PHONE RECALLS
HOW IT WORKS
eye2eye marketing 360 are the Patient Recall Experts for the Australian Optometry industry.
Through experience from our own optometry practices in Sydney we have found that phone recalls have proven to be the most successful method of recalling patients. We are now providing phone recall services for Australian and New Zealand Optometry practices.
eye2eye work remotely, on behalf of optometry practices, we contact patients to let them know that they are due to come back in for their routine eye exam with the expected action to convert these calls into appointments.
At the beginning of the month the practice provides eye2eye with an exported recall list from the practice software in Excel for the previous month patients that are due for a routine eye exam. For example In the month of September we would call patients that were due to come back in July.
We access the practice’s software program through remote access software.
We use an internet-based telephone system (VOIP), to make recalls on behalf of the practice. A new VoiP number will be selected for the practice.
In the event the Recall Specialist cannot speak to a patient, a voicemail or SMS message is left advising who is calling (ie: Nicole from Practice Name)that the patients Optometrist advises that they are due for an eye exam, and the practice’s number is given to the patient to call back. If the patient calls back from the number that appeared on their phone, the call will be re-routed to the practice.
When the recall specialist finishes from the call they will always leave a note on the patient file in the notes section keeping a record of what took place on the call. This provides the practice the opportunity to see the history of our communication with the patient and if a message was left for them. This ensure that the practice is always perceived in the most professional manner.
Our Recall Specialist will always call the Practice prior to commencing recall’s. At this time, they will introduce themselves to the Staff, confirming the Remote Access software to gain access into your Practice Software program. We then request that the staff member whom took the call informs that recalls are being made and to expect call backs from patients.
It is advised that a note be placed on the computer that is being used by eye2eye, to alleviate any interruptions to the recall process. At this time, we ask Staff advise us of any Staff changes or Annual Leave to ensure the smooth running of our Recall Process.
To ensure we foster a strong relationship with your clients, we give the impression that the Recall Specialist is calling from within your practice.
eye2eye Recalls are also made during business hours Monday to Friday only.
eye2eye staff touch base with the practice throughout the month. Should a patient require further information, the eye2eye Recall Specialist will let the patient know that they will have someone call them back to assist with any concerns.
At the end of the month the excel list is then returned to the practice in the form of a report which highlights whom we spoke with, what appointments were made and what notes were left on each patient file.