Case Study: Heritage Medical Associates achieves rapid, higher‑volume appointment scheduling and improved patient experience with Experian Health (Experian)

Heritage Medical Associates enhanced their call center with an integrated digital scheduling solution

Heritage Medical Associates, one of Middle Tennessee’s largest independent multispecialty groups with 135+ physicians across 14 locations and 10 specialties, needed to improve patient access by speeding up appointment scheduling in its call center. Agents were only booking 3–5 patients per day and spending roughly seven minutes per call manually searching provider calendars and scheduling rules, so incoming volume couldn’t be handled efficiently. To address this, they partnered with Experian Health for a digitally integrated scheduling solution.

Experian Health’s web-based scheduling, integrated with Allscripts, put all 135+ providers and real-time appointment availability into a single platform so agents can identify and book the best appointment on the spot. Call time fell from seven to four minutes, agents now schedule 40–50 patients per day, patient satisfaction improved, physicians report more predictable, less stressful days, and the organization achieved greater operational efficiency and better financial performance.

Heritage Medical Associates

Jessica Smith

Chief Administrative Officer