The Client
A Florida-based ENT healthcare provider offering specialized medical services to patients across the region. The client’s facility handles large volumes of appointment-related requests and requires support in managing and optimizing scheduling operations.
The Requirement
The client engaged Flatworld Solutions to handle medical appointment scheduling tasks, including cancellations, rescheduling, task assignment based on patient inquiries, and real-time alignment with provider schedules.
The Challenges
- High call volumes leading to increased missed calls and voicemails
- Maintaining alignment between appointment requests and provider availability
- Ensuring minimal delays and a better patient experience across time slots
- Implementing timely process updates and client-specific protocols
Our Solution
- Deployed 8 full-time employees trained in handling appointment scheduling for healthcare.
- Integrated daily updates from provider rosters and insurance coverage details into the workflow.
- Coordinated directly with the client to align schedule changes and accepted insurance plans.
- Used EMA Software for EMR-based appointment management.
- Managed inbound and outbound calling through RingCentral.
- Scheduled, rescheduled, and canceled appointments per patient and provider availability.
- Ensured real-time task allocation based on specific patient requests or updates.
The Outcome
- Fewer missed calls and voicemails through improved response systems.
- Better scheduling management with buffer periods to reduce wait times and patient delays.
- Enhanced patient satisfaction with empathetic and professional communication practices.
- Continuous quality improvement through internal audits and monthly client review meetings.
- Data-driven decisions via collected metrics on peak hours, cancellations, and patient preferences.
Outsource Medical Appointment Scheduling Services to Flatworld Solutions
Looking for seamless, scalable appointment scheduling support for your healthcare practice? Flatworld Solutions offers reliable, patient-friendly scheduling services that help reduce missed calls, optimize provider availability, and improve patient satisfaction.
Improve operational efficiency and elevate your patient experience with our expert scheduling solutions.
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USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077
