE STUDY: REDUCE PHONE CALLS
AMBULATORY SURGERY CENTER USES DIALOG HEALTH TO HELP REDUCE POST-OP CALLS BY 92%.
THE PROBLEM:
Post-op staff at a high volume surgery center struggled to get patients on the phone the day after surgery to check in on them. Staff were making on average 2.5 calls to each patient to ask the required post-op questions regarding nausea, pain, and relative well being. The typical call lasts about 6 minutes. Staff were also spending unproductive time leaving voicemail messages and most often recalling multiple times before finally getting the patient on the phone.
THE SOLUTION:
The ASC implemented Dialog Health’s two-way real time text-messaging solution. They immediately automated the delivery of a “1 day post-op” follow-up text survey that would replace the phone call if the patient responded positively to the questions. Dialog Health worked with the quality professionals at the ASC to design the questions to meet the requirements of recent QAPI changes.
THE RESULTS:
Over a 4 month period from April to July, 1,768 patients opted-in for text reminder messages. 1,411 (80%) patients responded to the post-op text questions. 1,301 (92%) patients responded YES to all of the questions, and saved the cost of the time necessary to make post-op phone calls. 101 (8%) patients responded NO to at least one of the questions so the center called the patient. Overall, Dialog Health reduced post-op calls by 92%.
THE CONCLUSION:
Dialog Health’s two-way mobile messaging platform has proven to significantly improve sta workflow and productivity through its unique text survey capabilities.
“Given we average about 2.5 calls per patient during post-op follow up, the 1,301 patients who responded YES to the texts sent by Dialog Health saved my sta from having to make more than 3,250 calls which has substantially impacted our FTE per case. From a PACU workflow standpoint, the productivity gains we have seen using Dialog Health have been significant and my nurses now concentrate on doing what we do best...care for our patients.”
-Nelson Rue, Administrator, Baptist Plaza Surgicare
CASE STUDY: EMERGENCY / MASS COMMUNICATIONS
PHYSICIAN GROUP USES DIALOG HEALTH TO HELP ALERT THOUSANDS OF PATIENTS WITHIN MINUTES DRASTICALLY REDUCING STAFF PHONE CALLS.
THE PROBLEM:
A major practice was having diffIculty communicating quickly with patients, staff, and providers when unexpected events happened— increasing stress, confusion, and costs due to miscommunication and the chaos it caused.
THE SOLUTION:
The practice implemented Dialog Health’s Ad Hoc mobile messaging solution to send messages to a specific segment of the patient, staff, and provider population.
THE RESULTS:
Using the Dialog Health Ad Hoc mobile messaging solution, the administrator sent 4,706 messages for 1 practice in 3 locations instead of using phone calls to reach the same population. Total time spent by administrator: less than 10 minutes. The Ad Hoc solution is also a great incentive to get patients to OPT-IN, which in turn increases patient satisfaction.
THE CONCLUSION:
Dialog Health’s two-way mobile messaging platform has proven to drastically reduce staff workload and reach thousands of patients in minutes.
“The Dialog Health platform has brought a new light to the way we communicate with our patients. Outside the appointment reminders, this platform has provided my clinic with the ability to communicate with a mass amount of patients in a very short amount of time. Throughout this year, we have had multiple cases of inclement weather or ill providers where we had to communicate with our patients that would potentially be affected. With the ability to send mass texts to specific patients, we have dramatically reduced the number of hours spent on the phone and minimized the stress level within my staff.”
-Austin R., Clinic Manager
CASE STUDY: INCREASED BENEFITS ENROLLMENT AND REDUCED ACQUISITION COSTS
Broker recommends to Employer HR department to use Dialog Health two-way text solution to eliminate onsite disruption and costly benefit admin buildout for voluntary benefit enrollment. The text messages also kept voluntary plans non-ERISA. The process dramatically reduced acquisition cost and generated $100 of annual revenue per eligible employee.
THE PROBLEM:
An Employer with more than 3,000 employees realized that hosting voluntary benefits on their benefit admin system was not only costly but was resulting in very low participation and potentially triggered ERISA plan requirements. Enrollment deadlines were often missed as Employees did not respond to reminder emails in a timely manner or did not engage with marketing collateral that was distributed. Also, Employers found onsite enrollment visits caused worksite disruption with limited engagement.
