The 15 to 25% of revenue your practice already earned but never asked back for.

The patient database in a typical multi-location practice is a recovery opportunity hiding behind a tooling problem. The EHR knows who hasn't been back in 14 months, but it doesn't know which of those patients are recoverable, on which channel, with which message, or at which offer. The marketing team knows how to write copy but lacks access to the EHR. The front desk maintains patient relationships but has no time to operate a sequenced campaign while running the schedule.

Recall and Reactivation closes that gap by treating the patient database as a recoverable revenue surface. We provide the recall program as productized infrastructure with a documented cadence, a measurement loop, and a single accountable owner.

Hygiene recall is the volume sequence. We use same-day SMS at the cleaning interval, escalate to email at 14 days, and then provide a brief voice touchpoint at 45 days, following a documented exit rule. Post-op follow-up is the trust sequence, featuring clinical check-ins at 24 and 72 hours, a satisfaction touchpoint at day 7, and a retention nudge at day 30. Lapsed-patient win-back is the recovery sequence. It is differentiated by 6, 12, 18, and 24 months since the last visit, with copy and offers calibrated to the value tier.

No-show recovery, treatment-plan acceptance follow-up, dormant-membership reactivation, and milestone touchpoints round out the program. Every sequence is calibrated by specialty. For instance, a cosmetic dermatology lapsed-patient sequence looks quite different than hygiene recall or concierge membership reactivation. The system holds the playbook so the practice doesn't have to.

The single biggest failure mode in recall programs is over-firing through too many touchpoints and too many channels without patient-level coordination. Rocklane Recall and Reactivation enforces frequency caps, channel preferences, and quiet-hours rules at the patient level rather than the sequence level. A patient enrolled in three sequences will never receive more than the documented monthly cap of touchpoints across all of them combined.

Channel preferences are inferred from response behavior and respected aggressively. An SMS unsubscribe automatically suppresses email recall. Likewise, an email unsubscribe automatically suppresses SMS marketing. Quiet hours apply by the patient's local timezone. The unsubscribe rate in healthy programs sits below 0.4 percent monthly, which is well below industry norms, because the system is designed for patient experience rather than just delivery volume.

Every reactivated visit is reconciled back to the originating sequence, the channel, the message, and the offer in the analytics layer. The executive view answers a single question every month regarding how much revenue the recall program produced, at what cost, and which sequences are pulling the most weight. There is no reporting on impressions or clicks because those do not pay payroll.

The reconciliation also exposes which patient segments are decaying fastest and which are retaining best, which helps inform the acquisition program upstream. Acquisition without retention is a leaking bucket, while retention without measurement is theater. The two operate as one unified program inside Rocklane.

Standard install is 21 days. Week one focuses on audit and segmentation. The patient database is profiled by service line, last-visit recency, historical value, and channel preference while suppression lists are imported. Compliance posture is validated for TCPA for SMS, CAN-SPAM for email, and BAAs for any subprocessor that sees PHI.

Week two ships the first three sequences, including hygiene recall, post-op follow-up, and lapsed-patient win-back. This phase also wires delivery into your SMS provider, email platform, and dialer of choice. Week three backfills the remaining four sequences and turns on outcome reconciliation in the analytics layer.

Once live, the program is reviewed monthly to analyze recovered revenue by sequence, channel performance, unsubscribe trends, and the next round of A/B tests on copy and offers. The system gets sharper every quarter.