Page 15 - The 4-Step Formula For - Mastering Patient Self-Scheduling

Meet Our Hero

Wesley Ralston,
Director of Clinical Informatics

With a commitment to "radical convenience" for patients, Wesley knew something
had to change in their scheduling process.

The Villains (AKA "The Scheduling Nightmares"):

Lengthy onboarding for patient coordinators (4-6 months)

Inconsistent documentation across different staff members

Lost patient requests and unreasonable callback times

Limited visibility into real-time operations

Wesley's Eureka Moment: The Power of Self-Scheduling

Armed with our magical formula and Keona Health's CareDesk, Wesley set out to
transform VWC's scheduling landscape.

The Epic Quest:

Ensuring Accuracy: Wes implemented a healthcare CRM to encapsulate the

logic of their scheduling system directly into their practice management (PM)
system. This reduced errors and allowed call center agents to get up to speed
quickly and accurately. The system was then extended to patients, ensuring
that self-scheduling was equally accurate and ef cient.

The 4-step Formula for Mastering Page | 13
Patient Self-Scheduling