The Acquisition Experience

To grow businesses, it is necessary not only to retain existing customers but to acquire new ones. Customer service is a key component of a successful acquisition strategy. Beryl’s Acquisition Services help you convert
targeted consumers to patients and to differentiate yourself in a competitive market.

Beryl’s Acquisition Services helps you:

• Provide ease of use to consumers with 24/7 telephone and Web access
• Provide exemplary customer service personalized to your hospital needs
• Promote physician loyalty
• Track success of your marketing programs with ROI reports

Growing Physician Referrals

As a community service, many hospitals provide a physician referral program. This helps consumers easily connect with your hospital and generates loyalty to your physicians.

In response to your marketing campaigns, potential patients call a local number which connects them to a Beryl call advisor. Consumers are then able to request physician information in a variety of ways including geography, specialty, insurance, or specific physician name. Potential patients are given complete information about one or more physicians, which is confirmed in a follow up letter. Real time contact with physician offices is also an option.

Beryl’s physician referral program is also available online, providing consumers with options to search online, chat live, send an email or request a call-back. This gives consumers multiple ways to conveniently contact you 24/7. Monthly reporting is provided to the hospital and to each physician. The hospitals can access “real time” reports on myBeryl.net, a secure Web portal. This includes: lead source, demographics, mailing lists, etc. By providing this information in real time, the hospital can follow up with both the potential patient and the provider. Downstream revenue reconciliation is an available service linking physician referrals to inpatient, outpatient or ED visits. In addition, physicians receive monthly letters listing all patients that were referred during the month.

Streamlining Class Registration

As part of your hospital’s education and community outreach, you may offer a variety of events to the local
community. The customer experience begins at the first point of contact – during the registration process. Beryl
can help you make this a positive experience for potential participants. Beryl’s highly-trained call advisors assist your participants in the registration process at any time of the day or night. In addition to providing detailed information and processing enrollment, they can collect any fees. By using your customized script and Beryl’s rigorous call handling process, they become an extension of your team and positively represent your hospital’s brand.

By tracking enrollment, we can provide you with a real-time class roster. Beryl also tracks referrals source which helps you evaluate the success of your marketing activities.

Facilitating Service Referrals

In large facilities, consumers may call to request service line specific information. Beryl can help you facilitate these consumer requests by connecting consumers with the appropriate Clinical Center of Excellence or providing service information through a carefully constructed, customized call script.

Beryl handles millions of calls each year – but each customer receives the attention and focus they deserve. By selecting, Beryl’s acquisition services you ensure:

• Outstanding customer service 24 hours per day (via Web or phone)
• Efficient and effective call handling processes
• Customized call scripts
• Bilingual access
• ROI reporting including revenue reconciliation