In-depth, detailed examination of the RSI CRM & EMR solution for ARSA
Advanced Reconstructive Surgical Alliance (ARSA) is a nationwide organization that owns and operates reconstructive and plastic surgery practices. As a multidisciplinary specialty medical group with more than 80 physicians, ARSA provides high-end care and superior outcomes. The organization enables reconstructive surgeons to concentrate on patient care by providing comprehensive business operations expertise and scalability
The Results
With a combination of RSI’s analytics, contact center, CRM, and automated patient engagement solutions, ARSA was able to achieve significant improvements in various areas of their business:
CROSS DEPARTMENT OPTIMIZATION
20% Increase in Inquiries
CONTACT CENTER
42% Improvement in Cycle Time from Lead to Appointment
PROVIDER
12% Increase in Attendance Rate
10% Increase in NPS Score
100%+ Increase in New Reviews on Google
MARKETING
$600,000 Annual Media Spend Optimization
PATIENT LIFETIME VALUE
Improved Patient Retention and Lifetime Value
The Journey
ARSA previously attempted to get data and technology from various partners within their EMR ecosystem, including lead management programs, appointment confirmation services, and manual coordination of data from their marketing agency. Despite these efforts, they fell short of achieving their goals and failed to find solutions that fully met both patient needs and the expectations of their executive leadership team. As they increased their reliance on numerous partners, their ability to retrieve appropriate data for driving efficiencies and growth in their practice diminished.
The Challenge
As ARSA expanded, ensuring a consistent, measurable, and productive patient journey became a significant strategic challenge. This issue resulted in difficulties optimizing patient outcomes while simultaneously maintaining the scale and profitability of the practice.
The root of this challenge lay in the complete separation of critical patient journey activities and performance metrics. This separation was driven by the reliance on necessary but disparate and costly business systems for practice management (Nextech), patient communication (GoTo/text/phone), patient marketing (Google), and various patient engagement automation tools.
Their goal was to:
Enhance Understanding of Patient Outcomes: Integrate patient journey data from referral/marketing sources, communications, scheduling, provider team performance, and patient lifetime value into unified reporting to improve decision-making across the organization.
Improve Patient Lifetime Experience: Create a personalized, proactive, and seamless patient journey from initial contact through to follow-up, enhancing patient satisfaction and engagement.
Reduce Operational Burdens: Decrease practice workload, vendor count, and technology costs by integrating phone/text communications, practice management, and digital automation tools into a single master control panel for patient journey automation
The Discovery
Through an analysis of their current vendors and capabilities, ARSA identified that RSI could effectively integrate with their UCAS vendor GoTo Connect, their EMR Nextech, and their marketing agency, Cardinal Digital Health, to meet their specific needs. RSI offered a solution that consolidated traditionally fragmented products into a single platform. This integration facilitated connections at key interaction points — calls, SMS, and inbound inquiries — streamlining processes for their front office and patient care coordinators. Moreover, it provided the critical data necessary for the executive leadership team to drive efficient growth.
Analytics Suite: RSI integrates all relevant data from marketing/referrals, VOIP (phone/text), and practice management into a unified reporting system. This creates the most complete and comprehensive set of patient journey analytics in the market, offering deep insights into the patient journey, revenue cycle management, and related practice dependencies, enhancing both patient experience and practice scalability.
Contact Center/CRM Suite: This suite merges VOIP, practice management (PM), and patient source data onto a single screen. It enables your team to optimize patient communication and reduce workload. Features include handling calls, texts, balance collections, and scheduling, all from one interface. The suite also allows for customized workflows and referral management, ensuring complete synchronization with your PM system.
Patient Engagement Automation Suite: Addresses the digital consumer economy’s challenges around patient access and participation using a unified suite of tools, reducing vendor interactions and cutting technology costs.
- Patient Communication Automation: Delivers automated, personalized digital communication based on customized patient journeys. RSI’s system provides near real-time access to patient information and interactions, covering everything from provider details and procedure education to pre- and post-appointment instructions and patient recall notifications for optimal engagement and results.
- Patient Scheduling: Facilitates patient self-scheduling, a critical feature in modern practices. RSI allows each practice to set up scheduling templates according to provider availability, improving patient satisfaction and reducing administrative workload.
- Appointment Appointment Confirmations: Offers customized appointment reminders designed to improve attendance rates.
- Reputation Management: Automatically sends post-appointment surveys and feedback requests to patients, generating valuable insights into the patient experience and enhancing online reviews on platforms like Google and Meta.
The Process Implentation
Implementing a platform across an organization requires a comprehensive buy-in approach. RSI established automatic API connections with GoToConnect and Nextech to ensure seamless data flow. To meet ARSA’s specific marketing needs, RSI developed integrations with GA4 and Meta, utilizing UTM capabilities to provide real-time Return on Ad Spend (R Spend (ROAS) analytics based on their financial data. During this process, RSI also identified key internal reports that could not be automatically generated from their EMR, which previously required custom development.
The initial setup of the majority of the platform was completed within 90 days. However, the engagement continues with ongoing support, education, and training, along with regular meetings with executive leadership to ensure the focus remains on achieving the strategic goals.
CONCLUSION
RSI’s integrated solutions enabled ARSA to optimize cross-departmental operations, enhance marketing efficiency, improve contact center performance, boost provider effectiveness, and increase patient lifetime value. These improvements have not only streamlined ARSA’s operations but have also significantly also significantly contributed to their growth and patient satisfaction.
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