Case Study: Large Medicaid Managed Care Plan achieves 140% increase in scheduling rates and 50% reduction in call time with Experian Patient Schedule

Accelerating member outreach with Patient Schedule

A leading Medicaid managed care plan serving more than 500,000 members partnered with Experian Health to improve outreach and appointment scheduling. Their centralized call center was forced to coordinate confusing, time-consuming three-way calls between members and disparate community providers, which limited scheduling reach, increased call times, complicated transportation arrangements, and lowered show rates.

The plan implemented Experian Health’s Patient Schedule to let agents book appointments digitally with provider partners and automatically arrange non‑emergency transportation, plus deliver analytics back to the plan. Results included scheduling rates rising from 25% to 60% (noted as a 140% increase), average handle time cut in half (18 → 9 minutes), member show rates improving from an average of 43% to many providers above 60% (a 51% increase), and stronger provider relationships through shared analytics.