Case Study: Elman Retina Group improves appointment reminders and reduces labor costs with West Corporation

Elman Retina Group Returns to West for Outstanding Customer Service

Elman Retina Group, a retina practice serving mostly older patients, needed a better way to handle appointment reminders and reduce the time staff spent making manual calls. After trying another automated notifications provider and experiencing unreliable delivery and poor customer service, the practice returned to West Corporation for help with its automated reminder service.

West Corporation’s automated notifications solution streamlined ERG’s reminder process, letting staff upload files and send calls the next day in just seconds. The change saved the practice more than $14,000 annually in labor costs, freed staff time for other patient-care tasks, and helped prevent no-shows that could cost about $600 per missed new-patient visit, while also improving reliability and patient satisfaction.

Elman Retina Group

Elene Aiken

Practice Administrator