CASE STUDY
Enhanced Patient Care with A DENTAL CALL CENTER
See how Unique Dental Scheduling has helped Fountain City Smiles improve the patient experience, facilitate appointment scheduling, and help the office thrive since 2017.
OFFICE OVERVIEW
Fountain City Smiles, a leading dental practice in Knoxville, TN has been providing exceptional dental care to its community for years. Since 2017, they have partnered with Unique Dental Scheduling (UDS) to enhance their patient care by offering afterhours and rollover phone support. This collaboration has significantly improved the patient experience, streamlined appointment scheduling, and ensured continuity of care.
7,646
TOTAL CALLS ANSWERED
1,500+
APPOINTMENTS SCHEDULED
60%+
NEW PATIENT CONVERSION
CHALLENGE
Before partnering with UDS, Fountain City Smiles faced challenges with missed phone calls and after-hours patient care. Many patients work during the same hours the office is open, leading to delays in care when patients had to leave voice messages. This often resulted in lost opportunities to offer timely appointments and care.
SOLUTION
To address these challenges, Fountain City Smiles engaged UDS for their afterhours and rollover phone support services. UDS’s ability to remotely access patient information, schedule appointments, and make notes in real-time provided a seamless experience for both patients and the dental office. This ensured that patient privacy was maintained while enhancing the overall patient experience.
IMPACT
Jan, the Office Manager at Fountain City Smiles, highlighted several key benefits of working with UDS:
Efficient Scheduling and Patient Care
Patients could easily schedule or reschedule appointments after hours, reducing stress and providing immediate reassurance and care.
In emergencies, patients could have appointments scheduled for the next day, along with all necessary information such as insurance details.
UDS team members follow specific office guidelines, ensuring a consistent and high-quality care experience for patients.
Positive Patient Feedback
Patients have responded positively to the enhanced flexibility and availability provided by UDS. They appreciate knowing that their dental office is accessible whenever they need care, fostering a sense of trust and reassurance.
SERVICE FEATURES
UDS Portal for Messages and Recordings
Fountain City Smiles praised the UDS portal for its accessibility and efficiency:
Anywhere Access
The portal allows the office team to view messages and recordings from anywhere, ensuring timely responses to patient needs.
Smooth Transitions
UDS messages and communication allows the office to prepare for upcoming appointments by verifying insurance and other details ahead of time, ensuring a smooth transition from UDS to the front desk.
Anywhere Access
The ability to listen to recorded conversations helps in double-checking information and providing feedback to UDS ensuring high-quality interactions.
Exceptional Customer Support
Fountain City Smiles also raved about the strong working relationship with the UDS team, highlighting the exceptional customer support:
Direct Communication
The portal enables direct feedback regarding specific calls, and listening to conversations aids in clarifying any issues.
Problem-Solving
Sherri Burns and the whole UDS team’s proactive approach in anticipating needs and solving problems has been invaluable and communication unparalleled.
Contact UDS Today to Help Make Your Practice Thrive Like Fountain City Smiles
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Contact UDS Today to Help Make Your Practice Thrive Like Fountain City Smiles
Fountain City Smiles’ partnership with UDS has created a win-win situation for both staff and patients. By leveraging UDS’s afterhours and rollover phone support, the dental office has enhanced its level of care, improved patient satisfaction, and ensured efficient operations.