How ISJI Cut Phone Call Time by 66% and Added $120K in Revenue with Text Confirmations

High phone call volume was keeping ISJI's small team from hitting their inquiry response and patient experience goals. Each patient intake call took 15 to 20 minutes to collect insurance details, personal health information, and other routine data, leaving little time for staff to actually address patient concerns. The bigger problem showed up on procedure days, the days that generate the majority of ISJI's revenue. Confirming appointments by phone had only a 30% success rate. Out of 28 patients scheduled on a typical procedure day, only about eight would answer a confirmation call, leaving staff with no clear picture of who would actually show up. The result was an average of ten no-shows per procedure day, leaving the practice operating at just 64% capacity and losing an estimated $1,400 to $2,300 in revenue on procedure days alone.