Even in well-staffed, efficient offices, the recall system is often not a priority. Regardless, it is one of the most important systems—boring or not—in the practice. CallForce, a new automated recall service, brings innovation to filling open appointment spots, according to Dianne Watterson, RDH, MBA.
There is a new, exciting program available to help dental practices with recall or reactivation management called CallForce. One of its great aspects is that it does not lose personal touch to automation.
Recall. Recare. Cleaning. Checkup. These are boring, negative terms that describe the continuing care that we provide for our patients. Boring or not, it is one of the most important systems in the practice. Yet, it is a job that is relegated to the we-do-it-if-we-have-time category, especially in those “lean and mean” offices where business assistants are spread so thin that they can hardly keep the phones answered and take care of the many patient check-in and check-out duties.
Even in well-staffed offices, it is not unusual to find that managing the recall system is not a priority. When an opening occurs in the hygiene schedule, nobody gets excited. It’s just such a drudgery to pull out that long list of unscheduled people and find someone who might be interested in taking that appointment.
Finally, there’s some good news on the recall front, and it’s called CallForce. CallForce is an automated program with a distinctly personal touch. The purpose is getting patients in the schedule.
This is a very slick program that will filter out patients that already have an appointment, an outstanding balance, and many other criteria. CallForce has trained staff members who make outbound calls to all of your overdue patients. In a professional manner, they talk to them to find a time that works for them to come back in to your office for their preventive appointment. Show rates are important. The CallForce people ensure that no wishy-washy appointments are made. They will also customize your program if needed.
CallForce callers are trained to use various practice management software. When they make an appointment, they will schedule that appointment directly into your appointment book. This way, if your office uses any other patient communication service, the appointments will be directly integrated into that program.
One of the best things about CallForce is that your practice only pays for appointments that are scheduled, nothing more. Their contracts are month to month. Their service can help with catching up on a list of overdue patients or reactivating unscheduled patients. Your office will receive feedback about each patient that was personally contacted. Whether it is appointments scheduled, patients moved, or new addresses, CallForce will send you a report free of charge.
Keeping the hygiene schedule full should be a priority in every practice, but as we all know, maintaining the hygiene schedule is just one of a myriad of duties at the business desk. Just ask any busy front office assistant who is attempting to keep up with all the demands of her job. It is sometimes difficult to find time to focus on recall or reactivation.
It is six times more expensive to acquire a new patient than to reactivate an existing patient. Additionally, most restorative work is discovered during hygiene visits, so that makes it all the more important to insure the hygiene schedule stays as full as possible.
That’s where CallForce might fit in nicely. Knowing that the office pays only for appointments that are scheduled helps guarantee a good return on investment. If you are interested in learning more about CallForce give them a call at (801) 901-3816 or e-mail them at [email protected].
Editor's note: This article first appeared in RDH eVillage. Click here to subscribe.
