Customer Stories / Perry Health

Perry Health Improved sales by 23%

about the company

industry

Healthcare

Diabetes healthcare provider Perry Health instantly saw a 4x improvement in sales team productivity and 50% lift in engagement rate after using Regal.io as an event-driven Task Manager and Patient Engagement platform.

"Regal instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal's AI-powered tools to personalize, measure and optimize the experience for each customer."

Scott Chesrown

Co-Founder & COO, Perry Health

in numbers

With Regal.io's comprehensive platform, Perry Health has streamlined their ability to enroll new patients, manage key tasks, track time spent, and most importantly improve their standard of care with patients.

Improvement in sales team productivity

50%

Lift in engagement rate

23%

Improvement in sales

Perry Health: Personalized Patient Care

Both newly diagnosed patients and those who have lived with diabetes for years often find managing their disease to be challenging and time consuming.

Perry Health, a remote clinic operating across the US, provides databased personalized care through remote monitoring, nutritional counseling, and support to diabetes patients on Medicare.

In a recent study, 75% of their patients saw an average A1C decrease of more than 2.5 points over a year.

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PROBLEM

How to Manage Complex Patient Care?

Supporting patients with diabetes is a complex task that involves analyzing medical data, providing medical advice on nutrition, and managing tasks such as wellness calls across multiple providers.

Perry Health must accurately and efficiently manage all moving parts in a timely fashion to keep their patients’ trust. With the critical nature of their work, the PerryHealth team assigns tasks to each team member so they can track their work activities. Because the company’s primary source of revenue is from billable hours that are paid by insurance providers, Perry Health needs an efficient way to accurately track time spent with each patient, in addition to the various tasks associated with each patient.

Previously, Perry Health built a custom internal app that used a checklist for each patient and acted as a task manager. However, the app was costly to maintain and didn’t integrate well with other data sources. They were also using Dialpad to make phone calls and send text messages, but it lacked the functionality to prioritize and assign tasks and as a result people were manually picking which leads to reach out to, and then checking it off on two separate systems. By having to use multiple disparate systems to perform various tasks, this resulted in lost time and the inability to track time spent across tasks.

Perry Health needed an easier way to help manage the tasks and hours involved in helping their patients live their best possible lives.

SOLUTION

Regal.io’s Event-Driven Task Manager Engages Patients through SMS and Voice

Regal.io helped Perry Health completely streamline their patient engagement process, from enrolling leads to providing patient care. Perry Health has 4 different teams that use the Regal platform: Enrollment, Accountability Wellness Coaches, Member Experience, and their Clinical Team.

There are two key ways that Perry Health uses Regal for streamlining task management: triggering tasks and then routing tasks.

First, the team can set triggers for a specific task to be created at the right time, in the right channel, with the right message to engage and qualify prospective patients that fill out a lead form. Second, this task is then intelligently routed to the appropriate team at Perry Heath based on user attributes.

Perry Health can also set specific logic around which individual team members should receive tasks based on previous interaction with the customer, agent expertise, agent bandwidth, and more.

Each team uses Regal’s platform to track tasks and time that people are spending across these tasks.  By consolidating the functionality of multiple systems into one place, Regal was able to improve the productivity of team members to get tasks done, and track where time was being spent.

Enrollment Team

Potential new patients often learn about Perry Health through online searches or referrals from other providers. After visiting Perry Health’s website, patients complete a lead form. Once this form is completed, by leveraging Regal.io’s event-driven functionality, Perry Health is able to trigger a call and SMS to contact the patient in realtime and collect additional qualification information that qualifies the patient as a Medicaid or Medicare user.By speaking directly with patients at the point of highest intent in the conversion funnel, this improves conversion rates, drives increased revenue, and makes their Enrollment Team more productive.By using Regal.io, the Enrollment Team has seen a 25% lift in enrollment, even while controlling for the the same spend and top level lead volume. The connection rate for the team also increased from 35% to 45%.

Accountability Wellness Coaches

Thanks to Regal.io’s functionality, Perry Health was able to launch a new Wellness Coach program powered by SMS and calls. When patients join the program, each patient now receives a personal coach who provides the individual care and support needed to best manage their diabetes. The coaches are the cornerstone of the patient relationship at Perry Health, communicating with the patient via both phone and text that are powered by Regal.io.

Member Experience

The Member Experience (MX) team at Perry Health schedules appointments, helps customers set up medical devices, and checks in patients frequently.Before Regal.io, the MX team were often conflicted with having to juggle various tasks at the same time and did not have a streamlined way to manage their task load. With Regal.io, Perry Health is able to set tasks, schedule appointments, follow-up calls, and perform device training all through Regal.io’s SMS and voice platform.Perry Health uses Regal.io’s Journey Builder functionality to put the patient down various paths of engagement. One example would be when a patient receives a medical device, to trigger someone from MX to contact the patient to set up a training call. They also use Regal.io to set up appointment reminder texts to ensure that booked appointments are followed through.

With Regal.io, Perry Health has been able to have a 90% task completion rate across their MX team.

Clinical team

The Clinical Team at Perry Health is made up of 25 registered nurses and dietitians who schedule calls with patients to discuss their diet plans. Previously, the Clinical Team had to manually schedule appointments and had no system for reminding patients or team members when their calls were going to happen. Now, the Clinical Team uses Regal.io to schedule calls with patients and remind them of upcoming appointments.With Regal.io, Perry Health is even able to schedule  call backs or second calls if the first call is not picked up, which increases the number of appointment connections.This ability to increase the number of appointments is important to Perry Health because revenue is directly tied to time spent with patients.Before Regal, the Clinical Team's appointment show rate was 65%.

By using Regal, they were able to increase their appointment show rate to 83%, which is a 18% improvement.

Perry Health is also using event-based triggers to engage with their patients. If a patient has a high or low glucose level, the Perry Health team uses Regal.io to speak with their patients as soon as they are notified of these key alerts. As such, Perry Health is able to contact their patients at the appropriate time for care and their agents have the right context on each patient. “Perry Health has been a godsend for me. All of the nurses are kind and caring. It is really reassuring to know that I have such a great team on my side as I deal with my diabetes,” says Mark, a Perry Health patient.