How a Premier PT Practice Reduced Costs and Eliminated Receptionist Turnover
Situation
that distracted attention from patients and negatively impacted
client bill payment and appointment scheduling.
Receptionist Attrition
Hiring often took 2 months, with a 1 month onboarding, and then tenure only lasting 6 months
Therapists Distracted Doing Check-Ins
At locations with no receptionist, management or physical therapists were stuck doing check-ins leading to less patient time and burnout
Prospects Left On The Table
Overwhelmed receptionists couldn’t answer the phone to bring in new clients because of office workflow
High No-Shows Or Missed Payments
Patients often left the office without scheduling their next appointment or paying their bill
Solution
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
Seamless Check-Ins
No more confusing forms; all patients fill out intake forms with the help of a receptionist
Expanded Hours
With WelcomeWare, NYSSPT practices are able to operate more than 40 hours per week
Always A Friendly Face Upfront
WelcomeWare is always on – no lunch break or vacation – and always has a friendly receptionist ready to greet
No Distractions
PT’s and management no longer work on administrative tasks, outsourcing that to WelcomeWare
Results
WelcomeWare allowed NYSSPT to hire fewer,
higher quality receptionists who delivered tangible impact
Increased Patient Attendance
NYSSPT’s receptionist now follow a pre-defined check-in protocol to include scheduling the patient’s next appointment
Less Time On HR, More Time On Business
Without having to focus on hiring and training new receptionists every few months, NYSSPT is focused on treating patients
Reduce Costs And Improve Cash Flow
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
“Using WelcomeWare in all of our locations has helped reduce my front office cost by 65%. It also improved scheduling and payment collections. Most of all, it allowed my admin team to focus on higher ticket items like turning leads into new patients.”
Dr. Karn Santikul, CEO at NYSSPT
