CUSTOMER STORY
How Atlantic centralized 40 locations and tripled employer volume.
Every fax, web request, voicemail and call now lands in one place, and Petey covers the hours the team can’t.
NEW JERSEY · 40+ LOCATIONS · PROMPT · CUSTOMER SINCE FEBRUARY 2023
26
appointments on the schedule after one weekend
3×
Employer-paid volume
85%
lead conversion
IN THIS STORY
Inbox
One queue for 40 locations
Petey
After-hours and overflow calls
Employer Direct
Direct contracts with employers
Dave Manzo
CFO
THE CHALLENGE
The same chaos, twice.
Atlantic’s growth surfaced the same problem twice. First at the front desk: a patient paying a copay, another on hold, the phone ringing again. So Atlantic built a centralized call center.
Then the chaos showed up there too. Faxes piled up, web requests went to one inbox, and voicemails stacked up after hours. Every month, Creative Director Jane DiMaggio went through the web leads by hand to tally conversion.
THE SOLUTION
Every channel, one queue.
With Second Door, every fax, web request, voicemail and phone call lands in the same place. Atlantic’s call center works one queue across all 40 locations, partial web forms get captured instead of lost, and faxes attach to the patient.
When the team can’t pick up, after hours, on weekends or during overflow, Petey does. One Sunday, Atlantic came in to find 26 appointments on the schedule that Petey had handled directly or routed through the front door.
THE IMPACT
Growth that doesn’t depend on insurance.
Lead conversion is hovering in the mid-80s. With the front door under control, Atlantic built a direct-to-employer business: three school districts and 10,000 covered lives, served through Employer Direct.
Employer volume is up 3×, and MSK spend for those districts is down because employees get to PT earlier in the injury cycle.
IN THEIR WORDS
Dave Manzo · Chief Financial Officer, Atlantic Physical Therapy Center
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