Painless Scheduling

The outsourcing partner for a Regional Non-Profit Academic Medical System’s Scheduling department was not meeting expectations with 10,000 patient on a waiting list, high volumes of unanswered calls and a large backlog of orders to be scheduled. Our team* assumed responsibility for the client’s Scheduling operations resulting in a 25% increase in calls received and calls handled, a reduction of outstanding orders by 77% and 25,000+ more appointments scheduled (annually). This engagement led to additional scope of services including physician coding.

The team drove these results but delivering on initiatives focused on patient and physician satisfaction. Work included:

• Streamlining the client’s appointment inventory and scheduling process making it easier to access an appointment

• Incorporating customer service into the process with shorter wait times and improved engagement with the patient.

• Introducing advanced data collection and analytics to provide elevated operational oversight and performance monitoring.

*This work was performed by the team prior to the formation of Hunter Health Partners.