Case Study: Howard University reduces no-shows and labor costs with West Corporation TeleVox Appointment Reminders

Automated Appointment Reminders Reduce No-Shows and Labor Costs

Howard University needed a better way to deliver appointment notifications to patients while reducing the labor and overtime costs associated with manual phone outreach. Working with West Corporation and its TeleVox Appointment Reminders solution, the university looked to improve communication across its large patient base and address a high no-show rate that was limiting appointment volume and care access.

West Corporation implemented automated appointment reminders to consistently reach patients ahead of visits, replacing much of the manual calling process. The results were significant: Howard University eliminated $110,880 in annual FTE costs, cut its no-show rate by 48% from 35% to 18.3%, and retained an estimated 25,000–40,000 appointments each year, creating a multi-million-dollar revenue impact.

Howard University

Valencia Freeman

Manager