Case Studies

National Recalls is a Los Angeles based administrative services company specializing in the medical industry. They provide quality services to Practices and their patients by creating an outlet for the Practice that handles a variety of tasks from appointment scheduling, pre-appointment reminder calls, daily confirmations, Patient recalls for annual checkups and soft collections to insurance verification and incoming phone call relief. This helps the Practice’s staff to focus fully on the patients who are actually in the office, making them happier and creating more efficient appointments.

They have vast experience in customer care along with the knowledge of what it takes for a practice to run. Using their services have proven to help Practices generate up to 50% more business than an average inhouse employee.

National Recalls sets itself apart by having a live representative contact the patients, bringing back the personal touch to help preserve the relationships with the Practice. They operate on the principle that speaking to a live person at the other end of the phone creates a sense of interactive caring and will create greater loyalty to the practice. They do this at a fraction of the cost it would take to hire a full-time employee.

Rheal helped them build the backend systems they use to provide the above services to the Practices. The system helps them onboard new Practices and track the work done for existing practices by each of their employee. Every employee of National Recalls potentially works for multiple practices and conversely every Practice will also have multiple employees working on their systems due to the nature of the business. This requires a robust system that can track the activities of each employee while ensuring that there is no duplication of activities. The system built by Rheal helps them match the requirements of the working hours of the Practices with the working hours of the employees both of which are spread across different time zones in the US and ensures that every hour is optimally utilized.

The system also helps generate various monthly and daily reports that give the Practices a complete overview of all work done by the National Recalls employee throughout the month including copies of the actual lists, a breakdown of appointments scheduled, the return on investment and capture rate among other parameters.

Additionally, the system also helps National Recalls conduct Patient Satisfaction surveys which helps increase the retention rate of the patients. It also helps generate a summary of such surveys which can be used by the Practices internally or for compliance with any associations or clubs which may require this information to be actively collected and maintained.