Dynamic, Recurring Patient Outreach for All of Your Patients | Explore Pulse Outreach Now →
Since 1975, Eastern Oklahoma Ear, Nose and Throat (EOENT) has grown to be the largest ear, nose and throat clinic in Eastern Oklahoma. Over the past five decades, the clinic has added eight additional physicians and more than 50 staff members.
• 10 Physicians
• 8 Physician Partners
• 2 Locations
• EHR: Allscripts
At EOENT, physicians specialize in the diagnosis and treatment of pediatric and adult ear, nose and throat diseases, both medical and surgical. Beyond traditional ear, nose and throat care, many EOENT physicians also specialize in unique subset specialties, such as school-based surgeries, pediatric cochlear implants and thyroid surgeries. Overall, the organization is fiercely committed to investing in its patients, community and each other as staff.
Jessica Kissinger, the Clinic Administrator at EOENT, oversees daily operations alongside six managers who manage various operational and back-office functions. With a depth of knowledge and experience, the management team is keen to identify gaps in patient care – including its EHR’s inability to communicate via text to EOENT patients.
Dedicated to embracing new technologies for enhanced efficiency, while remaining attuned to patient expectations, Kissinger knew it was time to make a change. “As the world changes, it’s important to meet patients where they’re at, as far as the form of communication you give them. We really hit this place where we needed a different option compared to what we currently had,” said Kissinger. “If a patient has a payment due or a question about insurance, we want to contact them more effectively than just picking up the phone.”
Given the organization serves a wide spectrum of patients, ranging from age zero to 100, the inability to send text messages posed a real challenge to patients – many of whom are hard of hearing or speak a language other than English. EOENT recognized Artera as a promising solution to its challenges and decided to incorporate it into its daily operations, officially launching in September 2023. Although the implementation seemed daunting to the team initially, it turned out to be a smooth process due to Artera’s robust support system and true partnership approach.
To successfully launch the technology, EOENT engaged in a fair amount of prep work before the launch, ensuring staff deeply understood Artera and the benefits of the platform. Kissinger also outlined various KPIs she was hoping to tackle with Artera, first identifying the needs and frustrations of the staff.
Some of these included:
Inconsistent Confirmation Outreach: There was an inconsistency in the execution of confirmation calls; at times they were completed, while others were not.
High No-Show Rates: Due to inconsistent confirmation outreach, EOENT experienced a notably high no-show rate, which is common in specialty practices.
Manual Outreach for Clinic Closures: EOENT staff previously had to manually call patients about clinic closures (due to bad weather) and provider schedule adjustments. Unfortunately, many elderly patients continued to show up after closures, resulting in a poor patient experience.
Despite the initial learning curve, the staff is now big fans of Artera, utilizing reminders, automation, conversational messaging, broadcasts and campaigns. “The staff feel Artera is incredibly user-friendly and reduces a significant amount of manual work off their plate,” said Kissinger.
As for EOENT patients, Kissinger believes the majority of them are very satisfied with the ability to text, having received positive feedback from many individuals, particularly regarding insurance and billing inquiries.
“We have found it incredibly beneficial to quickly message our patients through Artera. Whether it’s to verify insurance changes or obtain pre-authorization before an appointment, the volume of communication from our back office to patients has been outstanding, and we’ve received positive feedback as a result,” said Kissinger.
As for other positive results, EOENT also closely tracks its no-show rate, which experienced a 45 percent decrease since implementing Artera (Sept. 2023-2024). As most providers know, no-shows can be devastating to a clinic – not only from a financial standpoint but also for patient outcomes and physician morale.
At EOENT, securing an appointment can take three to four months, so a no-show significantly delays access to quality comprehensive care and fails to make effective use of available slots. Physicians have been impressed with Artera’s effectiveness in reducing no-shows and improving patient attendance, contributing positively to the clinic’s performance and slot utilization.
Additionally, EOENT saw a significant decrease in call volume due to Artera, allowing staff to focus on other critical tasks and improving overall workflow. The clinic has experienced enhanced operational efficiency, particularly in handling schedule changes and communicating with patients in their preferred language.
Overall, the transition to Artera has enabled EOENT to overcome roadblocks and achieve a higher standard of service.
