Track eligibility, reach, conversations, bookings, open callbacks, opt-outs, and calculated scheduled production without relying on vanity activity counts.
Begin with the eligible denominator
Count patients who are genuinely eligible for the workflow after removing bookings, duplicates, opt-outs, invalid contacts, and records that need staff review. Every rate becomes misleading when the starting cohort is wrong.
Track movement through the queue
- Eligible patients
- Patients attempted
- Patients reached
- Two-way conversations
- Appointments booked
- Callbacks still open
- Escalations awaiting staff
- Opt-outs and ineligible records
Calculate scheduled production carefully
This is an operational calculation, not a guarantee of collected revenue. Keep scheduled, completed, and collected amounts separate so the team knows what each number means.
Review reasons, not only rates
A falling reach rate may point to poor contact data. Many callbacks may indicate the outreach is happening at inconvenient times. Frequent escalations can reveal missing approved answers or unclear handoff rules. Metrics should improve the workflow, not just decorate a dashboard.
