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Case Study · Dedicated Healthcare Team

Patient Access & Scheduling Optimization

A healthcare-focused scheduling operation improved patient responsiveness, provider utilization, and leadership visibility.

Large multi-location psychiatric group

Scheduling operationsLive visibility

Operational view

Workflow activity

Patient outreach

Appointment fill

Call visibility

No-show rate
40% → 15%
Providers supported
50+
Proactive backfilling
Better utilization
Healthcare-focused support
Better experience

Challenge

The operational challenge

The practice was using an offshore scheduling team, but patients were experiencing long hold times, unanswered calls, communication barriers, and inconsistent service.

Leadership also lacked real-time visibility into call activity and scheduling performance. No-show rates had reached approximately 40%, and same-day cancellations and rescheduled appointments often resulted in unused provider capacity.

CF Solution

A purpose-built operating model

CF built a dedicated scheduling team trained specifically on the practice's workflows, provider preferences, and scheduling cadence.

CF prioritized team members with healthcare experience, healthcare-related education, or relevant patient-facing backgrounds to support stronger communication, professionalism, and empathy.

Because CF specializes in healthcare operations, the team introduced best-practice workflows tailored to the practice rather than simply replicating the existing process.

  • Managed inbound scheduling, appointment reminders, and proactive patient outreach
  • Implemented real-time call and scheduling KPIs
  • Used call recording and transcription for quality assurance, coaching, and accountability
  • Actively managed cancellations and reschedules
  • Created workflows to backfill open appointments, including same-day cancellations

With real-time visibility into provider availability and scheduling activity, the team could respond quickly to openings and help protect provider utilization.

Results

Operational improvements delivered

  • No-show rate improved from approximately 40% to 15%
  • Provider schedules were more consistently utilized
  • Cancellations and reschedules were more effectively backfilled
  • Patients received more responsive and proactive scheduling support
  • Leadership gained real-time visibility into call and scheduling performance
  • Onshore staff were able to spend more time focused on patient care

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