Customer Overview

OMS360 is a managed oral surgery services organization operating across multiple practices. Since partnering with Patient Prism, OMS360 has revolutionized its operations by adopting the 360 Operating System, which segments the patient journey into six critical phases: 1) Patient Access, 2) Scheduling, 3) Pre-appointment, 4) Consultation, 5) Procedure, and 6) Patient Account Reconciliation. Patient Prism played a pivotal role in optimizing the Scheduling phase, uncovering growth opportunities and addressing inefficiencies that impacted both patient experience and practice performance.

The Challenge

OMS360’s initial assumptions pointed to insufficient patient demand as the cause of its growth challenges. Data told a different story. Thirty percent of calls were missed, either unanswered or sent to voicemail. Extended median lead times, the gap between scheduling and appointment dates, caused patients to seek care elsewhere, impacting retention. Without visibility into call performance, leadership could not distinguish between a demand problem and an operational one, making it impossible to direct resources effectively.

Why Patient Prism

Patient Prism gave OMS360 the tools to identify and address the real source of its growth gap. Key capabilities included:

• AI-Powered Scheduler Analysis: Metrics including call duration, response quality, sentiment, and call-to-consultation conversion rates surfaced performance patterns across practices.
• Dictionary & Report Filtering: OMS360 identified scheduler strengths and improvement opportunities based on the specific services patients were inquiring about.
• Real-Time Dashboards: Schedulers monitored their own performance daily and reviewed call reports during team huddles.
• Structured Meeting Cadence: Weekly regional analyses and monthly strategy meetings with office managers, doctors, and operations teams solidified a data-driven improvement cycle.
• Patient Prism Champions: Each office appointed a champion to spearhead revenue recovery efforts and maintain accountability.

Implementation

OMS360 targeted two key metrics to drive growth: missed call rate and follow-up rate. The missed call rate was reduced from 35% to under 15% within two months. Outreach to patients who did not schedule during their initial interaction was improved systematically. Schedulers, empowered by real-time data, monitored performance daily. Weekly regional analyses and monthly strategy meetings with office managers, doctors, and operations teams reinforced the approach across the network.

“Patient Prism has really helped our practice find the patients that could have slipped through the cracks. My team has turned it into a competition for who can have the least missed opportunities.”
– Angie Gould, Regional Manager, COFS

What Patient Prism Enabled

Demand vs. Capacity Clarity

By shifting focus from demand generation to operational improvements, OMS360 maximized practice growth potential without unnecessary marketing expenditure. The data made clear that the opportunity was in converting existing demand more effectively, not in generating more of it.

Agent Performance Optimization

Variations in scheduler performance across practices highlighted the need for standardization and knowledge sharing. By implementing best practices modeled on top-performing schedulers, OMS360 ensured consistent, high-quality service across all locations, enhancing both patient engagement and operational performance.

Revenue Recovery

Patient Prism Champions led targeted recovery efforts at each office. Community Oral Facial Surgery (COFS) recovered 636 patients in 2024, generating over $580,000 in reclaimed revenue under the leadership of Regional Manager Angie Gould and Office Manager Jessica. Across all OMS360 locations, 1,393 patients were recovered through Patient Prism alerts in 2024, with over 52% of reengaged patients scheduling an appointment.

“Patient Prism has been an essential tool for OMS360, helping us recapture missed opportunities and improve patient interactions. By pinpointing where calls were mishandled, we’ve been able to retrain staff, leading to better patient engagement and satisfaction. It’s not just about recovering revenue, it’s created a culture of continuous improvement.”
– Stephanie, Office Manager, Anniston Oral Facial Surgery

Results

OMS360’s partnership with Patient Prism delivered measurable success across every dimension of scheduling performance. Missed calls dropped by 50%, falling from 35% to under 15%. Thirty percent of previously missed calls were reclaimed. Over 52% of reengaged patients scheduled appointments, recovering 1,393 patients across all locations in 2024. Practices using the scheduling optimization playbook grew collections by 27% year-over-year. Leadership initiatives at COFS recovered over $580,000 in revenue. Together, these operational improvements drove 22% YTD growth, without increasing ad spend.

22%

YTD growth driven by operational efficiencies

27%

YoY collections growth in practices using the scheduling optimization playbook

50%

Reduction in missed calls, from 35% to under 15%

30%

Previously missed calls reclaimed through scheduling improvements

1,393

Patients recovered across all OMS360 locations in 2024

$580,000

Revenue recovered at COFS in 2024

Future Outlook

OMS360’s partnership with Patient Prism underscores the transformative impact of leveraging technology and actionable insights. By focusing on scheduling optimization and call performance, OMS360 has driven meaningful growth, recovered significant revenue, and established a culture of excellence and continuous improvement. This case study demonstrates that operational improvements, coupled with data-driven decision-making, pave the way for sustainable success in healthcare practices.