Helping patients connect with behavioral health care sooner

The challenge

Elite DNA Behavioral Health manages more than 4,000 patient visits a day.

At that scale, every missed visit is a missed opportunity for a patient to receive care. An open appointment can be an opportunity to connect someone with care sooner, but reaching patients and coordinating schedules takes staff time.

Elite DNA needed a way to help patients schedule and keep their appointments, complete what they needed before the visit and manage payments without creating more work for staff.

The solution

Elite DNA uses Phreesia to make the steps before a visit easier. Patients book their own visits, complete registration before they arrive and receive reminders that help them follow through. Over six months, these workflows contributed to 5.8K fewer no-shows.

When appointments open up, Appointment Accelerator® automatically offers them to eligible patients, without staff calling down a list. In six months, 1.7K open appointments were filled in an average of 11 minutes, with patients receiving care an average of 19 days sooner.

Communication continues between visits. Elite DNA sent 58,600 Health Campaign messages and 898,700 chat and broadcast messages over six months. These tools help staff deliver targeted outreach and timely updates, reducing reliance on individual phone calls.

Digital registration also helps patients share information before their visit. Patients completed more than 1 million demographic updates and 180K patient-reported outcome measures—including PHQ-2/9 and GAD-7 assessments—giving providers standardized screening data to inform care at scale.

With 88% of visits using self-service check-in, patients can complete registration and manage payments through the same workflow. Among patients who checked themselves in, Elite DNA saw a 92% collection rate.

For Elite DNA, easier registration and proactive communication help patients stay connected with behavioral health care. Earlier appointments and fewer missed visits help make available care count, while stronger collections support the financial sustainability behind that mission.