In today’s Customer Spotlight, we are pleased to introduce you to the amazing team over at Portland Integrated Health (PIH). PIH is a team of 18 healthcare practitioners focusing on Integrative Primary Care, serving patients in Portland and Eugene, Oregon. They recently implemented our waitlist management product and are now able to manage the waitlists for all providers in one place. They’ve, in turn, experienced some incredible results.
We recently caught up with their Medical Receptionist Staff Lead, Sara Robey, to find out more.
What scheduling challenges were you dealing with before you started working with Luma Health?
One of our biggest challenges was managing our wait list. With such high appointment volume, we struggled to find the time to call every person on our wait list. When we would set aside time to make those calls, we would wind up leaving voicemails and received no responses. Our patients are very busy, so calling them wasn’t the best way to reach them.
We have two phone receptionists who do most of our scheduling. I manage the wait lists for all 18 providers. So, there are a lot of moving pieces. With multiple people answering phones and so many providers to manage, it was a struggle to fill cancellations and catch every phone call. A lot of the time I spent was wasted trying to make phone calls, but rarely getting the patient on the phone to schedule an appointment. We just weren’t effective at filling cancellations, even though we had patients needing an earlier appointment.
In a high volume clinic like ours, time is very valuable. So, we needed to figure out a way to make better use of our time while managing our wait list and filling gaps in our schedule.
How did Luma Health help with this problem?
Luma’s waitlist management product has made managing our wait list so much easier! I can now manage wait lists for all 18 providers in one place, and I’m able to easily fill the empty spots on our schedules, too. We filled 5 appointments in just our first week of use and filled 15+ appointments in our first month alone!
Since Luma’s program detects cancellations and then automatically offers appointments to waitlist patients, I don’t have to call every patient for every opening now. For every cancellation, you have saved me the time it would take to call every person on the waitlist, as well as the time it takes to filter through the schedules looking for cancellations. Since I no longer have to manage the waitlist, I also save time not having to deal with Excel and trying to keep track of who on the waitlist has been seen or whether or not they’ve already taken an appointment. You’ve saved me hours of time! So, now I have more time to manage the flow of the clinic and create a better experience for our patients.
How has your experience with Luma Health been overall?
Great! I think you guys have a wonderful system. Customer service is great and extremely helpful. I’ve had zero problems. I really appreciate all of your hard work!
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We’re so happy to hear that! Can you tell us a little about your practice and your role?
I am the Medical Receptionist for PIH’s Portland Location. I help manage the providers’ schedules and assist with patient flow. PIH is a newly launched Tier 3 Patient Centered Primary Care Home. PIH has a site in Eugene and another in Portland.
We see approximately 1,500 to 2,000 patients monthly between 18 providers, across both locations. So, both of our clinics are very high volume. Accurate scheduling is extremely important. I am one of three members on our scheduling team.
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.