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Customer Spotlight: Center Of Excellence in Diabetes and Endocrinology

Customer Spotlight: Center Of Excellence in Diabetes and Endocrinology

In today’s customer spotlight, we are pleased to introduce you to the amazing team over at the Center of Excellence in Diabetes and Endocrinology (CEDE). CEDE recently implemented our waitlist management and smart reminders products and experienced incredible results.

We recently caught up with CEDE’s Administrator and Clinical Lead, Mila Melnik, to find out more.

 

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

Appointment cancellations were costing us a ton of valuable time. Patients had to take time to call in and cancel their appointment. Someone, then, had to be available at the front office to answer the call. If not, our staff would have to go through each voicemail message later, which took up a ton of valuable staff time.

“Luma Health has made our patient communication so much easier and has taken a huge load off of our front office staff. Patients can easily cancel without having to take the time to call in. And if we miss a cancellation over the phone, we no longer have to listen to all of the voice messages.”

Our center is extremely busy! It’s hard enough to keep up with incoming patients throughout the day and make sure their needs are met, let alone answer dozens of phone calls and try to reschedule cancelled appointments.

In order to reschedule a cancelled appointment, our staff also had to manually go into the schedule to go through all available appointments and see what worked best for the patient. It was time-consuming, energy-draining, and very inefficient.

“We no longer have to constantly check our schedule to find openings or cancellations. We don’t have to spend time going through all available appointments with a patient in order to reschedule them. Our patients are now able to do this on their own, which saves us time and makes them happy!”

Managing our waitlist was also a struggle. Many days, our front office staff didn’t have the extra time to contact patients. Not only was it difficult to find the time, but when we did, it was essentially impossible to reach patients over the phone. We were calling during our business hours, which is typically during work and school hours, when patients aren’t available by phone. This resulted in us making multiple phone calls to the same patients attempting to reschedule their appointment. Many times, it was nearly impossible to reach them and reschedule their appointment.

 

How did Luma Health help with this problem?

Luma Health keeps us up-to-date with everything that’s going on in our schedule throughout the day. We no longer have to constantly check our schedule to find openings or cancellations. We don’t have to spend time going through all available appointments with a patient in order to reschedule them. Our patients are now able to do this on their own, which saves us time and makes them happy!

“Luma Health keeps us up-to-date with everything that’s going on in our schedule throughout the day. We no longer have to constantly check our schedule to find openings or cancellations.”

Luma also auto-creates appointments from our waitlist offers. It’s amazing! Patients are given options for available appointments and they’re able to accept/decline offers on their own terms. Not only are patients more proactive and taking charge of their care, but once they do decide to accept an offer, there’s no work that has to be done on our end. The new appointment is automatically added to Practice Fusion!

“No-shows don’t cost us a ton of time and money anymore, either.”

No-shows don’t cost us a ton of time and money anymore, either. When a patient doesn’t show, we no longer have to call them. We now add them to our waitlist so they automatically receive offers and can choose whether to accept or decline. Patients can also add themselves to the waitlist, which saves us so much time! When a patient cancels, we don’t have to go out of our way to contact them to reschedule. It gives us the ability to reach far more patients and see more patients sooner while keeping our schedule full.

“When a patient cancels, we don’t have to go out of our way to contact them to reschedule. It gives us the ability to reach far more patients and see more patients sooner while keeping our schedule full.”

Patients are far more likely to respond to text messages than us calling. Luma Health has made our patient communication so much easier and has taken a huge load off of our front office staff. Patients can easily cancel without having to take the time to call in. And if we miss a cancellation over the phone, we no longer have to listen to all of the voice messages.

 

How has your experience with Luma Health been overall?

It’s been even better than we predicted! Luma has great features that save us so much time. They’re always willing to listen to our needs, answer any questions, take feedback, and make changes to the product in order to serve us better.

“Luma makes our jobs and our lives so much easier! It allows us to really provide the absolute best service to our patients.”

We love that we don’t have to call anyone when we have a question! The chat box is so convenient and easily accessible, and someone is always there to provide us with a quick reply. We worked with Aditya during training and setting up our account, and he was absolutely charming!

All in all, Luma makes our jobs and our lives so much easier! It allows us to really provide the absolute best service to our patients.

What our doctors had to say about Luma Health:

  • Our schedule stays as full as possible now! And we’re able to see our patients sooner. Our patients are much happier.

What our staff had to say about Luma Health:

  • It truly allows us to do our jobs to the best of our capabilities!
  • It saves us time and we’re able to be far more efficient.
  • We’re now so much more aware of all that goes on in the schedule during the day. We know when a patient confirms or cancels an appointment, which allows us to better plan for the day.
  • With Luma Health, our patients feel empowered and more in control of their care. They no longer have to sit around and wait for staff to get back to them via phone.

What our patients had to say about Luma Health:

  • We love the reminders!
  • We no longer have to take the time to call in and cancel an appointment.
  • The text messaging makes it so much easier.

 

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

My official title is ‘Administrator and Clinical Lead’, but I think of myself more as the office manager. I manage the practice, oversee our front office staff, and ensure that everything runs smoothly day to day. I’ve been at CEDE for 12 years now.

CEDE specializes in private pediatric endocrinology. We’re the largest children’s endocrinologist center in northern California. We see patients all across northern California for various endocrine disorders – diabetes, thyroid, pituitary, growth, celiac disease, Vitamin D deficiency, and anything hormone related. We see a total of 1,500 patients per month, with about 180-200 of those being new patients.

 

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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