When Kim Jordan, former office manager and now team leader assistant at Pennsylvania-based Weaver, Reckner & Reinhart Dental Associates, saw the office growing at a rapid speed, she knew they needed to find a more efficient communication system for reminding their expanding patient base about upcoming appointments. “We were starting to see up to 200 patients a day and we didn’t want anyone to fall through the cracks,” Kim said. The staff was using a tedious and time consuming manual system, which included printing out multiple reports weekly and mailing reminders by hand.
After learning about Lighthouse’s strong background in dentistry and history of helping practices effectively automate communications with their patients, Kim was sold.
The office experience has completely changed since signing on with Lighthouse for both staff and patients. The automatic confirmations Lighthouse provides to clients cuts down on cancellations and no shows. Kim shared that “we used to have someone do confirmation calls all day long, now they barely make calls because most patients confirm by email.” Kim also says at least one patient a day will comment on how much they love the last minute text reminders
Additionally, the efficiency that Lighthouse has delivered has improved the service that the staff is delivering to patients when they’re in the office. Employees now have more time to speak with patients as they walk in the door instead of having a phone to their ear all day.
The staff loves Lighthouse so much that they can’t imagine running the practice without it. “It’s such a seamless part of our day. It’s a system we don’t even have to think about,” said Kim. She also points out RateABiz, Lighthouse’s patient review tool, is a particularly important piece of the puzzle. This feature allows Kim’s team to effortlessly receive testimonials and feedback from their patients to share across the web and directly on their site. RateABiz has proven to be a much more effective method than asking patients to fill out survey cards. The team also looks at constructive feedback as a way to improve the office and the patient experience. As an added bonus RateABiz reviews from the past year have helped to improve the practice’s ranking on Google.
Kim credits Lighthouse with transforming Weaver, Reckner and Reinhart Dental Associates into an even more customer-focused and user-friendly experience for all patients. “I can’t recommend any other company more highly than Lighthouse. They have been a godsend for our business.”