Care Navigation Platform for a Multi-Location Healthcare Group
SunAlgo replaced a fragmented patient journey with a simpler digital flow for scheduling, reminders, and follow-up, improving both patient experience and operational efficiency.
Overview
A regional care group had grown through acquisitions and inherited inconsistent digital experiences across locations. Patients were calling for basic scheduling tasks, no-show rates were rising, and staff were spending too much time bridging disconnected systems.
Challenge
- • Patients faced different scheduling flows depending on clinic and provider type.
- • Operational teams lacked a consistent way to trigger reminders, follow-ups, and rescheduling.
- • The organization needed better digital access without disrupting existing clinical systems.
Approach
- • Researched patient and staff pain points, then simplified the highest-volume scheduling journeys first.
- • Built a patient portal flow that connected appointment booking, reminders, and self-service follow-up actions.
- • Focused early releases on measurable operational wins so the rollout could expand with internal support.
Outcomes
- • Reduced front-desk and call-center pressure by moving common tasks into self-service flows.
- • Improved appointment completion and follow-up consistency across locations.
- • Created a clearer path for future integrations and patient experience improvements.
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