Stress Care of New Jersey Uses Vital Interaction Client Reactivation Campaign to Improve Patient Recall Rates

Vital Interaction Case Study



Stress Care of New Jersey is a leading provider of outpatient behavioral health and addiction treatment, offering a wide array of services specialized for mental health, physical, and/or substance use needs. Working together, Stress Care of New Jersey and Vital Interaction designed patient reactivation campaigns to see how automated recall messaging targeting patients who haven’t scheduled follow-up appointments can improve patient engagement and increase appointment rescheduling rates.


Improving Patient Recall with Automated Appointment Scheduling Reminders

In our first patient reactivation campaign, Vital Interaction was asked to reach patients who had visited Stress Care of New Jersey in the past 15 days, but had not yet scheduled a follow-up appointment. After identifying these patients, Vital Interaction sent each one automated appointment reminders and if no appointment was scheduled, a second message was sent 30 days later and a final attempt made 30 days after that. 

The recall campaign showed success, with 47% of patients scheduling follow-up appointments. A total of 924 patients were targeted by the campaign, which generated more than $20,000 in revenues. 


Reactivating Patients 30 Days Later

In our second campaign, patients who had visited 30 days prior and had not yet scheduled a follow-up appointment were targeted. Virtual Interaction sent automated appointment reminders to 6,248 patients, with 2,304 (36%) scheduling an appointment, generating $148,410 in revenue based on an average reimbursement rate of $85. In comparison, only 712 patients who did not receive a message as part of the campaign scheduled appointments. The campaign showed that patients who receive automated appointment reminders may be up to 40% more likely to schedule future appointments with their provider. 

Partnering with Vital Interaction, Stress Care of New Jersey captured new revenue, increased patient visits and improved care with minimal staff work. Instead of assigning staff members to reach out to patients one-on-one by phone or email, automated patient communications provide a quick, personal and effective method for reaching recall targets. 

Automating recall workflows also makes the process easier for patients, who receive a direct invitation to schedule a follow-up appointment, with information on how to do so. Used in tandem with Vital Interaction’s automated appointment reminders, a client reactivation campaign can enhance staff productivity, lower no-show rates, improve reimbursement rates and play a significant role in the delivery of value-based care.



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