Case Study · Healthcare
Self-scheduling and triage for a multi-specialty clinic
Self-scheduling, automated reminders, and routing by visit type cut the scheduling call queue 70% and reduced no-shows across nine locations.
- Client
- A multi-specialty clinic group, 9 locations
- Market
- Remote, US
- Timeline
- 8 weeks, phased by specialty
Anonymized and illustrative of a typical engagement.
- −70%
- scheduling call volume
- −31%
- no-show rate
- 9
- locations live
- 8 wks
- to full rollout
01 / The challenge
Where the time was going
- 01A central scheduling team fielded thousands of calls a week across nine locations and many specialties. Each call meant matching the patient to the right provider, visit type, and location, a slow, error-prone game of phone tag that frustrated patients and staff alike.
- 02No-shows varied wildly by specialty, and reminders were inconsistent because the team was too buried in inbound calls to run them reliably.
- 03Mis-bookings, the wrong visit type or provider, created downstream rework and wasted clinical slots.
02 / The build
What we shipped
We let patients self-schedule correctly and made reminders reliable, while keeping complex cases with the human team.
- 01Rules-based self-schedulingPatients book through the portal with logic that matches them to the right provider, visit type, and location automatically.
- 02Specialty-tuned remindersReminder cadence and channel are tuned per visit type to maximize confirmations and reschedules.
- 03Smart triage and routingAmbiguous or complex requests route to the scheduling team with context, not a cold callback.
- 04Waitlist fillCancellations trigger automatic offers to waitlisted patients so clinical slots do not sit empty.
03 / The results
What changed
The scheduling team went from drowning in calls to managing exceptions.
Call volume to the scheduling line dropped 70% as routine bookings moved to self-service, and no-shows fell 31% on the back of reliable, tuned reminders and easy rescheduling. Mis-bookings dropped because routing was enforced by the system.
- −70%
- scheduling calls
- −31%
- no-show rate
- 9 sites
- on one consistent system
“Our schedulers stopped answering the same call a thousand times and started solving the cases that actually need a person.”
Patient Access Director, clinic group
04 / The stack
Built with, and what you own
The clinic group owns the scheduling logic, reminder configuration, and routing rules, integrated with their existing EHR and portal.
- AI Appointment SchedulingSmart scheduling that optimizes calendars, reduces no-shows, and lets customers book effortlessly.
- AI Customer Service SolutionsDeliver exceptional customer experiences with AI that resolves issues faster and keeps customers happier.
- Workflow AutomationStreamline repetitive business processes with intelligent automation that saves hours every week.
05 / FAQs
Questions about this build
Does it integrate with our EHR?
Yes. We build the scheduling and routing around your existing EHR and patient portal rather than replacing them.
What about complex scheduling needs?
Routine bookings self-serve; anything complex routes to your team with full context so no patient is left in a loop.
06 / More
Other builds
Want a result like this for your team?
Name the work that is costing you the most time. We will map the build, show what is worth doing first, and what it costs. If there is no fit, we will say so.