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Customer Spotlight: Arizona Center for Urology

Luma Health Customer Spotlight with Arizona Center for Urology

 

In today’s Customer Spotlight, we are pleased to introduce you to the amazing team at Arizona Center for Urology. They recently implemented both our waitlist management and smart reminders products to help reduce their no-shows, as well as the time they were spending on appointment reminders. After implementing our products, they experienced a huge increase in their ROI, as well as time savings.

“Since implementing Luma 4 months ago, we’ve filled 30+ appointments and have generated roughly $7.5k in revenue directly from those filled appointments.”

We recently caught up with their Practice Manager, Ryan Cozzolino, to find out more.

 

What scheduling challenges were you dealing with before you started working with Luma Health?

Appointment reminders were costing us a ton of time. Our front desk staff is already receiving incoming calls all day long. Having to also call patients to confirm their appointments was extremely time-consuming and inefficient. Not only was it tough for our staff to find the time to call every patient on the schedule, but when we would call, it was really difficult to reach patients over the phone.

“With Luma Health’s Text Reminders, our patients are now able to easily confirm or cancel their appointments. It’s so much easier because Luma contacts them via text message. So, we’re not chasing them with voicemails anymore.”

We also had a lot of problems with no-shows. Rather than cancelling, patients just wouldn’t show up for their appointment. This made things very inefficient because it gave us no chance to re-fill the appointment, even though we have many patients eagerly waiting to see the doctor ASAP.

When patients would cancel, it was always last minute, which left us stuck in limbo. Unfortunately, when someone cancels the morning of for their afternoon appointment, that time slot wouldn’t get filled. We just didn’t have enough time to call around and find another patient to fill it.

“When we can’t see a patient as soon as they’d like (which is all the time), we now add them to the waitlist. If anyone cancels, we can offer the appointment to waiting patients without having to do anything on our part. Luma does the job for us!”

Being such a busy practice, we often book patients 3-weeks in advance. We have many patients eager to take an earlier appointment, but when we would have last minute cancellations and appointment openings, it was impossible to reach those patients over the phone during typical work hours.

The other issue we ran into with filling cancelled appointments is that it took a lot of time to match a patient with the type of appointment they needed. For example, we couldn’t a “new patient” appointment slot with a follow-up visit. We treat so many conditions that the appointment slots aren’t always interchangeable. It all resulted in our front office staff spending a lot of time that unfortunately, didn’t often lead to more appointments filled.

“With Luma’s Waitlist, when there are cancellations, we can now automatically offer earlier appointments to patients. The system also knows which type of appointment to offer each specific patient on our list, which is extremely helpful!”

 

How did Luma Health help with this problem?

With Luma Health’s Text Reminders, our patients are now able to easily confirm or cancel their appointments. It’s so much easier because Luma contacts them via text message. So, we’re not chasing them with voicemails anymore. It’s also great because we now have a heads up when patients cancel and can adjust our schedule accordingly. Knowing ahead of time if a patient needs to cancel their appointment also gives us a chance to fill the spot rather than it going to waste.

“Our front office staff no longer spends hours calling patients to try to get them in sooner to fill cancelled appointment slots.”

Luma Health’s Smart Waitlist + Cancellation Management product has also made our patient experience so much better. As a busy practice, we usually schedule patients 2-3 weeks out. With Luma’s Waitlist, when there are cancellations, we can now automatically offer earlier appointments to patients. The system also knows which type of appointment to offer each specific patient on our list, which is extremely helpful!

Luma Health’s Smart Waitlist + Cancellation Management product has also made our patient experience so much better.”

Our front office staff no longer spends hours calling patients to try to get them in sooner to fill cancelled appointment slots. When we can’t see a patient as soon as they’d like (which is all the time), we now add them to the waitlist. If anyone cancels, we can offer the appointment to waiting patients without having to do anything on our part. Luma does the job for us!

“I can’t recall a single incident when we were able to successfully fill a last minute cancellation. Since implementing Luma 4 months ago, though, we’ve filled 30+ appointments and have generated roughly $7.5k in revenue directly from those filled appointments.” – Ryan Cozzolino

Prior to Luma, we were unable to fill cancellations from our handwritten waitlist. I can’t recall a single incident when we were able to successfully fill a last minute cancellation. Since implementing Luma 4 months ago, though, we’ve filled 30+ appointments and have generated roughly $7.5k in revenue directly from those filled appointments.

 

How has your experience with Luma Health been overall?

“Luma Health has made everyone’s lives easier, including our patients, our staff, and our providers!”

Luma Health has made everyone’s lives easier, including our patients, our staff, and our providers! Our patients are now automatically reminded of their appointments and can easily confirm or cancel, without our staff lifting a finger! Patients don’t want to spend their time calling our office to check and see if there are earlier appointments available anymore — if an appointment opens up, our patients receive text messages straight to their phone, wherever they’re at, so they can easily choose to accept an appointment offer by simply responding to the text message.

“Now that our staff no longer has to spend hours on the phone, they can focus on creating a better in-person experience for our patients.”

Now that our staff no longer has to spend hours on the phone, they can focus on creating a better in-person experience for our patients. Overall, Luma Health has been extremely beneficial for our operations and made our processes extremely efficient!

 

We’re so happy to hear that! Can you tell us a little more about your practice and your role?

I’ve been the Practice Manager at Arizona Center for Urology since January 2016. I really like my job. It’s very busy, but definitely a lot of fun.

Our practice has two amazing doctors. Both Dr. Roscoe Nelson and Dr. Douglas Massan have been in urology for about 25 years. Dr. Nelson is nationally recognized and ranked among the top physicians, and Dr. Massan is from Washington, where he was the Chief of Robotics.

Our practice is very busy! We see about 250 patients every week, with about 15-20 new patients weekly. We treat patients for a variety of reasons, ranging from urology and prostate issues to anything renal cancer related, urinary symptoms, infertility, Hematuria, and more.

Get started with Luma Health today! Luma Health works with many of the leading EMRs and PMs, offering automated waitlists, cancellation management, appointment confirmation texts, referral management, patient recall, and more.

 

Angie Shin leads customer success at Luma Health. When she’s not giving customers love, you can find her climbing rocks or sipping tea at the local cat cafe.

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