Receptionist Kiosk Case Study
visitor reception kiosk
Visitor Management systems case study on:
- better utilization of employees, despite location
- Avoiding the hiring and vetting process for a new employee
- Not having to go thru the process of training a new employee instead of utilizing exceptional employee already in the role
For more information and to download case study visit WelcomeWare.
The Situation
Businesses everywhere have been immensely challenged in the last two years with hiring, resignations, and the needs for remote work. Physical therapy clinics have often faced these burdens more so than others because they often have just a few people in each office, and the absence of even one key administrative person can impact the success of the entire practice.
Dirigo Physical Therapy & Performance is a three-location physical therapy practice based in Maine, whose rockstar receptionist, Haruka, would be moving out of state. Dirigo valued Haruka and did not want to re-enter the hiring cycle. Together they searched for a solution that would enable Haruka to work from afar while also improving Dirigo’s check-in experience.
- Star receptionist was moving 5 hours away
- Therapists checking in patients,decreasing treatment time
- Second location was experiencing intake process and billing challenges
- Hiring and training new receptionists took time
The Solution
Haruka loved working for Dirigo and wanted to remain a member of their team. After her review of various virtual remote receptionist platforms, she chose WelcomeWare as it offered complete remote control of Dirigo’s check-in process. She noted that “WelcomeWare was the only option to offer video chat while allowing patients to fill in forms at the same time.” Since Dirigo’s focus is on the patient experience, she believed WelcomeWare would be a good fit.
How WelcomeWare’s Features Support Dirigo
WelcomeWare enables Dirigo to staff their multiple locations simultaneously, lowering headcount, while providing valuable support. Dirigo is now able to consistently communicate its philosophy and values through a single channel handling patient intake.
WelcomeWare makes it possible for the Dirigo team to focus 100% on their tasks. Now PT’s are able to focus on treating patients while the front desk team ensures the clinic runs smoothly.
Dirigo no longer experiences overwhelming peak check-in periods. Now check-ins during peak hours are handled through the WelcomeWare kiosk, while the in-person receptionist handles other questions.
The Results
Dirigo was able to keep their rockstar receptionist. Their patients now check-in using the WelcomeWare kiosk. Forms are completed, insurance is verified, and payments are collected. The absence of a receptionist meant payments were not collected at time of service creating a lag in Dirigo receiving payment. In some cases resulting in not being paid at all. Dr. Lloyd Beckett Founder of Dirigo Physical Therapy and Performance and former Head Athletic Trainer and Lead Physical Therapist for the Brooklyn Nets NBA Franchise describes the level of change as “improved dramatically”.
As Dirigo expands to their third location, the use of WelcomeWare means they don’t need to hire a new receptionist. Dr. Beckett explains how the convenience of WelcomeWare made expansion easier-
“There is the convenience of not worrying about having to hire and retain a position that can have a high rate of turnover. Having that factor into any expansion plans, as well as the ease of the day-to-day has been really invaluable.”
About Dirigo
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Background
Key Features of Visitor Management Systems
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Digital Visitor Registration: Allows visitors to register themselves digitally, reducing paper processes and administrative burdens5.
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Security Features: Includes visitor badges, background checks, and notifications to security personnel to ensure only authorized access5.
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Real-Time Monitoring and Reporting: Provides real-time data on visitor activities, useful for security and emergency management5.
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Integration with Other Systems: Integrates with access control systems, calendars, and other enterprise applications5.
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Privacy and Compliance: Ensures visitor data is securely stored and complies with data protection regulations5.
Benefits of Visitor Management Systems
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Improved Security and Compliance: Enhances security by monitoring all visitors and ensuring compliance with regulations25.
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Efficiency and Time Savings: Accelerates the check-in process, reducing wait times and administrative effort5.
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Professional Visitor Experience: Creates a positive impression by automating check-in and providing seamless communication5.
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Real-Time Monitoring: Tracks who is in the building, aiding in emergency situations5.
Top Visitor Management Software
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Envoy: Known for its straightforward sign-in process and customizable criteria for entry. Offers a free plan and custom enterprise solutions38.
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Archie: Provides a customizable white-label app for visitor registration. Pricing starts at $159 per month/location310.
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Proxyclick: Offers a user-friendly interface with features like visitor pre-screening and kiosk check-in. Pricing starts at $100/month38.
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iLobby: Streamlines processes and workflows in the workplace. Offers a trial plan and custom enterprise solutions38.
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Greetly: Known for its customizable interface and touchless check-in feature. Enhances security and visitor experience4.
Useful Links
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Gallagher Security: Explains the basics of visitor management systems and their role in enhancing security1.
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Symplr: Discusses the benefits of visitor management platforms, including centralized policies and controlled access2.
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Kisi: Lists top visitor management software options with a focus on integration and customization3.
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Greetly: Offers insights into customizable visitor management solutions4.
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Capterra: Provides reviews and comparisons of various visitor management software options9.