Leveragin AI and RPA to Create an SMS/Email/Voice Reminder App to Decrease Cancellation Rates

Transforming Patient Engagement and Revenue:

In today's rapidly evolving healthcare landscape, effective patient communication is more crucial than ever. It's not just about filling appointment slots; it's about creating a seamless, engaging experience that fosters trust and long-term relationships. That's where an AI-powered SMS and Email Reminder System Platform comes into play.

PROJECT OVERVIEW

PROJECT DETAILS

Project Type Custom Software Development

Technologies RPA, Open AI, SMS, CentralReach Integration

PROJECT SUMMARY The project, completed in just 6 weeks, involved creating a web-based solution integrated with the ABA’s practice management system utilizing both AI and RPA technology.

THE CLIENT

Healthcare/ABA (Applied Behavioral Analysis)

Situational Overview An ABA was experiencing cancellation rates of 20-30% each month from both clients and RBTs. In addition to the cancellations, each appointment required the scheduling team to reach out to the client and the RBT to not only confirm the cancellation but also to attempt rescheduling. The back and forth texts, emails and phone calls were not only inefficient but very costly. Just to notify all parties of the cancellations would take 10+ minutes and up to 30 minutes each if they were rescheduled. The workload was overwhelming to scheduling staff and frustrating for clients and RBTs as well. The need was clear: an efficient, scalable, and HIPAA-compliant solution to streamline reminders and facilitate better patient engagement.

CHALLENGES

Overview

Inefficient Manual Processes: Staff relied on manual phone calls, which consumed significant time and resources.

High No-Show Rates: Missed appointments led to inefficiencies in scheduling and revenue loss.

Patient Engagement: Limited communication channels resulted in lower patient satisfaction.

THE SOLUTION

A large ABA organization partnered with Serious Development to implement a customized SMS and Email Reminder App, achieving a significant 20-30% monthly reduction in cancellation rates. Leveraging AI and RPA technologies, the organization transitioned from time-intensive manual processes (10-20 minutes per task) to near-full automation, minimizing scheduling team involvement. Key features of the solution included:

Automated Appointment Reminders: SMS and email reminders ensured clients and RBTs received timely notifications.
Two-Way Communication: Enabled confirmations or rescheduling directly through SMS or email.
HIPAA Compliance: Safeguarded client and patient data with industry-standard security measures.
Integrated RPA for Scheduling: Automated the processing of cancellations and reschedules back into the organization’s practice management system (CentralReach).
Enhanced Reporting: Generated detailed reports to track improved cancellation rates over time.
AI-Driven Response Handling: Processed non-standard responses like “My child is sick so I need to cancel” by automatically confirming cancellations with empathetic and accurate responses.
Voice Reminders: Introduced life-like automated voice calls for families using landlines or without voicemail on their cell phones.

Implementation

Customization: The SMS Reminder App was tailored to seamlessly integrate with the organization’s existing practice management system, CentralReach.
Training: Staff received hands-on training with a user guide and video tutorials included in the app’s help section to optimize app usage and improve client interactions.
Phased Rollout: A strategic rollout across multiple locations ensured a smooth transition, achieving full implementation within just 8 weeks.

Results

Reduced Cancellation Rates: Achieved a 25% improvement in appointment adherence within the first three months.
Increased Efficiency: Scheduling tasks that once took 1-2 hours per day per scheduler were reduced to less than 5 minutes per day, with one scheduler managing mainly reschedule requests.
Improved Rescheduling: Automated rescheduling requests resulted in higher client satisfaction and better utilization of authorized hours.
Enhanced Client Satisfaction: Surveys indicated a 25% increase in positive feedback regarding appointment communication.

This solution not only streamlined operations but also significantly improved client and staff experiences.

Results This case study illustrates how a custom SMS and Email Reminder App transformed client and RBT communications and increased operational efficiency for large ABAs. The implementation highlights the app’s scalability and adaptability across various ABA/healthcare settings, ensuring it meets industry standards while delivering measurable results.

"The SMS and Email Reminder App has been a game-changer for our practice. Not only have we seen a 25% reduction in cancellations, but our staff has saved countless hours since it integrates with our EHR (CentralReach). Clients and RBTs love the convenience, and we’ve received fantastic feedback." - VP of Operations