How Children's Dental FunZone reactivated hundreds of overdue patients with Flossy

Every pediatric practice has a long, dreaded list of outbound recare opportunities. At a 19-location DSO, that list is especially large and doesn't work itself.

A single CDFZ location for example had 2,051 patients on their recall list. Multiply that across 18 other locations and the gap represents a significant chunk of revenue, as well as a clinical concern since preventive care is now lapsing for thousands of children.

Although the concept of reaching out to patients is simple, the real problem lies in the execution. While CDFZ's call center houses both inbound and outbound teams, executing on recare is particularly tricky and requires more than setting aside a few hours.

To start, achieving a high engagement rate often requires reaching out to patients at just the right time (based on historical data of when parents are most likely to respond vs not). And unlike Fiona, call center reps can't easily text and manage thousands of patient conversations at once, they can only handle one text message and one phone call at a time.

Because text is also asynchronous, replies back to the agents are scattered throughout the day, increasing distraction and hindering the focus and overall productivity of every outbound agent. The complex nature of outbound recare is why this work consistently falls by the wayside and rarely gets done.

"Our call center was already maxed. We knew there were thousands of patients due for appointments, but our outbound team didn't have the bandwidth to systematically work through them"

CDFZ had already seen what Fiona could do for inbound calls, the question was could Fiona do the same for outbound recare, at scale, and produce real bookings and patient re-engagement.

In Q1, Fiona started reaching out to CDFZ patients who were overdue for an appointment. She sent messages based on availability and used a simple, easy hook. Fiona noticed it was about time for their child's 6-month dental visit, and she was there to help them find time if needed.

Hundreds of parents responded to Fiona wanting to book an appointment. The replies were warm and immediate, "yes!" and "yes please!" alongside more involved requests for help updating their insurance or booking multiple children. Fiona warmly engaged each of them, found availability, answered questions, and then scheduled the appointment directly in Dentrix Ascend. If a parent wasn't interested, Fiona simply wished them well and removed them from the recare list.

In just a few weeks Fiona had made her way across every recare opportunity at all 19 CDFZ locations, reaching tens of thousands of overdue patients who would have otherwise been missed.