Creating a Concierge-Level Service in the Call Center
Mid-Iowa Fertility

Executive Summary

Mid-Iowa Fertility is a two physician practice located in Clive, Iowa just outside of Des Moines. Mid-Iowa was having an influx of new patient leads, but the new leads weren’t necessarily converting to appointments booked. There was a bottleneck in the process.

In order to convert more leads into new patient appointments, Mid-Iowa Fertility worked with Fertility Bridge to assess the current workflow and improve the conversion from leads to initial consults.  

Challenges

• One department was handling both new and existing patients 

• Lead to new appointments booked was below 20% (industry standard is 30+%)

• Staff was not trained on how to provide concierge level service

• No formal process on how to follow up with ‘request for appointment’ form submissions via the website

If your clinic is going through something similar, contact us to get an initial assessment to understand where to stop the bleeding and how to increase revenues.

Strategy

Fertility Bridge always begins with a ‘Patient Journey Phase’ assessment.  Fertility Bridge analyzes each phase, and pillar, of the patient journey to understand where the largest patient drop-off is occurring and where direct impact can be made.  

At Mid-Iowa Fertility the largest challenge was the second phase.  There was a need to convert more leads to initial consults.  Fertility Bridge determined that the best and fastest way to make an impact was to analyze and enhance new patient coordinator (often referred to as the call center) training.  

To achieve the goal of increasing new patient volume and increasing conversions, Fertility Bridge:

• Listened, analyzed and tracked over 150 new patient calls in a 30 day period 

• Created a new patient phone line so specific staff could focus and become an expert in all things “new patients”

• Put new workflow into place that shortened the time staff responds to online request an appointment form submissions

• Trained staff to provide concierge level service that would position Mid-Iowa as a world class fertility center

If your clinic is going through something similar, contact us to get an initial assessment to understand where to stop the bleeding and how to increase revenues.