Improving Appointment Scheduling for "Medicare Health Services"

Problem:
Medicare Health Services, a healthcare provider, was overwhelmed by the sheer number of appointment scheduling and reminder calls, leading to long call queues and missed appointments. The manual process of managing these calls was inefficient and error-prone, causing scheduling conflicts and a lack of timely reminders for patients.
Task:
The objective was to automate appointment scheduling and reminder calls to reduce human error, increase efficiency, and ensure patients received timely reminders without burdening the staff.

Solution:
LynxSMS deployed an automated voicebot that was capable of scheduling, rescheduling, and canceling appointments. Additionally, the voicebot sent reminders to patients about upcoming appointments and allowed them to confirm or modify their bookings in real time through voice interaction.
Implementation:The voicebot was integrated with the clinic’s existing appointment management software to ensure real-time synchronization. The bot was programmed to handle common patient requests, such as booking, confirming, or changing appointments. It also provided reminders a day before appointments to reduce no-shows.
Results:
- No-show rates decreased by 25% due to timely reminders
- Appointment scheduling efficiency improved by 40%, with the voicebot handling routine bookings
- Call handling time reduced by 50%, freeing up staff for more complex tasks
- Customer satisfaction increased by 20%, as patients found it easier and faster to manage appointments
- Error rate in scheduling dropped to near-zero, ensuring more accurate appointment management