Case Study: Large Medicaid Managed Care Company achieves faster member scheduling and higher show rates with Experian Health Patient Schedule

Accelerating member outreach with Patient Schedule

Large Medicaid Managed Care Company partnered with Experian Health to improve member outreach and engagement for its more than 500,000 Medicaid members. The plan’s centralized call center previously had to use confusing three-way calls with members and provider offices to schedule appointments, making the process inefficient for staff, inconvenient for members, and distracting for providers.

Experian Health implemented its Patient Schedule platform to let outreach agents book appointments digitally and streamline transportation scheduling in one workflow. The results included a 140% increase in scheduling rates, a 50% reduction in average handle time from 18 minutes to 9 minutes, and a 51% increase in member show rates, while also strengthening provider relationships through shared analytics and scorecards.