One of our clients is a counselor/psychologist. Like many professionals, his business is based on, very simply, time. He has a substantial hourly rate for patient sessions, and he was facing a perplexing problem:
A 50% no-show rate with new patients.
Going into counseling is a big step for many people, and it’s easy to get cold feet at the last moment. But when this happens, our client faced a significant loss of revenue—on average, over $2,000 per month.
Our research began by taking a look at how new patients came to the practice and scheduled their first appointments. The existing online system allowed them to make appointments, but didn’t allow them to complete necessary forms or make payments. New patients didn’t invest time and money until they arrived for their first session. And because of this, it was easy to cancel.
After assessing the process where a new patient came on board to his practice, we recommended developing a new onboarding procedure online. By changing this system, we would be able to have new patients complete all needed forms PLUS pay for their first session in advance. This commitment by the patient would change the dynamic of whether or not to cancel at the last minute.
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Ann began her professional career as a customer service representative. After outgrowing that position, she worked as a Virtual Assistant for a logistics and real estate company. Her keen interest in technology and natural ability to apprehend technological concepts and systems brought her to the RTL team. Ann’s work ethic and firm knowledge of SEO are greatly appreciated.
When she’s not working her SEO magic for our clients, she enjoys watching movies, reading great books, and spending time with family and friends.
Ann holds a Bachelor of Science in Information Systems.