“Hello? I’d like to schedule an appointment with Doctor Famous.”
Many consumers rely on a familiar name when selecting a provider, whether it’s one they read about in US News and World Report’s latest hospital rankings or a recommendation from a neighbor or family member. But often times, when consumers call to schedule with these providers, they find that “Doctor Famous” is booked out for weeks, if not months. With convenience being a top priority for many consumers, waiting that long just isn’t an option. If this is the case, how does one begin the process of finding another provider that they trust?
Without access to accurate provider information, the process of finding an equally-qualified provider may seem daunting. Many health systems, regardless of size, struggle to know who is in their network and what they practice–let alone share that insight with consumers. However, without this visibility, the lines at Doctor Famous's office continue to grow, while the schedules of clinically-comparable providers go under-utilized.
For University of Alabama at Birmingham (UAB) Medicine, the largest academic medical center in Alabama, meeting consumer demand started by increasing visibility into their provider network. By centralizing their provider data and surfacing it in ProviderMatch, they were able to:
Increase Demand Conversion: Today’s healthcare consumers are savvy online shoppers; they are looking for rich information to inform their care decisions. Using UAB’s new online provider directory, consumers could easily discover all of the providers that fit their criteria–not just Doctor Famous–that existed within UAB’s network. The result? A 48% increase in appointment requests.
Remove Agent Guesswork: Consumers aren’t the only ones who frequently fall back on Doctor Famous. With limited insight into provider expertise, many call center agents consistently book with just a handful of well-known providers. With ProviderMatch, UAB agents are able to take into account key patient preference and confidently match consumers to the right providers, boosting scheduling volume by 6%.
Optimize Capacity Utilization: By prioritizing clinical need and availability above provider name, UAB was able to distribute consumer demand across their provider network. Enabling searches based on condition or procedure–and avoiding defaulting to a few well-known providers–played a key role in allowing UAB to better utilize their clinical network, contributing to a 2% increase in schedule density.
To learn more about how UAB took control of their Doctor Famous problem, download the case study.