Dermatology Partners Automates Outreach, Boosts Patient Recall, and Successfully Books 80% of Referrals
Results
20%
Of unscheduled patients reactivated through recall
80%
Of referred patients booked successfully
20%
Of high-risk patients with a history of skin cancer reactivated through targeted recall campaigns
About Dermatology Partners
Dermatology Partners is a multi-state dermatology practice with over 35 locations and more than 60 providers across Pennsylvania, Delaware, and Maryland. The practice offers comprehensive dermatologic care, including general dermatology and on-site Mohs surgery for skin cancer treatment. With a growing patient base, they needed a scalable and efficient way to maintain strong communication and care continuity.
Opportunity
As the practice expanded, manual communication for office closures, schedule changes, and appointment follow-ups became increasingly difficult to manage. The team needed a solution that could streamline outreach across all locations and meet patients’ preferences for texts, calls, or emails.
Vital Interaction allows us to communicate with our patients with just a simple click of a button. It also allows us to send that communication through multiple methods depending on what each patient prefers.
Emily Miller
Director of Patient Services | Dermatology Partners
Scaling Patient Communication with Automation
Implementing Vital Interaction allowed Dermatology Partners to automate appointment recalls, streamline bulk messaging for emergencies, and reach patients through their preferred channels: text, call, or email. With customizable campaigns tailored by diagnosis or visit type, the team saw a 20% reactivation rate among unscheduled patients and a similarly strong response from patients with a history of skin cancer, including melanoma, BCC, and SCC.
Automation has helped the practice maintain strong continuity of care while freeing up call center resources to focus on high-value interactions.
Referral Manager Converts 80% of Referred Patients
Dermatology Partners adopted Vital Interaction’s enhanced referral management tool to reduce friction in their intake process. Now, referral faxes are automatically scanned, parsed, and added to a centralized dashboard, allowing for quick follow-up and better visibility.
Today, 80% of referred patients successfully book appointments, and the team tracks referral sources, outreach attempts, and average response time all in one place. First contact is typically made within two hours, ensuring timely patient care and stronger relationships with referring providers.
Educational Videos Reduce Call Volume and Improve Preparedness
To reduce front desk call volume and improve patient education around Mohs surgery, the team launched provider-recorded videos tailored to each appointment type. These videos answer common pre-op questions, such as fasting instructions or how to care for surgical sites post-procedure.
The result: a 20% drop in incoming calls about surgery prep. Patients now arrive better informed and more confident, leading to a smoother clinical experience.
Emergency Messaging at Scale
In the past, unexpected events like snow closures required staff to call each patient individually. With bulk messaging from Vital Interaction, the team now communicates with thousands of patients across multiple clinics in under 30 minutes, a process that previously took hours.
Growing with Confidence
As Dermatology Partners continues to grow, adding 1 to 2 providers or locations each month, Vital Interaction remains a trusted partner. The platform makes it easy to onboard new users, launch targeted campaigns, and collaborate on feature enhancements.
