Renewal and payment reminders
Members get a clear, private notice before a card fails or a membership renews, with a link to update payment details.
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Customer Retention App for Direct Primary Care Practices
A customer retention app for direct primary care practices keeps members enrolled by reminding them of renewals, wellness visits and follow-ups at the moments that matter to them. SIZ Group would design and build it for iOS and Android, using the physician's voice and the practice's own membership records.
01
How relationship work happens today, and where it slips
In most direct primary care practices, retention happens in conversation. A physician asks how a member's blood pressure has been trending, or a coordinator remembers that a member's father is in the hospital. Those moments are valuable, but they depend on memory. Nobody reliably sends the annual wellness reminder on time, or checks in after a new medication starts.
Renewals are where the slip shows. A monthly membership can lapse quietly when a card expires, and a member who has not visited in a year may drift away without anyone noticing. The practice often finds out when a payment fails or when a member mentions on the way out of the exam room that they are thinking of leaving.
- Wellness visits that are due but never booked
- Payment failures discovered after the billing cycle has closed
- New prescriptions with no follow-up check-in scheduled
- Members who asked a question once and never heard back
02
What the marketing manager needs proven before approval
A marketing manager will want evidence that the app keeps members who would otherwise leave. We would agree the measures before launch: the renewal rate, the share of members who book a wellness or follow-up visit inside the reminder window, and how many members open a reminder. Each figure is compared with the period before launch, using the practice's own membership records.
The messages also have to be right. Reminders come from the practice's physicians, use plain language and avoid anything that sounds like a promotion. Every template is approved by the practice before it is switched on, and each member can turn off the message types they do not want.
- Renewal rate for members who received the reminder sequence
- Annual wellness visits booked inside the reminder window
- Opt-outs and complaints, reviewed each month
03
Seasonal patterns and busy periods for members
Demand for direct primary care moves with the calendar. Many members book their wellness visits early in the year, school and sports physicals cluster in late summer, and travel consultations rise before the holidays. A reminder schedule that treats every month alike will miss those peaks.
We would set the reminder calendar around those periods. The app can prompt members to book a wellness visit in the new year, offer a travel consultation in the autumn and remind families about sports physicals in August. It should also pause optional messages during the busiest weeks, so the team is not flooded with replies.
What you get
Key features
Wellness visit prompts
Reminders to book an annual visit or a follow-up based on the date the physician sets, not a generic calendar.
Lab and medication follow-ups
A prompt after a new prescription or lab order asks how the member is doing and offers a booking.
Seasonal care notes
Short, physician-approved notes on flu season, sports physicals and travel health, each with a booking link.
Member preferences
Each member chooses which message types they receive and can change that choice at any time.
Repeat-service requests
Members request a repeat lab panel, a refill or a letter for work with one tap, and the request goes to the coordinator.
04
What drives cost and timeline, and how to keep scope under control
Cost depends on how many reminder types the app supports, whether it sends push notifications, text messages or both, and how much it connects to membership billing and scheduling. Mobile app work begins at $4,500, and the scoping call sets the final figure for the reminder types the practice chooses.
The first release stays contained when the reminder list and approval steps are agreed before design begins. Renewal and billing connections are often the largest item, so we confirm what the billing provider can expose before promising it. Any change request after that gets its own written estimate.
05
Rolling it out to members and to the front desk
Members use a retention app when it helps them with something they already want, such as booking a wellness visit or getting a result. We would open the app to members through a short invitation from their own physician, and show the first reminder inside the app rather than as a surprise push notification.
The coordinator who answers a member's reply should see the same reminder history as the marketing manager. Post-launch support covers template changes, new reminder types and app store updates, so the practice can act on what it learns from the first months of use.
06
How to measure whether the app is working
Track the business numbers the app should move, not download counts. Renewal rate, wellness visit bookings, follow-up completion and cancellations are the figures that matter. Set the baseline from the last twelve months of membership data before launch, so the first comparison is fair.
Review the numbers monthly with the physicians. A reminder that does not change behavior after several sends should be rewritten or removed. The aim is a short list of reminders that members value, rather than a long list everyone learns to ignore.
Will members feel the app is a sales pitch?+
They should not, and we design it that way. Messages come from the member's own care team, are tied to a real care event such as a plan review, and are written in the physicians' voice. Members can switch off any message type, and the practice can see which messages go unread.
Can reminders go out before a renewal date?+
Yes. Renewal reminders can run a set number of days before the next billing date, and that timing is set with the practice's billing provider. We confirm which dates the billing system exposes during the scoping call.
How do we know a reminder caused a booking?+
The app records which reminder a member opened and whether a booking followed inside the window. That shows a strong link, but not proof of cause. Where it is practical, we recommend comparing against members who did not receive the reminder.
Does the app need member health details to work?+
Reminders can work with minimal information, such as a first name and a generic prompt. Clinical details stay in the chart. We agree the data the app holds during scoping and confirm the approach with your compliance adviser.
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Let's make it happen
Keep members past their renewal date
Book a free call to map your reminder schedule, and we will return the scope and price in writing.