Health Data Movers’ Success Story
- Improved Patient Access: Transitioned legacy scheduling processes from RedCap to Epic, enabling patients to schedule appointments seamlessly via MyChart web and mobile platforms.
- Enhanced Efficiency: Implemented decision trees and insurance validation within Epic, reducing call times and enhancing user experience.
- Increased Revenue Impact: Boosted online appointment volumes, contributing to millions in additional revenue for an Academic Health System.
Background
An Academic Health System faced a challenge: its in-house scheduling system, RedCap, was no longer meeting the growing demand for online scheduling. Patients experienced delays and inefficiencies in appointment booking, often requiring long calls with staff. The health system needed a modern solution that integrated with Epic’s powerful capabilities to streamline the scheduling process for both patients and providers.
Goals
- Transition legacy scheduling workflows to Epic, leveraging decision tree functionality.
- Enable patients to book new and follow-up appointments online with minimal friction.
- Optimize patient workflows and ensure seamless insurance validation within the MyChart platform.
- Enhance patient satisfaction while driving increased revenue through improved access.
HDM’s Success Story
Health Data Movers partnered with the Academic Health System to spearhead the transformation of their scheduling system. As the lead builder for Epic Cadence and MyChart, HDM managed every phase of the project:
1. Design and Build:
- Captured current workflows from RedCap and designed advanced decision trees in Epic.
- Facilitated collaborative workshops with stakeholders, including clinicians, to refine scheduling logic.
2. Implementation Across Waves:
- Organized the rollout into 11 waves, each focusing on different specialties such as oncology, urology, and neurosurgery.
- Successfully completed five waves, with Wave 6—including four specialties—set to go live in February.
3. Testing and Stakeholder Feedback:
- Conducted robust application and user acceptance testing (UAT).
- Incorporated stakeholder input to fine-tune scheduling workflows and ensure clinical alignment.
4. Key Innovations:
- Introduced insurance validation within MyChart, ensuring patients with invalid coverage were guided to appropriate next steps.
- Launched “one-click” appointment scheduling for existing patients, simplifying follow-ups.
Lessons Learned
This project underscored the importance of collaboration and adaptability. Each wave provided new insights into refining decision tree logic and improving patient workflows. The dynamic partnership between Epic Cadence and MyChart teams proved instrumental in addressing clinical complexities and delivering a superior user experience.
“This project has been transformative, not only for [the Academic Health System] but for every patient who can now schedule their care with ease. It’s rewarding to see how innovative workflows and collaborative effort can drive measurable success.” – HDM Project Consultant
Project Impact
- Revenue Growth: Online scheduling contributed to millions in additional revenue, reflecting a significant increase in appointment volumes.
- Patient Satisfaction: Enabled patients to research doctors, check insurance compatibility, and book appointments in just a few clicks—no phone call needed.
- Operational Efficiency: Reduced administrative burden on staff, allowing focus on patient care.
Health Data Movers is proud to partner with healthcare leaders to deliver innovative, patient-centered solutions that drive both financial and operational excellence.