Automated SMS Notifications

Case Study: Optimizing Video Visit Attendance with Automated SMS Reminders

Service: Data Integration Services
Industry & Size: Healthcare & 13,167 employees
Key Challenge: Cost-effectively improve patient attendance for video visits
BI Tools: TeleVox, FTP, Epic EHR

Headline Result: Generated over $4 million in monthly revenue, achieving an average 69.88% video visit success rate per quarter, all without call center costs—even for a COVID-19 emergency response initiative.

Time series graph displaying appointment statuses on left vertical axis and net revenue on the right vertical axis from 2019 to 2022 per quarter. Millions in net revenue generated by video visits coupled with automated sms reminders. Created by Amee Gil

Summary:

To ensure patients attended video visits during the pandemic, I implemented an automated SMS reminder system that seamlessly integrated Epic EHR with TeleVox via FTP. Patients received appointment reminders with options to confirm or cancel directly via text, achieving response rates 90% higher than traditional methods. The SMS also included a prep link for video visits, improving patient readiness and reducing unnecessary in-person visits. Automated rebooking for canceled slots maximized appointment capacity and generated over $4 million in monthly revenue, eliminating the need for costly call center support and enhancing scheduling efficiency.

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