FQHC Case Study

ZUFALL HEALTH CENTER

Filled 1,000+ cancelled appointments automatically by adopting Luma Health’s Automated Waitlist as part of its Smart Scheduling solution

Fran Palm, COO

ZUFALL HEALTH CENTER

THE GOAL:

Zufall Health Center wanted to promptly offer cancelled appointments to waitlisted patients to minimize waiting and keep providers’ schedules filled.

When you’re aiming to make high-quality care more accessible, cancellations are problematic. We wanted to turn cancelled appointments into opportunities but lacked a simple way to notify waitlisted patients about openings. Luma Health’s Smart Waitlist enables us to easily fill cancellations and serve more patients sooner. Because the solution schedules everything automatically in eClinicalWorks, there isn’t extra work for our staff. Plus, since partnering with Luma Health we’ve been able to generate approximately $102,200 in additional revenue in six months. It’s been an absolute win-win.”

THE PROBLEM: Filling appointment cancellations meant high phone volumes and inefficiency


Staff at Zufall Health Center—an FQHC for Dover, NJ’s underserved patients—were scrambling to reach waitlisted patients and find fill-ins when openings arose due to cancellations. Not wanting cancellations to go unfilled, the staff attempted manual phone outreach. However, it was difficult to reach waitlisted patients via phone, and making calls manually was time consuming.

THE SOLUTION: Automating outreach saved time and kept schedules full


By implementing Luma Health’s Automated Waitlist, Zufall Health Center was able to automatically send text messages to waitlisted patients to check availability and fill cancellations. The solution reduced total phone volume and saved staff time by automatically updating calendars.

THE RESULTS: With support from Luma Health, Zufall Health achieved:


  • 1,022 cancellations converted to filled appointments in six months
  • $102,200 additional revenue generated from filled cancellations in six months
  • 75% of text messages delivered received a patient response

LEARN MORE ABOUT OUR CUSTOMER OUTCOMES

INTERACTIVE CALCULATOR

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TOTAL PATIENT ENGAGEMENT PLATFORM™ FEATURES

Smart Waitlist

Automatically offers waitlist patients available appointments

AI Appointment Reminders

Reduces patient no-shows, enables automatic rescheduling

Patient Feedback

Streamlines collection of patient feedback and directs

REASONS FQHCs PARTNER WITH LUMA HEALTH

Decrease no-shows by up to 79% with automated reminders

Send text messages in more than 20 languages

Increase assigned patient conversion by 3.8x

SUPERCHARGING EHRs

Luma Health’s integration with eClinicalWorks’ EHR empowers healthcare practices with the most accurate and up-to-date patient information. This integration enables healthcare teams to automatically manage cancellations and quickly refill appointments with waitlisted patients.

Bi-directional sync

Syncs in real time    

eClinicalWorks + Luma Health means faster access to quality care for patients and increased ROI for providers

Do you want to improve your appointment cancellation management process and see results like Zufall Health Center?

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