Branded Calling for Healthcare

Patients are reluctant to pick up a call from an unidentified caller, much less discuss their personal healthcare information with them. They require a more personal connection to feel secure with their healthcare providers. Branded Communication ensures patients feel cared for and protected by safely connecting both parties when it matters most.

branded communication healthcare case study by first orion

Branded Communication Case Study

A Prescription for Better Results

Why Healthcare Providers Need Branded Communication

Healthcare is a private and often sensitive subject. It can also be very stressful. Patients want to feel confident in the phone call, especially when it relates to urgent matters, such as appointments, prescriptions, and test results. Branded communication delivers confidence in every call.

Increase patient trust and security

90% people don't feel comfortable answering a call from an unknown number.

Delivery timely alerts and reminders

Time-sensitive is delivered quickly and painlessly, helping your patients get the information they need.

Schedule appointments with ease

When patients know who's calling, they're more willing to answer, saving you time and the hassle of endless call backs.

Case Study

Connecting Outside the Waiting Room

It's a fact. Healthcare providers that use Branded Communication make better connections outside the waiting room. According to our 2022 Healthcare Report, 9 in 10 patients say they would answer your call if they knew who was calling.

When calling to follow up on online account or loan applications, First Orion healthcare clients report an increase in completed applications by up to 30% when compared to connecting with a non-branded call.

One of our clients — a teledentistry company offering sales, account servicing, scheduling, and support through their calling program — experienced improved answer rates and converions almost immediately using our INFORM^®solution.

Branded Communication boosts the effectiveness of front office staff, billing agents, and other administrators helping you deliver a better experience before and after your patients visit.

23%

Increase

in answer rates

23%

Rise

in conversions (issue resolved on a call)

34%

Lift

in contact rate (unique answers on all calls)

branded communication case study for healthcare

Patients Really Need Your Call …

But They Don’t Know It’s You

When it comes to the care of their patients and handling their private information, healthcare providers have more to worry about. We’ve found that 93% of people want a phone call from their healthcare provider, especially when it involves urgent matters. It’s clear that when connecting and communicating with their provider, patients prefer a good ol’ phone call over SMS and other methods.

The problem with that? Unless the provider’s numbers are all in the patient’s contact list, all they see on the phone screen is an Unknown Caller. And you know what that means: you wasted a call, plus the patient doesn’t get the info they need for their care.

That means no matter how well-intentioned your calling program is — scheduling, reminders, follow-ups, or account services — they don’t pick up your calls. (And leaving a message requires a signed release!) Worse, they don’t answer even when they requested and are expecting a callback, such as a response to a referral inquiry, an online care/product or other inquiry!

And that can lead to frustration and a negative view of your business. 4 out of 5 people said they would rate your business poorly if you made a call from an unknown number.

94%

Of Patients

would answer your call if it was clearly identified.

80%

Of Patients

would consider giving you a negative rating for making unidentified calls.

See What Our

Customers Are Saying

“We were talking with our CEO and showed him a branded call experience from First Orion, and everybody on the executive leadership team thought it was awesome. It just clicked with them that we need this because nobody picks up the phone anymore if they don’t know who’s calling.”

Senior manager of retail product management and post-purchase experience
Retail

“Our contact rates are slightly down by 1.5% to 2%, but revenue per attempt has increased 15% to 40% depending on the brand that we’re calling about.”

Senior director of call center operations in the online marketing industry
Call Center

“If someone misses their delivery, it costs ups $100 to revisit your house to redeliver an appliance.” We do from 5 to 8 million appliance deliveries a year, so these numbers are significant.”

Delivery notification retail product manager
Delivery

Unlock the Power of Branded Communication

Tell us more about your business and calling needs, and we’ll show you how Branded Communications can work for you.

Get Started

Resources

448 Recruitment and First Orion: Branded Calling That Saves Lives

Every business likes to imagine their work saves lives, but how many can actually back up that claim? 448 Recruitment discovered firsthand that branded calling saves lives – literally. Branded Calling in Action – 448 Recruitment Blood Donations 448 Recruitment...

Rating Communication: Healthcare and Phone Calls

For healthcare providers, ratings and reviews play a crucial role in how patients choose their doctor, medical center, and pharmacy. With online review sites, consumers can see what everyone else thinks of a hospital and staff at their fingertips. In fact, three in...

Prescribed Communication: 2022 Healthcare Consumer Communication Report

Method In August 2022, First Orion surveyed more than 2,000 U.S. mobile phone subscribers about their communication preferences with their healthcare providers. Survey respondents were split nearly even between males and females, with less than 1% preferring to...