Centralized Overflow Solution Maximizes New Patient Appointments

Project overview

Multi-location DC Area Pediatric Dentistry group centralizes telephone scheduling services to drive new patient appointments


DC Area Pediatric Group


2022 to Current


As a growing group of five pediatric dental practices, the group was faced with the challenge of optimizing telephone coverage for potential patients, existing patients, and everything in between. They knew lengthy hold times led to increased abandons and revenue loss, patient dissatisfaction, and employee burnout.


To supplement their existing staff, the group engaged Nexa Healthcare (an EverService company) to develop an overflow scheduling solution, ensuring they captured every new patient opportunity. This strategy allowed their existing staff to focus on caring for existing patient needs. New patient appointments were booked effortlessly through an integration with the NexHealth patient experience platform. It was a winning solution for the practice whose philosophy is to provide an amazing experience in every interaction.

In the first half of 2023, Nexa Healthcare Specialists have fielded over 1900 calls on behalf of the practice at an average wait time of only 21 seconds. Not only were more calls answered and faster, but an impressive 85% of all new patient opportunities were converted to appointments on the calendar.