The admissions process is often the first impression a patient gets of a behavioral healthcare facility. It is also one of the most crucial points of the treatment process, where necessary background and insurance information is obtained, and admissions staff answers any questions a patient may have. During the admissions stage, phone calls are often passed back and forth between staff and patients. In order to track these calls, many facilities use Call Tracking Metrics.
What Is Call Tracking Metrics?
Call Tracking Metrics is a software that allows a facility to forward all incoming calls from multiple phone numbers to one office. All incoming calls are then tracked and recorded. A facility can also have its admissions team make all outgoing calls from the software.
Tracking How a Facility Gets Their Calls
With Call Tracking Metrics, a behavioral healthcare facility can track how they are getting their calls. Many treatment centers use different phone numbers online for various reasons. Different ads or blog pages display different phone numbers. This information is stored in Call Tracking Metrics and allows staff to see where an individual obtained their phone number. For example, if an individual Googles the phrase “mental health treatment in Southern California,” the number they use on a Google ad that appears from that search will be known by the facility they call.
Notes and Call History
With Call Tracking Metrics, notes and call history are easily accessible for anyone on the admissions team or other staff members who need access to it. With call history, an admissions representative can easily review if a person has ever called the facility before, how many times, and listen to previous calls if needed. Included in this call history are notes taken by admissions representatives.
If an individual has been talking with an admissions representative about what they are struggling with and possibly attending treatment, the admissions representative will take notes on the call. Then, if this individual calls again — but a different admissions team member answers the call — that admissions representative can understand what is going on and save the individual from repeating themself.
For example, one team member may answer a call, see that the individual has dialed in before and that they were in the process of verifying insurance benefits. From these notes, the admissions representative can pick up where the previous team member left off and help the individual with the next steps of the process.
From Admissions to Marketing: The Connection
The information from Call Tracking Metrics from the admissions process is also vital to a behavioral healthcare facility’s marketing team. When marketing staff can determine where most admissions calls are coming from, they can understand where to best put forth their efforts, and the company as a whole can understand where to put their focus. For example, if a facility is getting most of its calls from blog posts, it may put more money toward writing and publishing more of those blog posts.
Call Tracking Metrics also uses a scoring system, which is essential to the marketing team of a behavioral healthcare facility. The admissions representative who takes a call can score it based on how viable or non-viable the lead is. The marketing team can then take this information and determine which sources are producing the most viable leads. The more viable leads that the marketing staff can produce, the more the admissions team can bring patients into treatment.
Integrating Call Tracking Metrics With CRM Software
Customer Relation Management (CRM) software is essential to admissions and marketing. An effective CRM software system will help a behavioral healthcare facility maximize admissions and increase its revenue stream. The admissions team will have easy access to admissions and discharge data to help project consensus fluctuations. Admissions representatives can also have the ability to quickly view all inquiries and pre-screen assessment admissions by any customizable data range. This also makes it easy for marketing staff to easily report their daily activities and track their progress in the field when using our effective CRM software.
At Lightning Step Technologies, we integrate Call Tracking Metrics with our All-In-One CRM, EMR, and RCM software. Our fully-integrated system allows facilities to track every call and capture detailed demographics about patients from their very first phone call. Our software automates critical demographic data from every caller instead of admissions representatives having to hand-type each new number, name, and call source into the system. This will speed up workflow by creating more efficient systems that generate seamless transitions and improve the patient experience with your facility.