Multi-Specialty Clinic Transformation Case Study

This case study outlines the transformation of a multi-specialty clinic group in Alaska that faced significant operational challenges, including long hold times, staffing shortages, and fragmented systems. The clinic experienced hold times exceeding two hours, high abandonment rates of 15–20%, and a lack of standardized appointment types, which numbered over 800. Coalignity partnered with the clinic's leadership to implement a series of strategic changes aimed at improving patient access and operational efficiency. Key actions included reducing appointment types to 30, standardizing scheduling protocols, and introducing centralized scheduling tools. As a result of these interventions, hold times were reduced from 45 minutes to just 30 seconds, call abandonment rates fell to below 5%, and scheduling accuracy improved to a 1–2% error rate. The clinic now benefits from unified workflows and enhanced communication, leading to a more efficient operation and improved patient satisfaction.