High turnover in front desk coverage required therapists to take on administrative roles that distracted attention from patients and negatively impacted client bill payment and appointment scheduling.
Hiring often took 2 months, with a 1 month onboarding, and then tenure only lasting 6 months
Overwhelmed receptionists couldn’t answer the phone to bring in new clients because of office workflow
Management or physical therapists were stuck doing check-ins leading to less patient time and burnout
Patients often left the office without scheduling their next appointment or paying their bill
NYSSPT introduced WelcomeWare in one of their locations in June 2020,
and have now expanded with virtual receptionists completing all check-ins at all locations
No more confusing forms; all patients fill out intake forms with the help of a receptionist
WelcomeWare is always on – no lunch break or vacation – and always has a friendly receptionist ready to greet
With WelcomeWare, NYSSPT practices are able to operate more than 40 hours per week
PT’s and management no longer work on administrative tasks, outsourcing that to WelcomeWare
NYSSPT introduced WelcomeWare in one of their locations in June 2020,
and have now expanded with virtual receptionists completing all check-ins at all locations
WelcomeWare allowed NYSSPT to hire fewer, higher quality receptionists who delivered tangible impact
Cost Reduction
HR Headaches
NYSSPT’s receptionist now follow a pre-defined check-in protocol to include scheduling the patient’s next appointment
Without having to focus on hiring and training new receptionists every few months, NYSSPT is focused on treating patients
By having receptionists cover multiple locations, and ensuring all patients pay at each visit, costs have gone down and cash on hand has gone up
