Proven Results
We’re Moving Healthcare Forward
Grow Your Business
Challenge:
Provider was running Google Ads with an average Cost per Call of $45 in an effort to acquire patients looking for a new doctor. They asked Lucerna to optimize these ads before they abandoned the tactic altogether due to high cost.
Solution:
Lucerna was able to identify several optimization opportunities, implement Hispanic ads and improve tracking methodologies, bringing the cost per call down dramatically, by 61% on average. Google Ads are now a major contributor to new patient growth.
Challenge:
Medicare consumers are typically more expensive to market to digitally. The Provider had limited budget to work with and ambitious goals for growth during AEP. Due to COVID-19, the Provider was hosting several webinars instead of in-person events.
Solution:
Quickly after launching Facebook ads, Lucerna noticed a sharp disconnect between ad clicks and registrations. The team evaluated the options, shifted gears and implemented Facebook lead forms, resulting in a jump in leads and drop in costs.
Challenge:
Google My Business (GMB) pages are vital for businesses to have a local presence. Provider did not have GMB pages for all of their locations and the ones that did exist, were outdated and abandoned, providing little to no value to new patients.
Solution:
Lucerna performed a full audit, optimized all existing information, established new pages where there wasn’t one, and coordinated professional photography and virtual tours. We also developed methods to promote patient reviews.
Challenge:
Provider’s website had grown stale after several years without an upgrade. Many of the pages lacked proper tagging or updated Search Engine Optimization (SEO) metadata. Their organic rankings were low and it was hurting their practice.
Solution:
Lucerna completely revamped the main pages of the provider’s website, making it easy to navigate and adding essential elements in the front and back end to optimize for SEO. This resulted in a 40% increase in visits year over year.
Challenge:
Lucerna established a COVID-19 vaccine pre-registration system for patients of a multi-state provider to simplify varying state eligibility phases. Community outreach was needed to meet public domain requirements for being a vaccine provider.
Solution:
Lucerna launched ads on Facebook and optimized with different images, copy and languages that complied with Facebook’s COVID-19 advertising restrictions. The result was a Cost per Lead under $1 for vaccine pre-registrations!
Challenge:
COVID-19 vaccines were approved, but eligibility guidelines varied greatly from state to state. Once vaccines were received at a multi-state Provider, there was pressure to use what was received quickly.
Solution:
Lucerna established a pre-registration system that was promoted to patients and communities served. Over 80k people pre-registered, simplifying the process of vaccinating qualified people as each state worked their way through eligibility phases.
Challenge:
Provider was spending a lot of time and money on marketing and not seeing results. The phones were ringing but no one was converting. A large portion of calls were going unanswered or abandoned, and the ones that did go through were frustrated.
Solution:
Lucerna helped the client stand up a dedicated team to handle advanced marketing objectives—both inbound and outbound. The team was setup with simplified IVR systems, full CRM integration to the marketing database, and call tracking capabilities.
Challenge:
Provider was opening a new Senior Center location. They wanted to generate community awareness and increase their Medicare patient base. They had never focused solely on Medicare previously and needed to launch a comprehensive go-to-market strategy.
Solution:
Lucerna rose to the occasion. A full brand positioning campaign was developed, omni-channel marketing deployed in full coordination with event teams and payer/broker partners. The net result: the provider doubled their Medicare patient base.
Enhance Customer Experience
Challenge:
Provider’s online booking tool was not very user friendly, causing more and more calls for appointments. The process was too long and it was confusing how a patient would find an available doctor to book an appointment with.
Solution:
Lucerna worked closely with VIM to implement a new online booking process, powered by Lucerna’s data. VIM’s easy-to-use interface, fewer steps to book an appointment, and Lucerna’s data led to 11x more online bookings month over month!
Challenge:
Provider had launched a complimentary telehealth app for patients earlier in the year and were experiencing a slow adoption rate despite extensive point of care, web and direct promotions.
Solution:
Lucerna devised an A/B test on SMS messages to patients who hadn’t already registered. We refined the message to make it shorter, removed clinical terms and tested both English and Spanish copy. In one month, we doubled app registrations.
Challenge:
Provider tried sending out customer service surveys using a free tool, but was frustrated by lack of insights, low responses and manual work required. So they turned on a paid feature in their EMR, but were underwhelmed by the capabilities.
Solution:
Not only did Lucerna increase responses, but we provided actionable insights at the patient, provider, location and region levels. Promoters are asked to write reviews, problems are addressed and provider incentives consider actual patient feedback.