In-depth, detailed examination of the RSI CRM & EMR solution for Suncoast Skin Solutions.
Suncoast Skin Solutions is a multi-location Dermatology, Dermasurgery, and Aesthetics practice providing high-end care and outcomes to patients. They are a growth-oriented practice with the realization that data and efficiency are the ultimate drivers of their business. SKS has worked with RSI since 2019 and expanded from 17 to 31 locations during that time.
The Results
- Year Over Year
- 12.5% lead to schedule rate increase
- 15.2% increase in same day booking
- 49.3% increase in attended appointments
- 2.7% increase in attended appointments
- 6.3% decrease in no-show appointments
The Journey
Suncoast Skin Solutions had attempted to get data and technology through various partners within the Modernizing Medicines ecosystem. They had tried lead management programs and manual coordination of data from their marketing agency, yet continued to come up short on achieving their goals with solutions that met their practice and patient expectations. SKS was able to set up CRM & marketing automation workflows that worked best for their patients and for their team. They found most systems limited in custom capabilities at their request.
The Challenge
It was challenging for Suncoast Skin Solutions to grow their business without gaining transparency into both marketing & operations. SKS also found it difficult to get access to the data and information they wanted while using multiple vendors in conjunction with their practice management and EMR solution, Modernizing Medicine.
Their goal was to:
Unify communications to improve patient experience with a system that integrates their marketing, their VOIP, and their EMR.
Improve transparency into marketing and operations performance by understanding critical KPIs related to the objective financial benchmarks of their monthly budget.
Leverage technology that would reduce workload across departments and with outside agency vendors tasked with driving lead volume into their business.
The Discovery
Through analysis of the current vendors, SKS was able to identify that RSI could connect via API to the necessary platforms and their EMR, Modernizing Medicine, while working in conjunction with various departments to deliver on their requirements. RSI had the ability to consolidate traditionally fragmented products into one platform that connected point of call, SMS, and inbound inquiry for their front office and patient care coordinators, while delivering data to their executive leadership team that was required to efficiently grow.
RSI’s core products across these platforms are:
Analytics Suite – through connection with marketing data, VOIP data, and Modernizing Medicine data, RSI has the most complete and comprehensive set of analytics available in the market. Traditionally, practices have silos of this information in varying platforms separated further by varying levels of access.
- SKS has leveraged Microsoft PowerBI to customize and deliver reports to their management team that could not be done without RSI.
CRM – sitting between VOIP, Modernizing Medicine, and marketing, RSI has a unique position to allow for immediate patient identification by pulling forward all necessary details for staff to have at point of contact.
RSI has improved conversion rates across intake team members and offices by delivering efficient and effective technology that allows automated communication and team member analytics.
Marketing Automation – with near real-time access to patient information, office interaction, and medical care, RSI delivers precise information related to procedure information, pre-appointment instructions, post-procedure instructions, and patient recall notifications at the exact time for optimal response rates and results.
The Process Implentation
Implementing a platform across an organization takes a whole-office buy-in approach. RSI connected via automatic API with Modernizing Medicine to ensure all data was flowing as desired. In order to achieve the level of marketing information MFP wanted, RSI upgraded its reporting product during implementation. Through this process, SKS was also able to identify key internal reports that were not able to be built automatically from their practice management software.
These reports included:
Daily scheduling load by provider allowing for operations to ensure a balanced booking process
Appointment capacity reports by provider
Scorecards covering financial, patient engagement, and forecasting performance across the organization
Overall, the process to set up the majority of the platform was 90 days. That said, there is on-going support, education, training, and meetings with executive leadership to ensure focus and achievement of the end goals.
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