Patient Access And Revenue Growth For South Coast Post Acute

Introduction

In the competitive landscape of post-acute care, timely patient communication and efficient appointment handling are key drivers of patient satisfaction and occupancy rates. South Coast Post Acute, a 5-star rated skilled nursing and rehabilitation facility based in Santa Ana, California, found itself facing operational inefficiencies that impacted patient onboarding and overall lead management.

To address these gaps, South Coast Post Acute partnered with Appointment Setter Online, an industry leader in appointment scheduling, phone answering, lead generation, and sales support. The result? A complete transformation in their communication workflow, lead conversion rate, and administrative efficiency.

Objective

South Coast Post Acute sought to:

Increase the number of patient admissions through improved outreach and communication.
Reduce call abandonment and missed inquiries.
Offload non-clinical administrative tasks from nursing and office staff.
Improve the intake process for patient referrals from hospitals and family members.
Expand outreach to partner facilities and caregivers through professional lead generation.

Challenges

Despite its high-quality care and skilled nursing services, South Coast Post Acute was experiencing critical challenges:

Overloaded Staff: Nurses and administrators were overwhelmed with both clinical responsibilities and incoming calls.
Unanswered Referrals: Important patient referrals were delayed or missed due to lack of real-time phone coverage.
Low Lead Conversion: Without a dedicated team to follow up with inquiries, their conversion rate suffered.
Manual Scheduling Errors: The in-house team faced scheduling bottlenecks due to outdated manual systems.

These issues not only reduced the quality of patient experience but also impacted the organization’s revenue and reputation.

Solution by Appointment Setter Online

Appointment Setter Online implemented a robust solution tailored for the needs of post-acute care, with the following key components:

24/7 Phone Answering with Clinical Sensitivity

Live agents with healthcare training were deployed to manage all incoming calls, from general inquiries to urgent admissions, ensuring no opportunity was missed.

Appointment Scheduling and Referral Management

Agents took over referral call intake and coordinated directly with hospital discharge teams to expedite the admission process.

Lead Generation and Outreach Campaigns

Focused campaigns were developed to connect with hospitals, rehabilitation centers, and caregivers, building referral pipelines and increasing visibility.

Follow-Up Systems

Automated reminders and live agent follow-ups were implemented for incomplete applications, family inquiries, and tour requests

Development Process

The implementation followed a strategic, agile approach:

Healthcare Onboarding & Custom Scripting
- Appointment Setter Online worked closely with South Coast’s leadership to develop HIPAA-compliant call scripts tailored to clinical conversations.
System Integration
- Integration with their EHR and CRM system (MatrixCare) ensured seamless transfer of referral and scheduling data.
Training & Compliance Checks
- Live agents underwent training on post-acute terminology, referral urgency, and patient privacy protocols.
Performance Audits & Optimization
- Weekly performance reviews and live call monitoring helped fine-tune responses and improve agent productivity.

Technology Stack

CRM Platform: MatrixCare
Call Management: Aircall
Scheduling Tool: Calendly Enterprise Integration
Analytics Dashboard: Tableau

Security Protocols: HIPAA-compliant VoIP with secure call recording and data encryption

Results

In less than 4 months of working with Appointment Setter Online, South Coast Post Acute achieved:

75% Increase in patient inquiries successfully converted into admissions
90% Decrease in missed or unanswered calls
30% More Referrals captured from hospitals and rehab facilities
Faster Admission Cycle: Referral-to-admission process reduced by 48 hours on average
Higher Staff Productivity: Office and nursing teams gained 20% more time for patient care

“Our referral pipeline is now stronger than ever. Appointment Setter Online not only improved our admissions process but also helped us rebuild trust with our hospital partners.”, Christopher Chan, Director of Admissions, South Coast Post Acute

South Coast Post Acute’s partnership with Appointment Setter Online demonstrates the significant impact a dedicated communication and outreach partner can have in the healthcare sector. From freeing up staff time to accelerating patient onboarding, Appointment Setter Online became an essential extension of the South Coast team.

Their smart use of technology, trained agents, and industry-sensitive processes proved that outsourcing patient engagement isn’t a compromise, it’s a competitive advantage.

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