Case Study: Hallmark Health System improves no-show rates with RevSpring

Hallmark Health System Decreases Time Spent on Appointment Reminders, Improves No-Show Rates

Hallmark Health System, an integrated health services provider outside Boston, needed a better way to manage appointment reminders across nearly 7,000 monthly appointments for 20 departments. Its Patient Access team was spending too much time making highly customized reminder calls, and inconsistent outreach was contributing to no-shows.

To solve this, Hallmark Health System implemented RevSpring’s outbound IVR for automated appointment reminders, with customized scripts for each department and appointment type. With RevSpring, the health system saved staff time, improved no-show rates, and increased point-of-service payments by 30%, while also giving patients an easy way to reschedule or opt out of calls.

Hallmark Health System

Amanda Niemi

Manager of Central Scheduling