Smart Confirming
Patient Access

Smart Confirming

Smart Confirming’s philosophy is that not all appointments are created equal—they each have unique characteristics that influence the eventual outcome. Therefore, all appointments should not be confirmed in the same way. Smart Confirming is an AI-powered appointment confirmation platform that increases patient access and reduces no-show rates by leveraging AI to dynamically tailor each appointment’s confirmation process based on its unique characteristics. On average, between 15% and 25% of a schedule is lost each day due to missed appointments and same-day cancellations or reschedules. This lost capacity, known as your “Effective No-Show Rate,” can be converted into same-day or next-day schedule access for new patients, referrals, and other urgent visit requests.

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Smart confirming

Features

Smart Confirming is an AI-enabled appointment confirmation platform that improves:

Patient Access

Effective No-Show Rate = Patient Access

With time to an appointment (Patient Access) being a leading determinant in the patient experience, Smart Confirming introduces a new industry metric called a provider’s “Effective No-Show Rate” (ENSR). Your ENSR is the sum of missed appointments, same-day cancellations, and same-day reschedules, and it represents the true measure of lost appointments each day. Through the use of AI, Smart Confirming converts the ENSR into near-term patient access for high-priority visits.

Show Rates

Smart Confirming’s AI-driven appointment reminders improve show rates by reducing not just missed appointments, but also same-day cancellations and reschedules. Smart Confirming leverages AI to dynamically tailor the timing, frequency, and messaging of each appointment's confirmation process based on its unique characteristics. Today’s confirmation systems are set-it-and-forget-it (static) technologies that deliver static results. Smart Confirming’s AI, however, is dynamic in nature and offers an ever-improving result and value proposition because it continuously trains itself on your unique patient data.

Care Plan Adherence

The New England Journal of Medicine reports that 45% of patients are past due for a physician-recommended visit or procedure. Smart Confirming improves care plan adherence by addressing the leading causes of a patient’s gap in care, which are missed or canceled appointments. Care plans often rely on the pre-scheduling of 3, 6, or 12-month follow-up visits. Smart Confirming’s AI recognizes this date delta (the time between scheduling and the appointment date) and creates a confirmation cadence that reduces no-shows, same-day cancellations, and reschedules.

Incremental Revenue

According to Forbes, no-shows cost the U.S. healthcare system $150 billion each year. Same-day cancellations and reschedules more than double that number, exceeding $300 billion per year. With 15% to 25% of the average schedule being lost each day to these events, the revenue recapture opportunity is tremendous. Smart Confirming consistently delivers a 1000% ROI and often achieves much higher returns over time.

Double-Booking Decision-Support Dashboards

Smart Confirming’s appointment confirmation process collects valuable information on patient intent. With patient responses to their appointment confirmation request being the leading indicator of high-risk no-shows, Smart Confirming’s AI uses this valuable information, along with other data, to provide clinics and staff with double-booking decision support. Dashboards offer actionable insights by identifying high-risk no-shows who have not confirmed their appointment and are prime candidates for double booking.

Improve Patient Experience

Patient access is a leading factor in shaping the patient experience, and improving it can significantly enhance overall patient satisfaction. Smart Confirming is designed to create same-day/next-day access for patients seeking immediate care. In addition, Smart Confirming’s double-booking decision support allows clinics to “work in” patients, making them feel valued and building loyalty.