Case Study: Indiana University Health achieves 114% increase in patient utilization and streamlined scheduling with Experian Call Center Scheduling

How Indiana University Health transformed operations with guided scheduling

Indiana University Health (IU Health), a leader in care and medical research closely linked with the Indiana School of Medicine, operates the largest physician network in the state with over 36,000 team members across five patient regions and 16 partner hospitals. As it prepares to unify its five regional patient access centers into a single Unified Medical Group in 2025, IU Health needed an enterprise call center scheduling solution that could handle growing patient volumes across multiple specialties without adding staff.

IU Health selected Experian’s Patient Schedule — Call Center Scheduling, which uses guided decision prompts and customizable scheduling rules to enable front-line staff to book accurate appointments across service lines with minimal training. The solution boosted capacity and first-call resolution, allowed ED and primary care teams to schedule referrals onsite, supported cross-trained pods covering many specialties, and enabled a single phone line for bookings. Results included 114% increase in patient utilization in one year, about 600 additional referrals scheduled monthly, adoption across 52 departments, and improved staff, provider and patient satisfaction.

Indiana University Health

Ashlee Ruddick

Director of System Patient Access