Running a busy ophthalmology practice requires a fully synchronized team working together. However, there are instances when in-house staff alone aren’t sufficient to meet patient demands. That was the case for Stephanie at the Colvard-Kandavel Eye Center, a high-volume ophthalmology clinic.
As a busy practice in the San Fernando Valley, the team encountered a problem following the COVID-19 pandemic. They needed to encourage patients to return for in-person care and convince their in-house staff to return to the office. The combination of administrative overload, high patient volume, and staffing shortages created bottlenecks for the clinic. “We see more than 100 patients a day, and sometimes we have up to four physicians in the clinic at a time,” Stephanie said, noting the struggle to meet patient demands without overworking their staff.
After a colleague recommended bringing on a medical virtual assistant from My Mountain Mover, the clinic was able to get the administrative support needed to stabilize their practice.
“It’s been a beautiful partnership ever since,”
Manager
While managing the high patient volume and daily rush at Colvard-Kandavel Eye Center, Stephanie’s team had to deal with staffing shortages. They also had to solve the major workflow disruptions caused by the pandemic.
Without adequate administrative staff, friction at the front desk occurred. Patients would arrive without knowing their financial responsibility, ultimately delaying the clinic’s revenue cycle. They immediately recognized that patient communication needed to be re-established in the clinic, with the right support taking on the task.
“After the pandemic, we quickly realized we had to pivot. Not only did we have to convince and encourage our patients to return in person to see their doctor, but we also had to convince the staff, and that was not an easy task.”
The clinic was able to reach out to My Mountain Mover and discuss how a medical VA could help manage the volume of patients and lift the pressure at the front desk. They needed a VA who could synchronously work with the team and re-engage with patients.
“One of the main areas where we have noticed quite a bit of improvement is the communication with our patients regarding their co-pays, their deductibles, or co-insurances,” Stephanie remarked.
On the first day, the medical VA took over the critical patient communications that had been draining the team’s capacity. This resulted in an improved patient experience and allowed the team to focus on other operational tasks.
Since partnering with My Mountain Mover, the impact on Colvard-Kandavel Eye Center has been significant. Stephanie reported an improvement in their revenue cycle management thanks to the medical VA’s proactive patient communication. The impact showed up across the board:
Upfront communication about deductibles and co-pays eliminated delays and improved revenue.
An increase in call capacity results in more consultations scheduled, more procedures booked, and more patient opportunities.
Making clear financial expectations with patients beforehand streamlined the backend process of filing insurance claims.
“And we have noticed quite a bit of improvement when it comes to our revenue because of this. And all this is thanks to My Mountain Mover,” Stephanie added.
For Colvard-Kandavel Eye Center, hiring a My Mountain Mover medical VA solved their staffing shortage problem and improved the patient experience. It was a strategic and cost-efficient decision that bridged the gap between heavy admin workload and better patient communications, resulting in a direct boost in their practice revenue.
“So if you’re looking for a company that cares about their clients, that cares for their staff, but most importantly, that genuinely cares about the quality of service that they provide, then I highly recommend My Mountain Mover.”
Discover how a trained My Mountain Mover medical VA can help you handle high patient volumes, streamline patient communications, and improve revenue just like they did at Colvard-Kandavel Eye Center.