Centralized Scheduling Implementation at Complete Health

This case study outlines the implementation of centralized scheduling processes at Complete Health, which operates 34 locations across Alabama, Florida, and Virginia. As the organization expanded, managing their patient base became increasingly challenging due to a high volume of patient calls and numerous provider preferences. The primary objective was to streamline scheduling operations while ensuring timely access to care. The solution involved centralizing scheduling for both the contact center and introducing online patient self-scheduling, which utilized intelligent scheduling to automate complex provider rules. This approach significantly improved operational efficiency, reduced average call times to under three minutes, and allowed 30% of self-scheduled appointments to be seen within 1-3 days. The implementation of the Dash scheduling solution enabled Complete Health to maintain consistency across locations and focus on patient-centered care, aligning with their value-based care model. The case study emphasizes the importance of efficient scheduling in enhancing patient access and operational effectiveness.