United Health Centers Appointment Scheduling Automation

This case study details the implementation of Artera Harmony by United Health Centers of the San Joaquin Valley (UHC) to enhance appointment scheduling and operational efficiency. UHC, a Federally Qualified Health Center, faced challenges including high call volumes, labor-intensive scheduling processes, and low appointment conversion rates. To address these issues, UHC adopted Artera's advanced platform, which includes features like conversational messaging and Conversation Builder. The objective was to automate appointment scheduling, thereby reducing staff workload and increasing appointment bookings. Following the implementation, UHC reported a significant improvement in appointment success rates, achieving 77% compared to the previous 37% from traditional methods. Additionally, the organization managed to scale operations effectively, handling 17,000 patients monthly with just five agents. The automation not only streamlined operations but also enhanced patient engagement, ensuring timely responses to inquiries. UHC continues to explore further features of the Artera platform to improve patient interactions.