As a national mental health practice that addresses the critical shortage of psychiatric care, Talkiatry's referring provider and patient satisfaction are key for business.

"It's important that we’re a safe pair of hands for both patients and referral partners," said Samson Walla, SVP Strategy & New Business Initiatives.

The Challenge

Prior to Tennr, Talkiatry was experiencing several challenges when processing incoming fax referrals due to their manual processes.

• 24-48 hour processing time for faxes
• Significant referral backlog due to processing bottlenecks

“We had to download every referral, upload it to a different portal, enter all the data manually, and then submit it to yet another platform,” said Rachel Florian, Solutions Engineer. “It was time-consuming and labor-intensive.”

Another goal for Talkiatry was providing a top-tier experience for referring providers, who tend to be overwhelmed by missing information calls from receiving providers.

"Anytime anything was missing, we had to manually contact referring providers 1 to 3 times," said Mike Yi, Intake Team Lead.

Life With Tennr

With Tennr, Talkiatry has dramatically reduced processing delays.

• Reduced fax processing time from 24-48 hours to ~1 min
• Eliminated backlog and doubled monthly referral processing volume

Tennr has also enhanced Talkiatry’s referral partner relationships and visibility.

• Automated missing information outreach eliminated manual follow-ups
• Sending close-the-loop faxes automatically to keep providers informed
• Fax integrations enabled Talkiatry to use fax as a viable channel when pursuing partnerships

“Even if not all referrals come through fax, being able to support it effectively has opened the door to broader partnerships,” said Samson Walla, Talkiatry's SVP of Strategy & New Business Initiatives. “You have to meet your partners where they are, and for many providers fax is still the easy button for referrals.”

According to Samson, Tennr has also improved Talkiatry’s operational efficiency.

"Without question, it's allowed us to run the referral program more efficiently, reach out to patients quicker, improve the accuracy of our data, and enabled us to close the loop with providers.”

The transformation is felt across the organization. Talkiatry's intake team summed it up best: "Tennr makes our lives easier," said Juan, Intake Specialist.

What's Next

Talkiatry is looking forward to continuing to grow their partnership with the Tennr team, recognizing strong vendor relationships that can scale with their growth are important for continued success.

"The responsiveness and support from the Tennr team makes all the difference," said Samson.

The company is also exploring several strategic initiatives to further enhance their referral process, including iterations on close-the-loop automations.

Samson also expressed interest in increased patient visibility and ownership of the referred patient experience, a goal that Tennr is planning to accomplish through the launch of the Tennr Network.