Are you struggling to stay on top of patient communications without sacrificing quality or personal connection? In care management, reaching patients promptly and efficiently is essential—but it’s often easier said than done. With a high volume of daily referrals, care managers face the challenge of reaching patients who are often hard to contact or unresponsive.
For example, if a care management organization receives 800 referrals, half may be inactive, or the patient (or guardian) might not even know the referral was made. Care managers often spend hours trying to contact unresponsive individuals, which takes time away from engaging with those who are ready for care.
At Leap Metrics, we understand this challenge and have integrated advanced voice automation into Sevida’s workflow to save time and keep care management teams focused on what matters most.
Automation for Efficient Patient Contact and Engagement
For organizations managing large volumes of referrals, Sevida’s Interactive Voice Response (IVR) system takes patient engagement to the next level. A workflow engine automates the patient contact process from the moment a new referral is received. When a patient is assigned to the care management organization, the system automatically triggers a phone call from the organization’s number. The patient hears a pre-recorded message and is prompted to press certain keys to schedule an appointment or receive additional instructions. For example, pressing “1” could schedule an appointment, while pressing “2” could provide more information or direct the patient elsewhere.
If they answer, the call connects them directly to the referral intake coordinator. If the patient is unavailable, Sevida leaves a voicemail and schedules follow-up attempts in 3-4 days, continuing to try and reach them. After the final attempt, Sevida leaves a message encouraging the patient to reach out. The number of days between follow-up calls, and the number of contact attempts can be adjusted to fit the organization’s preferences.
This automated system reduces the time care managers spend chasing down unresponsive referrals, allowing them to focus on patients who are ready to engage. By efficiently capturing responses in real-time and eliminating the need for repeated calls, Sevida ensures that no referral is neglected and that valuable time isn’t wasted on unreachable patients.
Adding a Personal Touch with Staff Voice Recordings
One of Sevida’s standout features is the ability to use staff members’ recorded voices for these automated calls. By personalizing the message with a familiar voice, the automation feels more human and less robotic, enhancing the patient experience and ensuring they feel more connected to the care team.
Significant Time and Cost Savings
IVR automation is more than just a time-saver—it’s a cost-saver, too. By automating patient outreach, organizations can save up to 50% of the time staff would otherwise spend tracking down unresponsive referrals. With the automation system handling routine outreach tasks, care teams can focus their energy on the patients who are actively engaging, leading to better outcomes and a more efficient use of resources.
Ready to streamline your outreach, improve patient engagement, and save valuable time? Let Sevida’s configurable IVR workflow automation work for you, transforming the way you connect with patients and manage your resources more effectively.
