Insourcing omni-channel outreach to close care gaps, improve collections, and scale without adding staff
The Challenge
Several health systems needed to insource their patient engagement workflows for key operational and clinical use cases, including:
- Appointment reminders
- ADT alerts
- Preventive screenings (annual exams, mammograms, colonoscopies)
- Medicare preventive visit reminders
- Care gap resolution
- Early-out notifications
- Collections follow-up
Their existing EMR platforms could not design and run true omni-channel outreach campaigns. They needed a system that could:
- Automate message delivery via email, text, fax, letters, and TTS voice calls
- Trigger campaigns based on specific events, such as a new encounter or new placement
- Automatically stop outreach once the goal was met, such as an appointment scheduled or payment received
- Operate independently without constant staff monitoring
- Provide full visibility and audit trails within the EMR
In short, they wanted an automated, intelligent communication engine that could scale without adding staff or relying on outsourced vendors.
The Solution
Naviquis implemented its automated omni-channel communication platform to power patient outreach campaigns end-to-end.
Multi-channel message delivery
Outreach is automatically delivered through email, SMS text, fax, letters, and TTS voice calls.
Intelligent sequencing and campaign logic
Outreach runs in predefined, configurable sequences. Campaigns launch automatically based on system events and stop automatically once conditions are met, such as a patient response, payment, or appointment creation.
EMR-integrated visibility
Every outreach attempt is logged back into the EMR, giving clinical and financial teams a complete audit trail for compliance and follow-up. No operational oversight is required, since all workflows run autonomously.
This solution let health systems insource their engagement strategy, lower costs, and keep full control over message content, cadence, and compliance.
Impact and Results
Operational efficiency
- Reduced staff workload by automating 100% of routine outreach functions
- Eliminated the need for manual calls, letters, or follow-up tasks
- Set-and-forget campaigns ran hands-free, triggered by real-time system events
Clinical and financial outcomes
- Increased appointment adherence through consistent multi-channel reminders
- Closed preventive care gaps with targeted outreach
- Improved early-out and collections performance through uninterrupted campaign sequencing
Patient experience
- Patients received communication through their preferred channels, improving engagement and response rates
- Clear, timely outreach reduced confusion and cut no-shows and missed screenings
Organizational value
- Full visibility into outreach logs improved compliance and documentation quality
- Insourced engagement reduced dependency on third-party vendors and costly call centers
- Scalable model that supports additional campaigns without adding staff
Ready to insource your patient engagement strategy?
Connect with our team to discuss how Naviquis can automate appointment reminders, care gap outreach, and collections follow-up across every channel.