Case Study: Annapolis OB-GYN improves patient communications and collections with West Corporation automated messaging

Annapolis OB-GYN Delivers Patient Communications with Automated Messaging

Annapolis OB-GYN needed a more efficient way to manage patient communications beyond basic appointment confirmations, while reducing staff time and mailing costs. The practice worked with West Corporation and its automated messaging solution from West/TeleVox to streamline outreach for confirmations, recalls, and payment reminders.

West Corporation implemented a flexible automated messaging program tailored to different patient needs, including standard and new-patient confirmations, no-show follow-ups, emergency reschedules, recall notices, and payment reminders. The results included a 24.4% transfer rate from live-answered recall notifications and a 16.0% transfer rate from live-answered payment reminders, with collections messages costing about $4.09 per resolved account.

Annapolis OB-GYN

Ruth Malinich

Scheduling/Credentialing Coordinator