Healthcare Scheduling

Company Profile

Leading US Healthcare System

Industry

Healthcare Provider and Hospitals

Function

Radiology Outpatient Team

Region

Executive Summary

One of the leading healthcare providers in the U.S. faced a persistent operational challenge: last-minute appointment cancellations in a department where appointments are expensive, leading to underutilization of high-cost resources and frustrated patients. The existing rescheduling system, based on rigid Robotic Process Automation (RPA) bots, delivers a poor patient experience.

With every missed imaging appointment translating to thousands of dollars in lost patient revenue, the healthcare provider sought a more intelligent, patient-friendly, and adaptable solution. Partnering with Aible, they implemented an Agentic AI system that dramatically improved scheduling efficiency, patient satisfaction, and bottom-line performance.

Within the initial test phase, Aible's Agentic AI solution achieved multiple successful reschedules, immediately resulting in increased weekly patient revenue. The solution boosted slot utilization by 20–50% and enhanced patient satisfaction. As it scales across all hospital departments, such as oncology, physical therapy, etc., a 30–50% increase in rescheduling success is projected. Additionally, this improved patient communication, with each individual now receiving a clear confirmation or polite message letting them know the slot had been filled, fostering transparency and trust.

Challenges

The challenges faced by the healthcare provider underscored the need for a more intelligent, flexible, and patient-friendly rescheduling solution—one that was ultimately addressed with Aible’s Agentic AI.

Existing System Was Limiting: When a patient cancelled, every patient with an appointment in the following two weeks received a generic SMS blast at 6 PM offering the newly opened slot. Patients had to respond with a very specific format (e.g., typing “1” or “2”), and 50% of responses were invalid due to format errors.

Frustrating Rescheduling Experience: Only the first correct responder could secure the appointment. Everyone else was left in the dark, even if their response was timely, leading to confusion and complaints. The RPA workflow had no fallback or user-friendly messaging when slots were taken, creating dead ends and dissatisfaction.

Underutilized Medical Resources: Despite having patients eager to move their appointments earlier, the inflexible RPA tool failed to match appointment supply and demand effectively. Each unfilled imaging slot not only represented lost patient revenue but also wasted capacity of highly trained staff and expensive equipment.

Solution

The healthcare provider partnered with Aible to replace their existing RPA-based rescheduling system with an adaptive Agentic AI solution.

Understands Layman Language: Instead of requiring exact responses, the system uses Large Language Models (LLMs) to parse a wide range of human responses via SMS. Patients could respond with “Yes, I’m available,” or “Can I do 1 PM?”—the AI solution understood and processed them.

Automated Scheduling System: Aible built an automated rescheduling system that supports multilingual and accessible SMS engagement.

Real-Time Decisioning: Automatically confirmed appointments for eligible respondents and sent polite, informative messages to others when slots were already taken.

Rapid Co-Development & Testing: Aible worked closely with the IT and patient admissions team to prototype and validate the system, simulating appointments and a live SMS simulation to enable fast iteration and guardrail testing. Early issues (e.g., use of PII data or inappropriate responses) were quickly addressed through prompt engineering and LLM fine-tuning.

Impact

By implementing Aible’s Agentic AI solution, the healthcare provider recovered revenue weekly through successful reschedules, improved slot utilization significantly enhanced patient satisfaction.

Recovered Revenue: Each successful reschedule translates to thousands of dollars in recovered patient revenue. This measurable impact was achieved within weeks with 20–50% improvement in slot utilization, with higher patient satisfaction as a result.

Expanding Improved Rescheduling: There is a projected 30–50% lift in rescheduling success as the solution expands to all modalities across the hospital.

Improved Transparency and Trust: Every patient now receives a clear confirmation or polite response if the desired appointment is no longer available.

What’s Next

With its success in the department with expensive appointments, the healthcare provider is now expanding Aible’s Agentic AI solution to broader types of patient visits. Future capabilities under development include:

Predicting no-shows based on patient history

Predicting patients with the best potential of accepting appointments based on their distance from the appointment and other aspects of the patient’s profile and care urgency

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