How CityLife Health Virtualized Their Front Desk and Improved Patient Flow with Solv

Case Studies / How CityLife Health Virtualized Their Front Desk and Improved Patient Flow with Solv /

Locations

≤5 locations

Topics

GrowthLoyalty

Challenge

Before partnering with Solv, CityLife Health faced significant challenges in managing high patient volumes, especially during the COVID-19 pandemic. Serving underserved populations in Philadelphia and Newark, the four CityLife clinics needed to extend their services to non-Medicaid populations and offer COVID testing. This required an effective way to handle the additional influx of patients while ensuring the safety of both patients and staff from infection.

For about a month, inundated doesn’t even begin to describe our patient volume. We saw a 400% increase in patients. I know that had we been with our previous vendor, that would have been an unmitigated disaster. Although that time was difficult, Solv made it a lot more bearable.

- Tolk Persons, Director of Analytics

Solution

CityLife Health enhanced patient management by integrating Solv's comprehensive, contactless services across the patient journey, from pre-visit to post-visit. This included online appointment booking, a mobile check-in system using QR codes, two-way chat for real-time communication, and Solv Pay for streamlined, secure payment processing post-visit. Insurance verification was simplified through digital uploads of insurance and ID, ensuring transparency in coverage estimates. Additionally, Solv’s reputation management tools improved CityLife’s online ratings by actively managing patient feedback, positively impacting their public image and patient satisfaction.

“For CityLife, [the ability to check insurance eligibility and coverage] has been incredibly important, given that many of our team are not used to taking commercial insurances. It has helped our team feel comfortable as well as make the registration process really smooth, all while remaining contactless.”

- Ruthann Anderson

Results

CityLife Health saw marked increases in patient traffic, gaining 809 new patients from the Solv consumer app since March. The new contactless clinic experience powerd by Solv attracted consumers seeking safe healthcare and maintained a 4.8-star average rating during COVID-19. Solv enabled CityLife to quickly offer COVID testing, flu shots, and regular clinic visits to new consumers.

“When you factor in those incremental time savings, even just in the patient acquisition process, that has more than paid for Solv on a monthly basis.”

- Tolk Persons