
Eisenhower Health reduces call volume by 88 percent
The enterprise health system in Southern California decreased no-shows by 40 percent and saw a 23 percent increase in appointment confirmations after implementing WELL. “We can focus our care team on more patient-focused activities and followup.” Mark Steffen, Chief Administrative Officer, Primary and Specialty Care Clinics, Eisenhower Health
Call to Text
Call to Text
Reduce patient frustration during peak phone times. With “Call to Text” patients can switch from waiting on hold to live texting with your staff with the press of a button.
Screen Pop
Screen Pop
Embed WELL in your call center system and view texting history and other patient activity all on the same screen.
Bidirectional Texting
Bidirectional Texting
Manage two-way text conversations and view chatbot communications and other automated messaging from within your call center system.
Broadcasts
Broadcasts
Reach large groups of patients at once with WELL’s Broadcast feature. Broadcasts alert a group of patients with upcoming appointments about new protocols, when a provider calls out sick, or other last-minute changes.
Mentions
Mentions
Create Enterprise User Groups within WELL, such as Billing and Insurance group or Spanish Speakers group. Then route inbound communication to the right staff manually using mentions or automatically by Keyword Actions.
Keyword Actions
Keyword Actions
When patients initiate contact with your health system, provide automated messaging based on specific keywords. Messaging content can address hours, directions, and frequently asked questions.
Referrals
Referrals
WELL automates the referral process, sending patients a message from the referred-to specialist inviting them to schedule, followed by a custom cadence of appointment confirmation and reminder messages.
Quick Responses
Quick Responses
Enable staff to instantly answer common questions by selecting a response from pre-written templates, ensuring staff efficiency and consistency.
WELL Analytics
WELL Analytics
WELL Analytics provides data on the content, timing, and sentiment of messages so that you can understand your patients’ needs and provide the resources to meet them. Analyze the effectiveness of your outbound messages, such as clickthrough and response rates, and portal enrollment messages.


"We’ve discovered that people can’t ignore text messages; it’s just ingrained in us. Those are minutes we can have back. And we can focus on the patients who need our undivided attention.”
Tina Kelley
Practice Relations Manager, Mountain View Medical Center