Case Study: Benefis Health System achieves improved patient access and 50% after-hours online booking with Experian Health's Patient Schedule

Benefis Health System makes access convenient with online scheduling

Benefis Health System, the largest health system in north central Montana with 282 providers, 40+ specialties and 164,000 patients across a 38,000 sq. mile service area, wanted to improve digital access as part of a website redesign. Before the project, patients had to call to book appointments, often encountering hold times or voicemails, so Benefis sought a more convenient self-scheduling option to make care easier to access.

Benefis partnered with Experian Health to deploy Patient Schedule, a white‑labeled, real‑time online scheduling tool with decision support that guides patients to the right appointment and provider. Patients quickly adopted the system: 50% of bookings occur after hours, one urgent care saw 52% of appointments scheduled online, and overall conversion from start to booked appointment is 23.6%; analytics also enable ongoing tweaks to improve conversion and access.

Benefis Health System

Kaci Husted

Vice President