Customer Overview

Valley Endodontics & Oral Surgery was established in 1996 by Dr. Steven Hymovitch and has grown into one of Arizona’s largest and most trusted specialty practices. Over 1,200 dental professionals throughout the greater Phoenix and Tucson areas refer their patients, and their own friends and family, to Valley Endodontics, a testament to the practice’s reputation for clinical excellence and patient-first care. Patient Prism began working with four of their offices in November 2021.

The Challenge

Despite a confident, well-intentioned front desk team, Valley Endodontics was struggling with high call volume and inconsistent phone performance. A specific problem emerged early: when patients called without a referral from their primary dentist, staff were failing to offer solutions that would help those patients move forward. The calls were ending without a path to care.

By April 2022, Valley Endodontics’ new patient conversion rate was 68%, but the practice was receiving an average of nine RELO alerts per day. More concerning: the Central Phoenix and Scottsdale locations were not following up on those alerts at all, and neither location had any award winners in their staff performance metrics.

Why Patient Prism

Patient Prism provided both the visibility and the structure to address the problem. RELO alerts identified missed opportunities in real-time. The platform’s staff metrics made individual performance transparent and trackable. And Patient Prism’s Client Success team worked directly with Valley Endodontics to diagnose the root causes and build a targeted plan for improvement, going beyond software to act as a genuine operational partner.

Implementation

In April 2022, Relations Director Marisa Cucco and Patient Prism Client Success Coordinator Maddie Pulley collaborated to develop a tailored turnaround plan for Central Phoenix and Scottsdale. Maddie met individually with office managers Alexsis and Jonathan to understand their pain points and co-create solutions. A call script was developed. Phone etiquette was reviewed and refined. And to drive urgency and friendly competition, Patient Prism ran two targeted contests in May: a gift card for the team member with the highest individual conversion rate, and a team lunch for the location with the highest RELO follow-up conversion rate.

Results

By May 31st, the results were clear. Central Phoenix and Scottsdale combined had converted 49 missed opportunities, generating $137,400 in recovered revenue in a single month. Valley Endodontics’ new patient conversion rate climbed from 68% to 74%.

$137,400

In recovered revenue from 49 converted missed opportunities in one month

68% → 74%

New patient conversion rate improvement in a single month

49

Missed opportunities converted to booked appointments in May 2022

Beyond the numbers, something more durable had taken hold: the teams had found a sense of purpose in the work of following up with patients who needed their help. The performance achieved in May became the new benchmark for all of Valley Endodontics, a standard to build on as the practice continues to raise the bar on customer service and patient relations.

“Patient Prism has created a lasting footprint for us to not only continuously strive towards excellence in patient satisfaction and gain significantly higher patient revenues, but also cultivate a happy teamwork environment amongst our employees.”
— Dr. Steven Hymovitch, DDS, MBA, CEC, Founder and CEO, Valley Endodontics