### Patient Segmentation & Recall Priority Matrix | Cohort Segment | Overdue Interval | Clinical Priority | Primary Channel | Core Reactivation Goal | | --- | --- | --- | --- | --- | | Tier 1: Recent Lapsed | 7 to 9 Months | Moderate Preventive | SMS + Direct Booking Link | Secure routine 6-month hygiene re-booking | | Tier 2: Mid-Term Overdue | 10 to 14 Months | High Preventive | Email Sequence + SMS Nudge | Highlight expiring annual insurance benefits | | Tier 3: Inactive Patients | 15 to 18+ Months | Elevated Risk | Outbound Dedicated Phone Call | Address treatment hesitation; re-establish care | ### Multi-Channel Patient Recall Message Sequences #### SMS Cadence (Tier 1 & 2) * **Message 1 (Day 1):** "Hi [Patient Name], it has been over 6 months since your last dental cleaning with Dr. Smith. Protect your smile and book your checkup online in seconds: [Booking Link] - Text STOP to opt out." * **Message 2 (Day 10):** "Quick reminder from Smith Family Dental: Your annual insurance benefits renew soon. Do not let your paid preventive coverage go unused. Reserve your morning slot here: [Booking Link]" #### Email Dispatch (Tier 2) * **Subject:** Important reminder regarding your dental wellness benefits, [Patient Name] * **Body:** "Dear [Patient Name], preventive dental care is essential to avoiding costly restorative treatment. Our records show you are due for your routine hygiene examination. Most dental plans provide 100% coverage for semi-annual cleanings that expire on December 31st. We have opened early 7:00 AM appointments to fit your work week. Click below to confirm your visit: [Schedule Visit Button]" ### Front-Desk Inbound & Outbound Phone Scripts * **Staff Opening:** "Hello [Patient Name], this is Sarah from Smith Family Dental. I am reaching out because Dr. Smith asked me to check in with our priority patients who are due for their preventive cleaning." * **Handling Cost/Insurance Hesitation:** "I completely understand keeping an eye on out-of-pocket expenses. The good news is that standard preventive cleanings and exams are typically covered at 100% under your current plan on file. We can review your remaining benefits before we seat you." * **Closing the Call:** "We have an opening this coming Tuesday at 7:30 AM or Thursday at 8:00 AM. Which one works best with your morning commute?" ### Recall Performance & Revenue Recovery Scorecard * **Target Reactivation Rate:** 22% of Tier 1; 14% of Tier 2; 8% of Tier 3 within a 45-day campaign window. * **Financial Impact Benchmark:** Reactivating 120 hygiene visits ($185 average hygiene value + $420 diagnosed secondary treatment pipeline) projects an estimated $72,600 in recouped practice production. * **Operational Control:** Limit daily outbound staff call volume to 25 accounts per coordinator to preserve front-desk intake flow.