THE SOLUTION:
The insurance broker recommended the Employer use Dialog Health’s two-way mobile messaging platform for enrollment related communication. The Employer deployed Dialog Health’s two-way texting solution letting Employees know that Annual Enrollment had begun and that they MUST accept or decline voluntary benefits by a certain date. Given that over 90% of mobile phones have access to the internet, the text messages included a direct link to a third party voluntary benefits website and the access code for the Employee. This allowed the Employees to log on and enroll directly from their mobile device. The texts focused on two distinct campaigns: Accident/CI/Identity Theft and Life/Long Term Care. If an Employee had not completed enrollment by a set date, they were sent a 2nd text reminding them that enrollment was not completed and again giving them a link to the benefits website in the text. Importantly, the website was set-up as a bit.ly link so that the company could track the number of clicks on the link sent via the text messages.
THE RESULTS:
As a result of using Dialog Health’s two-way texting solution the Employer drastically increased engagement with their voluntary benefits enrollment campaign. The Accident/CI/Identity Theft campaign, 9399 SMS texts were sent with over 78% of employees logging into the enrollment website (7385 responses). For the Life/Long Term Care campaign, 57% of employees logged in and accepted or declined coverage (1786 responses to the 3139 texts sent). Also, the text included a direct link to a third-party enrollment system that was clicked on over 60% of the time.
THE CONCLUSION:
The Dialog Health two-way mobile messaging platform has proven to be a highly effective and very cost-efficient way to inform and engage Employees of voluntary benefits, keep plans non-ERISA and directly link them to a third party voluntary benefits website where they can accept or decline coverage.
“Dialog Health provided the perfect delivery method for our mobile compatible enrollment website, resulting in the elimination of costly onsite enrollments, worksite disruption and with a much higher participation rate than hosting voluntary benefits on benefit admin systems,”
- Tom Smith, Founder of VBA and developer of www.HighLowOrNo.com voluntary benefits enrollment platform.
CASE STUDY: IMPROVE REVENUE COLLECTION
Ambulatory surgery center uses Dialog Health to help reduce outstanding accounts receivables with patients from $110,000 to $48,000 in just 6 weeks.
THE PROBLEM:
Chasing up payments from patients can be an expensive, time consuming, and inefficient process. Employees at a high volume surgery center attempted multiple calls and sent multiple letters in hopes of reaching the patients who had payments that were past due. As of October 1, the facility had $110,000 in outstanding accounts receivables with patients.
THE SOLUTION:
The ASC which was already using Dialog Health’s two-way real time text messaging platform for appointment related communication added messages to the Dialog Health platform to remind patients that a payment was due. Employees were able to send direct texts to the patient instead of making multiple phone calls or mailing billing correspondences. Importantly, the text messages included a link to their payment portal and a phone number the patient could call if they had any questions.
THE RESULTS:
The ASC was able to reduce their outstanding accounts receivable balance from $110,000 to $48,000 in just six weeks by using the Dialog Health platform. Employees also had more time to focus on other tasks at the facility instead of making phone calls and generating and mailing reminder invoices.
THE CONCLUSION:
Dialog Health two-way mobile messaging platform has proven to be an efficient and cost effective way to improve the collection of accounts receivables from patients.
“The Dialog Health platform is an invaluable part of our e orts to improve our payment collections process. By working with Dialog Health, we were able to reduce the outstanding balances by over half in about six weeks. My sta found the direct texting to be far more ecient and pleasant than making many phone calls, and not having to send letters reduced our expenses. Not only has the Dialog Health platform been extremely cost e ective, but feedback from our patients has been positive in that they find a text reminder less of a hassle and more welcoming than a phone call.”
- Barry Cullen, Regional Vice President, USPI
95%
THOUSANDS OF EMERGENCY MESSAGES DURING HURRICANE HARVEY AND IRMA…REDUCING STAFF PHONE TIME BY 95%
“The Dialog Health platform was essential during Hurricane Irma. With mandatory and voluntary evacuations taking place during the state of emergency...the only way to reach our employees was on their mobile phones. The two-way texting platform was a quick way for us to do headcount checks, identify which staff had evacuated, and confirm employees were safe and accounted for. We also used the system to keep staff apprised of office closures and re-openings.”
- Amy Southerland Lugar, HUB International Southeast