Case Study
Multi-Specialty Medical Group
How a 30+ Provider Medical Group Saved 27% in Annual Costs & Generated $132K in Additional Revenue
Company background
The Medical Group has been a trusted healthcare provider group for over 30 years. The group offers a comprehensive range of primary and specialty care services to address various health needs.
Located across multiple cities in the Los Angeles area, they serve a diverse population, with multilingual providers fluent in English, Chinese, and Spanish. The Medical Group accepts a wide variety of insurance plans, including Medicare Advantage and Medi-Cal.
Challenges
The Medical Group faced access, experience, and operational challenges. Due to cost pressures and staffing shortages, over 50% of calls went unanswered, leading to underutilized employed providers and frustrated patients.
The practice had no online presence or self-scheduling opportunities, which further strained phone lines. This was best expressed in a Google rating of 2.7 stars, significantly damaging its online reputation.
Operationally, the practice was constrained by manual processes for appointment reminders, recalls, eligibility verification, and general patient engagement. The practice also struggled to proactively close care gaps for their managed care population, leading to lost revenues.
Medical Group’s Goals
Medical Group partnered with Third Way Health to:
01
Reach more patients through increased phone access
02
Improve the overall patient experience
03
Decrease operational costs hindering growth
04
Increase care gap closure
Established an inbound patient call center to enhance accessibility and efficiency.
Provided outbound patient engagement to improve patient retention and close care gaps.
Enabled the practice with automated text message appointment reminders.
Built an online self-scheduling system for improved patient convenience and operational flow
Third Way Health’s Solution
Providing an end-to-end front office solution with technology and service.
Results
+14%
Increase in patient visits
Previously, less than half of patient calls were answered. Through Third Way Health’s partnership, over 95% of patient calls are now answered. This dramatic increase in access drove a 14% increase in patient visits and an additional $132k in revenue for the practice.
+2.1
Increase in Google star rating
The Medical Group initially had a 2.7-star Google rating, but after partnering with Third Way Health, their rating jumped to 4.8 stars. Third Way Health created a modern, multilingual website with online scheduling. Paired with consistent call handling, there was a dramatic to patient access and convenience. The Medical Group’s online reputation now reflects the quality of care and service they deliver.
-27%
Decrease in patient access costs
Before partnering with Third Way Health, the Medical Group was paying over $2.1M in labor costs for their front desk and call center staff. They evaluated spending over $91k across multiple vendors for technology
solutions like patient selfscheduling, appointment reminders, and satisfaction surveys. By partnering with Third Way Health, the Medical Group streamlined operations and consolidated these services, reducing their total patient access spend to approximately $1.6M, while managing only one vendor relationship.
+15%
Increase in AWV care gap closure
The Medical Group’s busy team was missing opportunities to engage patients with care gaps. By implementing Third Way Health’s outbound engagement service, they achieved a 15% increase in Medicare Annual Wellness Visits (AWVs). The Medical Group can now proactively support patient wellness, improving care outcomes while maximizing value-based care incentives.
Revolutionize your business with a trusted healthcare operations partner.
What’s our mission?
Enhance healthcare access and improve the experience for patients from all backgrounds.
Reduce stress and burnout for care teams by streamlining operations.
Support growth for healthcare organizations by boosting efficiency and improving financial performance.
Why choose us?
Patient access experts.
Solely focused on healthcare operations.
