About Client
UnityCare Health Group is a multi-state outpatient and urgent care provider network with 60 clinics across the Midwest and Southeastern United States. With over 3.5 million annual patient appointments and 2,500 healthcare staff, the organization focuses on delivering accessible, high-volume ambulatory care services.
Challenge
UnityCare was facing mounting operational inefficiencies that directly impacted patient satisfaction and revenue. Long wait times, inconsistent scheduling, and underutilized providers were costing the network millions annually.
Challenge – Operational Bottlenecks
- 26-day average wait time for new patients, exceeding industry benchmarks.
- 15% no-show rate, resulting in lost revenue and underutilized provider capacity.
- Scheduling inefficiencies led to:
- Bottlenecks during peak hours
- Imbalanced provider workloads
- Lack of centralized analytics across scheduling and EHR systems hindered visibility.
- Staff were overburdened with manual rescheduling and coordination tasks.
- Leadership needed a solution to:
- Forecast demand and cancellations
- Optimize slot allocation in real time
- Improve throughput without replacing existing systems
Solution
CaliberFocus implemented its AI Operational Intelligence platform, integrated with UnityCare’s scheduling and EHR systems. Key features included:
- AI-Powered Demand Forecasting: Predicted appointment demand and no-show risk.
- Dynamic Slot Optimization: Automated real-time reallocation of provider schedules.
- Patient Engagement AI: Sent personalized reminders and rescheduling prompts.
- Command Center Dashboard: Provided real-time visibility into clinic performance.
Outcomes (12 Months Post-Deployment)
| Metric | Before | After |
|---|---|---|
| New-Patient Wait Time | 26 days | 11 days |
| Appointment Utilization | 85% | 97% |
| No-Show Rate | 15% | 5% |
| Provider Productivity | Baseline | +22% |
| Patient Satisfaction | 64% | 86% |
Business Impact
- $6.2M annual revenue uplift
- 30% reduction in rescheduling workload
- Improved provider balance and reduced burnout
Our clinics run smoother, our patients wait less, and our doctors are happier.
— Dr. Rebecca Hall, CMIO, Westlake Medical Center