Slashing No-Shows: Ophthalmology Practice Sees Major Gains After Replacing Offshore Call Center.
In a Nutshell
What if you could reduce no-shows by 49% in 90 days while cutting patient engagement costs by 75%?
A leading Massachusetts ophthalmology group did exactly that, transforming its patient engagement in the process.
For years, they had relied on costly offshore call centers that yielded inconsistent results and frustrated patients. Fluctuating no-show rates across subspecialties were challenging to manage at scale, and increasing appointment volume only exacerbated the problem. They needed a smarter solution.
Implementing an AI-powered platform that combined intelligent voice calls with predictive analytics replaced expensive, inefficient manual calling with a system that learns, adapts, and delivers results, recovering potential revenue loss. Patients also valued the proactive outreach.
The Challenge
The Ophthalmology group faced three key challenges that inhibited their practice:
Unpredictable no-shows and low engagement: High no-show rates varied wildly across subspecialties, with traditional reminder calls achieving poor pickup rates and minimal patient engagement
Inefficient, one-size-fits-all approach: Staff called patients sequentially from top to bottom of appointment lists, unable to predict who would answer or prioritize high-risk appointments, and with no systematic way to retry missed connections
Escalating labor costs with diminishing returns: Full-time equivalent staff dedicated to calling consumed significant budget while delivering inconsistent service quality and patient satisfaction
The Solution
The practice deployed Otomo's AI-powered patient engagement platform that transformed their pre-appointment workflow with three key capabilities:
Scalable automation that grows with your practice: The system handled high appointment volumes across multiple subspecialties without adding staff, customizing outreach for each patient population, and maintaining consistent, quality, and personalized engagement at scale.
Continuous improvement driven by analytics: The platform analyzed pickup rates, engagement patterns, and patient responses in real-time, then automatically optimized call timing, messaging, and prioritization strategies to maximize connection rates and appointment confirmations.
Lively, conversational AI with rapid iteration: Instead of robotic reminders, patients experienced natural, engaging conversations that could be quickly refined and tailored to different scenarios, enabling the practice to test and deploy new conversation flows in days, not months.
The Results
The business transformation occurred immediately. Within 90 days, no-show rates dropped from 5.7% to 2.9%, a 49% decrease that remained consistent. Month after month, these improved rates stayed steady, leading to busier schedules, more efficient providers, and patients receiving the care they needed when they needed it.
But the benefits went far beyond just attendance. The AI system detected 95% of possible reschedules early enough to fill appointments, recouping expected revenue losses. Meanwhile, the practice reduced call center staffing by 75% FTE. Patients also reported higher satisfaction with the calls, with 94% finding them helpful.
The Bottom Line:
With Otomo:
Improved patient care, economics, and a scalable foundation for growth.
Ready to Transform Your Patient Engagement?
Discover how Otomo’s Voice AI platform can help your practice reduce no-shows and improve patient satisfaction, while lowering operational costs.
Contact Otomo Health
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